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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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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 Maladministration Stafford & Rural Homes (202009884) Case 202009884 · Managing Relations The complaint concerns the landlord’s response to reports of repairs required at the property and a bedbug infestation. The complaint … 20 Oct 2021 Maladministration Havering Council (202101048) Case 202101048 · Local Authority / ALMO or TMO The complaint is about: The landlord’s response to the resident’s reports of damp and mould in his property. The landlord’s … 20 Oct 2021 Maladministration Sovereign Living Limited (202102355) Case 202102355 · Managing Relations The complaint concerns the landlord’s handling of: repairs required to the garden wall of the resident’s property. The formal complaint … 19 Oct 2021 Maladministration Bassetlaw District Council (202011591) Case 202011591 · Financial The complaints are about: The landlord’s handling of repairs at the property following a loss of electricity. The landlord’s response … 19 Oct 2021 Maladministration Whitefriars Housing Group Limited (202004594) Case 202004594 · Managing Relations The complaint is about the landlord’s handling of: the resident’s reports of damp and mould in her property. the resident’s … 14 Oct 2021 Maladministration Torus62 Limited (202105491) Case 202105491 · Managing Relations The complaint is about the landlord’s response to the resident’s concerns about a proposed decant and repairs to her property. 13 Oct 2021 Maladministration Thames Valley Housing Association Limited (202102166) Case 202102166 · Managing Relations This complaint is about the landlord’s response to the resident’s reports of plumbing noise, and the level of redress it … 12 Oct 2021 Maladministration Metropolitan Housing Trust Limited (201912638) Case 201912638 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of a roof leak, causing damage to his ceilings. … 11 Oct 2021 Maladministration Haringey Council (202100755) Case 202100755 · Local Authority / ALMO or TMO REPORT COMPLAINT 202100755 Haringey Council 5 October 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 8 Oct 2021 Maladministration Abri Group Limited (202003525) Case 202003525 · Old Property Condition migrated-2025 The complaint is about how the landlord has handled repairs to the drainage at the resident’s property. 7 Oct 2021 Maladministration Lambeth Council (201907737) Case 201907737 · Local Authority / ALMO or TMO The resident complains about the landlord’s response to reports of cracks and structural issues at the property, and its handling … 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 … 5 Oct 2021 Maladministration Hyde Housing Association Limited (202012954) Case 202012954 · Managing Relations The resident complains about the landlord’s handling of cracks and structural issues at the property, and its response to her … 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. 30 Sep 2021 Maladministration Birmingham City Council (202105351) Case 202105351 · Local Authority / ALMO or TMO The complaint is about the landlord's handling of repairs to the resident's gas fire. 30 Sep 2021 Maladministration Citizen Housing (202017420) Case 202017420 · Managing Relations The complaint is about the level of compensation offered to the resident for repair delays and lack of communication. 30 Sep 2021 Maladministration Clarion Housing Association Limited (202012576) Case 202012576 · Old Property Condition migrated-2025 REPORT COMPLAINT 202012576 Clarion Housing Association Limited 30 September 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 30 Sep 2021 Maladministration Ealing Council (201910837) Case 201910837 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports about: 30 Sep 2021 Maladministration Plus Dane Housing Limited (202102052) Case 202102052 · Old Property Condition migrated-2025 The resident complained about the landlord’s response to reports about the condition of the property including: Boiler. Windows. Kitchen. External … 30 Sep 2021 Maladministration Slough Borough Council (202014280) Case 202014280 · Local Authority / ALMO or TMO The complaint concerns: the landlord’s response to reports of a water leak from the overflow pipe. The landlord’s complaint handling. 30 Sep 2021 Maladministration St Basil’s (202009400) Case 202009400 · Abbeyfield This complaint is about the level of redress the landlord offered following the resident’s complaint that it granted unauthorised access … 30 Sep 2021 Maladministration Stockport Homes Limited (202000437) Case 202000437 · Managing Relations The resident complains about: The landlord’s response to his report of repairs needed at the property which he considers should … 30 Sep 2021 Maladministration Waltham Forest Council (202015034) Case 202015034 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of concerns the complainant raised about succession rights. 29 Sep 2021 Maladministration Hammersmith and Fulham Council (202013981) Case 202013981 · Local Authority / ALMO or TMO The complaint is about: the landlord’s response to the resident’s reports of noise disturbance from the flat above her. 29 Sep 2021 Maladministration Shepherds Bush Housing Association Limited (202005721) Case 202005721 · Old Property Condition migrated-2025 REPORT COMPLAINT 202005721 Shepherds Bush Housing Association Limited 29 September 2021 Our approach The Housing Ombudsman’s approach to investigating and … 29 Sep 2021 Maladministration Sovereign Living Limited (202008903) Case 202008903 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of boiler repairs at the property. 28 Sep 2021 Maladministration LiveWest Homes Limited (202104369) Case 202104369 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour (neighbour A). … 28 Sep 2021 Maladministration The Guinness Partnership Limited (202006419) Case 202006419 · Estate Management The complaint is about the landlord’s response to a dispute over the maintenance of the garden area in the front … 27 Sep 2021 Maladministration Haringey Council (202007715) Case 202007715 · Local Authority / ALMO or TMO This complaint is about the landlord’s handling of: kitchen upgrade works to the resident’s property; the resident’s reports of repairs … 27 Sep 2021 Maladministration Metropolitan Housing Trust Limited (202015295) Case 202015295 · Old Property Condition migrated-2025 The resident complains about how the landlord handled her reports of repairs needed to the wet room. 27 Sep 2021 Maladministration Trafford Housing Trust Limited (202015189) Case 202015189 · Estate Management The complaint is about the landlord’s handling of tree maintenance next to the resident’s property. 23 Sep 2021 Maladministration Leeds City Council (201914467) Case 201914467 · Managing Relations The resident complained about the landlord’s response to her complaint about the condition of the property when first let and … 22 Sep 2021 Maladministration Lambeth Council (201914310) Case 201914310 · Local Authority / ALMO or TMO This complaint is about the landlord’s handling of: the resident’s reports of damp at her property and the related follow-on … 21 Sep 2021 Maladministration Clarion Housing Association Limited (202008559) Case 202008559 · Financial The complaint concerns the landlord’s administration of the service charge account, specifically in respect of charges for communal works which … 21 Sep 2021 Maladministration Newlon Housing Trust (201900081) Case 201900081 · Managing Relations The complaint is about the landlord’s handling of the resident’s request for: A kitchen and bathroom refurbishment; and Repairs required … 21 Sep 2021 Maladministration Peabody Trust (202106695) Case 202106695 · Managing Relations The complaint is about the landlord’s handling of the resident’s complaint concerning a heating inspection at his home. 17 Sep 2021 Maladministration Home Group Limited (202016837) Case 202016837 · Managing Relations The complaint is about the landlord’s response to the resident’s reports about the external doors to the property. The landlord’s … 16 Sep 2021 Maladministration Islington Council (202015622) Case 202015622 · Local Authority / ALMO or TMO The resident complains about the landlord’s handling of her reports of damp and leaks at her property, and its response … 15 Sep 2021 Maladministration Hyde Housing Association Limited (202007775) Case 202007775 · Managing Relations The complaint is about the landlord's: Decision to restrict the resident's communication to a single point of contact (SPOC). Response … 15 Sep 2021 Maladministration Pine Court Housing Association Limited (202016974) Case 202016974 · Managing Relations The complaint concerns the landlord’s handling of the resident’s complaint about her housing transfer, antisocial behaviour, and customer service. 15 Sep 2021 Maladministration Westminster City Council (202009817) Case 202009817 · Local Authority / ALMO or TMO The resident complains about the landlord’s response to her claim for a discretionary disturbance payment, and her subsequent formal complaint … 13 Sep 2021 Maladministration Anchor Hanover Group (202101483) Case 202101483 · Old Property Condition migrated-2025 REPORT COMPLAINT 202101483 Anchor Hanover Group 9 September 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 9 Sep 2021 Maladministration Metropolitan Housing Trust Limited (202007353) Case 202007353 · Estate Management The complaint is about the landlord’s response to the resident’s: request to repair the door-shutting mechanism to a communal door. … 9 Sep 2021 Maladministration Midland Heart Limited (202107053) Case 202107053 · Managing Relations The resident complains about the landlord’s handling of his Voluntary Right to Buy (VRtB) application, and its response to his … 9 Sep 2021 Maladministration One Housing Group Limited (202103557) Case 202103557 · Financial The complaint concerns the landlord’s handling of the resident’s queries relating to her service charges for the year 2016 to … 8 Sep 2021 Maladministration Sanctuary Housing Association (202007219) Case 202007219 · Old Property Condition migrated-2025 The resident has complained about: The landlord’s handling of repairs to the roof, including the associated damp and mould problems. … 7 Sep 2021 Maladministration Metropolitan Housing Trust Limited (202104137) Case 202104137 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of the resident’s complaint about incomplete repair work to his balcony. 6 Sep 2021 Maladministration Camden Council (202011960) Case 202011960 · Local Authority / ALMO or TMO This complaint is about the landlord’s response to the resident’s concerns about: Delays to damp works to the lower ground … 6 Sep 2021 Maladministration Islington Council (202108137) Case 202108137 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s request for repairs to her garden.