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 2,208 of 16,227 decisions matching "london"
London & Quadrant Housing Trust (L&Q) (202101570)
Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of: The resident’s request for a full breakdown of service charges, and an explanation for the increase in service charges, since 2017/18. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202202905)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of a repair to the resident’s heating and hot water system. The Ombudsman also considered the landlord's complaint handling.
London & Quadrant Housing Trust (L&Q) (202225049)
Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s concerns regarding service charges applied to her account. The Ombudsman has also considered the associated complaint handling as part of this investigation.
London & Quadrant Housing Trust (L&Q) (202124242)
No Maladministration
Complaint: Financial
This complaint is about the landlord’s: Response to the leaseholder’s concerns about its ground rent and lease extension practices; Complaint handling.
London & Quadrant Housing Trust (L&Q) (202206767)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the resident’s concerns about his neighbour’s video doorbell. The landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202214900)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord's handling of the resident's reports of a loss of heating and hot water, including the level of compensation offered. The landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202207377)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of faulty windows, and its associated repairs.
City of London Corporation (202119697)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s: Handling of the resident’s request to purchase the remaining share of the property. Response to the resident’s concerns regarding a valuation of the property.
London & Quadrant Housing Trust (L&Q) (202221313)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to concerns about: the suitability of a new hand wash basin installed in the property; water damage caused by a slow leak resulting from the hand wash basin installation, and; complaint handling.
London & Quadrant Housing Trust (L&Q) (202200878)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: response to the resident’s report of a fire safety incident; handling of the resident’s associated complaint.
London Borough of Redbridge (202223569)
Maladministration
Complaint: Managing Relations
The complaint concerns: The landlord’s handling of the replacement of the property’s front door. The associated formal complaint into the issue.
Haringey London Borough Council (202220851)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: The resident’s management move, The associated complaint.
London Borough of Barking and Dagenham (202210257)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord's handling of the replacement of the resident's windows. The landlord's complaint handling.
London & Quadrant Housing Trust (L&Q) (202211400)
Reasonable Redress
Complaint: Financial
This complaint is about the landlord’s: Communication about increased service charges. Increase of emergency lighting maintenance costs. Complaint handling.
London Borough of Hackney (202219315)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of a leak and resulting damage affecting her property.
London & Quadrant Housing Trust (L&Q) (202120759)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The landlord’s response to the resident’s request for information about fire safety and cladding on the block he owned a shared-ownership property in, to enable him to complete the sale of the property; The landlord’s response …
London & Quadrant Housing Trust (L&Q) (202212381)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s request to remove a shower cubicle and install a bath in her property. The Ombudsman has also considered the landlord’s handling of the formal complaint.
London & Quadrant Housing Trust (L&Q) (202212402)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of a property transfer and the size of the second bedroom at the property. The Ombudsman has also looked at the landlord’s complaint handling.
Haringey London Borough Council (202215853)
Maladministration
Complaint: Information and data management
The complaint is about the landlord’s handling of: Repairs to the flooring following a central heating upgrade. The stairlift replacement. This Service has also considered the landlord’s: Complaint handling. Record keeping. The resident has also complained that the landlord has …
Haringey London Borough Council (202222055)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB), specifically: Smoking in communal areas. Disposal of waste. Harassment and threatening behaviour. This Service has also considered the landlord’s handling of the resident’s associated complaint.
London Borough of Brent (202213803)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB); the associated complaint.
London Borough of Hackney (202216281)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the property. The resident’s complaint.
London & Quadrant Housing Trust (L&Q) (202118974)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: Reports of the lack of heating and hot water. Various repair reports regarding the property. Reports of fly-tipping. Request to move to an alternative property.
London & Quadrant Housing Trust (L&Q) (202211385)
Severe Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of repairs following a leak from a neighbouring flat.
London Borough of Croydon (202204778)
Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s response to the resident’s: report regarding noise nuisance from a neighbouring property. request to be transferred to another property. associated complaint.
London Borough of Barnet (202220499)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to a stair lift.
London & Quadrant Housing Trust (L&Q) (202010229)
Maladministration
Complaint: Information and data management
This complaint is about the landlord’s: Response to the resident’s various disrepair concerns from April 2019. Handling of the resident’s vulnerabilities, health and welfare concerns. Complaint handling. Record keeping.
London & Quadrant Housing Trust (L&Q) (202214905)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord's response to the resident’s report of defects to bathroom works. The landlord's offer of compensation and its complaint handling.
Complaint: Estate Management
The complaint is about: The landlord’s handling of reports that the resident tripped in a communal car park. The landlord’s handling of the complaint.
London & Quadrant Housing Trust (L&Q) (202214705)
Severe Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: the resident’s window repairs; the associated complaint.
London & Quadrant Housing Trust (L&Q) (202206761)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Complaint handling.
London Borough of Croydon (202122556)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about: The landlord’s Noise Pollution Team’s response to the resident’s reports of noise nuisance. The landlord’s response to the resident’s reports of antisocial behaviour (ASB).
London Borough of Hounslow (202110086)
Maladministration
Complaint: Information and data management
REPORT COMPLAINT 202110086 London Borough of Hounslow 18 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
London & Quadrant Housing Trust (L&Q) (202205274)
Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202205274 London & Quadrant Housing Trust 18 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
London Borough of Enfield (202212869)
Partial Maladministration
Complaint: Estate Management
The complaint is about: The resident’s request for a suitability review of the property. The state of repair of the property at the start of the tenancy. The landlord’s response to the resident’s concerns about the condition of communal areas …
Haringey London Borough Council (202213700)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: a. Response to the resident’s reports of leaks and damp in the property. b. Complaints handling. The Ombudsman has also considered the landlord’s record keeping.
Haringey London Borough Council (202119831)
Severe Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s:
Haringey London Borough Council (202217469)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s: reports of shower repairs. associated complaint.
London Borough of Brent (202118180)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of noise nuisance complaints against the resident. This service has also considered the landlord’s complaint handling.
Haringey London Borough Council (202208301)
Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s rent account. The landlord’s complaint handling has also been investigated.
London Borough of Newham (202124872)
Maladministration
Complaint: Managing Relations
The complaint is regarding: the landlord's response to an emergency management transfer request the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202203480)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to: The resident’s reports of a leak in the property and the subsequent reimbursement request. The resident’s reports of damp and mould following the leak. The related complaint.
London & Quadrant Housing Trust (L&Q) (202209142)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s complaint about ownership of her allocated parking bay.
London Borough of Newham (202206717)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord responded to the resident’s reports of a leak into the property.
London Borough of Barnet (202109585)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance and anti-social behaviour (ASB) against her neighbour and the neighbour’s counter allegations made against her. The resident’s request for permanent rehousing. Complaint handling.
London Borough of Barnet (202122014)
Maladministration
Complaint: Information and data management
The complaint is about the resident’s inclusion on the landlord’s verbally abusive resident (VAR) list.
London Borough of Newham (202105739)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour by a neighbour. A previous court case concerning rent arrears. The resident’s complaint.
London & Quadrant Housing Trust (L&Q) (202011424)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of: Repairs to the balcony. Pests and dampness affecting the carpets.
London & Quadrant Housing Trust (L&Q) (202212817)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: the resident’s reports of noise nuisance caused by her above neighbour’s floorboards. the resident’s formal complaint.
London Borough of Ealing (202127721)
Partial Maladministration
Complaint: Managing Relations
This complaint is about: The condition of the property and the standard of checks undertaken by the landlord at the time of the resident’s mutual exchange. The landlord’s response to the resident’s repair requests, including the electrics, window restrictors, a …