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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.

Decisions by year

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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 6,534 of 16,595 decisions

Decisions

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17 Mar 2023 Maladministration Birmingham City Council (201915833) Case 201915833 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also investigated … 17 Mar 2023 Maladministration Leeds City Council (202117047) Case 202117047 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s concerns regarding her neighbour including their use of CCTV, the … 17 Mar 2023 Maladministration Salix Homes Limited (202123579) Case 202123579 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the resident’s Right to Buy (RTB) application and an associated offer of … 17 Mar 2023 Maladministration Sandwell Metropolitan Borough Council (202108283) Case 202108283 · Information and data management The complaint is about the landlord’s: response to the resident’s reports about a leak in the property; complaints handling; record … 16 Mar 2023 Maladministration Birmingham City Council (202114214) Case 202114214 · Managing Relations The complaint is about the landlord’s response to: 16 Mar 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202014172) Case 202014172 · Managing Relations REPORT COMPLAINT 202014172 Metropolitan Thames Valley Housing (MTV) 16 March 2023 (amended at review 10 July 2023) Our approach The … 16 Mar 2023 Maladministration Southwark Council (202213560) Case 202213560 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of damages and costs following a water leak in … 16 Mar 2023 Maladministration Two Rivers Housing (202017334) Case 202017334 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s concerns about the condition of her neighbour’s garden; Handling of … 15 Mar 2023 Maladministration A2Dominion Housing Group Limited (202105952) Case 202105952 · Financial The complaint is about the landlord’s: Response to the resident’s reports of a leak into the property. Response to the … 15 Mar 2023 Maladministration Birmingham City Council (202122179) Case 202122179 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of a missing torch following an annual gas safety … 14 Mar 2023 Maladministration Haringey London Borough Council (202120299) Case 202120299 · Managing Relations The complaint concerns: The landlord's handling of remedial works to the resident's property following a leak. The Ombudsman has also … 14 Mar 2023 Maladministration Hyde Housing Association Limited (202128326) Case 202128326 · Managing Relations The complaint is about: The landlord’s handling of the resident’s report of leaks to the roof of the property and … 14 Mar 2023 Maladministration Incommunities Limited (202118732) Case 202118732 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s Right to Buy application. Associated complaint. 14 Mar 2023 Maladministration London Borough of Ealing (202203160) Case 202203160 · Managing Relations The complaint is about: The landlord's handling of the resident’s reports of damp and mould in the property The landlord’s … 14 Mar 2023 Maladministration Paragon Asra Housing Limited (202205060) Case 202205060 · Managing Relations The complaint is about: The landlord’s handling of the resident’s ventilation, skirting, and window repairs. The landlord’s complaint’s handling. 13 Mar 2023 Maladministration Birmingham City Council (202203594) Case 202203594 · Estate Management The complaint is about the landlord’s response to the resident’s reports about a sewage spill that took place in a … 13 Mar 2023 Maladministration Clarion Housing Association Limited (202127854) Case 202127854 · Managing Relations The complaint is about the landlord’s response to the resident’s reports about a dividing fence at the property. The landlord’s … 13 Mar 2023 Maladministration Lambeth Council (202115650) Case 202115650 · Managing Relations The complaint is about: The landlord’s handling of repairs to the resident’s property following leaks. The landlord’s complaint handling. 13 Mar 2023 Maladministration Southern Housing Group Limited (202016267) Case 202016267 · Managing Relations The complaint is about the landlord’s handing of: Repairs to the resident’s windows. The associated complaint. 13 Mar 2023 Maladministration Southwark Council (202122934) Case 202122934 · Managing Relations The complaint is about the landlord’s handling of: The planned kitchen and bathroom replacement in the resident’s property. Repairs to … 13 Mar 2023 Maladministration Westminster City Council (202125720) Case 202125720 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of two leaks from the property above, which caused … 12 Mar 2023 Maladministration Lambeth Council (202204833) Case 202204833 · Managing Relations The complaint is about the landlord’s: Response to the resident’s report of having no hot water or heating. Handling of … 11 Mar 2023 Maladministration Basildon Borough Council (202204250) Case 202204250 · Managing Relations The complaint is about the landlord’s: Handling of repairs to the resident’s kitchen following her reports of leaks to the … 10 Mar 2023 Maladministration A2Dominion Housing Group Limited (202113836) Case 202113836 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property. 9 Mar 2023 Maladministration Clarion Housing Association Limited (202123838) Case 202123838 · Managing Relations The complaint is about the landlord’s handling of the resident’s reference requests. The Ombudsman has also considered the landlord’s handling … 9 Mar 2023 Maladministration Clarion Housing Association Limited (202127428) Case 202127428 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident's reports of high utility bills due to the bypassing of … 9 Mar 2023 Maladministration Haringey London Borough Council (202124512) Case 202124512 · Financial This complaint is about the landlord’s handling of the: 9 Mar 2023 Maladministration Ongo Homes Limited (202209615) Case 202209615 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s request to remove the solar panels from the roof of … 9 Mar 2023 Maladministration Selby District Council (202119687) Case 202119687 · Managing Relations 9 Mar 2023 Maladministration The Guinness Partnership Limited (202119084) Case 202119084 · Financial The complaint is about the landlord’s: Handling of repairs to the heating and hot water system Response to the resident’s … 8 Mar 2023 Maladministration Hammersmith and Fulham Council (202213931) Case 202213931 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the resident’s front doorframe. 8 Mar 2023 Maladministration Stevenage Borough Council (202211783) Case 202211783 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports regarding repair issues at her property; complaints handling. 8 Mar 2023 Maladministration The Riverside Group Limited (202209742) Case 202209742 · Managing Relations The landlord’s handling of the plastering repairs to the kitchen and living room celling, and its subsequent offer of compensation. … 7 Mar 2023 Maladministration London Borough of Enfield (202115537) Case 202115537 · Managing Relations The complaint is about the landlord’s handling of: Reports of low water pressure in the resident’s bathroom. The associated complaint. 7 Mar 2023 Maladministration Metropolitan Thames Valley Housing (202126055) Case 202126055 · Managing Relations The complaint is about the landlord’s handling of: The resident’s report of damage, damp and mould to the internal decoration … 7 Mar 2023 Maladministration Sovereign Housing Association Limited (202013126) Case 202013126 · Estate Management The complaint is about the landlord’s response to the resident’s concerns about communal grounds maintenance. 6 Mar 2023 Maladministration Broadland Housing Association Limited (202108799) Case 202108799 · Health and Safety (inc. building safety) 6 Mar 2023 Maladministration Leeds City Council (202204111) Case 202204111 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of noise disturbance from repair works to a neighbouring … 6 Mar 2023 Maladministration Sadeh Lok Limited (202113975) Case 202113975 · Information and data management The complaint is about the landlord’s handling of TV aerial repairs. The Ombudsman has also considered the landlord’s: complaint handling. … 4 Mar 2023 Maladministration Sheffield City Council (202119409) Case 202119409 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s reports of a leak into his property. Complaint handling. 4 Mar 2023 Maladministration Sovereign Housing Association Limited (202209547) Case 202209547 · Estate Management REPORT COMPLAINT 202209547 Sovereign Housing Association Limited 4 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 4 Mar 2023 Maladministration Tower Hamlets Homes (202208704) Case 202208704 · Old Property Condition migrated-2025 REPORT COMPLAINT 202208704 Tower Hamlets Homes 4 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 3 Mar 2023 Maladministration London Borough of Brent (202214126) Case 202214126 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of a leak into her property and subsequent internal … 2 Mar 2023 Maladministration Hundred Houses Society Limited (202126661) Case 202126661 · Managing Relations The complaint is about the landlord’s handling of the resident’s application to purchase the landlord’s share in their joint ownership … 2 Mar 2023 Maladministration Paragon Asra Housing Limited (202209772) Case 202209772 · Managing Relations The complaint concerns: The condition of the property when it was let to the resident and how the subsequent repairs … 1 Mar 2023 Maladministration Clarion Housing Association Limited (202108182) Case 202108182 · Managing Relations The complaint is about the landlord’s: The response to reports of various repairs at the property. The handling of reports … 1 Mar 2023 Maladministration Harlow District Council (202127707) Case 202127707 · Information and data management The complaint concerns the landlord’s response to: Reports of the condition and effectiveness of the soakaway at the property . … 1 Mar 2023 Maladministration Paragon Asra Housing Limited (202116451) Case 202116451 · Managing Relations The complaint is about: The landlord’s response to a report of shattered glass at the property. The landlord’s handling of … 1 Mar 2023 Maladministration Poplar Housing And Regeneration Community Association Limited (202009320) Case 202009320 · Old Property Condition migrated-2025 The complaint is about the landlord’s: Response to the resident’s report of a leak. Decision not to offer compensation in … 28 Feb 2023 Maladministration Believe Housing Limited (202128510) Case 202128510 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of: