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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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14 Feb 2023 Outside Jurisdiction One Housing Group Limited (202210259) Case 202210259 · Financial The complaint is about: The response provided on the resident’s request for copies of invoices and receipts from service charges … 12 Jan 2023 Outside Jurisdiction Citizen Housing (202202753) Case 202202753 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s request to be rehoused. 5 Dec 2022 Outside Jurisdiction One Housing Group Limited (202203250) Case 202203250 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of heating problems in the resident’s home. 10 Nov 2022 Outside Jurisdiction Westminster City Council (202111805) Case 202111805 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to repairs to a leasehold property. 31 Oct 2022 Outside Jurisdiction Newlon Housing Trust (202205679) Case 202205679 · Moving/Buying/Selling Home The complaint is about the accuracy of the landlord’s advertisement for the property that the resident bid on and subsequently … 31 Oct 2022 Outside Jurisdiction Peabody Trust (202117911) Case 202117911 · Old Property Condition migrated-2025 The complaint is about: The landlord's handing of repairs to the leaking pipework in the bathroom, which caused damaged to … 28 Oct 2022 Outside Jurisdiction Abri Group Limited (202203225) Case 202203225 · Managing Relations The complaint is about the landlord's actions following the death of the resident’s neighbour. 27 Oct 2022 Outside Jurisdiction Notting Hill Genesis (202114098) Case 202114098 · Financial REPORT COMPLAINT 202114098 Notting Hill Genesis 27 October 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 25 Oct 2022 Outside Jurisdiction Peabody Trust (202119308) Case 202119308 · Estate Management This complaint concerns the landlord’s handling of the resident’s dispute of a parking fine. 27 Sep 2022 Outside Jurisdiction Kingston upon Thames Council (202116748) Case 202116748 · Managing Relations The complaint is about the Council’s handling of the resident’s reports concerning staff members who she considers did not treat … 14 Sep 2022 Outside Jurisdiction Thames Valley Housing Association Limited (202017426) Case 202017426 · Old Property Condition migrated-2025 The complaint is about the delay in completing the renewal of the resident’s bathroom and kitchen. 4 Sep 2022 Outside Jurisdiction Clarion Housing Association Limited (202205716) Case 202205716 · Managing Relations REPORT COMPLAINT 202205716 Clarion Housing Association Limited 4 September 2022 Our approach What we can and cannot consider is called … 31 Aug 2022 Outside Jurisdiction Birmingham City Council (202111917) Case 202111917 · Old Property Condition migrated-2025 The complaint concerns the Council’s response to the resident’s reports of a leak from the shower causing a hole in … 24 Aug 2022 Outside Jurisdiction LiveWest Homes Limited (202202129) Case 202202129 · Moving/Buying/Selling Home The complaint concerns information about the ‘right to buy’ provided by the landlord when the property was let to the … 19 Aug 2022 Outside Jurisdiction Tower Hamlets Homes (202205210) Case 202205210 · Financial The resident’s complaint is about major works carried out at the resident’s building, specifically: The landlord has failed to fulfil … 16 Aug 2022 Outside Jurisdiction Thurrock Council (202116791) Case 202116791 · Managing Relations REPORT COMPLAINT 202116791 Thurrock Council 16 August 2022 Our approach What we can and cannot consider is called the Ombudsman’s … 10 Aug 2022 Outside Jurisdiction Waltham Forest Council (202111795) Case 202111795 · ASB/Abuse/Nuisance This complaint is about the Council’s response to the resident’s report of an incident of anti-social behaviour (ASB) on 9 … 27 Jul 2022 Outside Jurisdiction Kirklees Council (202016387) Case 202016387 · Financial The complaint is regarding the landlord’s response to the resident’s: Concerns over damaged asbestos in the property. Request for compensation. 4 Jul 2022 Outside Jurisdiction Freebridge Community Housing Limited (202123596) Case 202123596 · Information and data management The complaint is about the landlord’s response to the resident’s request to view its shareholder register and its response to … 30 Jun 2022 Outside Jurisdiction Sovereign Housing Association Limited (202011507) Case 202011507 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of fumes entering his property. 29 Jun 2022 Outside Jurisdiction Nottingham Community Housing Association Limited (202125023) Case 202125023 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports about: Allegations made about him that led to the … 27 Jun 2022 Outside Jurisdiction Lambeth Council (202007851) Case 202007851 · Moving/Buying/Selling Home The resident complains about the handling of their application for re-housing. 23 Jun 2022 Outside Jurisdiction Hackney Council (202200110) Case 202200110 · Moving/Buying/Selling Home The complaint concerns the council’s assessment of the resident’s housing needs, and its bidding process for housing. 20 Jun 2022 Outside Jurisdiction Melton Borough Council (202126131) Case 202126131 · Managing Relations The complaint concerns the following issue: The council’s categorisation of the resident as an unreasonably persistent and vexatious customer.The council’s … 13 Jun 2022 Outside Jurisdiction Hounslow Council (202009297) Case 202009297 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s requests for rehousing and adaptations. 26 May 2022 Outside Jurisdiction Clarion Housing Association Limited (202008909) Case 202008909 · Financial The complaint relates to the landlord’s response to concerns raised about the service charges for 2019/2020. 10 May 2022 Outside Jurisdiction Onward Homes Limited (202110847) Case 202110847 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s request to be rehoused for her medical conditions. 29 Apr 2022 Outside Jurisdiction Thirteen Housing Group Limited (202111696) Case 202111696 · Financial The complaint is about the landlord’s handling of: complaints about the resident’s wife’s former property. the charges for the resident’s … 28 Apr 2022 Outside Jurisdiction Islington Council (202103136) Case 202103136 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of kitchen repairs and pest proofing work to the resident’s property. 26 Apr 2022 Outside Jurisdiction Derwent Housing Association Limited (202106364) Case 202106364 · Financial This complaint is about the service charge relating to drainage repairs. 22 Apr 2022 Outside Jurisdiction Peabody Trust (202108708) Case 202108708 · Estate Management The complaint is about the landlord’s request to the complainant to remove the concrete he laid in the communal garden. 12 Apr 2022 Outside Jurisdiction Camden Council (202109853) Case 202109853 · Estate Management The complaint is about the landlord’s response to the resident’s concerns about parking management on their estate. 12 Apr 2022 Outside Jurisdiction Deptford Housing Co-operative Limited (202117025) Case 202117025 · Information and data management The complaint concerns the landlord’s response to comments made about the resident’s occupancy during a special general meeting. 12 Apr 2022 Outside Jurisdiction Inclusion Housing Community Interest Company (202125009) Case 202125009 · Financial The complaint is about the resident’s request for the landlord to write off their rent arrears. 12 Apr 2022 Outside Jurisdiction Karbon Homes Limited (202118373) Case 202118373 · Estate Management The complaint concerns whether the lease provides right of access over the garden. 12 Apr 2022 Outside Jurisdiction Shepherds Bush Housing Association Limited (202103675) Case 202103675 · Old Estate Management categories The complaint concerns the landlord’s handling of repairs. 8 Apr 2022 Outside Jurisdiction A2Dominion Homes Limited (201903686) Case 201903686 · Old Property Condition migrated-2025 The complaint is about the condition of the property when it was let to the resident. 8 Apr 2022 Outside Jurisdiction Clarion Housing Association Limited (202120354) Case 202120354 · Financial The complaint concerns the resident’s liability for rent following the end of the tenancy. 8 Apr 2022 Outside Jurisdiction The Guinness Partnership Limited (202101375) Case 202101375 · Financial The complaint concerns damage caused to the resident’s car. 7 Apr 2022 Outside Jurisdiction Sovereign Housing Association Limited (202115743) Case 202115743 · Health and Safety (inc. building safety) The complaint concerns the resident’s belief that their former property was unsafe. 7 Apr 2022 Outside Jurisdiction WATMOS Community Homes (202125332) Case 202125332 · Financial The complaint is about the resident’s liability to pay for the cost of electricity used by the landlord when repairing … 6 Apr 2022 Outside Jurisdiction Barking and Dagenham Council (202113031) Case 202113031 · Estate Management The Council’s decision to extend a controlled parking scheme to include the area where the resident lives. 6 Apr 2022 Outside Jurisdiction Guildford Borough Council (202123338) Case 202123338 · ASB/Abuse/Nuisance The complaint concerns the landlord’s handling of reports of unacceptable behaviour made against the resident. 5 Apr 2022 Outside Jurisdiction Birmingham City Council (202117808) Case 202117808 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the residents request that it gift them their existing property. 5 Apr 2022 Outside Jurisdiction Saxon Weald (202111536) Case 202111536 · Moving/Buying/Selling Home The resident is a leaseholder and owns a flat in a purpose built housing scheme. Their complaint concerns the following … 4 Apr 2022 Outside Jurisdiction Lambeth Council (202101806) Case 202101806 · Occupancy Rights The complaint concerns the resident’s application to succeed their late father’s tenancy. 1 Apr 2022 Outside Jurisdiction Anchor Hanover Group (202122869) Case 202122869 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of damage to their possessions following a leak. 1 Apr 2022 Outside Jurisdiction Clarion Housing Association Limited (201915800) Case 201915800 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the resident’s boiler. 31 Mar 2022 Outside Jurisdiction Birmingham City Council (202110459) Case 202110459 · Old Property Condition migrated-2025 The complaint concerns rewiring works completed in January 2020. 31 Mar 2022 Outside Jurisdiction Camden Council (201904469) Case 201904469 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of noise disturbance.