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 202433297 Decision type Investigation Landlord bpha Limited Landlord type Housing Association Occupancy Assured Tenancy Date 16 December 2025 Background The resident lives in a house. During the complaint process she told the […]
The landlord met its stage 1 complaint timescale but did not meet the revised deadline for stage 2 and did not provide further explanation or a remedy. The resident had to chase for a response, which was not reasonable.
Decision Case ID 202503624 and 202538587 Decision type Investigation Landlord Citizen Housing Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 16 December 2025 Background The resident raised 2 complaints to the landlord. […]
Decision Case ID 202500735 Decision type Investigation Landlord City of Westminster Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 16 December 2025 Background The resident complained to the landlord about […]
Decision Case ID 202416331 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 16 December 2025 Background The resident lives in a flat with her children. She […]
Decision Case ID 202505645 Decision type Investigation Landlord Clarion Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 16 December 2025 Background The resident lives in a ground floor flat with her daughter. The […]
Decision Case ID 202335719 Decision type Investigation Landlord Estuary Housing Association Limited Landlord type Housing Association Occupancy Shared Ownership Date 16 December 2025 Background The resident is a shared ownership leaseholder of a flat. […]
Decision Case ID 202433325 Decision type Investigation Landlord ForHousing Limited Landlord type Housing Association Occupancy Assured Date 16 December 2025 Background The resident reported repair concerns about her front door in July 2024. She was […]
Decision Case ID 202514443 Decision type Investigation Landlord GreenSquareAccord Limited Landlord type Housing Association Occupancy Assured Tenancy Date 16 December 2025 Background In 2024 the resident reported to the landlord cracks and holes in walls […]
Decision Case ID 202342487 Decision type Investigation Landlord Hastoe Housing Association Limited Landlord type Housing Association Occupancy Secure Tenancy Date 16 December 2025 Background The resident lives on the 10th floor of a purpose-built block. […]
Decision Case ID 202505788 Decision type Investigation Landlord Hyde Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 16 December 2025 Background The resident lives in a 3-bedroom house with her 3 adult […]
Decision Case ID 202340420 Decision type Investigation Landlord Irwell Valley Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 16 December 2025 Background The resident lives in a 2-bedroom flat. He reported a […]
Decision Case ID 202508313 Decision type Investigation Landlord Jigsaw Homes Group Limited Landlord type Housing Association Occupancy Assured Tenancy Date 16 December 2025 Background The resident lives in a 3-bedroom house with her 2 […]
Decision Case ID 202336483 Decision type Investigation Landlord LiveWest Homes Limited Landlord type Housing Association Occupancy Assured Tenancy Date 16 December 2025 Background The resident lives in a 2-bedroom fifth floor flat with his […]
Decision Case ID 202336929 Decision type Investigation Landlord London Borough of Camden Council Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 16 December 2025 Background The leaseholder rents out the property […]
Decision Case ID 202512741 Decision type Investigation Landlord London Borough of Camden Council Landlord type Local Authority Occupancy Secure Tenancy Date 16 December 2025 Background The property is a flat on the 1st floor of […]
Decision Case ID 202512684 Decision type Investigation Landlord London Borough of Hackney Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 16 December 2025 Background The resident lives in a flat […]
Decision Case ID 202336797 Decision type Investigation Landlord London Borough of Lambeth Landlord type Local Authority / ALMO or TMO Occupancy Leaseholder Date 16 December 2025 Background The resident lives on the third floor […]
Decision Case ID 202432454 Decision type Investigation Landlord London Borough of Lewisham Landlord type Local Authority / ALMO or TMO Occupancy Introductory Tenancy Date 16 December 2025 Background The resident moved into his property […]
Decision Case ID 202207034 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 16 December 2025 Background The resident and her son live in a Victorian […]
The landlord had not acknowledged and responded to the resident’s property damage complaint in time and delivered a stage 2 response late. While it acknowledged the delay and offered compensation, this did not fully recognise its failings.
Decision Case ID 202510197 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Secure Tenancy Date 16 December 2025 Background The resident lives in a flat. She is elderly […]
Decision Case ID 202322810 Decision type Jurisdiction Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Freeholder Date 16 December 2025 Background The resident owns a house situated on an estate owned by […]
Decision Case ID 202341680 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Shared Ownership Date 16 December 2025 Background The resident lived in a mixed-tenure complex owned by a […]
Decision Case ID 202514334 Decision type Investigation Landlord Moat Homes Limited Landlord type Housing Association Occupancy Shared Ownership Date 16 December 2025 Background The resident has been a shared-owner of the property since April 2023. […]
Decision Case ID 202407446 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Leaseholder Date 16 December 2025 Background The resident occupies a 1-bedroom flat in a converted townhouse. She complained […]
Decision Case ID 202506714 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 16 December 2025 Background The resident and her daughter live in a third floor flat with […]
Decision Case ID 202412221 Decision type Investigation Landlord One Vision Housing Limited Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 16 December 2025 Background The resident complained to the landlord about damage caused […]
Decision Case ID 202334726 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Assured Tenancy Date 16 December 2025 Background The resident had physical and mental health issues, which the landlord had […]
Decision Case ID 202453374 Decision type Investigation Landlord Peabody Trust Landlord type Housing Association Occupancy Secure Tenancy Date 16 December 2025 Background The property is a 2-bedroom flat located on the second floor of […]
Decision Case ID 202511433 Decision type Investigation Landlord Phoenix Community Housing Association (Bellingham and Downham) Limited Landlord type Housing Association Occupancy Assured Tenancy Date 16 December 2025 Background The resident has been an assured tenant […]
Decision Case ID 202400105 Decision type Investigation Landlord Royal Borough Of Greenwich Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 16 December 2025 Background The resident lived in a house with […]
Decision Case ID 202432833 Decision type Investigation Landlord Selwood Housing Society Limited Landlord type Housing Association Occupancy Assured Tenancy Date 16 December 2025 Background The landlord visited the resident’s neighbour to complete repairs. The operative […]
Decision Case ID 202512546 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 16 December 2025 Background The resident lives in a 3-bedroom flat with his partner and children. He […]
Decision Case ID 202436232 Decision type Investigation Landlord Thrive Homes Limited Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 16 December 2025 Background The resident lives with her son, who has Tourette syndrome. […]
Decision Case ID 202500018 Decision type Investigation Landlord Woking Borough Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 16 December 2025 Background The resident lives in a 2-bedroom maisonette next […]
Decision Case ID 202510430 Decision type Investigation Landlord Arun District Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 11 December 2025 Background The landlord agreed to move the resident […]
Decision Case ID 202425915 Decision type Investigation Landlord Bolton at Home Limited Landlord type Housing Association Occupancy Assured Tenancy Date 15 December 2025 Background The resident lives at the property with his partner and child. […]
Decision Case ID 202428943 Decision type Investigation Landlord City of Westminster Council Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 15 December 2025 Background The resident is a tenant of […]
Decision Case ID 202300842 Decision type Investigation Landlord Coastline Housing Limited Landlord type Housing Association Occupancy Assured Tenancy Date 15 December 2025 Background The landlord has said it had vulnerabilities for the resident recorded on […]
Decision Case ID 202218816 Decision type Investigation Landlord Cognatum Estates Ltd Landlord type Voluntary Occupancy Leaseholder Date 15 December 2025 Background The resident’s representative was the Executor of her will and managed the resident’s […]
Decision Case ID 202509436 Decision type Investigation Landlord Hightown Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 15 December 2025 Background The resident lives in a 2–bedroom top floor flat with her […]
Decision Case ID 202436994 Decision type Investigation Landlord Karbon Homes Limited Landlord type Housing Association Occupancy Assured Tenancy Date 15 December 2025 Background The resident lives in a house. She reported an infestation of flies […]
Decision Case ID 202400450 Decision type Investigation Landlord LiveWest Homes Limited Landlord type Housing Association Occupancy Leaseholder Date 15 December 2025 Background The resident owns the flat on a leasehold basis and sublets it to […]
Decision Case ID 202348009 Decision type Investigation Landlord London Borough of Barnet Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 15 December 2025 Background The resident lives in temporary accommodation in […]
Decision Case ID 202340410 Decision type Investigation Landlord London Borough of Hammersmith and Fulham Landlord type Local Authority / ALMO or TMO Occupancy Introductory Tenancy Date 15 December 2025 Background The resident’s tenancy started on […]
Decision Case ID 202422491 Decision type Investigation Landlord London Borough of Lambeth Landlord type Local Authority / ALMO or TMO Occupancy Secure Tenancy Date 15 December 2025 Background The resident reported a leak, broken boiler, […]
Decision Case ID 202417994 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 15 December 2025 Background The resident has advised the Ombudsman that she has […]
Decision Case ID 202423708 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 15 December 2025 Background The resident lives in a flat. The resident made […]
Decision Case ID 202443457 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 15 December 2025 Background The resident lives in a 3-bedroom flat on the […]
| 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 |