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"
Complaint: Managing Relations
The resident complained about the: Conduct of the landlord’s member of staff. Landlord’s response to their report that their gate had been damaged by the member of staff. Landlord’s request that they remove items from outside of the property.
Darlington Borough Council (202014803)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; the resident’s complaint about staff conduct.
Westminster City Council (202101263)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The resident complains about the level of compensation offered by the landlord for delays in repairs to damaged flooring, and to the heating system.
Exeter City Council (202103088)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The landlord’s handling of repairs to the resident’s boiler. The landlord’s response to the resident’s request for an alternative contractor.
North Tyneside Council (202109787)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about Is about: the landlord's handling of reports of damp to the property. the priority awarded to the resident’s request to be re-housed.
Westminster City Council (202113783)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint concerns the council’s decision that the resident must repay the Right to Buy discount when they sell their property.
Greenwich Council (202101671)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The landlord’s handling of the resident’s reports concerning anti-social behaviour, including noise nuisance and drug activity.
Kingston upon Thames Council (202100533)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The condition of the property at the time of letting and the landlord’s response to the resident’s subsequent request for repairs to the property. The resident’s concerns that the landlord did not take her disability into …
Sandwell Metropolitan Borough Council (202107784)
No Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202107784 Sandwell Metropolitan Borough Council 8 December 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 […]
Birmingham City Council (202010756)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of damage caused to: The hot tub at the property whilst the landlord was undertaking adaptation repair works. The Astro turf at the property whilst the landlord was undertaking …
Waltham Forest Council (202110675)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled repairs to: The guttering of the building. The shower in the resident’s property.
Westminster City Council (202100956)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The landlord’s handling of follow-on works from its previous gas safety service in January 2020. The landlord’s handling of the resident’s annual gas safety service. The landlord’s handling of the associated complaint.
Birmingham City Council (202107520)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint refers to: The landlord’s handling of the resident’s reports of repairs needed to the external doors of the property, the wooden external panels and her concerns about pests in the property. The resident’s further concerns related to new …
Southwark Council (202109108)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint concerns the level of compensation offered by the landlord following a water leak into the resident’s property.
Southwark Council (202119989)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the resident’s dissatisfaction with a phone call made by the landlord’s rent team.
Southwark Council (202119990)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s response to a leak from the property above.
Welwyn Hatfield Borough Council (202003333)
Maladministration
Complaint: Managing Relations
The complaint is about the condition of the property when let to the resident. The Ombudsman has also considered the landlord’s complaint handling.
Hammersmith and Fulham Council (202011986)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the length of time taken by the landlord to complete restorative repairs at the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Leeds City Council (202106547)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s report of a water leak into her property.
Croydon Council (202009684)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s handling of the resident’s noise nuisance reports.
Hackney Council (202005813)
Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s response to the resident’s reports of repairs in the property.
Kingston upon Thames Council (202007847)
No Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s handling of the resident’s reports that his property was uninhabitable due to chemical contamination.
Tandridge District Council (202009531)
No Maladministration
Complaint: Old Property Condition migrated-2025
The landlord’s response to the resident’s assertion that contractors advised him to use both heating switches, which resulted in additional charges.
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.
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.
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.
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.
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.
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 …
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.
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:
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.
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.
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 …
Lewisham Council (202005458)
Reasonable Redress
Complaint: Financial
The complaint is about the disposal of the resident’s belongings, following an eviction.
Tower Hamlets Council (202003166)
Partial Maladministration
Complaint: Managing Relations
The resident complains about:
Croydon Council (202004277)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s handling of mutual exchange applications made by the resident. In particular, the resident states: The landlord discriminated against her under the terms of the Equality Act 2010. The landlord was not permitted to decline …
Islington Council (202017231)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the level of redress offered to the resident following her reports of a defective heating and hot water system.