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.
Decision Case ID 202526719 Decision type Investigation Landlord Two Rivers Housing Landlord type Housing Association Occupancy Assured Tenancy Date 3 March 2026 Background The resident lives in a 3-bedroom bungalow. She reported ongoing damp […]
Decision Case ID 202450403 Decision type Investigation Landlord Abri Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 February 2026 Background The resident raised concerns about several neighbours’ dogs barking in November 2023. […]
The landlord delayed in responding to the resident’s complaint but explained that this was because her complaint was complex. It appropriately sought extensions and replied in full to all her points.
Decision Case ID 202530773 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 February 2026 Background The resident lives in a 2-bedroom open-plan property with […]
Decision Case ID 202443980 Decision type Investigation Landlord Chelmer Housing Partnership Limited Landlord type Housing Association Occupancy Secure Tenancy Date 27 February 2026 Background The resident told the landlord that her neighbour was causing […]
Decision Case ID 202524178 Decision type Investigation Landlord GreenSquareAccord Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 February 2026 Background The resident reported repairs to her landlord including a broken back […]
Decision Case ID 202314832 Decision type Investigation Landlord Hyde Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 February 2026 Background The property is a 3-bedroom ground-floor maisonette that the resident […]
Decision Case ID 202346910 Decision type Investigation Landlord Incommunities Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 February 2026 Background The resident asked the landlord to erect higher fencing in his front […]
Decision Case ID 202409286 Decision type Investigation Landlord Incommunities Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 February 2026 Background The resident raised concerns with the landlord about staff conduct and […]
Decision Case ID 202334444 Decision type Investigation Landlord London Borough of Islington Landlord type Local Authority Occupancy Secure Tenancy Date 27 February 2026 Background The resident lives with her adult son who has severe […]
Decision Case ID 202527711 Decision type Investigation Landlord London Borough of Lewisham Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 27 February 2026 Background The property is a flat in a […]
Decision Case ID 202417059 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Secure Tenancy Date 27 February 2026 Background In 2023 the resident reported that a bedroom […]
Decision Case ID 202525161 Decision type Investigation Landlord Moat Homes Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 February 2026 Background The resident lives in a new-build flat. She has asthma and […]
There were minor delays in the landlord’s complaint handling. These caused no detriment to the overall outcome.
Decision Case ID 202305960 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 27 February 2026 Background The resident lives in a 2-bedroom house with her son who […]
Decision Case ID 202303413 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Shared Ownership Date 27 February 2026 Background Under the lease agreement, the resident pays variable service charges. In March 2023 […]
Decision Case ID 202523703 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Secure Tenancy Date 27 February 2026 Background The resident’s property is a 2-bedroom house. She lives in the property […]
The landlord acknowledged its delays in the handling of the complaint. It apologised and offered redress in line with our remedies guidance.
Decision Case ID 202518594 Decision type Investigation Landlord Rykneld Homes Limited Landlord type Housing Association Occupancy Secure Tenancy Date 27 February 2026 Background The resident lives in a 2-bedroom house owned by the local council. […]
Decision Case ID 202507149 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Secure Tenancy Date 27 February 2026 Background The resident complained about damp and mould in his daughter’s bedroom, […]
Decision Case ID 202516755 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 27 February 2026 Background The resident lives in a flat which needed a replacement kitchen […]
Decision Case ID 202423429 Decision type Investigation Landlord Thrive Homes Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 February 2026 Background The resident has been a tenant of the landlord since September […]
Decision Case ID 202523824 Decision type Investigation Landlord Torus62 Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 February 2026 Background The resident lives in a 2 bedroom house with her 2 […]
Decision Case ID 202228112 Decision type Investigation Landlord West Northamptonshire Council Landlord type Local authority Occupancy Secure tenancy Date 27 February 2026 Background The resident, who has vulnerabilities, moved to her home through […]
Decision Case ID 202347827 Decision type Investigation Landlord Woking Borough Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 27 February 2026 Background The resident lives in the property with his […]
Decision Case ID 202423517 Decision type Investigation Landlord Your Housing Group Limited Landlord type Housing Association Occupancy Leaseholder Date 27 February 2026 Background The resident contacted the landlord as he was unhappy with the […]
Decision Case ID 202520334 Decision type Investigation Landlord Abri Group Limited Landlord type Housing Association Occupancy Shared Ownership Date 26 February 2026 Background The resident purchased a 75% share of the property in […]
Decision Case ID 202409039 Decision type Investigation Landlord City of Westminster Council Landlord type Local Authority / ALMO or TMO Occupancy Assured Shorthold Tenancy Date 26 February 2026 Background The resident, her partner, and […]
Decision Case ID 202343079 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 26 February 2026 Background On 21 November 2023, the resident signed the tenancy for […]
The landlord issued its complaint responses in a timely manner, but its stage 1 response did not clearly set out the scope of its investigation or fully explain its reasoning. Although the landlord acknowledged these failings at stage 2 and offered £50 in compensatory redress, it did not clearly outline …
Decision Case ID 202442332 Decision type Investigation Landlord Legal and General Affordable Homes Limited Landlord type For profit Occupancy Assured Shortlhold Tenancy Date 26 February 2026 The resident complained to the landlord about how […]
Decision Case ID 202338791 Decision type Investigation Landlord LiveWest Homes Limited Landlord type Housing Association Occupancy Assured Tenancy Date 26 February 2026 Background The resident is unhappy that, despite repairs carried out by […]
Decision Case ID 202501043 Decision type Investigation Landlord London Borough of Lewisham Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 26 February 2026 Background The resident lives in a […]
Decision Case ID 202427434 Decision type Investigation Landlord Midland Heart Limited Landlord type Housing Association Occupancy Assured Tenancy Date 26 February 2026 Background The property is a 2-bedroom house with a garden. In June 2020, […]
Decision Case ID 202315084 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 26 February 2026 Background The property is in a block of flats. Between April 2024 […]
Decision Case ID 202339021 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 26 February 2026 Background The resident reported noise nuisance in February 2021. This was linked […]
Decision Case ID 202345914 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 26 February 2026 Background The resident raised concerns about her service charges with her housing […]
Decision Case ID 202347192 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 27 February 2026 Background The resident first reported uneven flooring to the landlord in 2020. […]
Decision Case ID 202424882 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 26 February 2026 Background The resident complained about the landlord’s handling of multiple repair issues. […]
Decision Case ID 202441353 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 26 February 2026 Background The resident reported intermittent hot water supply in around July […]
Decision Case ID 202519335 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 26 February 2026 Background The resident has health conditions, including respiratory problems. She moved into […]
Decision Case ID 202423539 Decision type Investigation Landlord One Vision Housing Limited Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 26 February 2026 Background The resident lives in a 2‑bedroom upper flat owned […]
Decision Case ID 202324676 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Shared Ownership Date 26 February 2026 Background The property is a flat in a block. The freehold of the […]
Decision Case ID 202451579 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Assured Tenancy Date 27 February 2026 Background The resident reported mould in her bathroom in January 2024. She continued to […]
Decision Case ID 202301971 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 26 February 2026 Background The resident lives in a supported living property which came with […]
Decision Case ID 202433197 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 26 February 2026 Background In June 2024 the resident reported issues with her boiler, and […]
Decision Case ID 202515848 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 26 February 2026 Background The resident raised concerns about water coming into her property […]
Decision Case ID 202318574 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 26 February 2026 Background The resident lived with her family in a cul-de-sac estate where […]
The landlord delayed both stage 1 and stage 2 responses, and the resident had to chase for updates. It acknowledged the stage 1 delay but did not acknowledge that the stage 2 response was outside the timescale.
Decision Case ID 202453402 Decision type Investigation Landlord Southwark Council Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 26 February 2026 Background The resident raised a formal complaint with the landlord […]
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |