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"
Peabody Trust 2018 (202001588)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The resident has complained that the landlord has offered insufficient compensation following a large leak and extensive, long term follow up repairs.
Peabody Trust 2018 (202007451)
No Maladministration
Complaint: Policy Review
The complaint is about the landlord’s decision to not carry out additional repairs to a bike shed door.
Peabody Trust (201904945)
Reasonable Redress
Complaint: Old Property Condition categories
The complaint refers to the landlord’s: handling of proposed upgrades to the resident’s property, complaint handling.
Peabody Trust 2018 (202004640)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request for repairs to her door, oven, and balcony.
Complaint: Estate Management
The complaint is about the length of time it took to pay compensation to the resident consequent to a complaint about a lack of grounds maintenance.
Newlon Housing Trust (201910275)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: response to the resident’s concerns regarding the parking at the property, response to the resident’s reports of antisocial behaviour (asb) at the property, complaint handling.
Newlon Housing Trust (201900742)
Partial Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of:
Cheshire Peaks & Plains Housing Trust (202001629)
No Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s: concerns about the condition and suitability of her bathroom; associated formal complaints.
Livv Housing Group (202010618)
Reasonable Redress
Complaint: Old Property Condition categories
REPORT COMPLAINT 202010618 Knowsley Housing Trust 10 March 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 […]
Metropolitan Housing Trust Limited (202004074)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports about anti-social behaviour (ASB) noise nuisance caused by her neighbour; and complaints handling.
London & Quadrant Housing Trust (202001649)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s mutual exchange.
Metropolitan Housing Trust Limited (201817108)
Maladministration
The complaint is about the landlord’s complaint handling, specifically, its offer of compensation in recognition of its delay in attending the property following the report of a potential gas and carbon monoxide leak, and its communication.
The complaint is about the amount of compensation offered by the landlord. The resident explained that the outstanding issue is that the amount of compensation offered does not fully compensate for historical high electricity costs they incurred.
Metropolitan Housing Trust Limited (202006931)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s: Response to the resident’s report about a fault with the boiler. Complaint handling.
Peabody Trust (202002510)
Outside Jurisdiction
Complaint: Old Complaints Handling categories
The complaint is about the terms of a new tenancy agreement offered by the landlord.
Metropolitan Housing Trust Limited (202005064)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s: response to the resident’s reports of no heating in her property, response to the resident’s report of damp and mould in the bathroom of the property, handling of the associated complaint.
Newlon Housing Trust (202009745)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about: the landlord not communicating the outcome of a survey at the property to the resident and its handling of repairs, remedial works and communal issues. the landlord’s complaint handling.
Southway Housing Trust (Manchester) Limited (202011705)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of: repair work in respect of mould and damp in the resident’s property. the associated formal complaint.
London & Quadrant Housing Trust (202003890)
Partial Maladministration
Complaint: Estate Management
This complaint is about: The landlord’s response to the resident’s reports of issues with parking at this property. The landlord’s response to the resident’s request that the windows in his bathroom and kitchen be replaced. The landlord’s response to the …
Metropolitan Housing Trust Limited (202000069)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Response to the resident’s concerns regarding fire safety Response to the resident’s concerns regarding service charges for fire safety and maintenance Complaint handling
Peabody Trust (201909073)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s response to the resident’s concerns about how it dealt with an infestation at his building following the discovery of a decomposing body in a neighbour’s flat.
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 …
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 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.
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.
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 …
Cheshire Peaks & Plains Housing Trust (201915731)
No Maladministration
Complaint: Old Estate Management categories
REPORT COMPLAINT 201915731 Cheshire Peaks & Plains Housing Trust 13 November 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide […]
London & Quadrant Housing Trust (202001461)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s request for information to enable her to complete the sale of her shared-ownership home, including information about the cladding on the building she resides in.
Cheshire Peaks & Plains Housing Trust (202004898)
Reasonable Redress
The complaint is about the landlord’s response to a plumbing repair.
Newlon Housing Trust (201912566)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to Government guidance on cladding in relation to the building the resident owns a property in. Response to the resident’s request to reimburse the costs which she had incurred in attempting to sell …
Metropolitan Housing Trust Limited (202000692)
Reasonable Redress
Complaint: Old Home Ownership Issues (not new build) categories
The landlord’s response to the resident’s request for maintenance and cyclical works at the property.
Peabody Trust 2018 (202002309)
Reasonable Redress
Complaint: Old Tenants Behaviour categories
REPORT COMPLAINT 202002309 Peabody Trust 2018 5 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 […]
London & Quadrant Housing Trust (202001175)
Maladministration
Complaint: Old Complaints Handling categories
The complaint concerns: The landlord’s decision to replace a double-glazed bedroom window, that it had installed at the resident’s property, with a single-glazed window following planning permission issues with the local authority. The landlord’s communication and complaint handling.
Metropolitan Housing Trust Limited (202004538)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: reports of a rotten patio door and damp and mould; associated formal complaint.
Newlon Housing Trust (202001604)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s decision not to reimburse the resident for water costs she says she incurred as a result of its delaying in repairing the toilet water flush mechanism and then later paying compensation into her rent …
London & Quadrant Housing Trust (202001937)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s:
Complaint: Old Complaints Handling categories
REPORT COMPLAINT 201911461 Metropolitan Housing Trust Limited 30 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
Peabody Trust (201913961)
Maladministration
Complaint: Old Compensation categories
REPORT COMPLAINT 201913961 Peabody Trust 29 January 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 […]
Peabody Trust (202000513)
Reasonable Redress
Complaint: Old Tenants Behaviour categories
REPORT COMPLAINT 202000513 Peabody Trust 29 January 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 […]
Peabody Trust (202001840)
Outside Jurisdiction
Complaint: Managing Relations
The resident complains about the level of tenancy support he has received from his support provider.
Trafford Housing Trust Limited (201914651)
Reasonable Redress
The complaint is about the landlord’s response to multiple requests for repair works to the resident’s heating system.
London & Quadrant Housing Trust (202000464)
No Maladministration
Complaint: Old Charges categories
The complaint is about: the landlord’s handling of repairs to the communal areas of the building the property is situated in, specifically whether repairs were being carried out properly and/or were necessary; the level of service charge increases.
Metropolitan Housing Trust Limited (202007488)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of reports of it removing vegetation from the garden of the resident’s property without her permission.
London & Quadrant Housing Trust (201916043)
Partial Maladministration
Complaint: Old Property Condition categories
REPORT COMPLAINT 201916043 London & Quadrant H T 21 January 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]
London & Quadrant Housing Trust (202004505)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
The resident complains about how the landlord handled her reports of anti-social behaviour by her neighbours, in particular: the landlord’s decision in January 2019 to seek an injunction against one neighbour rather than a possession order; and how the landlord …
London & Quadrant Housing Trust (202000305)
Maladministration
Complaint: Old Charges categories
The complaint is about the lack of rent abatement for the period that the resident was temporarily decanted from her home.
Peabody Trust (202007376)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint relates to the landlords handling of a heating dis-repair issue.
Metropolitan Housing Trust Limited (201806741)
No Maladministration
Complaint: Old Property Condition categories
REPORT COMPLAINT 201806741 Metropolitan Housing Trust Limited 18 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
London & Quadrant Housing Trust (201914099)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Response to Government guidance on fire safety and cladding in relation to the building which the resident owns a property in. Request for the resident to pay its legal fees in relation to her …
Metropolitan Housing Trust Limited (201907476)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: