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 Borough of Newham (202112331)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: Damp and mould in the property. Reports of antisocial behaviour. The associated complaint.
London Borough of Newham (202112842)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: Responsibility for the maintenance of a drain. Moving of a boundary fence. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202111018)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour and noise . Complaints handling.
London & Quadrant Housing Trust (L&Q) (202123168)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to the resident’s bathroom and downstairs toilet. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202200127)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: reports of her neighbours’ smoke entering her home; reports of various repairs and historical anti-social behaviour; the associated complaint.
London & Quadrant Housing Trust (L&Q) (202201490)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of the resident’s request to transfer. Complaints handling.
London Borough of Ealing (202121301)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of repairs to the kitchen worktop, an electrical socket, the bedroom windows and the bathroom ceiling. The landlord’s handling of the related communications and complaint.
London & Quadrant Housing Trust (L&Q) (202119970)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of reports that the resident had been injured due to the condition of the kitchen worktop; Handling of the resident’s request to have his carpet cleaned or replaced after paint or sealant was …
London & Quadrant Housing Trust (L&Q) (202207961)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Response to the resident’s concerns about the delay in providing the resident with a secure parking space. Complaint handling.
London Borough of Redbridge (202212305)
Maladministration
Complaint: Managing Relations
The complaint concerns: How the landlord handled the resident's reports of outstanding repair issues, including damp and mould in their property, following a leak from the property above. The associated formal complaint into this matter.
London Borough of Croydon (202201712)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about: The resident’s transfer request and the Council’s assessment of the resident’s housing need and banding. The resident’s request for a designated disabled parking bay. The landlord’s response to the resident’s reports of ASB and noise disturbance …
London & Quadrant Housing Trust (L&Q) (202112228)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to: The resident’s request for replacement windows and front door with a letterbox. The resident’s request for fencing repairs. The resident’s request for the landlord to install bollards to the rear of the …
London & Quadrant Housing Trust (L&Q) (202204023)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s ongoing reports of smells of fumes coming into the property from the garage below. Complaint handling.
Haringey London Borough Council (202122735)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of reports of noise nuisance , including providing soundproofing.
London & Quadrant Housing Trust (L&Q) (202120968)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s rehousing request. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202122722)
Partial Maladministration
Complaint: Information and data management
The complaint is about the landlord’s: Response to the resident’s concerns about information it shared with a third party. Response to the resident’s request for reasonable adjustments. Complaints handling.
London Borough of Hillingdon (202222294)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s wet room installation and its refusal to offer compensation.
London & Quadrant Housing Trust (L&Q) (201915363)
Maladministration
Complaint: Financial
The complaint is about the landlord’s: Apportionment of service charges for bulky refuse removal. Handling of the resident’s complaint.
London Borough of Ealing (202210861)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s concerns that there was a drainage problem at her property. Complaint handling.
London Borough of Hackney (202200920)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: the resident’s reports of repeated leaks from a neighbour’s property; and the associated complaint.
London Borough of Redbridge (202210856)
Maladministration
Complaint: Financial
The complaint is about the landlord’s: Handling of the damp and mould repairs at the resident’s property. Response to the resident's reports of damage following damp related repairs. Complaint handling.
London & Quadrant Housing Trust (L&Q) (202114933)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour (ASB). Counter allegation of noise nuisance made about the resident. Staff behaviour.
London & Quadrant Housing Trust (L&Q) (202203890)
Severe Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Reports of recurring leaks at her previous home. Move to another home due to disrepair issues. Complaints.
London Borough of Hackney (202206746)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s request for reimbursement of her expenses when experiencing a backflow of waste in June 2020. The landlord’s handling of external repairs to a hole outside the property. The landlord’s handling …
London & Quadrant Housing Trust (L&Q) (202115995)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s: Response to the resident’s dissatisfaction with the major works (external paintwork). Decision to offset the credit on the resident’s service charge account against outstanding major works charges without informing the resident. Handling of the …
London & Quadrant Housing Trust (L&Q) (202121929)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s request to change her tenancy from a joint to a sole tenancy and for a move. The Ombudsman will also consider the landlord’s complaint handling.
London Borough of Newham (202210355)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s report of a leak. The landlord’s handling of the associated complaint.
London & Quadrant Housing Trust (L&Q) (202012728)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of: Repairs to the resident’s property following a leak/flood. The resident’s claim for compensation for damaged belongings. The resident’s complaint.
London & Quadrant Housing Trust (L&Q) (202107935)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the time taken to complete the sale of the resident's property.
London & Quadrant Housing Trust (L&Q) (202110801)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of leaks. The associated damp and mould in their home. Reports of blockages to the kitchen and bathroom sinks. Complaint.
London & Quadrant Housing Trust (L&Q) (202126529)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s: Response to recommendations from an occupational therapist for adaptations at the property; Complaint handling.
Haringey London Borough Council (202114994)
No Maladministration
Complaint: Financial
The resident’s complaint is about the landlord’s handling of: the resident’s concerns about its effective management of water tanks (including maintenance and whether an alternative supply should be provided); the resident’s queries about the service charges for the water tanks; …
Haringey London Borough Council (202217471)
Severe Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the leaseholder’s reports of an ongoing leak from the roof.
London Borough of Barnet (202104957)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of: Noise from the pipes in the property. Defects to the door entry system and the rear communal door. Cleaning issues in relation to the communal areas. Other defects …
London Borough of Redbridge (202111800)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about: The landlord’s handling of reports of flooding at the resident's property. The landlord’s handling of the associated complaint.
Haringey London Borough Council (202126874)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports about repair issues, including: the roof; the window frames; the window panes; complaints handling.
London Borough of Ealing (202114284)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports of obstructions to his storage unit. The Ombudsman has also investigated the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202117221)
Partial Maladministration
Complaint: Managing Relations
The complaint is regarding the landlord’s: Handling of several repair issues, including reported damp and mould. Response to the resident’s concerns regarding staff conduct. This Service has also considered the landlord’s handling of the resident’s complaint.
Complaint: Managing Relations
The complaint is about the landlord’s: handling of adaptations required to the resident’s property. handling of the complaint
London & Quadrant Housing Trust (L&Q) (202207948)
Maladministration
Complaint: Managing Relations
The complaint is about:
Haringey London Borough Council (202219041)
Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s: Report of damp and mould in the property. Report of damage to her personal belongings and carpet due to the damp and mould. The Ombudsman has also considered the landlord’s …
London Borough of Barking and Dagenham (202014048)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Remedial work to the resident’s property following reports of damp and mould. The associated complaints.
London & Quadrant Housing Trust (L&Q) (202111758)
Partial Maladministration
Complaint: Estate Management
The complaint is about: The landlord's response to repairs to the property. The landlord's response to pest control issues. Complaint handling.
London & Quadrant Housing Trust (L&Q) (202115485)
Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of: The resident’s reports of water ingress caused by faulty guttering; The resident’s insurance claim covering the resultant damage; The associated complaint.
London Borough of Hackney (202004917)
No Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s request for compensation following the flooding of her property, and. related repairs to the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Haringey London Borough Council (202121329)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s: Reports of a leak into the property. Request for reimbursement for damage to his personal items due to the leak. The Ombudsman has also considered the landlord’s complaint handling as …
Haringey London Borough Council (202204505)
Severe Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of repairs at her property and her concerns regarding related service charges and the length of time scaffolding was in place. The Ombudsman will also consider the landlord’s complaint …
Haringey London Borough Council (202206204)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about repairs to: the roof; her bathroom; a garden fence.
London & Quadrant Housing Trust (L&Q) (202206602)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s reports of noise disturbances. The landlord’s complaint handling. The Ombudsman has also considered the landlord’s record keeping.
London & Quadrant Housing Trust (202007116)
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 complaint handling.