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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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6 Sep 2021 Maladministration Paragon Asra Housing Limited (202105810) Case 202105810 · Estate Management The complaint is about the landlord’s handling of a potential breach of the lease agreement relating to the maintenance of … 6 Sep 2021 Maladministration Settle Group (202101656) Case 202101656 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of reports of damp and mould at the property. 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 Maladministration Metropolitan Housing Trust Limited (202009401) Case 202009401 · Financial The complaint is about: The landlord’s administration of the resident’s rent and service charge account, including its response to her … 1 Sep 2021 Maladministration Metropolitan Housing Trust Limited (202011840) Case 202011840 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of: A leak at the property and subsequent repairs … 31 Aug 2021 Maladministration Brent Council (202013798) Case 202013798 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports about cracking in the walls at her property. 31 Aug 2021 Maladministration Darlington Borough Council (202012091) Case 202012091 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident's allegations of unacceptable staff conduct towards him. The Ombudsman has … 31 Aug 2021 Maladministration Luton Borough Council (202013316) Case 202013316 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports about: 27 Aug 2021 Maladministration Birmingham City Council (202015613) Case 202015613 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s request for the repair or replacement of her kitchen units. 26 Aug 2021 Maladministration Metropolitan Housing Trust Limited (202014736) Case 202014736 · Financial The resident complained about the landlord’s response to her complaint about her service charge for 2018/19 and in particular its … 23 Aug 2021 Maladministration Hyde Housing Association Limited (202100704) Case 202100704 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s concerns over the heating system in his property. 23 Aug 2021 Maladministration Optivo (201914273) Case 201914273 · Managing Relations The complaint refers to: 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 … 19 Aug 2021 Maladministration A2Dominion Housing Group Limited (202001273) Case 202001273 · Managing Relations The complaint is about the landlord’s response to the resident’s complaint about: Its handling of the resident’s decant. The quality … 19 Aug 2021 Maladministration Brent Council (201811888) Case 201811888 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports and complaints about costs and charges she incurred from … 19 Aug 2021 Maladministration Lambeth Council (202104328) Case 202104328 · Local Authority / ALMO or TMO The complaint is about: The landlord’s communication to the resident about the annual gas safety check at her property. The … 19 Aug 2021 Maladministration Sovereign Housing Association Limited (202010817) Case 202010817 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of an erection of a gate and her reports … 19 Aug 2021 Maladministration Uttlesford District Council (202005573) Case 202005573 · Local Authority / ALMO or TMO The complaint is about: The landlord’s handling of a boundary hedge maintenance dispute. The landlord’s associated complaint handling. 18 Aug 2021 Maladministration Christian Action (Enfield) Housing Association Limited (202103069) Case 202103069 · Estate Management The complaint refers to: The landlord’s handling of repairs needed to the guttering outside the resident’s property and internal works … 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 … 12 Aug 2021 Maladministration Southwark Council (202013386) Case 202013386 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s reports of no heating or hot water in the property … 11 Aug 2021 Maladministration Ongo Homes Limited (202104050) Case 202104050 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of rat infestations at the property. The complaint is … 10 Aug 2021 Maladministration Golding Homes Limited (202002016) Case 202002016 · ASB/Abuse/Nuisance REPORT COMPLAINT 202002016 Golding Homes Limited 10 August 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 9 Aug 2021 Maladministration Birmingham City Council (202006454) Case 202006454 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s concerns about asbestos containing materials at his property and related … 9 Aug 2021 Maladministration Camden Council (201909725) Case 201909725 · Local Authority / ALMO or TMO The complaint is about the landlord’s: 9 Aug 2021 Maladministration Harlow District Council (202011433) Case 202011433 · Managing Relations The complaint is about: The landlord’s response to the resident’s report of mould and damp in the property. Complaint handling. 9 Aug 2021 Maladministration Wigan Metropolitan Borough Council (201906755) Case 201906755 · Financial This complaint is about the landlord’s: handling of repairs to the resident’ property following a fire in the flat above. … 6 Aug 2021 Maladministration Hammersmith and Fulham Council (202100618) Case 202100618 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of a leak from the roof into his property. 4 Aug 2021 Maladministration Islington Council (202012886) Case 202012886 · Managing Relations The complaint concerns: The amount of time taken by the landlord to carry out repairs to the resident’s roof. The … 3 Aug 2021 Maladministration Cheshire Peaks & Plains Housing Trust (202101835) Case 202101835 · Managing Relations The complaint refers to the landlord’s handling of: repairs to the resident’s roof, outhouse and front door. the associated complaint. 2 Aug 2021 Maladministration The Guinness Partnership Limited (202015899) Case 202015899 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of a gas safety check at the property. 30 Jul 2021 Maladministration Leeds City Council (202102741) Case 202102741 · Local Authority / ALMO or TMO The complaint concerns the time taken by the landlord to repair the resident’s lounge ceiling, following a leak from the … 30 Jul 2021 Maladministration Metropolitan Housing Trust Limited (202009961) Case 202009961 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs at the property, specifically in respect of the heating and hot … 30 Jul 2021 Maladministration Metropolitan Thames Valley Housing (202015908) Case 202015908 · Managing Relations The complaint is about the landlord’s handling of repairs to resolve damp and mould issues in the resident’s property. The … 30 Jul 2021 Maladministration Newlon Housing Trust (202001445) Case 202001445 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; the related complaint. 30 Jul 2021 Maladministration Southern Housing Group Limited (202010169) Case 202010169 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of heating and hot water issues at the property. 29 Jul 2021 Maladministration Southwark Council (202004464) Case 202004464 · Health and Safety (inc. building safety) The resident has complained about the landlord’s handling of asbestos in her home. 27 Jul 2021 Maladministration Clarion Housing Association Limited (202000015) Case 202000015 · Managing Relations The complaint is about the landlord’s response to the resident’s report of water contamination at the property. 27 Jul 2021 Maladministration South Tyneside Housing Ventures Trust Limited (202012516) Case 202012516 · Estate Management The complaint is about the standard of cleaning carried out at the property. 26 Jul 2021 Maladministration Catalyst Housing Limited (201914673) Case 201914673 · Managing Relations The complaint is about the landlord’s response to the resident’s complaint about: Fly tipping; Dog hairs in the communal areas; … 26 Jul 2021 Maladministration Greenwich Council (202006184) Case 202006184 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of an odour in his property. 23 Jul 2021 Maladministration Peabody Trust (202009412) Case 202009412 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of noise nuisance from a neighbouring property. 22 Jul 2021 Maladministration Trafford Housing Trust Limited (202008540) Case 202008540 · Managing Relations The resident complained about the landlord's response to his complaint that he had been left without heating and hot water … 21 Jul 2021 Maladministration Havering Council (202008258) Case 202008258 · Local Authority / ALMO or TMO The complaint concerns: The landlord’s response to the resident’s reports of mould at her property and the remedial works offered … 21 Jul 2021 Maladministration Hyde Housing Association Limited (202000095) Case 202000095 · Managing Relations The complaint is about the landlord’s: Response to the resident’s request to replace the kitchen worktop. Complaint handling. 21 Jul 2021 Maladministration Redwing Living Limited (202001090) Case 202001090 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: The replacement of the resident’s storage heaters. The resident’s reports of exposed … 20 Jul 2021 Maladministration Croydon Council (201910960) Case 201910960 · Managing Relations The complaint is about the landlord’s: handling of repairs which the resident reported when she moved into the property and; … 19 Jul 2021 Maladministration Tower Hamlets Council (202010991) Case 202010991 · Managing Relations The complaint is about the landlord’s: Handling of a leak into the resident’s property. Complaint handling. 16 Jul 2021 Maladministration Barking and Dagenham Council (201911211) Case 201911211 · Health and Safety (inc. building safety) This complaint is about the level of compensation awarded by the landlord for its delays in removing items from the … 16 Jul 2021 Maladministration Birmingham City Council (202013007) Case 202013007 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of cracks in the walls of his property.