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 1,975 of 16,227 decisions
Welwyn Hatfield Borough Council (202106370)
No Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202106370 Welwyn Hatfield Borough Council 30 November 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 […]
Wolverhampton City Council (202011973)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of antisocial behaviour (ASB) at the resident’s former property.
Aster Communities (202101249)
No Maladministration
Complaint: Financial
The complaint is about the landlord moving the resident from her previous property and its response to concerns that the new property was unsuitable.
Birmingham City Council (202007856)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
Birmingham City Council (202011900)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of various ASB-related issues involving his neighbours.
Brighton and Hove City Council (202006311)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns: The landlord's handling of the resident’s reports of antisocial behaviour from a neighbour. The landlord’s complaint handling.
Habinteg Housing Association Limited (202016889)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
NOTE: AMENDED INVESTIGATION REPORT Case Ref: 202016889 Created by Gillian Lowdon on 15/12/2021 10:45:24 Title: NOTE: AMENDED INVESTIGATION REPORT Category: Case Notes Activity Date: 15/12/2021 Body:
Harlow District Council (202109828)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about:
Leeds City Council (202109622)
Partial Maladministration
Complaint: Managing Relations
The complaint refers to: The landlord’s handling of the repairs needed to the resident’s front and back doors, windows and cupboard door in her bedroom. The resident’s concerns about repairs needed to her kitchen and plastering . The landlord’s handling …
Leicester City Council (202014036)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The condition of the property when it was let. The landlord’s response to concerns about outstanding repairs at the property.
Newlon Housing Trust (202110290)
Partial Maladministration
Complaint: Managing Relations
The complaint refers to: The landlord’s response to the resident’s reports of a leak at the property. The landlord’s handling of the associated complaint.
Nottingham City Homes (202016325)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the level of compensation offered by the landlord regarding acknowledged service failures relating to communal fence repairs. The landlord’s complaints handling has also been investigated.
Phoenix Community Housing Association (Bellingham and Downham) Limited (202110343)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s concerns regarding: contractors attending during the COVID-19 pandemic. the level of contact from its contractors. Her personal information being shared.
Clarion Housing Association Limited (202101927)
Reasonable Redress
Complaint: Estate Management
The complaint is about the: level of grounds maintenance service charges. landlord’s response to the resident’s concerns about the standard of the grounds maintenance.
Metropolitan Housing Trust Limited (202101759)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s concerns regarding her front and back door.
Brentwood Borough Council (202106344)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns: How the landlord handled the resident’s reports of antisocial behaviour (ASB). The information given to the resident relating to rent arears in relation to her request for rehousing. The landlord’s allocation of the resident’s banding for rehousing.
Catalyst Housing Limited (202107564)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns how the landlord handled the resident’s reports of antisocial behaviour (ASB).
London & Quadrant Housing Trust (202016813)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s concerns regarding his ceiling and report of a water leak.
Abri Group Limited (202007568)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s concerns about defects in her property. The landlord’s complaint handling.
Catalyst Housing Limited (202011651)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord's response to the residents’ reports of delays in the staircasing process.
Derwent Housing Association Limited (202015548)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: the resident’s reports of mould in the property; the resident’s reports of anti-social behaviour (ASB); the resident’s request for a property transfer; a notice to quit it issued to the resident.
Guinness Housing Association Limited (202109934)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB).
Metropolitan Housing Trust Limited (202010483)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Response to the resident’s concerns about the removal of the communal fire alarm at the property. Response to the resident’s reports of repairs required at the property following the installation of the communal fire …
Norwich City Council (201914385)
Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about: a. the landlord’s response to the resident’s reports of noise nuisance; b. the landlord’s complaint handling.
One Vision Housing Limited (202005637)
No Maladministration
Complaint: Managing Relations
The complaint is about: The conduct of a member of the landlord’s staff during a phone call on 24 August 2020. The landlord’s communication with the resident about her reports of issues with her neighbours.
Sanctuary Affordable Housing Limited (201914180)
Reasonable Redress
Complaint: Managing Relations
The complaint was about: The landlord‘s response to the resident’s report of rodent infestation, including the level of compensation offered to the resident. The landlord’s complaint handling, including delays in responses.
The Riverside Group Limited (202102149)
No Maladministration
Complaint: Managing Relations
The complaint is about: The comments made by the landlord’s staff, about the resident, to the occupiers of the property next door.
Your Housing Group Limited (202016452)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour consisting of neighbours leaving rubbish and personal items in communal areas. The landlord’s complaint handling.
Aster Group Limited (202111598)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour.
Brent Council (202000712)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to: Repairs within the resident’s property and within her block prior to July 2017. Concerns raised about renovation works to the resident’s block of flats between 2003 and 2005. The resident’s concerns that …
Derwent Housing Association Limited (202010657)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about how the landlord handled: The resident’s report of fly-tipping outside her property following a mutual exchange. A report that the resident had disposed of rubbish in bins allocated to other properties. This complaint is also about …
Folkestone & Hythe District Council (202013935)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s banding decision following the applicant’s request to be rehoused.
Home Group Limited (202015585)
No Maladministration
Complaint: Managing Relations
The resident complains about: the landlord refusing her father access into her property during the covid pandemic. the landlord’s failure to act accordingly in line with the Equality Act 2010. the landlord’s handling of her complaint.
Leicester City Council (201909564)
Maladministration
Complaint: Local Authority / ALMO or TMO
The resident complains about the landlord’s handling of a number of repairs at the property.
Lewisham Council (202015261)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about:
Longhurst Group Limited (202108509)
Partial Maladministration
Complaint: Estate Management
REPORT COMPLAINT 202108509 Longhurst Group Limited 18 November 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 […]
Newham Council (202008669)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The repairs service provided by the landlord. The landlord’s response to concerns regarding staff conduct. The landlord’s complaint handling.
Notting Hill Genesis (202014860)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of the resident’s request for his carpet to be replaced following leaks into his property.
Paradigm Housing Group Limited (202002070)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns the landlord’s: handling of the resident's anti-social behaviour reports concerning a neighbour. handling of the resident’s request for a management move. handling of repairs and maintenance issues. response to her complaint about staff conduct.
Southwark Council (202010934)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: The resident’s reports regarding her upstairs neighbour installing a doorbell camera at their shared entrance. The resident’s associated complaint.
Southwark Council (202014617)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint relates to the landlord’s decision to ask the resident to pay for heating and hot water costs and the level of those costs.
Trent & Dove Housing Limited (202004506)
Maladministration
Complaint: ASB/Abuse/Nuisance
The resident has complained about the landlord's handling of his reports of anti-social behaviour (ASB).
Wandle Housing Association Limited (201916149)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s report of damp and mould in her bathroom, in relation to its offer of compensation. The landlord’s complaint handling.
Habinteg Housing Association Limited (202016907)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is regarding: The tone of the landlord’s communication. How the landlord sought to arrange an electrical test at the resident’s property. The landlord allegedly victimising the resident.
Lambeth Council (201910159)
Maladministration
Complaint: Information and data management
The resident has complained about the landlord's handling of various repair reports in particular: Repairs to her windows. Repairs to her front door. Repairs to remedy poor external drainage and a collapsed kitchen underfloor pipe. The resident has complained about …
Lambeth Council (202006404)
Maladministration
Complaint: Information and data management
The resident complains about: The landlord's handling of the kitchen renewal work at the property, and; its response to her subsequent formal complaint. The Ombudsman has also considered the landlord’s record keeping.
Lambeth Council (202007286)
Maladministration
Complaint: Information and data management
The resident complains about the landlord’s: Response to her reports of repairs at the property. Response to her reports of a pest control issue. Handling of the complaint. The Ombudsman has also considered the landlord’s record keeping.
Lambeth Council (202010354)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The resident has complained about the landlord's investigation of and response to his: reports of being disturbed by impact noise from the flat above because of uncovered wooden or laminate flooring. reports about his neighbour's threatening behaviour and barking dogs.
Lambeth Council (202104783)
Maladministration
Complaint: Local Authority / ALMO or TMO
The leaseholder complains about the landlord’s handling of his application for consent to carry out alterations to the property.
Lambeth Council (202107314)
Maladministration
Complaint: Local Authority / ALMO or TMO
The resident complaints about the landlord’s handling of: the installation of a shower head and water pump, and; boiler repairs. He also complains about handling of the formal complaint and the level of compensation offered by the landlord. The Ombudsman …