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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Browse by Outcome

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 1,959 of 16,227 decisions

Wiltshire Council (202108732) Partial Maladministration
Complaint: Financial
The complaint is about The level of service charge demanded by the landlord following a roof repair. The landlord’s response to the leaseholder’s report of a broken roof tile.
Case 202108732 · 7 Oct 2022
Clarion Housing Association Limited (202121725) No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s concerns about the quality of the carpet in the property.
Case 202121725 · 6 Oct 2022
ForHousing Limited (202203565) Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
Case 202203565 · 6 Oct 2022
Hyde Housing Association Limited (202128018) Maladministration
Complaint: Managing Relations
The complaint is about: the landlord’s handling of the resident’s reports of an odour pervading her home, and; the landlord’s complaint handling. The Ombudsman has also considered the landlord’s record keeping.
Case 202128018 · 6 Oct 2022
North Northamptonshire Council (202109405) Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s: decision not to replace the property’s decommissioned gas fire; complaint handling.
Case 202109405 · 6 Oct 2022
North Star Housing Group (202110682) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident's concerns regarding their heating and hot water system.
Case 202110682 · 6 Oct 2022
Royal Borough Of Greenwich (202123777) Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202123777 Greenwich Council 6 October 2022 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 202123777 · 6 Oct 2022
The Riverside Group Limited (202204382) Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of a leak at the property.
Case 202204382 · 6 Oct 2022
Dacorum Borough Council (202121576) Maladministration
Complaint: Managing Relations
The complaint is about the landlords handling of: Repairs to the rear-door and kitchen window. Repairs to the front door. The associated complaint.
Case 202121576 · 5 Oct 2022
Home Group Limited (202007750) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled repairs to prevent water leaking into the property.
Case 202007750 · 5 Oct 2022
Royal Borough of Kensington and Chelsea (202010924) No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of damp and mould in the property including the resident’s reports of damage to personal items. The resident has also complained about: the handling of her request for a transfer on medical grounds. …
Case 202010924 · 5 Oct 2022
Sanctuary Housing Association (202105534) Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of the resident's request for repairs to the windows.
Case 202105534 · 5 Oct 2022
The Guinness Partnership Limited (202126599) No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance.
Case 202126599 · 5 Oct 2022
Vivid Housing Limited (202117855) No Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s concerns about the security of the bike shed and his request for the bike shed doors to be upgraded. The associated complaint handling.
Case 202117855 · 5 Oct 2022
Cambridge City Council (202203164) Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s concerns about her bathroom refurbishment. The landlord’s handling of the associated complaint.
Case 202203164 · 4 Oct 2022
Hammersmith and Fulham Council (202116417) Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The repairs required following reports of a leak from the guttering and roof. The associated complaint.
Case 202116417 · 4 Oct 2022
Lewisham Council (202120613) Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s report of a leak in her bathroom.
Case 202120613 · 4 Oct 2022
London Borough of Hackney (202102823) No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s concerns about windows being renewed during Covid-19 lockdown.
Case 202102823 · 4 Oct 2022
Torus62 Limited (202120233) No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s response to the resident’s reports that the pipework in her bathroom had been installed incorrectly. The resident’s concern that the property was mis-sold Various repair issues including redecoration of communal areas, gas safety and …
Case 202120233 · 4 Oct 2022
Unity Housing Association Limited (202114884) Reasonable Redress
Complaint: Occupancy Rights
The complaint is about the landlord’s response to the resident’s request for his mother’s therapy (support) dog to stay overnight at the property.
Case 202114884 · 4 Oct 2022
Bromsgrove District Housing Trust Limited (202126525) Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The replacement of the resident’s windows and radiators. The associated complaint.
Case 202126525 · 3 Oct 2022
Clarion Housing Association Limited (202102884) No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s refusal of a request for a management transfer.
Case 202102884 · 3 Oct 2022
Home Group Limited (202203575) No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s decision to decline to undertake a sound proofing test in the resident’s property.
Case 202203575 · 3 Oct 2022
London & Quadrant Housing Trust (202012626) No Maladministration
Complaint: ASB/Abuse/Nuisance
The resident complains about the landlord’s handling of: reports of a pest infestation; reports of damp and mould; reports of ASB, and; The condition/replacement of windows and doors in the property. The Ombudsman has also considered the landlord’s complaint handling.
Case 202012626 · 3 Oct 2022
Longhurst Group Limited (202200741) Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s reports about the heating at the property. The resident’s request for a decant (temporary move). The resident’s application for a …
Case 202200741 · 3 Oct 2022
Notting Hill Genesis (202122700) Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of works to the resident’s bathroom . Complaint handling.
Case 202122700 · 3 Oct 2022
Torus62 Limited (202128612) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the level of compensation offered by the landlord following a pest infestation in the resident’s property.
Case 202128612 · 3 Oct 2022
Wandle Housing Association Limited (202125432) Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs to the resident’s bathroom. The associated complaint handling.
Case 202125432 · 3 Oct 2022
Yorkshire Housing Limited (202203578) No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s decision to send a solicitor’s letter to the resident to warn him about breaching an injunction made against him.
Case 202203578 · 3 Oct 2022
Ashfield District Council (202200028) No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s concerns regarding the boundary hedge at the property.
Case 202200028 · 2 Oct 2022
Camden Council (202126592) No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s concerns about the lift being out of service.
Case 202126592 · 2 Oct 2022
A2Dominion Housing Group Limited (202107046) Partial Maladministration
Complaint: Estate Management
The complaint concerns the landlord’s handling of: Reports of faulty electrics at the property. Reports regarding the communal and bin doors being broken and accessed by non-residents. The related complaint.
Case 202107046 · 30 Sep 2022
Chesterfield Borough Council (202005710) Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202005710 Chesterfield Borough Council 29 September 2022 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 […]
Case 202005710 · 30 Sep 2022
Clarion Housing Association Limited (202200310) No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request for a bathroom replacement.
Case 202200310 · 30 Sep 2022
Lambeth Council (202100617) Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s response to the resident’s report regarding repairs to a leak and the boiler pipework in the property. The complaint is about the management of the complaint.
Case 202100617 · 30 Sep 2022
London Borough of Ealing (202103780) Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint was about: The landlord’s response to the resident’s reports of remedial works following a leak to the boiler. The landlord’s response to the resident’s reports of a faulty boiler. The landlord’s response to the resident’s reports of overflowing …
Case 202103780 · 30 Sep 2022
London & Quadrant Housing Trust (202103815) Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlords handling of void works and condition of the property. This service has also investigated the landlord’s complaint handling.
Case 202103815 · 30 Sep 2022
Metropolitan Thames Valley Housing (202200415) Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the replacement of the resident’s front door. The landlord’s handling of the associated complaint.
Case 202200415 · 30 Sep 2022
Notting Hill Genesis (202113786) No Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s request to be transferred to another property. The landlord’s handling of the resident’s request for adaptations. The landlord’s response to the resident’s request for mobility scooter storage. The landlord’s complaint …
Case 202113786 · 30 Sep 2022
Onward Homes Limited (202013668) Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs to the property’s gate following a burglary. The landlord’s response to the resident’s reports about her boiler. The landlord’s response to the resident’s request for additional security measures and a management …
Case 202013668 · 30 Sep 2022
Paragon Asra Housing Limited (202103580) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s communication about the property’s energy supply.
Case 202103580 · 30 Sep 2022
Rochdale Boroughwide Housing Limited (202201992) No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to reports of repairs to the resident’s heating system and her subsequent request for compensation.
Case 202201992 · 30 Sep 2022
Sanctuary Housing Association (202203991) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the level of compensation offered by the landlord following the loss of heating and hot water at the property.
Case 202203991 · 30 Sep 2022
Shepherds Bush Housing Association Limited (202202420) Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s concerns regarding the security of her post-box in the communal area.
Case 202202420 · 30 Sep 2022
Southwark Council (202125200) Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports of repairs to the electrics and its impact on the resident’s ability to work; complaints handling.
Case 202125200 · 30 Sep 2022
Cross Keys Homes Limited (202115873) Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to a request for stronger water pressure to the resident’s shower.
Case 202115873 · 29 Sep 2022
Hammersmith and Fulham Council (202112783) Maladministration
Complaint: Moving/Buying/Selling Home
This complaint is about the landlord’s handling of the resident’s move following a fire at her property.
Case 202112783 · 29 Sep 2022
London Borough of Hackney (202111008) Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s concerns about noise and carbon monoxide (CO) levels as well as an increase in temperature in the property from a temporary boiler that was positioned outside.
Case 202111008 · 29 Sep 2022
Longhurst Group Limited (202108534) Severe Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of various repair issues at the property. Complaint handling.
Case 202108534 · 29 Sep 2022
Notting Hill Genesis (NHG) (202108980) Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of leaks into the property. Complaint handling.
Case 202108980 · 29 Sep 2022