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 202318374 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Assured Tenancy Date 22 December 2025 Background The resident has reported recurring leaks affecting the bathroom and kitchen in […]
Decision Case ID 202320040 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Leaseholder Date 27 November 2025 Background The landlord uses an External Managing Agent (EMA) to provide services. The resident complained […]
Decision Case ID 202400765 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Assured Tenancy Date 27 November 2025 Background The resident lives with his wife and child. The landlord said it had […]
Decision Case ID 202325539 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 26 November 2025 Background The resident lives in a flat with her adult son and daughter. […]
Decision Case ID 202332699 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Leaseholder Date 25 November 2025 Background The resident is a shared ownership leaseholder of a flat. The resident reported […]
Decision Case ID 202427051 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Leaseholder Date 19 November 2025 Background The property is a 1-bed flat. The resident experienced a leak into the property […]
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 […]
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 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 […]
The complaint is about the landlord’s handling of the resident’s: Request for a new bathroom. Complaint.
The complaint is about the landlord’s handling of: The resident’s tenancy agreement which included issues with: Adherence to a judge’s order. Loss of paperwork. Issuing a new tenancy agreement. Repairs to the: Front door. Heating. Intercom. Bathroom. Windows. Reports of Antisocial Behaviour (ASB). The associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of leaks, bathroom repairs, damp, and mould at the property. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s report of a leak and the damage caused to her flooring, resulting in damp and mould. The associated complaint.
The resident’s complaint is about the landlord’s: Increases in service charges, including for property insurance. Estate management. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of repairs being needed to a communal door, which has led to antisocial behaviour (ASB) and trespassing. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s request for window replacements. The resident’s complaint.
The complaint is about the landlord’s handling of: Works linked to a void space in the hallway ceiling. The resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s stay in temporary accommodation. The resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s dissatisfaction about an annual rent increase. Handling of the resident’s reports of communal issues and a water leak in his property. Complaint handling.
The complaint is about the landlord’s response to the resident’s: Report of drainage repairs. Associated complaint.
The complaint is about the landlord’s handling of the resident’s request to be moved. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about electrical safety. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about: The landlord’s handling of the resident’s queries about service charges and the resident’s concerns that the landlord had mislaid her direct debit form. How the landlord calculated the resident’s service charges. The landlord’s handling of the resident’s data.
The complaint is about the landlord’s handling of the resident’s reports of outstanding repairs and damage to the property following a long term temporary move to carry out major repair works. We have also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s concerns about its service charges including cost of communal lighting being connected to his utility meter.
The resident’s complaint is about the landlord’s handling of issues he reported with the cleaning service in his building, including its decision to share his name and address with its cleaning contractor.
The complaint is about the landlord’s handling of the resident’s: Reports about the upkeep of the communal grounds and facilities. Associated complaint.
The resident’s complaint is about the landlord’s response to his reports that his bedroom is too cold and his request for a rent reduction due to the bedroom being unusable.
This complaint is about the landlord’s handling of: The resident’s reports of no hot water in her property. The associated complaint.
The complaint is about: The landlord’s response to the resident’s concerns about the behaviour of operatives attending his home to complete repairs. The landlord’s complaints handling.
| 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 |