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"
Paragon Asra Housing Limited (202002651)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of: excessive noise coming from his neighbour’s property; excessive noise from the communal door to the building; cigarette smoke entering his property from outside the building.
Trident Housing Association Limited (202109500)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of toilet repairs at the property. The landlord’s communication regarding rent payments. The Ombudsman has also investigated the landlord’s complaint handling.
Gentoo Group Limited (202013767)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s concerns about a repairs visit to his property on 24 November 2020. Delays in the landlord’s complaint responses.
Hammersmith and Fulham Council (202010889)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of damage to her property caused by a defective external wastepipe. The report will also address the landlord’s handling of the associated complaint.
Anchor Hanover Group (202105451)
Outside Jurisdiction
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s concerns regarding: The quality of garden maintenance carried out at the property The level of service charge.
London & Quadrant Housing Trust (202015723)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s: report of a water leak into her property. associated complaint.
A2Dominion Housing Group Limited (202002279)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports of: The quality of cleaning to the windows at the property. The contractor's conduct and use of PPE. The landlord’s complaint handling.
Cheshire Peaks & Plains Housing Trust (202015579)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s handling of: the resident’s reports concerning multiple outstanding repair issues at the property prior to April 2021.
London & Quadrant Housing Trust (202005639)
Maladministration
Complaint: Moving/Buying/Selling Home
This complaint is about the landlord’s decision to withdraw its discretionary offer to the resident of a management transfer to another property.
Notting Hill Genesis (201811579)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of: Excessive heat in the property. Anti-social behaviour (ASB) at the property. The issuing of a Notice of Seeking Possession. The landlord’s complaint handling.
Orbit Group Limited (202009649)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Handling of the resident’s management move. Response to the resident’s concerns about the cost of heating at the property. Response to the resident’s concerns about a safeguarding matter being raised. Response to the resident’s …
Wigan Metropolitan Borough Council (202103100)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s concerns about the heating system in the property.
London & Quadrant Housing Trust (202100123)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports of a leak at his property and the amount of compensation subsequently offered; complaints handling.
Newlon Housing Trust (202016860)
Maladministration
Complaint: Managing Relations
The resident complains about: The landlord’s handling of repair works to the property, standard of the service provided in relation to this, and level of compensation offered. The lack of reimbursement for the costs incurred. The Ombudsman has also considered …
Orbit Group Limited (202013201)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the installation of a trellis on a neighbouring property.
Broxtowe Borough Council (202105375)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of a range of different repairs, including leaks, damp and mould. The landlord’s complaint handling. The impact the condition of the resident’s property had on her family’s health.
Sanctuary Housing Association (202012638)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident's reports of defects at his new build property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Southern Housing Group Limited (202106187)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to repairs in the resident’s property, in particular who is responsible for progressing an insurance claim.
Southwark Council (202003038)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The resident complains about: damage to the property caused by work in 2017. the landlord’s movement of funds on his service charge accounts. the landlord’s handling of his concerns that an invoice was issued in error.
The Guinness Partnership Limited (202108476)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled the resident’s requests for the windows in the property to be replaced.
Clarion Housing Association Limited (202017448)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports that the property is too cold – due to the location and operation of the Auto Opening Vent (AOV) system.
London & Quadrant Housing Trust (202003307)
No Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s response to the resident’s: request to succeed her late father’s tenancy. concerns about the condition of her late father’s property. concerns about repairs at her property including damp and mould.
Clarion Housing Association Limited (202015970)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s: Response to the resident’s reports of damage to the property’s front door. Delay in setting up the resident’s rent and service charge account. Complaint handling.
Irwell Valley Housing Association Limited (202111977)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the sale of the resident’s shared ownership property.
North Kesteven District Council (202109476)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the resident’s reports of drainage issues at their property.
Optivo (202010395)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour (ASB) from her neighbour; response to the resident’s reports of overgrown bushes at her property; response to the resident’s request for the windows at her property …
Clarion Housing Association Limited (202001355)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s: Response to the resident’s reports of a leak at a neighbouring property and the subsequent repairs and associated damage. Complaint handling. Response to the resident’s reports of a leak at the property which occurred …
Hammersmith and Fulham Council (202107874)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint concerns the landlord’s handling of antisocial behaviour – specifically that the resident has been denied access to the property by a joint tenant.
Optivo (202008811)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s request for adaptations to the property; the resident’s request for a property transfer; the related complaint.
Salix Homes Limited (202016108)
No Maladministration
Complaint: Occupancy Rights
This complaint is about the landlord's refusal of the resident’s request to either succeed to, or transfer into, her late mother's property.
Westminster City Council (202108189)
Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s handling of: Repairs, following the resident’s report of a water leak from the property above. The associated complaint.
Paradigm Housing Group Limited (202105824)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns: The condition of the property at the start of the resident’s tenancy. How the landlord handled the resident’s reports of repairs required to the walls and a boundary fence. The landlord’s decision not to reimburse the resident …
Leeds City Council (202007388)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request for repairs at the property.
Clarion Housing Association Limited (202108504)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord's response to the resident’s concerns regarding the condition of the property’s back door and the landlord’s handling of the associated formal complaint.
Southwark Council (202015389)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint concerns how the landlord handled: A water leak into the property reported by the resident in April 2019. A water leak into the property reported by the resident in August 2020. The formal complaint into these matters.
Birmingham City Council (202011553)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports request for reimbursement of costs for repairs to the rear door at the property. The landlord’s complaints handling has also been investigated.
Hightown Housing Association Limited (202009452)
No Maladministration
Complaint: Managing Relations
The complaint is about: The local authority’s decision to allocate the property to the resident and the conduct of the Allocations Officer. The landlord’s response to the resident’s concerns regarding the safety of the electrical, water, drainage, and heating systems. …
Peabody Trust (202015275)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbour. The landlord’s response to the resident’s concern that he had not been advised of the ASB of his neighbour …
Thrive Homes Limited (202102346)
Maladministration
Complaint: Estate Management
The complaint refers to: The landlord’s handling of the resident’s concerns about the location of the bin storage area, the standard of cleaning in the communal areas at his property and consequent request for a refund of his service charge. …
Wandle Housing Association Limited (202017622)
Outside Jurisdiction
Complaint: Financial
The landlord’s handling of the resident’s reports they were missold their property due to the increase and level of service charges they are liable to pay. The landlord’s response to the resident’s reports that the landlord had violated the section …
Metropolitan Thames Valley Housing (202105544)
No Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of no heating and hot water in the property. The landlord’s associated complaint handling.
Southwark Council (202017488)
Maladministration
Complaint: Local Authority / ALMO or TMO
This complaint is about the landlord’s response to ongoing mould and damp issues at the property.
Clarion Housing Association Limited (202103372)
No Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of staff conduct during a telephone call in May 2020. The landlord’s response to the resident’s reports of staff conduct during an inspection on 13 January 2021. The landlord’s …
Housing Solutions (202108252)
No Maladministration
Complaint: Financial
The complaint refers to: The landlord’s handling of the resident’s reports that one of the bedrooms in her property was too small to be classed as a bedroom. The level of rent charged by the landlord to the resident based …
One Housing Group Limited (202009670)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s concerns regarding delays in the sales process to sell the property. Response to a leak into the property. Complaint handling.
Origin Housing Limited (202005974)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Response to the resident’s concerns regarding the sale of property due to the Government’s guidance on fire safety and cladding. Response to the resident’s request for compensation to cover his estate agent fees. Complaint …
Crawley Borough Council (202016326)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s request for compensation for damage to her laptop computer following electrical work in the property.
Clarion Housing Association Limited (202016583)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered to the resident further to his reports of leaks into his property. The resident made a formal complaint on 23 May 2020 that the landlord had not dealt with disrepair to …
Haringey Council (202016546)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour from the flat below. The landlord’s response to the resident’s request for a refund of rent for the time that he was living away from his …
Kingston upon Thames Council (202116756)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the Council’s handling of the resident’s complaint about antisocial behaviour originating from a property that is managed by another organisation.