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.
Decision Case ID 202412747 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 23 October 2025 Background The resident lived in a 3-bedroom house and was an assured […]
Decision Case ID 202427695 Decision type Investigation Landlord London Borough of Tower Hamlets Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 23 October 2025 Background The resident lives in a […]
Decision Case ID 202426544 Decision type Choose an item. Landlord Portsmouth City Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 15 October 2025 Background What the complaint is about Our […]
Decision Case ID 202504495 Decision type Investigation Landlord Stonewater Limited Landlord type Housing Association Occupancy Secure Tenancy Date 22 October 2025 Background The resident lives in a 2-bedroom flat with her teenage son. She […]
Decision Case ID 202505716 Decision type Investigation Landlord East Midlands Housing Group Limited Landlord type Housing Association Occupancy Secure Tenancy Date 21 October 2025 Background The resident lives alone in a ground floor flat. […]
Decision Case ID 202341258 Decision type Investigation Landlord The Community Housing Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 20 October 2025 Background The resident has an assured tenancy and the property is […]
Decision Case ID 202502875 Decision type Investigation Landlord Thirteen Housing Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 20 October 2025 Background The resident began her tenancy on 5 December 2024. She […]
Decision Case ID 202339274 Decision type Investigation Landlord Ocean Housing Limited Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 16 October 2025 Background The resident lived in a 2-bedroom property. They lived with […]
Decision Case ID 202428480 Decision type Investigation Landlord Home Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 16 October 2025 Background The resident has lived with her daughter in a 2 bedroom […]
Decision Case ID 202341595 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 16 October 2025 Background The resident lives in a first floor flat in […]
Decision Case ID 202323072 Decision type Investigation Landlord Progress Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 14 October 2025 Background The resident lived at the property at the time of […]
Decision Case ID 202417742 Decision type Investigation Landlord Square Building Trust Limited Landlord type Housing Association Occupancy Assured Tenancy Date 14 October 2025 Background The resident is a tenant of the landlord which is […]
Decision Case ID 202429762 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 10 October 2025 Background The resident lives in a maisonette flat. In April 2024, the resident […]
Decision Case ID 202426844 Decision type Investigation Landlord Believe Housing Limited Landlord type Housing Association Occupancy Assured Tenancy Date 8 October 2025 Background The resident lived in a 1-bedroom semi-detached bungalow owned by the […]
The complaint is about: The information the landlord provided about the resident’s tenancy. The suitability of the property the landlord offered to the resident.
The complaint is about the landlord’s handling of the resident’s concerns about: Staff conduct, communication, policies, culture and services, management of her tenancy agreement, and her vulnerabilities. Complaint handling.
The complaint is about the landlord’s handling of the resident’s request to amend his tenancy.
The resident’s complaint is about the landlord’s: Communication regarding rent arrears. Response to her reports about the condition of the property at the start of the tenancy. Handling of her concerns about staff conduct.
The complaint is about the landlord's handling of: the resident's concerns around the fairness and cost of the service charge relating to personal gas. the resident's request to cancel the service relating to Lifeline. the resident’s concerns about the service charge information given at the start of his tenancy.
The complaint is about: The landlord’s choice-based letting portal. The resident’s tenancy start date. Staff conduct.
The complaint is about the landlord's handling of the termination of the tenancy, which resulted in rent arrears under the former tenancy. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is regarding the landlord’s handling of the resident’s: Reports of anti-social behaviour. Reports it disclosed unauthorised information to her healthcare provider. Request for a new tenancy agreement. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s decision not to allow the applicant to succeed his late mother’s tenancy.
The complaint is about the landlord's handling of the signing of the tenancy agreement. We have also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s requests for a second succession of the tenancy. The landlord’s handling of the resident’s reports that the garden was for his sole use. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s handling of the residents’ request to assign her tenancy to her son.
The complaint is about the landlord’s handling of the resident’s concerns regarding: Gas safety checks at the property. Payment of court fees in relation to an injunction for gas safety checks. The landlord’s mergers from 2016. The amount of rent charged. Queries relating to her tenancy agreement. Repair requests. Her …
The complaint is about: The landlord’s handling of the resident’s request to have their name removed from a tenancy. The resident’s priority for social housing.
The complaint is about the landlord’s decision to charge the resident rent for a new tenancy during the period the property was uninhabitable although: Adaptations were not complete. It had no hot water or gas supply or gas safety certificate.
This investigation is about: The condition of the resident’s home when he started his tenancy. The landlord’s response to the resident’s complaint that its actions caused the death of his pets and the loss of frozen food.
The complaint is about: The landlord’s handling of the resident’s request to investigate issues of noise transference at the property. The landlord’s decision to issue the resident with a tenancy warning. The landlord’s associated complaint handling.
The complaint is about: The suitability of temporary accommodation offered by the landlord and its management of the resident’s homelessness application. The landlord’s handling of repairs at the property. The landlord’s management of the tenancy, including his reports of being at risk.
The complaint is about the landlord’s: Decision to recharge the resident for repairs upon termination of his tenancy. Response to the resident's concerns about the condition of the resident’s new property when he moved in.
The complaint is about the landlord’s handling of: The resident’s request to transfer the tenancy into her name. The resident’s request to book repairs. The resident’s reports of concerns of the conduct of a member of staff. The management of the rent account.
The complaint is about the landlord’s response to the resident about: its handling of her ASB reports. its decision to extend the introductory tenancy.
The complaint is about the landlord’s response to the resident’s concerns that: She has been overcharged rent. She has been charged grounds maintenance for services not received. Her signature was forged on her tenancy agreements.
The complaint is about the landlord’s handling of the resident’s decision to terminate his tenancy due to concerns about antisocial behaviour (ASB) and damp and mould at the property.
The complaint is about the landlord’s handling of the resident’s request to end his joint tenancy and be transferred to alternative accommodation.
The complaint concerns the resident’s requests for the landlord to: Remove shelving from the property and replace it with a built-in wardrobe. Amend the postcode on the tenancy agreement.
The complaint is about the landlord’s handling of the resident’s succession to his late mother’s tenancy.
This complaint is about the landlord’s handling of a rent payment at the start of the tenancy.
The complaint is about: the resident’s reports of being offered an unsuitable property, including the assessment carried out by the occupational therapist; the resident’s concerns about her housing register banding; the resident’s request for a refund of her rent and other charges stipulated under the tenancy agreement for the duration …
The complaint is about: The resident’s husband being added to the tenancy agreement. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s decision to issue the resident a tenancy warning.
The complaint is about the landlord: Failing to advise the resident that he was signing a tenancy agreement. Failing to inform the resident of anti-social behaviour at the property.
The complaint is about the landlord's decision to refuse the resident’s request for his daughter to be added to the tenancy agreement.
The complaint is about the landlord’s decision not to allow the resident to continue living in the property upon succeeding the tenancy.
The complaint is regarding the landlord’s handling of the resident’s: Concerns about a change to its tenancy conditions, specifically related to age of tenants and visitor restrictions. Concerns about anti-social behaviour.
The complaint is about the landlord’s handling of the resident’s application to succeed the tenancy of their late father.
The complaint is about the landlord’s handling of the resident’s request for succession to the tenancy at the property.
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |