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"
Shepherds Bush Housing Association Limited (202111617)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord's handling of the resident's: reports of a mice infestation in her property communication with the resident and her representative; and reports of various repairs in the property, including repairs and mould in the bathroom …
Anchor Hanover Group (202115872)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a bed bug infestation at her property.
Broxtowe Borough Council (202017004)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of flooding to his property.
Canterbury City Council (202116967)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint concerns the council’s handling of the resident’s application to be moved to another property on medical grounds.
Clarion Housing Association Limited (202016007)
No Maladministration
Complaint: Old Property Condition migrated-2025
The resident complains about: The landlord’s response to his reports of damp and mould in his property from 2017 to 2019, a complaint about which was escalated through the landlord’s complaint procedure in 2019. The landlord’s response to his reports …
Newham Council (201913436)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s right to buy application; the resident’s request to meet with the mayor; a leak from above into the resident’s property; the resident’s request for bathroom adaptations.
Notting Hill Genesis (201911322)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s request for a property transfer.
Taunton Deane Borough Council (202014914)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident about: Repairs reports. The property condition and level of checks when he moved in via mutual exchange. Health and safety concerns. The property’s lack of modernisation. His request to move.
Thames Valley Housing Association Limited (202005483)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports: that there were outstanding works that should have been completed during the void period prior to her moving in; that the landlord’s staff did not handle her concerns appropriately; …
Hyde Housing Association Limited (202107688)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs in the resident’s property. The landlord’s handling of the associated complaint.
Nottingham City Homes Registered Provider Limited (202004670)
Partial Maladministration
Complaint: Information and data management
This complaint is about the landlord’s Response to the resident’s concerns about the condition of the property when let to her. Complaint handling. Record keeping.
Wandsworth Council (202004657)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of repairs to the property, including to address damp and mould. The resident’s reports of pest issues in the property. The resident's request to be moved to a larger …
Aster Communities (202005481)
No Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s decision to sell the resident a 70% share of its property under the Help to Buy Scheme. The landlord’s sales process and its decision not to buy back the property. The Ombudsman has also …
London & Quadrant Housing Trust (202103687)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repair works to the resident’s property, including the conduct of members of the landlord’s staff, and the resident’s concerns that the landlord has not taken her vulnerability into consideration. The level of …
Thames Valley Housing Association Limited (202111793)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint refers to the resident’s concern about the length of time it took the landlord to update its records following the sale of her property.
Bolsover District Council (202001223)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint was about the landlord’s responses to the resident’s reports in relation to the following: Repairs to the kitchen floor. The resident’s concerns in relation to asbestos in her property The resident’s request for a post-works inspection to her …
Orbit Group Limited (202005473)
Maladministration
Complaint: Managing Relations
This complaint is about: The landlord’s response to the resident’s reports of a blocked drain causing sewage to overflow in the property; The landlord’s handling of the resident’s subsequent complaint.
Sanctuary Housing Association (202103334)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of multiple repair issues at her property, including: a crack in the external wall of the property; a boundary wall in a state of disrepair; a roof leak. The …
Barking and Dagenham Council (201900890)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of noise emanating from her neighbour’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Charnwood Borough Council (202014424)
No Maladministration
Complaint: Financial
The complaint is about: How the landlord handled the resident’s concerns regarding the condition of the property when it was first let. How the landlord handled the resident’s reports of outstanding repairs. How the landlord handled the resident’s request for …
Incommunities Limited (202111130)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s refusal to reimburse money the resident paid to decorate a property which she subsequently did not move into.
Beyond Housing Limited (202114018)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB). Request for a transfer to another property.
Home Group Limited (202104435)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of rodents (rats) in her property and neighbouring properties.
Birmingham City Council (202104416)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s allegations about the removal of his belongings from the property by the landlord’s contractor.
Birmingham City Council (202106816)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s concerns regarding his boiler, pests in his property and increased utility bills.
Clarion Housing Association Limited (202101179)
No Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about: The landlord’s response to the resident’s request for reimbursement of plumbing costs and repairs to damage following a toilet leak. The landlord’s handling of the resident’s reports of damp and mould in the communal area of …
Sanctuary Housing Association (202004745)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of: Repair work to the resident’s property following a water leak in January 2020. The resident’s reports of a pest infestation in her property.
Settle Group (202105247)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and noise nuisance from a neighbouring property.
Brent Council (202003321)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of: A leak at the property and the subsequent repairs and associated damage. Asbestos at the property. The landlord’s complaint handling, communication and customer service.
Hyde Housing Association Limited (202106440)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlords handling of: Repairs to the residents guttering, garden and communal entrance of the property and the resident’s reports of damp and mould. The associated complaint. The resident’s concerns about the conduct of a contractor …
Southwark Council (202111233)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of the resident’s request for a transfer under medical grounds. The landlord’s handling of the resident’s reports concerning damp and mould at the property, including outstanding repair issues. The landlord’s handling of the …
Clarion Housing Association Limited (202016776)
Maladministration
Complaint: Old Property Condition migrated-2025
The landlord's handling of repairs to fix a leak in the property and subsequent reports of damage.
Lambeth Council (202008325)
Outside Jurisdiction
Complaint: Financial
The landlord’s response to the resident’s query about a change in the terms of the tenancy agreement (where all charges were inclusive in the rent amount). The landlord’s handling of reports of boiler issues resulting in no heating or hot …
Moat Homes Limited (202116728)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about the bedroom wall at the property.
Shepherds Bush Housing Association Limited (202015921)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled the resident’s reports of fumes from the heating flue in the property below.
Basildon Borough Council (202108992)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a water leak affecting her property.
Lewes District Council (202107034)
Outside Jurisdiction
Complaint: Financial
The complaint is about the landlord’s decision to charge the resident for planned repair works to the building his property is in.
Doncaster Metropolitan Borough Council (202010560)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The condition of the former property at the commencement of the tenancy and the landlord's handling of the subsequent repairs. The impact on the resident and her family’s health and wellbeing.
Hammersmith and Fulham Council (202010278)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs following a flood at the resident’s property.
Settle Group (202106292)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s request for repairs in her property and the communal areas of the building.
St Albans City and District Council (202103381)
No Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s decision that the resident would have to downsize following succession to the property.
Torus62 Limited (202105338)
No Maladministration
Complaint: Estate Management
The complaint is about the: Landlord’s handling of repairs to the communal gate. Landlord’s handling of an infestation of rodents. Level of support that the landlord provided to the resident in bidding for another property.
Westminster City Council (202106768)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s warm air unit in his property.
Canterbury City Council (202102194)
Outside Jurisdiction
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s concerns about asbestos in the property.
London & Quadrant Housing Trust (202008449)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns: How the landlord handled repairs at the property prior to January 2020. How the landlord handled repairs at the property, including reports of damp and mould, from January 2020 onwards. The associated formal complaint into these matters.
North Kesteven District Council (202102564)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s decision not to grant permission for adaptations at the property, specifically, an extension. The complaint is also about the landlord’s handling of the request for permission to make adaptations at the property.
Southwark Council (202109904)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s concerns with reports of noise nuisance emanating from her property.
North West Leicestershire District Council (202006039)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports about the quality of plastering in the property.
Paragon Asra Housing Limited (202107012)
No Maladministration
Complaint: Financial
This complaint is about: a. the level of transparency shown by the landlord in relation to an increase in its service charges; b. the landlord’s response to ongoing cleaning issues at the property and its complaint handling.
Aster Group Limited (201912210)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of window repairs at the property and the amount of compensation offered.