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 3,795 of 16,227 decisions matching "council"
Lambeth Council (201907909)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of: Damp in the resident’s property and the length of time taken to complete repairs. The resident’s enquiries about a service charge bill.
Kingston upon Thames Council (202116748)
Outside Jurisdiction
Complaint: Managing Relations
The complaint is about the Council’s handling of the resident’s reports concerning staff members who she considers did not treat her respectfully.
Lewisham Council (202011375)
No Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the replacement of the resident’s windows and the amount of compensation offered to the resident in recognition of the delay. The landlord’s complaints handling.
Lambeth Council (202005612)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202005612 Lambeth Council 2 February 2023 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 is […]
Waltham Forest Council (202101260)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s handling of repairs and the resident’s request for replacement windows.
Lambeth Council (202012031)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s report of anti-social behaviour.
Southwark Council (202111047)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports concerning damp and mould. The related complaint.
Basildon Borough Council (202125438)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to the resident’s flooring following a flood. The associated complaint.
Barking and Dagenham Council (202112565)
Partial Maladministration
Complaint: Financial
This complaint is about the landlord’s: Handling of the resident’s application for a landlord licence; Response to the resident’s concerns about its administration of a major works notification and service charges; complaint handling.
Kingston upon Thames Council (202116744)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) from several neighbouring properties; The landlord’s complaint handling.
Wandsworth Council (202118003)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s: request to access the resident’s property due to a leak in her neighbour’s property; response to the resident’s reports that the windows in her property required renewal.
Hammersmith and Fulham Council (202128621)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s repairs to a leaking boiler within the property, and the associated damage to the flooring. The landlord’s handling of the associated complaint.
Adur District Council (202109633)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to: The resident’s report of the neighbour’s cat fouling and items left in the communal stairwell. The resident’s report of Anti-Social Behaviour by the neighbour’s grandson. The associated complaint.
Hammersmith and Fulham Council (202112293)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s kitchen replacement following a major leak. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Hammersmith and Fulham Council (202124361)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of its agreement to replace the resident’s shower doors.
Lambeth Council (202118403)
Severe Maladministration
Complaint: Information and data management
REPORT COMPLAINT 202118403 Lambeth Council 14 September 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. This is set […]
East Riding of Yorkshire Council (202128382)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: response to the resident’s concerns that the property was incorrectly advertised as having access to a driveway; reimbursement and communication of its goodwill offer relating to application fees.
Wandsworth Council (202127222)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord's response to the resident’s concerns about the lift breaking down in the block of flats where he lives.
Southwark Council (202009093)
Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s: Handling of the resident’s reports of ASB (noise nuisance) by her upstairs neighbour. Complaint handling.
Waltham Forest Council (202127241)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of damage to his flooring. The associated complaint.
Blackpool Council (202124721)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlords response to the resident’s: concerns about a risk marker placed on his tenancy file; reports of repair works to his boiler and plastering of his kitchen wall.
Colchester Borough Council (202119755)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of defective guttering causing a leak into her property.
East Riding of Yorkshire Council (202120030)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a pest infestation (sewer flies) in his property.
Islington Council (202118103)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs needed in the resident’s property as a result of damp and mould. The landlord’s handling of the associated complaint.
Kingston upon Hull City Council (202118928)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports about excessive noise from the boiler.
Westminster City Council (202125071)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord's handling of the resident's reports of: contaminated water. a contractor bleeding in her property.
Kingston upon Thames Council (202116740)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This compliant is about: The landlord’s tailored policy for visits to the property; The landlord’s agent not wearing a face mask during a repair; The landlord’s response to the resident’s reports of a marked window and curtains at the property; …
Westminster City Council (202102498)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) from his neighbour.
Lewes District Council (202110510)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of adaptations to the bathroom at the property and related repairs. Complaint handling.
Westminster City Council (202126442)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs following a water leak into the resident’s property.
Wokingham Borough Council (202108469)
No Maladministration
Complaint: Managing Relations
The complaint is about the tone and content of the landlord’s warning letter to the resident, and an associated email.
Camden Council (202125295)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s request for her toilet seat to be replaced by it.
Nuneaton and Bedworth Borough Council (202104867)
Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: void property repairs to plasterwork, pipework and flooring that the resident reported at the beginning of her tenancy; the related complaint.
Southwark Council (202102649)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s housing application. A pest infestation in the resident’s property. The resident’s reports of unacceptable staff conduct demonstrated by the Housing Officer.
Waverley Borough Council (202119471)
Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s concerns about being recharged for damaged internal doors and clearance at the end of her tenancy.
Eastbourne Borough Council (202112042)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs to the guttering at the resident’s property and its response to the resident’s reports of damp and mould. The landlord’s handling of the installation of a kitchen extractor fan. The landlord’s …
Lambeth Council (202105690)
Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202105690 Lambeth Council 1 September 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. This […]
Barking and Dagenham Council (202005996)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint concerns the landlord’s handling of: The resident’s reports of carbon monoxide poisoning due to a faulty boiler and request to be transferred to another property due to safety concerns. The related complaint.
Basildon Borough Council (202107854)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports about: taps not being fitted correctly. roof and gutter leaks and holes related to a rat infestation. The Ombudsman has also considered the landlord’s complaint handling.
Birmingham City Council (202111917)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint concerns the Council’s response to the resident’s reports of a leak from the shower causing a hole in the floor.
Dudley Metropolitan Borough Council (202005287)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s: reports of various repairs in the property. reports about a boundary dispute with a neighbour.
Haringey Council (202100487)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour. The resident’s request for a sound-proofing assessment. The resident’s request for rehousing.
Stoke-on-Trent City Council (202113456)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to: The resident’s reports of water ingress. The resident’s reports concerning the lift shaft, broken Perspex, trees outside the property and damp and mould. The associated complaint.
Trafford Housing Trust Limited (202100386)
Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about: The length of time the resident had to wait to move into the property. The landlord’s response to the resident’s requests for reasonable adjustments whilst waiting for Disabled Facilities Grant (DFG) funded adaptations to be carried …
Birmingham City Council (202011026)
Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s handling of: The resident’s leak reports and related compensation claim for damage caused to the property. The related complaint.
Islington Council (202116052)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s boiler.
Stroud District Council (202126000)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s requests for kitchen improvements.
Dartford Borough Council (202108863)
No Maladministration
Complaint: Financial
Complaint is about the landlord’s decision to recharge the resident for proposed works to a shed roof.
Lambeth Council (202108805)
Partial Maladministration
Complaint: Managing Relations
The resident’s complaint was about: The landlord’s handling of repairs to the resident’s property. The landlord’s handling of the resident’s concerns regarding the removal of the neighbour’s garden wall. The landlord’s complaint handling.
Leeds City Council (202100672)
No Maladministration
Complaint: Moving/Buying/Selling Home
This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s concerns about the condition of the property.