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"
Metropolitan Housing Trust Limited (202013128)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs to the resident’s drains. The landlord’s complaint handling.
Peabody Trust (202015071)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s handling of repairs to the resident’s property following his reports of sewage leaks and the level of compensation offered by it to him for this.
Peabody Trust (202016801)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s: response to the tenant’s reports regarding a leak from her neighbour’s balcony; complaints handling.
Peabody Trust (202101023)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
This complaint relates to: the landlord’s handling of the resident’s reports of a water outage. the actions of the managing agent.
Peabody Trust 2018 (202006390)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of various repairs required to her property. The complaint is about the landlord’s complaint handling.
Metropolitan Housing Trust Limited (202014439)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of leaks in the heating system in his property. Complaint handling.
Metropolitan Housing Trust Limited (202014736)
Maladministration
Complaint: Financial
The resident complained about the landlord’s response to her complaint about her service charge for 2018/19 and in particular its failure to explain the basis for a particular item charged.
Metropolitan Housing Trust Limited (202104657)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the administration of the resident’s rent account. The landlord’s handling of the associated complaint.
Newlon Housing Trust (202108218)
Outside Jurisdiction
Complaint: Occupancy Rights
The complaint concerns the landlord's response to the resident’s request to amend the terms of their tenancy concerning succession rights.
London & Quadrant Housing Trust (202007527)
Maladministration
Complaint: Managing Relations
The complaint is about: the landlord's response to the resident’s reports of cracks and subsidence at the property and the back door not closing properly. The landlord’s complaint handling.
‘Johnnie’ Johnson Housing Trust Limited (202011944)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request that it install extractor fans in the resident’s bungalow at its cost.
Trafford Housing Trust Limited (202106952)
Outside Jurisdiction
Complaint: Financial
The complaint concerns the resident’s liability to pay Trustcare charges.
Peabody Trust (201905045)
Partial Maladministration
Complaint: Estate Management
This complaint is about the landlord’s response to: The resident’s reports of leaks from the roof of his property. The resident’s reports of damage to his property caused by leaks from the roof. The landlord’s complaint handling and record keeping.
Newlon Housing Trust (202009177)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s decision to decant (move) the resident from her current property to an alternative property owned by the landlord.
London & Quadrant Housing Trust (202013618)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Response to the resident’s concerns that it removed her bikes from the bike shed without her consent or notice. Complaint handling.
Metropolitan Housing Trust Limited (202010783)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Response to the resident’s concerns that its contractors had not adhered to Covid-19 safety measures when working in her property. Response to the resident’s concerns regarding missed and unannounced appointments by its contractors. Response …
Peabody Trust (202102862)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s complaint about his housing transfer application.
London & Quadrant Housing Trust (201800178)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The resident is complaining about the landlord’s handling of repairs in their property.
London & Quadrant Housing Trust (202102841)
Outside Jurisdiction
Complaint: Financial
The complaint is about the level of rent at the property.
Trafford Housing Trust Limited (202016694)
Outside Jurisdiction
Complaint: Financial
The resident complained that they pay an ‘affordable rent’ under their tenancy, rather than a ‘social rent’
Cheshire Peaks & Plains Housing Trust (202101835)
Maladministration
Complaint: Managing Relations
The complaint refers to the landlord’s handling of: repairs to the resident’s roof, outhouse and front door. the associated complaint.
Metropolitan Housing Trust Limited (202009961)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs at the property, specifically in respect of the heating and hot water systems and the landlord’s actions in respect of this.
Newlon Housing Trust (202001445)
Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; the related complaint.
Newlon Housing Trust (202104409)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord failing to make explicit that the property did not come with allocated parking.
Peabody Trust (202014401)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the insurance information given to the resident by the landlord following a leak in his home, and its handling of his subsequent complaint.
Watford Community Housing Trust (202010443)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to reports of a boiler leak.
Central and Cecil Housing Trust (201909418)
Partial Maladministration
Complaint: Managing Relations
The complaint refers to: The landlord’s handling of the resident’s internal transfer request and communication about this. The landlord’s response to the resident’s request to install a dishwasher and washing machine in her current property. The landlord’s handling of the …
Metropolitan Housing Trust Limited (202009464)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled repairs to the resident’s kitchen.
Peabody Trust (202015287)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The resident has complained about: The landlord’s response to their reports of antisocial behaviour, including noise nuisance and bad odours. The standard of service in the handling of their complaints.
Metropolitan Housing Trust Limited (202102028)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s request to carry out alterations to her garden. The landlord’s handling of the associated complaint.
South Tyneside Housing Ventures Trust Limited (202012516)
Maladministration
Complaint: Estate Management
The complaint is about the standard of cleaning carried out at the property.
Bromsgrove District Housing Trust Limited (202013026)
No Maladministration
Complaint: Managing Relations
The resident complained about the landlord's response to: his report of flooding at the property. his concern that the flooding was the result of the property’s flawed development / construction. his request for compensation.
Peabody Trust (202009412)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of noise nuisance from a neighbouring property.
London & Quadrant Housing Trust (202002368)
Partial Maladministration
Complaint: Estate Management
The complaint refers to: The landlord’s response to the resident’s reports of a water leak into her property. The resident’s concern that she should be paying her service charge directly to the managing agent of the building instead of the …
London & Quadrant Housing Trust (202017370)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Response to the resident’s concerns regarding the requirement to carry out fire safety remedial works in the building which he owns a property in. Response to the resident’s concerns that it was not responsible …
Trafford Housing Trust Limited (202008540)
Maladministration
Complaint: Managing Relations
The resident complained about the landlord's response to his complaint that he had been left without heating and hot water for 18 months between 2016 - 2018.
London & Quadrant Housing Trust (202009045)
No Maladministration
Complaint: Financial
The complaint refers to: The landlord’s handling of repairs following a leak from the roof of the resident’s building. The landlord’s response to the resident’s request for compensation for distress and inconvenience and costs incurred as a result of the …
Peabody Trust (202011082)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the leaseholder’s complaint about: His reports of a leak outside his property. His request for information on making an insurance claim. Events that occurred after the final complaint response of 7 December …
London & Quadrant Housing Trust (202000245)
Outside Jurisdiction
Complaint: Estate Management
The complaint refers to: The landlord’s introduction of a communal caretaking service and service charge for this. The resident’s concerns about the level of service charge and her request for this to be removed. The resident’s concerns about the frequency …
Newlon Housing Trust (202004296)
Mediation
Complaint: Old Property Condition migrated-2025
The landlord’s handling of a reoccurring leak from the flat above the resident’s property.
Cheshire Peaks & Plains Housing Trust (202010792)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is regarding: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of ASB reports made against the resident. The landlord’s complaint handling.
London & Quadrant Housing Trust (202007908)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident has complained that the landlord has offered insufficient compensation after upholding their complaint about the condition of the property when let, and about the handling of the resulting repairs.
Metropolitan Housing Trust Limited (202002912)
Maladministration
Complaint: Financial
This complaint is about the landlord’s handling of: the resident’s questions about service charges; the related complaint.
Metropolitan Housing Trust Limited (202101822)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s response to reports of repairs to the resident’s garage.
Metropolitan Housing Trust Limited (202012807)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of repairs following major gas works in 2019.
Peabody Trust (202005661)
Mediation
Complaint: Old Property Condition migrated-2025
The resident complained about the level of compensation the landlord offered toward the cleaning, following a fire in the property.
Metropolitan Housing Trust Limited (202100327)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to vandalism and misuse of the resident’s allocated parking bay. The landlord’s handling of repairs and replacement of the resident’s parking bollard. The landlord’s complaints handling.
Metropolitan Housing Trust Limited (202100690)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns: The landlord’s response to the resident’s reports of the condition of the communal bin store serving her property; it’s decision to decline the resident’s request for a management transfer; the effect the situation has had on her …
London & Quadrant Housing Trust (201912002)
Partial Maladministration
Complaint: Financial
The complaint is regarding: The landlord’s handling of repairs to the resident’s underfloor heating system and its subsequent offer of compensation. The landlord’s decision to offset some of the compensation awarded to the resident against her rent arrears. The landlord’s …
Newlon Housing Trust (202012890)
No Maladministration
Complaint: Managing Relations
The Complaint is about the landlord’s response to residents’ reports about: Repairs to the kitchen at the property including cupboards, mixer tap and linoleum flooring. Repairs to the electric cooker. The landlord’s complaint handling.