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 1,975 of 16,227 decisions
Network Homes Limited (202013273)
Maladministration
Complaint: Managing Relations
The complaint is regarding: The landlord’s management of, and communication around, cyclical works and associated maintenance and repair. The landlord’s handling of the associated complaint.
Birmingham City Council (202105757)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of an anti-social behaviour (ASB) report made against the resident.
Canterbury City Council (202102194)
Outside Jurisdiction
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s concerns about asbestos in the property.
Great Places Housing Association (202010282)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs to the resident’s storage heaters, immersion heater, and electricity meter. The landlord’s complaint handling.
Leeds City Council (202109840)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the residents’ request to carry out work to resolve a flooding issue on their driveway.
London & Quadrant Housing Trust (202008449)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns: How the landlord handled repairs at the property prior to January 2020. How the landlord handled repairs at the property, including reports of damp and mould, from January 2020 onwards. The associated formal complaint into these matters.
The Guinness Partnership Limited (202104966)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
Hammersmith and Fulham Council (202108074)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint concerns: How the landlord responded to the resident’s reports of being exposed to asbestos as a result of damaged flooring. The effect on her and her family’s health due to the exposure. The advice given by the landlord …
Hounslow Council (202106793)
Partial Maladministration
Complaint: Estate Management
The complaint concerns: The landlord’s decision to remove plants from the resident’s balcony. The formal complaint into the matter.
London & Quadrant Housing Trust (202002239)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
North Kesteven District Council (202102564)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s decision not to grant permission for adaptations at the property, specifically, an extension. The complaint is also about the landlord’s handling of the request for permission to make adaptations at the property.
Southwark Council (202109904)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s concerns with reports of noise nuisance emanating from her property.
Thames Valley Housing Association Limited (202016194)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of the resident’s reports of no heating or hot water in February 2021. The landlord’s handling of the resident’s reports that his radiators were not working in April 2021. The impact the period …
Haringey Council (202101167)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB).
North West Leicestershire District Council (202006039)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports about the quality of plastering in the property.
Paragon Asra Housing Limited (202107012)
No Maladministration
Complaint: Financial
This complaint is about: a. the level of transparency shown by the landlord in relation to an increase in its service charges; b. the landlord’s response to ongoing cleaning issues at the property and its complaint handling.
Aster Group Limited (201912210)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of window repairs at the property and the amount of compensation offered.
London Borough of Redbridge (202109202)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to: The resident’s request to be decanted or compensated during repairs to the property: The resident’s complaint.
Peabody Trust (202009261)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports about: The installation of a downstairs toilet at the property. The landlord’s complaints handling.
Bournville Village Trust (202014113)
Maladministration
Complaint: Financial
The complaint is about the landlord's application of payments made by the resident for a purpose she did not intend.
Cheshire Peaks & Plains Housing Trust (202004948)
Partial Maladministration
Complaint: Estate Management
This complaint is about the landlord’s handling of: the reports of damp to the resident’s bedroom; the maintenance of the garden since a Highways Notice was issued in July 2020; the related complaint.
ForHousing Limited (202006953)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of ASB (noise) from a neighbour.
GreenSquareAccord Limited (202011790)
Partial Maladministration
Complaint: Managing Relations
The resident complains about: The landlord’s handling of the resident’s concerns about the installation of a thinner smaller windowpane (glass). The information provided by the contractors to the resident about the type of windows which were to be installed. The …
Guinness Housing Association Limited (202102517)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s complaint about its handling of her property transfer.
Harlow District Council (202100139)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports and queries about major works to his property, block and estate.
Homes Plus Limited (202004002)
Partial Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s response to the resident’s reports of repairs to the front door, damp and mould and slabs. The complaint is about the landlord’s response to the resident’s reports about damp and mould from 2014 -2019.
London & Quadrant Housing Trust (202011329)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about: The resident’s claim of personal injury sustained following a fall in her kitchen. The landlord’s handling of the resident’s repair requests in relation to damp and mould, the windows, and an external hole underneath the property.
Midland Heart Limited (202015754)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB) in 2020.
Notting Hill Genesis (202010653)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlords handling of the: resident’s reports concerning no access to hot water for a week. formal complaint.
Orbit Housing Association Limited (202103457)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of antisocial behaviour (ASB).
Peabody Trust (202016983)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the reports of a leak within the resident’s property which subsequently resulted in a ceiling collapse. The landlord’s complaint handling.
Places for People Homes Limited (201915088)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The landlord’s decision to restrict contact with the resident.
Sandwell Metropolitan Borough Council (202011133)
Partial Maladministration
Complaint: Managing Relations
This complaint is about:
B3 Living Limited (202012594)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the residents’ reports of damp and mould in their prospective property.
Camden Council (202006556)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of an odour coming from her neighbour’s property. The landlord’s complaint handling.
GreenSquareAccord Limited (202012331)
Outside Jurisdiction
Complaint: Financial
The complaint concerns the following issues:
London & Quadrant Housing Trust (202107922)
Reasonable Redress
Complaint: Health and Safety (inc. building safety)
The complaint is about: The landlord’s handling of the resident’s subject access request (SAR). The landlord’s response to the resident’s report of an electrical fault in his property. The landlord’s handling of the associated complaint.
Metropolitan Housing Trust Limited (202015534)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s Right to Buy application.
Optivo (202100001)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s request to sell her share in the property.
Orbit Group Limited (202008586)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the level of redress the landlord awarded it respect of its acknowledged delays and failures whilst handling repairs and the resident’s subsequent complaint.
Orbit Group Limited (202014537)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s response to the concerns raised by the resident about being left without a gas supply for several weeks. Complaint handling.
Paradigm Housing Group Limited (202015699)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The resident complained about the level of compensation the landlord offered, in relation to its handling of a leak.
Phoenix Community Housing Association (Bellingham and Downham) Limited (202101157)
Maladministration
Complaint: Moving/Buying/Selling Home
This complaint is about how the landlord handled the resident's request that it dispense with the requirement to repay the Right to Buy (RTB) discount.
Complaint: Managing Relations
The complaint is about the landlord’s handling of works required at the property, specifically, the resident is dissatisfied with delay to carrying out works regarding a kitchen fan and the landlord’s communication around this. The complaint is also about the …
Watford Community Housing Trust (201914487)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s kitchen.
Wokingham Borough Council (202102033)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202102033 Wokingham Borough Council 22 December 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is […]
Anchor Hanover Group (202004337)
Partial Maladministration
Complaint: Managing Relations
The landlord’s response to the resident’s reports about the quality of works carried out to the bathroom and heating including the level of compensation . The landlord’s response to the resident’s reports in relation to increased energy costs whilst works …
Anchor Hanover Group (202107252)
No Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s response to the resident’s concerns about the ending of his tenancy and the amount of rent owed.
Believe Housing Limited (202102816)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to: The resident’s reports of boundaries issues between hers and the neighbouring property. The resident’s concerns about being advised to reinstate her garden and her request for the landlord to undertake the works …
Dudley Metropolitan Borough Council (202102362)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint is about the local authority’s decision not to grant the resident the right to buy.