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Housing Ombudsman Decisions

16,595 total decisions 12,049 maladministration found 2,256 no maladministration 164 severe cases

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.

Decisions by year

Stacked by outcome

Top landlords by volume

Decision counts
Clarion Housing Association Limited 826
London & Quadrant Housing Trust 555
Peabody Trust 533
London & Quadrant Housing Trust (L&Q) 488
Sanctuary Housing Association 365
Hyde Housing Association Limited 318

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Browse by outcome

Severe Maladministration (164) Maladministration (6,534) Partial (5,351) No Maladministration (2,256) Reasonable Redress (1,440) Mediation (235) Outside Jurisdiction (590)

Common topics (last 2 years)

association occupancy background investigation limited tenancy assured london lives borough council group local authority november secure trust bedroom property december

Top landlords

Clarion Housing Association Limited (826) London & Quadrant Housing Trust (555) Peabody Trust (533) London & Quadrant Housing Trust (L&Q) (488) Sanctuary Housing Association (365) Hyde Housing Association Limited (318) Metropolitan Thames Valley Housing (MTV) (318) The Guinness Partnership Limited (306) Southern Housing (288) Southwark Council (271) Notting Hill Genesis (243) A2Dominion Housing Group Limited (242)
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Showing 590 of 16,595 decisions

Decisions

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24 Aug 2021 Outside Jurisdiction Newlon Housing Trust (202108218) Case 202108218 · Occupancy Rights The complaint concerns the landlord's response to the resident’s request to amend the terms of their tenancy concerning succession rights. 19 Aug 2021 Outside Jurisdiction Westminster Community Homes Limited (202101251) Case 202101251 · Financial The complaint is about the resident’s requests for compensation from the landlord for excessive energy costs since the start of … 18 Aug 2021 Outside Jurisdiction Trafford Housing Trust Limited (202106952) Case 202106952 · Financial The complaint concerns the resident’s liability to pay Trustcare charges. 17 Aug 2021 Outside Jurisdiction Notting Hill Genesis (202007768) Case 202007768 · Financial The residents complain about: How the landlord managed the replacement of the communal boiler in the building, including: How it … 16 Aug 2021 Outside Jurisdiction London Borough of Hackney (202012859) Case 202012859 · Local Authority / ALMO or TMO REPORT COMPLAINT 202012859 Hackney Council 16 August 2021 Our approach What we can and cannot consider is called the Ombudsman’s … 15 Aug 2021 Outside Jurisdiction Leeds City Council (202101985) Case 202101985 · Local Authority / ALMO or TMO The complaint concerns liability to pay service charges for heating. 12 Aug 2021 Outside Jurisdiction Hyde Housing Association Limited (202008966) Case 202008966 · Financial The complaint is about the level and reasonableness of service charges at the property, including, and in particular, in relation … 10 Aug 2021 Outside Jurisdiction Anchor Hanover Group (202105225) Case 202105225 · Financial The complaint is about the resident’s concerns regarding the costs of the catering service provided within his accommodation. 10 Aug 2021 Outside Jurisdiction Charnwood Borough Council (202017121) Case 202017121 · Local Authority / ALMO or TMO The complaint is about the Council’s handling of a Right to Buy (RTB) application; including its failure to disclose the … 10 Aug 2021 Outside Jurisdiction London & Quadrant Housing Trust (201800178) Case 201800178 · Old Property Condition migrated-2025 The resident is complaining about the landlord’s handling of repairs in their property. 9 Aug 2021 Outside Jurisdiction Vivid Housing Limited (202009229) Case 202009229 · Financial The complaint is about the landlord’s response to the resident’s concerns with her service charge increase. 5 Aug 2021 Outside Jurisdiction Brent Council (202003690) Case 202003690 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s request for a permanent decant. 5 Aug 2021 Outside Jurisdiction LiveWest Homes Limited (202009742) Case 202009742 · Financial The complaint concerns the level of service charges. 5 Aug 2021 Outside Jurisdiction London & Quadrant Housing Trust (202102841) Case 202102841 · Financial The complaint is about the level of rent at the property. 5 Aug 2021 Outside Jurisdiction Northumberland Council (202014130) Case 202014130 · Local Authority / ALMO or TMO The complaint concerns the resident’s application for housing, including a separate application for his son. 5 Aug 2021 Outside Jurisdiction Tower Hamlets Council (201913189) Case 201913189 · Financial The complaint concerns: 5 Aug 2021 Outside Jurisdiction Trafford Housing Trust Limited (202016694) Case 202016694 · Financial The resident complained that they pay an ‘affordable rent’ under their tenancy, rather than a ‘social rent’ 2 Aug 2021 Outside Jurisdiction Nottingham City Homes (202013041) Case 202013041 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s transfer application. 2 Aug 2021 Outside Jurisdiction Southwark Council (202104317) Case 202104317 · Local Authority / ALMO or TMO The complaint is about The handling of the resident’s request for compensation for damage to their possessions The handling of … 30 Jul 2021 Outside Jurisdiction Broxtowe Borough Council (201913786) Case 201913786 · Local Authority / ALMO or TMO The complaint concerns the Council’s handling of reports of repair required to the resident’s garage roof. 29 Jul 2021 Outside Jurisdiction Hyde Housing Association Limited (202012315) Case 202012315 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s anti-social behaviour (ASB) reports between 2017 and 2019. 23 Jul 2021 Outside Jurisdiction Newham Council (202101367) Case 202101367 · Local Authority / ALMO or TMO The complaint is about the landlords handling of the resident’s request for compensation following a decant from her property. 22 Jul 2021 Outside Jurisdiction South Tyneside Council (202105807) Case 202105807 · Local Authority / ALMO or TMO The complaint concerns reports of an abandoned vehicle in a parking bay opposite the resident’s property. 20 Jul 2021 Outside Jurisdiction Hyde Housing Association Limited (201909034) Case 201909034 · Financial The complaint concerns the level and reasonableness of the service charges. 20 Jul 2021 Outside Jurisdiction London & Quadrant Housing Trust (202000245) Case 202000245 · Estate Management The complaint refers to: The landlord’s introduction of a communal caretaking service and service charge for this. The resident’s concerns … 20 Jul 2021 Outside Jurisdiction Newham Council (202002206) Case 202002206 · Local Authority / ALMO or TMO REPORT COMPLAINT 202002206 Newham Council 20 July 2021 Our approach What we can and cannot consider is called the Ombudsman’s … 20 Jul 2021 Outside Jurisdiction Yorkshire Housing Limited (202011704) Case 202011704 · Financial The resident’s complaint is about the level of rent they are being charged. 19 Jul 2021 Outside Jurisdiction Salix Homes Limited (202104609) Case 202104609 · Financial The complaint is about the landlord’s response to the resident’s reports that the landlord’s contractor damaged their car. 12 Jul 2021 Outside Jurisdiction Clarion Housing Association Limited (202011727) Case 202011727 · Old Property Condition migrated-2025 The resident complains about how the landlord has responded to his reports of structural issues and cracks in the property. 9 Jul 2021 Outside Jurisdiction Metropolitan Housing Trust Limited (202101822) Case 202101822 · Old Property Condition migrated-2025 The complaint concerns the landlord’s response to reports of repairs to the resident’s garage. 9 Jul 2021 Outside Jurisdiction Swindon Borough Council (202009294) Case 202009294 · Local Authority / ALMO or TMO The complaint is about the Council disposing of items it was storing for the resident. 7 Jul 2021 Outside Jurisdiction Metropolitan Housing Trust Limited (202012807) Case 202012807 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of repairs following major gas works in 2019. 6 Jul 2021 Outside Jurisdiction Southern Housing Group Limited (202104632) Case 202104632 · Information and data management The complaint is about the landlords response to the resident’s concerns regarding a data breach. 5 Jul 2021 Outside Jurisdiction Notting Hill Genesis (202006957) Case 202006957 · Estate Management The resident is unhappy that a parking space was not included within the purchase of their property. The resident is … 2 Jul 2021 Outside Jurisdiction Birmingham City Council (202008235) Case 202008235 · Local Authority / ALMO or TMO The complaint is about the landlord's response to the resident’s request for compensation for personal injury and damage to personal … 2 Jul 2021 Outside Jurisdiction Southwark Council (202005991) Case 202005991 · Financial The complaint is about the landlord’s decision not to reimburse the resident for money he spent on private accommodation while … 1 Jul 2021 Outside Jurisdiction Kingston upon Thames Council (202013280) Case 202013280 · Local Authority / ALMO or TMO The complaint is about advice given by a council officer to a councillor about the council’s contact restrictions relating to … 30 Jun 2021 Outside Jurisdiction The Guinness Partnership Limited (202011602) Case 202011602 · Financial The complaint is about the landlord’s response to the resident’s reports of damage to her car window. 29 Jun 2021 Outside Jurisdiction Home Group Limited (202009515) Case 202009515 · Managing Relations The complaint is about the landlord’s handling of reports of a leak in the bathroom at the property. 29 Jun 2021 Outside Jurisdiction Lewisham Council (201912664) Case 201912664 · Financial This complaint is about the managing agent’s response to the resident’s request that his Thames Water, Watersure Plus, discount be … 29 Jun 2021 Outside Jurisdiction London & Quadrant Housing Trust (202013643) Case 202013643 · Financial The resident has complained about the following issues: That service charges for maintaining and operating a door entry system are … 28 Jun 2021 Outside Jurisdiction Clarion Housing Association Limited (202100142) Case 202100142 · Financial The complaint is about charges in respect of major works, specifically, the landlord’s ability to recover these costs having not … 28 Jun 2021 Outside Jurisdiction Tower Hamlets Council (202008756) Case 202008756 · Moving/Buying/Selling Home The complaint is about the level of compensation awarded by the local authority for how a Right to Buy application … 19 Jun 2021 Outside Jurisdiction Onward Homes Limited (202102430) Case 202102430 · Moving/Buying/Selling Home The complaint concerns the assessment of the resident’s housing needs 17 Jun 2021 Outside Jurisdiction Metropolitan Thames Valley Housing (202009696) Case 202009696 · Financial The complaint is about the landlord’s response to the resident’s concerns about whether their service charges are apportioned in accordance … 16 Jun 2021 Outside Jurisdiction Broxtowe Borough Council (202101020) Case 202101020 · Local Authority / ALMO or TMO The resident is unhappy with the Council’s handling of a consultation process when reviewing independent living schemes in the area. 16 Jun 2021 Outside Jurisdiction London & Quadrant Housing Trust (202014377) Case 202014377 · Financial The complaint is about the payability and reasonableness of the service charges at the property. 16 Jun 2021 Outside Jurisdiction The Guinness Partnership Limited (202011931) Case 202011931 · Managing Relations The complaint concerns the landlord’s response to reports of staff conduct. 15 Jun 2021 Outside Jurisdiction Sovereign Network Homes (202003089) Case 202003089 · Occupancy Rights The resident complained about: The division of the rear garden to the property. The landlord’s response to their request that … 15 Jun 2021 Outside Jurisdiction Wandsworth Council (202017417) Case 202017417 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of repairs to the communal lift at the property.