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 Year

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Browse by Outcome

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 1,975 of 16,227 decisions

Onward Homes Limited (202107634) No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s report of a broken shower. The resident’s report of a broken bathroom door handle and latch. The associated formal complaint.
Case 202107634 · 7 Dec 2021
Birmingham City Council (202010756) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of damage caused to: The hot tub at the property whilst the landlord was undertaking adaptation repair works. The Astro turf at the property whilst the landlord was undertaking …
Case 202010756 · 6 Dec 2021
Clarion Housing Association Limited (202016709) Partial Maladministration
Complaint: Financial
REPORT COMPLAINT 202016709 Clarion Housing Association Limited 6 December 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 202016709 · 6 Dec 2021
Royal Borough of Kensington and Chelsea (202106991) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled repairs to the heating and hot water system of the property.
Case 202106991 · 5 Dec 2021
Waltham Forest Council (202110675) Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled repairs to: The guttering of the building. The shower in the resident’s property.
Case 202110675 · 5 Dec 2021
Westminster City Council (202100956) Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The landlord’s handling of follow-on works from its previous gas safety service in January 2020. The landlord’s handling of the resident’s annual gas safety service. The landlord’s handling of the associated complaint.
Case 202100956 · 5 Dec 2021
Yorkshire Housing Limited (202102640) No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s transfer application. The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s request for a management move. The landlord’s response to the resident’s …
Case 202102640 · 5 Dec 2021
Birmingham City Council (202107520) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint refers to: The landlord’s handling of the resident’s reports of repairs needed to the external doors of the property, the wooden external panels and her concerns about pests in the property. The resident’s further concerns related to new …
Case 202107520 · 4 Dec 2021
Clarion Housing Association Limited (202012470) Outside Jurisdiction
Complaint: Information and data management
The complaint is about the resident’s concerns that the landlord disclosed information about them to a neighbour.
Case 202012470 · 4 Dec 2021
Southwark Council (202109108) Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint concerns the level of compensation offered by the landlord following a water leak into the resident’s property.
Case 202109108 · 4 Dec 2021
Anchor Hanover Group (202015214) Outside Jurisdiction
Complaint: Financial
This complaint is about the landlord’s handling of the resident’s concerns about the increase in his service charges and the explanation provided by the landlord for the increases.
Case 202015214 · 3 Dec 2021
Bournville Village Trust (202100005) Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports of a leak in her bathroom; response to the resident’s request that it refund the cost of her emergency builder; communication following the resident's request for the release of …
Case 202100005 · 3 Dec 2021
London & Quadrant Housing Trust (202012424) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled the resident’s charges for energy usage.
Case 202012424 · 3 Dec 2021
Metropolitan Thames Valley Housing (202012607) Maladministration
Complaint: Managing Relations
The landlord’s response to window repairs and snagging reports. The Ombudsman has also considered the landlord’s complaint handling.
Case 202012607 · 3 Dec 2021
Network Homes Limited (202115065) Reasonable Redress
Complaint: Occupancy Rights
The complaint is about:
Case 202115065 · 3 Dec 2021
Notting Hill Genesis (201914804) Mediation
Complaint: Managing Relations
The complaint concerns the landlord’s decision to refuse to issue the compensation offered in its final response.
Case 201914804 · 3 Dec 2021
Royal Borough of Kensington and Chelsea (202006364) No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s response to the resident’s reports of mismatched lighting in the communal areas. The landlord’s handling of the associated complaint.
Case 202006364 · 3 Dec 2021
Royal Borough of Kensington and Chelsea (202107921) Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s complaint about its removal of items from her shed.
Case 202107921 · 3 Dec 2021
Southwark Council (202119989) Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the resident’s dissatisfaction with a phone call made by the landlord’s rent team.
Case 202119989 · 3 Dec 2021
Southwark Council (202119990) Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s response to a leak from the property above.
Case 202119990 · 3 Dec 2021
St Peter’s Saltley Housing Association Limited (202012286) Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of the resident’s concerns about the plastering works and his report of damage caused to his property by its contractors.
Case 202012286 · 3 Dec 2021
Yorkshire Housing Limited (202111360) No Maladministration
Complaint: ASB/Abuse/Nuisance
The resident is complaining about the landlord’s handling of antisocial behaviour by her neighbour.
Case 202111360 · 3 Dec 2021
London & Quadrant Housing Trust (201916023) Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to a leak at the resident’s property. Handling of remedial works following the leak. The Ombudsman has also investigated: the landlord’s complaint handling. the landlord’s record keeping.
Case 201916023 · 2 Dec 2021
Welwyn Hatfield Borough Council (202003333) Maladministration
Complaint: Managing Relations
The complaint is about the condition of the property when let to the resident. The Ombudsman has also considered the landlord’s complaint handling.
Case 202003333 · 2 Dec 2021
Hammersmith and Fulham Council (202011986) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the length of time taken by the landlord to complete restorative repairs at the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Case 202011986 · 1 Dec 2021
Leeds City Council (202106547) No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s report of a water leak into her property.
Case 202106547 · 1 Dec 2021
Network Homes Limited (202106191) Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s handling of a back surge of communal drain water into the property and its subsequent response to the complaint and compensation offer.
Case 202106191 · 1 Dec 2021
Accent Housing Limited (202006312) Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s response to the resident’s allegations of non-compliance with policies set out by the Department for Levelling Up, Housing and Communities (DLUHC) and the Regulator of Social Housing (RSH), as well as guidance from HouseMark. …
Case 202006312 · 30 Nov 2021
Croydon Council (202009684) Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s handling of the resident’s noise nuisance reports.
Case 202009684 · 30 Nov 2021
Hackney Council (202005813) Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s response to the resident’s reports of repairs in the property.
Case 202005813 · 30 Nov 2021
Halton Housing (202015876) No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB). The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Case 202015876 · 30 Nov 2021
Kingston upon Thames Council (202007847) No Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s handling of the resident’s reports that his property was uninhabitable due to chemical contamination.
Case 202007847 · 30 Nov 2021
LiveWest Homes Limited (202015208) Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response in respect of: The resident’s reports about delays in completing repairs in the property (including the kitchen floor repairs). The resident’s request to be moved to a suitable property in a suitable location …
Case 202015208 · 30 Nov 2021
London & Quadrant Housing Trust (202015446) Maladministration
Complaint: Managing Relations
The complaints are about the landlord’s: Handling of repairs to the communal water supply pipe valves. Response to the resident’s reports of repair following an escape of water. Response to leaks within the resident’s block. The Ombudsman has also investigated …
Case 202015446 · 30 Nov 2021
London & Quadrant Housing Trust (202105318) No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint refers to: The landlord’s handling of the resident’s reports of damp and mould in the property. The landlord’s handling of the resident’s concerns regarding overcrowding and her request to be transferred.
Case 202105318 · 30 Nov 2021
Midland Heart Limited (202103806) Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of noise transference in her property.
Case 202103806 · 30 Nov 2021
Onward Homes Limited (202013218) Partial Maladministration
Complaint: Managing Relations
The resident complains about: The time taken for the landlord to complete a repair to the kitchen door. How the landlord handled his complaint about the kitchen door repair. The time taken for the landlord to complete plastering work to …
Case 202013218 · 30 Nov 2021
Onward Homes Limited (202014307) Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s report of damp and mould in the property.
Case 202014307 · 30 Nov 2021
Optivo (202014937) No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports that his vehicle was removed from outside his property.
Case 202014937 · 30 Nov 2021
Optivo (202109450) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s concerns regarding the condition of the property when she moved in, and the subsequent repairs carried out.
Case 202109450 · 30 Nov 2021
Peabody Trust 2018 (202002013) Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns: the landlord's response to the resident's reports of antisocial behaviour. the landlord's handling of the resident's request to be re-housed. The landlord’s complaint handling.
Case 202002013 · 30 Nov 2021
Raven Housing Trust Limited (202001573) Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of: A leak from a neighbouring property and compensation for damaged goods and decorations. Anti-social behaviour (ASB) including noise and nuisance. Fly tipping at the property. The landlord’s complaint’s …
Case 202001573 · 30 Nov 2021
Regenda Limited (202101190) Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s response to the resident’s reports about her service charge account.
Case 202101190 · 30 Nov 2021
Shepherds Bush Housing Association Limited (202004086) Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s response to various repairs at the property.
Case 202004086 · 30 Nov 2021
Southern Housing Group Limited (202001367) Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s report of a rat infestation. The landlord’s delays in its complaint handling.
Case 202001367 · 30 Nov 2021
Southern Housing Group Limited (202012080) Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The resident complains about the landlords handling of:
Case 202012080 · 30 Nov 2021
Tandridge District Council (202009531) No Maladministration
Complaint: Old Property Condition migrated-2025
The landlord’s response to the resident’s assertion that contractors advised him to use both heating switches, which resulted in additional charges.
Case 202009531 · 30 Nov 2021
The Guinness Partnership Limited (202102041) Partial Maladministration
Complaint: Financial
The complaint is regarding the landlord’s: Handling of a repair following a reported leak. Response to the resident’s request for replacement flooring damaged by the leak. This Service has also considered how the landlord managed the resident’s complaint through its …
Case 202102041 · 30 Nov 2021
Thrive Homes Limited (202003370) No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns: The landlord's handling of repairs to the bathroom ceiling, floor, and shower screen. The landlord's handling of repairs to the kitchen ceiling.
Case 202003370 · 30 Nov 2021
Two Rivers Housing (202010606) No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of repairs to the roof and guttering including its response to reports of resulting mould.
Case 202010606 · 30 Nov 2021