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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

Most recent first
5 Nov 2024 Outside Jurisdiction London & Quadrant Housing Trust (L&Q) (202230344) Case 202230344 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of water ingress in the property. 29 Oct 2024 Outside Jurisdiction LiveWest Homes Limited (202308250) Case 202308250 · Information and data management The complaint is about the landlord’s: 29 Oct 2024 Outside Jurisdiction Peabody Trust (202305369) Case 202305369 · Health and Safety (inc. building safety) The complaint is about: 15 Oct 2024 Outside Jurisdiction Southern Housing (202304591) Case 202304591 · Estate Management The complaint is about the landlord’s handling of the service of a tort notice and attempted removal of the resident’s … 30 Sep 2024 Outside Jurisdiction Salvation Army Housing Association (SAHA) (202300764) Case 202300764 · Old Tenants Behaviour categories The complaint is about the landlord’s handling of the resident’s concerns that her mail was being stolen from the communal … 26 Sep 2024 Outside Jurisdiction London Borough of Redbridge (202230183) Case 202230183 · Managing Relations The complaint is about the landlord's handling of issuing a notice to end the resident’s temporary accommodation. 25 Sep 2024 Outside Jurisdiction Stonewater Limited (202206316) Case 202206316 · Estate Management The complaint is about the landlord’s handling of the resident’s report of service charge payments for garden maintenance not being … 19 Sep 2024 Outside Jurisdiction Peabody Trust (202209431) Case 202209431 · Financial This complaint is about the landlord's management of the sinking fund, in relation to its consideration of the impact of … 16 Sep 2024 Outside Jurisdiction Clarion Housing Association Limited (202305546) Case 202305546 · Old Property Condition migrated-2025 The complaint is about repairs to the roof and gutters, pest control, and the resident’s request for reimbursement of costs … 13 Sep 2024 Outside Jurisdiction Royal Borough of Kensington and Chelsea (202307978) Case 202307978 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s request for repairs to the gutters at the property. 12 Sep 2024 Outside Jurisdiction Clarion Housing Association Limited (202221917) Case 202221917 · Financial The complaint is about: The level of compensation paid by the landlord in recognition of damage to personal belongings, and … 9 Sep 2024 Outside Jurisdiction Westminster City Council (202109522) Case 202109522 · Moving/Buying/Selling Home The complaint is about the landlord’s refusal to replace the front door of the property. 30 Aug 2024 Outside Jurisdiction Norwich City Council (202232323) Case 202232323 · Financial REPORT COMPLAINT 202232323 Norwich City Council 30 August 2024 Our approach What we can and cannot consider is called the … 28 Aug 2024 Outside Jurisdiction LiveWest Homes Limited (202322562) Case 202322562 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of damp and mould. 27 Aug 2024 Outside Jurisdiction Peabody Trust (202307638) Case 202307638 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of various repairs, including a roof leak, window repairs and the gas supply … 27 Aug 2024 Outside Jurisdiction Town and Country Housing (202316220) Case 202316220 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of costs associated with the resident’s permanent decant from her property. 23 Aug 2024 Outside Jurisdiction Citizen Housing (202216026) Case 202216026 · Financial The complaint is about the landlords handling of the residents service charge account and the high level of service charge … 23 Aug 2024 Outside Jurisdiction Lambeth Council (202232225) Case 202232225 · Occupancy Rights The complaint is about the landlord’s handling of the pre-action protocol and specifically not having given the resident notice of … 15 Aug 2024 Outside Jurisdiction Royal Borough Of Greenwich (202326191) Case 202326191 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s requests for rehousing and adaptations. 13 Aug 2024 Outside Jurisdiction Peabody Trust (202121591) Case 202121591 · Financial The complaint is about the landlord’s handling of the: Administration of residents’ service charge accounts and its calculation of charges. … 5 Aug 2024 Outside Jurisdiction Runnymede Borough Council (202204517) Case 202204517 · Old Property Condition migrated-2025 This complaint is about the Council’s handling of disabled adaptations to the resident’s property. 31 Jul 2024 Outside Jurisdiction Aspire Housing Limited (202323850) Case 202323850 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of various repairs within the property. 29 Jul 2024 Outside Jurisdiction London Borough of Hounslow (202230191) Case 202230191 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of the resident’s reports of a leak into, and the subsequent damage to, … 29 Jul 2024 Outside Jurisdiction Peabody Trust (202127649) Case 202127649 · Moving/Buying/Selling Home The complaint is about the landlord’s decision to calculate the premium for extending the lease using a property valuation it … 26 Jul 2024 Outside Jurisdiction Haringey London Borough Council (202231673) Case 202231673 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports about: antisocial behaviour (ASB); repairs following a leak into … 24 Jul 2024 Outside Jurisdiction Clarion Housing Association Limited (202414623) Case 202414623 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of damage caused to a window in 2021. 12 Jul 2024 Outside Jurisdiction Sandwell Metropolitan Borough Council (202305551) Case 202305551 · Old Property Condition migrated-2025 The resident’s complaint is about: The landlord’s decision not to reclassify her property as having two bedrooms rather than three; … 11 Jul 2024 Outside Jurisdiction Longhurst Group Limited (202315493) Case 202315493 · Estate Management The complaint is about the landlord’s response to the resident about: Its capping of the gas supply. Faulty extractor fans. … 10 Jul 2024 Outside Jurisdiction Orbit Group Limited (202214357) Case 202214357 · Financial The resident’s complaint is about the landlord’s: Misrepresentation of the property before he purchased it; Increases to his service charge. 28 Jun 2024 Outside Jurisdiction The Guinness Partnership Limited (202119305) Case 202119305 · Financial The complaint is about the landlord’s handling of the resident’s repayment of court fees. 25 Jun 2024 Outside Jurisdiction MHS Homes Ltd (202305073) Case 202305073 · Estate Management REPORT COMPLAINT 202305073 MHS Homes Ltd 5 July 2024 Our approach What we can and cannot consider is called the … 31 May 2024 Outside Jurisdiction Camden Council (202229738) Case 202229738 · Managing Relations The complaint is about the landlord’s response to the resident’s concerns about the ongoing refurbishment works to the property adjoining … 29 May 2024 Outside Jurisdiction Sovereign Network Homes (Former Network Homes) (202308840) Case 202308840 · Old Property Condition categories The complaint is about the landlord’s response to the resident’s reports of disrepair including damp and mould. 15 May 2024 Outside Jurisdiction One Vision Housing Limited (202205697) Case 202205697 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s Right to Acquire (RTA) application. 30 Apr 2024 Outside Jurisdiction Clarion Housing Association Limited (202211388) Case 202211388 · Financial The complaint is about the landlord’s handling of the resident’s request for a rent reduction due to disrepair at the … 22 Apr 2024 Outside Jurisdiction Falcon Housing Association C.I.C (202231755) Case 202231755 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to concerns about the placement of a vulnerable individual in the downstairs flat. … 22 Apr 2024 Outside Jurisdiction Metropolitan Thames Valley Housing (MTV) (202200961) Case 202200961 · Financial The complaint is about the landlord’s handling of the resident’s service charge account, and the associated complaint. 22 Apr 2024 Outside Jurisdiction Notting Hill Genesis (NHG) (202322129) Case 202322129 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident's transfer request and alleged discrimination. 18 Apr 2024 Outside Jurisdiction Great Places Housing Association (202302611) Case 202302611 · Financial The complaint is about: the landlord’s handling of rent increases to the resident’s garage. The landlord’s handling of repairs to … 18 Apr 2024 Outside Jurisdiction Southern Housing Group Limited (202223653) Case 202223653 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of damp and mould. 17 Apr 2024 Outside Jurisdiction Clarion Housing Association Limited (202307014) Case 202307014 · Managing Relations The complaint is about the housing association’s handling of: Defect repairs to the resident’s property. The associated complaint. 10 Apr 2024 Outside Jurisdiction Manchester City Council (202307580) Case 202307580 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). 5 Apr 2024 Outside Jurisdiction Cannock Chase District Council (202226366) Case 202226366 · Occupancy Rights The complaint is about the landlord's handling of the resident's reports of intimidation by its rent collection officer. 3 Apr 2024 Outside Jurisdiction Golding Homes Limited (202219129) Case 202219129 · Information and data management The complaint is about the resident’s concerns relating to the landlord's handling of his data. 3 Apr 2024 Outside Jurisdiction Sovereign Network Homes (202222809) Case 202222809 · Financial The complaint is about the landlord’s handling of service charges for the property. 27 Mar 2024 Outside Jurisdiction Hammersmith and Fulham Council (202222877) Case 202222877 · Old Property Condition migrated-2025 The complaint concerns: The landlord’s response to the resident’s reports of damp in the property. The landlord’s handling of repairs … 19 Mar 2024 Outside Jurisdiction Town and Country Housing (202317167) Case 202317167 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of repairs to the boiler. 14 Mar 2024 Outside Jurisdiction Leeds City Council (202320179) Case 202320179 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s concerns about the condition of the property at the start … 11 Mar 2024 Outside Jurisdiction Thurrock Council (202208626) Case 202208626 · ASB/Abuse/Nuisance The complaint concerns: The Council’s response to reports of antisocial behaviour. The level of cleanliness and maintenance in communal areas. 6 Mar 2024 Outside Jurisdiction Red Kite Community Housing Limited (202209900) Case 202209900 · Financial The landlord's response to reports of roof tiles falling onto the resident’s partner’s car during a storm. The landlord's delay …