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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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4 Oct 2023 Maladministration London Borough of Enfield (202220213) Case 202220213 · Managing Relations The complaint is about the landlord’s handling of repairs to the resident’s property, including: damp in the bedroom, loose windows, … 3 Oct 2023 Maladministration Haringey London Borough Council (202212612) Case 202212612 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of damp and mould. 3 Oct 2023 Partial Maladministration London Borough of Brent (202124195) Case 202124195 · Estate Management The resident’s complaint is about the landlord’s handling repairs at the property, including: The roof and guttering issues reported between … 30 Sep 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202213502) Case 202213502 · Managing Relations The complaint is about the landlord’s handling of: the resident’s repair to his boiler; and the subsequent complaint. 30 Sep 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202220652) Case 202220652 · Managing Relations The complaint is about the level of compensation awarded to the resident for the time taken to repair his boiler. … 29 Sep 2023 Maladministration Haringey London Borough Council (202202560) Case 202202560 · Financial The complaint is about the landlord’s handling of: a request that it provide a service charge refund; the associated complaint. 29 Sep 2023 Maladministration London Borough of Hackney (202102368) Case 202102368 · Managing Relations The complaint is about: The resident’s request for a new bathroom and a new front door. The landlord’s response to … 29 Sep 2023 Maladministration London Borough of Newham (202115536) Case 202115536 · ASB/Abuse/Nuisance The complaint is about the landlords handling of the residents reports of noise nuisance. This investigation has also considered the … 29 Sep 2023 Partial Maladministration London Borough of Newham (202227845) Case 202227845 · Managing Relations This complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. The associated complaint. 29 Sep 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202114384) Case 202114384 · Managing Relations The complaint is about the landlord’s response to the resident’s request for: A window to be installed in her property. … 29 Sep 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202200632) Case 202200632 · Managing Relations The complaint is about: the landlord’s handling of a radiator leak. the loss of hot water and heating. the associated … 29 Sep 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202215266) Case 202215266 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the resident’s boiler. 29 Sep 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202216196) Case 202216196 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour from a neighbour. The Ombudsman has … 29 Sep 2023 No Maladministration London & Quadrant Housing Trust (L&Q) (202222022) Case 202222022 · Information and data management The complaint is about the landlord’s response to: A previous agreement regarding contractors attending the resident’s property. External decorating to … 28 Sep 2023 Partial Maladministration London Borough of Croydon (202118843) Case 202118843 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of anti social behaviour (ASB). The resident’s management transfer … 27 Sep 2023 Partial Maladministration London Borough of Croydon (202204220) Case 202204220 · Health and Safety (inc. building safety) The resident’s complaint is about: The landlord’s response to the resident’s reports about his toilet and drains. The landlord’s response … 27 Sep 2023 Maladministration London Borough of Hillingdon (202230250) Case 202230250 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of hot water and heating loss. 27 Sep 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202212749) Case 202212749 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Complaint handling. Record keeping. 26 Sep 2023 Maladministration London Borough of Ealing (202221355) Case 202221355 · Estate Management The complaint is about the landlord’s response to the resident’s: reports of a broken communal main entrance door, to the … 26 Sep 2023 Partial Maladministration London Borough of Hackney (202225107) Case 202225107 · Financial The complaint is regarding the landlord’s; Handling of the resident’s concerns about his service charge account. Complaints handling. 26 Sep 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202200141) Case 202200141 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s transfer application. The … 26 Sep 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202219689) Case 202219689 · Managing Relations The complaint is regarding the landlord’s; Handling of repairs to the resident’s shower panel. Complaints handling. 22 Sep 2023 Partial Maladministration Haringey London Borough Council (202222923) Case 202222923 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in the property, and the … 21 Sep 2023 London & Quadrant Housing Trust (L&Q) (202209191) Case 202209191 · Managing Relations The complaint is about the landlord’s handling of: the resident’s request to install an external tap. the resident’s complaint. 14 Sep 2023 Partial Maladministration London Borough of Harrow (202205620) Case 202205620 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: The resident's concerns about the behaviour of a member of staff; The … 12 Sep 2023 Partial Maladministration London Borough of Hillingdon (202110990) Case 202110990 · Financial The complaint is about: the landlord’s handling of the resident’s reports of soot-like deposits falling onto his balcony; the resident’s … 11 Sep 2023 Partial Maladministration London Borough of Barnet (202102335) Case 202102335 · Health and Safety (inc. building safety) The complaint is about: The landlord’s response to the resident’s reports about polystyrene ceiling tiles in her property. The landlord’s … 11 Sep 2023 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202202099) Case 202202099 · Moving/Buying/Selling Home The complaint is about the landlord’s response to a request for a housing transfer and the handling of the associated … 5 Sep 2023 Severe Maladministration London & Quadrant Housing Trust (L&Q) (202111700) Case 202111700 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of anti social behaviour (ASB). The associated complaint. 5 Sep 2023 Severe Maladministration London & Quadrant Housing Trust (L&Q) (202205105) Case 202205105 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the ASB reports. The landlord’s handling of the resident’s complaint. 5 Sep 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202215520) Case 202215520 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of: the resident's report of damp and mould issues throughout the property including … 4 Sep 2023 Partial Maladministration London Borough of Barnet (202202606) Case 202202606 · Managing Relations The complaint is about the landlord’s: handling of repairs to the resident’s front door; response to the resident’s request to … 1 Sep 2023 No Maladministration London & Quadrant Housing Trust (L&Q) (202123362) Case 202123362 · Managing Relations The complaint is about the landlord’s requirement that the resident sell their caravan prior to exchange of contracts for the … 31 Aug 2023 Partial Maladministration Haringey London Borough Council (202106418) Case 202106418 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of: Water ingress, damp and outstanding repairs at the … 31 Aug 2023 Maladministration London Borough of Croydon (202205866) Case 202205866 · ASB/Abuse/Nuisance The complaint concerns the landlord’s handling of the resident’s reporting of anti-social behaviour (ASB). This report has also considered: The … 31 Aug 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202101570) Case 202101570 · Financial The complaint is about the landlord’s handling of: The resident’s request for a full breakdown of service charges, and an … 31 Aug 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202202905) Case 202202905 · Managing Relations The complaint is about the landlord’s handling of a repair to the resident’s heating and hot water system. The Ombudsman … 31 Aug 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202225049) Case 202225049 · Financial The complaint is about the landlord’s handling of the resident’s concerns regarding service charges applied to her account. The Ombudsman … 30 Aug 2023 No Maladministration London & Quadrant Housing Trust (L&Q) (202124242) Case 202124242 · Financial This complaint is about the landlord’s: Response to the leaseholder’s concerns about its ground rent and lease extension practices; Complaint … 29 Aug 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202206767) Case 202206767 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the … 29 Aug 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202214900) Case 202214900 · Managing Relations The complaint is about: The landlord's handling of the resident's reports of a loss of heating and hot water, including … 25 Aug 2023 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202207377) Case 202207377 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of faulty windows, and its associated repairs. 24 Aug 2023 Outside Jurisdiction City of London Corporation (202119697) Case 202119697 · Moving/Buying/Selling Home The complaint is about the landlord’s: Handling of the resident’s request to purchase the remaining share of the property. Response … 24 Aug 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202221313) Case 202221313 · Managing Relations The complaint is about the landlord’s response to concerns about: the suitability of a new hand wash basin installed in … 23 Aug 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202200878) Case 202200878 · Health and Safety (inc. building safety) The complaint is about the landlord’s: response to the resident’s report of a fire safety incident; handling of the resident’s … 21 Aug 2023 Maladministration London Borough of Redbridge (202223569) Case 202223569 · Managing Relations The complaint concerns: The landlord’s handling of the replacement of the property’s front door. The associated formal complaint into the … 17 Aug 2023 Partial Maladministration Haringey London Borough Council (202220851) Case 202220851 · Managing Relations This complaint is about the landlord’s handling of: The resident’s management move, The associated complaint. 17 Aug 2023 Maladministration London Borough of Barking and Dagenham (202210257) Case 202210257 · Managing Relations The complaint is about: The landlord's handling of the replacement of the resident's windows. The landlord's complaint handling. 14 Aug 2023 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202211400) Case 202211400 · Financial This complaint is about the landlord’s: Communication about increased service charges. Increase of emergency lighting maintenance costs. Complaint handling. 9 Aug 2023 Maladministration London Borough of Hackney (202219315) Case 202219315 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of a leak and resulting damage affecting her property.