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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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3 Nov 2023 Maladministration Places for People Group Limited (202128598) Case 202128598 · Financial This complaint is about the landlord’s: Response to the resident’s various service charge concerns; Complaint handling. 2 Nov 2023 Maladministration Beyond Housing Limited (202209764) Case 202209764 · Managing Relations The complaint is about: The landlord’s response to the resident’s concerns about staff conduct; The landlord’s handling of repairs to … 2 Nov 2023 Maladministration Lambeth Council (202220014) Case 202220014 · Managing Relations The complaint is about the landlord’s response to reports of a broken lift. As part of this investigation, this Service … 1 Nov 2023 Maladministration Haringey London Borough Council (202228697) Case 202228697 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of damaged windows. The Ombudsman has also considered the … 1 Nov 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202222655) Case 202222655 · Financial The complaint is about: The landlord's handling of a refund to the resident’s rent account. The landlord's response to the … 31 Oct 2023 Maladministration Anchor Hanover Group (202215706) Case 202215706 · Managing Relations The complaint is about: the landlord’s approach to a lease variation. the associated complaint. 31 Oct 2023 Maladministration Aster Group Limited (202108633) Case 202108633 · Managing Relations The complaint concerns the landlord’s handling of defects and snagging issues raised by the resident. This report has also considered: … 31 Oct 2023 Maladministration Birmingham City Council (202218060) Case 202218060 · Managing Relations The complaint is regarding the landlord’s: Handling of the resident’s reports about the condition of the property upon moving in … 31 Oct 2023 Maladministration Central Bedfordshire Council (202217828) Case 202217828 · ASB/Abuse/Nuisance The complaint is about the landlord's handling of: The resident’s reports of anti-social behaviour (‘ASB’); and The subsequent complaint. 31 Oct 2023 Maladministration Clarion Housing Association Limited (202215200) Case 202215200 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the residents concerns regarding the safety of the cladding at her property. … 31 Oct 2023 Maladministration Estuary Housing Association Limited (202218007) Case 202218007 · Managing Relations The complaint is about the landlord’s: Handling of major works. Complaints handling. 31 Oct 2023 Maladministration Haringey London Borough Council (202123994) Case 202123994 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) and noise. The associated complaint. 31 Oct 2023 Maladministration Lambeth Council (202223064) Case 202223064 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of a leak from a flat above. The landlord’s … 31 Oct 2023 Maladministration LiveWest Homes Limited (202215615) Case 202215615 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of and response to antisocial behaviour caused by the resident’s neighbour between May … 31 Oct 2023 Maladministration London Borough of Redbridge (202208497) Case 202208497 · Managing Relations The landlord’s handling of: Reports of a leak coming from the property above, damp and mould in the property. The … 31 Oct 2023 Maladministration Notting Hill Genesis (NHG) (202124552) Case 202124552 · Managing Relations The complaint is about the landlord’s conduct during visits to the resident’s property. The Ombudsman has also considered the landlord’s … 31 Oct 2023 Maladministration Optivo (now Southern Housing) (202216980) Case 202216980 · Estate Management The complaint is about: How the landlord handled repairs to the communal entry door to the building. How the landlord … 31 Oct 2023 Maladministration Orbit Group Limited (202016924) Case 202016924 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of defects and repairs. Complaints handling. 31 Oct 2023 Maladministration Paragon Asra Housing Limited (202014965) Case 202014965 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the residents reports of ASB (anti social behaviour). The landlord’s handling of … 31 Oct 2023 Maladministration Peabody Trust (202121899) Case 202121899 · Information and data management The complaint is about: The landlord’s handling of reports of outstanding repairs and its communication. The landlord’s complaint handling has … 31 Oct 2023 Maladministration Sage Housing Limited (SHL) (202116347) Case 202116347 · Managing Relations The complaint was about: The landlord’s handling of the resident’s request for documents relating to Japanese knotweed (“knotweed”) during the … 31 Oct 2023 Maladministration Sanctuary Housing Association (202224898) Case 202224898 · Managing Relations The complaint is about the landlord's handling of: repairs to the resident’s leaking roof; the associated complaint. 31 Oct 2023 Maladministration Sovereign Housing Association Limited (202221259) Case 202221259 · Managing Relations The complaint is about the landlord’s: Handling of repairs to the roof of the resident’s property. Response to the resident’s … 31 Oct 2023 Maladministration The Guinness Partnership Limited (202220012) Case 202220012 · Managing Relations The complaint is about the landlord’s handling of plastering repairs. The Ombudsman has also considered the landlord’s complaint handling. 31 Oct 2023 Maladministration Tower Hamlets Homes (202007679) Case 202007679 · ASB/Abuse/Nuisance REPORT COMPLAINT 202007679 Tower Hamlets Homes 31 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 30 Oct 2023 Maladministration A2Dominion Housing Group Limited (202122336) Case 202122336 · Managing Relations REPORT COMPLAINT 202122336 A2Dominion Housing Group Limited 30 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 30 Oct 2023 Maladministration Clarion Housing Association Limited (202008234) Case 202008234 · Moving/Buying/Selling Home REPORT COMPLAINT 202008234 Clarion Housing Association Limited 30 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 30 Oct 2023 Maladministration Notting Hill Genesis (NHG) (202123801) Case 202123801 · Information and data management This complaint is about the landlord’s: Response to the resident’s request for a copy of its reasonable adjustment policy. Response … 30 Oct 2023 Maladministration Onward Homes Limited (202216740) Case 202216740 · Estate Management The complaint is about the landlord’s handling of: the resident’s concerns about the quality of the grounds maintenance service and … 30 Oct 2023 Maladministration Stonewater Limited (202012420) Case 202012420 · Managing Relations This is about the landlord’s: Response to the resident’s report of damp and mould in his new build home. The … 29 Oct 2023 Maladministration Aster Group Limited (202200958) Case 202200958 · Managing Relations This complaint is about the landlord’s handling of the resident’s reports of defective guttering and related damp at the property. … 27 Oct 2023 Maladministration Flagship Housing Group Limited (202004372) Case 202004372 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the following repairs at the resident’s home: Damp and mould; Roof; Doors … 27 Oct 2023 Maladministration London Borough of Ealing (202117829) Case 202117829 · Managing Relations The complaint is about the landlord’s handling of: A roof leak and the associated repair works. The associated complaint. 27 Oct 2023 Maladministration London Borough of Hackney (202207096) Case 202207096 · Managing Relations The complaint is regarding the landlord’s handling of: The resident’s reports of leaks into his property and resultant damage. A … 27 Oct 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202217569) Case 202217569 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s complaint about excessive noise caused by works to the lift … 27 Oct 2023 Maladministration Onward Homes Limited (202229060) Case 202229060 · Old Property Condition migrated-2025 REPORT COMPLAINT 202229060 Onward Homes Limited 27 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 27 Oct 2023 Maladministration Sheffield City Council (202100059) Case 202100059 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s concerns regarding: the condition of the property when let. gas … 27 Oct 2023 Maladministration Southway Housing Trust (Manchester) Limited (202215797) Case 202215797 · Managing Relations The complaint is about the landlords handling of the resident’s: Reports of damp and mould. Associated complaint. 26 Oct 2023 Maladministration Camden Council (202124650) Case 202124650 · Estate Management The complaint is about the landlord’s response to the resident’s reports of: damp and mould. leaks from the property above. … 26 Oct 2023 Maladministration GreenSquareAccord Limited (202212832) Case 202212832 · Information and data management The complaint is about the landlord’s response to the resident’s reports about requiring repair works at the property. As part … 26 Oct 2023 Maladministration London Borough of Barking and Dagenham (202013480) Case 202013480 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of repairs and information the landlord provided from the … 26 Oct 2023 Maladministration London Borough of Croydon (202216848) Case 202216848 · ASB/Abuse/Nuisance The complaint is about: The landlord's handling of proposed actions from multi agency meeting to address reported antisocial behaviour. The … 26 Oct 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202209500) Case 202209500 · Information and data management This is about how the landlord handled: A repair required to the property soil stack. The resident’s reports about the … 26 Oct 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202217925) Case 202217925 · Managing Relations The complaint is regarding the landlord’s: Handling of the resident’s reports of a water leak and subsequent repairs. Complaints handling. 26 Oct 2023 Maladministration The Industrial Dwellings Society (1885) Limited (202122493) Case 202122493 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s anti-social behaviour (ASB) reports. The landlord’s handling of the resident’s … 25 Oct 2023 Maladministration London Borough of Ealing (202229501) Case 202229501 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of a water leak into the property and the … 25 Oct 2023 Maladministration Notting Hill Genesis (NHG) (202103364) Case 202103364 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: The resident’s request to be rehoused. The resident’s request for tree pruning. … 24 Oct 2023 Maladministration Hackney Council (202234674) Case 202234674 · Moving/Buying/Selling Home The complaint is about the landlord's handling of the resident's reports regarding: Damp, mould and ongoing leaks. The resident's request … 24 Oct 2023 Maladministration Lewisham Council (202002376) Case 202002376 · ASB/Abuse/Nuisance The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour (ASB), response to the resident’s request … 24 Oct 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202126692) Case 202126692 · Information and data management The complaint is about the landlord’s: Response to the resident's reports of damp and mould at the property. The Ombudsman …