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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 Dec 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202226260) Case 202226260 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB) by his upstairs neighbour. Flooding … 21 Dec 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202208034) Case 202208034 · Managing Relations The complaint is about the landlord’s: response to the resident’s concerns about the installation of windows at his property; complaints … 21 Dec 2023 Maladministration Norwich City Council (202234907) Case 202234907 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her property. The associated … 21 Dec 2023 Maladministration Places for People Group Limited (202206081) Case 202206081 · Information and data management The complaint is about the landlord’s handling of the resident’s reports of domestic abuse and her request for an urgent … 21 Dec 2023 Maladministration Southern Housing Group Limited (202128297) Case 202128297 · Managing Relations The complaint is about the landlord’s handling of: Repairs in the kitchen. The resident's reports of damp and mould in … 21 Dec 2023 Maladministration Vivid Housing Limited (202211330) Case 202211330 · Financial The complaint is about the landlord’s handling of the resident’s concerns about the service management charge. The Ombudsman has also … 21 Dec 2023 Maladministration Watford Community Housing Trust (202211914) Case 202211914 · Financial The complaint is about the landlord’s handling of the residents rent account. The Ombudsman has decided to investigate the landlord’s … 21 Dec 2023 Maladministration Waverley Borough Council (202223467) Case 202223467 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s: reports of anti-social behaviour (ASB). queries about the back garden … 20 Dec 2023 Maladministration Haringey London Borough Council (202123490) Case 202123490 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Response to the resident’s reports of ASB between May 2022 and August 2022. Response … 20 Dec 2023 Maladministration Hexagon Housing Association Limited (202201020) Case 202201020 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of various repairs in the property. This service has … 20 Dec 2023 Maladministration Hyde Housing Association Limited (202124025) Case 202124025 · ASB/Abuse/Nuisance The complaint is about: The landlords response to the residents reports of anti social behaviour (ASB). The landlords handling of … 20 Dec 2023 Maladministration Hyde Housing Association Limited (202221054) Case 202221054 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the balcony door. 20 Dec 2023 Maladministration Lewisham Council (202105460) Case 202105460 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of noise and fouling caused by birds. The Ombudsman … 20 Dec 2023 Maladministration Livv Housing Group (202121943) Case 202121943 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: The resident’s report of a pest infestation at the resident’s previous property. … 20 Dec 2023 Maladministration Paragon Asra Housing Limited (202202007) Case 202202007 · Estate Management The complaint is about the landlord’s handling of the resident’s requests: For it to replace the windows in her property. … 20 Dec 2023 Maladministration Southern Housing Group Limited (202203359) Case 202203359 · Managing Relations The complaint is about the landlord’s handling of: The property condition at the point of mutual exchange. Repairs reported by … 20 Dec 2023 Maladministration Sovereign Housing Association Limited (202218565) Case 202218565 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of damp and mould and subsequent damage to the … 20 Dec 2023 Maladministration The Guinness Partnership Limited (202102462) Case 202102462 · Managing Relations The complaint is about: The landlord’s response to the resident’s report about her roof. The landlord’s complaint handling. 20 Dec 2023 Maladministration Tower Hamlets Homes (202217515) Case 202217515 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to internal air vents at the resident’s property which resulted in … 19 Dec 2023 Maladministration A2Dominion Housing Group Limited (202202594) Case 202202594 · Managing Relations REPORT COMPLAINT 202202594 A2Dominion Housing Group Limited 19 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 19 Dec 2023 Maladministration Clarion Housing Association Limited (202114998) Case 202114998 · Financial The complaint is about the landlord’s: Response to the resident’s reports of an ongoing pigeons’ infestation. Response to the resident’s … 19 Dec 2023 Maladministration Midland Heart Limited (202121358) Case 202121358 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of defects after she moved into the new build … 19 Dec 2023 Maladministration Raven Housing Trust Limited (202017342) Case 202017342 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s concerns about: noise transference. fire safety in the building. complaint … 19 Dec 2023 Maladministration Southwark Council (202300194) Case 202300194 · Managing Relations The complaint is about the landlord's handling of reports of damp and mould. The Ombudsman has also considered the landlord’s … 19 Dec 2023 Maladministration Sovereign Housing Association Limited (202120596) Case 202120596 · Managing Relations The complaint is about the landlord’s handling of the resident’s: reports of collapsed ceilings, heating and hot water failures, plumbing … 19 Dec 2023 Maladministration Stonewater Limited (202126401) Case 202126401 · Financial The complaint is about the landlord’s response to the resident’s: Concerns of administration and calculation of service charge actuals and … 18 Dec 2023 Maladministration Clarion Housing Association Limited (202227017) Case 202227017 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to reports of damp and mould. 18 Dec 2023 Maladministration Hyde Housing Association Limited (202119260) Case 202119260 · Managing Relations This complaint is about the landlord’s handling of: Reports of a leak into the resident’s property. The associated complaint. 18 Dec 2023 Maladministration London Borough of Hackney (202202843) Case 202202843 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports that she was experiencing noise nuisance and antisocial behaviour … 18 Dec 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202120966) Case 202120966 · Estate Management The complaint is about the landlord’s handling of: Repairs to the building following a burglary. The resident’s request for it … 18 Dec 2023 Maladministration Notting Hill Genesis (NHG) (202114207) Case 202114207 · Managing Relations The complaint is about the landlord’s: Communication about cyclical works. Complaint handling. 18 Dec 2023 Maladministration Swan Housing Association Limited (202234533) Case 202234533 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of the resident’s reports of damp and mould problems in his home. 15 Dec 2023 Maladministration Clarion Housing Association Limited (202203929) Case 202203929 · Financial The complaint is about the landlord’s handling of the resident’s queries about his service charges. The Ombudsman has also considered … 15 Dec 2023 Maladministration Coastline Housing Limited (202202199) Case 202202199 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s: … 15 Dec 2023 Maladministration GreenSquareAccord Limited (202229616) Case 202229616 · Managing Relations The complaint is about the landlord’s handling of the resident’s report of a suspected carbon monoxide leak. The Ombudsman has … 15 Dec 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202123080) Case 202123080 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Report about the condition of the property when it was … 15 Dec 2023 Maladministration Peabody Trust (202102403) Case 202102403 · Estate Management The complaint is about the landlord’s handling of the resident’s request for it to secure its own access to the … 15 Dec 2023 Maladministration Star Housing (202220505) Case 202220505 · Managing Relations The complaint is about: The information provided by the landlord before the resident accepted the tenancy. The landlord’s response to … 15 Dec 2023 Maladministration Two Rivers Housing (202127822) Case 202127822 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of damp and mould at the property and the … 15 Dec 2023 Maladministration Westminster City Council (202210315) Case 202210315 · Managing Relations The complaint is about the landlord’s handling of: Reports of a leak into the resident’s property. The associated complaint. 14 Dec 2023 Maladministration Clarion Housing Association Limited (202200962) Case 202200962 · Financial The complaint is about the landlord’s handling of the resident’s concerns: about service charges and that he is being charged … 14 Dec 2023 Maladministration London Borough of Hackney (202308223) Case 202308223 · Managing Relations The complaint is about the landlord's handling of: The resident's reports of a toilet leak, and the subsequent damage to … 14 Dec 2023 Maladministration London Borough of Sutton (202204166) Case 202204166 · Managing Relations This complaint is about the landlord’s: Response to the resident’s concerns about the property’s condition on letting. Complaint handling. 14 Dec 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202121266) Case 202121266 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also investigated … 14 Dec 2023 Maladministration Places for People Group Limited (202210881) Case 202210881 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of a leak and subsequent repairs. Formal complaint. 14 Dec 2023 Maladministration Thurrock Council (202220272) Case 202220272 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and hate crime. 14 Dec 2023 Maladministration Tower Hamlets Homes (202122079) Case 202122079 · Health and Safety (inc. building safety) The complaint is about: The landlord’s handling of the resident’s concerns about fire safety, including how it processed the EWS1 … 14 Dec 2023 Maladministration Westminster City Council (202212609) Case 202212609 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of water ingress. Complaint handling. 13 Dec 2023 Maladministration Home Group Limited (202225677) Case 202225677 · Managing Relations The complaint is about the landlord’s handling of: - A leak and associated repairs. The Ombudsman has also investigated the … 13 Dec 2023 Maladministration London Borough of Hackney (202301936) Case 202301936 · Old Property Condition migrated-2025 The complaint is about the landlord’s: Handling of the repair of leaks from the property above the resident. Handling of …