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 202420680 Decision type Investigation Landlord Haringey London Borough Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 12 December 2025 Background The resident lives in a first floor, […]
The landlord delayed providing a complaint response to the resident. It acknowledged poor communication and investigation of the complaint but had not offered compensation to recognise the distress and inconvenience caused to the resident.
Decision Case ID 202436012 Decision type Investigation Landlord Home Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background The resident is unhappy that the landlord asked her to remove […]
Decision Case ID 202311966 Decision type Investigation Landlord Incommunities Limited Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background The resident lives in a 3-bedroom, semi-detached house. The resident has mobility issues […]
Decision Case ID 202501016 Decision type Investigation Landlord Leeds City Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 20 April 2026 Background The resident has been reporting damp and […]
Decision Case ID 202508265 Decision type Investigation Landlord London Borough of Hackney Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 12 December 2025 Background The resident lives in a 2-bed […]
Decision Case ID 202500535 Decision type Investigation Landlord London Borough of Islington Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 12 December 2025 Background The resident lives with her children […]
Decision Case ID 202344966 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Leaseholder Date 12 December 2025 Background The resident has lived in a ground floor flat in the […]
Decision Case ID 202338591 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background In December 2023 the resident complained to the landlord […]
Decision Case ID 202334895 Decision type Jurisdiction Landlord Midland Heart Limited Landlord type Housing Association Occupancy Secure Tenancy Date 12 December 2025 Background The resident reported a leak into the property on 3 July […]
Decision Case ID 202514101 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background The property is a ground floor flat in a house conversion. In […]
Decision Case ID 202441046 Decision type Investigation Landlord Octavia Housing Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background The resident and her 2 children (aged 12 and 18) lived in […]
Decision Case ID 202329336 Decision type Investigation Landlord One Housing Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background The resident pays a variable service charge for services which are […]
Decision Case ID 202440830 Decision type Investigation Landlord Places for People Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background Since September 2022, the resident has been reporting a […]
Decision Case ID 202446442 Decision type Investigation Landlord Places for People Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background The resident has health diagnoses including chronic fatigue syndrome […]
Decision Case ID 202515263 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background The resident completed a mutual exchange to the property in July 2024. […]
Decision Case ID 202440780 Decision type Investigation Landlord Settle Group Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background The resident moved into the property in March 2024. During the same […]
Decision Case ID 202514381 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background The resident is unhappy her home is damp and cold. She says the […]
Decision Case ID 202339206 Decision type Investigation Landlord Southwark Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 11 December 2025 Background The resident moved to the property, a maisonette which […]
Decision Case ID 202513912 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background The resident lived in a 2-bedroom flat with her partner and […]
Decision Case ID 202401087 Decision type Investigation Landlord Town and Country Housing Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background The resident and his daughter lived in a first-floor property and […]
Decision Case ID 202432882 Decision type Investigation Landlord Watford Community Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background The resident lives in the top floor flat with her children […]
Decision Case ID 202403697 Decision type Investigation Landlord Worthing Homes Limited Landlord type Housing Association Occupancy Assured Tenancy Date 10 December 2025 Background The resident lives in a house owned by the landlord. He has […]
Decision Case ID 202424659 Decision type Investigation Landlord Amplius Living Landlord type Housing Association Occupancy Assured Tenancy Date 11 December 2025 Background The resident lives with her 2 children. She was concerned about mould […]
Decision Case ID 202440913 Decision type Investigation Landlord Amplius Living Landlord type Housing Association Occupancy Assured Tenancy Date 11 December 2025 Background The resident has lived in the property since 2014. The resident’s brother also […]
Decision Case ID 202319444 Decision type Investigation Landlord B3 Living Limited Landlord type Housing Association Occupancy Shared Ownership Date 11 December 2025 Background The resident lives in a 2-bed ground floor flat, with […]
Decision Case ID 202514498 Decision type Investigation Landlord Birmingham City Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 11 December 2025 Background The property is a flat. The resident […]
Decision Case ID 202514673 Decision type Investigation Landlord Broadacres Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 11 December 2025 Background The resident lives with her partner and children. Both the […]
Decision Case ID 202431874 Decision type Investigation Landlord Citizen Housing Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background The resident has complained about damp and mould and repairs at […]
Decision Case ID 202313062 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 11 December 2025 Background The resident lives in a flat. He has reported repair […]
Decision Case ID 202420000 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 11 December 2025 Background The resident lives in a 3 bedroom semi–detached house. There were […]
Decision Case ID 202336257 Decision type Investigation Landlord Community Gateway Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 11 December 2025 Background The resident is a tenant of the landlord. He reported antisocial […]
Decision Case ID 202409175 Decision type Investigation Landlord Curo Places Limited Landlord type Housing Association Occupancy Secure Tenancy Date 11 December 2025 Background The resident lives in an end terrace house. She has physical and […]
Decision Case ID 202423240 Decision type Investigation Landlord Derive RP Limited Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 11 December 2025 Background The resident is disabled and uses a wheelchair. She is […]
Decision Case ID 202337498 Decision type Investigation Landlord Hexagon Housing Association Limited Landlord type Housing Association Occupancy Leaseholder Date 11 December 2025 Background The resident is a leaseholder in a block of flats. She […]
Decision Case ID 202407012 Decision type Investigation Landlord Hexagon Housing Association Limited Landlord type Housing Association Occupancy Shared Ownership Date 11 December 2025 Background The resident complained that the landlord failed to provide service […]
Decision Case ID 202504122 Decision type Investigation Landlord Home Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 11 December 2025 Background The resident lives in a house. She reported a leak and issues […]
Decision Case ID 202504255 Decision type Investigation Landlord Kingston upon Hull City Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 31 March 2026 Background The resident lives in […]
Decision Case ID 202429181 Decision type Investigation Landlord Leicester City Council Landlord type Local Authority Occupancy Secure Tenancy Date 11 December 2025 Background The resident lives in a 1-bedroom flat on the thirteenth floor […]
The landlord did not follow its complaints policy. For example, it added an unnecessary extra stage which delayed resolution and increased effort for the resident. While it offered some compensation, it did not fully recognise the impact of its failings or identify learning opportunities.
Decision Case ID 202411603 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 11 December 2025 Background The resident complained about damp, mould, and the need […]
Decision Case ID 202423673 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 11 December 2025 Background The resident lives in a one-bedroom flat with […]
Decision Case ID 202448010 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 11 December 2025 Background The resident raised a complaint with the landlord about […]
Decision Case ID 202504543 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Leaseholder Date 11 December 2025 Background On 3 November 2023 the resident reported a leak from the […]
Decision Case ID 202319430 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Shared Ownership Date 11 December 2025 Background The resident’s flat was a new build. When the resident moved in […]
Decision Case ID 202502547 Decision type Investigation Landlord Octavia Housing Landlord type Housing Association Occupancy Assured Tenancy Date 11 December 2025 Background The resident said various repairs, including remedial works following damp and mould […]
Decision Case ID 202402351 Decision type Investigation Landlord Radcliffe Housing Society Limited Landlord type Housing Association Occupancy Assured Tenancy Date 11 December 2025 Background The resident lives with her daughter, who has mobility and […]
Decision Case ID 202412367 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 11 December 2025 Background The resident lives in a ground floor 1-bedroom flat with his partner and […]
Decision Case ID 202415013 Decision type Investigation Landlord Stonewater Limited Landlord type Housing Association Occupancy Assured Tenancy Date 11 December 2025 Background The complaint which was made to the landlord was submitted as a group […]
Decision Case ID 202435787 Decision type Investigation Landlord Abri Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 10 December 2025 Background On 2 December 2024 the resident called the landlord to report a […]
| 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 |