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
London & Quadrant Housing Trust (202114197)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of the damage to the resident's balcony.
Metropolitan Housing Trust Limited (202103269)
Partial Maladministration
Complaint: Managing Relations
The resident’s complaint is about: The landlord’s response to the resident’s reports in relation to his storage heating and immersion heater. The landlord’s complaint handling.
Metropolitan Thames Valley Housing (202003059)
Outside Jurisdiction
Complaint: Managing Relations
The complaint concerns the landlord’s handling of repairs to the guttering.
Complaint: Financial
The complaint concerns the landlord’s handling of a compensation request following reports of damp and mould.
Southwark Council (202017575)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202017575 Southwark Council 25 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 […]
Stonewater Limited (201915252)
Partial Maladministration
Complaint: Financial
This complaint is about: a. the level of redress the landlord awarded in respect of its acknowledged delays and failures while handling the resident’s reports of an inadequate water supply at the property; b. the landlord’s response to the resident’s …
Clarion Housing Association Limited (202103528)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbour. The Ombudsman has also considered the landlord’s handling of the complaint.
Metropolitan Housing Trust Limited (202102795)
No Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s response to the resident’s: Reports of repairs to his boiler. Request that the landlord reimburse him for increased electricity costs which he said he had incurred as a result of the issues with the …
Red Kite Community Housing Limited (202012377)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s decision to recharge the resident for electrical works carried out in the property.
Southern Housing Group Limited (202113632)
Partial Maladministration
Complaint: Managing Relations
The complaint refers to the landlord’s handling of: The repair to the resident’s heating and hot water system and its offer of compensation. The associated complaint.
Havering Council (202105918)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of:
Shepherds Bush Housing Association Limited (202111617)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord's handling of the resident's: reports of a mice infestation in her property communication with the resident and her representative; and reports of various repairs in the property, including repairs and mould in the bathroom …
Anchor Hanover Group (202115872)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a bed bug infestation at her property.
Broxtowe Borough Council (202017004)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of flooding to his property.
Canterbury City Council (202116967)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint concerns the council’s handling of the resident’s application to be moved to another property on medical grounds.
Clarion Housing Association Limited (202016007)
No Maladministration
Complaint: Old Property Condition migrated-2025
The resident complains about: The landlord’s response to his reports of damp and mould in his property from 2017 to 2019, a complaint about which was escalated through the landlord’s complaint procedure in 2019. The landlord’s response to his reports …
Crawley Borough Council (202103813)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of noise nuisance from neighbouring properties, particularly with regards to the sound transference between the party wall and the landlords’ refusal to perform acoustic tests and take remedial action.
Leeds and Yorkshire Housing Association Limited (202100378)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint refers to the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) from her neighbour and their partner. The associated complaint.
LiveWest Homes Limited (202113388)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s queries regarding right of access to a nearby pathway.
Newham Council (201913436)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s right to buy application; the resident’s request to meet with the mayor; a leak from above into the resident’s property; the resident’s request for bathroom adaptations.
Notting Hill Genesis (201911322)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s request for a property transfer.
Notting Hill Genesis (202102678)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of a door repair.
Sanctuary Housing Association (202008536)
Reasonable Redress
Complaint: Managing Relations
The complaint was about the landlord’s handling of:
Southern Housing Group Limited (202013713)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB).
Taunton Deane Borough Council (202014914)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident about: Repairs reports. The property condition and level of checks when he moved in via mutual exchange. Health and safety concerns. The property’s lack of modernisation. His request to move.
Thames Valley Housing Association Limited (202005483)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports: that there were outstanding works that should have been completed during the void period prior to her moving in; that the landlord’s staff did not handle her concerns appropriately; …
ForHousing Limited (202103530)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord‘s handling of:
Hyde Housing Association Limited (202107688)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs in the resident’s property. The landlord’s handling of the associated complaint.
Nottingham City Homes Registered Provider Limited (202004670)
Partial Maladministration
Complaint: Information and data management
This complaint is about the landlord’s Response to the resident’s concerns about the condition of the property when let to her. Complaint handling. Record keeping.
Shepherds Bush Housing Association Limited (202002157)
Partial Maladministration
Complaint: Financial
This complaint is about the landlord’s decision to apply for an Alternative Payment Agreement (APA) and its response to the resident’s offer of a payment plan to clear her arrears.
Wandsworth Council (202004657)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the property, including to address damp and mould. The resident’s reports of pest issues in the property. The resident's request to be moved to a larger …
Arhag Housing Association Limited (202100545)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about: The landlord’s offer of compensation in respect of the handling of the initial Right to Acquire (RTA) application and subsequent complaint handling. The resident having to submit a new RTA application form once the decision was …
Aster Communities (202005481)
No Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s decision to sell the resident a 70% share of its property under the Help to Buy Scheme. The landlord’s sales process and its decision not to buy back the property. The Ombudsman has also …
Citizen Housing (202016120)
Outside Jurisdiction
Complaint: Financial
The complaint is about the level of the service charge and the explanation provided by the landlord for its increases.
London & Quadrant Housing Trust (202103687)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repair works to the resident’s property, including the conduct of members of the landlord’s staff, and the resident’s concerns that the landlord has not taken her vulnerability into consideration. The level of …
Notting Hill Genesis (202011274)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of reports of harassment by his neighbour. The landlord’s handling of the associated complaint. The landlord’s record keeping.
Paragon Asra Housing Limited (202110692)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
Thames Valley Housing Association Limited (202111793)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint refers to the resident’s concern about the length of time it took the landlord to update its records following the sale of her property.
The Industrial Dwellings Society (1885) Limited (202009176)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of noise nuisance.
Anchor Hanover Group (202107997)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of repairs to the resident’s boiler and shower room.
Bolsover District Council (202001223)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint was about the landlord’s responses to the resident’s reports in relation to the following: Repairs to the kitchen floor. The resident’s concerns in relation to asbestos in her property The resident’s request for a post-works inspection to her …
Orbit Group Limited (202005473)
Maladministration
Complaint: Managing Relations
This complaint is about: The landlord’s response to the resident’s reports of a blocked drain causing sewage to overflow in the property; The landlord’s handling of the resident’s subsequent complaint.
Sanctuary Housing Association (202103334)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of multiple repair issues at her property, including: a crack in the external wall of the property; a boundary wall in a state of disrepair; a roof leak. The …
Wandsworth Council (202110642)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s concerns about:
Barking and Dagenham Council (201900890)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of noise emanating from her neighbour’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Bernicia Group (202115529)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the repair of the resident’s heating and hot water system, and the replacement of a part of his boiler.
Charnwood Borough Council (202014424)
No Maladministration
Complaint: Financial
The complaint is about: How the landlord handled the resident’s concerns regarding the condition of the property when it was first let. How the landlord handled the resident’s reports of outstanding repairs. How the landlord handled the resident’s request for …
GreenSquareAccord Limited (202010493)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of the resident’s reports of no hot water and heating and repairs to her storage heaters. The landlord’s handling of the resident’s reports of draughty windows.
Incommunities Limited (202111130)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s refusal to reimburse money the resident paid to decorate a property which she subsequently did not move into.
Network Homes Limited (202116494)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s decision to decline the resident’s request for a parking bay .