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 2,208 of 16,227 decisions matching "london"
London & Quadrant Housing Trust (202125466)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s handling of repairs to lights in the resident’s communal hallway.
London & Quadrant Housing Trust (202120367)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to the resident’s boiler and the level of compensation offered. The associated complaint.
London & Quadrant Housing Trust (202105979)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident about: the building maintenance and fire safety. the service charges and a request for a refund.
London Borough of Hackney (201715166)
Partial Maladministration
Complaint: Managing Relations
The resident’s complaint is about the landlord’s handling of repairs and his complaint.
London & Quadrant Housing Trust (202016578)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports about: Leaks. Lifts. Complaint handling.
Haringey London Borough Council (202128345)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s bedroom window and balcony door due to leaks
London Borough of Croydon (202109511)
Maladministration
Complaint: Old Property Condition categories
The complaint is about the standard and quality of work carried out at the property, including to the bathroom and kitchen.
London & Quadrant Housing Trust (201702669)
Partial Maladministration
Complaint: Estate Management
The resident has complained about: The landlord’s response to the complaint about the incorrectly registered gas meters. The landlord’s response to the complaint about the management of the building. The landlord’s response to the questions about the service charges. The …
London & Quadrant Housing Trust (201915332)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of a roof leak. Handling of the subsequent complaint.
London & Quadrant Housing Trust (202103674)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s: handling of a rat infestation; response to the resident’s request for garden works; handling of various reported repairs to the property’s plumbing and heating systems; handling of the resident’s concerns around anti-social behaviour (ASB); …
London & Quadrant Housing Trust (202114580)
Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s reports about overgrown trees. The landlord’s complaints handling.
London & Quadrant Housing Trust (202124952)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about is about the landlord’s response to the resident’s reports of an uncontainable water leak from her bathroom sink damaging her flooring.
London Borough of Brent (202112043)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The action taken by the landlord in response to reports of Anti-Social Behaviour (ASB), including the proposed installation of a gate and CCTV. The landlord’s handling of reports of noise, smoke, and odours from neighbouring commercial …
London Borough of Hounslow (202118241)
Maladministration
Complaint: Estate Management
The complaint is about the landlord's response to the resident's reports of repairs to the communal guttering.
London & Quadrant Housing Trust (202118898)
Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s handling of: Repairs to the front and back doors of the property. The associated formal complaint into the matter.
London & Quadrant Housing Trust (202122952)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports of damage to the bedroom window; complaints handling.
London & Quadrant Housing Trust (202121043)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs to his shower . The landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202109081)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of the resident’s reports of a repair to the boiler following a leak in February 2021. Handling of the resident’s reports of a repair to the boiler in October 2020. Handling of the …
London Borough of Hackney (202107142)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of a leak. The Ombudsman has also identified that the landlord’s complaints handling requires investigation.
London & Quadrant Housing Trust (202109210)
Maladministration
Complaint: Health and Safety (inc. building safety)
This complaint is about the landlord’s handling of the resident’s queries regarding the building safety inspection at their property and their request for an ESW1 form.
Complaint: Old Property Condition migrated-2025
The complaint is about:
London & Quadrant Housing Trust (202105951)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Communication concerning fire safety issues in relation to the resident’s property. Complaints handling.
London & Quadrant Housing Trust (202013213)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is regarding the landlord’s response to the resident’s reports of damp and mould in her property.
London & Quadrant Housing Trust (202014712)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s response to the resident’s concerns about the block Right to Manage (RTM) company, an ‘estate separation agreement,’ and the impact on her lease.
London & Quadrant Housing Trust (202123742)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about his front door.
London & Quadrant Housing Trust (202008433)
No Maladministration
Complaint: Estate Management
REPORT COMPLAINT 202008433 London & Quadrant Housing Trust 24 June 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. […]
London & Quadrant Housing Trust (202100735)
Maladministration
Complaint: ASB/Abuse/Nuisance
The resident’s complaint is about the level of compensation the landlord offered for the failures in its handling of the resident’s reports of antisocial behaviour (ASB).
London & Quadrant Housing Trust (202008929)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s decision not to install double glazed windows at the property. The associated complaints handing.
London & Quadrant Housing Trust (202122410)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled repairs to a window in the property.
London Borough of Hackney (202125238)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour, specifically of dogs being on the estate.
London & Quadrant Housing Trust (202011012)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s management of the resident’s application for rehousing. The associated communication and complaints handling.
London Borough of Hackney (202120353)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs remaining after its contractor’s works at her property. The landlord’s complaint handling.
London & Quadrant Housing Trust (202104433)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of repairs to the resident’s former property, including a decant. The landlord’s handling of repairs to the property the resident was transferred to. The landlord’s handling of repairs to the property the resident …
London & Quadrant Housing Trust (202108843)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202108843 London & Quadrant Housing Trust 30 May 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. […]
London & Quadrant Housing Trust (202118979)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to the resident’s wet-room. The resident’s request for the wet-room to be changed to a standard bathroom. The associated complaint.
London & Quadrant Housing Trust (202008983)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs to the residents’ window. The landlord’s complaint handling.
London & Quadrant Housing Trust (202106643)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of the resident’s reports of mould growth in her bathroom.
London & Quadrant Housing Trust (202104623)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to: The resident’s request for reimbursement of costs for repair works he had undertaken. The resident’s queries about its repairs processes, specifically during periods of lockdown as a result of Covid-19. Repairs to …
London & Quadrant Housing Trust (202116813)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of: The resident’s reports of repairs to her toilet. The associated complaint.
Haringey London Borough Council (202121817)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports about a leak in the property. The landlord’s complaints handling.
Haringey London Borough Council (202121406)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s balcony window.
London Borough of Hillingdon (202009185)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of the resident’s concerns with a gas safety certificate.
London & Quadrant Housing Trust (202110036)
Reasonable Redress
Complaint: Managing Relations
The resident’s complaint was about: The landlord’s response to the resident’s request to sell his shared ownership property on the open market. The landlord’s complaint handling .
London Borough of Hillingdon (202104614)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s replacement of lighting in the area around the resident’s property and the effect this has had on him.
London & Quadrant Housing Trust (202112117)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s: Response to the resident’s request that it buy back the property. Decision to share the resident’s private medical information with the buyback panel. Communication concerning the fire safety issues in relation to the resident’s …
London & Quadrant Housing Trust (202101094)
Maladministration
Complaint: Financial
This complaint is about: The landlord’s handling of the resident’s requests for supporting information about its costs following an increase in her service charge; The landlord’s complaint handling.
London & Quadrant Housing Trust (202113369)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of repairs to the heating and hot water system. Complaints handling.
London Borough of Croydon (202010302)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord's response to: Outstanding repairs. Time taken to be decanted. Overcrowding in the property. The impact on the resident’s health and wellbeing. Damaged belongings.
London Borough of Croydon (202017495)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB). The landlord’s handling of the resident’s outstanding bathroom repairs. The landlord’s handling of the resident’s request to be moved following an assault experienced. The landlord’s …
London & Quadrant Housing Trust (202112089)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of a burst water pipe, and the subsequent repairs.