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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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28 Nov 2024 Maladministration Orbit Group Limited (202225124) Case 202225124 · Old Property Condition categories The landlord’s response to the resident’s complaint about her request for fencing and repairs. 28 Nov 2024 Maladministration Peabody Trust (202318478) Case 202318478 · Information and data management The complaint is about the landlord’s: Handling of the resident’s reports of repairs. Response to the resident's concerns about her … 28 Nov 2024 Maladministration Phoenix Community Housing Association (Bellingham and Downham) Limited (202400591) Case 202400591 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Handling of repairs to resolve damp and mould. Decision not to decant the resident. … 28 Nov 2024 Maladministration Tower Hamlets Homes (202317945) Case 202317945 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s report of a leak affecting the property. The associated complaint. 27 Nov 2024 Maladministration Abri Group Limited (202228061) Case 202228061 · Estate Management The complaint is about the landlord’s: Response to the resident’s concerns that a neighbour had erected a patio and fence … 27 Nov 2024 Maladministration Amplius Living (202410731) Case 202410731 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports that the property was cold and does not retain … 27 Nov 2024 Maladministration Irwell Valley Housing Association Limited (202308371) Case 202308371 · Estate Management The complaint is about the landlord’s handling of the: Resident’s reports of concerns with the communal cleaning. Resident’s reports of … 27 Nov 2024 Maladministration Islington and Shoreditch Housing Association Limited (202305280) Case 202305280 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s request for repairs to the wet room in the property. … 27 Nov 2024 Maladministration Islington Council (202224543) Case 202224543 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Reports of water ingress. Associated formal complaint. 27 Nov 2024 Maladministration Islington Council (202320838) Case 202320838 · Managing Relations The complaint is about: The landlord’s handling of repairs to remedy water ingress into the property. The landlord’s complaint handling. 27 Nov 2024 Maladministration Lambeth Council (202229980) Case 202229980 · Managing Relations The complaint is about the landlord’s handling of window repairs and replacements at the resident’s home. The Ombudsman has also … 27 Nov 2024 Maladministration Lambeth Council (202327732) Case 202327732 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of foul water leaking into his property. The Ombudsman … 27 Nov 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202309085) Case 202309085 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs to the resident’s floors. The associated complaint. 27 Nov 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202313842) Case 202313842 · Estate Management The complaint is about the landlord’s handling of: repairs to the communal roof. the resident’s associated complaint. 27 Nov 2024 Maladministration Metropolitan Thames Valley Housing (MTV) (202226156) Case 202226156 · Managing Relations The complaint is about the landlord’s handling of the resident’s: responsive repairs following a leak. subsequent complaint. 27 Nov 2024 Maladministration Newlon Housing Trust (202225139) Case 202225139 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of lack of water, heating, and hot water. The … 27 Nov 2024 Maladministration Notting Hill Genesis (NHG) (202340097) Case 202340097 · Estate Management The complaint is about the landlord’s response to the resident’s: reports of poor maintenance of the communal CCTV system. request … 27 Nov 2024 Maladministration One Housing Group Limited (202310823) Case 202310823 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Reports about excessive heat and poor ventilation in the property … 27 Nov 2024 Maladministration One Housing Group Limited (202316616) Case 202316616 · Old Property Condition migrated-2025 The complaint is about the resident’s reports about the landlord’s handling of repairs to the metal panel attached to her … 27 Nov 2024 Maladministration Orbit Group Limited (202300902) Case 202300902 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of a leak, and the associated repairs. The Ombudsman … 27 Nov 2024 Maladministration Shepherds Bush Housing Association Limited (202305835) Case 202305835 · Old Tenants Behaviour categories The complaint concerns the landlord's response to the resident’s reports of strong smells in her flat. 27 Nov 2024 Maladministration Southern Housing (202301178) Case 202301178 · Old Complaints Handling categories The complaint is about the landlord’s: Handling of the repairs following a leak into the property. Complaint handling. 27 Nov 2024 Maladministration Stonewater Limited (202225980) Case 202225980 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of a broken fence and other garden issues. The … 27 Nov 2024 Maladministration Stonewater Limited (202318462) Case 202318462 · Managing Relations The complaint is about the landlord’s handling of: the resident’s request for adaptations. the associated complaint. 27 Nov 2024 Maladministration The Industrial Dwellings Society (1885) Limited (202344796) Case 202344796 · Old Property Condition categories The resident’s complaint was about the landlord’s handling of reports of damp and mould and of a leak flooding the … 27 Nov 2024 Maladministration Thurrock Council (202301374) Case 202301374 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of works required in the resident’s property. 26 Nov 2024 Maladministration Aster Group Limited (202305147) Case 202305147 · Old Tenants Behaviour categories The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour. 26 Nov 2024 Maladministration Citizen Housing (202337021) Case 202337021 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: The replacement of three internal doors and a front entrance door. Communal … 26 Nov 2024 Maladministration Hammersmith and Fulham Council (202317776) Case 202317776 · Old Property Condition categories The complaint is about the landlord’s handling of fencing repairs. 26 Nov 2024 Maladministration Hexagon Housing Association Limited (202318042) Case 202318042 · Managing Relations The complaint is about the condition of the property at the start of the tenancy and the landlord’s handling of … 26 Nov 2024 Maladministration Lambeth Council (202302113) Case 202302113 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: Annual gas safety check appointments. The associated complaint. 26 Nov 2024 Maladministration Lambeth Council (202340018) Case 202340018 · Managing Relations The complaint is about the landlord’s handling of: Damp and mould. Boiler repairs. The Ombudsman has also considered the landlord’s … 26 Nov 2024 Maladministration Lambeth Council (202400611) Case 202400611 · Financial The complaint is about the landlord’s handling of: Leaks to the resident’s property. Damp and mould. Damage to the resident’s … 26 Nov 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202311830) Case 202311830 · Managing Relations The resident’s complaint is about the landlord’s handling of repairs to the window seals. The Ombudsman has also considered the … 26 Nov 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202317035) Case 202317035 · Old Complaints Handling categories The complaint is about the landlord's handling of the resident’s reports about antisocial behaviour. The landlord’s complaints handling has also … 26 Nov 2024 Maladministration Metropolitan Thames Valley Housing (MTV) (202226242) Case 202226242 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs to a structural wall of the property. The associated formal complaint. 26 Nov 2024 Maladministration Places for People Group Limited (202348597) Case 202348597 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s reports about repairs to his kitchen, including his request for … 25 Nov 2024 Maladministration A2Dominion Housing Group Limited (202234916) Case 202234916 · Financial The complaint is about the landlord’s handling of the resident’s request for further information about its 2021/2022 service charges. The … 25 Nov 2024 Maladministration Adur District Council (202302149) Case 202302149 · Information and data management The complaint is about the landlord’s: Handling of reports of black mould in the property. Complaint handling. The Ombudsman has … 25 Nov 2024 Maladministration East Riding of Yorkshire Council (202320791) Case 202320791 · Old Complaints Handling categories This complaint is about how the landlord handled the resident’s: Request for a transfer to another property in the block … 25 Nov 2024 Maladministration Lambeth Council (202401763) Case 202401763 · Old Property Condition categories This complaint is about the landlord’s response to the resident’s reports of: Structural issues with the staircase due to damp … 25 Nov 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202201163) Case 202201163 · Estate Management The complaint is about the landlord’s handling of a fence repair or replacement. The Ombudsman has also considered the landlord’s … 25 Nov 2024 Maladministration Longhurst Group Limited (202313632) Case 202313632 · Estate Management The complaint is about the landlord's handling of: Communal repairs. The communal cleaning. The resident’s associated complaint. 25 Nov 2024 Maladministration Metropolitan Thames Valley Housing (MTV) (202312684) Case 202312684 · Financial The complaint is about the landlord’s handling of the resident’s: Request for information regarding her service charge. Associated complaint. 25 Nov 2024 Maladministration Metropolitan Thames Valley Housing (MTV) (202322349) Case 202322349 · Managing Relations The complaint is about the landlord’s response to the resident’s: Reports of a leak in the loft, and damp and … 25 Nov 2024 Maladministration One Housing Group Limited (202320330) Case 202320330 · Managing Relations The complaint is about the landlord’s communication regarding obtaining an energy performance certificate and its process for installing solar panels. … 25 Nov 2024 Maladministration Places for People Group Limited (202324322) Case 202324322 · Managing Relations The complaint is about the landlord’s handling of the: Resident’s reports of damp and mould. Resident’s reports of concerns with … 25 Nov 2024 Maladministration South Tyneside Council (202312194) Case 202312194 · Old Property Condition migrated-2025 The complaint is about the landlord's response to the resident’s reports of faulty windows and her request to have all … 25 Nov 2024 Maladministration Sovereign Network Homes (Former Network Homes) (202306041) Case 202306041 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s reports of long-standing issues with his adapted shower room, and … 25 Nov 2024 Maladministration Waltham Forest Council (202414662) Case 202414662 · Managing Relations The complaint is about the landlord’s handling of the resident’s concerns regarding the conduct of a member of its staff.