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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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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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9 Jun 2021 Outside Jurisdiction London Borough of Hackney (202010001) Case 202010001 · Local Authority / ALMO or TMO The complaint is about the level of compensation offered by the landlord’s insurer in relation to the resident’s claim for … 8 Jun 2021 Outside Jurisdiction Clarion Housing Association Limited (202104519) Case 202104519 · Financial REPORT COMPLAINT 202104519 Clarion Housing Association Limited 8 June 2021 Our approach What we can and cannot consider is called … 8 Jun 2021 Outside Jurisdiction Midland Heart Limited (202101408) Case 202101408 · Financial The complaint is about the landlord’s handling of reports of pipe blockages and leaks into the Resident’s property. 7 Jun 2021 Outside Jurisdiction Epping Forest District Council (202009199) Case 202009199 · Local Authority / ALMO or TMO The complaint is about the landlord’s demand for a charge prior to sale of the property, for the Renewable Heat … 2 Jun 2021 Outside Jurisdiction Norwich City Council (201915203) Case 201915203 · Financial The leaseholder complained about the following issues: That the landlord did not provide information explaining that the property had no … 31 May 2021 Outside Jurisdiction Southwark Council (202008460) Case 202008460 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s request for information regarding an incident that occurred in 2016 … 28 May 2021 Outside Jurisdiction Kingston upon Thames Council (202011154) Case 202011154 · Local Authority / ALMO or TMO The complaint is about the resident’s reports of noise nuisance. 28 May 2021 Outside Jurisdiction Sovereign Housing Association Limited (202005644) Case 202005644 · Old Property Condition migrated-2025 The complaint concerns the information about the property provided by the landlord, prior to the residents starting their shared ownership … 27 May 2021 Outside Jurisdiction Clarion Housing Association Limited (201901431) Case 201901431 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the communal lift at the property. 26 May 2021 Outside Jurisdiction Metropolitan Housing Trust Limited (202010164) Case 202010164 · Estate Management The complaint is about the landlords handling of the residents reports concerning the maintenance of roads outside the property. 22 May 2021 Outside Jurisdiction Anchor Hanover Group (202014148) Case 202014148 · Financial The complaint concerns an increase in service charges for heating and hot water. 21 May 2021 Outside Jurisdiction One Vision Housing Limited (201817317) Case 201817317 · Old Property Condition migrated-2025 The complaint is about the level of redress offered by the landlord in respect of its acknowledged failings in carrying … 20 May 2021 Outside Jurisdiction Lambeth Council (202010450) Case 202010450 · Local Authority / ALMO or TMO REPORT COMPLAINT 202010450 Lambeth Council 20 May 2021 Our approach What we can and cannot consider is called the Ombudsman’s … 20 May 2021 Outside Jurisdiction North Tyneside Council (202101168) Case 202101168 · Local Authority / ALMO or TMO The complaint concerns: 19 May 2021 Outside Jurisdiction The Riverside Group Limited (202013603) Case 202013603 · Estate Management The complaint is about the landlord’s response to the resident’s reports of mismanagement of their service charge account and cyclical … 19 May 2021 Outside Jurisdiction Westminster City Council (202012880) Case 202012880 · Local Authority / ALMO or TMO The complaint concerns the landlord’s handling of: The resident’s reports of water leaks in the property. The resident’s request for … 18 May 2021 Outside Jurisdiction Octavia Housing (202000816) Case 202000816 · Old Property Condition migrated-2025 The resident is unhappy with the landlord’s response to their complaint regarding works on their property, damage to their garden, … 18 May 2021 Outside Jurisdiction Town and Country Housing (202012971) Case 202012971 · Financial The complaint concerns the reasonableness of the service charge and the way it is apportioned. 6 May 2021 Outside Jurisdiction Gloucester City Council (201814421) Case 201814421 · Moving/Buying/Selling Home The complaint concerns the Council’s assessment of the residents housing needs and banding allocation. 4 May 2021 Outside Jurisdiction Clarion Housing Association Limited (202013071) Case 202013071 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of her neighbours keeping dogs. 30 Apr 2021 Outside Jurisdiction Gateshead Metropolitan Borough Council (201808064) Case 201808064 · Local Authority / ALMO or TMO The complaint concerns the council’s response to reports of disrepair, a bug infestation, a smell in the property and antisocial … 30 Apr 2021 Outside Jurisdiction Poplar Housing And Regeneration Community Association Limited (202008662) Case 202008662 · Moving/Buying/Selling Home The resident complains about: How the landlord handled her request for rehousing on medical grounds, including its communication and the … 30 Apr 2021 Outside Jurisdiction Wandsworth Council (202006209) Case 202006209 · Health and Safety (inc. building safety) The complaint is about the landlord’s proposed decision to install a particular type of sprinkler system in sheltered accommodation in … 29 Apr 2021 Outside Jurisdiction Stonewater Limited (202003545) Case 202003545 · ASB/Abuse/Nuisance This complaint is about the resident’s former landlord’s handling her reports of Anti-social Behaviour (ASB) by her neighbour (Ms Y) … 29 Apr 2021 Outside Jurisdiction Wolverhampton City Council (202009782) Case 202009782 · Local Authority / ALMO or TMO The complaint is about the quality of home repairs and renovations, staff conduct, and the outcome of the resident’s insurance … 27 Apr 2021 Outside Jurisdiction Wandsworth Council (202001286) Case 202001286 · Local Authority / ALMO or TMO The complaint concerns the landlord’s response to the resident’s concerns about consultation over planned maintenance and rent increases for garages. 23 Apr 2021 Outside Jurisdiction Brighton and Hove City Council (202004322) Case 202004322 · Old Property Condition migrated-2025 The resident feels that the Council did not handle his insurance claim appropriately, causing delays in the process. 22 Apr 2021 Outside Jurisdiction Wakefield And District Housing Limited (202007963) Case 202007963 · Financial The complaint is about the landlord’s calculation of rent under the social rent reduction. 19 Apr 2021 Outside Jurisdiction One Housing Group Limited (202014479) Case 202014479 · Financial The complaint is about the increase of service charges. 15 Apr 2021 Outside Jurisdiction Nottingham City Homes (202010127) Case 202010127 · Local Authority / ALMO or TMO The complaint concerns the landlord’s handing of the resident’s rehousing application. 13 Apr 2021 Outside Jurisdiction Cornwall Council (202009312) Case 202009312 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of reports of lead in the water supply and the effects this has … 13 Apr 2021 Outside Jurisdiction One Housing Group Limited (202014275) Case 202014275 · Financial The complaint is about the level of rent at the property. 7 Apr 2021 Outside Jurisdiction Plus Dane Housing Limited (202007788) Case 202007788 · Estate Management The complaint concerns the landlord’s response to the instatement of service charges for garden maintenance. 6 Apr 2021 Outside Jurisdiction Clarion Housing Association Limited (202005579) Case 202005579 · Financial REPORT COMPLAINT 202005579 Clarion Housing Association Limited 6 April 2021 Our approach What we can and cannot consider is called … 6 Apr 2021 Outside Jurisdiction Croydon Council (202001124) Case 202001124 · Local Authority / ALMO or TMO The complaint is about the condition of the property when the resident moved in and the landlord’s subsequent failure to … 6 Apr 2021 Outside Jurisdiction Islington Council (202010772) Case 202010772 · Local Authority / ALMO or TMO The complaint concerns the council’s handling of an application for a parking space 1 Apr 2021 Outside Jurisdiction Barking and Dagenham Council (202001600) Case 202001600 · Local Authority / ALMO or TMO The resident is unhappy with the landlord’s division of service charges in relation to major works. 1 Apr 2021 Outside Jurisdiction London & Quadrant Housing Trust (201914231) Case 201914231 · Old Property Condition migrated-2025 The resident’s complaints are about: 31 Mar 2021 Outside Jurisdiction Hackney Council (202003776) Case 202003776 This complaint is about the landlord’s handling of the resident’s requests to: keep a pet at the property in 2016, … 16 Mar 2021 Outside Jurisdiction Cottsway Housing Association Limited (202012186) Case 202012186 · Old Tenants Behaviour categories The complaint is about the landlord’s handling of antisocial behaviour (ASB) perpetrated by its residents. 10 Mar 2021 Outside Jurisdiction Hackney Council (202007522) Case 202007522 · Leaseholder The complaint is about the landlord's completion of major works in 2014 and subsequent recharging in 2020. 8 Mar 2021 Outside Jurisdiction Peabody Trust (202002510) Case 202002510 · Old Complaints Handling categories The complaint is about the terms of a new tenancy agreement offered by the landlord. 5 Mar 2021 Outside Jurisdiction Bromford Housing Group Limited (202000734) Case 202000734 · Old Compensation categories The complaint is about the placement of the landlord’s skip which the resident reports damaged their car. 5 Mar 2021 Outside Jurisdiction Four Housing Group Limited (202008720) Case 202008720 · Old Property Condition categories The complaint concerns the landlord’s response to the resident’s reports that damage was caused to their possessions during repairs to … 5 Mar 2021 Outside Jurisdiction London & Quadrant H T (201906982) Case 201906982 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of repairs at the resident's property. 5 Mar 2021 Outside Jurisdiction Moat Homes Limited (202009700) Case 202009700 · Old Home Ownership Issues (not new build) categories The complaint is about the landlord’s response to concerns the resident raised about a sales clause in their lease. 4 Mar 2021 Outside Jurisdiction Camden Council (202000212) Case 202000212 · Local Authority / ALMO or TMO The resident alleges that damage was caused to his belongings during replacement flooring works organised by the council. 4 Mar 2021 Outside Jurisdiction Hackney Housing Co-operative Limited (201816318) Case 201816318 · Old Tenants Behaviour categories The complaint concerns the resident’s reports of social nuisance and antisocial behaviour and the handling of those reports by their … 3 Mar 2021 Outside Jurisdiction Islington Council (202006920) Case 202006920 · Leaseholder The complaint concerns the resident’s liability for major work charges for replacing the metal roof to their property and the … 1 Mar 2021 Outside Jurisdiction Plus Dane Housing Group Limited (202004136) Case 202004136 · Financial REPORT COMPLAINT 202004136 Plus Dane Housing Group Limited 25 February 2021 Our approach What we can and cannot consider is …