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 202402903 Decision type Investigation Landlord London Borough of Tower Hamlets Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 4 March 2026 Background The property is within a high-rise […]
Decision Case ID 202416740 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 4 March 2026 Background The resident lives in a bedsit and requested […]
Decision Case ID 202507080 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenacy Date 4 March 2026 Background The resident lives in the property with her 2 […]
Decision Case ID 202344937 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 4 March 2026 Background The resident reported an issue with their heating system on 25 […]
Decision Case ID 202426508 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Assured Tenancy Date 04 March 2026 Background 1. During 2024, the resident reported […]
Decision Case ID 202345578 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Applicant Date 4 March 2026 Background The applicant applied for a property the landlord advertised to […]
Decision Case ID 202347389 Decision type Investigation Landlord Torus62 Limited Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 4 March 2026 Background The resident reported a burst water pipe in December 2022. […]
Decision Case ID 202409459 Decision type Investigation Landlord Tower Hamlets Community Housing Landlord type Housing Association Occupancy Assured Tenancy Date 4 March 2026 Background The resident lives in flat below other residents in […]
Decision Case ID 202332631 Decision type Investigation Landlord A2Dominion Housing Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 3 March 2026 Background The resident has lived in a flat since 2000 […]
Decision Case ID 202429373 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 3 March 2026 Background The resident lives in a 7th floor flat. […]
Decision Case ID 202411044 Decision type Investigation Landlord Norwich City Council Landlord type Local Authority / ALMO or TMO Occupancy Introductory Tenancy Date 3 March 2026 Background The resident is vulnerable and has […]
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 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 202412543 Decision type Investigation Landlord City of York Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 19 February 2026 Background In March 2024 the resident reported […]
Decision Case ID 202422243 Decision type Investigation Landlord Amplius Living Landlord type Housing Association Occupancy Shared Ownership Date 18 February 2026 Background The resident purchased his property in March 2024 and has complained that […]
Decision Case ID 202528883 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Leaseholder Date 20 July 2026 Background The resident reported to the landlord on 3 March 2025 that […]
Decision Case ID 202406830 Decision type Investigation Landlord Amplius Living Landlord type Housing Association Occupancy Leaseholder Date 30 January 2026 Background The resident raised a complaint in March 2024 after receiving an invoice of […]
Decision Case ID 202451979 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 28 January 2026 Background The resident moved into the ground floor property in March 2010 and […]
Decision Case ID 202324261 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Leaseholder Date 8 January 2026 Background From March 2020, the resident made repeated requests for service charge breakdowns. On […]
The landlord failed to respond to all aspects of the resident’s complaint such as her concerns about its contractors conduct. This was a missed opportunity to explain its investigation and show that it had taken her concerns seriously and tell her what it found. It only focused on the fact …
Decision Case ID 202504166 Decision type Investigation Landlord Trident Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 18 December 2025 Background The resident’s tenancy began on 14 March 2025 and she raised […]
Decision Case ID 202440780 Decision type Investigation Landlord Settle Group Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background The resident moved into the property in March 2024. During the same […]
Decision Case ID 202504255 Decision type Investigation Landlord Kingston upon Hull City Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 31 March 2026 Background The resident lives in […]
Decision Case ID 202324687 Decision type Investigation Landlord Stonewater Limited Landlord type Housing Association Occupancy Assured Tenancy Date 4 December 2025 Background On 13 March 2023, the landlord notified the resident that the grounds […]
Decision Case ID 202426945 Decision type Investigation Landlord One Housing Group Limited Landlord type Housing Association Occupancy Secure Tenancy Date 26 November 2025 Background The resident lives in a 2 bed maisonette. On 9 March […]
Decision Case ID 202347588 Decision type Investigation Landlord Vivid Housing Limited Landlord type Housing Association Occupancy Assured Tenancy Date 24 November 2025 and reissued on 3 March 2026 Background The elderly resident lives alone […]
Decision Case ID 202330777 Decision type Investigation Landlord Birmingham City Council Landlord type Local Authority Occupancy Secure Tenancy Date 6 November 2025 Background The resident moved into his bungalow on 12 March 2018. Laminate […]
Decision Case ID 202319517 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Assured Tenancy Date 31 October 2025 Background The resident has been an assured tenant of the landlord since March […]
The complaint is about the landlord’s handling of the resident’s: Reports in 2021 about water ingress. Reports in May 2022 that the roof leak had damaged her property. Concerns in 2022 that there were delays with it repairing the roof. Concerns about roof and external repairs required from March 2023.
The resident’s complaint is about: The landlord’s response after March 2022 to the resident’s dissatisfaction with the costs for communal lighting. The landlord’s response prior to March 2022 to the resident’s dissatisfaction with the costs for communal lighting. The increase in service charges.
REPORT COMPLAINT 202334997 Fairhive Homes Limited 31 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
REPORT COMPLAINT 202411781 Arun District Council 28 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
REPORT COMPLAINT 202205078 Metropolitan Thames Valley Housing (MTV) 28 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
REPORT COMPLAINT 202337333 Paragon Asra Housing Limited 28 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
REPORT COMPLAINT 202419288 Sanctuary Housing Association 28 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
REPORT COMPLAINT 202415634 A2Dominion Housing Group Limited 26 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
REPORT COMPLAINT 202312182 Anchor Hanover Group 20 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
REPORT COMPLAINT 202323486 Irwell Valley Housing Association Limited 18 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
REPORT COMPLAINT 202319794 Regenda Limited 7 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]
This complaint is about: The landlord’s intention to increase the service charge at the property. The landlord’s handling of resident’s request for compensation for no heating in his property between 18 October 2022 and 3 March 2023. The landlord’s decision to delay its internal review of its compensation policy. The …
The complaint is about the landlord’s response to the resident’s reports of having no heating or hot water between 8 January 2023 and 21 March 2023. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the: Suitability of the property. Landlord’s handling of the resident’s reports of anti social behaviour (ASB) between March 2023 and September 2023. Landlord's handling of concerns about staff conduct. Landlord’s response to the reports about the condition of the property. Landlord’s response to the concerns raised …
REPORT COMPLAINT 202339149 Southern Housing 6 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]
The complaint is about the landlord’s response to the resident’s reports of: Outstanding ‘void’ repairs at the property (pre-occupancy). Poor workmanship related to the installation of a new kitchen. An unfulfilled subject access request (SAR). Outstanding repairs at the property which it had assessed in March 2021. This report also …
The complaint is about the landlord's handling of: repairs in respect of damp and mould; the subsequent complaint and its offer of compensation in respect of those repairs; the resident’s allegations that the landlord discriminated against him during the license period; the resident’s housing application under Part 6 of the …
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour (ASB) reported up to 19 March 2021; handling of the resident’s reports of ASB reported after 19 March 2021; response to the resident’s concerns that the landlord’s staff racially discriminating against her; complaint handling. The reports …
REPORT COMPLAINT 202006631 Whitefriars Housing Group Limited 30 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
REPORT COMPLAINT 202200713 Great Places Housing Association 2 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
REPORT COMPLAINT 202205550 Bournemouth Churches Housing Association Ltd 1 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
REPORT COMPLAINT 202114590 Yorkshire Housing Limited 1 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
| 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 |