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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
19 Jan 2022 Outside Jurisdiction Citizen Housing (202016120) Case 202016120 · Financial The complaint is about the level of the service charge and the explanation provided by the landlord for its increases. 14 Jan 2022 Outside Jurisdiction Birmingham City Council (202106816) Case 202106816 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s concerns regarding his boiler, pests in his property and increased … 13 Jan 2022 Outside Jurisdiction Clarion Housing Association Limited (202119314) Case 202119314 · Financial The complaint concerns the landlords handling of the resident’s request for a refund of service charges. 10 Jan 2022 Outside Jurisdiction Lambeth Council (202008325) Case 202008325 · Financial The landlord’s response to the resident’s query about a change in the terms of the tenancy agreement (where all charges … 7 Jan 2022 Outside Jurisdiction Lewes District Council (202107034) Case 202107034 · Financial The complaint is about the landlord’s decision to charge the resident for planned repair works to the building his property … 4 Jan 2022 Outside Jurisdiction Doncaster Metropolitan Borough Council (202010560) Case 202010560 · Old Property Condition migrated-2025 The condition of the former property at the commencement of the tenancy and the landlord's handling of the subsequent repairs. … 30 Dec 2021 Outside Jurisdiction Canterbury City Council (202102194) Case 202102194 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s concerns about asbestos in the property. 30 Dec 2021 Outside Jurisdiction Leeds City Council (202109840) Case 202109840 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the residents’ request to carry out work to resolve a flooding issue … 22 Dec 2021 Outside Jurisdiction GreenSquareAccord Limited (202012331) Case 202012331 · Financial The complaint concerns the following issues: 21 Dec 2021 Outside Jurisdiction Dudley Metropolitan Borough Council (202102362) Case 202102362 · Moving/Buying/Selling Home The complaint is about the local authority’s decision not to grant the resident the right to buy. 17 Dec 2021 Outside Jurisdiction Cottsway Housing Association Limited (202119656) Case 202119656 · Old Property Condition migrated-2025 The complaint is about: The condition of the property when it was let. The landlords handling of the resident’s request … 14 Dec 2021 Outside Jurisdiction Torus62 Limited (202100229) Case 202100229 · Moving/Buying/Selling Home The resident’s complaint is about: The valuation of the property carried out during the staircasing process. The landlord’s handling of … 13 Dec 2021 Outside Jurisdiction Ealing Council (202118784) Case 202118784 · Moving/Buying/Selling Home The complaint concerns the Council’s decision about a management transfer request made in 2006. 13 Dec 2021 Outside Jurisdiction Gentoo Sunderland Ltd (202108681) Case 202108681 · Financial REPORT COMPLAINT 202108681 Gentoo Sunderland Ltd 13 December 2021 Our approach What we can and cannot consider is called the … 13 Dec 2021 Outside Jurisdiction London Borough of Redbridge (202115867) Case 202115867 · ASB/Abuse/Nuisance The complaint concerns the resident’s reports of antisocial behaviour. 13 Dec 2021 Outside Jurisdiction Midland Heart Limited (201915568) Case 201915568 · Old Property Condition migrated-2025 The complaint concerns the landlord’s compliance with an out of court settlement for disrepair. 10 Dec 2021 Outside Jurisdiction Bernicia Group (202114716) Case 202114716 · Financial The complaint concerns the landlord’s handling of the resident’s reports their fridge freezer was damaged following an electrical test. 10 Dec 2021 Outside Jurisdiction Longhurst Group Limited (202015184) Case 202015184 · Estate Management The complaint concerns the landlord’s handling of the resident’s concerns about the safety of their garden. 9 Dec 2021 Outside Jurisdiction Westminster City Council (202113783) Case 202113783 · Moving/Buying/Selling Home The complaint concerns the council’s decision that the resident must repay the Right to Buy discount when they sell their … 4 Dec 2021 Outside Jurisdiction Clarion Housing Association Limited (202012470) Case 202012470 · Information and data management The complaint is about the resident’s concerns that the landlord disclosed information about them to a neighbour. 3 Dec 2021 Outside Jurisdiction Anchor Hanover Group (202015214) Case 202015214 · Financial This complaint is about the landlord’s handling of the resident’s concerns about the increase in his service charges and the … 3 Dec 2021 Outside Jurisdiction Southwark Council (202119989) Case 202119989 · Local Authority / ALMO or TMO The complaint concerns the resident’s dissatisfaction with a phone call made by the landlord’s rent team. 3 Dec 2021 Outside Jurisdiction Southwark Council (202119990) Case 202119990 · Local Authority / ALMO or TMO The complaint concerns the landlord’s response to a leak from the property above. 3 Dec 2021 Outside Jurisdiction St Peter’s Saltley Housing Association Limited (202012286) Case 202012286 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of the resident’s concerns about the plastering works and his report of damage … 30 Nov 2021 Outside Jurisdiction Croydon Council (202009684) Case 202009684 · Local Authority / ALMO or TMO This complaint is about the landlord’s handling of the resident’s noise nuisance reports. 25 Nov 2021 Outside Jurisdiction Folkestone & Hythe District Council (202013935) Case 202013935 · Moving/Buying/Selling Home The complaint is about the landlord’s banding decision following the applicant’s request to be rehoused. 25 Nov 2021 Outside Jurisdiction Southwark Council (202014617) Case 202014617 · Local Authority / ALMO or TMO The complaint relates to the landlord’s decision to ask the resident to pay for heating and hot water costs and … 24 Nov 2021 Outside Jurisdiction Watford Community Housing Trust (202103329) Case 202103329 · Old Property Condition migrated-2025 REPORT COMPLAINT 202103329 Watford Community Housing Trust 24 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 23 Nov 2021 Outside Jurisdiction Croydon Council (202004277) Case 202004277 · Local Authority / ALMO or TMO This complaint is about the landlord’s handling of mutual exchange applications made by the resident. In particular, the resident states: … 22 Nov 2021 Outside Jurisdiction Bristol City Council (202012780) Case 202012780 · Local Authority / ALMO or TMO This complaint is about the landlord’s response to the complainant’s reports of anti-social behaviour (ASB) involving several neighbours and counter-allegations … 22 Nov 2021 Outside Jurisdiction Clarion Housing Association Limited (202008587) Case 202008587 · Financial The complaint is about: The level of service charges and the affordability of those charges. Issues with the correct level … 20 Nov 2021 Outside Jurisdiction Anchor Hanover Group (202105451) Case 202105451 · Estate Management The complaint is about the landlord’s handling of the resident’s concerns regarding: The quality of garden maintenance carried out at … 19 Nov 2021 Outside Jurisdiction Metropolitan Housing Trust Limited (202011982) Case 202011982 · Old Property Condition migrated-2025 This complaint is about the landlord’s decision to change the energy supplier for the provision of communal heating in the … 18 Nov 2021 Outside Jurisdiction Kingston upon Thames Council (202007990) Case 202007990 · Local Authority / ALMO or TMO REPORT COMPLAINT 202007990 Kingston upon Thames Council 18 November 2021 Our approach What we can and cannot consider is called … 18 Nov 2021 Outside Jurisdiction One Housing Group Limited (202106911) Case 202106911 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s concerns about the actions of the Residents’ Association. 17 Nov 2021 Outside Jurisdiction Southwark Council (202003038) Case 202003038 · Local Authority / ALMO or TMO The resident complains about: damage to the property caused by work in 2017. the landlord’s movement of funds on his … 16 Nov 2021 Outside Jurisdiction Thames Valley Housing Association Limited (202108098) Case 202108098 · Information and data management The complaint is about the landlord’s handling of the resident’s formal complaint about its response to her subject access request. 15 Nov 2021 Outside Jurisdiction Irwell Valley Housing Association Limited (202111977) Case 202111977 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the sale of the resident’s shared ownership property. 15 Nov 2021 Outside Jurisdiction North Kesteven District Council (202109476) Case 202109476 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of drainage issues at their property. 15 Nov 2021 Outside Jurisdiction Settle Group (202107882) Case 202107882 · Occupancy Rights The complaint is about the landlord’s decision to rent an area of land near the resident’s home to private owners. 15 Nov 2021 Outside Jurisdiction Southern Housing Group Limited (202011557) Case 202011557 · Old Property Condition migrated-2025 The complaint concerns the landlord’s response to reports of repairs to the resident’s garage. 12 Nov 2021 Outside Jurisdiction Hammersmith and Fulham Council (202107874) Case 202107874 · Local Authority / ALMO or TMO The complaint concerns the landlord’s handling of antisocial behaviour – specifically that the resident has been denied access to the … 11 Nov 2021 Outside Jurisdiction Clarion Housing Association Limited (202015742) Case 202015742 · Financial REPORT COMPLAINT 202015742 Clarion Housing Association Limited 11 November 2021 Our approach What we can and cannot consider is called … 11 Nov 2021 Outside Jurisdiction Haringey Council (202108571) Case 202108571 · Local Authority / ALMO or TMO The complaint concerns the landlord’s handling of the resident’s concerns that they are being overcharged on rent for their garages. 11 Nov 2021 Outside Jurisdiction Lambeth Council (202012855) Case 202012855 · Local Authority / ALMO or TMO The leaseholder complains about the landlord’s handling of the section 20 consultation process, and the level, reasonableness, and increase of … 11 Nov 2021 Outside Jurisdiction London & Quadrant Housing Trust (202016830) Case 202016830 · Financial The complaint concerns the landlord’s response to enquiries the resident has made about their liability to pay a service charge … 5 Nov 2021 Outside Jurisdiction Wandle Housing Association Limited (202017622) Case 202017622 · Financial The landlord’s handling of the resident’s reports they were missold their property due to the increase and level of service … 3 Nov 2021 Outside Jurisdiction Kingston upon Thames Council (202116743) Case 202116743 · Local Authority / ALMO or TMO The complaint concerns the Council’s Environmental Health Department’s response to the complainant’s request for noise monitoring equipment and the outcome … 3 Nov 2021 Outside Jurisdiction The Riverside Group Limited (202006904) Case 202006904 · Financial The complaint concerns the level of service charges. 2 Nov 2021 Outside Jurisdiction Exeter City Council (202110849) Case 202110849 · Local Authority / ALMO or TMO The complaint concerns the landlord’s request that a partition wall is reinstated.