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"
Southwark Council (202008046)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of: The temperature at the property and the need for replacement heaters. Its complaints handling.
Peabody Trust (202102931)
Mediation
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation the resident was offered following delays repairing the front door at the property.
Hounslow Council (202109929)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request for repairs to the windows and kitchen flooring at her property.
Metropolitan Thames Valley Housing (201903124)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of a leak into the property. Complaint handling.
The Guinness Partnership Limited (202014535)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint refers to: The landlord’s handling of the resident’s reports of noise nuisance from his neighbour’s property.
London Borough of Croydon (202008020)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s response to the resident’s reports about how it handled her rent and council tax accounts, following a decant from her permanent property.
Clarion Housing Association Limited (202008232)
Reasonable Redress
Complaint: Managing Relations
The complaint concerns: The landlord’s handling of the resident’s reports of damp and mould in property. Complaint handling.
Clarion Housing Association Limited (202105772)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s request for her laminate and vinyl flooring to be replaced. The resident’s report of no heating and hot water following a leak in her property. The reports of damp and …
Notting Hill Genesis (202007417)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The sale of the resident’s property and the landlord’s decision not to provide the resident with an outside tap. The landlord’s handling of the resident's complaint and its adherence to the standards set out in its …
Metropolitan Housing Trust Limited (202006693)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the: The level of redress awarded by the landlord in respect of its acknowledged failings in responding to the resident’s reports of repairs required to the roof at the property. The landlord’s complaints handling.
Stafford & Rural Homes (202009884)
Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s response to reports of repairs required at the property and a bedbug infestation. The complaint is also about the landlord’s complaint handling.
Hammersmith and Fulham Council (202100011)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of repairs to a communal waste pipe serving the resident’s property.
Havering Council (202101048)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in his property. The landlord’s response to the resident’s concerns about redecoration and refurbishment works in communal areas of his building. The landlord’s handling of …
Leeds City Council (202008675)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Assessment of the resident’s priority for rehousing. Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s reports about a leak, damp and mould at the property.
Sovereign Living Limited (202102355)
Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s handling of: repairs required to the garden wall of the resident’s property. The formal complaint into the matter.
Yorkshire Housing Limited (202107303)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of water leak in her property. The landlord’s complaint handling.
Bassetlaw District Council (202011591)
Maladministration
Complaint: Financial
The complaints are about: The landlord’s handling of repairs at the property following a loss of electricity. The landlord’s response to concerns raised by the resident in relation to: The conduct of its operatives and Covid-19 safety. Damage to goods …
Clarion Housing Association Limited (202011935)
Partial Maladministration
Complaint: Financial
The complaint concerns: The landlord’s response to reports of a chip in the bath. The landlord’s assertion that the resident is not permitted access to communal areas. The landlord’s failure to tell the resident of the sinking fund she would …
Whitefriars Housing Group Limited (202004594)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: the resident’s reports of damp and mould in her property. the resident’s concerns about anti-social behaviour, the information she was given about the property before moving in, staff conduct and asbestos in …
Birmingham City Council (202005797)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Response to the resident’s concerns regarding cigarette smoke penetrating his property from the property below. Response to the resident’s concerns regarding the upkeep of the garden by the tenants from the property below. The …
Peabody Trust (202014607)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: response to the resident’s reports of leaks at her property from July 2021; response to the resident’s reports of leaks at her property from October 2019; response to the resident’s request to implement a …
Torus62 Limited (202105491)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s concerns about a proposed decant and repairs to her property.
Abri Group Limited (202006482)
Partial Maladministration
Complaint: Managing Relations
The resident has complained about the landlord’s handling of repairs, in particular: Repairs to her front door. Repairs to an insecure electrical socket. Repairs to the door of a kitchen unit and a kitchen drawer. The resident has complained about …
Clarion Housing Association Limited (202009639)
No Maladministration
Complaint: Old Property Condition migrated-2025
The resident complains about the landlord’s response to her reports of repairs required at the property.
LiveWest Homes Limited (202106088)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint concerns the landlord’s handling of electric works at the property. The complaint is also about the landlord’s complaints handling.
Clarion Housing Association Limited (201907892)
Outside Jurisdiction
Complaint: Financial
The complaint is about the landlord's management of the resident’s rent account, which resulted in an overpayment at the resident’s previous property.
Onward Homes Limited (202107736)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s: concerns over the condition of the property. concerns relating to the Energy Performance Certificate (EPC). request for a property transfer.
Paragon Asra Housing Limited (202107245)
Mediation
Complaint: Managing Relations
The resident complained about the landlord’s handling of the replacement of the washing machine in the property.
Stafford & Rural Homes (202014819)
No Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of concerns over the conduct of a member of its staff. The landlord’s response to the resident’s request to transfer to another property.
Abri Group Limited (202003525)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about how the landlord has handled repairs to the drainage at the resident’s property.
Clarion Housing Association Limited (202101750)
Partial Maladministration
Complaint: Estate Management
This complaint is about the landlord’s handling of: the resident’s reports of repairs needed at the property; the resident’s reports of mould growth to windows and kitchen pipework; the resident’s reports of rats entering his garden from a neighbour’s garden; …
Hyde Housing Association Limited (202009363)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s reports of mould growth and a pest infestation in her property; the related complaint.
Complaint: Old Property Condition migrated-2025
The resident complained about the landlord’s handling of repairs to the property.
Royal Borough of Kensington and Chelsea (202015182)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The landlord’s response to damaged caused to the property following a leak.
Lambeth Council (201907737)
Maladministration
Complaint: Local Authority / ALMO or TMO
The resident complains about the landlord’s response to reports of cracks and structural issues at the property, and its handling of his formal complaints about the matter.
Southern Housing Group Limited (202008692)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s Right-to-Buy application for his property. The landlord’s handling of the associated complaint.
Hyde Housing Association Limited (202012954)
Maladministration
Complaint: Managing Relations
The resident complains about the landlord’s handling of cracks and structural issues at the property, and its response to her subsequent formal complaints.
Midland Heart Limited (202100495)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s report of his electrical storage heater causing high heating costs for his property.
Wolverhampton City Council (202102875)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s request for re-plastering walls in the property. The landlord’s handling of the resident’s complaint.
London & Quadrant Housing Trust (202103839)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns how the landlord dealt with: The resident’s reports of a water leak into her bathroom. Reports of disturbed asbestos in the roof tiles and pipework serving her property. The formal complaint into these matters.
Birmingham City Council (202009772)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident's request for a reduction in rent due to the removal of a garage within the boundary of his property.
CityWest Homes (201806551)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of: Anti-social behaviour (ASB) at the property. Staff conduct. The landlord’s complaint handling and communication.
London & Quadrant Housing Trust (202007697)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of: Damp at the property and subsequent repairs. The landlord’s complaint handling.
Nottingham Community Housing Association Limited (202005518)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of: An operative attending the resident’s property without authorisation. The operative’s conduct.
Notting Hill Home Ownership Limited (201907483)
No Maladministration
Complaint: Estate Management
The complaint concerns the landlord’s response to: The residents’ request for an independent surveyor assessment. The residents’ reports of defects to the communal areas. The residents’ complaint about its poor communication and management of the property. The residents’ concerns raised …
Plus Dane Housing Limited (202102052)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident complained about the landlord’s response to reports about the condition of the property including: Boiler. Windows. Kitchen. External doors. Bathroom.
Rochdale Boroughwide Housing Limited (202108118)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about: The landlord’s handling of the resident’s application for a mutual exchange. The landlord’s decision to not allocate the proposed property to the resident following the collapse of the mutual exchange.
Stockport Homes Limited (202000437)
Maladministration
Complaint: Managing Relations
The resident complains about: The landlord’s response to his report of repairs needed at the property which he considers should have been identified by the landlord’s mutual exchange inspection. How the landlord handled the formal complaint.
Walsall Housing Group Limited (202009396)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s request for rehousing, property adaptations and support for medical needs. This Service has also assessed the landlord’s complaint handling.
Arun District Council (202012616)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord's response to a report of flooding in the property following a burst bathroom pipe and the amount of compensation offered. The landlord’s complaints handling. A representative has been acting on the resident’s behalf when …