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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 1,235 of 16,595 decisions matching "association"

Decisions

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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 … 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. 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 … 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. 18 Mar 2022 Maladministration Clarion Housing Association Limited (202105446) Case 202105446 · Financial This complaint is about the landlord’s response to the resident’s request for information about his service charges, and its handling … 15 Mar 2022 Maladministration Sovereign Housing Association Limited (202011600) Case 202011600 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of a flea infestation inside her property and in … 10 Mar 2022 Maladministration Progress Housing Association Limited (202112857) Case 202112857 · Old Property Condition migrated-2025 The complaint is about the landlord’s revocation of permission to extend the garden at the property. 9 Mar 2022 Maladministration Shepherds Bush Housing Association Limited (202006610) Case 202006610 · Occupancy Rights The complaint is about the landlord’s response to the resident’s request to run a business from her property. 28 Feb 2022 Maladministration Wandle Housing Association Limited (202110380) Case 202110380 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of a leak into the resident’s property. 24 Feb 2022 Maladministration Clarion Housing Association Limited (202106169) Case 202106169 · Managing Relations The complaint concerns: The length of time scaffolding was erected outside the property. The associated formal complaint into the matter. 23 Feb 2022 Maladministration Bromford Housing Association Limited (202007837) Case 202007837 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of flooding at the property and associated damage. 23 Feb 2022 Maladministration Orbit Housing Association Limited (202001562) Case 202001562 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of resident’s concerns about: Asbestos in the garden at the property and the … 15 Feb 2022 Maladministration Clarion Housing Association Limited (202012888) Case 202012888 · Old Property Condition migrated-2025 REPORT COMPLAINT 202012888 Clarion Housing Association Limited 15 February 2022 Our approach The Housing Ombudsman’s approach to investigating and determining … 11 Feb 2022 Maladministration Sovereign Housing Association Limited (201914495) Case 201914495 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of the resident’s anti-social behaviour reports. 8 Feb 2022 Maladministration Broadacres Housing Association Limited (202103840) Case 202103840 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the installation of a new Air Source Heat Pump (ASHP) heating system, … 1 Feb 2022 Maladministration Hyde Housing Association Limited (202011049) Case 202011049 · Managing Relations The resident’s complaint is about the landlord’s response to a water leak. The Ombudsman has also considered the landlord’s complaint … 27 Jan 2022 Maladministration Clarion Housing Association Limited (202010581) Case 202010581 · Managing Relations The complaint concerns the landlord’s: handling of the kitchen replacement works including its communication with the resident. response to the … 21 Jan 2022 Maladministration Leeds and Yorkshire Housing Association Limited (202100378) Case 202100378 · ASB/Abuse/Nuisance The complaint refers to the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) from her neighbour and their … 19 Jan 2022 Maladministration Thames Valley Housing Association Limited (202111793) Case 202111793 · Moving/Buying/Selling Home The complaint refers to the resident’s concern about the length of time it took the landlord to update its records … 18 Jan 2022 Maladministration Sanctuary Housing Association (202103334) Case 202103334 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of multiple repair issues at her property, including: a … 14 Jan 2022 Maladministration Shepherds Bush Housing Association Limited (202107108) Case 202107108 · Managing Relations The complaint refers to the landlord’s handling of: The resident’s reports of a blocked drain and his request for compensation. … 12 Jan 2022 Maladministration Clarion Housing Association Limited (202016776) Case 202016776 · Old Property Condition migrated-2025 The landlord's handling of repairs to fix a leak in the property and subsequent reports of damage. 8 Jan 2022 Maladministration Wandle Housing Association Limited (201911000) Case 201911000 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) from his neighbour. The associated … 30 Dec 2021 Maladministration Great Places Housing Association (202010282) Case 202010282 · Managing Relations The complaint is about: The landlord’s handling of repairs to the resident’s storage heaters, immersion heater, and electricity meter. The … 22 Dec 2021 Maladministration Phoenix Community Housing Association (Bellingham and Downham) Limited (202101157) Case 202101157 · Moving/Buying/Selling Home This complaint is about how the landlord handled the resident's request that it dispense with the requirement to repay the … 22 Dec 2021 Maladministration Poplar Housing And Regeneration Community Association Limited (202100940) Case 202100940 · Managing Relations The complaint is about the landlord’s handling of works required at the property, specifically, the resident is dissatisfied with delay … 17 Dec 2021 Maladministration Hexagon Housing Association Limited (202101844) Case 202101844 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of a water leak from the property above. 16 Dec 2021 Maladministration Clarion Housing Association Limited (202107827) Case 202107827 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s decant, return to his property, and request to be reimbursed … 15 Dec 2021 Maladministration Hyde Housing Association Limited (202103219) Case 202103219 · Managing Relations The complaint is about the landlord erroneously changing the locks at the property and its subsequent investigation of the error. … 30 Nov 2021 Maladministration Shepherds Bush Housing Association Limited (202004086) Case 202004086 · Old Property Condition migrated-2025 This complaint is about the landlord’s response to various repairs at the property. 26 Nov 2021 Maladministration Guinness Housing Association Limited (202109934) Case 202109934 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB). 25 Nov 2021 Maladministration Wandle Housing Association Limited (201916149) Case 201916149 · Managing Relations The complaint is about: The landlord’s response to the resident’s report of damp and mould in her bathroom, in relation … 19 Nov 2021 Maladministration Tuntum Housing Association Limited (202005850) Case 202005850 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the residents reports of: Anti-social behaviour (ASB) including noise and nuisance and … 17 Nov 2021 Maladministration Sanctuary Housing Association (202012638) Case 202012638 · Managing Relations The complaint is about the landlord’s handling of the resident's reports of defects at his new build property. The Ombudsman … 4 Nov 2021 Maladministration Sovereign Housing Association Limited (202106885) Case 202106885 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of soundproofing to the resident’s home. 28 Oct 2021 Maladministration Clarion Housing Association Limited (202016236) Case 202016236 · Estate Management The complaint is regarding: The landlord’s response to the resident’s reports of a blocked drain. The landlord’s handling of the … 26 Oct 2021 Maladministration Clarion Housing Association Limited (202015630) Case 202015630 · Managing Relations This complaint is about the landlord’s: Handling of repairs to the resident’s specialist disabled toilet. Complaint handling. 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 … 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 … 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 … 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 … 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 … 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. 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. … 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. 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 … 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 … 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. 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.