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 202429816 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Shared Ownership Date 27 April 2026 Background The resident contacted the landlord on behalf of 7 shared owners to […]
Decision Case ID 202412129 Decision type Jurisdiction Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 23 March 2026 Background The resident had made requests for repair of a […]
Decision Case ID 202510183 Decision type Jurisdiction Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 19 February 2026 Background At the time of the complaint the resident had […]
Decision Case ID 202404400 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 13 January 2026 Background The resident complained that the landlord breached reasonable adjustment […]
The complaint is about the landlord’s handling of the resident’s reports of leaks and repairs to the property.
The complaint is about the landlord’s decision to issue a notice of seeking possession (NOSP) and the way it served it.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour.
The complaint is about the landlord’s response to the resident’s reports of dog mess and rubbish in a communal drain.
The complaint is about the landlord's handling of the resident’s reports about repairs needed to the main gate, and as a result of these not being done, there has been an alleged issue with illegal parking and cars being abandoned.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
The complaint is about: The landlord's handling of reports of damp and mould. The landlord's handling of repairs to the property. The landlord's decision to seek possession of the property. The landlord's handling of reports of damage to and/or loss of the resident's personal belongings.
The complaint is about the landlord’s handling of the resident’s service charge.
The resident’s complaint is about the landlord’s handling of concerns about its buildings insurance tender process and residents being overcharged for their annual insurance premium.
The complaint is about the landlord’s handling of reports of a roof leak.
This complaint is about the landlord’s handling of the resident’s: Reports of outstanding repairs in the property. Report of silica dust within the property. Concerns about the workmanship of previously completed repairs within the property.
The complaint is about the landlord’s: Handling of the resident’s reports of a leak in the property and damp and mould. Staff conduct.
The complaint is about the landlord’s handling of: The resident’s request for alterations to the access point and privacy of the balcony.
The complaint is about the landlord’s handling of the resident’s reports of water ingress in the property.
The complaint is about:
This complaint is about the landlord's management of the sinking fund, in relation to its consideration of the impact of inflation on projected future works.
The complaint is about the landlord’s handling of various repairs, including a roof leak, window repairs and the gas supply to the property.
The complaint is about the landlord’s handling of the: Administration of residents’ service charge accounts and its calculation of charges. Residents’ reports of leaks and heating repairs (across various properties in the building). Formal complaint.
The complaint is about the landlord’s decision to calculate the premium for extending the lease using a property valuation it had obtained rather than one the resident had arranged.
The landlord’s response to the resident’s request for a copy of a legionella’s report. The associated complaint.
This complaint is about: The condition of the property when the resident started her tenancy. Problems with damp and mould. The landlord’s handling of the resident’s antisocial behaviour reports. The landlord’s handling of general repairs in the resident’s home. The resident’s view that the landlord had harassed, victimised and intimidated …
The complaint is about the resident’s report that the landlord failed to comply with the court injunction issued in May 2022.
The complaint is about the landlord’s: Handling of repairs to the resident’s property (damaged ceilings causing exposure to asbestos, rotten window frames, damp and mould, sink and shower blockages, broken water booster pump and exposed wiring). Handling of boiler repairs to the resident’s property.
The complaint is about the accuracy of the landlord’s advertisement for the property that the resident bid on and subsequently moved into.
The complaint is about: The landlord's handing of repairs to the leaking pipework in the bathroom, which caused damaged to the property. The condition of the new build when the residents’ purchased the property.
This complaint concerns the landlord’s handling of the resident’s dispute of a parking fine.
The complaint is about the landlord’s request to the complainant to remove the concrete he laid in the communal garden.
The complaint is about information provided to the resident regarding parking restrictions in the local area.
The complaint is about the level and reasonableness of the resident’s service charges, and her liability to pay for some of the charges included in her account.
REPORT COMPLAINT 202103329 Watford Community Housing Trust 24 November 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 […]
This complaint is about the landlord’s decision to change the energy supplier for the provision of communal heating in the building.
The complaint concerns the landlord’s response to enquiries the resident has made about their liability to pay a service charge for a fire risk assessment.
The complaint is about: The resident’s dissatisfaction with the level of redress made by the landlord in its response to an earlier complaint. Their request to transfer properties.
The complaint is about the level of rent the resident is being charged.
The complaint concerns the landlord's response to the resident’s request to amend the terms of their tenancy concerning succession rights.
The complaint concerns the resident’s liability to pay Trustcare charges.
The resident is complaining about the landlord’s handling of repairs in their property.
The complaint is about the level of rent at the property.
The resident complained that they pay an ‘affordable rent’ under their tenancy, rather than a ‘social rent’
The complaint refers to: The landlord’s introduction of a communal caretaking service and service charge for this. The resident’s concerns about the level of service charge and her request for this to be removed. The resident’s concerns about the frequency and standard of service received. The landlord’s handling of the …
The complaint concerns the landlord’s response to reports of repairs to the resident’s garage.
The complaint is about the landlord’s response to the resident’s reports of repairs following major gas works in 2019.
The resident has complained about the following issues: That service charges for maintaining and operating a door entry system are too high. That the landlord cannot, or should not, recharge her for the full cost of this item.
The complaint is about the payability and reasonableness of the service charges at the property.
The complaint is about the landlords handling of the residents reports concerning the maintenance of roads outside the property.
The resident’s complaints are about:
| 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 |