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)

association occupancy background investigation limited tenancy assured london lives borough council group about november property local authority trust secure bedroom

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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Year: 2021 ×

Showing 1,975 of 16,227 decisions

Vivid Housing Limited (202002223) No Maladministration
Complaint: Old Home Ownership Issues (not new build) categories
REPORT COMPLAINT 202002223 Vivid Housing Limited 13 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 […]
Case 202002223 · 12 Jan 2021
West Northamptonshire Council (201915625) No Maladministration
Complaint: Old Compensation categories
The complaint is about the landlord’s response to the resident’s report of missing belongings.
Case 201915625 · 12 Jan 2021
Clarion Housing Association Limited (202000218) Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s:
Case 202000218 · 11 Jan 2021
Haringey Council (202003505) No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a leak coming from the property above her own.
Case 202003505 · 11 Jan 2021
Newham Council (201908648) Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports about a rodent infestation in the loft above her property; complaints handling.
Case 201908648 · 11 Jan 2021
Croydon Council (202005546) Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about: Section 20 work that was completed by the landlord at the resident’s property in 2016. Charges for the section 20 works which the resident opted out of. The landlord’s response to the resident’s request to produce …
Case 202005546 · 8 Jan 2021
East End Homes Limited (202001075) Partial Maladministration
Complaint: Old Complaints Handling categories
REPORT COMPLAINT 202001075 East End Homes Limited 17 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Case 202001075 · 8 Jan 2021
One Housing Group Limited (202001423) No Maladministration
Complaint: Old Estate Management categories
The complaint is about the landlord’s: Response to the leaseholder’s concerns regarding its communication Response to the leaseholder’s concerns regarding its management of anti-social behaviour (ASB) Response to a pest infestation Response to the leaseholder’s concerns regarding the standard of …
Case 202001423 · 8 Jan 2021
Southwark Council (201703942) No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about how the landlord: Responded to reports of anti social behaviour (ASB) Handled an emergency rehousing request
Case 201703942 · 8 Jan 2021
Catalyst Housing Limited (202000443) Partial Maladministration
Complaint: Old Property Condition categories
The complaint refers to:
Case 202000443 · 7 Jan 2021
Home Group Limited (202001298) Reasonable Redress
Complaint: Old Home Ownership Issues (not new build) categories
The complaint is about the landlord’s handling of the resident’s reports about the standard of grounds maintenance being provided.
Case 202001298 · 7 Jan 2021
Metropolitan Housing Trust Limited (201907476) Reasonable Redress
Complaint: Managing Relations
The complaint is about:
Case 201907476 · 7 Jan 2021
One Housing Group (201911422) Maladministration
Complaint: Leaseholder
The complaint is about: the landlord’s handling of the resident’s request for a summary of the costs incurred in relation to the service charges for the period 2018 to 2019. the landlord’s complaint handling.
Case 201911422 · 7 Jan 2021
Places for People Group Limited (201902700) Partial Maladministration
Complaint: Old Charges categories
The complaint is about: the landlord’s response to the resident’s reports of communal repairs and her concerns about the standard of grounds maintenance; and the landlord’s provision of information relating to the service charge; and the landlord’s handling of the …
Case 201902700 · 7 Jan 2021
Hounslow Council (202001016) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202001016 Hounslow Council 5 January 2021 Our approach 1. The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Case 202001016 · 6 Jan 2021
Midland Heart Limited (202003561) Maladministration
The complaint concerns the amount of compensation offered by the Landlord to the Resident for the distress and inconvenience caused by the lack of a reliable hot water supply for the period of 96 days.
Case 202003561 · 6 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
A2Dominion Housing Group Limited (202001096) Reasonable Redress
Complaint: Old Compensation categories
The complaint is about the landlord’s complaint handling and compensation offer, in respect of its response to a reported problem with the resident’s kitchen sink.
Case 202001096 · 4 Jan 2021
Great Places Housing Group Limited (202000780) Maladministration
Complaint: Old Complaints Handling categories
REPORT COMPLAINT 202000780 Great Places Housing Group Limited 4 January 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]
Case 202000780 · 4 Jan 2021
Hammersmith and Fulham Council (201909756) Maladministration
Complaint: Managing Relations
The complaint refers to: The Landlord’s handling of the Resident’s request for the windows in her property to be repaired. The Landlord’s complaint handling of this matter.
Case 201909756 · 4 Jan 2021
Notting Hill Genesis (201915534) Maladministration
Complaint: Old Charges categories
The complaint refers to: The Landlord’s management of the Resident’s rent account. The Landlord’s complaint handling of this matter. The Landlord’s handling of repairs to the Resident’s hot water system and heating installations.
Case 201915534 · 4 Jan 2021
Thirteen Housing Group Limited (201908379) No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the residents: reports of anti-social behaviour (ASB); request to transfer to an alternative property.
Case 201908379 · 4 Jan 2021
Hammersmith and Fulham Council (202002333) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint refers to:
Case 202002333 · 2 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