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"
London & Quadrant Housing Trust (202013643)
Outside Jurisdiction
Complaint: Financial
The resident has complained about the following issues: That service charges for maintaining and operating a door entry system are too high. That the landlord cannot, or should not, recharge her for the full cost of this item.
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of a leak at the resident’s property.
Peabody Trust (202014675)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns: the level of compensation offered to the resident following a water leak in his property the landlord’s handling of the resident’s reports of an ongoing water leak.
Metropolitan Housing Trust Limited (202011850)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: Repairs to the communal lift. The resident’s complaint about the issue.
Peabody Trust (202003187)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s complaint about the advice and support it gave her in relation to the sale of her property.
Southway Housing Trust (Manchester) Limited (202015797)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s claim for compensation for damage to his belongings, which the resident said was caused by the growth of mould in the property.
London & Quadrant Housing Trust (202006559)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of the resident’s service charge account. The landlord’s handling of the resident’s request for a credit in relation to charges for scaffolding. The landlord’s handling of the resident’s complaint.
Metropolitan Housing Trust Limited (201912991)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about delays in cyclical works to the property.
Metropolitan Housing Trust Limited (202009429)
Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: concerns raised by the resident about planned works to his block; the related complaint.
Metropolitan Housing Trust Limited (202101346)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s requests for cyclical works and maintenance to the property.
Cheshire Peaks & Plains Housing Trust (201910162)
Maladministration
Complaint: Estate Management
The complaint is about:
Peabody Trust (202007534)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s:
London & Quadrant Housing Trust (202014377)
Outside Jurisdiction
Complaint: Financial
The complaint is about the payability and reasonableness of the service charges at the property.
London & Quadrant Housing Trust (202100892)
Reasonable Redress
Complaint: Estate Management
The complaint concerns the landlord’s handling of: repairs to resolve a leak in the roof of the building, and; the resident’s request to receive a copy of a surveyor’s report following an inspection of the building.
Metropolitan Housing Trust Limited (202010666)
Maladministration
Complaint: Estate Management
The complaint is about: the landlord’s handling of the resident’s request for a refund of her service charge in relation to the number of times the communal lift was not in operation; the landlord's associated handling of the complaint.
Trafford Housing Trust Limited (201914289)
Partial Maladministration
Complaint: Estate Management
The complaint refers to the landlord’s response to the resident’s concerns about: The grounds maintenance provided at the property. The service charge associated with grounds maintenance at the property.
Saffron Housing Trust Limited (202008332)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The resident complains: That she and her late husband were not informed and consulted before a development project commenced. About the landlord’s response to reports of noise disturbance and vibration from construction work at an adjacent development site, and the …
Cheshire Peaks & Plains Housing Trust (202010072)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s response to the resident’s reports: that it breached its contractual agreement regarding improvements to his property; of damage caused during the removal of loft insulation by its contractors, and the subsequent amount of compensation …
London & Quadrant Housing Trust (201910580)
Partial Maladministration
Complaint: Financial
REPORT COMPLAINT 201910580 London & Quadrant H T 19 May 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 (201910038)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of defective windows. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Southway Housing Trust (Manchester) Limited (202012382)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord's response to the resident's request to be reimbursed for a parking fine.
Metropolitan Housing Trust Limited (202003572)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s: reports regarding the conduct of the landlord’s employee; reports regarding parking enforcement and works; reports regarding repairs to a communal door; request for information regarding her service charge; request for …
London & Quadrant Housing Trust (201909237)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of repairs in the property and a delay in activating her rent account.
Metropolitan Housing Trust Limited (202010164)
Outside Jurisdiction
Complaint: Estate Management
The complaint is about the landlords handling of the residents reports concerning the maintenance of roads outside the property.
Peabody Trust (202008304)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s request for a new key fob to access the communal front door.
Raven Housing Trust Limited (202008210)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Response to the resident’s reports of repair to an aerial. Response to reports from the landlord’s contractor of abusive behaviour by the resident. Complaint handling.
Peabody Trust (202014120)
Mediation
Complaint: Old Property Condition migrated-2025
The resident complained about the level of compensation the landlord offered in relation to their complaint about its handling of a leak.
London & Quadrant Housing Trust (202003007)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s offer of redress in relation to the repairs service it provided to the resident between 2015 and 2017. The landlord’s response to remove rent arrears on the resident’s rent account. The landlord’s response to …
Peabody Trust (201907854)
Partial Maladministration
The complaint is about: The landlord’s handling of the resident’s repair request The compensation offered by the landlord for a lack of heating The process and condition of the property at the start of the resident’s tenancy; and The landlord’s …
Metropolitan Housing Trust Limited (202004789)
Partial Maladministration
Complaint: Information and data management
The complaint is regarding landlord’s response to the resident’s concerns about: a faulty boiler at her property. her succession application. her Subject Access Request. the issues with her boiler affecting her health. the associated complaint.
Metropolitan Housing Trust Limited (202009065)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of:-
London & Quadrant Housing Trust (201912066)
Maladministration
Complaint: Health and Safety (inc. building safety)
The resident has complained about: the landlord’s response to reports of a gas leak from a neighbouring property and its handling of remedial works relating to the leak; the landlord’s complaint handling and the level of compensation offered.
London & Quadrant Housing Trust (L&Q) (201914859)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
This complaint is about: The landlord’s handling of the resident’s concerns following a fire in his building. The landlord’s handling of the resident’s request to move. The landlord’s handling of, and response to, the findings of the building’s 2018 Fire …
Metropolitan Housing Trust Limited (202010100)
Reasonable Redress
Complaint: Financial
The complaint refers to: The landlord’s administration of the resident’s rent account.
Peabody Trust (202008926)
Reasonable Redress
Complaint: Estate Management
The complaint is about: The landlord’s response to the resident’s reports of a leaking roof and damage caused to her living room ceiling, internal walls and possessions and;
Newlon Housing Trust (202009747)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s response to the resident’s request for repairs to the fitted wardrobe in the property.
Peabody Trust (202010415)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s dissatisfaction with: the water rate charges; and the availability of parking and the restrictions preventing her from obtaining a permit. The Ombudsman has also considered the landlord’s handling of the …
Newlon Housing Trust (202002118)
No Maladministration
Complaint: Estate Management
The complaint concerns the level of compensation offered by the landlord, in response to the resident’s reports of an odour from nearby communal bins.
Brighton Housing Trust (202000807)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about the water installation at the property.
Bromsgrove District Housing Trust Limited (202010431)
Reasonable Redress
Complaint: Financial
The complaint is about: the landlord’s collection of rent relating to the property in March 2021; the amount of compensation offered in relation to a flooding incident in August 2020; the amount of compensation offered in relation to a second …
Newlon Housing Trust (202009618)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns: the landlord’s handling of the resident’s reports of excessive heat and cold in the property. the landlord’s complaint handling. the landlord’s handling of the resident’s reports of mould and condensation in the property. the impact the condition …
Metropolitan Housing Trust Limited (201915499)
Reasonable Redress
Complaint: Managing Relations
The complaint concerns: The landlord’s handling of the resident’s reports of a pest infestation in his property. The landlord’s associated complaint handling.
Metropolitan Housing Trust Limited (202008511)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s: request for CCTV to be installed; requests for repairs to the communal door; reports of littering around the property; associated formal complaint.
Peabody Trust (202007447)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is regarding: the landlord’s handling of the resident’s request to be compensated for a damaged tyre. the landlord’s decision not to offer compensation for this damage. The resident also complained about the landlord’s handling of her reports of …
Peabody Trust 2018 (202005275)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
London & Quadrant Housing Trust (201914231)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The resident’s complaints are about:
Newlon Housing Trust (202012759)
Reasonable Redress
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of the resident’s reports of a leak in her property, and the subsequent damp, mould, and damage to her personal belongings.
Peabody Trust (202002384)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The resident complains about the landlord’s handling of the reported electromagnetic field (EMF) disturbance in her flat. This Service will also consider the landlord’s complaints handling.
Watford Community Housing Trust (202008650)
No Maladministration
Complaint: Old Tenants Behaviour categories
This complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours (Ms Y and Ms Z) after 16 September 2020. The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her …
London & Quadrant Housing Trust (202000937)
No Maladministration
Complaint: Old Outside HOS Jurisdiction categories
The complaint is about the landlord’s response to the resident’s requests about: Additional security, lighting and CCTV following a burglary. Repairs to a window following a burglary.