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 202337420 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 12 March 2026 Background The resident’s tenancy was due to start on 21 November […]
Decision Case ID 202531212 Decision type Investigation Landlord LiveWest Homes Limited Landlord type Housing Association Occupancy Shared Ownership Date 12 March 2026 Background The resident purchased the property as a shared owner in 2020, […]
Decision Case ID 202403980 Decision type Investigation Landlord London Borough of Camden Council Landlord type Local Authority Occupancy Secure Tenancy Date 12 March 2026 Background The resident arranged the services of a plumber to […]
Decision Case ID 202307004 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Leaseholder Date 12 March 2026 Background The resident lives on the fourth floor of a block […]
Decision Case ID 202524956 Decision type Investigation Landlord Midland Heart Limited Landlord type Housing Association Occupancy Assured Tenancy Date 12 March 2026 Background The resident has lived at the property since November 2000. In […]
Decision Case ID 202407211 Decision type Investigation Landlord Moat Homes Limited Landlord type Housing Association Occupancy Assured Tenancy Date 12 March 2026 Background The resident lives in first floor flat. The landlord’s records state […]
Decision Case ID 202426546 Decision type Investigation Landlord Newlon Housing Trust Landlord type Housing Association Occupancy Shared Ownership Date 12 March 2026 Background The resident bought a new-build flat in February 2024. The building […]
Decision Case ID 202345114 Decision type Investigation Landlord Orbit Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 12 March 2026 Background The resident complained to the landlord in November 2023. She said […]
Decision Case ID 202504415 Decision type Investigation Landlord Royal Borough Of Greenwich Landlord type Local Authority Occupancy Leaseholder Date 12 March 2026 Background The resident is a leaseholder of a ground floor flat in […]
Decision Case ID 202343688 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 12 March 2026 Background The resident raised concerns with the landlord about its maintenance of […]
Decision Case ID 202505592 Decision type Investigation Landlord Sheffield City Council Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 12 March 2026 Background The resident was a tenant of the property […]
Decision Case ID 202528274 Decision type Investigation Landlord Southwark Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 12 March 2026 Background 1. The resident complained about the landlord’s handling […]
Decision Case ID 202335097 Decision type Investigation Landlord Sovereign Network Group Landlord type Housing Association Occupancy Assured Tenancy Date 12 March 2026 Background Between 2016 and 2023 the landlord recorded the resident accrued rent […]
Decision Case ID 202503047 Decision type Investigation Landlord Torus62 Limited Landlord type Housing Association Occupancy Secure Tenancy Date 12 March 2026 Background The resident accepted a tenancy via a management move on 7 October […]
Decision Case ID 202335100 Decision type Investigation Landlord Believe Housing Limited Landlord type Housing Association Occupancy Assured Tenancy Date 11 March 2026 Background The resident lives in a flat on the first floor and […]
Decision Case ID 202341323 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 11 March 2026 Background The resident lives in a 2-bedroom flat with her partner […]
Decision Case ID 202345595 Decision type Investigation Landlord Cobalt Housing Limited Landlord type Housing Association Occupancy Secure Tenancy Date 11 March 2026 Background The resident has reported guttering, drainpipe, and chimney breast repairs to […]
Decision Case ID 202404849 Decision type Investigation Landlord Habitare Homes Limited Landlord type For profit Occupancy Shared Ownership Date 11 March 2026 Background The resident reported repairs to the landlord a week after she […]
Decision Case ID 202338047 Decision type Investigation Landlord Havebury Homes Landlord type Housing Association Occupancy Assured Tenancy Date 11 March 2026 Background The resident reported damp and mould issues to the landlord and then […]
Decision Case ID 202507491 Decision type Investigation Landlord Incommunities Limited Landlord type Housing Association Occupancy Assured Tenancy Date 11 March 2026 Background The resident lives in a 1-bedroom bungalow owned by the landlord. His […]
Decision Case ID 202521825 Decision type Investigation Landlord London Borough of Camden Council Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 11 March 2026 Background The resident reported damp in the […]
Decision Case ID 202414183 Decision type Investigation Landlord London Borough of Hackney Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 11 March 2026 Background The resident purchased her property in July […]
Decision Case ID 202511623 and 202515782 Decision type Investigation Landlord London Borough of Lambeth Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 11 March 2026 Background The resident lives in […]
Decision Case ID 202336647 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Secure Tenancy Date 11 March 2026 Background In September 2023, the resident reported a bathroom leak […]
Decision Case ID 202404257 Decision type Investigation Landlord Moat Homes Limited Landlord type Housing Association Occupancy Assured Tenancy Date 11 March 2026 Background The resident lives in a first floor flat. In June 2021 […]
Decision Case ID 202329123 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Leaseholder Date 11 March 2026 Background The property is a flat in a block on an estate. In […]
Decision Case ID 202400237 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 11 March 2026 Background The resident lives in a 3-bedroom semi-detached house. She has told […]
Decision Case ID 202523800 Decision type Investigation Landlord Barnsley Metropolitan Borough Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 10 March 2026 Background In 2022 the landlord agreed to […]
Decision Case ID 202530136 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 10 March 2026 Background The resident lives in a 3-bedroom house with her children. […]
Decision Case ID 202325048 Decision type Investigation Member Greenhill Housing Association Member type Housing Association Occupancy Applicant Date 10 March 2026 Background The complaint relates to a prospective housing application with a Private Registered Provider […]
Decision Case ID 202401047 Decision type Investigation Landlord Hyde Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 10 March 2026 Background The resident lives in a house. While repairing the neighbour’s […]
Decision Case ID 202302122 Decision type Investigation Landlord Lancaster City Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 10 March 2026 Background During May 2022 the resident moved to […]
Decision Case ID 202347151 Decision type Investigation Landlord London Borough of Croydon Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 10 March 2026 Background The resident reported recurring problems with […]
Decision Case ID 202346048 Decision type Investigation Landlord London Borough of Hammersmith and Fulham Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 10 March 2026 Background The resident lives in […]
Decision Case ID 202404505 Decision type Jurisdiction Landlord London Borough of Hammersmith and Fulham Landlord type Local Authority Occupancy Secure Tenancy Date 10 March 2026 Background The resident had a joint tenancy with his […]
Decision Case ID 202338280 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Shared Ownership Date 10 March 2026 Background The property is a flat in a block. In August 2022 the […]
Decision Case ID 202450615 and 202520155 Decision type Investigation Landlord Southampton City Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 10 March 2026 Background The resident lives with his […]
Decision Case ID 202329144 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 10 March 2026 Background The resident reported to the landlord that the streetlights serving the […]
Decision Case ID 202524398 Decision type Investigation Landlord Welwyn Hatfield Borough Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 10 March 2026 Background The resident and her partner have […]
The stage 2 response was not aligned with the landlord’s complaints policy. It was dismissive and lacked empathy.
Decision Case ID 202329111 Decision type Investigation Landlord Cheshire West and Chester Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 09 March 2026 Background The resident raised concerns about […]
Decision Case ID 202425390 Decision type Investigation Landlord City of Westminster Council Landlord type Local Authority Occupancy Leaseholder Date 9 March 2026 Background The resident raised concerns about how the landlord’s staff behaved […]
Decision Case ID 202429084 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 09 March 2026 Background The resident has been reporting ASB (Antisocial behaviour) to […]
Decision Case ID 202348268 Decision type Investigation Landlord Leeds City Council Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 9 March 2026 Background The resident lives in a flat in a […]
The landlord significantly delayed responding at stage 2 of its process and failed to demonstrate that it had taken learning from this complaint.
Decision Case ID 202523428 Decision type Investigation Landlord Rooftop Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 9 March 2026 Background The resident’s tenancy began in September 2024. She first reported […]
Decision Case ID 202442295 Decision type Investigation Landlord Southwark Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 09 March 2026 Background The resident made a complaint to the landlord […]
Decision Case ID 202524775 Decision type Investigation Landlord Arhag Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 6 March 2026 Background The resident lives with her daughter, who provides care. The […]
Decision Case ID 202402691 Decision type Investigation Landlord Bristol City Council Landlord type Local Authority Occupancy Secure Tenancy Date 6 March 2026 Background The resident reported damp and mould in her kitchen in March […]
Decision Case ID 202512162 Decision type Investigation Landlord Estuary Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 6 March 2026 Background The property is a flat on the 2nd floor of […]
| 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 |