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"
Home Group Limited (202009773)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s: Handling of the resident’s staircasing application. Response to the resident’s concerns regarding service charges levied against the property. Response to the resident’s concerns that it failed to provide her with a copy of the …
Kingston upon Thames Council (202100533)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The condition of the property at the time of letting and the landlord’s response to the resident’s subsequent request for repairs to the property. The resident’s concerns that the landlord did not take her disability into …
Lambeth and Southwark Housing Association Limited (202000920)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Response to the resident’s concerns regarding the temperature within the property. Response to the resident’s concerns regarding the property’s windows. Response to the resident’s concerns of a sewage smell and mould within the property. …
Sanctuary Housing Association (202104457)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: the resident's reports of antisocial behaviour (ASB) from her neighbour. the resident's reports of mice in her property. the associated complaint.
Clarion Housing Association Limited (202014623)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in his property. The landlord’s associated complaint handling.
Birmingham City Council (202010756)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of damage caused to: The hot tub at the property whilst the landlord was undertaking adaptation repair works. The Astro turf at the property whilst the landlord was undertaking …
Royal Borough of Kensington and Chelsea (202106991)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled repairs to the heating and hot water system of the property.
Waltham Forest Council (202110675)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled repairs to: The guttering of the building. The shower in the resident’s property.
Birmingham City Council (202107520)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint refers to: The landlord’s handling of the resident’s reports of repairs needed to the external doors of the property, the wooden external panels and her concerns about pests in the property. The resident’s further concerns related to new …
Southwark Council (202109108)
Reasonable Redress
Complaint: Local Authority / ALMO or TMO
The complaint concerns the level of compensation offered by the landlord following a water leak into the resident’s property.
Bournville Village Trust (202100005)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports of a leak in her bathroom; response to the resident’s request that it refund the cost of her emergency builder; communication following the resident's request for the release of …
Southwark Council (202119990)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s response to a leak from the property above.
St Peter’s Saltley Housing Association Limited (202012286)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of the resident’s concerns about the plastering works and his report of damage caused to his property by its contractors.
London & Quadrant Housing Trust (201916023)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to a leak at the resident’s property. Handling of remedial works following the leak. The Ombudsman has also investigated: the landlord’s complaint handling. the landlord’s record keeping.
Welwyn Hatfield Borough Council (202003333)
Maladministration
Complaint: Managing Relations
The complaint is about the condition of the property when let to the resident. The Ombudsman has also considered the landlord’s complaint handling.
Hammersmith and Fulham Council (202011986)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the length of time taken by the landlord to complete restorative repairs at the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Leeds City Council (202106547)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s report of a water leak into her property.
Network Homes Limited (202106191)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s handling of a back surge of communal drain water into the property and its subsequent response to the complaint and compensation offer.
Hackney Council (202005813)
Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s response to the resident’s reports of repairs in the property.
Kingston upon Thames Council (202007847)
No Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s handling of the resident’s reports that his property was uninhabitable due to chemical contamination.
LiveWest Homes Limited (202015208)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response in respect of: The resident’s reports about delays in completing repairs in the property (including the kitchen floor repairs). The resident’s request to be moved to a suitable property in a suitable location …
London & Quadrant Housing Trust (202105318)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint refers to: The landlord’s handling of the resident’s reports of damp and mould in the property. The landlord’s handling of the resident’s concerns regarding overcrowding and her request to be transferred.
Midland Heart Limited (202103806)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of noise transference in her property.
Onward Homes Limited (202014307)
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.
Optivo (202014937)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports that his vehicle was removed from outside his property.
Optivo (202109450)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s concerns regarding the condition of the property when she moved in, and the subsequent repairs carried out.
Raven Housing Trust Limited (202001573)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of: A leak from a neighbouring property and compensation for damaged goods and decorations. Anti-social behaviour (ASB) including noise and nuisance. Fly tipping at the property. The landlord’s complaint’s …
Shepherds Bush Housing Association Limited (202004086)
Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s response to various repairs at the property.
Wolverhampton City Council (202011973)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of antisocial behaviour (ASB) at the resident’s former property.
Aster Communities (202101249)
No Maladministration
Complaint: Financial
The complaint is about the landlord moving the resident from her previous property and its response to concerns that the new property was unsuitable.
Leicester City Council (202014036)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The condition of the property when it was let. The landlord’s response to concerns about outstanding repairs at the property.
Newlon Housing Trust (202110290)
Partial Maladministration
Complaint: Managing Relations
The complaint refers to: The landlord’s response to the resident’s reports of a leak at the property. The landlord’s handling of the associated complaint.
Abri Group Limited (202007568)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s concerns about defects in her property. The landlord’s complaint handling.
Derwent Housing Association Limited (202015548)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: the resident’s reports of mould in the property; the resident’s reports of anti-social behaviour (ASB); the resident’s request for a property transfer; a notice to quit it issued to the resident.
Metropolitan Housing Trust Limited (202010483)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Response to the resident’s concerns about the removal of the communal fire alarm at the property. Response to the resident’s reports of repairs required at the property following the installation of the communal fire …
The Riverside Group Limited (202102149)
No Maladministration
Complaint: Managing Relations
The complaint is about: The comments made by the landlord’s staff, about the resident, to the occupiers of the property next door.
Brent Council (202000712)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to: Repairs within the resident’s property and within her block prior to July 2017. Concerns raised about renovation works to the resident’s block of flats between 2003 and 2005. The resident’s concerns that …
Derwent Housing Association Limited (202010657)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about how the landlord handled: The resident’s report of fly-tipping outside her property following a mutual exchange. A report that the resident had disposed of rubbish in bins allocated to other properties. This complaint is also about …
Home Group Limited (202015585)
No Maladministration
Complaint: Managing Relations
The resident complains about: the landlord refusing her father access into her property during the covid pandemic. the landlord’s failure to act accordingly in line with the Equality Act 2010. the landlord’s handling of her complaint.
Leicester City Council (201909564)
Maladministration
Complaint: Local Authority / ALMO or TMO
The resident complains about the landlord’s handling of a number of repairs at the property.
Notting Hill Genesis (202014860)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of the resident’s request for his carpet to be replaced following leaks into his property.
Habinteg Housing Association Limited (202016907)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is regarding: The tone of the landlord’s communication. How the landlord sought to arrange an electrical test at the resident’s property. The landlord allegedly victimising the resident.
Lambeth Council (202006404)
Maladministration
Complaint: Information and data management
The resident complains about: The landlord's handling of the kitchen renewal work at the property, and; its response to her subsequent formal complaint. The Ombudsman has also considered the landlord’s record keeping.
Lambeth Council (202007286)
Maladministration
Complaint: Information and data management
The resident complains about the landlord’s: Response to her reports of repairs at the property. Response to her reports of a pest control issue. Handling of the complaint. The Ombudsman has also considered the landlord’s record keeping.
Lambeth Council (202104783)
Maladministration
Complaint: Local Authority / ALMO or TMO
The leaseholder complains about the landlord’s handling of his application for consent to carry out alterations to the property.
Newlon Housing Trust (202000770)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of noise disturbance from the property above. The landlord’s complaints handling.
Onward Homes Limited (201909166)
Partial Maladministration
Complaint: Managing Relations
The complaint refers to: The landlord’s handling of the resident’s reports of a lack of hot water in his property and the compensation offered. The resident’s concern regarding the landlord’s comments about his behaviour and issues accessing the property to …
Metropolitan Thames Valley Housing (202106386)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled: the resident’s reports of damp and mould at the property from October 2020. historical reports of damp and mould at the property. the resident’s insurance claim for damage to her personal belongings. the …
Onward Homes Limited (202100742)
Maladministration
Complaint: Managing Relations
The resident’s complaint is about: How the landlord handled repairs to the windows in a leasehold property from 2020 onwards. How the landlord handled her formal complaint.
Optivo (202016662)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of the resident’s reports of a leak into his property.