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

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Severe Maladministration (161) Maladministration (6,396) Partial (5,201) No Maladministration (2,212) Reasonable Redress (1,419) Mediation (232) Outside Jurisdiction (581)

Common Topics (last 2 years)

association occupancy background investigation limited tenancy assured london lives borough council group about november property local authority trust secure bedroom

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)
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Showing 3,795 of 16,227 decisions matching "council"

Newham Council (201913856) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of a leak in the bathroom causing mould, damp, and damage to the flooring.
Case 201913856 · 12 Jan 2021
West Northamptonshire Council (201915625) No Maladministration
Complaint: Old Compensation categories
The complaint is about the landlord’s response to the resident’s report of missing belongings.
Case 201915625 · 12 Jan 2021
Haringey Council (202003505) No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a leak coming from the property above her own.
Case 202003505 · 11 Jan 2021
Newham Council (201908648) Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports about a rodent infestation in the loft above her property; complaints handling.
Case 201908648 · 11 Jan 2021
Croydon Council (202005546) Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint is about: Section 20 work that was completed by the landlord at the resident’s property in 2016. Charges for the section 20 works which the resident opted out of. The landlord’s response to the resident’s request to produce …
Case 202005546 · 8 Jan 2021
Southwark Council (201703942) No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about how the landlord: Responded to reports of anti social behaviour (ASB) Handled an emergency rehousing request
Case 201703942 · 8 Jan 2021
Hounslow Council (202001016) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 202001016 Hounslow Council 5 January 2021 Our approach 1. The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Case 202001016 · 6 Jan 2021
Hammersmith and Fulham Council (201909756) Maladministration
Complaint: Managing Relations
The complaint refers to: The Landlord’s handling of the Resident’s request for the windows in her property to be repaired. The Landlord’s complaint handling of this matter.
Case 201909756 · 4 Jan 2021
Hammersmith and Fulham Council (202002333) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint refers to:
Case 202002333 · 2 Jan 2021
Welwyn Hatfield Borough Council (202003866) Partial Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202003866 Welwyn Hatfield Borough Council 2 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
Case 202003866 · 2 Jan 2021
Eastbourne Borough Council (202003452) Reasonable Redress
REPORT COMPLAINT 202003452 Eastbourne Borough Council 31 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Case 202003452 · 31 Dec 2020
Brentwood Borough Council (202002909) No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s application for disability adaptations to her property.
Case 202002909 · 24 Dec 2020
Hammersmith and Fulham Council (201914426) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of:
Case 201914426 · 24 Dec 2020
Stoke-on-Trent City Council (202003436) No Maladministration
The complaint is about the landlord’s response to the resident’s reports of boundary issues between the resident’s and her neighbour’s properties.
Case 202003436 · 24 Dec 2020
Birmingham City Council (201915607) Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the level of service charge for major works.
Case 201915607 · 23 Dec 2020
Camden Council (201912173) Partial Maladministration
Complaint: Managing Relations
The Complaint is about the landlord’s response to residents’ reports about:
Case 201912173 · 23 Dec 2020
Lambeth Council (201912623) No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour by a neighbour.
Case 201912623 · 23 Dec 2020
Lambeth Council (201915129) 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 by his neighbour.
Case 201915129 · 23 Dec 2020
Sandwell Metropolitan Borough Council (201912989) Maladministration
Complaint: Information and data management
The complaint concerns the landlord’s responses to the resident’s enquiries about the refurbishment of his building.
Case 201912989 · 23 Dec 2020
St Albans City and District Council (201913967) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports about: leaks and remedial works banding noise transference complaints handling and communication
Case 201913967 · 23 Dec 2020
Westminster City Council (201815568) No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports about the cost and efficiency of the heating system within the property.
Case 201815568 · 23 Dec 2020
Birmingham City Council (201909262) Partial Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 201909262 Birmingham City Council 22 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Case 201909262 · 22 Dec 2020
Brentwood Borough Council (201915056) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about how the landlord handled a boundary issue relating to the resident’s property.
Case 201915056 · 22 Dec 2020
Brighton and Hove City Council (202003804) Mediation
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the Resident’s mutual exchange.
Case 202003804 · 22 Dec 2020
Hounslow Council (201911783) No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is regarding: The landlord’s handling of the resident’s application under its mutual exchange process Its decision not to allow the mutual exchange to proceed, following the exchange partner of the other property passing away.
Case 201911783 · 22 Dec 2020
Folkestone & Hythe District Council (201914464) Maladministration
The complaint is about the landlord’s handling of the installation of sound proofing in the resident’s building.
Case 201914464 · 18 Dec 2020
Bristol City Council (202000545) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of a sub-standard kitchen replacement.
Case 202000545 · 17 Dec 2020
Hackney Council (202004968) Outside Jurisdiction
The Resident complained: about the information the landlord provided to this Service in relation to a previous complaint under the reference 201703415. that the landlord accused them of being responsible for the gas leak in their former property.
Case 202004968 · 16 Dec 2020
Hammersmith and Fulham Council (201911091) Reasonable Redress
Complaint: Moving/Buying/Selling Home
This complaint is about the landlord’s response to: The resident’s request for rehousing. The resident’s reports of damp and mould in her property, disrepair to extractor fans in her kitchen and bathroom, and broken window handles in her dining room.
Case 201911091 · 16 Dec 2020
Southwark Council (201906657) Partial Maladministration
The complaint is about: the state of disrepair of the kitchen window; the information the landlord provided to the resident during bidding and at the tenancy sign up; the delay between the resident’s successful bid for the property and her …
Case 201906657 · 16 Dec 2020
Swindon Borough Council (201916176) No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s request for succession of her late mother’s tenancy.
Case 201916176 · 16 Dec 2020
Basildon Borough Council (202002986) Reasonable Redress
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202002986 Basildon Borough Council 15 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Case 202002986 · 15 Dec 2020
Southampton City Council (201913487) No Maladministration
Complaint: Managing Relations
The complaint is about the way the landlord dealt with the resident’s: report of a leak in his property in 2018. request for compensation for the 2018 leak. associated complaint.
Case 201913487 · 10 Dec 2020
Waltham Forest Council (201912480) Maladministration
Complaint: Managing Relations
The complaint refers to:
Case 201912480 · 10 Dec 2020
Croydon Council (202000081) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Response to and handling of the resident’s reports of noise nuisance Complaint handling
Case 202000081 · 9 Dec 2020
Kingston upon Thames Council (201914479) No Maladministration
Complaint: Local Authority / ALMO or TMO
The resident complains about the landlord’s response to her concerns about the fire exit door at the property.
Case 201914479 · 9 Dec 2020
Lambeth Council (202003014) Maladministration
Complaint: Information and data management
The complaint is about: The landlord’s handling of the resident’s reports of an ongoing leak to the roof of the property. The landlord’s handling of the resident’s requests for information for his insurance claim.
Case 202003014 · 9 Dec 2020
Hammersmith and Fulham Council (202003176) Reasonable Redress
Complaint: Managing Relations
The complaint refers to: The length of time taken for the Landlord to complete repairs to the Resident’s property. The Landlord’s complaint handling of this matter.
Case 202003176 · 8 Dec 2020
Southwark Council (201913492) Partial Maladministration
Complaint: Managing Relations
The complaints are about: landlord staff capping the gas meter at the property during a gas safety check. the landlord’s response to the above matter.
Case 201913492 · 8 Dec 2020
East Devon District Council (201912937) Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 201912937 East Devon District Council 7 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is […]
Case 201912937 · 7 Dec 2020
Kingston upon Thames Council (202000332) No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s decision to appoint her current single point of contact (SPOC) and the poor service she has received from him. The landlord’s handling of works to the resident’s kitchen cupboard to widen a hole to …
Case 202000332 · 7 Dec 2020
Lambeth Council (202004208) Maladministration
REPORT COMPLAINT 202004208 Lambeth Council 7 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Case 202004208 · 7 Dec 2020
Newham Council (201915965) Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s request for updates about repairs needed to the estate.
Case 201915965 · 4 Dec 2020
Birmingham City Council (202000068) Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the Council’s assessment of the residents housing needs.
Case 202000068 · 3 Dec 2020
North Tyneside Council (201916055) Partial Maladministration
Complaint: Local Authority / ALMO or TMO
REPORT COMPLAINT 201916055 North Tyneside Council 27 November 2020 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 […]
Case 201916055 · 27 Nov 2020