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

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Severe Maladministration (161) Maladministration (6,396) Partial (5,201) No Maladministration (2,212) Reasonable Redress (1,419) Mediation (232) Outside Jurisdiction (581)

Common Topics (last 2 years)

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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)
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Showing 1,955 of 16,227 decisions matching "borough"

Swindon Borough Council (202008806) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports about damage to her sofa.
Case 202008806 · 9 Jun 2021
Woking Borough Council (202007874) No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s request to adapt the property by adding a second rear door to the bedroom. Complaints handling.
Case 202007874 · 1 Jun 2021
Northampton Borough Council (202008281) Partial Maladministration
Complaint: Estate Management
This complaint is about the landlord’s response to: The resident’s complaint about its administration of his service charges, its maintenance and repair of his block, grounds maintenance and cleaning, and his reports of ASB, for which the landlord issued its …
Case 202008281 · 28 May 2021
Crawley Borough Council (202012035) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The resident has complained that the landlord has offered insufficient compensation in response to their complaint about the works to their kitchen and bathroom. The landlord’s complaint handling has also been assessed in this report.
Case 202012035 · 27 May 2021
London Borough of Hackney (202002516) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s request for a property transfer. Response to the resident’s reports of mould in the property. Complaint handling.
Case 202002516 · 25 May 2021
London Borough of Redbridge (202008791) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The resident has complained about: the local authority Environmental Health team’s decision not to take enforcement action against his neighbour for alleged statutory noise nuisance. the landlord’s response to the resident’s reports of noise-related anti-social behaviour (‘ASB’) by his neighbour. …
Case 202008791 · 24 May 2021
Sandwell Metropolitan Borough Council (202006511) No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s management of the allocation of the property to the resident and its suitability. The resident’s allegation that the landlord disclosed personal information to his sister. The landlord’s handling of the connection and testing of …
Case 202006511 · 21 May 2021
London Borough of Hackney (202010288) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of a leak from a neighbouring property.
Case 202010288 · 20 May 2021
London Borough of Redbridge (202011626) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in her home. The landlord’s handling of the resident’s request to replace windows. The landlord’s handling of events after its final complaint response of 7 …
Case 202011626 · 20 May 2021
Welwyn Hatfield Borough Council (201912592) Partial Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 201912592 Welwyn Hatfield Borough Council 13 May 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. […]
Case 201912592 · 13 May 2021
Stevenage Borough Council (202009309) Maladministration
Complaint: Local Authority / ALMO or TMO
The leaseholder complains about the landlord’s response to his concerns about works carried out to the asbestos containing ceiling outside of his property.
Case 202009309 · 6 May 2021
Gateshead Metropolitan Borough Council (201808064) Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the council’s response to reports of disrepair, a bug infestation, a smell in the property and antisocial behaviour.
Case 201808064 · 30 Apr 2021
Gateshead Metropolitan Borough Council (201910919) No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns the landlord’s handling of the resident’s reports of noise disturbances from his neighbour’s property.
Case 201910919 · 30 Apr 2021
Slough Borough Council (202007248) Partial Maladministration
Complaint: Estate Management
The complaint is about:
Case 202007248 · 30 Apr 2021
Wandsworth Council (202006209) Outside Jurisdiction
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s proposed decision to install a particular type of sprinkler system in sheltered accommodation in the borough.
Case 202006209 · 30 Apr 2021
London Borough of Hackney (202000798) Maladministration
Complaint: Local Authority / ALMO or TMO
The resident complains about how the landlord handled reports of problems with the heating and hot water in the property and the level of compensation offered for the distress and inconvenience caused.
Case 202000798 · 29 Apr 2021
Slough Borough Council (202002564) No Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord response to: The resident’s request for compensation for damage to his carpet following a leak from a radiator in his hallway. The resident’s complaint that he was unable to return to his property for …
Case 202002564 · 29 Apr 2021
London Borough of Hackney (202007684) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of reports of noise transference from a neighbouring property.
Case 202007684 · 28 Apr 2021
Welwyn Hatfield Borough Council (202007664) No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of the resident's application for succession of tenancy and the quality of customer service provided by the landlord. The landlord’s handling of a gas safety check. The landlord’s handling of the resident's complaint.
Case 202007664 · 12 Apr 2021
Ashford Borough Council (202001169) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The managing agent’s communication with the resident after he informed it in February 2018 he was no longer living at the property. The managing agent’s request to the resident concerning charges at the end of the …
Case 202001169 · 9 Apr 2021
Royal Borough of Kensington and Chelsea (202009234) Reasonable Redress
Complaint: Local Authority / ALMO or TMO
This complaint is about: The landlord’s response to the resident’s reports of noise transference from neighbouring flats. The landlord’s handling of the resident’s request for rehousing. The landlord’s complaints handling.
Case 202009234 · 30 Mar 2021
Sandwell Metropolitan Borough Council (201906786) Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB). Complaint handling.
Case 201906786 · 24 Mar 2021
Dacorum Borough Council (202007602) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint refers to: The landlord’s response to the resident’s reports of a broken boundary fence. The landlord’s handling of the associated complaint.
Case 202007602 · 16 Mar 2021
Swindon Borough Council (201909675) Reasonable Redress
Complaint: Managing Relations
This Service will investigate the resident’s complaints regarding: The landlord’s response to her reports of ASB; and Its removal of the additional tenancy clauses (ATC). This Service will also consider the landlord’s handling of the resident’s complaint.
Case 201909675 · 15 Mar 2021
Rochdale Boroughwide Housing Limited (202002793) Partial Maladministration
Complaint: Old Property Condition categories
The resident has complained about the landlord’s handling of: repairs to the electrical installations. damp in the kitchen. the installation of a Positive Input Ventilation (PIV) unit and the cost associated with running the same.
Case 202002793 · 10 Mar 2021
Doncaster Metropolitan Borough Council (202003681) Partial Maladministration
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour. handling of antisocial behaviour reports against the resident. complaint handling.
Case 202003681 · 8 Mar 2021
Harrogate Borough Council (202004558) Partial Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s response to the resident’s reports of noise nuisance coming from the floorboards of the property above his own. The landlord’s response to the resident’s reports that unauthorised vehicles were parked in the car park …
Case 202004558 · 8 Mar 2021
Redditch Borough Council (202010803) Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The resident is unhappy about delays to the completion of the Right To Buy process caused by a historical boundary error – resulting in extra costs to the resident.
Case 202010803 · 1 Mar 2021
Rotherham Metropolitan Borough Council (201913135) No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s decision not to carry out requested adaptations to the chimney. The landlord’s response to the reports about the servicing of the boiler. The landlord’s response to the reports of repair issues at the property. …
Case 201913135 · 28 Feb 2021
Dudley Metropolitan Borough Council (202003643) Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s response to the resident’s reports of: Repair to plaster to the walls and ceilings in her living room and bedrooms. Repair to her bathroom. The growth of mould in her living room.
Case 202003643 · 27 Feb 2021
London Borough of Hackney (201914186) Reasonable Redress
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 201914186 London Borough of Hackney 26 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Case 201914186 · 26 Feb 2021
Oadby and Wigston Borough Council (202000337) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202000337 Oadby and Wigston Borough Council 26 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 the case. […]
Case 202000337 · 26 Feb 2021
Sandwell Metropolitan Borough Council (202007918) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202007918 Sandwell Metropolitan Borough Council 26 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 the case. This […]
Case 202007918 · 26 Feb 2021
Hinckley and Bosworth Borough Council (202011700) Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202011700 Hinckley and Bosworth Borough Council 25 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 the case. […]
Case 202011700 · 25 Feb 2021
Broxtowe Borough Council (202008071) No Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about:
Case 202008071 · 24 Feb 2021
Crawley Borough Council (202003168) Outside Jurisdiction
Complaint: Financial
This complaint is about: The resident’s liability to pay costs relating to repairs to his porch roof, included in his 2018-2019 service charges. The standard of the works carried out to the resident’s porch roof under a major works programme …
Case 202003168 · 23 Feb 2021
Dudley Metropolitan Borough Council (201911389) Maladministration
Complaint: Managing Relations
The complaint concerns: The landlord’s response to the resident’s request for bathroom and kitchen repairs. The landlord’s communication and complaint handling.
Case 201911389 · 16 Feb 2021
Sandwell Metropolitan Borough Council (202003469) Partial Maladministration
REPORT COMPLAINT 202003469 Sandwell Metropolitan Borough Council 9 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Case 202003469 · 8 Feb 2021
Islington Council (202000921) No Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202000921 London Borough of Islington 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 […]
Case 202000921 · 29 Jan 2021
London Borough of Sutton (201908725) No Maladministration
This complaint is about: The landlord’s response to the resident’s concerns about the property above being used as temporary accommodation. The landlord’s response the resident’s reports of noise nuisance from her upstairs neighbour.
Case 201908725 · 29 Jan 2021
Rotherham Metropolitan Borough Council (201908898) Partial Maladministration
Complaint: Financial
This complaint is about the resident’s concerns that the landlord and its contractor failed to comply with Health and Safety Regulations when removing asbestos tiles from his hallway floor. The resident has also complained that the landlord had, without his …
Case 201908898 · 29 Jan 2021
Crawley Borough Council (201913362) Partial Maladministration
The complaint is about the landlord’s handling of the resident's reports of:
Case 201913362 · 28 Jan 2021
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.
Case 202002349 · 27 Jan 2021
Woking Borough Council (202000175) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: response to the resident’s request for repair works to the toilet at his property; response to the resident’s request for an electric heater to be installed in the bathroom at his property; response to …
Case 202000175 · 19 Jan 2021
Eastbourne Borough Council (202003830) Partial Maladministration
Complaint: Case Review
The complaint refers to: The landlord’s handling of your transfer from your previous property. Information provided by the landlord at the beginning of your tenancy. The landlord’s complaint handling of these matters. The landlord’s offer of compensation for errors it …
Case 202003830 · 14 Jan 2021
Royal Borough of Kensington and Chelsea (201913984) Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of contractors arriving at his property without identification and entering a room without his permission.
Case 201913984 · 6 Jan 2021
London Borough of Hillingdon (202000105) No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports regarding: multiple instances of water ingress at his property between August and December 2019; and the identity of the person occupying the residence above him.
Case 202000105 · 5 Jan 2021
Welwyn Hatfield Borough Council (202003866) Partial Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202003866 Welwyn Hatfield Borough Council 2 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
Case 202003866 · 2 Jan 2021
Eastbourne Borough Council (202003452) Reasonable Redress
REPORT COMPLAINT 202003452 Eastbourne Borough Council 31 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Case 202003452 · 31 Dec 2020
Brentwood Borough Council (202002909) No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s application for disability adaptations to her property.
Case 202002909 · 24 Dec 2020