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 1,955 of 16,227 decisions matching "borough"
Wigan Metropolitan Borough Council (202103100)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s concerns about the heating system in the property.
Broxtowe Borough Council (202105375)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of a range of different repairs, including leaks, damp and mould. The landlord’s complaint handling. The impact the condition of the resident’s property had on her family’s health.
Rochdale Boroughwide Housing Limited (202108668)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
Rochdale Boroughwide Housing Limited (202100919)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs following leaks in the resident’s home.
Crawley Borough Council (202016326)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s request for compensation for damage to her laptop computer following electrical work in the property.
Dartford Borough Council (202006740)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about: a. the level of the landlord’s service charges for items such as building and communal grounds maintenance; b. the landlord’s response to the resident’s reports about; Service charges a neighbour’s CCTV installation
London Borough of Croydon (202008020)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s response to the resident’s reports about how it handled her rent and council tax accounts, following a decant from her permanent property.
Crawley Borough Council (202006821)
Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about how the landlord handled arrears on the resident’s rent account.
London Borough of Hillingdon (202012846)
Maladministration
Complaint: Local Authority / ALMO or TMO
The landlord's response to the resident’s reports about the condition of his porch roof.
London Borough of Hackney (202016460)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s decision to no longer include water rates in rent. The level of rent and the amount of the rent increase. The landlord’s complaint handling.
Nuneaton and Bedworth Borough Council (202103294)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s decision not to renew the resident’s kitchen.
Royal Borough of Kensington and Chelsea (202015182)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The landlord’s response to damaged caused to the property following a leak.
Rochdale Boroughwide Housing Limited (202108118)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about: The landlord’s handling of the resident’s application for a mutual exchange. The landlord’s decision to not allocate the proposed property to the resident following the collapse of the mutual exchange.
Slough Borough Council (202014280)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns: the landlord’s response to reports of a water leak from the overflow pipe. The landlord’s complaint handling.
Sandwell Metropolitan Borough Council (202004582)
No Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about an email the landlord sent to the resident on 12 May 2020 regarding allegations about her causing noise nuisance. This complaint is also about the landlord’s complaint handling.
Eastbourne Borough Council (202014000)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Consideration of the resident’s transfer application. Support to the resident in applying for alternative accommodation. Handling of the resident’s reports of antisocial behaviour (ASB). Complaints handling.
Sandwell Metropolitan Borough Council (202107582)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint refers to the landlord’s handling of: communal cleaning at the resident’s property. the resident’s Subject Access Requests. The resident’s concerns about the landlord’s decision to issue a single point of contact arrangement. the associated complaint.
Fareham Borough Council (202016061)
No Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s handling of the resident’s reports of overgrown hedges from a neighbouring property.
Slough Borough Council (202006996)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The level of compensation offered by the landlord in relation to its handling of roof repairs and water leaking into the resident’s property. The landlord’s investigation into the conduct of a member of its staff. The …
London Borough of Hillingdon (202103112)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint refers to: The landlord’s handling of adaptations needed within the resident’s property. The resident’s concerns about the recommendations made by Occupational Therapy. The landlord’s handling of the associated complaint and record keeping.
Darlington Borough Council (202012091)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident's allegations of unacceptable staff conduct towards him. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Luton Borough Council (202013316)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports about:
Rotherham Metropolitan Borough Council (202008393)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: Structural issues within the property. Drainage issues on the property. Repairs to the resident’s boiler. Repairs to the resident’s kitchen. Repairs to the resident’s door and the landlord’s decision not to raise …
London Borough of Hackney (202012859)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202012859 Hackney Council 16 August 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine whether a […]
Charnwood Borough Council (202017121)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the Council’s handling of a Right to Buy (RTB) application; including its failure to disclose the Pre-Cast Reinforced Concrete (PRC) construction of the building in the early stage of the RTB process.
Gravesham Borough Council (202014010)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of: Mould and damp at the property. The landlord’s complaint handling. A request for rehousing.
Wigan Metropolitan Borough Council (201906755)
Maladministration
Complaint: Financial
This complaint is about the landlord’s: handling of repairs to the resident’ property following a fire in the flat above. response to the resident’s report of the loss of and the damage to his possessions. complaint handling.
Rugby Borough Council (202100293)
Mediation
Complaint: Local Authority / ALMO or TMO
The complaint is about the level of compensation offered for items removed from the resident’s shed
Basildon Borough Council (202014143)
No Maladministration
Complaint: Financial
The complaint refers to: The landlord’s handling of the resident’s reports of a collapsed ceiling at her property. The landlord’s response to the resident’s request for compensation for items damaged by the ceiling collapse and loss of earnings to attend …
Runnymede Borough Council (202009034)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the applicant’s request to be added to his parent’s tenancy agreement. The complaint is about the applicant’s housing applications to the local authority’s housing register.
Broxtowe Borough Council (201913786)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the Council’s handling of reports of repair required to the resident’s garage roof.
London Borough of Hackney (202012302)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of repairs to the property, involving plumbing leaks, damp, and asbestos. The landlord’s decision to suspend the replacement of kitchen and bathroom works in the property.
Waverley Borough Council (202013619)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s: reports of a leak and subsequent repair and redecoration works. request for compensation for damage to her property and personal belongings.
London Borough of Hillingdon (202004603)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Handling of the replacement of the front door. Handling of the installation of an extractor fan. Response to the resident’s reports of damp and mould. Response to the resident’s reports of defects to the …
Royal Borough of Kensington and Chelsea (202012553)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of concerns over the conduct of its contractors.
Welwyn Hatfield Borough Council (202013840)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB), namely, the use of cannabis by her neighbours.
Swindon Borough Council (202009294)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the Council disposing of items it was storing for the resident.
London Borough of Redbridge (202014608)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
Broxtowe Borough Council (202008231)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaints are about the landlord’s: Handling of repairs to the shower. Response to concerns that were raised about the replacement shower. Handling of the formal complaint. Response to concerns that were raised about the resident’s mother injuring herself when …
Stevenage Borough Council (202013153)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s concerns of the misuse of parking facilities in his estate.
Royal Borough of Kensington and Chelsea (202101926)
Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202101926 Royal Borough of Kensington and Chelsea June 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 […]
Rochdale Boroughwide Housing Limited (201915903)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s: Application of the single person discount in respect to the resident’s water bill. Handling of repairs to the resident’s windows. Handling of the resident’s reports of damp and mould in his property.
London Borough of Enfield (201914492)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s:
Royal Borough of Kensington and Chelsea (202002742)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint concerns: The landlord’s response to the resident’s complaint about repair issues. The landlord’s handling of historical issues and repairs.
Slough Borough Council (201817026)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: response to the resident’s reports about damp occurring in the bedrooms at her property; complaints handling.
Welwyn Hatfield Borough Council (202011128)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: the landlord’s response to resident’s complaint about its handling of repairs to resolve damp and mould. events after the final complaint response of 16 October 2020.
Broxtowe Borough Council (202101020)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The resident is unhappy with the Council’s handling of a consultation process when reviewing independent living schemes in the area.
London Borough of Hackney (202004219)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the: Landlord’s handling of the resident’s reports of noise nuisance from her neighbour. Landlord’s record keeping and complaint handling. Effect of noise nuisance on the health of the resident’s family.
Waverley Borough Council (202009012)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour. The resident’s concerns about the landlord’s handling of her Freedom of Information request.
London Borough of Hackney (202010001)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the level of compensation offered by the landlord’s insurer in relation to the resident’s claim for property damage and loss of rental income following a leak from a neighbouring property.