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 202405752 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 14 October 2025 Background The resident lives in a 2 bedroom house with a garden. The resident […]
The complaint is about the landlord’s handling of the resident’s: reports of repairs to the roof and damp and mould. complaints.
Decision Case ID 202417742 Decision type Investigation Landlord Square Building Trust Limited Landlord type Housing Association Occupancy Assured Tenancy Date 14 October 2025 Background The resident is a tenant of the landlord which is […]
Decision Case ID 202426493 Decision type Investigation Landlord Stonewater Limited Landlord type Housing Association Occupancy Assured Tenancy Date 14 October 2025 Background The resident lives in a 2-bedroom flat with her son. She has […]
Decision Case ID 202332741 Decision type Investigation Landlord A2Dominion Housing Group Limited Landlord type Housing Association Occupancy Shared Ownership Date 9 October 2025 Background The resident lives in a 1 bedroom, third-floor flat. Some […]
The complaint is about the landlord’s handling of issues with the immersion heater and hot water temperature at the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
Decision Case ID 202435463 Decision type Investigation Landlord ForHousing Limited Landlord type Housing Association Occupancy Assured Tenancy Date 13 October 2025 Background The resident lives in a 1-bedroom flat. She has COPD and mental […]
The complaint is about the landlord’s handling of: The resident’s request for a key fob for the car park. The resident’s request for a housing transfer. The resident’s reports concerning a rodent infestation. The resident’s reports concerning electrical safety and her request for a NICEIC test and certificate. The associated …
The complaint is about the landlord’s handling of the resident’s reports of a leak from a neighbouring property.
This complaint is about how the landlord handled repairs to the resident’s front door, and related damp and mould. We have also considered how the landlord handled the complaint.
Decision Case ID 202335927 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 13 October 2025 Background 1. The resident reported damp and mould to the landlord […]
The complaint is about the landlord’s: Response to a leak and associated damp and mould. Complaint handling.
The complaint is about the landlord’s: Response to condensation and the associated damp and mould. Complaint handling.
Decision Case ID 202432745 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Licence Date 13 October 2025 Background Since August 2022 the resident has lived in emergency accommodation run by the […]
The complaint is about: The landlord’s handling of kitchen floor repairs. The landlord’s complaint handling.
Decision Case ID 202419379 Decision type Investigation Landlord Onward Homes Limited Landlord type Housing Association Occupancy Leaseholder Date 13 October 2025 Background The resident lives in a second floor apartment within a block. He has […]
Decision Case ID 202223339 Decision type Investigation Landlord Sage Rented Limited Landlord type For profit Occupancy Assured Tenancy Date 13 October 2025 Background The resident lives in a 2-bedroom house owned by the […]
Decision Case ID 202427040 Decision type Investigation Landlord Saxon Weald Landlord type Housing Association Occupancy Assured Tenancy Date 9 October 2025 Background The resident lives in a 3-bedroom semi-detached house with her 2 children. […]
Decision Case ID 202321426 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 13 October 2025 Background The resident lived in the property which was a 3-bedroom house with […]
Decision Case ID 202401836 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Shared Ownership Date 13 October 2025 Background The resident lives in a 2-bedroom ground floor flat. What the complaint is […]
Decision Case ID 202427982 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 13 October 2025 Background The resident lives in a 1-bedroom house with a storage heating system. […]
The complaint is about the landlord’s response to reports of a neighbour dispute.
The complaint is about how the landlord handled the resident’s: Reports of outstanding repairs at the property. Associated complaint.
Decision Case ID 202413104 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Leaseholder Date 10 October 2025 Background The resident owns the property, a 1-bedroom third floor flat, and […]
Decision Case ID 202430316 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 10 October 2025 Background The resident lives in a 4-bedroom house with her family. What […]
The complaint is about the landlord’s handling of repairs to the resident’s hot water supply.
Decision Case ID 202423189 Decision type Investigation Landlord Dawson Housing Limited Landlord type Housing Association Occupancy Licence Date 10 October 2025 Background The resident lived in the landlord’s supported accommodation from June 2023 until […]
Decision Case ID 202312997 Decision type Investigation Landlord GreenSquareAccord Limited Landlord type Housing Association Occupancy Assured Tenancy Date 10 October 2025 Background 1. The resident lives alone in a 2-bedroom first floor flat in a […]
The resident’s complaint is about the landlord’s handling of: A request for the family to be moved to a new property on medical grounds. Reported anti-social behaviour (ASB). Various repairs within the property. Reports of mould in the property.
Decision Case ID 202427669 Decision type Investigation Landlord London Borough of Hillingdon Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 10 October 2025 Background The resident signed his tenancy on […]
This complaint is about the landlord’s handling of the resident’s reports of water ingress into her property.
The complaint is about the landlord’s handling of: The residents report that the landlord had breached her confidentiality. The residents' safeguarding and support needs following her reports of antisocial behaviour (ASB). The resident’s complaint.
The complaint is about the landlord’s response to the resident’s: Reports of defects to the garden works and kitchen window, the condition of a neighbour’s fence and to the resident’s request for a bollard. Reports of staff conduct and discrimination. Request that it change the position of a boundary wall …
The resident's complaint is about the landlord's communication about insurance and an excess fee. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's response to the resident's reports of a leak, and associated damp and mould. This investigation has also considered the landlord’s complaint handling.
Decision Case ID 202429762 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 10 October 2025 Background The resident lives in a maisonette flat. In April 2024, the resident […]
The complaint is about the landlord’s handling of the resident’s: Rent account and the accuracy of the information it provided. Associated complaint.
The complaint is about how the landlord responded to the resident’s request for an over bath shower adaptation. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s: Handling of boiler repairs in 2022. Response to the resident’s claim it had not given her copies of gas safety certificates. Handling of repairs to communal entrance doors. Response to the resident’s reports about the communal bin area and gardens. Response to her concerns …
Decision Case ID 202426844 Decision type Investigation Landlord Believe Housing Limited Landlord type Housing Association Occupancy Assured Tenancy Date 8 October 2025 Background The resident lived in a 1-bedroom semi-detached bungalow owned by the […]
The resident’s complaint is about the landlord’s handling of: A repair to the property’s intercom system. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports that its contractors damaged her patio doors. The Ombudsman has also considered the landlord’s complaint handling.
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 handling of the resident’s: reports of a pest infestation. associated complaint.
The complaint is about the landlord’s response to antisocial behaviour (ASB), reports, and the resident’s subsequent request to move property.
Decision Case ID 202345962 Decision type Investigation Landlord Karibu Community Homes Limited Landlord type Housing Association Occupancy Shared Ownership Date 9 October 2025 Background The resident is a shared owner with an assured tenancy […]
The complaint is about the landlord’s handling of: The resident’s reports of leaks, damp and mould. The associated complaint.
The complaint is about the landlord’s handling of: Works required to the resident’s bathroom. The formal complaint.
The complaint is about the landlord’s handling of: anti-social behaviour (ASB). damp and mould. pests. repairs. the complaint.
The complaint is about the landlord’s handling of the resident’s reports of low water pressure. The Ombudsman has also considered the landlord’s complaint 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 |