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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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2 Nov 2021 Maladministration London & Quadrant Housing Trust (202015115) Case 202015115 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of repairs to her front garden brick wall. The … 2 Nov 2021 Reasonable Redress London & Quadrant Housing Trust (202108116) Case 202108116 · Managing Relations The complaint is about: The level of compensation offered by the landlord for its handling of a repair to the … 26 Oct 2021 Reasonable Redress London Borough of Croydon (202008020) Case 202008020 · Financial The complaint is about the landlord’s response to the resident’s reports about how it handled her rent and council tax … 21 Oct 2021 Maladministration London Borough of Hillingdon (202012846) Case 202012846 · Local Authority / ALMO or TMO The landlord's response to the resident’s reports about the condition of his porch roof. 21 Oct 2021 No Maladministration London & Quadrant Housing Trust (202001148) Case 202001148 · Estate Management This complaint is about the landlord’s refusal to provide the resident with access to allow them to park in their … 20 Oct 2021 Partial Maladministration London Borough of Hackney (202016460) Case 202016460 · Financial The complaint is about: The landlord’s decision to no longer include water rates in rent. The level of rent and … 7 Oct 2021 Maladministration London & Quadrant Housing Trust (202002452) Case 202002452 · Financial This complaint is about the landlord’s handling of the resident’s request for a reimbursement of inaccurate service charges she paid … 4 Oct 2021 Maladministration London & Quadrant Housing Trust (202002423) Case 202002423 · Financial The complaint is about the landlord’s: Response to the resident’s concerns regarding service charges applied to her account. Complaint handling. 4 Oct 2021 Partial Maladministration London & Quadrant Housing Trust (202103839) Case 202103839 · Managing Relations The complaint concerns how the landlord dealt with: The resident’s reports of a water leak into her bathroom. Reports of … 30 Sep 2021 Partial Maladministration London & Quadrant Housing Trust (202003604) Case 202003604 · Financial This complaint is about: The landlord’s handling of issues with heating and hot water from the communal plant room. The … 30 Sep 2021 Reasonable Redress London & Quadrant Housing Trust (202007697) Case 202007697 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of: Damp at the property and subsequent repairs. The … 30 Sep 2021 Partial Maladministration London & Quadrant Housing Trust (202014685) Case 202014685 · Estate Management This complaint is about the landlords handling of the resident’s: Reports of overgrown trees depositing debris in his garden. Reports … 29 Sep 2021 Partial Maladministration London & Quadrant Housing Trust (202017452) Case 202017452 · Financial The complaint concerns: The landlord charging the resident for a service charge he was not liable for. The landlord’s handling … 22 Sep 2021 Partial Maladministration London & Quadrant Housing Trust (202015079) Case 202015079 · Managing Relations The complaint is about: The condition of the property when the resident moved in there. The landlord’s handling of the … 16 Sep 2021 Reasonable Redress London & Quadrant Housing Trust (202102187) Case 202102187 · Old Property Condition migrated-2025 The complaint is about the level of compensation the landlord offered the resident for repair delays. 15 Sep 2021 Partial Maladministration London & Quadrant Housing Trust (202105179) Case 202105179 · Managing Relations The complaint is about the landlord’s handling of: repairs to the resident’s rear door and stairway handrail. the resident’s request … 13 Sep 2021 Reasonable Redress London & Quadrant Housing Trust (202103724) Case 202103724 · Moving/Buying/Selling Home The complaint is about the time taken for the landlord to inform the resident that a potential buyer had pulled … 10 Sep 2021 No Maladministration London & Quadrant Housing Trust (L&Q) (202012737) Case 202012737 · Old Property Condition migrated-2025 The complaint concerns the landlord’s response to the resident’s requests for it to replace her poorly performing heating system. 3 Sep 2021 No Maladministration London & Quadrant Housing Trust (202011249) Case 202011249 · Old Property Condition migrated-2025 REPORT COMPLAINT 202011249 London & Quadrant Housing Trust 2 September 2021 Our approach The Housing Ombudsman’s approach to investigating and … 3 Sep 2021 Maladministration London & Quadrant Housing Trust (202015465) Case 202015465 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of the resident’s reports of fumes from the vehicle garage below her home. 2 Sep 2021 Partial Maladministration London Borough of Hillingdon (202103112) Case 202103112 · Local Authority / ALMO or TMO The complaint refers to: The landlord’s handling of adaptations needed within the resident’s property. The resident’s concerns about the recommendations … 1 Sep 2021 No Maladministration London & Quadrant Housing Trust (202012367) Case 202012367 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s concerns over fire safety in her property. Response to the … 20 Aug 2021 Maladministration London & Quadrant Housing Trust (202007527) Case 202007527 · Managing Relations The complaint is about: the landlord's response to the resident’s reports of cracks and subsidence at the property and the … 16 Aug 2021 Outside Jurisdiction London Borough of Hackney (202012859) Case 202012859 · Local Authority / ALMO or TMO REPORT COMPLAINT 202012859 Hackney Council 16 August 2021 Our approach What we can and cannot consider is called the Ombudsman’s … 13 Aug 2021 Maladministration London & Quadrant Housing Trust (202013618) Case 202013618 · Estate Management The complaint is about the landlord’s: Response to the resident’s concerns that it removed her bikes from the bike shed … 10 Aug 2021 Outside Jurisdiction London & Quadrant Housing Trust (201800178) Case 201800178 · Old Property Condition migrated-2025 The resident is complaining about the landlord’s handling of repairs in their property. 5 Aug 2021 Outside Jurisdiction London & Quadrant Housing Trust (202102841) Case 202102841 · Financial The complaint is about the level of rent at the property. 30 Jul 2021 No Maladministration London Borough of Hackney (202012302) Case 202012302 · Local Authority / ALMO or TMO The complaint is about: The landlord’s handling of repairs to the property, involving plumbing leaks, damp, and asbestos. The landlord’s … 26 Jul 2021 Partial Maladministration London Borough of Hillingdon (202004603) Case 202004603 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Handling of the replacement of the front door. Handling of the installation of an … 22 Jul 2021 Partial Maladministration London & Quadrant Housing Trust (202002368) Case 202002368 · Estate Management The complaint refers to: The landlord’s response to the resident’s reports of a water leak into her property. The resident’s … 22 Jul 2021 Partial Maladministration London & Quadrant Housing Trust (202017370) Case 202017370 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s concerns regarding the requirement to carry out fire safety remedial … 21 Jul 2021 No Maladministration London & Quadrant Housing Trust (202009045) Case 202009045 · Financial The complaint refers to: The landlord’s handling of repairs following a leak from the roof of the resident’s building. The … 20 Jul 2021 Outside Jurisdiction London & Quadrant Housing Trust (202000245) Case 202000245 · Estate Management The complaint refers to: The landlord’s introduction of a communal caretaking service and service charge for this. The resident’s concerns … 13 Jul 2021 Maladministration London & Quadrant Housing Trust (202007908) Case 202007908 · Old Property Condition migrated-2025 The resident has complained that the landlord has offered insufficient compensation after upholding their complaint about the condition of the … 6 Jul 2021 No Maladministration London Borough of Redbridge (202014608) Case 202014608 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). 30 Jun 2021 Partial Maladministration London & Quadrant Housing Trust (201912002) Case 201912002 · Financial The complaint is regarding: The landlord’s handling of repairs to the resident’s underfloor heating system and its subsequent offer of … 29 Jun 2021 Outside Jurisdiction London & Quadrant Housing Trust (202013643) Case 202013643 · Financial The resident has complained about the following issues: That service charges for maintaining and operating a door entry system are … 22 Jun 2021 Maladministration London Borough of Enfield (201914492) Case 201914492 · Local Authority / ALMO or TMO The complaint is about the landlord’s: 18 Jun 2021 Partial Maladministration London & Quadrant Housing Trust (202006559) Case 202006559 · Financial The complaint is about: The landlord’s handling of the resident’s service charge account. The landlord’s handling of the resident’s request … 16 Jun 2021 Partial Maladministration London Borough of Hackney (202004219) Case 202004219 · Local Authority / ALMO or TMO The complaint is about the: Landlord’s handling of the resident’s reports of noise nuisance from her neighbour. Landlord’s record keeping … 16 Jun 2021 Outside Jurisdiction London & Quadrant Housing Trust (202014377) Case 202014377 · Financial The complaint is about the payability and reasonableness of the service charges at the property. 16 Jun 2021 Reasonable Redress London & Quadrant Housing Trust (202100892) Case 202100892 · Estate Management The complaint concerns the landlord’s handling of: repairs to resolve a leak in the roof of the building, and; the … 9 Jun 2021 Outside Jurisdiction London Borough of Hackney (202010001) Case 202010001 · Local Authority / ALMO or TMO The complaint is about the level of compensation offered by the landlord’s insurer in relation to the resident’s claim for … 28 May 2021 Partial Maladministration London & Quadrant Housing Trust (201910580) Case 201910580 · Financial REPORT COMPLAINT 201910580 London & Quadrant H T 19 May 2021 Our approach The Housing Ombudsman’s approach to investigating and … 26 May 2021 Reasonable Redress London & Quadrant Housing Trust (201909237) Case 201909237 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of repairs in the property and a delay in … 25 May 2021 Partial Maladministration London Borough of Hackney (202002516) Case 202002516 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s request … 24 May 2021 Partial Maladministration London Borough of Redbridge (202008791) Case 202008791 · Local Authority / ALMO or TMO The resident has complained about: the local authority Environmental Health team’s decision not to take enforcement action against his neighbour … 20 May 2021 Maladministration London Borough of Hackney (202010288) Case 202010288 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of a leak from a neighbouring property. 20 May 2021 Partial Maladministration London Borough of Redbridge (202011626) Case 202011626 · Local Authority / ALMO or TMO The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in her home. The landlord’s … 13 May 2021 Partial Maladministration London & Quadrant Housing Trust (202003007) Case 202003007 · Financial The complaint is about: The landlord’s offer of redress in relation to the repairs service it provided to the resident …