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"
One Vision Housing Limited (202015896)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint concerns: The advice given to the resident by the landlord about his suitability for a property. The impact the landlord’s handling of the resident’s housing application had on his health.
Peabody Trust (202003187)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s complaint about the advice and support it gave her in relation to the sale of her property.
Portsmouth Rotary Housing Association Limited (201906869)
No Maladministration
Complaint: Financial
The complaint refers to the resident’s concerns about: The landlord’s decision to fund days out for its tenants. Fire alarm testing at the property. Staff conduct and professionalism.
Southway Housing Trust (Manchester) Limited (202015797)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s claim for compensation for damage to his belongings, which the resident said was caused by the growth of mould in the property.
Metropolitan Housing Trust Limited (201912991)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about delays in cyclical works to the property.
Metropolitan Housing Trust Limited (202101346)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s requests for cyclical works and maintenance to the property.
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of leak reports following a repair to the radiator at the resident’s property.
Waltham Forest Council (202007804)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about: The condition of the property following a mutual exchange. The landlord’s response to reports of a missing window following the mutual exchange. The landlord’s response to the resident’s reports of mice infestation, missed bin collections, and …
Notting Hill Genesis (201909608)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports about: his neighbour’s antisocial behaviour (ASB), including: noise nuisance; aggressive behaviour; using the resident’s bin; leaving litter in communal areas; keeping an unauthorised dog; noise caused by their faulty …
Westminster City Council (202006854)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s concerns regarding: The delayed redecoration of her property, following a leak from the upstairs flat. Repairs to her front door and frame, and the communal shed gate lock. Its associated …
Citizen Housing (202005427)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of the resident’s requests for repairs to the floorboards in his property prior to July 2020. The effect that the condition of the floorboards had on the resident’s health. The resident’s concerns regarding …
Clarion Housing Association Limited (202000374)
Reasonable Redress
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s reports of repairs needed to her property; the resident’s concerns about building insurance cover for the property; the related complaint.
Complaint: Information and data management
The complaint is about landlord’s response to the resident’s request for the refund of rent and bedroom tax, following the reclassification of the property.
London & Quadrant Housing Trust (202014377)
Outside Jurisdiction
Complaint: Financial
The complaint is about the payability and reasonableness of the service charges at the property.
Southern Housing Group Limited (202001366)
No Maladministration
Complaint: Financial
The complaint refers to: The landlord’s response to the resident’s request for compensation for the interruption of the gas supply to the property. The landlord’s handling of the resident’s Subject Access Request. The landlord’s communication and handling of the associated …
Stonewater Limited (202011072)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports of repairs required to the intercom system at the property, response to the resident’s reports of repairs required to the communal back door to the property, complaints handling.
Home Group Limited (201912966)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s concerns regarding the administration of the sales procedure in respect of the property which she owned.
Sovereign Network Homes (202003089)
Outside Jurisdiction
Complaint: Occupancy Rights
The resident complained about: The division of the rear garden to the property. The landlord’s response to their request that they be granted possession of thier neighbour’s garden.
St Albans City and District Council (202012034)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to: The resident’s concerns about the condition of the property when the tenancy began. The resident’s concerns about the condition of the property and outstanding repairs from 2020 onwards. Pest infestations at the …
The Guinness Partnership Limited (202005376)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord's response to the resident’s report that a leak from her toilet in 2020 had caused her water bill to increase. The resident’s concerns about her increased water usage between 2016 and 2020, which she …
The Riverside Group Limited (202003714)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of a property transfer offer.
Wandsworth Council (202017417)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of repairs to the communal lift at the property.
Optivo (202009015)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s: Handling of repairs to the resident’s former property. Response to the resident’s request for a property transfer.
The Cambridge Housing Society Limited (202010357)
Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s reports of pests in her property. The landlord’s complaint handling
York Housing Association Limited (202002635)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s reports that the property had not met lettable standards; the resident’s reports of repairs needed to her property; kitchen upgrade works; the resident’s requests for it to consider her circumstances …
MHS Homes Ltd (202002094)
Maladministration
Complaint: Voluntary
The complaint is about the landlord’s response to the resident’s reports of rodents in her property.
Clarion Housing Association Limited (202015048)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint refers to: The landlord’s handling of the major adaptations to the resident’s property. The resident’s concerns about delays caused by the local authority and its appointed contractor in completing the adaptations.
London Borough of Hackney (202010001)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the level of compensation offered by the landlord’s insurer in relation to the resident’s claim for property damage and loss of rental income following a leak from a neighbouring property.
One Housing Group Limited (202007494)
Partial Maladministration
Complaint: Financial
The complaint is about: The level and reasonableness of the service charges paid by the resident. The landlord’s response to the resident’s queries regarding service charges. The landlord’s response to the resident’s request for information concerning cladding on the building …
Your Housing Limited (202004434)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the level of compensation offered to the resident by the landlord following the loss of heating and hot water in her property.
Midland Heart Limited (202101408)
Outside Jurisdiction
Complaint: Financial
The complaint is about the landlord’s handling of reports of pipe blockages and leaks into the Resident’s property.
Sanctuary Housing Association (202006890)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s refusal to allow the resident to purchase the property.
Trafford Housing Trust Limited (201914289)
Partial Maladministration
Complaint: Estate Management
The complaint refers to the landlord’s response to the resident’s concerns about: The grounds maintenance provided at the property. The service charge associated with grounds maintenance at the property.
Epping Forest District Council (202009199)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s demand for a charge prior to sale of the property, for the Renewable Heat Incentive Scheme (RHIS) payments it would not receive following the resident becoming legal owner.
Islington Council (202003808)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to reports of large cracks in the walls of the property and the associated repairs.
Norwich City Council (201915203)
Outside Jurisdiction
Complaint: Financial
The leaseholder complained about the following issues: That the landlord did not provide information explaining that the property had no television aerial during the sales process. That they should not be liable for service charges for a television aerial.
Notting Hill Genesis (202002556)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s concerns and reports about the hot water provision affecting her property.
Saffron Housing Trust Limited (202008332)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The resident complains: That she and her late husband were not informed and consulted before a development project commenced. About the landlord’s response to reports of noise disturbance and vibration from construction work at an adjacent development site, and the …
Woking Borough Council (202007874)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s request to adapt the property by adding a second rear door to the bedroom. Complaints handling.
Leeds City Council (201913825)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of repair issues in the property.
Camden Council (202009780)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of the residents reports of: Repairs to a communal gate. Leaks in the guttering at the property. Repairs to windows at the property and subsequent delays. Reports of anti-social behaviour (ASB) at the …
Cheshire Peaks & Plains Housing Trust (202010072)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s response to the resident’s reports: that it breached its contractual agreement regarding improvements to his property; of damage caused during the removal of loft insulation by its contractors, and the subsequent amount of compensation …
Clarion Housing Association Limited (202006786)
Partial Maladministration
Complaint: Managing Relations
The complaint is regarding: The landlord’s handling of repairs to the resident’s pathway and manhole covers on his property. The landlord’s handling of repairs to the resident’s guttering. The landlord’s complaint handling.
GreenSquare Group Limited (201909593)
No Maladministration
Complaint: Financial
The resident complains about the landlord’s offer of compensation in response to concerns about damp and a leak at the property.
Hammersmith and Fulham Council (202009410)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s: Response to the resident’s reports of leaks in her property. Handling of the associated complaint.
One Housing Group Limited (202012077)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of noise and anti-social behaviour (ASB) at the property including cigarette smoke from the property below.
Optivo (202000740)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the residents reports of anti-social behaviour (ASB) including drug use and drug dealing at the property.
Sanctuary Housing Association (202006043)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The resident complains about the landlord’s handling of repairs required to her property’s hot water and heating system, shower and flooring.
Sovereign Housing Association Limited (202005644)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint concerns the information about the property provided by the landlord, prior to the residents starting their shared ownership lease.
The Guinness Partnership Limited (202008437)
Reasonable Redress
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 insulation. A delay in the repairs to the windows. The landlord’s complaint handling.