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 (201912002)
Partial Maladministration
Complaint: Financial
The complaint is regarding: The landlord’s handling of repairs to the resident’s underfloor heating system and its subsequent offer of compensation. The landlord’s decision to offset some of the compensation awarded to the resident against her rent arrears. The landlord’s …
London & Quadrant Housing Trust (202013643)
Outside Jurisdiction
Complaint: Financial
The resident has complained about the following issues: That service charges for maintaining and operating a door entry system are too high. That the landlord cannot, or should not, recharge her for the full cost of this item.
London Borough of Enfield (201914492)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s:
London & Quadrant Housing Trust (202006559)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of the resident’s service charge account. The landlord’s handling of the resident’s request for a credit in relation to charges for scaffolding. The landlord’s handling of the resident’s complaint.
London Borough of Hackney (202004219)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the: Landlord’s handling of the resident’s reports of noise nuisance from her neighbour. Landlord’s record keeping and complaint handling. Effect of noise nuisance on the health of the resident’s family.
London & Quadrant Housing Trust (202014377)
Outside Jurisdiction
Complaint: Financial
The complaint is about the payability and reasonableness of the service charges at the property.
London & Quadrant Housing Trust (202100892)
Reasonable Redress
Complaint: Estate Management
The complaint concerns the landlord’s handling of: repairs to resolve a leak in the roof of the building, and; the resident’s request to receive a copy of a surveyor’s report following an inspection of the building.
London Borough of Hackney (202010001)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the level of compensation offered by the landlord’s insurer in relation to the resident’s claim for property damage and loss of rental income following a leak from a neighbouring property.
London & Quadrant Housing Trust (201910580)
Partial Maladministration
Complaint: Financial
REPORT COMPLAINT 201910580 London & Quadrant H T 19 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. […]
London & Quadrant Housing Trust (201909237)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of repairs in the property and a delay in activating her rent account.
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.
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. …
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.
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 …
London & Quadrant Housing Trust (202003007)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s offer of redress in relation to the repairs service it provided to the resident between 2015 and 2017. The landlord’s response to remove rent arrears on the resident’s rent account. The landlord’s response to …
London & Quadrant Housing Trust (201912066)
Maladministration
Complaint: Health and Safety (inc. building safety)
The resident has complained about: the landlord’s response to reports of a gas leak from a neighbouring property and its handling of remedial works relating to the leak; the landlord’s complaint handling and the level of compensation offered.
London & Quadrant Housing Trust (L&Q) (201914859)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
This complaint is about: The landlord’s handling of the resident’s concerns following a fire in his building. The landlord’s handling of the resident’s request to move. The landlord’s handling of, and response to, the findings of the building’s 2018 Fire …
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.
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.
London & Quadrant Housing Trust (201914231)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The resident’s complaints are about:
London & Quadrant Housing Trust (202000937)
No Maladministration
Complaint: Old Outside HOS Jurisdiction categories
The complaint is about the landlord’s response to the resident’s requests about: Additional security, lighting and CCTV following a burglary. Repairs to a window following a burglary.
London & Quadrant H T (201912314)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: repairs to the resident’s home; the related complaint.
London & Quadrant Housing Trust (202001649)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s mutual exchange.
London & Quadrant H T (201906982)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of repairs at the resident's property.
London & Quadrant Housing Trust (202003890)
Partial Maladministration
Complaint: Estate Management
This complaint is about: The landlord’s response to the resident’s reports of issues with parking at this property. The landlord’s response to the resident’s request that the windows in his bathroom and kitchen be replaced. The landlord’s response to the …
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 […]
London & Quadrant Housing Trust (201915921)
Maladministration
Complaint: Old Compensation categories
REPORT COMPLAINT 201915921 London and Quadrant Housing Trust 23 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
London & Quadrant H T (202003178)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of outstanding repairs to the heating system.
London & Quadrant Housing Trust (201914783)
Partial Maladministration
Complaint: Leaseholder
The complaint is about the landlord’s response to the resident’s: allegations of not maintaining the drainage system at the property; request to make a claim for damages; associated formal complaint.
London & Quadrant Housing Trust (202000180)
Partial Maladministration
Complaint: Old Charges categories
The complaint is about: the administration of service charges the landlord’s handling of the associated formal complaint.
London & Quadrant Housing Trust (202001700)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The accuracy of the fire safety assessment completed by the landlord in relation to the building which the resident owns a property in. The landlord’s response to Government guidance on fire safety and cladding in relation …
London & Quadrant H T (201912975)
Maladministration
The complaint is about the landlord’s response to the resident’s reports of noise nuisance and other behaviour by a neighbour.
London & Quadrant Housing Trust (202001461)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s request for information to enable her to complete the sale of her shared-ownership home, including information about the cladding on the building she resides in.
London & Quadrant Housing Trust (202001175)
Maladministration
Complaint: Old Complaints Handling categories
The complaint concerns: The landlord’s decision to replace a double-glazed bedroom window, that it had installed at the resident’s property, with a single-glazed window following planning permission issues with the local authority. The landlord’s communication and complaint handling.
London & Quadrant H T (201908355)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports regarding a rodent infestation at her property and the amount of compensation it subsequently offered.
London & Quadrant Housing Trust (202001937)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s:
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 […]
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.
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.
London & Quadrant Housing Trust (202000464)
No Maladministration
Complaint: Old Charges categories
The complaint is about: the landlord’s handling of repairs to the communal areas of the building the property is situated in, specifically whether repairs were being carried out properly and/or were necessary; the level of service charge increases.
London & Quadrant Housing Trust (201916043)
Partial Maladministration
Complaint: Old Property Condition categories
REPORT COMPLAINT 201916043 London & Quadrant H T 21 January 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]
London & Quadrant Housing Trust (202004505)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
The resident complains about how the landlord handled her reports of anti-social behaviour by her neighbours, in particular: the landlord’s decision in January 2019 to seek an injunction against one neighbour rather than a possession order; and how the landlord …
London & Quadrant Housing Trust (202000305)
Maladministration
Complaint: Old Charges categories
The complaint is about the lack of rent abatement for the period that the resident was temporarily decanted from her home.
London & Quadrant Housing Trust (201914099)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Response to Government guidance on fire safety and cladding in relation to the building which the resident owns a property in. Request for the resident to pay its legal fees in relation to her …
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.
London & Quadrant H T (202003138)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: the level of compensation offered by the landlord for its response to the resident’s report of a bad odour from her sink and bathroom drainage the landlord’s handling of the associated complaint the level of compensation …
London & Quadrant Housing Trust (202001323)
Partial Maladministration
Complaint: Old Charges categories
The complaint is about: The landlord’s administration of the resident’s rent account The landlord’s complaint handling
London & Quadrant Housing Trust (201904482)
Maladministration
Complaint: Old Property Condition categories
The resident complains about the landlord’s response to her concerns that it had not replaced her kitchen.
London & Quadrant Housing Trust (202001024)
Reasonable Redress
Complaint: Occupancy Rights
The complaint concerns how the landlord handled the resident’s request to amend her joint tenancy after her ex-partner left the home.
London & Quadrant H T (201909582)
No Maladministration
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (‘ASB’) from her neighbour.