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 1,975 of 16,227 decisions
Croydon Churches Housing Association Limited (202001549)
Partial Maladministration
Complaint: Old Compensation categories
This complaint is about the following issues: The landlord’s handling of leaks to a neighbouring property, including its handling of a forced entry into the resident’s property and the changing of the keys, and the way it communicated with the …
Flagship Housing Group Limited (202005674)
Maladministration
Complaint: Financial
The resident complained about the landlord’s response:
Gentoo Group Limited (201817178)
No Maladministration
Complaint: Old Tenants Behaviour categories
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours.
Sheffield City Council (201915229)
No Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 201915229 Sheffield City Council 24 February 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 is […]
Southern Housing Group Limited (202007148)
No Maladministration
The resident complains about the landlord’s decision to refuse her request for the notice period for the property to be reduced to two weeks, following her reports of ASB and communal repairs.
Thanet District Council (202001554)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s response to reports of an infestation; The landlord’s response to reports of Antisocial Behaviour (ASB), specifically in terms of the dumping of rubbish in communal areas and noise nuisance, and; The landlord’s priority banding …
Aldwyck Housing Group Limited (201907614)
Partial Maladministration
Complaint: Financial
The complaint is about service charges added to the resident’s rent account by the landlord. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Barnet Homes (202004063)
Maladministration
Complaint: Managing Relations
The complaint refers to: The landlord’s handling of repairs to the resident’s property. The resident’s concerns relating to staff conduct.
Catalyst Housing Limited (202002366)
Maladministration
Complaint: Old Complaints Handling categories
REPORT COMPLAINT 202002366 Catalyst Housing Limited 23 February 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Central and Cecil Housing Trust (202002657)
Partial Maladministration
Complaint: Financial
The tenant has complained that: The landlord took too long to refund a service charge credit The landlord took too long to respond to concerns about fire safety; including repairs to smoke/heat detectors and an emergency light The cyclical decorating …
Crawley Borough Council (202003168)
Outside Jurisdiction
Complaint: Financial
This complaint is about: The resident’s liability to pay costs relating to repairs to his porch roof, included in his 2018-2019 service charges. The standard of the works carried out to the resident’s porch roof under a major works programme …
Housing 21 (201905687)
Outside Jurisdiction
Complaint: Applicant
This complaint is about: The landlord’s handling of the resident’s application for housing in an extra care property in 2016. The landlord’s response to the resident’s request for compensation for the costs he incurred in preparing to move into the …
London & Quadrant Housing Trust (201915921)
Maladministration
Complaint: Old Compensation categories
REPORT COMPLAINT 201915921 London and Quadrant Housing Trust 23 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
London & Quadrant H T (202003178)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of outstanding repairs to the heating system.
Notting Hill Genesis (201909347)
Partial Maladministration
Complaint: Estate Management
REPORT COMPLAINT 201909347 Notting Hill Genesis 23 February 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 is […]
Pine Court Housing Association Limited (202001625)
No Maladministration
Complaint: Old Charges categories
The complaint concerns: The landlord’s handling of the resident’s rent account. The level of advice and support provided by the landlord to the resident while problems with his rent account were resolved.
Sanctuary Housing Association (202003183)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of damp and mould in his property.
Shepherds Bush Housing Association Limited (202009257)
No Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s response to the resident’s request for it to carry out a roof repair.
Thames Valley Housing Association Limited (201904274)
Outside Jurisdiction
Complaint: Estate Management
The complaint concerns a dispute about the area allocated to the resident as their garden and how this is defined in associated paperwork.
Wakefield And District Housing Limited (202005491)
No Maladministration
The complaint concerns: The landlord’s decision not to progress the resident’s Right to Acquire (RTA) application. The level of compensation awarded by the landlord.
Hyde Housing Association Limited (202006083)
Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s handling of the resident’s request to terminate her tenancy and her subsequent request for her tenancy to be reinstated.
Islington Council (202001430)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of a leak through their bathroom ceiling.
London & Quadrant Housing Trust (201914783)
Partial Maladministration
Complaint: Leaseholder
The complaint is about the landlord’s response to the resident’s: allegations of not maintaining the drainage system at the property; request to make a claim for damages; associated formal complaint.
Mid Devon District Council (202007057)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s decision to recharge the resident for repair costs following works on her boiler.
Newham Council (201907168)
Partial Maladministration
Complaint: Financial
The complaint is about: the landlord’s handling of rent arrears following the resident’s succession of the tenancy; the landlord’s handling of repairs to the resident’s property; the landlord’s complaints handling.
Paragon Asra Housing Limited (202005054)
Outside Jurisdiction
Complaint: Information and data management
The resident complained about the landlord’s: handling of a staircasing transaction in 2012. response to their request for the registration certificate for the solar panels at the property.
The complaint is about the landlord’s response to the resident’s reports of reoccurring leaks at their property.
Cottsway Housing Association Limited (201914012)
No Maladministration
The complaint is about the landlord’s response to the resident’s request to be allowed to retain CCTV he had installed prior to seeking its permission.
Grand Union Housing Group Limited (201913972)
Maladministration
Complaint: Case Review
The complaint is about the landlord’s response to the resident’s report of disrepair in the property, primarily: The dormer windows not fitted correctly, allowing water ingress into his flat when open; The water leak into his flat; The front and …
Sanctuary Housing Association (202007710)
Partial Maladministration
Complaint: Old Tenants Behaviour categories
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour. The landlord’s handling of the associated formal complaint.
Clarion Housing Association Limited (201906262)
Maladministration
Complaint: Old Property Condition categories
The resident complains about the landlord’s delay in resolving a leak into the property, and its subsequent offer of compensation for this.
Kingston upon Thames Council (202002989)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s concerns about an old heating box. Complaint handling.
Lambeth Council (201910354)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s concerns about plans for electrical works at her property; response to the resident’s reports about anti-social behaviour (ASB) from her neighbour, including: noise nuisance; cigarette smoke entering her property; response …
MHS Homes Ltd (201904750)
No Maladministration
Complaint: Voluntary
The complaint is regarding the landlord’s handling of: The resident’s reports of Anti-Social Behaviour and harassment from a neighbour.
Clarion Housing Association Limited (201901347)
Partial Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s response to reports of: broken paving slabs; defective street lighting; and complaint handling.
Hackney Council (202005077)
Mediation
Complaint: Old Property Condition migrated-2025
The resident complained about the landlord’s handling of repairs to the heating and hot water in the property.
Hammersmith and Fulham Council (201904615)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns: The landlord’s handling of the resident’s reports of a leak into his property. The landlord’s decision not to investigate this complaint at stage two.
Home Group Limited (201915622)
Mediation
Complaint: Estate Management
The resident complained about how the landlord handled their:
Kingston upon Hull City Council (202005965)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to: the resident’s reports of damp and mould between 2015 and June 2019 the resident’s reports of damp and mould from June 2019.
Dudley Metropolitan Borough Council (201911389)
Maladministration
Complaint: Managing Relations
The complaint concerns: The landlord’s response to the resident’s request for bathroom and kitchen repairs. The landlord’s communication and complaint handling.
Hammersmith and Fulham Council (202005270)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s handling of repairs to the resident’s fence.
London & Quadrant Housing Trust (202000180)
Partial Maladministration
Complaint: Old Charges categories
The complaint is about: the administration of service charges the landlord’s handling of the associated formal complaint.
Notting Hill Genesis (202000349)
No Maladministration
Complaint: Old Complaints Handling categories
The complaint is about: The landlord’s response to the resident’s requests for adaptations to the property. Her reports of repairs required to the property. The landlord’s handling of her complaint.
Octavia Housing (202007247)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s response to the resident’s reports of noise disturbance from a neighbouring property; The landlord’s response to the resident’s reports of damage caused to the property by works carried out at a neighbouring property; The …
One Housing Group (202006720)
Mediation
The complaint is about:
One Housing Group Limited (202000092)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s request for information about the cladding on the building she resides in, to enable her to complete the sale of her shared-ownership home.
Leeds City Council (202005372)
Mediation
Complaint: Repairs
The resident complained about the landlord’s response to repairs, following a number of leaks at the property.
London & Quadrant Housing Trust (202001700)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The accuracy of the fire safety assessment completed by the landlord in relation to the building which the resident owns a property in. The landlord’s response to Government guidance on fire safety and cladding in relation …
Sanctuary Housing Association (201914575)
Partial Maladministration
Complaint: Leaseholder
REPORT COMPLAINT 201914575 Sanctuary Housing Association 15 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Vivid Housing Limited (202008502)
Reasonable Redress
Complaint: Old Tenants Behaviour categories
The complaint is about: The landlord’s administration of the resident’s rent account. The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s key return at the end of the tenancy.