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 1,959 of 16,227 decisions
Sovereign Housing Association Limited (202012067)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint concerns how the landlord had handled the resident’s request to be permanently rehoused.
The Guinness Partnership Limited (202114705)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered by the landlord following acknowledged service failures relating to its repairs service and associated complaints handling.
Tower Hamlets Council (202102768)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s report of a leak in his property.
Wandle Housing Association Limited (202014773)
No Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s response to the resident’s concerns about the communal window cleaning at the property. The level of service charge increase. The landlord’s handling of the associated complaint.
Adur District Council (201907325)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlords handling of: The resident’s reports concerning anti-social behaviour. The installation of soundproofing. The Ombudsman has also considered the landlord’s complaint handling.
Bromford Housing Association Limited (202007837)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of flooding at the property and associated damage.
Community Gateway Association Limited (201904880)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB): between 2010 and February 2019. from February 2019 to September 2019. The Ombudsman has also investigated the landlord’s complaint handling.
Croydon Council (202006659)
Partial Maladministration
Complaint: Financial
This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s concerns around the condition of the property; The landlord’s response to the resident’s concerns around rent arrears; The landlord’s complaint handling.
London & Quadrant Housing Trust (202005112)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports of: Broken lift and intercom at the property and the amount of compensation offered. Handling of rent arrears. Adding her husband as an occupant to the tenancy agreement. The …
Orbit Housing Association Limited (202001562)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of resident’s concerns about: Asbestos in the garden at the property and the delay and amount of compensation offered. The landlord’s complaint handling.
Southwark Council (202008800)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The resident’s complaint is about the landlord’s response to her reports of anti-social behaviour (“ASB”) by her neighbour.
Islington Council (202107231)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s response to the residents’ repair request following a leak into their wet room.
Nuneaton and Bedworth Borough Council (202011526)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about: The landlord’s response to the resident’s reports of water and vegetation ingress at the property’s garage following a refurbishment project; The landlord’s response to the resident’s concerns about being charged for services that were not received …
Paragon Asra Housing Limited (202100150)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of the kitchen and bathroom upgrades; The condition of the property when the resident moved in; and The landlord’s actions in response to reports of mould in the property.
Southern Housing Group Limited (202102647)
Severe Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of damp and mould at the property. The associated communication and complaints handling.
Westminster City Council (202109512)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about: The actions of the local authority’s environmental health department in response to the resident’s reports of noise from a neighbour. The landlord’s response to the resident’s reports of noise from a neighbour’s boiler. The landlord’s handling …
Camden Council (202007497)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The landlord’s handling of restorative works at the resident’s property, following a water leak. The landlord’s handling of asbestos identified at the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Harlow District Council (202006770)
No Maladministration
Complaint: Estate Management
REPORT COMPLAINT 202006770 Harlow District Council 21 February 2022 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 is […]
Kirklees Council (202006481)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s: response to the resident’s reports of an operative causing damage to her property. response to the resident’s reports of operatives attending without prior notice, having a master key to the property and gaining access when …
Optivo (202105121)
Maladministration
Complaint: ASB/Abuse/Nuisance
The resident’s complaint is about the landlord’s handling of her complaint about Anti Social Behaviour (“ASB”).
Peabody Trust (202006782)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the level of compensation the landlord offered in relation to its handling of the sale of the property.
Sanctuary Housing Association (202001888)
Partial Maladministration
Complaint: Information and data management
The complaint is about the landlord’s handling of window repairs at the property. The Ombudsman has also investigated the landlord’s record keeping.
Sanctuary Housing Association (202107138)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s concerns about staff conduct. The Ombudsman has also investigated the landlord’s response to the incident that occurred outside the resident’s property.
Southwark Council (202006396)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident’s complaint is about the landlord’s decision not to install a hand basin in the bathroom of the property.
Thanet District Council (202100615)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlords’ handling of the residents’ concerns about the condition of the kitchen including the lack of heating.
The Guinness Partnership Limited (202103612)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s report of a leak at the property.
Wolverhampton City Council (202112929)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request for repairs to her shed, and her subsequent complaint.
A2Dominion Housing Group Limited (202106070)
No Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202106070 A2Dominion Housing Group Limited 18 February 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
Birmingham City Council (202015944)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of and communication regarding outstanding repairs for water leaks into the resident’s leasehold property.
Karbon Homes Limited (202110697)
Reasonable Redress
Complaint: Managing Relations
REPORT COMPLAINT 202110697 Karbon Homes Limited 18 February 2022 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 is […]
Newcastle City Council (202010082)
Reasonable Redress
Complaint: Managing Relations
The lack of support offered by the landlord following the resident witnessing an aggravated burglary opposite her previous property.
North Kesteven District Council (202008668)
Maladministration
Complaint: Estate Management
The complaint is regarding the landlord’s: Handling of repairs at the resident’s property, including damp issues and works to her garden. Response to the resident’s concerns regarding a boundary dispute affecting her property.
Tower Hamlets Homes (202115528)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s dissatisfaction with its antisocial behaviour (ASB) policy and procedure. The landlord’s handling of ASB allegations made against the resident by her neighbour (A). The landlord’s handling of the associated complaint.
Birmingham City Council (202102644)
Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202102644 Birmingham City Council 17 February 2022 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 is […]
Hackney Council (202100876)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s response to the resident’s queries about service charges for the financial year 2019/20, including his request to inspect supporting information and documents. The landlord’s complaints handling.
Runnymede Borough Council (202107057)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about: the landlord’s refusal of the resident’s mutual exchange application and; the landlord’s response to the resident’s reports about repairs/adaptations to the property.
Southwark Council (202016039)
Partial Maladministration
Complaint: Financial
This complaint is about: The landlord’s handling of the resident’s reports of two roof leaks at the building; The landlord’s response to the resident’s concerns about leaking asbestos; The landlord’s refusal to provide a proportionate refund of service charges for …
Swindon Borough Council (202108577)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of concerns raised by the resident regarding changes made to its sheltered housing services.
Birmingham City Council (202016076)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s response to the resident’s reports of damp and mould at the property. The landlord’s response to the resident’s request for compensation for items damaged by mould. The Ombudsman has also considered the landlord’s record …
Clarion Housing Association Limited (202003749)
No Maladministration
Complaint: Information and data management
This complaint is about: The level of redress the landlord offered in respect of its acknowledged delays and failures whilst handling a loss of hot water to the property, the resident’s transfer of ownership and her subsequent complaint; The landlord’s …
London & Quadrant Housing Trust (202101738)
Maladministration
Complaint: Financial
The complaint is about the landlord’s decision to increase rent payments following an IT error.
Peabody Trust (202107980)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about how the landlord handled the resident’s reports of antisocial behaviour (ASB) and counter allegations of ASB made against her.
Rochdale Boroughwide Housing Limited (202017219)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about the condition of the property.
Wandsworth Council (202004707)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to: Repairs to communal lighting. The payment of service charge for electricity.
Clarion Housing Association Limited (202012888)
Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202012888 Clarion Housing Association Limited 15 February 2022 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 […]
Co-operative Development Society Limited (202117248)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to: The resident’s reports of damp and mould in her property. The resident’s request for repairs to her windows. The resident’s request for a replacement kitchen.
Derwent Housing Association Limited (202010251)
No Maladministration
Complaint: Moving/Buying/Selling Home
REPORT COMPLAINT 202010251 Derwent Housing Association Limited 15 February 2022 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 […]
Housing 21 (202116614)
Outside Jurisdiction
Complaint: Managing Relations
The complaint concerns the landlord's handling of a reference request for the resident’s housing application for a property with another landlord.
Birmingham City Council (202106300)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of problems with the heating system in the property.
bpha Limited (202004542)
No Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of the administration of the resident’s rent account. The landlord’s complaint handling.