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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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24 Oct 2023 Maladministration Southwark Council (202213094) Case 202213094 · Managing Relations The complaint is about the landlord’s handling of the resident’s repair and subsequent compensation offered by the landlord. The Ombudsman … 24 Oct 2023 Maladministration Swindon Borough Council (202125858) Case 202125858 · Managing Relations The complaint is about the landlord’s: Handling of repairs to the resident’s property. Complaint handling. 23 Oct 2023 Maladministration Cirencester Housing Limited (202203149) Case 202203149 · Managing Relations The complaint is about the landlord’s handling of repairs to the resident’s heating and hot water systems. The Ombudsman has … 23 Oct 2023 Maladministration Croydon Churches Housing Association Limited (202126515) Case 202126515 · Health and Safety (inc. building safety) REPORT COMPLAINT 202126515 Croydon Churches Housing Association Limited 23 October 2023 Our approach The Housing Ombudsman’s approach to investigating and … 23 Oct 2023 Maladministration LiveWest Homes Limited (202010034) Case 202010034 · Managing Relations The complaint is about the landlord’s handling of: Works to damp and mould in the property. The associated formal complaint. 23 Oct 2023 Maladministration Notting Hill Genesis (NHG) (202127687) Case 202127687 · Managing Relations The complaint is about the landlord’s: Response to the resident’s request to attend an appeal hearing with a representative. Response … 23 Oct 2023 Maladministration Optivo (now Southern Housing) (202119517) Case 202119517 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of several repair issues in the property. 23 Oct 2023 Maladministration Peabody Trust (202106461) Case 202106461 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling and management of reports of antisocial behaviour, threats and nuisance including the posting … 23 Oct 2023 Maladministration Yorkshire Housing Limited (202127465) Case 202127465 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). 20 Oct 2023 Maladministration Birmingham City Council (202214804) Case 202214804 · Managing Relations The complaint is about the landlord’s: handling of repairs to the roof. complaint handling and record keeping. 20 Oct 2023 Maladministration Islington Council (202227910) Case 202227910 · Managing Relations The landlord's response to concerns about delays and quality of adaptation works carried out in the resident’s bathroom. The Ombudsman … 20 Oct 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202221044) Case 202221044 · Information and data management This complaint is about the landlord’s: Response to the resident’s reports of a leak; Complaint handling; Record keeping. 20 Oct 2023 Maladministration Richmond Housing Partnership Limited (202225629) Case 202225629 · Estate Management The complaint is about: The landlord’s handling of the resident’s concerns about the lighting in communal areas around her property. … 19 Oct 2023 Maladministration St Mungo Community Housing Association (202114501) Case 202114501 · Financial The complaint is about the landlord’s handling of: The resident’s rent account and its response to her request to write … 18 Oct 2023 Maladministration Housing For Women (202101075) Case 202101075 · Managing Relations The complaint is about: the landlord’s handling of repairs to the roof, and; the landlord’s handling of the associated complaint. 18 Oct 2023 Maladministration Islington Council (202220598) Case 202220598 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of reoccurring damp and mould at the resident’s property. 18 Oct 2023 Maladministration Lambeth Council (202123528) Case 202123528 · Information and data management The complaint is about the landlord’s: Handling of repairs and the resident’s reports of damp. Complaints handling. Knowledge and information … 17 Oct 2023 Maladministration A2Dominion Housing Group Limited (202216315) Case 202216315 · Managing Relations The complaint is about the landlord's handling of reports of a leak affecting the property. The Ombudsman has decided to … 17 Oct 2023 Maladministration Clarion Housing Association Limited (202202489) Case 202202489 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s concerns about the safety of the communal staircase; Handling of … 17 Oct 2023 Maladministration Deptford Housing Co-operative Limited (202015524) Case 202015524 · Information and data management The complaint is about the landlord’s: record keeping; handling of the resident’s reports of discriminatory harassment and antisocial behaviour (ASB); … 17 Oct 2023 Maladministration Lambeth Council (202217945) Case 202217945 · Managing Relations The complaint relates to: The landlord’s handling of repairs to the toilet. The landlord’s handling of reports of Japanese Knotweed. … 17 Oct 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202224144) Case 202224144 · Estate Management The complaint is about the landlord’s disposal of the resident’s garden furniture. 17 Oct 2023 Maladministration Ocean Housing Limited (202112011) Case 202112011 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s reports concerning anti-social behaviour, harassment, and threatening behaviour. Handling of … 17 Oct 2023 Maladministration Raven Housing Trust Limited (202215832) Case 202215832 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of a neighbour dispute. This Service has also considered the landlord’s complaint handling. 17 Oct 2023 Maladministration Swan Housing Association Limited (202210236) Case 202210236 · Managing Relations The complaint is about: The landlord’s handling of, and communication about, reports of outstanding repairs at the property specifically the … 16 Oct 2023 Maladministration Islington Council (202223387) Case 202223387 · Managing Relations The complaint is about the landlord’s handling of a leak into the resident’s property. The Ombudsman has also considered the … 16 Oct 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202210143) Case 202210143 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the resident’s bathroom. The associated complaint. 16 Oct 2023 Maladministration Sovereign Housing Association Limited (202209778) Case 202209778 · Estate Management The complaint is about the landlord’s handling of the resident’s concerns about communal repairs and communal cleaning. The Ombudsman has … 16 Oct 2023 Maladministration Tuntum Housing Association Limited (202119295) Case 202119295 · Managing Relations The complaint is about the landlord’s handling of the resident’s: voluntary right to buy (VRTB) purchase of her property, repairs … 13 Oct 2023 Maladministration Clarion Housing Association Limited (202211672) Case 202211672 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the residents reports of ASB, noise disturbance and racial abuse. The landlord’s … 13 Oct 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202207592) Case 202207592 · Financial The complaint is about: The resident’s request that the landlord provide documentation showing the breakdown of her service charges since … 13 Oct 2023 Maladministration Richmond Housing Partnership Limited (202114683) Case 202114683 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). This investigation also considers the … 13 Oct 2023 Maladministration Torus62 Limited (202234170) Case 202234170 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs, relating to: Reports of damp in the resident’s property. A defective … 13 Oct 2023 Maladministration Waltham Forest Council (202218457) Case 202218457 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of damp and mould, and repairs to the bathroom … 12 Oct 2023 Maladministration Aster Group Limited (202221546) Case 202221546 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of water leaking from a bay window. The resident’s … 12 Oct 2023 Maladministration ForHousing Limited (202118101) Case 202118101 · Managing Relations The complaint is about the landlord’s: Handling of leaks at the property. Handling of repairs at the property. Complaint handling. 12 Oct 2023 Maladministration GreenSquareAccord Limited (202124467) Case 202124467 · Managing Relations The complaint is about the landlord’s: Response to the resident’s concerns about repairs to the property. Complaints handling. 12 Oct 2023 Maladministration Optivo (now Southern Housing) (202205605) Case 202205605 · Managing Relations The complaint is about the landlord’s: Response to the resident’s request for repairs including damp and mould. Response to the … 12 Oct 2023 Maladministration Peabody Trust (202013606) Case 202013606 · Estate Management The complaint is about: The landlord’s handling of planned bollard installation and related parking issues. The landlord’s handling of the … 12 Oct 2023 Maladministration Platform Housing Group Limited (202127655) Case 202127655 · Managing Relations The complaint is about the landlord’s handling of: The resident’s request for a full breakdown of the completion statement, and … 11 Oct 2023 Maladministration Midland Heart Limited (202212883) Case 202212883 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: shower replacement works; graffiti and signage removal; the resident’s request for a … 11 Oct 2023 Maladministration One Housing Group Limited (202218187) Case 202218187 · Financial The complaint is about the landlord’s response to the resident’s queries about the service charge relating to the building insurance. 11 Oct 2023 Maladministration The Guinness Partnership Limited (202122236) Case 202122236 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports regarding repairs to her windows and conservatory roof. complaints … 11 Oct 2023 Maladministration The Guinness Partnership Limited (202225242) Case 202225242 · Managing Relations The complaint is about the landlord’s handling of: The landlord’s handling of bathroom repairs. The landlord’s decision not to investigate … 10 Oct 2023 Maladministration East Midlands Housing Group Limited (202116351) Case 202116351 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s concerns about delays and repairs during the ‘Right to Buy’ … 10 Oct 2023 Maladministration Longhurst Group Limited (202223518) Case 202223518 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of replacement flooring at the resident’s property following a leak. 10 Oct 2023 Maladministration Notting Hill Genesis (NHG) (202126775) Case 202126775 · Financial The complaint is about the landlord’s handling of the resident's queries relating to third-party service charge costs. 9 Oct 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202003750) Case 202003750 · Managing Relations The complaint is about the landlord’s handling of: 9 Oct 2023 Maladministration Peabody Trust (202120467) Case 202120467 · ASB/Abuse/Nuisance The complaint is about the landlord’s: handling of the resident’s reports of anti-social behaviour. handling of the resident’s appeal in … 9 Oct 2023 Maladministration Wandle Housing Association Limited (202105513) Case 202105513 · Managing Relations The complaint is about the landlord’s: Handling of the window replacement works. Response to a leak affecting the property and …