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 137 of 16,227 decisions
Eastbourne Borough Council (202003452)
Reasonable Redress
REPORT COMPLAINT 202003452 Eastbourne Borough Council 31 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Stonewater Limited (201903301)
No Maladministration
Complaint: Estate Management
The resident complains about:
Brentwood Borough Council (202002909)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s application for disability adaptations to her property.
Hammersmith and Fulham Council (201914426)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s handling of:
London & Quadrant H T (202003138)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: the level of compensation offered by the landlord for its response to the resident’s report of a bad odour from her sink and bathroom drainage the landlord’s handling of the associated complaint the level of compensation …
Network Homes Limited (201812288)
Partial Maladministration
Complaint: Managing Relations
The complaint is about:
Notting Hill Genesis (202007231)
Outside Jurisdiction
REPORT COMPLAINT 202007231 Notting Hill Genesis 24 December 2020 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman […]
Stoke-on-Trent City Council (202003436)
No Maladministration
The complaint is about the landlord’s response to the resident’s reports of boundary issues between the resident’s and her neighbour’s properties.
Birmingham City Council (201915607)
Outside Jurisdiction
Complaint: Local Authority / ALMO or TMO
The complaint is about the level of service charge for major works.
Camden Council (201912173)
Partial Maladministration
Complaint: Managing Relations
The Complaint is about the landlord’s response to residents’ reports about:
Catalyst Housing Limited (202005511)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request to be reimbursed for personal possessions which were damaged following a burst pipe at the property.
Cornwall Housing Limited (201907060)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports of repairs required in the bathroom at the property, decision to charge the resident for repairs to the tap in the bathroom at the property and complaints handling.
Home Group Limited (201915810)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports about:
Hyde Housing Association Limited (201903897)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s responses to the resident’s reports about delays in completing maintenance work at the property. The landlord’s handling of the complaint.
Hyde Housing Association Limited (201908242)
Reasonable Redress
Complaint: Old Tenants Behaviour categories
REPORT COMPLAINT 201908242 Hyde Housing Association Limited 23 12 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Lambeth Council (201912623)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour by a neighbour.
Lambeth Council (201915129)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour by his neighbour.
London & Quadrant Housing Trust (202001323)
Partial Maladministration
Complaint: Old Charges categories
The complaint is about: The landlord’s administration of the resident’s rent account The landlord’s complaint handling
Longhurst Group Limited (202001481)
Reasonable Redress
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of concerns raised in respect of the installation of a new kitchen.
Network Homes Limited (201916173)
No Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s: response to the resident’s reports about damage to the bin storeroom shutter; response to the resident’s reports about rats in the building; response to the resident’s reports about antisocial behaviour (ASB) from his neighbours; …
Notting Hill Genesis (201806908)
Outside Jurisdiction
Complaint: Old Tenants Behaviour categories
REPORT COMPLAINT 201806908 Notting Hill Genesis 22 December 2020 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing […]
One Housing Group Limited (202004761)
Outside Jurisdiction
Complaint: Financial
The complaint concerns whether or not the resident is liable to pay a rent increase.
Ongo Homes Limited (202004563)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s responses to the resident’s reports of leaks from the building’s roof.
Salix Homes Limited (202008367)
Mediation
Complaint: Repairs
The complaint concerns the landlord’s handling of repairs at the resident’s property
Sandwell Metropolitan Borough Council (201912989)
Maladministration
Complaint: Information and data management
The complaint concerns the landlord’s responses to the resident’s enquiries about the refurbishment of his building.
Southern Housing Group Limited (201912882)
Maladministration
REPORT COMPLAINT 201912882 Southern Housing Group 23 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
St Albans City and District Council (201913967)
Partial Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports about: leaks and remedial works banding noise transference complaints handling and communication
The Riverside Group Limited (202001988)
Outside Jurisdiction
Complaint: Old Charges categories
The complaint concerns whether or not the resident is liable to pay for communal heating for their property
Vivid Housing Limited (201915956)
No Maladministration
Complaint: Old Charges categories
The complaint refers to:
Westminster City Council (201815568)
No Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about the landlord’s response to the resident’s reports about the cost and efficiency of the heating system within the property.
A2Dominion Housing Group Limited (202003911)
Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s response to the resident’s reports of damp and mould in her property.
Birmingham City Council (201909262)
Partial Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 201909262 Birmingham City Council 22 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Brentwood Borough Council (201915056)
Maladministration
Complaint: Local Authority / ALMO or TMO
The complaint is about how the landlord handled a boundary issue relating to the resident’s property.
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the Resident’s mutual exchange.
Catalyst Housing Limited (201912385)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is regarding the landlord’s response to the resident’s queries on the following: The status of her tenancy and the implications on her request for a transfer. Her application for the mutual exchange of the property. The handling of …
Catalyst Housing Limited (202001591)
Maladministration
Complaint: Old Property Condition migrated-2025
The tenant has complained that: The landlord has not resolved the reported damp and mould problem in the property (particularly the bedroom, living room and kitchen) The landlord has not installed the correct adaptation (a ramp to the front door) …
Clarion Housing Association Limited (201915302)
No Maladministration
Complaint: Old Estate Management categories
The complaint is about: The landlord’s response to resident’s reports of noise and heating issues; the landlord’s response to the resident’s request for compensation, following his reports about the condition of the second property and his termination of the tenancy.
Hounslow Council (201911783)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is regarding: The landlord’s handling of the resident’s application under its mutual exchange process Its decision not to allow the mutual exchange to proceed, following the exchange partner of the other property passing away.
Hyde Housing Association Limited (201910658)
Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 201910658 Hyde Housing Association Limited 22 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Hyde Housing Association Limited (201914239)
Partial Maladministration
The complaint is about: The condition of the garden when the resident moved into the property. The landlord’s handling of the complaint.
London & Quadrant Housing Trust (201904482)
Maladministration
Complaint: Old Property Condition categories
The resident complains about the landlord’s response to her concerns that it had not replaced her kitchen.
London & Quadrant Housing Trust (202001024)
Reasonable Redress
Complaint: Occupancy Rights
The complaint concerns how the landlord handled the resident’s request to amend her joint tenancy after her ex-partner left the home.
Metropolitan Housing Trust Limited (202000400)
Reasonable Redress
Complaint: Old Complaints Handling categories
The complaint is about The landlord's response to the resident's reports of his shower not draining correctly. The landlord’s handling of the associated complaint.
Orbit South Housing Association Limited (202005350)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s responses to the resident’s request to install a gas supply and gas central heating into her home. The landlord’s record keeping.
Anchor Hanover Group (202003188)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint concerns the landlord’s decision not to award the resident priority status on its rehousing waiting list.
East End Homes Limited (202005303)
No Maladministration
Complaint: Managing Relations
The complaint concerns: Information provided by the landlord about the electric meter of the property. The landlord’s handling of an electric bill for the void period. The landlord’s complaints handling.
London & Quadrant H T (201909582)
No Maladministration
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (‘ASB’) from her neighbour.
Midland Heart Limited (202006003)
Mediation
The complaint concerns the landlord’s handling of a leak at the resident’s property
Notting Hill Home Ownership Limited (202002842)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
REPORT COMPLAINT 202002842 Notting Hill Home Ownership Limited 21 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
Notting Hill Housing Trust (202004323)
Maladministration
Complaint: Financial
The resident complains about a number of errors in his service charge account and lack of information on how cleaning and gardening contracts were quoted and awarded.