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 (202010775)
Partial Maladministration
Complaint: Financial
REPORT COMPLAINT 202010775 Lambeth Council 23 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 is set […]
Lambeth Council (202112954)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202112954 Lambeth Council 23 November 2021 Our approach Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that remain outstanding […]
Bristol City Council (202012780)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s response to the complainant’s reports of anti-social behaviour (ASB) involving several neighbours and counter-allegations made against the complainant.
Hammersmith and Fulham Council (202005513)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of repair issues with her bathroom and kitchen, and the amount of compensation subsequently offered. The Ombudsman has also considered the landlord’s complaint handling in this investigation.
Hammersmith and Fulham Council (202010889)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of damage to her property caused by a defective external wastepipe. The report will also address the landlord’s handling of the associated complaint.
Leicester City Council (202011563)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of antisocial behaviour (ASB).
Gateshead Metropolitan Borough Council (202012425)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: - The resident’s report of a flood in her bathroom. The resident’s reports of consequential damage to the bathroom and kitchen. The resident’s complaint.
Harlow District Council (202100729)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s concerns about hazardous items being left in communal areas.
Wigan Metropolitan Borough Council (202103100)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s concerns about the heating system in the property.
Barking and Dagenham Council (202003034)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the: landlord's handling of a toilet blockage from 2019 – 2020. The Ombudsman has also considered the landlord’s complaints handling.
Birmingham City Council (202104637)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of:
Kingston upon Thames Council (202007990)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202007990 Kingston upon Thames Council 18 November 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine […]
Newham Council (202106975)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The height of trees in a neighbouring garden. The landlord’s response to the resident’s concerns about the above.
Broxtowe Borough Council (202105375)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of a range of different repairs, including leaks, damp and mould. The landlord’s complaint handling. The impact the condition of the resident’s property had on her family’s health.
Southwark Council (202003038)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The resident complains about: damage to the property caused by work in 2017. the landlord’s movement of funds on his service charge accounts. the landlord’s handling of his concerns that an invoice was issued in error.
Westminster City Council (202106311)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of repairs to a fire door in the basement of the resident’s building, and the level of compensation offered by it to him for delaying this.
Southwark Council (202016004)
Partial Maladministration
Complaint: Occupancy Rights
REPORT COMPLAINT 202016004 Southwark Council 16 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 is set […]
Hammersmith and Fulham Council (202012724)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s: reports of boiler repairs prior to September 2020. reports of boiler repairs in September 2020. complaint that the landlord’s contractor damaged her flooring. subsequent formal complaint.
North Kesteven District Council (202109476)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of drainage issues at their property.
Arun District Council (202009397)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to: The resident’s report in relation to her upstairs toilet. The resident’s request for compensation for reported damage to her rugs. The resident’s report of a damp kitchen floor.
Hammersmith and Fulham Council (202107874)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s handling of antisocial behaviour – specifically that the resident has been denied access to the property by a joint tenant.
Bristol City Council (202010485)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s handling of: the resident’s reports that a lean-to was unlawfully removed; works it had agreed to complete to allow the reinstatement of the lean-to; the resident’s concerns about the validity of a guarantee for …
Haringey Council (202108571)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s handling of the resident’s concerns that they are being overcharged on rent for their garages.
Kingston upon Thames Council (202016168)
No Maladministration
Complaint: Managing Relations
The complaint is about: The landlord's response to the resident’s reports in relation to his water cylinder and other repairs and the resident’s request for compensation. The landlord’s complaint handling (including the resident's report of a breach of his confidentiality …
Lambeth Council (202012855)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The leaseholder complains about the landlord’s handling of the section 20 consultation process, and the level, reasonableness, and increase of charges invoiced for these works. As a resolution to the matter, the leaseholder would like her contribution to the works …
Tower Hamlets Council (202102736)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s decision to ask the resident to remove CCTV.
Westminster City Council (202108189)
Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s handling of: Repairs, following the resident’s report of a water leak from the property above. The associated complaint.
Lewisham Council (202105873)
Maladministration
Complaint: Managing Relations
The complaint about: The landlord’s response to the resident’s concerns about her boiler. The landlord’s handling of the associated complaint.
Leeds City Council (202007388)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request for repairs at the property.
Southwark Council (202015389)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns how the landlord handled: A water leak into the property reported by the resident in April 2019. A water leak into the property reported by the resident in August 2020. The formal complaint into these matters.
Westminster City Council (202011584)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of a rodent infestation.
Birmingham City Council (202011553)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports request for reimbursement of costs for repairs to the rear door at the property. The landlord’s complaints handling has also been investigated.
Kingston upon Thames Council (202116743)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the Council’s Environmental Health Department’s response to the complainant’s request for noise monitoring equipment and the outcome of its investigation of their noise reports.
Southwark Council (202017488)
Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s response to ongoing mould and damp issues at the property.
Westminster City Council (201914122)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of an unknown smell in her home.
Exeter City Council (202110849)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s request that a partition wall is reinstated.
Kingston upon Thames Council (202116742)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the contact details provided on Council Tax information.
Crawley Borough Council (202016326)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s request for compensation for damage to her laptop computer following electrical work in the property.
Hammersmith and Fulham Council (202012991)
Maladministration
Complaint: Managing Relations
The complaint is about the level of compensation which the landlord offered for its acknowledged service failure in its response to the resident’s report of repairs in the kitchen. The complaint is about the complaint handling.
Haringey Council (202016546)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour from the flat below. The landlord’s response to the resident’s request for a refund of rent for the time that he was living away from his …
Kingston upon Thames Council (202106614)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns: The landlord's handling of the resident’s reports of the communal entry doors not closing. The landlord's handling of the resident’s complaint.
Kingston upon Thames Council (202116756)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the Council’s handling of the resident’s complaint about antisocial behaviour originating from a property that is managed by another organisation.
Sheffield City Council (201903587)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to multiple repair issues reported by the resident. The landlord’s complaint handling has also been investigated.
Southwark Council (202008046)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of: The temperature at the property and the need for replacement heaters. Its complaints handling.
Dartford Borough Council (202006740)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about: a. the level of the landlord’s service charges for items such as building and communal grounds maintenance; b. the landlord’s response to the resident’s reports about; Service charges a neighbour’s CCTV installation
Hounslow Council (202109929)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request for repairs to the windows and kitchen flooring at her property.
Haringey Council (202101101)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the Council’s handling of the resident’s request for re-housing.
Kingston upon Thames Council (202116741)
Outside Jurisdiction
Complaint: Estate Management
The complaint is about the landlord’s handling of street lighting repairs.
London Borough of Croydon (202008020)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s response to the resident’s reports about how it handled her rent and council tax accounts, following a decant from her permanent property.
Southwark Council (202109562)
Maladministration
Complaint: Managing Relations
The complaint is about: the landlord’s handling of the resident’s reports about the landlord’s staff. the landlord’s handling of the resident’s complaint.