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 1,975 of 16,227 decisions
Barnet Council (201901321)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s response to the resident’s reports of disrepair at the property. The landlord’s response to the resident’s reports of noise nuisance from the neighbouring properties. The landlord’s handling of the complaint.
Crawley Borough Council (201913362)
Partial Maladministration
The complaint is about the landlord’s handling of the resident's reports of:
East Midlands Housing Group Limited (202001018)
Maladministration
Complaint: Old Property Condition categories
The resident complains about the landlord’s response to his reports of damp and mould in the property.
Harrow Council (201914659)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint concerns: The landlord’s response to the resident’s reports of a pest infestation. The landlord’s response to the resident’s reports of damp and mould, and the overall condition of the property. The impact on the resident’s health from the …
Jigsaw Homes Group Limited (201910414)
Reasonable Redress
Complaint: Old Landlord Advice migrated-2025
The resident complains about the landlord’s response to his requests for CCTV footage.
Leeds City Council (201914171)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint concerns:
Leeds City Council (202005224)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s response to the resident’s: Reports of antisocial behavior (ASB). Request to increase the height of the garden fence.
Newham Council (201907602)
Maladministration
Complaint: Managing Relations
The leaseholder complains about the landlord’s handling of: reports of a repair at his property, and; the subsequent formal complaint.
The Guinness Partnership Limited (201900772)
No Maladministration
Complaint: Case Review
The complaint is about the landlord’s decision to restrict the resident’s contact with it in November 2018.
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.
Tuntum Housing Association Limited (202000313)
No Maladministration
Complaint: Managing Relations
The resident complains about: The information provided by the landlord in response to her Right to Acquire application. The landlord’s communication in relation to a Voluntary Right to Buy scheme, specifically, the steps it took to make tenants aware of …
Westminster City Council (202000679)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s response to the complainant’s concerns about the administration of his father’s (the resident’s) rent account. The landlord’s refusal to provide a copy of the resident’s tenancy agreement to the complainant. The level of customer …
Catalyst Housing Limited (201905894)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports of a Japanese Knotweed infestation in her garden. This includes her request for reimbursement for costs she states she incurred removing this.
Clarion Housing Association Limited (201913880)
Maladministration
Complaint: Leaseholder
The complaint is about the landlord’s handling of the resident’s: report of a leak into his property; associated formal complaint.
Hammersmith and Fulham Council (202002314)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns how the landlord: handled the resident’s reports of a water leak into the property, handled the resident’s complaint
Kingston upon Thames Council (201916059)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of the resident’s reports of a faulty boiler and immersion heater. The landlord’s response to the resident's reports of damage.
Lambeth Council (201900571)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of:
Leicester City Council (202006987)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance caused by the neighbour’s dogs.
London Borough of Redbridge (202002349)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint refers to: The Landlord’s response to an accusation of verbal abuse made against the Resident. The Landlord’s complaint handling of this matter.
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.
Moat Housing Group Limited (202001648)
Outside Jurisdiction
Complaint: Managing Relations
REPORT COMPLAINT 202001648 Moat Housing Group Limited 27 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Octavia Housing (201905017)
No Maladministration
Complaint: Old Tenants Behaviour categories
This complaint is about the landlord’s response to the resident’s reports and concerns about: Noise-related anti-social behaviour (‘ASB’) by a neighbour. Use of chemicals by the neighbour when cleaning in the communal hallway.
Paragon Asra Housing Limited (202005271)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident’s complaint is about the landlord’s response to his: Reports of issues with his water supply. Reports of a roof leak; and The associated complaint regarding these issues.
Stonewater (2) Limited (201912877)
Partial Maladministration
The complaint is about the landlord’s response to the resident’s: Concerns regarding service charge elements. Request for reimbursement following redecoration at the property.
Wandsworth Council (202003375)
No Maladministration
Complaint: Financial
This complaint is about the landlord’s handling of the leaseholder’s concerns about: squirrels accessing his balcony via the internet cabling that had been laid by the landlord at the side of the building. the cost of remedial actions to tackle …
Equity Housing Group Limited (201902020)
Partial Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of repairs to the windows and the length of time it took to replace the windows at the property. The complaint is also about the landlord’s complaint handling.
Greenwich Council (201910844)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the leaseholder’s: reports of a leak into the property and consequent damage; associated formal complaint
Kingston upon Thames Council (201915380)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Response to the resident’s reports of noise nuisance; Complaints handling.
Southwark Council (202002332)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to concerns raised by the resident about major works, in particular: The amount of service charge. The length of time taken to complete the works. The quality of the decorating work. Complaint handling.
Hounslow Council (202001964)
No Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202001964 Hounslow Council 25 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 Enterprises Limited (202005167)
Reasonable Redress
Complaint: Managing Relations
REPORT COMPLAINT 202005167 Peabody Enterprises Limited 25 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 […]
Sanctuary Housing Association (202002585)
Maladministration
Complaint: Financial
The resident has complained that: The landlord has not provided a reasonable explanation of, or supporting information for, the service charge items The landlord has increased the rent twice within a year The landlord has managed the rent account inappropriately …
The Riverside Group Limited (201909268)
Maladministration
Complaint: Old Property Condition categories
The resident has complained about the landlord’s: response to her reports of damp and mould in her property; handling of a leak through her bedroom ceiling.
Gentoo Group Limited (202000538)
No Maladministration
Complaint: Old Property Condition categories
This complaint is about the landlord’s response to the resident’s request to bring forward the installation of double glazing to her property.
Clarion Housing Association Limited (202003506)
Maladministration
The complaint concerns: The condition of the property at the start of the tenancy and how the subsequent repairs were handled by the landlord. The level of compensation offered by the landlord.
North Devon Homes (202001535)
Maladministration
Complaint: Old Property Condition categories
The complaint concerns the landlord’s handling of remedial works at the property for mould and damp.
Teign Housing (201914975)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
REPORT COMPLAINT 201914975 Teign Housing 22 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 […]
Bristol City Council (201914973)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: the level of redress offered by the landlord in respect of its acknowledged failings in carrying out works at the property, the landlord’s response to the resident’s request for compensation in respect of the damaged carpet …
Clarion Housing Association Limited (201906498)
Reasonable Redress
Complaint: Old Property Condition categories
The complaint is about the landlord’s response to the resident’s request for compensation in relation to repairs to the property’s guttering, patio door, boiler, wet room and damp and mould.
Home Group Limited (201904586)
Reasonable Redress
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of the resident’s requests for repairs to her hand basin, kitchen ceiling and immersion heater.
Home Group Limited (202005646)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint refers to: The Landlord’s handling of repairs to the Resident’s bathroom. The Landlord’s complaint handling of this matter.
Hyde Housing Association Limited (201909494)
No Maladministration
Complaint: Financial
The resident has complained about: The landlord’s response to her reports of a leak in her property, specifically that the leak was caused by defects in her property. The landlord’s response to her request for her rent liability to be …
Leeds City Council (202003569)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s reports of other residents leaving items in the communal areas of the building.
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 …
Octavia Housing (202001154)
Partial Maladministration
Complaint: Old Charges categories
REPORT COMPLAINT 202001154 Octavia Housing 21 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 […]
One Housing Group (202001816)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to: A fire in the resident’s property The resident’s request for re-housing
Bromford Housing Group Limited (201903619)
No Maladministration
Complaint: Old Outside HOS Jurisdiction categories
The complaint is about the landlord's handling of the resident’s reports about: antisocial behaviour from neighbours a data breach and a data request complaint handling
Hammersmith and Fulham Council (202000590)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of repairs required at the property; in particular, delay to inspection/repair of an airbrick in the bedroom and associated damp and mould inspection and treatment.