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 1,959 of 16,227 decisions
Onward Homes Limited (202111994)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202111994 Onward Homes Limited 31 January 2022 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 […]
Optivo (202110503)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint refers to the landlord’s handling of the resident’s reports of: noise nuisance from a community centre beneath her property. pest issues and repairs to her property.
Peabody Trust (201901683)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident about his reports of anti-social behaviour (‘ASB’).
South Holland District Council (201914962)
No Maladministration
Complaint: Financial
The complaint is about: The landlord’s response to the residents’ concerns about the service charge and service delivery. The service charge payable under the tenancy agreement. The landlord’s response to repairs.
Southwark Council (202100422)
No Maladministration
Complaint: Managing Relations
The resident complains about the landlord’s handling of his reports about the conduct of a member of staff.
The Guinness Partnership Limited (202112215)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of: The resident’s report of a faulty boiler. The resident’s request for compensation for home improvements on his previous property. The resident’s report of the cooker space being too small. The associated complaint …
Tuntum Housing Association Limited (202102559)
Partial Maladministration
Complaint: Managing Relations
The complaint is regarding: The landlord’s handling of the resident’s Move on Support Package (MoSP) application. The landlord’s response to the resident’s concerns regarding staff conduct and the allocation of a keyworker. The landlord’s handling of the resident’s complaint. The …
Aster Group Limited (202113626)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns: How the landlord responded to the resident’s reports of antisocial behaviour. The landlord’s decision to decline the resident’s request for a management transfer.
Barking and Dagenham Council (202108003)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about the provision of a heat interface unit (HIU) operating and maintenance safety manual (the manual) when the landlord installed the system in 2012 or afterwards.
Camden Council (202010798)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about: The resident’s concerns that the landlord breached its housing allocations scheme. The landlord’s decision not to offer the resident a permanent move while repairs were taking place.
Great Places Housing Association (202118432)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The landlord’s response to the activation of the resident’s carbon monoxide alarm. The landlord’s handlining of the resident’s complaint
London & Quadrant Housing Trust (202005403)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to: The resident’s reports of Anti-Social Behaviour (ASB). The resident’s request to be rehoused. The resident’s reports of damp and mould at his property. The Ombudsman has also considered the landlord’s handling of …
Metropolitan Housing Trust Limited (202100394)
Maladministration
Complaint: Health and Safety (inc. building safety)
This complaint is about the landlord’s handling of: the resident’s request for an EWS1 certificate; the related complaint.
Newcastle City Council (202109620)
Partial Maladministration
Complaint: Managing Relations
The complaint refers to the landlord’s handling of: Repairs to unblock the resident’s bath pipe. The associated complaint.
Newham Council (202012229)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from his upstairs neighbour.
Paragon Asra Housing Limited (202110918)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of: Repairs to the resident’s windows. The resident’s request for bathroom repairs or improvements (specifically, storage).
Peabody Enterprises Limited (202101262)
Outside Jurisdiction
Complaint: Estate Management
The complaint is about the parking spaces the resident rents from the landlord.
Sanctuary Housing Association (202015195)
No Maladministration
Complaint: Financial
The complaint concerns the landlord’s: Response to the resident’s reports about the level of the service charges. Response to the resident’s queries about the service charge account. Complaint handling.
Tower Hamlets Homes (202112548)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of a repair to the resident’s bedroom window.
Wandsworth Council (202102367)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint concerns: the landlord's response to the resident’s reports of mould at the property. the landlord's response to the resident’s request for a management transfer due to the risk of domestic violence.
Bolton at Home Limited (202100885)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to reports of damp in the property. Response to damage to the property when the roof was replaced. Complaint handling.
Bournemouth Borough Council (202017558)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns; The landlord’s handling of antisocial behaviour reports (ASB). How the landlord has handled the resident’s concerns regarding the service charges.
Camden Council (202009609)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The resident’s complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The quality of the landlord’s communication.
Clarion Housing Association Limited (202010581)
Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s: handling of the kitchen replacement works including its communication with the resident. response to the resident’s reports of staff attending his property without identification or prior notice. complaint handling.
Clarion Housing Association Limited (202100891)
No Maladministration
Complaint: Information and data management
The complaint is about: The landlord’s response to the resident’s concerns about its handling of her personal data and her concerns about data breaches. The landlord’s response to the resident’s concerns, following the breakdown of her relationship and the subsequent …
Hammersmith and Fulham Council (202102637)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the response to leaks into the property.
Haringey Council (202101286)
Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202101286 Haringey Council 27 January 2022 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 set […]
Haringey Council (202107358)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The resident’s complaint concerns the following issues: That the property was not suitable for their needs That the property was in a state of disrepair
Hyde Housing Association Limited (202113286)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of a faulty boiler.
Islington Council (202011018)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s reports of noise nuisance from her neighbour. The landlord’s handling of the associated complaint.
Leeds City Council (202105929)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s boiler.
London & Quadrant Housing Trust (202014001)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the compensation offered for the landlord’s handling of the repairs to the balcony.
Paragon Asra Housing Limited (202006436)
Reasonable Redress
Complaint: Estate Management
The complaint is about: How the landlord handled the resident’s concerns relating to grounds maintenance and cleaning. The associated formal complaint into these matters.
Peabody Trust (202108961)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s report of damaged laminate floors following water ingress in her home.
Phoenix Community Housing Association (Bellingham and Downham) Limited (202001538)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s repairs between 2012 – 2015. The landlord’s handling of the neighbour dispute concerning ownership of the fence and the location of the boundary. The landlord’s handling of alleged Anti-Social Behaviour …
Wakefield And District Housing Limited (202110047)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: reports of noise nuisance by a neighbour. request that it rehouse him or provide soundproofing; and Request for support with his mental health and wellbeing.
Arun District Council (201805246)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Response to the resident’s reports of noise nuisance. Complaint handling.
Central and Cecil Housing Trust (202006602)
Partial Maladministration
Complaint: Information and data management
This complaint is about: The resident’s allegation that the landlord’s communications breached General Data Protection Regulations (GDPR) and the landlord’s handling of her Subject Access Request (SAR); The landlord’s management of the resident’s contact preferences; The landlord’s complaint handling.
Great Yarmouth Borough Council (202103099)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports about non-residents causing anti-social behaviour (ASB) in communal areas of the building and lighting fires.
London & Quadrant Housing Trust (202009794)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of outstanding works to secure her front door, and the length of time that it took to respond to this.
NSAH (Alliance Homes) Limited (202108062)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to a reported pigeon infestation and the mess this causes at the resident’s property.
Sanctuary Housing Association (202101495)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is regarding the landlord’s response to the resident’s reports of anti-social behaviour (ASB). This Service has also made a finding in relation to the landlord’s complaint handling.
Sanctuary Housing Association (202112724)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202112724 Sanctuary Housing Association 26 January 2022 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 […]
Thames Valley Housing Association Limited (202005385)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s: Response to leaks and damp as well as a silverfish infestation in the property. Handling of the resident’s request to be rehoused.
Wandle Housing Association Limited (202004197)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s Response to the resident’s request for compensation for damaged possessions following a leak at the property. Response to the resident’s reports of her neighbour leaving items in the communal hallway of the building. Administration …
Clarion Housing Association Limited (202101610)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports that two of her bicycles had been stolen from a communal bicycle shed. The complaint is also about the landlord’s response to the resident’s reports regarding: ongoing antisocial behaviour …
Guinness Housing Association Limited (202011734)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s request for repairs to be carried out to the gas supply pipe serving her property. The landlord’s handling of the associated complaint.
Haringey Council (202008836)
Outside Jurisdiction
Complaint: Estate Management
The complaint concerns the council’s decision to build on land which the resident used for car parking.
Havering Council (201909000)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident about: Repairs reports for a communal kitchen stack pipe in 2019. Reimbursement for repairs to a communal bathroom stack pipe in 2020.
London & Quadrant Housing Trust (202007650)
Outside Jurisdiction
Complaint: Financial
The complaint is about the level and reasonableness of the resident’s service charges, and her liability to pay for some of the charges included in her account.