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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 2023 Maladministration Gateshead Metropolitan Borough Council (202128113) Case 202128113 · Managing Relations This complaint is about the landlord’s handling of the resident’s reports of water ingress at his property. The Ombudsman has … 28 Nov 2023 Maladministration Hyde Housing Association Limited (202203800) Case 202203800 · Managing Relations This complaint is about the landlord’s handling of: Water leaks into the resident’s flat. The associated complaint. 28 Nov 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202110637) Case 202110637 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) about a neighbour, following issue … 28 Nov 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202219573) Case 202219573 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Handling of reports of a faulty smoke ventilation system. Handling of reports of a … 28 Nov 2023 Maladministration Ocean Housing Limited (202318909) Case 202318909 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports concerning antisocial behaviour. Complaint handling. 28 Nov 2023 Maladministration Southwark Council (202120712) Case 202120712 · ASB/Abuse/Nuisance The complaint is about the landlord's handling of reports of antisocial behaviour (ASB) about a neighbour, and its response to … 28 Nov 2023 Maladministration Wandle Housing Association Limited (202223139) Case 202223139 · Old Property Condition migrated-2025 REPORT COMPLAINT 202223139 Wandle Housing Association Limited 28 November 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 27 Nov 2023 Maladministration Orbit Group Limited (202225435) Case 202225435 · Managing Relations The complaint is about the landlord’s handling of: The resident’s report of leaks, blockages, and drainage issues Repairs to the … 27 Nov 2023 Maladministration Royal Borough of Kensington and Chelsea (202120447) Case 202120447 · Financial The complaint is about the landlord’s handling of the resident's: Requests for major works information. Concerns about workmanship quality. 27 Nov 2023 Maladministration Southern Housing Group Limited (202117230) Case 202117230 · Managing Relations The complaint is about the landlord’s handling of: The residents reports of water ingress into the property. The associated remedial … 27 Nov 2023 Maladministration Wandle Housing Association Limited (202124591) Case 202124591 · Managing Relations The complaint is about: The landlord’s handling of the condition of the resident’s new home. The landlord's refusal to carry … 24 Nov 2023 Maladministration Guinness Trust (202221101) Case 202221101 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of damp and mould and the associated repairs. 24 Nov 2023 Maladministration Orbit Group Limited (202223344) Case 202223344 · Managing Relations The complaint is about the landlord’s response to the resident's reports of damp, mould and outstanding repairs. This report will … 23 Nov 2023 Maladministration Camden Council (202208606) Case 202208606 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of leaks from the property above. 23 Nov 2023 Maladministration Lambeth Council (202115517) Case 202115517 · Financial The complaint is about the landlord’s: Response to the resident’s concerns in relation to paying service charges for services not … 21 Nov 2023 Maladministration A2Dominion Housing Group Limited (202201426) Case 202201426 · Estate Management The complaint is about the landlord’s handling of the resident’s concerns about the communal cleaning service. 21 Nov 2023 Maladministration Housing Solutions (202120691) Case 202120691 · Managing Relations The complaint is about the landlord's handling of repairs to a defective heating and hot water system. The Service has … 21 Nov 2023 Maladministration Paragon Asra Housing Limited (202216637) Case 202216637 · Managing Relations The complaint is about: The landlord’s handling of planned works to refurbish the resident’s bathroom and the resident’s reports of … 20 Nov 2023 Maladministration The Guinness Partnership Limited (202212916) Case 202212916 · Managing Relations The complaint is about; The landlord’s handling of a leak in the resident’s property. The landlord’s handling of the associated … 20 Nov 2023 Maladministration Westward Housing Group Limited (202113399) Case 202113399 · Managing Relations The complaint is about the landlord’s: handling of repairs to the resident’s property (flooring, hot water tank and stopcock). response … 17 Nov 2023 Maladministration Birmingham City Council (202210771) Case 202210771 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and racial abuse. The Ombudsman … 17 Nov 2023 Maladministration GreenSquareAccord Limited (202229698) Case 202229698 · Managing Relations This is about the landlord’s handing of: Remedial works at the property. The landlord’s communication about the resident’s proposed temporary … 16 Nov 2023 Maladministration A2Dominion Housing Group Limited (202223460) Case 202223460 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of water hammer noise. 16 Nov 2023 Maladministration Stoke-on-Trent City Council (202216660) Case 202216660 · Managing Relations The complaint is about the landlord's handling of the resident’s reports of cracks appearing in the walls of the property. … 15 Nov 2023 Maladministration Clarion Housing Association Limited (202208784) Case 202208784 · Managing Relations The complaint is about: The landlord's response to reports of a leak from the resident's toilet. The landlord's handling of … 15 Nov 2023 Maladministration Housing For Women (202113495) Case 202113495 · Financial The complaint is about the landlord’s response to the resident’s service charge enquiries. The Ombudsman has also considered the landlord’s … 15 Nov 2023 Maladministration London Borough of Barking and Dagenham (202206884) Case 202206884 · Information and data management The complaint is about the landlord’s: Handling of repairs to fix a leaking roof. Complaints handling. Knowledge and information management. 15 Nov 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202216051) Case 202216051 · Managing Relations The complaint is about the landlord’s handling of: The bathroom repair works carried out by the landlord’s contractor and the … 14 Nov 2023 Maladministration Islington Council (202217372) Case 202217372 · Managing Relations The complaint is about: The landlord’s handling of repairs to a faulty centrifugal fan. The landlord’s complaint handling. 14 Nov 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202115891) Case 202115891 · Managing Relations This complaint is about the landlord’s: Response to the resident’s report of a flood; Handling of a related decant; Handling … 14 Nov 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202121703) Case 202121703 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s report of antisocial behaviour (ASB) in October 2021. The Ombudsman … 13 Nov 2023 Maladministration Lewisham Council (202124493) Case 202124493 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of repairs to: The guttering. The roof leak. 13 Nov 2023 Maladministration Silva Homes Limited (202205197) Case 202205197 · Managing Relations The complaint is about the landlord’s handling of The resident’s reports of damp and mould within the property. The associated … 10 Nov 2023 Maladministration Lambeth Council (202203297) Case 202203297 · Managing Relations The complaint is about: The landlord’s handling of various repairs to the property. The landlord’s complaint handling. 10 Nov 2023 Maladministration Optivo (now Southern Housing) (202229415) Case 202229415 · Managing Relations The complaint is about the landlord’s handling of essential works to remove and control mould in the property This Service … 10 Nov 2023 Maladministration Wigan Metropolitan Borough Council (202126740) Case 202126740 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The associated formal complaint. 9 Nov 2023 Maladministration Birmingham City Council (202204579) Case 202204579 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs reported by the resident about a leak, and subsequent damp and … 9 Nov 2023 Maladministration GreenSquareAccord Limited (202214873) Case 202214873 · Managing Relations REPORT COMPLAINT 202214873 GreenSquareAccord Limited 9 November 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 9 Nov 2023 Maladministration Southern Housing (202200062) Case 202200062 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs to the communal entrance door. The associated complaint. 9 Nov 2023 Maladministration Southwark Council (202210187) Case 202210187 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of disrepair issues causing pest infestations including rats, mice … 8 Nov 2023 Maladministration Birmingham City Council (202112335) Case 202112335 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of reports of antisocial behaviour (ASB) from the resident. The landlord’s handling of … 8 Nov 2023 Maladministration Jigsaw Homes Group Limited (202220957) Case 202220957 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the reported condition of the property and rubbish being left in the … 8 Nov 2023 Maladministration Wandle Housing Association Limited (202223775) Case 202223775 · Estate Management The complaint is about the landlord’s response to the resident’s reports of repairs to the communal front door and entry … 7 Nov 2023 Maladministration GreenSquareAccord Limited (202302675) Case 202302675 · Financial This complaint is about the landlord's handling of the collection of the residents rent in advance and the rent arrears. … 7 Nov 2023 Maladministration Hackney Council (202212255) Case 202212255 · Old Complaints Handling categories The complaint is regarding the landlord’s handling of: Repair issues in the property including a leak, hole in a bedroom … 7 Nov 2023 Maladministration Harlow District Council (202222989) Case 202222989 · Managing Relations The complaint is about: The landlord’s handling of an ongoing roof leak into the resident’s property. The landlord’s handling of … 7 Nov 2023 Maladministration Hyde Housing Association Limited (202210353) Case 202210353 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour by her neighbour. Complaint handling. 7 Nov 2023 Maladministration Lambeth Council (202202383) Case 202202383 · Information and data management The complaint is about the landlord's handling of reports of leaks, damp, mould and water damage in the property. The … 7 Nov 2023 Maladministration Sovereign Housing Association Limited (202220067) Case 202220067 · Managing Relations The complaint is about the landlord’s handling of reports of a roof leak, damp and mould and damaged belongings at … 7 Nov 2023 Maladministration The Guinness Partnership Limited (202225901) Case 202225901 · Managing Relations The complaint is about: The landlord’s handling of repairs related to damp and mould reports. The landlord’s handling of repairs …