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 202333027 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 19 November 2025 Background The resident was permanently rehoused in September 2025. The […]
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 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 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 […]
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.
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 response to a break-in at the resident’s property.
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 reports of damp and mould.
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 complaint is about:
The complaint is about the landlord’s handling of: Gas repair work required at the property. The resident’s associated complaint.
The complaint is about the landlord’s handling of a leak into the resident’s property from a neighbouring property.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the communal entrance door.
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 the resident’s application to be moved to alternative accommodation. The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s handling of the resident’s: Concerns about the communal lighting. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of outstanding repairs to the bedroom. Associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about the heat supply charges for the property. This investigation has also considered the landlord’s handling of the associated formal 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 request to move. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of repairs to the resident’s windows. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s report of a roof leak.
The complaint is about the landlord’s handling of: a request for CCTV footage. installation of external lighting. The Ombudsman has also considered the landlord’s complaint handling.
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 handling of the resident’s: Reports of leaks, damp and mould and the associated repairs. Associated 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 communication about a kitchen replacement. The Ombudsman has also investigated the landlord’s 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 reports of a leak into their property from the flat above.
This complaint is about the landlord’s handling of the resident’s concerns about the conduct of a member of its staff.
The complaint is about the landlord’s handling of the resident’s: Reports of a roof leak. Associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of a broken front door lock. Associated complaint.
The complaint is about the landlord's handling of the resident's: Reports about the condition of the windows at the start of the tenancy. Associated complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s damaged kitchen floor. The associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s driveway. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s reports of: A loss of heating and hot water. Delays completing repairs to a burst pipe affecting the car park. Delays completing repairs to a communal window.
| 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 |