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Housing Ombudsman Decisions

16,595 total decisions 12,049 maladministration found 2,256 no maladministration 164 severe cases

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.

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Top landlords by volume

Decision counts
Clarion Housing Association Limited 826
London & Quadrant Housing Trust 555
Peabody Trust 533
London & Quadrant Housing Trust (L&Q) 488
Sanctuary Housing Association 365
Hyde Housing Association Limited 318

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Severe Maladministration (164) Maladministration (6,534) Partial (5,351) No Maladministration (2,256) Reasonable Redress (1,440) Mediation (235) Outside Jurisdiction (590)

Common topics (last 2 years)

association occupancy background investigation limited tenancy assured london lives borough council group local authority november secure trust bedroom property december

Top landlords

Clarion Housing Association Limited (826) London & Quadrant Housing Trust (555) Peabody Trust (533) London & Quadrant Housing Trust (L&Q) (488) Sanctuary Housing Association (365) Hyde Housing Association Limited (318) Metropolitan Thames Valley Housing (MTV) (318) The Guinness Partnership Limited (306) Southern Housing (288) Southwark Council (271) Notting Hill Genesis (243) A2Dominion Housing Group Limited (242)
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Showing 2,293 of 16,595 decisions matching "London "

Decisions

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8 Feb 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202214474) Case 202214474 · Managing Relations The resident’s complaint is about the landlord’s handling of: the replacement bedroom flooring; the complaint, including compensation offered. 8 Feb 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202218385) Case 202218385 · Managing Relations This complaint is about the landlord’s handling of: The resident’s reports of repair to the shower seat in her adapted … 7 Feb 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202124688) Case 202124688 · Estate Management The complaint is about the landlords handling of the resident’s: Reports of window repairs. Reports of issues in the communal … 7 Feb 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202209957) Case 202209957 · Financial The complaint is about the landlord’s response to the resident’s concerns about: Paying the same service charge for a concierge … 6 Feb 2024 Maladministration London Borough of Enfield (202230676) Case 202230676 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour. Complaint handling. 1 Feb 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202201317) Case 202201317 · Managing Relations The complaint is about the landlord’s response to: Multiple repairs to the resident’s: Kitchen. Bathroom. Master bedroom. Guttering. Boiler. The … 31 Jan 2024 Maladministration Haringey London Borough Council (202217942) Case 202217942 · Managing Relations The complaint is about the landlord’s handling of the resident’s report about the conduct of a repair’s operative. The landlord’s … 31 Jan 2024 Partial Maladministration London Borough of Ealing (202209234) Case 202209234 · Financial The complaint is about: The landlord’s handling of the resident’s reports of leaks from a neighbouring property. The landlord’s handling … 31 Jan 2024 Partial Maladministration London Borough of Hackney (202126095) Case 202126095 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to reports about disrepair. The landlord’s response to safeguarding concerns. The landlord’s handling … 31 Jan 2024 Maladministration London Borough of Hackney (202229637) Case 202229637 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of loss of heating and hot water in her … 31 Jan 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202207197) Case 202207197 · Health and Safety (inc. building safety) The complaint is about: The landlord’s response to concerns raised by the resident about the quality of the gas safety … 31 Jan 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202214856) Case 202214856 · Information and data management The complaint is about: The landlord’s response to the resident’s reports of a rodent infestation and its handling of a … 30 Jan 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202202309) Case 202202309 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of multiple outstanding repairs, mostly as a result of … 30 Jan 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202206684) Case 202206684 · Managing Relations The complaint is about: The landlord’s handling of the resident’s request for trunking to be removed from her property and … 30 Jan 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202212405) Case 202212405 · Managing Relations The complaint is about the landlord’s handling of: Reported smells that affected the resident’s property. The replacement of the kitchen … 26 Jan 2024 Partial Maladministration Haringey London Borough Council (202222316) Case 202222316 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of: Repair issues in the property, including damp and … 26 Jan 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202203840) Case 202203840 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of a leak. The landlord’s complaint handling. 26 Jan 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202214632) Case 202214632 · Managing Relations This complaint is about the landlord’s handling of: The resident’s concerns about the condition of the bathroom walls and the … 25 Jan 2024 Partial Maladministration London Borough of Ealing (202210408) Case 202210408 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered … 25 Jan 2024 Maladministration London Borough of Redbridge (202125195) Case 202125195 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Concerns about leaks, damp and mould, and the associated repairs. … 24 Jan 2024 Maladministration London Borough of Hackney (202205960) Case 202205960 · Information and data management The complaint is about: The landlord’s handling of repairs. The landlord’s response to the resident’s request for adaptations. The landlord’s … 23 Jan 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202204724) Case 202204724 · Managing Relations The complaint is about the resident’s reports concerning the landlord’s handling of: Repairs required at the property including cracks in … 22 Jan 2024 Partial Maladministration London Borough of Barking and Dagenham (202208581) Case 202208581 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance from a neighbour. The landlord’s communication … 18 Jan 2024 Maladministration London Borough of Hackney (202227824) Case 202227824 · Managing Relations The complaint is about the landlord’s handling of reports of a defective kitchen window. The Ombudsman has also considered the … 17 Jan 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202219440) Case 202219440 · Estate Management The complaint is about the landlord’s handling of: The resident’s transfer request. Repairs and ongoing maintenance to the lift within … 16 Jan 2024 Maladministration London Borough of Ealing (202210459) Case 202210459 · Managing Relations The complaint is about: The landlord’s handling of the resident’s report of a leak at his property. The landlord’s complaint … 11 Jan 2024 Partial Maladministration London Borough of Barking and Dagenham (202117636) Case 202117636 · Financial The complaint is about the landlord’s: Handling of repairs at the resident’s property. Handling of reports of pest infestation. Decision … 11 Jan 2024 Partial Maladministration London Borough of Croydon (202214040) Case 202214040 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s requests for repairs to the cooker The resident’s request for … 10 Jan 2024 Maladministration London Borough of Ealing (202128445) Case 202128445 · Managing Relations The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint. 10 Jan 2024 Maladministration London Borough of Hounslow (202119661) Case 202119661 · ASB/Abuse/Nuisance REPORT COMPLAINT 202119661 London Borough of Hounslow 10 January 2024 Our approach The Housing Ombudsman’s approach to investigating and determining … 10 Jan 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202200947) Case 202200947 · Financial The complaint is about: A personal injury claim by the resident due to delays in the installation of the heating … 8 Jan 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202125101) Case 202125101 · Managing Relations The complaint is about the landlord's handling of: The resident's reports of no heating and hot water. The replacement boiler. … 4 Jan 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202207520) Case 202207520 · Estate Management The complaint is about the landlord's handling of: External window cleaning and the associated service charges. The resident's concerns about … 22 Dec 2023 Maladministration London Borough of Enfield (202200374) Case 202200374 · Old Complaints Handling categories The complaint is about: The landlord's response to the residents reports of a leak in the bathroom and its handling … 22 Dec 2023 Partial Maladministration London Borough of Hackney (202211339) Case 202211339 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of a flood, and damage to a communal pipe … 22 Dec 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202202098) Case 202202098 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to reports of antisocial behaviour (ASB). The landlord’s complaint handling. 21 Dec 2023 Partial Maladministration London Borough of Hackney (202213556) Case 202213556 · Financial The complaint is about: The landlord’s handling of the resident’s reports about not having heating and hot water, and its … 21 Dec 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202127252) Case 202127252 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s application to succeed to her mother’s tenancy. Complaint handling. 21 Dec 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202223386) Case 202223386 · Managing Relations The complaint is about the landlord’s handling of: Damp and mould in the property. Repairs to the bathroom ceiling following … 21 Dec 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202226260) Case 202226260 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB) by his upstairs neighbour. Flooding … 20 Dec 2023 Maladministration Haringey London Borough Council (202123490) Case 202123490 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Response to the resident’s reports of ASB between May 2022 and August 2022. Response … 18 Dec 2023 Maladministration London Borough of Hackney (202202843) Case 202202843 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports that she was experiencing noise nuisance and antisocial behaviour … 18 Dec 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202120966) Case 202120966 · Estate Management The complaint is about the landlord’s handling of: Repairs to the building following a burglary. The resident’s request for it … 14 Dec 2023 Maladministration London Borough of Hackney (202308223) Case 202308223 · Managing Relations The complaint is about the landlord's handling of: The resident's reports of a toilet leak, and the subsequent damage to … 14 Dec 2023 Maladministration London Borough of Sutton (202204166) Case 202204166 · Managing Relations This complaint is about the landlord’s: Response to the resident’s concerns about the property’s condition on letting. Complaint handling. 14 Dec 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202121266) Case 202121266 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also investigated … 14 Dec 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202209759) Case 202209759 · Managing Relations The complaint is about the landlord’s: handling of repairs to the balcony door; handling of reports of a rat infestation; … 13 Dec 2023 Maladministration London Borough of Hackney (202301936) Case 202301936 · Old Property Condition migrated-2025 The complaint is about the landlord’s: Handling of the repair of leaks from the property above the resident. Handling of … 13 Dec 2023 Partial Maladministration London Borough of Newham (202205719) Case 202205719 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports about noise nuisance and antisocial behaviour (ASB). Complaint handling. 30 Nov 2023 Maladministration London Borough of Hackney (202215973) Case 202215973 · Managing Relations The complaint is about the landlord’s handling of the resident’s: reports of repairs. complaint.