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 202320682 Decision type Investigation Landlord London Borough of Enfield Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 30 October 2025 Background At the time of the complaint […]
Decision Case ID 202427718 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Leaseholder Date 30 October 2025 Background The resident occupies a 2-bedroom flat under a shared ownership lease. The resident […]
The complaint is about the landlord’s handling of the resident’s reports of defects, and damp and mould, and response to her request for compensation.
Decision Case ID 202415470 Decision type Investigation Landlord Southwark Council Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 30 October 2025 Background The resident is a leaseholder and signed the lease […]
Decision Case ID 202317700 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Shared Ownership Date 29 October 2025 Background The resident is the shared owner of a flat in a […]
Decision Case ID 202342303 Decision type Investigation Landlord Onward Homes Limited Landlord type Housing Association Occupancy Assured Tenancy Date 29 October 2025 Background The resident was the tenant of the property between February 2018 […]
Decision Case ID 202453272 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Assured Tenancy Date 29 October 2025 Background The resident reports having mobility and mental health issues. The property had […]
Decision Case ID 202336906 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 6 October 2025 Background The resident is an assured tenant of the landlord. The property […]
Decision Case ID 202340567 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 29 October 2025 Background The resident has been an assured tenant of a 3-bedroom semi-detached […]
Decision Case ID 202403515 Decision type Investigation Landlord London Borough of Croydon Landlord type Local Authority Occupancy Secure Tenancy Date 28 October 2025 Background The resident lives in a house. The resident reported to […]
Decision Case ID 202445695 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 28 October 2025 Background The resident lives with her young son in a 2-bedroom […]
Decision Case ID 202333178 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Leaseholder Date 27 October 2025 Background The resident has been a leaseholder of a 3rd floor […]
Decision Case ID 202322841 Decision type Investigation Landlord Midland Heart Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 October 2025 Background In September 2023 the resident signed a tenancy with the landlord […]
Decision Case ID 202402276 Decision type Investigation Landlord Moat Homes Limited Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 27 October 2025 Background At the time of the complaint, the resident was an […]
Decision Case ID 202428752 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Applicant Date 27 October 2025 Background The resident lives in the property with her child, her sibling and […]
Decision Case ID 202334157 Decision type Investigation Landlord City of Westminster Council Landlord type Local Authority Occupancy Secure Tenancy Date 24 October 2025 Updated 14 January 2026 Background The resident experienced a leak from […]
Decision Case ID 202300480 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 24 October 2025 Background The resident is an assured tenant of the property, a 3-bedroom […]
Decision Case ID 202347247 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Secure Tenancy Date 21 October 2025 Background The resident lives in a 2-bedroom semi-detached house with her son. […]
Decision Case ID 202438192 Decision type Investigation Landlord Orbit Housing Association Limited Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 23 October 2025 Background The resident has lived in the property as an assured […]
Decision Case ID 202316938 Decision type Investigation Landlord Royal Borough Of Greenwich Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 23 October 2025 Background The resident was a shared ownership leaseholder […]
Decision Case ID 202334273 Decision type Investigation Landlord Sparrow Shared Ownership Limited Landlord type For profit Occupancy Shared Ownership Date 23 October 2025 Background The resident purchased his share of the property in January 2023. […]
The complaint is about the landlord’s handling of: Repairs to the ceiling. Temporary accommodation for the resident. The Ombudsman has also considered the landlord’s complaint handling.
Decision Case ID 202409868 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 21 October 2025 Background The resident has lived in the 3-bedroom house since 2021. She […]
Decision Case ID 202326338 Decision type Investigation Landlord Southwark Council Landlord type Local Authority Occupancy Secure Tenancy Date 21 October 2025 Background The resident, who has visual and mobility impairments, was required to vacate her […]
The complaint is about the landlord’s handling of its offers of temporary accommodation to the resident during repairs.
Decision Case ID 202337036 Decision type Investigation Landlord Bassetlaw District Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 20 October 2025 Background The resident and his family transferred to […]
Decision Case ID 202441591 Decision type Investigation Landlord Home Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 23 February 2026 Background The resident lives in a 2-bedroom house. The tenancy started in […]
Decision Case ID 202337894 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 17 October 2025 Background The resident lived in a 1-bedroom ground floor flat, and had an […]
Decision Case ID 202344614 Decision type Investigation Landlord Torus62 Limited Landlord type Housing Association Occupancy Assured Tenancy Date 17 October 2025 Background The resident lives in a 4-bedroom inner terrace property with her son. She […]
Decision Case ID 202413337 Decision type Investigation Landlord City of Westminster Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 15 October 2025 Background The resident lives in a 3-bed flat […]
Decision Case ID 202315741 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Leaseholder Date 15 October 2025 Background The resident lives in a 1-bedroom flat in a block. She reported a […]
Decision Case ID 202428874 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 14 October 2025 Background The resident lives in a 2-bedroom 3rd floor flat owned by […]
The complaint is about the landlord’s response to the resident’s concerns about the condition of the property when she moved in.
The complaint is about the landlord’s response to antisocial behaviour (ASB), reports, and the resident’s subsequent request to move property.
The complaint is about the landlord’s approach to moving the resident to alternative accommodation after reports of damp and mould at the property.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB), and his associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of the loss of heating and hot water.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour from his neighbour. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about the structural safety of the property, subsequent repairs and her temporary move. The resident’s complaint.
The complaint is about the landlord’s handling of the condition of the property at the time of the resident’s mutual exchange and the subsequent repairs.
The complaint is about the landlord’s response to the resident’s reports of bed bugs within her flat and in the communal areas of the property The Ombudsman has also considered the landlord’s complaint handling
The complaint is about the landlord’s handling of damp and mould repairs at the property. We have also looked at the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of reports of repairs following a leak at the property.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in her home. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s requests for assistance with his rehousing needs.
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour (ASB). Staff conduct.
This complaint is about the landlord’s handling of repairs related to replastering and a leak from the toilet. We have also investigated the landlord’s complaint handling.
This complaint is about the landlord’s handling of repairs to the extractor fan and its response to the resident’s additional concerns. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to reports about repair issues at the property.
| 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 |