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 5,288 of 16,227 decisions matching "property"
Plexus UK (First Project) Limited (202011550)
Partial Maladministration
Complaint: Financial
The complaint is regarding: The landlord’s handling of repairs at the property, including to the shower and garden. The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s handling of the resident’s complaint and …
Anchor Hanover Group (202114698)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s report of a potential pest infestation issue within the loft area of the property.
A & S Hillman Ltd (202016926)
Reasonable Redress
Complaint: Financial
The complaint is about the level of compensation offered by the landlord following repairs and improvements works at the residents’ property.
Leeds City Council (202013938)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about damp and mould in her property.
Longhurst Group Limited (202105677)
Maladministration
Complaint: Managing Relations
The complaint is about: The level of compensation offered by the landlord in respect of its acknowledged failings in responding to the resident’s reports of a leak at the property. The landlord’s complaint handling.
Origin Housing Limited (202015788)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s concerns about: a leak in her kitchen involving the kitchen sink and the condensation pipe from the boiler; the installation of a new kitchen at her property, including: measurements for …
Greenwich Council (202109482)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s decision to charge rent for the property up until August 2020.
Southern Housing Group Limited (202006745)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to: The resident’s reports of various repairs namely: A fault with a dimmer switch in the lounge of the property. Wooden panels being removed in the communal area. A boiler repair. The resident’s …
Southern Housing Group Limited (202007717)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s concerns about: delays to information relating to the increased electricity costs as part of the service charge; the apportionment of electricity costs between properties in the block; information provided when …
Hammersmith and Fulham Council (202104254)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of repairs to the property. The Ombudsman has also considered the landlord’s complaint handling.
Haringey Council (201909345)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: the resident’s reports concerning a water leak from the property above. the associated complaint.
Metropolitan Housing Trust Limited (202105422)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord's handling of repairs to resolve damp and mould in the property. The landlord’s handling of the decant whilst repairs were taking place.
Runnymede Borough Council (202102366)
No Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord's decision to refuse the resident’s request for a stairlift in her property.
Thirteen Housing Group Limited (202102442)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of an operative causing damage to his property.
Cobalt Housing Limited (202102557)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s Right to Buy (RTB) application, including the valuation of the property.
Leeds City Council (202101237)
Outside Jurisdiction
Complaint: Old Tenants Behaviour categories
The complaint concerns the landlord’s handling of the resident’s reports of: An unauthorised occupant at a neighbouring property Antisocial behaviour
Royal Borough Of Greenwich (202012334)
Maladministration
Complaint: Managing Relations
This complaint is about: the level of redress the landlord offered in respect of its acknowledged delays and failures while handling repairs to a gate controlling access to the rear of the property; the landlord’s handling of the resident’s subsequent …
Severnside Housing (202115584)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s reports about his attempts to purchase the property.
Community Gateway Association Limited (202015749)
No Maladministration
Complaint: Managing Relations
The resident has complained about: Complaint One: the resident’s complaint is about the landlord’s handling of rent arrears; Complaint Two: the resident’s complaint is about the landlord stating that he was abusive in a telephone call; and Complaint Three: the …
Metropolitan Thames Valley Housing (202104837)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a leak into the block his property is situated in, causing consequential damp to his ceiling.
Paragon Asra Housing Limited (202005865)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
Platform Housing Group Limited (202115334)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs to the property’s hot water system. The landlord’s complaints handling.
Westminster City Council (201916034)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Handling of the resident’s housing transfer application. Response to the resident’s reports of anti social behaviour (ASB). Response to the resident’s enquiries concerning dog ownership. Response to the resident’s reports of draughts coming through …
Hackney Council (202008118)
Mediation
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of: A leak from the bathroom. A leak from the neighbour’s property.
Hackney Council (202103426)
No Maladministration
Complaint: Old Property Condition migrated-2025
The resident’s complaint is about the landlord’s response to her reports of noise transference from another property.
Newlon Housing Trust (202007792)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s: response to the resident’s reports of overheating in the property. handling of repairs to the flooring outside the property and the associated drainage issue. administration of the service charge account. handling of the resident’s …
Southwark Council (202103972)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about a pest infestation at the leaseholder’s property.
Sovereign Housing Association Limited (202011600)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a flea infestation inside her property and in the surrounding communal areas.
Westminster City Council (202100951)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
This complaint is about the landlord’s handling of: the resident’s reports of a leak from above into her bathroom; the resident’s request for a property transfer.
Golding Homes Limited (202014847)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of: repairs to the resident’s bathroom, hallway and kitchen; repairs to the resident’s boiler; the resident’s reports of damp affecting her property.
London & Quadrant Housing Trust (202111792)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s report of a leak in the property, and his subsequent compensation request.
Metropolitan Thames Valley Housing (202105708)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of a leak at the property. The complaint is also about the landlord’s associated handling of the complaint.
Progress Housing Association Limited (202112857)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s revocation of permission to extend the garden at the property.
Sanctuary Housing Association (202104712)
No Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s response to the notice period and date of notice used by the landlord when the residednt left the property.
Notting Hill Genesis (202105452)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: Reports of Anti-Social Behaviour (ASB) perpetrated by her neighbour. Reports of a fence and shed built by her neighbour, which she asserted caused a safety issue. Request to add her …
Shepherds Bush Housing Association Limited (202006610)
Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s response to the resident’s request to run a business from her property.
Vivid Housing Limited (202114858)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request to install a dropped kerb and driveway at the property.
East Devon District Council (202114420)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the replacement of the resident’s kitchen prior to her occupation of the property. The landlord’s complaints handling.
Wiltshire Council (202106981)
No Maladministration
Complaint: Financial
The complaint is about the landlord's response to: repairs to the care-line pull cord system in the resident’s property. the resident's request to opt out of paying towards this system.
B3 Living Limited (202110317)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord's response to the resident's report of flies and bad odour from her neighbour’s property.
Haringey Council (202102332)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s repairs reports about a bathroom ‘pod’ extension to the property.
Haringey Council (202117782)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s concerns about fire safety works at her property. The landlord’s complaints handling.
Islington Council (202104771)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s report of damp and mould in her property.
Southern Housing Group Limited (202111282)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about damaged items following a leak at the property
Waltham Forest Council (202010446)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The landlord’s decision to force entry for a gas safety inspection at the resident’s property. The landlord’s handling of the resident’s reports of a gas leak.
Estuary Housing Association Limited (202102612)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s request: for soundproofing insulation at the property. to be transferred to an alternative property under a management move. The resident has also complained about the measures used by the landlord …
One Manchester Limited (202105048)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s concerns regarding: delays to his property transfer; the condition of his new property; delays to repair works to rubber seals on the door at his new property.
Onward Homes Limited (202107041)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s report of damp and mould in the property and its handling of the repairs required.
Citizen Housing (202101670)
Partial Maladministration
Complaint: Managing Relations
The complaint was about the landlord’s: Response to the resident’s reports of damp at the property and request for repairs. Handling of her complaint.
Hackney Council (202102440)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The resident’s complaint was about: The landlord’s response to the resident’s request for redecoration following a leak into her property. The landlord’s response to the presence of asbestos in her property. The landlord’s response to the resident’s request for a …