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"
Norwich City Council (202015236)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about service charges for sheltered housing support and alarm costs
Tower Hamlets Council (202102251)
Outside Jurisdiction
Complaint: Financial
The complaint is about the Council’s handling of the resident’s application for housing, and its handling of the resident’s queries about rent arrears.
Westminster City Council (202009817)
Maladministration
Complaint: Local Authority / ALMO or TMO
The resident complains about the landlord’s response to her claim for a discretionary disturbance payment, and her subsequent formal complaint about the matter.
Westminster City Council (202100773)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the leaseholder’s request for repairs to his toilet and the level of compensation offered in this matter.
Westminster City Council (201810206)
Reasonable Redress
Complaint: Managing Relations
The complaint was about the landlord's handling of the resident's: Reports of leaks in the property. Reports about a blocked kitchen drain. Reports of damage to the windows. Complaint and request for compensation.
North East Derbyshire District Council (201911894)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
It has been difficult to engage with the resident to clarify the issues which they wish to bring as part of this complaint. Since January 2021, in their contact with this Service, the resident has referred to the following complaints: …
Complaint: Local Authority / ALMO or TMO
The complaint is about the length of time taken to carry out repairs.
Slough Borough Council (202006996)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The level of compensation offered by the landlord in relation to its handling of roof repairs and water leaking into the resident’s property. The landlord’s investigation into the conduct of a member of its staff. The …
Brent Council (202106027)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s handling of the resident’s reports of cracks in her home.
Camden Council (202011960)
Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s response to the resident’s concerns about: Delays to damp works to the lower ground access area and the rear garden wall to the resident’s property. The safety of the electrical supply equipment in the …
Havering Council (202015681)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s request for the replacement of window vents.
Islington Council (202108137)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s request for repairs to her garden.
Haringey Council (202011998)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The resident’s liability to pay service charges for works which she is dissatisfied with. The landlord’s handling of repairs to the resident’s guttering, roof and windowsill. The landlord’s handling of the associated complaint.
Wandsworth Council (201900330)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in her property. The landlord’s handling of the associated complaint.
Leeds City Council (202105984)
No Maladministration
Complaint: Managing Relations
The complaints are about: the landlord’s response to the resident’s report of an incident involving an operative working at a neighbouring property. the landlord’s response to the resident’s report of an incident involving the operative’s wife at a local school; …
Brent Council (202013798)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports about cracking in the walls at her property.
Darlington Borough Council (202012091)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident's allegations of unacceptable staff conduct towards him. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Hackney Council (202000552)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s request to be rehoused.
Islington Council (202013257)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Response to the resident’s concerns that it issued him a warning letter preventing him from raising complaints regarding staff conduct. Complaint handling.
Kingston upon Hull City Council (202011898)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident's reports about: the condition of the property at the start of his tenancy repairs.
Leicester City Council (202001448)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is regarding: The landlord’s handling of repairs to the resident’s roof and ceiling. The landlord’s response to concerns the resident raised regarding asbestos. The landlord’s response to reports of flies coming into the resident’s property via vents.
Luton Borough Council (202013316)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports about:
Birmingham City Council (202015613)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s request for the repair or replacement of her kitchen units.
Mid Suffolk District Council (201911656)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of repairs carried out at the resident’s new property. The landlord’s handling of reports that contractors damaged the resident’s possessions. The landlord’s handling of the reports about the conduct of contractors at the …
Rotherham Metropolitan Borough Council (202008393)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: Structural issues within the property. Drainage issues on the property. Repairs to the resident’s boiler. Repairs to the resident’s kitchen. Repairs to the resident’s door and the landlord’s decision not to raise …
Selby District Council (202100356)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbours. The landlord’s handling of the resident’s request for a property transfer. The landlord’s handling of the associated complaint.
Bristol City Council (202009132)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Response to the resident’s concerns about anti-social behaviour (ASB). Handling of the replacement of a boiler. Response to reports of mould and the installation of ventilation fans. Response to the resident’s request to be …
Haringey Council (202104095)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s request for the resident to remove the security gate/grill from her front door.
Leeds City Council (202015686)
Mediation
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s handling of repairs to the shed.
Waltham Forest Council (202103705)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s decision to decline a request for reimbursement of costs for fencing works.
Wandsworth Council (202010348)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of the resident’s complaint in 2020 about outstanding repairs. The resident’s dispute of some of her service charges.
Birmingham City Council (202011984)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of blocked toilets.
Croydon Council (202012506)
No 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) at the property. The condition of the neighbour’s trees and vegetation.
Southwark Council (202010225)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is regarding: The landlord’s response to the resident’s reports of damage caused to his kitchen ceiling and its handling of the repair to his shower/wet room. The landlord’s complaint handling. The landlord’s response to the resident’s request to …
Brent Council (201811888)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports and complaints about costs and charges she incurred from her property’s communal lighting.
Cambridge City Council (202010811)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: repairs at the resident’s property. the resident’s request for an adaptation to the bath. the resident’s reports of a rat infestation in his loft; and the resident’s concerns of potential asbestos in …
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202007623 Hammersmith and Fulham Council 19 August 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 […]
Lambeth Council (202104328)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s communication to the resident about the annual gas safety check at her property. The landlord’s handling of the associated complaint.
Uttlesford District Council (202005573)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of a boundary hedge maintenance dispute. The landlord’s associated complaint handling.
Cambridge City Council (202010402)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s: request for a housing transfer; reports of antisocial behaviour (ASB).
East Devon District Council (202011449)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbour. The landlord’s handling of the resident’s request for her housing band to be changed.
Selby District Council (202002870)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s concerns about a lack of lintels at the property, and her request to install these and replace the windows.
London Borough of Hackney (202012859)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202012859 Hackney Council 16 August 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 whether a […]
Leeds City Council (202101985)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns liability to pay service charges for heating.
Newham Council (202002208)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s request for information following a Tenants and Leaseholder Forum and its response to her complaint about the same.
Camden Council (202001280)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s: Reports of noise and vibrations from the pipework in the property. Concerns about the impact that the vibrations were having on his health.
Southwark Council (202013386)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of the resident’s reports of no heating or hot water in the property between September 2019 and December 2020. Handling of more recent reports of no heating or hot water after December 2020. …
Camden Council (202005428)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202005428 Camden Council 11 August 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 […]
Charnwood Borough Council (202017121)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the Council’s handling of a Right to Buy (RTB) application; including its failure to disclose the Pre-Cast Reinforced Concrete (PRC) construction of the building in the early stage of the RTB process.
Birmingham City Council (202006454)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s concerns about asbestos containing materials at his property and related repairs, and its response to his subsequent formal complaint.