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"
Slough Borough Council (202217555)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to service charge queries. We have also assessed the landlord’s complaint handling.
Southwark Council (202332723)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of repairs. The level of compensation offered by the landlord. The Ombudsman will also consider the landlord’s complaint handling.
Welwyn Hatfield Borough Council (202419593)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s: Reports of repairs. Concerns regarding comments made by a surveyor during a visit to the property. Associated complaint.
Arun District Council (202441445)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: A heating repair and annual heat pump service. The associated complaint.
Bristol City Council (202331720)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Response to the resident’s concerns about payments for heating and hot water. Complaint handling.
Newark and Sherwood District Council (202438422)
Reasonable Redress
Complaint: Responsive repairs/activity
The complaint is about the landlord’s response to the resident’s reports about damp and mould at the property.
Northumberland County Council (202448418)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: Adaptations to the resident’s property. The resident’s complaint.
Southwark Council (202347068)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of a leak and the associated damage. We have also considered the landlord’s handling of the resident’s complaint.
Southwark Council (202441489)
Reasonable Redress
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the resident’s reports of loss of heating and hot water. We have also considered the landlord’s complaint handling.
Southwark Council (202448650)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). We have also considered the landlord’s complaint handling.
Bury Metropolitan Borough Council (202424423)
No Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s response to the resident’s reports of: No heating and hot water. Leaks.
City of Westminster Council (202440866)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s reports regarding staff conduct.
Haringey London Borough Council (202450621)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the: Resident’s request for adaptation works to the property. Associated complaints.
Leeds City Council (202413959)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of a leak and their request for the resident to remove decking for the investigation.
Medway Council (202403696)
No Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about: The level of the resident’s service charges. The landlord’s responses to the resident’s service charge queries.
Milton Keynes Council (202314473)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of: Difficulties accessing the garden due to the lack of maintenance. Difficulties accessing the garden due to issues with his path and threshold step from the property. A hole …
North Tyneside Council (202406712)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Handling of damp in the property. Complaint handling.
Sandwell Metropolitan Borough Council (202348399)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: The purchase of the resident’s former property, home move, and associated communications throughout the process. The condition of the resident’s new property.
Birmingham City Council (202337963)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould. Complaint handling.
Kirklees Metropolitan Borough Council (202337870)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s request to move. The associated complaint.
Thurrock Council (202348158)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident's report of a damaged garden fence.
Birmingham City Council (202419409)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s: concerns regarding the conduct of staff. formal complaint.
Bristol City Council (202447805)
Severe Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB)
Haringey London Borough Council (202224687)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s: Reports of a roof leak at the property. Associated complaint.
London Borough of Havering Council (202328972)
Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202328972 London Borough of Havering Council 24 September 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Sandwell Metropolitan Borough Council (202402166)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of concerns raised by the resident about the conduct of a member of staff during and after a home visit. We have also investigated the landlord’s complaint handling.
Waverley Borough Council (202332453)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from a neighbouring property. The Ombudsman has also considered the landlord’s complaint handling.
London Borough of Camden Council (202347174)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: The resident’s reports of repairs required to fix the heating. The resident’s request for a refund of related heating service charges. The associated complaint.
London Borough of Camden Council (202452256)
Maladministration
Complaint: Local Authority / ALMO or TMO
The resident’s complaint is about the landlord’s handling of damp in the property. We have also assessed the landlord’s complaint handling.
Oxford City Council (202404375)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about how the landlord handled: the resident’s reports of damp and mould. the resident’s reports of antisocial behaviour. We have also considered the landlord’s complaint handling.
Southwark Council (202340597)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s concerns about a major works programme. Response to some related welfare issues, including an allegation of discrimination. Complaint handling.
Brighton and Hove City Council (202340117)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of no hot water at the property.
Bury Metropolitan Borough Council (202338362)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord's handling of: The resident’s reports of issues with her neighbour. The resident’s queries about the wellbeing charge and concerns about changes to nighttime care provision. We will also consider the landlord’s complaint handling.
Guildford Borough Council (202422292)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s: Tenancy while she was away from the property. Son’s vulnerabilities while she was away from the property. Associated complaint.
Haringey London Borough Council (202308169)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Handling of the resident’s reports of damp, mould, and the associated property repairs. Response to the resident’s reports of a faulty kitchen window. Response to the resident’s request for it to replace household appliances. …
Haringey London Borough Council (202500562)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The resident’s complaint is about the landlord’s handling of: Damp and mould and draughts in her property. The information held on its records. Her request to be rehoused. The complaint.
Leeds City Council (202450473)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of CCTV in his neighbour’s property.
Luton Borough Council (202342309)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB), including noise nuisance. We have also considered the landlord’s complaint handling.
Leeds City Council (202450646)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s concerns around staff conduct in relation to a report of Antisocial Behaviour (ASB).
London Borough of Camden Council (202412754)
Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by the ingress of the smell of cannabis into her flat.
Mid Suffolk District Council (202445120)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of damp and mould. We have also investigated the landlord’s complaint handling.
City of Westminster Council (202432593)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould, and associated repairs within the property. Associated complaint.
South Tyneside Council (202424803)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of damp and mould at the property. The Ombudsman has also considered the landlord’s complaint handling.
Southwark Council (202422298)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s concerns about service charges for major works.
Birmingham City Council (202330667)
Mediation
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of repairs to a gas pipe.
City of Westminster Council (202331610)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of repairs reported by the resident. Handling of the resident’s request to be moved during planned major works. Refusal of the resident’s housing transfer application. We have also considered the landlord’s complaints handling.
Portsmouth City Council (202451326)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
This complaint is about how the landlord handled the resident’s application for a priority transfer.
City of Westminster Council (202422404)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of leaks, damp, and mould in the property. The Ombudsman will also consider the landlord’s complaint handling.
London Borough of Camden Council (202431629)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s request that it repaint the property’s hallway following a roof leak.
London Borough of Camden Council (202446702)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of: The resident’s reports of a roof leak. The resident’s complaint.