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"
Kingston upon Thames Council (201915804)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: the landlord’s response to the resident’s report about the communal front door, this was raised in February/March 2020. the landlord’s delay in logging the complaint. the way the landlord handled the second complaint about the communal …
Lambeth Council (201902272)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: response to the resident’s reports that her property was not suitable for her needs when initially allocated to her; response to the resident’s request to be rehoused through the local authority’s choice based letting …
Lambeth Council (201911089)
Partial Maladministration
Complaint: Managing Relations
The Complaint is about the landlord’s response to resident’s reports about: The administration of the service charge at the property. The issuing of arrears letters and invoices by the landlord. The landlord’s complaint handling. The cost and level of service …
Canterbury City Council (201812829)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about: The landlord’s handling of the resident’s reports of sound transference from the flat above. The landlord’s complaint handling.
Hammersmith and Fulham Council (202005977)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The resident complains about: How the landlord handled repairs reported at the property and the level of compensation offered for delays in completing repairs between April 2019 and November 2020. How the landlord handled repairs reported at the property from …
Harrow Council (202001658)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of repairs to the resident’s kitchen.
Leeds City Council (202009385)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s handling of repairs required to fix a leak in the resident’s property.
Waltham Forest Council (202006852)
No Maladministration
REPORT COMPLAINT 202006852 Waltham Forest Council 30 March 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 […]
Haringey Council (202005551)
No Maladministration
REPORT COMPLAINT 202005551 Haringey Council 29 March 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 […]
North Tyneside Council (201915018)
No Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
Birmingham City Council (202007242)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident’s complaint is about the landlord’s response to her reports of a roof leak. This Service has also investigated the landlord’s complaints handling.
Cambridge City Council (202009399)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s application of its abandonment process to the resident.
Leeds City Council (201909241)
Partial Maladministration
The complaint is about the landlord’s: handling of repairs to remedy damp in the resident’s property, response to the resident’s report of his new toilet being unsuitable, complaint handling
Leeds City Council (202000707)
No Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s response to the resident’s concerns about asbestos at her property.
Birmingham City Council (202009260)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord's response to the resident's request to replace the kitchen.
Hammersmith and Fulham Council (202008846)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of repairs due to leaks which affected the leasehold property. The level of redress offered by the landlord for the delay, distress and inconvenience caused. The landlord’s response to the request for redress …
Sandwell Metropolitan Borough Council (201906786)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB). Complaint handling.
East Devon District Council (202008910)
Maladministration
Complaint: Old Home Ownership Issues (not new build) categories
The complaint is about the landlord’s handling of the resident’s reports of cigarette smoke infiltrating into her property from a neighbouring property.
Leeds City Council (202007155)
No Maladministration
The complaint concerns the landlord’s decision to not reimburse the resident for the costs incurred when carrying out improvement works to the property.
Southwark Council (202004554)
Maladministration
Complaint: Leaseholder
The complaint is about the landlord’s handling of: The resident’s reports of leaks from the water tanks and the damage caused to the building façade. The complaint.
Southwark Council (202005132)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request to have a television aerial socket installed in her property.
Waltham Forest Council (202000574)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s handling of the resident’s reports of water leaks from the properties above hers.
Waltham Forest Council (202005257)
No Maladministration
REPORT COMPLAINT 202005257 Waltham Forest Council 22 March 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 […]
Wandsworth Council (201914344)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s response to the resident’s reports of poor communication and staff conduct. The landlord’s complaints handling.
Lambeth Council (201914204)
Mediation
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s request for redecoration of the communal area.
Dacorum Borough Council (202007602)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint refers to: The landlord’s response to the resident’s reports of a broken boundary fence. The landlord’s handling of the associated complaint.
Harlow District Council (202008943)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of a blocked drain, specifically, the length of time it took to resolve the issue and its decision not to compensate the resident for damage caused to the property.
Southwark Council (202004203)
Mediation
The resident complained about the landlord’s response to an ant infestation in the property.
Swindon Borough Council (201909675)
Reasonable Redress
Complaint: Managing Relations
This Service will investigate the resident’s complaints regarding: The landlord’s response to her reports of ASB; and Its removal of the additional tenancy clauses (ATC). This Service will also consider the landlord’s handling of the resident’s complaint.
Birmingham City Council (202005389)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns: How the landlord handled repairs to kitchen drawers in the resident’s property. The landlord’s decision about the kitchen layout in relation to the resident’s request to install a fridge/freezer.
Newcastle-upon-Tyne City Council (202006869)
No Maladministration
Complaint: Managing Relations
The complaint is about: the landlord's work on the driveway and the drainage system at the property; and the landlord's handling of the resident’s complaint.
Kingston upon Thames Council (202000973)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of items being left in the communal area.
Camden Council (202002857)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202002857 Camden Council 10 March 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 […]
Hackney Council (202007522)
Outside Jurisdiction
Complaint: Leaseholder
The complaint is about the landlord's completion of major works in 2014 and subsequent recharging in 2020.
Haringey Council (202005882)
Maladministration
Complaint: Case Review
The complaint concerns the landlord’s administration of the resident’s rent account.
Southwark Council (202003266)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s handling of repairs to the resident’s heating system.
Thurrock Council (202000809)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s: Reports of the conduct of a member of staff. Request to keep a pet. Report of outstanding repairs.
Doncaster Metropolitan Borough Council (202003681)
Partial Maladministration
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour. handling of antisocial behaviour reports against the resident. complaint handling.
Harrogate Borough Council (202004558)
Partial Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s response to the resident’s reports of noise nuisance coming from the floorboards of the property above his own. The landlord’s response to the resident’s reports that unauthorised vehicles were parked in the car park …
Havering Council (202007890)
Mediation
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of repairs. The resident explained that the outstanding issues are their dissatisfaction with the amount of compensation offered by the landlord and their dissatisfaction with the repairs appointment system.
Islington Council (202010188)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint concerns: The landlord’s handling of the resident’s reports of disability discrimination towards her household. The landlord’s handling of repairs to the resident’s toilet seat.
Brent Council (202003203)
Reasonable Redress
Complaint: Estate Management
The complaint is about: The landlord’s response to the reports of a repair needed to the intercom system. The landlord’s response to a repair reported about the side gate lock. The landlord’s response to the resident’s concerns about the cleaning …
Camden Council (202000212)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The resident alleges that damage was caused to his belongings during replacement flooring works organised by the council.
Birmingham City Council (201915233)
Maladministration
Complaint: Local Authority / ALMO or TMO
The resident complains about the landlord’s handling of repairs required to the gas fire following on from a gas safety check, and the landlord’s handling of the subsequent formal complaint.
Birmingham City Council (202006409)
No Maladministration
Complaint: Health and Safety (inc. building safety)
REPORT COMPLAINT 202006409 Birmingham City Council 3 March 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 […]
Islington Council (202006920)
Outside Jurisdiction
Complaint: Leaseholder
The complaint concerns the resident’s liability for major work charges for replacing the metal roof to their property and the estate at large. The resident asserts that the landlord failed in its design, installation and maintenance of the metal roofs …
Westminster City Council (201904113)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The reasonableness of the service charges for the major works. The number of Section 20 notices issued by the landlord in respect of the major works. The landlord’s response to the leaseholder’s concerns that it instructed …
Croydon Council (202004576)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to: allegations made about the resident by his neighbours and the landlord’s staff; the resident’s reports of harassment and discrimination by its staff.
Redditch Borough Council (202010803)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The resident is unhappy about delays to the completion of the Right To Buy process caused by a historical boundary error – resulting in extra costs to the resident.
Islington Council (202001723)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202001723 Islington Council 28 February 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 […]