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 202423017 Decision type Investigation Landlord Midland Heart Limited Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident lives in a flat with her partner. They have […]
Decision Case ID 202424182 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 28 November 2025 Background The resident lived in the property with her daughter. The resident […]
There were delays at both stages of the landlord’s complaints process. It asked for an extension at stage 1 but did not show it did at stage 2. It offered compensation but did not explicitly name what its complaint handling failings were, which was a shortcoming. However, the level of …
Decision Case ID 202332089 Decision type Investigation Landlord Paradigm Housing Group Limited Landlord type Housing Association Occupancy Shared Ownership Date 28 November 2025 Background The resident experienced ongoing issues with her property, some of which […]
Decision Case ID 202229691 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident has been a tenant of the landlord since 2010. The […]
Decision Case ID 202311461 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Leaseholder Date 28 November 2025 Background The leaseholders live in a ground floor flat. They raised repeated concerns with the […]
Decision Case ID 202406719 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Shared Ownership Date 28 November 2025 Background The resident is a leaseholder of a 1 bed flat on the […]
Decision Case ID 202405672 Decision type Investigation Landlord Pinnacle Spaces Limited Landlord type For profit Occupancy Assured Shorthold Tenancy Date 28 November 2025 Background The resident has lived in her 6th floor flat since […]
Decision Case ID 202450883 Decision type Investigation Landlord Platform Housing Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident lives in a property with her two young […]
Decision Case ID 202342621 Decision type Investigation Landlord Richmond Housing Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident has lived in her property with her children […]
Decision Case ID 202341112 Decision type Investigation Landlord Royal Borough Of Greenwich Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 28 November 2025 Background The resident is a joint leaseholder of […]
Decision Case ID 202510730 Decision type Investigation Landlord Royal Borough of Kensington and Chelsea Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 28 November 2025 Background The resident’s complaint is […]
Decision Case ID 202411628 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The property is a 3-bedroom house and the resident has lived there […]
Decision Case ID 202412363 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident lived in a one-bedroom flat in a block. He […]
Decision Case ID 202430575 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident’s late father held an assured tenancy with the landlord of […]
Decision Case ID 202430579 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident lived in the property, a flat in a block […]
Decision Case ID 202453379 Decision type Investigation Landlord Sandwell Metropolitan Borough Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 28 November 2025 Background The resident lives in a 1-bed […]
Decision Case ID 202433087 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Date 28 November 2025 Background The resident is an assured tenant of a 2-bedroom house since July 2009. The […]
Decision Case ID 202501001 Decision type Investigation Landlord Southwark Council Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 28 November 2025 Background The resident is a leaseholder of the property. The property […]
Decision Case ID 202504006 Decision type Investigation Landlord Sovereign Network Group Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident lives in a 3 bedroom mid-terrace house with her 3 […]
Decision Case ID 202452282 Decision type Investigation Landlord Stonewater Limited Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident lives in a 3-bedroom house with her 2 children. The resident […]
Decision Case ID 202432723 Decision type Investigation Landlord Swindon Borough Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 28 November 2025 Background The property is a 3-bedroom house. The landlord […]
Decision Case ID 202325460 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident has a contact agreement in place with the landlord […]
Decision Case ID 202342444 Decision type Investigation Landlord Torus62 Limited Landlord type Housing Association Occupancy Leaseholder Date 28 November 2025 Background The resident sublet’s his property and pays the landlord variable service charges. The landlord […]
Decision Case ID 202426374 Decision type Investigation Landlord Vivid Housing Limited Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident raised issues about the condition of the property before moving […]
Decision Case ID 202216151 Decision type Investigation Landlord Wandle Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 The landlord charges the resident a weekly amount. This includes rent and […]
Decision Case ID 202342905 Decision type Investigation Landlord Wythenshawe Community Housing Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The landlord has a record of the resident having a […]
Decision Case ID 202506411 Decision type Investigation Landlord Abri Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 November 2025 Background The property is a 3-bedroom house. The resident asked why his windows […]
Decision Case ID 202504091 Decision type Investigation Landlord Anchor Hanover Group Landlord type Housing Association Occupancy Assured Tenancy Date 27 November 2025 Background The property is a 1 bedroom, ground floor flat in an extra […]
Decision Case ID 202334164 Decision type Investigation Landlord Citizen Housing Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 November 2025 Background The resident moved to her property in December 2022 via a […]
Decision Case ID 202346243 Decision type Investigation Landlord Citizen Housing Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 November 2025 Background The resident lives in a one bedroom flat. He signed the […]
Decision Case ID 202342416 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Leaseholder Date 27 November 2025 Background The resident complained the landlord had not satisfactorily responded to his queries […]
Decision Case ID 202342861 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Leaseholder Date 27 November 2025 Background The resident raised queries about the service charge for fire protection and […]
Decision Case ID 202410434 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 November 2025 Background The resident is a tenant of the landlord in a […]
Decision Case ID 202416211 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 27 November 2025 Background The resident lives in a block of flats. She was […]
Decision Case ID 202442873 Decision type Investigation Landlord Haringey London Borough Council Landlord type Local Authority / ALMO or TMO Occupancy Assured Shorthold Tenancy Date 27 November 2025 Background The resident lives with her […]
Decision Case ID 202414371 Decision type Investigation Landlord Home Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 November 2025 Background The resident and his wife are both wheelchair users. Following an occupational […]
Decision Case ID 202427576 Decision type Investigation Landlord Jigsaw Homes Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 November 2025 Background The resident lives on the ground floor of a low-rise block. […]
Decision Case ID 202330754 Decision type Investigation Landlord Leeds City Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 27 November 2025 Background The resident was unhappy that the landlord had […]
Decision Case ID 202502469 Decision type Investigation Landlord London Borough of Croydon Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 27 November 2025 Background The resident rents her property to a […]
Decision Case ID 202439114 Decision type Investigation Landlord London Borough of Enfield Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 27 November 2025 Background The resident reported damp and mould […]
Decision Case ID 202334994 Decision type Investigation Landlord London Borough of Redbridge Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 27 November 2025 Background In July 2022 the resident reported […]
Decision Case ID 202446833 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Leaseholder Date 27 November 2025 Background The property is a ground floor flat in a block. There are windows […]
Decision Case ID 202505886 Decision type Investigation Landlord Oxford City Council Landlord type Local Authority Occupancy Secure Tenancy Date 27 November 2025 Background The resident lives in a 2-bedroom ground floor flat with two children […]
Decision Case ID 202320146 Decision type Investigation Landlord Paragon Asra Housing Limited Landlord type Housing Association Occupancy Shared Ownership Date 27 November 2025 Background The resident complained following an increase in his variable service charge […]
Decision Case ID 202503097 Decision type Investigation Landlord Rooftop Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 November 2025 Background The resident moved into the property by a mutual exchange. The […]
Decision Case ID 202411019 Decision type Investigation Landlord Southend on Sea City Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 27 November 2025 Background The resident and his family live […]
Decision Case ID 202334016 Decision type Investigation Landlord Sovereign Network Group Landlord type Housing Association Occupancy Assured Tenancy Date 27 November 2025 Background The resident lived in a new build development, which was not adopted […]
Decision Case ID 202440105 Decision type Investigation Landlord Sovereign Network Group Landlord type Housing Association Occupancy Assured Tenancy Date 27 November 2025 Background The resident raised a complaint with the landlord about the condition […]
Decision Case ID 202324456 Decision type Investigation Landlord Stonewater Limited Landlord type Housing Association Occupancy Secure Tenancy Date 27 November 2025 Background The resident lives in a 3 bedroom house with her mother and daughter. […]
| 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 |