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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.

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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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28 Mar 2025 Maladministration London Borough of Lewisham (202405712) Case 202405712 · Local Authority / ALMO or TMO REPORT COMPLAINT 202405712 Lewisham Council 28 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 28 Mar 2025 Maladministration London Borough of Waltham Forest (202412431) Case 202412431 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs to a bedroom ceiling. The resident’s complaint. 28 Mar 2025 Maladministration London & Quadrant Housing Trust (L&Q) (202318626) Case 202318626 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s repair requests as a result of a leak. 28 Mar 2025 Maladministration London & Quadrant Housing Trust (L&Q) (202321059) Case 202321059 · Old Complaints Handling categories The complaint is about the landlord’s handling of renewal of the kitchen in the property. The Ombudsman has investigated the … 28 Mar 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202315463) Case 202315463 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Reports of a leak, including related mould. The associated complaint, including compensation. 28 Mar 2025 Maladministration Newcastle City Council (202306961) Case 202306961 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s: Reports of an incomplete bathroom refurbishment. Repair request for a … 28 Mar 2025 Maladministration Notting Hill Genesis (NHG) (202320625) Case 202320625 · Financial The complaint is about the landlord’s handling of: The resident’s rent and service charge account. The associated complaint. 28 Mar 2025 Maladministration Paragon Asra Housing Limited (202319979) Case 202319979 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Reports of foul smells in their property. Complaint. 28 Mar 2025 Maladministration Royal Borough of Kensington and Chelsea (202220604) Case 202220604 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould. Noise nuisance at the property. 28 Mar 2025 Maladministration Southampton City Council (202419696) Case 202419696 · Local Authority / ALMO or TMO REPORT COMPLAINT 202419696 Southampton City Council 28 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 28 Mar 2025 Maladministration Sovereign Network Group (202339788) Case 202339788 · Old Complaints Handling categories The complaint is about the landlord’s handling of roof and gulley repairs. We have also considered the landlord’s complaint handling. 28 Mar 2025 Maladministration Stonewater Limited (202305334) Case 202305334 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s reports of repairs to the back garden steps and walls. 28 Mar 2025 Maladministration The Riverside Group Limited (202318293) Case 202318293 · Information and data management The complaint is about the landlord’s handling of: Adaptations to the property. The resident’s requests for reasonable adjustments. 28 Mar 2025 Maladministration West Northamptonshire Council (202300245) Case 202300245 · Health and Safety (inc. building safety) The complaint is about the landlord's handling of reports that a fire escape was blocked by overgrown vegetation and a … 27 Mar 2025 Maladministration A2Dominion Housing Group Limited (202319254) Case 202319254 · Financial The complaint is about the landlord’s handling of the resident’s concerns about its administration of her service charge account for … 27 Mar 2025 Maladministration Accent Housing Limited (202332888) Case 202332888 · Old Property Condition categories The complaint is about the landlord’s response to the resident’s reports of a broken boundary fence. 27 Mar 2025 Maladministration B3 Living Limited (202320785) Case 202320785 · Old Estate Management categories The complaint is about the landlord's handling of the resident’s reports of misuse of the bin store. 27 Mar 2025 Maladministration Haringey London Borough Council (202313032) Case 202313032 · Local Authority / ALMO or TMO The complaint is about: The landlord’s handling of the resident’s reports of penetrating damp and mould in the property. The … 27 Mar 2025 Maladministration Lewes District Council (202315233) Case 202315233 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s: Reports of a leak. Move to a new property. We … 27 Mar 2025 Maladministration London Borough of Croydon (202321534) Case 202321534 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Boiler repairs. The resident’s complaint. 27 Mar 2025 Maladministration London Borough of Lambeth (202232944) Case 202232944 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Roof repairs and damage to the resident’s property caused by leaks from … 27 Mar 2025 Maladministration London Borough of Lewisham (202400955) Case 202400955 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of a leak. 27 Mar 2025 Maladministration London Borough of Lewisham (202404632) Case 202404632 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s reports of poorly positioned guttering and subsequent internal damage to … 27 Mar 2025 Maladministration London & Quadrant Housing Trust (L&Q) (202220572) Case 202220572 · Information and data management The complaint is about the landlord’s handling of: The resident’s reports of a leak into his property and subsequent damp … 27 Mar 2025 Maladministration London & Quadrant Housing Trust (L&Q) (202313381) Case 202313381 · Old Tenants Behaviour categories The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB); Associated concerns regarding video recording … 27 Mar 2025 Maladministration London & Quadrant Housing Trust (L&Q) (202416768) Case 202416768 · Old Complaints Handling categories The complaint is about the landlord’s handling of: the resident’s reports of repairs to the roof, the bedroom window, and … 27 Mar 2025 Maladministration North Kesteven District Council (202316936) Case 202316936 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: Reports of asbestos at the property. The resident’s complaint. 27 Mar 2025 Maladministration North West Leicestershire District Council (202323994) Case 202323994 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s reports of repairs. 27 Mar 2025 Maladministration One Housing Group Limited (202318433) Case 202318433 · Financial The complaint is about the landlord’s handling of the resident’s request for a breakdown of service charges and communication about … 27 Mar 2025 Maladministration Paragon Asra Housing Limited (202403086) Case 202403086 · Old Complaints Handling categories The complaint is about the landlord’s: handling of reports of damp and mould and various repairs. complaint handling. 27 Mar 2025 Maladministration Portsmouth City Council (202332654) Case 202332654 · Financial The complaint is about the landlord’s handling of arrears on the resident’s rent account. 27 Mar 2025 Maladministration Reading Borough Council (202230478) Case 202230478 · Responsive repairs/activity The complaint is about the landlord’s handling of its plans to soundproof the resident’s flat. 27 Mar 2025 Maladministration Sheffield City Council (202331238) Case 202331238 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s: Concerns about the condition of the property upon letting. Reports … 27 Mar 2025 Maladministration Southern Housing (202314316) Case 202314316 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s reports of problems with their hot water. We have also … 27 Mar 2025 Maladministration The Riverside Group Limited (202317321) Case 202317321 · Financial The complaint is about the landlord’s handling of the administration of, and queries regarding, service charges. 27 Mar 2025 Maladministration Wiltshire Council (202301667) Case 202301667 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The conduct of a member … 26 Mar 2025 Maladministration Basildon Borough Council (202315108) Case 202315108 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of repairs to the roof and balcony. The landlord’s … 26 Mar 2025 Maladministration City of Westminster Council (202318036) Case 202318036 · Old Property Condition categories The complaint is about the landlord’s response to reports of water ingress. 26 Mar 2025 Maladministration East Suffolk Council (202343843) Case 202343843 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of damp and mould. 26 Mar 2025 Maladministration First Choice Homes Oldham Limited (202315772) Case 202315772 · Old Complaints Handling categories The complaint is about the landlord’s: Handling of the resident’s reports of delays in completing kitchen improvements and damages caused … 26 Mar 2025 Maladministration London Borough of Islington (202313724) Case 202313724 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of: Water ingress, damp and mould. Flooding in the … 26 Mar 2025 Maladministration London Borough of Lambeth (202400915) Case 202400915 · Information and data management The complaint is about the landlord’s handling of repairs to windows and the exterior of the property. The Ombudsman has … 26 Mar 2025 Maladministration London & Quadrant Housing Trust (202212403) Case 202212403 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s request that the landlord replace: The bathroom flooring. The kitchen. … 26 Mar 2025 Maladministration London & Quadrant Housing Trust (202318131) Case 202318131 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of: Arrears of rent. The resident’s application for a mutual exchange. The resident’s … 26 Mar 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202331997) Case 202331997 · Financial The complaint is about the landlord’s handling of the resident’s request for a service charge refund following the sale of … 26 Mar 2025 Maladministration Nottingham City Council (202312523) Case 202312523 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports about: 26 Mar 2025 Maladministration Paragon Asra Housing Limited (202228164) Case 202228164 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of noise transference. The Ombudsman has also considered the … 26 Mar 2025 Maladministration Peabody Trust (202323656) Case 202323656 · Old Complaints Handling categories The complaint is about the landlord’s handling of leaks into the property. We have also assessed the landlord’s complaint handling. 26 Mar 2025 Maladministration Peabody Trust (202402595) Case 202402595 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs following the collapse of the toilet ceiling and repairs to the … 26 Mar 2025 Maladministration Places for People Group Limited (202217505) Case 202217505 · Estate Management The complaint is about the landlord's handling of communal grounds maintenance. The Ombudsman has also investigated the landlord’s complaint handling.