Housing Ombudsman Decisions
Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
16,227
Total Decisions
11,758
Maladministration Found
2,212
No Maladministration
161
Severe Cases
Decisions by Year
Top Landlords by Volume
Clarion Housing Association Limited
817
Peabody Trust
522
London & Quadrant Housing Trust
517
London & Quadrant Housing Trust (L&Q)
488
Sanctuary Housing Association
360
Metropolitan Thames Valley Housing (MTV)
313
Browse by Outcome
Common Topics (last 2 years)
Top Landlords
Clarion Housing Association Limited (817)
Peabody Trust (522)
London & Quadrant Housing Trust (517)
London & Quadrant Housing Trust (L&Q) (488)
Sanctuary Housing Association (360)
Metropolitan Thames Valley Housing (MTV) (313)
Hyde Housing Association Limited (309)
The Guinness Partnership Limited (299)
Southern Housing (273)
Southwark Council (266)
A2Dominion Housing Group Limited (239)
Notting Hill Genesis (229)
Showing 1,868 of 16,227 decisions matching "trust"
Cheshire Peaks & Plains Housing Trust (202004948)
Partial Maladministration
Complaint: Estate Management
This complaint is about the landlord’s handling of: the reports of damp to the resident’s bedroom; the maintenance of the garden since a Highways Notice was issued in July 2020; the related complaint.
London & Quadrant Housing Trust (202011329)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about: The resident’s claim of personal injury sustained following a fall in her kitchen. The landlord’s handling of the resident’s repair requests in relation to damp and mould, the windows, and an external hole underneath the property.
Peabody Trust (202016983)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the reports of a leak within the resident’s property which subsequently resulted in a ceiling collapse. The landlord’s complaint handling.
London & Quadrant Housing Trust (202107922)
Reasonable Redress
Complaint: Health and Safety (inc. building safety)
The complaint is about: The landlord’s handling of the resident’s subject access request (SAR). The landlord’s response to the resident’s report of an electrical fault in his property. The landlord’s handling of the associated complaint.
Metropolitan Housing Trust Limited (202015534)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s Right to Buy application.
Watford Community Housing Trust (201914487)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s kitchen.
London & Quadrant Housing Trust (202104345)
No Maladministration
Complaint: Estate Management
The complaint is about: the level of service charge for ground maintenance. the landlord’s response to the resident’s reports of services not provided.
Newlon Housing Trust (202011349)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s report of noise nuisance from construction work.
Victory Housing Trust (202104194)
Partial Maladministration
Complaint: Financial
This complaint is about. The landlord’s handling of repairs to the heating and hot water system. The landlord’s response to a request for compensation. The Ombudsman has also considered the landlord handling of the complaint.
Peabody Trust (202100509)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: the resident’s noise nuisance reports; the resident’s request for it to install sound proofing; the resident’s claim that it discriminated against him under the Equality Act (2010).
London & Quadrant Housing Trust (202010785)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to reports of a repair to the resident’s heating and hot water system, and its offer of compensation.
London & Quadrant Housing Trust (202015026)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
REPORT COMPLAINT 202015026 London & Quadrant Housing Trust 17 December 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
Peabody Trust (202102170)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered by the landlord following acknowledged service failures in relation to roof repairs at the resident’s property. The landlord’s response to the resident’s reports about a tap repair has also been investigated.
London & Quadrant Housing Trust (201911304)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s decision to issue a notice to the resident to remove items that he had stored in the communal cupboard when he previously had been permitted to use this, and its enforcement of this policy …
Peabody Trust (202104313)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s reports of fly-tipping and its response to her request to remove the bulky waste element of her service charge. The landlord’s complaint handling.
Metropolitan Housing Trust Limited (202108647)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of repairs and major works to the resident’s windows. Communication with the resident about the replacement windows. Decision not to provide the resident with secondary glazing. Handling of the complaint.
Bournville Village Trust (202100005)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports of a leak in her bathroom; response to the resident’s request that it refund the cost of her emergency builder; communication following the resident's request for the release of …
London & Quadrant Housing Trust (202012424)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled the resident’s charges for energy usage.
London & Quadrant Housing Trust (201916023)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to a leak at the resident’s property. Handling of remedial works following the leak. The Ombudsman has also investigated: the landlord’s complaint handling. the landlord’s record keeping.
London & Quadrant Housing Trust (202015446)
Maladministration
Complaint: Managing Relations
The complaints are about the landlord’s: Handling of repairs to the communal water supply pipe valves. Response to the resident’s reports of repair following an escape of water. Response to leaks within the resident’s block. The Ombudsman has also investigated …
London & Quadrant Housing Trust (202105318)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint refers to: The landlord’s handling of the resident’s reports of damp and mould in the property. The landlord’s handling of the resident’s concerns regarding overcrowding and her request to be transferred.
Peabody Trust 2018 (202002013)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns: the landlord's response to the resident's reports of antisocial behaviour. the landlord's handling of the resident's request to be re-housed. The landlord’s complaint handling.
Raven Housing Trust Limited (202001573)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of: A leak from a neighbouring property and compensation for damaged goods and decorations. Anti-social behaviour (ASB) including noise and nuisance. Fly tipping at the property. The landlord’s complaint’s …
Newlon Housing Trust (202110290)
Partial Maladministration
Complaint: Managing Relations
The complaint refers to: The landlord’s response to the resident’s reports of a leak at the property. The landlord’s handling of the associated complaint.
Metropolitan Housing Trust Limited (202101759)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s concerns regarding her front and back door.
London & Quadrant Housing Trust (202016813)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s concerns regarding his ceiling and report of a water leak.
Metropolitan Housing Trust Limited (202010483)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Response to the resident’s concerns about the removal of the communal fire alarm at the property. Response to the resident’s reports of repairs required at the property following the installation of the communal fire …
Metropolitan Housing Trust Limited (202005072)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of a leak, his requests for compensation, and his request to view its compensation policy.
Newlon Housing Trust (202000770)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of noise disturbance from the property above. The landlord’s complaints handling.
Watford Community Housing Trust (202103329)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202103329 Watford Community Housing Trust 24 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]
London & Quadrant Housing Trust (L&Q) (202102186)
Maladministration
Complaint: Financial
This complaint is about: The level of a service charge, following the time taken to set up a service charge account. The redress offered to the resident, following a complaint about the time taken to set up the service charge …
London & Quadrant Housing Trust (202015723)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s: report of a water leak into her property. associated complaint.
Cheshire Peaks & Plains Housing Trust (202015579)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s handling of: the resident’s reports concerning multiple outstanding repair issues at the property prior to April 2021.
London & Quadrant Housing Trust (202005639)
Maladministration
Complaint: Moving/Buying/Selling Home
This complaint is about the landlord’s decision to withdraw its discretionary offer to the resident of a management transfer to another property.
London & Quadrant Housing Trust (202012533)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the level of redress the landlord offered in respect of its acknowledged delays and failures whilst handling repairs and the resident’s subsequent complaint.
London & Quadrant Housing Trust (202112196)
Partial Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202112196 London & Quadrant Housing Trust 19 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
Metropolitan Housing Trust Limited (202011982)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s decision to change the energy supplier for the provision of communal heating in the building.
Metropolitan Housing Trust Limited (202014430)
Maladministration
Complaint: Estate Management
The resident’s complaint concerns: The landlord's response about the standard of cleaning and ground maintenance in the communal areas. The landlord’s complaint handling.
Peabody Trust (202007888)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s handling of the resident’s reports of a burst water pipe.
Peabody Trust (202108578)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns how the landlord handled: The resident’s reports of antisocial behaviour (ASB) by her neighbour. The formal complaint into the matter.
London & Quadrant Housing Trust (202100123)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports of a leak at his property and the amount of compensation subsequently offered; complaints handling.
Newlon Housing Trust (202016860)
Maladministration
Complaint: Managing Relations
The resident complains about: The landlord’s handling of repair works to the property, standard of the service provided in relation to this, and level of compensation offered. The lack of reimbursement for the costs incurred. The Ombudsman has also considered …
Peabody Trust (202105141)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident has complained about the landlord’s handling of repairs to his balcony door.
London & Quadrant Housing Trust (202003307)
No Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s response to the resident’s: request to succeed her late father’s tenancy. concerns about the condition of her late father’s property. concerns about repairs at her property including damp and mould.
Metropolitan Housing Trust Limited (202011801)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s reports about:
Peabody Trust (202101975)
Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of:
London & Quadrant Housing Trust (202017302)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: the landlord’s handling of the resident’s report of a faulty boiler. the landlord's complaint handling.
London & Quadrant Housing Trust (202100650)
Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202100650 London & Quadrant Housing Trust 11 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
Peabody Trust (202101739)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s report of damage caused to her kitchen worktop by its contractor.
London & Quadrant Housing Trust (202005641)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s request for repairs. Associated complaint handling.