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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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13 Apr 2022 Maladministration Lambeth Council (202104181) Case 202104181 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s … 13 Apr 2022 Maladministration Metropolitan Thames Valley Housing (202115414) Case 202115414 · Managing Relations The complaint is about: The landlord’s response to the resident’s request for his toilet seat to be repaired. The landlord’s … 12 Apr 2022 Maladministration Birmingham City Council (202109066) Case 202109066 · Managing Relations The complaint is about the landlord’s handling of: Repairs to a leaking roof and the damage this caused to the … 10 Apr 2022 Maladministration Thames Valley Housing Association Limited (202110462) Case 202110462 · Financial The complaint is about the landlord’s handling of the resident’s requests for information and documentation relating to service charges. The … 8 Apr 2022 Maladministration A2Dominion Housing Group Limited (202114719) Case 202114719 · Managing Relations The resident complained about the landlord’s handling of her: Transfer request. Associated complaint. 8 Apr 2022 Maladministration London & Quadrant Housing Trust (202017193) Case 202017193 · Financial The complaint is about the landlord’s handling of the resident’s requests for information relating to service charges. The complaint is … 8 Apr 2022 Maladministration Longhurst Group Limited (202108482) Case 202108482 · Information and data management The complaint is about the landlord’s handling of the resident’s request for documentation, specifically, the Insurance-Backed Guarantee (IBG), following a … 7 Apr 2022 Maladministration Great Places Housing Association (202108718) Case 202108718 · Managing Relations The complaint is about the landlord’s handling of: Repairs to and the replacement of the resident’s back door. The associated … 7 Apr 2022 Maladministration Onward Homes Limited (202100271) Case 202100271 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to an ongoing leak from a porch roof. 6 Apr 2022 Maladministration ForHousing Limited (202111500) Case 202111500 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of works to replace external doors and to remedy damp and mould in … 6 Apr 2022 Maladministration Metropolitan Thames Valley Housing (202115012) Case 202115012 · Managing Relations The complaint is about the landlord’s response to: 5 Apr 2022 Maladministration Magenta Living (202113308) Case 202113308 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports about repairs to her dividing fence. 5 Apr 2022 Maladministration Metropolitan Thames Valley Housing (202106427) Case 202106427 · Old Property Condition migrated-2025 REPORT COMPLAINT 202106427 Metropolitan Housing Trust Limited 5 April 2022 Our approach The Housing Ombudsman’s approach to investigating and determining … 4 Apr 2022 Maladministration MHS Homes Ltd (202002691) Case 202002691 · Managing Relations The complaint is about: the level of compensation the landlord has offered in response to the resident’s complaint about the … 1 Apr 2022 Maladministration Birmingham City Council (202103060) Case 202103060 · Managing Relations REPORT COMPLAINT 202103060 Birmingham City Council 1 April 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 31 Mar 2022 Maladministration A2Dominion Housing Group Limited (202009687) Case 202009687 · Old Estate Management categories The complaint is about the landlord’s response to the resident’s report about the standard of cleaning and maintenance in the … 31 Mar 2022 Maladministration Birmingham City Council (202011461) Case 202011461 · Old Property Condition migrated-2025 The complaint is about the landlord’s: Handling of the resident’s requests to replace her garden fence. Handling of the resident’s … 31 Mar 2022 Maladministration Brent Council (202105638) Case 202105638 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of cooking smells entering her property from a neighbouring … 31 Mar 2022 Maladministration Bristol City Council (202110758) Case 202110758 · Managing Relations The complaint is about the landlord’s handling of reports about the conduct of the residents in relation to work at … 31 Mar 2022 Maladministration Ealing Council (202005837) Case 202005837 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of disrepair causing maggots to appear in his bathroom. … 31 Mar 2022 Maladministration Hackney Council (202104301) Case 202104301 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of a fault with the boiler in the resident’s property. 31 Mar 2022 Maladministration Hyde Housing Association Limited (202016195) Case 202016195 · ASB/Abuse/Nuisance This complaint is about the landlord’s: Response to the resident’s reports of racist hate crime. Complaint handling. 31 Mar 2022 Maladministration LiveWest Homes Limited (202100646) Case 202100646 · Financial The complaint is about the landlord’s decision to recharge the resident for the repair works following the end of the … 31 Mar 2022 Maladministration Metropolitan Thames Valley Housing (202015885) Case 202015885 · Occupancy Rights The complaint concerns the landlord’s response to the resident’s request to succeed the tenancy. 31 Mar 2022 Maladministration Notting Hill Genesis (202001714) Case 202001714 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s report of Anti-Social Behaviour (ASB) from Neighbour A The landlord’s … 31 Mar 2022 Maladministration Notting Hill Genesis (202014057) Case 202014057 · Financial This complaint is about the landlord’s rent arrears recovery action. 31 Mar 2022 Maladministration Richmond Housing Partnership Limited (202016229) Case 202016229 · Information and data management The complaints are about the landlord’s: response to concerns that were raised about by the resident about how she had … 30 Mar 2022 Maladministration Places for People Group Limited (202107651) Case 202107651 · Managing Relations The complaint is about: The landlord's response to reports about its staff member’s conduct towards the resident. The landlord’s complaint … 30 Mar 2022 Maladministration South Tyneside Council (202112662) Case 202112662 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of: The resident’s request for replacement windows at his property. The associated complaint. 29 Mar 2022 Maladministration Birmingham City Council (202011666) Case 202011666 · Managing Relations The complaint concerns the landlord’s actions following a flood at the property caused by a fire sprinkler system in relation … 29 Mar 2022 Maladministration Leeds City Council (202101525) Case 202101525 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports regarding the structural integrity of his property. 29 Mar 2022 Maladministration One Housing Group Limited (202014714) Case 202014714 · Financial The complaint is about the landlord’s: response to the resident’s request for information relating to the service charge accounts. communication … 29 Mar 2022 Maladministration Orbit Housing Association Limited (201909362) Case 201909362 · Managing Relations The resident has complained about the landlord’s handling of her reports of damp and mould within her property and the … 29 Mar 2022 Maladministration Peabody Trust (202102181) Case 202102181 · Health and Safety (inc. building safety) This complaint is about the landlord’s handling of the capping of the resident’s gas meter. 29 Mar 2022 Maladministration Rochdale Boroughwide Housing Limited (202017037) Case 202017037 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident's reports of anti-social behaviour (ASB) by a neighbour. 29 Mar 2022 Maladministration Southwark Council (202109861) Case 202109861 · Managing Relations This complaint is about: The landlord’s decision not to carry out previously agreed repairs to paintwork in the block’s communal … 29 Mar 2022 Maladministration Wealden District Council (202016254) Case 202016254 · Estate Management The complaint is about: The landlord’s response to the resident’s request about gutter cleaning at his property. The complaint handling. 28 Mar 2022 Maladministration Hammersmith and Fulham Council (202114715) Case 202114715 · Managing Relations The complaint is about the response to the resident’s reports of blockages to her sinks and bath. The Ombudsman has … 28 Mar 2022 Maladministration Harrow Council (202007622) Case 202007622 · Health and Safety (inc. building safety) The resident complains about the landlord’s handling of: Concerns about safety issues at the property due to subsidence; rehousing, and; … 28 Mar 2022 Maladministration Swindon Borough Council (202119090) Case 202119090 · Old Property Condition migrated-2025 The complaint is about the level of compensation offered by the landlord in response to the resident’s complaint about the … 25 Mar 2022 Maladministration Metropolitan Housing Trust Limited (202106201) Case 202106201 · Managing Relations The complaint is about the landlord’s handling of: Refurbishment works to the resident’s kitchen and alterations to the bathroom. The … 24 Mar 2022 Maladministration Birmingham City Council (202106713) Case 202106713 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repair work to address a mouse infestation in the resident’s property. 24 Mar 2022 Maladministration Gateway Housing Association Limited (202114470) Case 202114470 · Financial The complaint is about: The landlord’s administration of the resident’s service charge. The landlord’s complaints handling. 23 Mar 2022 Maladministration Anchor Hanover Group (202114698) Case 202114698 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s report of a potential pest infestation issue within the loft … 23 Mar 2022 Maladministration Leeds City Council (202013938) Case 202013938 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports about damp and mould in her property. 23 Mar 2022 Maladministration Leicester City Council (202106737) Case 202106737 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports about the frequency of the communal cleaning. Handling of … 23 Mar 2022 Maladministration Longhurst Group Limited (202105677) Case 202105677 · Managing Relations The complaint is about: The level of compensation offered by the landlord in respect of its acknowledged failings in responding … 23 Mar 2022 Maladministration Longhurst Group Limited (202112155) Case 202112155 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of a pest infestation, and the repairs required to … 21 Mar 2022 Maladministration Brockley Tenants Co-operative Limited (202102834) Case 202102834 · Old Property Condition migrated-2025 REPORT COMPLAINT 202102834 Brockley Tenants Co-operative Limited 21 March 2022 Our approach The Housing Ombudsman’s approach to investigating and determining … 21 Mar 2022 Maladministration Hammersmith and Fulham Council (202104254) Case 202104254 · Managing Relations The complaint is about the landlord’s handling of repairs to the property. The Ombudsman has also considered the landlord’s complaint …