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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

Stacked by outcome

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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31 Aug 2023 Maladministration Sovereign Network Homes (202219913) Case 202219913 · ASB/Abuse/Nuisance The complaint is about the landlord’s; Handling of the resident’s request for it to provide CCTV footage to the police … 31 Aug 2023 Maladministration Stroud District Council (202207879) Case 202207879 · Managing Relations This complaint is about the landlord’s handling of responsive repairs to the resident’s property. The Housing Ombudsman has also decided … 31 Aug 2023 Maladministration Trent & Dove Housing Limited (202204417) Case 202204417 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Handling of reports of asbestos in the resident’s property. Response to reports of damp. … 31 Aug 2023 Maladministration Waltham Forest Council (202201559) Case 202201559 · Managing Relations The complaint is about the landlord’s; Handling of remedial works at the resident’s home following a leak. Complaints handling. 31 Aug 2023 Maladministration Westminster City Council (202207751) Case 202207751 · ASB/Abuse/Nuisance The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour (ASB) and harassment from her neighbour; … 30 Aug 2023 Maladministration Colchester Borough Council (202110444) Case 202110444 · ASB/Abuse/Nuisance The landlord’s response to the resident’s reports of antisocial behaviour. The Ombudsman has also considered the landlord’s complaint handling. 30 Aug 2023 Maladministration Magenta Living (202124408) Case 202124408 · Information and data management The complaint is about the landlord’s handling of the resident’s reported repairs which included: damp and mould in the kitchen. … 30 Aug 2023 Maladministration One Housing Group (202014551) Case 202014551 · Old Property Condition migrated-2025 The complaint relates to: The landlord’s handling of reports of a pest infestation. 30 Aug 2023 Maladministration Onward Homes Limited (202122213) Case 202122213 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property, and the … 30 Aug 2023 Maladministration Sheffield City Council (202110792) Case 202110792 · Estate Management The complaint is about the landlord’s handling of: A leak affecting the communal area and the associated remedial repairs. The … 30 Aug 2023 Maladministration West Kent Housing Association (202206320) Case 202206320 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of the garden flooding, the associated works, and offer … 29 Aug 2023 Maladministration Abri Group Limited (202127784) Case 202127784 · Estate Management The complaint is about the landlord’s response to the resident’s concerns about parking at her sheltered scheme. 29 Aug 2023 Maladministration Birmingham City Council (202106463) Case 202106463 · Managing Relations The complaint is about the landlord’s response to the resident’s reports about a leak in an airing cupboard. The Ombudsman … 29 Aug 2023 Maladministration Hammersmith and Fulham Council (202211906) Case 202211906 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s request for paving works and a tree removal. 29 Aug 2023 Maladministration Hyde Housing Association Limited (202126628) Case 202126628 · Financial REPORT COMPLAINT 202126628 Hyde Housing Association Limited 29 August 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 29 Aug 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202214900) Case 202214900 · Managing Relations The complaint is about: The landlord's handling of the resident's reports of a loss of heating and hot water, including … 29 Aug 2023 Maladministration Notting Hill Genesis (NHG) (202000461) Case 202000461 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of noise disturbance . The landlord’s handling of the … 29 Aug 2023 Maladministration Southern Housing (202117545) Case 202117545 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour. This service has also considered the … 25 Aug 2023 Maladministration Birmingham City Council (202115767) Case 202115767 · Managing Relations REPORT COMPLAINT 202115767 Birmingham City Council 25 August 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 25 Aug 2023 Maladministration Bromsgrove District Housing Trust Limited (202200932) Case 202200932 · Financial The complaint is about the amount of compensation offered by the landlord for the resident’s experience during the refurbishment of … 25 Aug 2023 Maladministration Clarion Housing Association Limited (202127738) Case 202127738 · Financial The complaint is about the landlord’s response to the resident’s request for information about his service charges and its handling … 25 Aug 2023 Maladministration Homes Plus Limited (202125979) Case 202125979 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of remedial works to the roof following reports of damp and mould. 25 Aug 2023 Maladministration Optivo (now Southern Housing) (202220933) Case 202220933 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports about repair issues in the bathroom; complaints handling. 25 Aug 2023 Maladministration Swan Housing Association Limited (202221979) Case 202221979 · Financial The complaint is about: The landlord’s handling of an interruption to the resident’s gas supply. The associated compensation request. Staff … 24 Aug 2023 Maladministration Birmingham City Council (202217143) Case 202217143 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of the property being cold and her request for … 24 Aug 2023 Maladministration Community Housing Initiative (202210915) Case 202210915 · Old Property Condition migrated-2025 This complaint is about: The landlord's response to the resident's reports of outstanding repairs to the building. The landlord's communication … 24 Aug 2023 Maladministration Islington Council (202212752) Case 202212752 · Estate Management The complaint is about: The landlord’s management of the communal cleaning service to the resident’s block, including the service charge … 24 Aug 2023 Maladministration Paragon Asra Housing Limited (202200356) Case 202200356 · Managing Relations The complaint concerns: The landlord’s handling of the resident’s reporting of damp and mould. The amount of redress offered by … 24 Aug 2023 Maladministration Waltham Forest Council (202125120) Case 202125120 · Managing Relations The complaint is about the landlord’s management and handling of: repairs to the downpipe and guttering causing a leak and … 24 Aug 2023 Maladministration West Kent Housing Association (202214015) Case 202214015 · Old Property Condition migrated-2025 The complaint is about the landlord's decision to remove the hardwired lifeline. 23 Aug 2023 Maladministration Gentoo Group Limited (202218794) Case 202218794 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of its proposals to remove the resident’s garage and driveway as part of … 23 Aug 2023 Maladministration Notting Hill Genesis (NHG) (202214808) Case 202214808 · Information and data management The complaint is about the landlord’s: Response to reports of leaks at the property. Response to damp and mould at … 23 Aug 2023 Maladministration Sanctuary Housing Association (202214329) Case 202214329 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the: kitchen flooring replacement works; and kitchen base units renewal works. 22 Aug 2023 Maladministration Clarion Housing Association Limited (202211593) Case 202211593 · Information and data management The complaint is about the landlord’s handling of reports of a foul odour at the property. This Service has also … 22 Aug 2023 Maladministration Joseph Rowntree Housing Trust (202221489) Case 202221489 · Old Property Condition migrated-2025 The complaint is about the landlord's response to the resident’s reports of repairs to her windows and front door. 22 Aug 2023 Maladministration Sovereign Network Homes (202218988) Case 202218988 · Estate Management The complaint is about the landlord's handling of repairs to the communal lift. 22 Aug 2023 Maladministration The Guinness Partnership Limited (202211533) Case 202211533 · Moving/Buying/Selling Home The complaint is about the landlord's response to the delay in the sale of the resident’s property following his death. 21 Aug 2023 Maladministration East Devon District Council (202123784) Case 202123784 · Information and data management The complaint is about the landlord’s: record keeping; handling of the resident’s reports of heating issues; handling of the resident's … 21 Aug 2023 Maladministration Home Group Limited (202221234) Case 202221234 · Managing Relations The landlord’s handling of the resident’s report of a rodent infestation. The associated complaint. 21 Aug 2023 Maladministration London Borough of Redbridge (202223569) Case 202223569 · Managing Relations The complaint concerns: The landlord’s handling of the replacement of the property’s front door. The associated formal complaint into the … 21 Aug 2023 Maladministration Notting Hill Genesis (NHG) (202014457) Case 202014457 · Information and data management This is about the landlords handling of: Roof leaks. Damp and mould at the resident’s property. The associated complaint. Record … 21 Aug 2023 Maladministration Tower Hamlets Homes (202218547) Case 202218547 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of repairs to the centralised control system for the internal extractor fans. 21 Aug 2023 Maladministration Wandle Housing Association Limited (202219681) Case 202219681 · Moving/Buying/Selling Home The complaint is about the landlord's response to the resident’s: Reports of damp and mould as well as cracks in … 21 Aug 2023 Maladministration Wokingham Borough Council (202205406) Case 202205406 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). 18 Aug 2023 Maladministration Birmingham City Council (202225222) Case 202225222 · Managing Relations The landlord’s handling of repairs to the kitchen following a leak in the bathroom. The landlord’s complaint handling has also … 18 Aug 2023 Maladministration Hammersmith and Fulham Council (202221125) Case 202221125 · Financial The complaint is about the landlord’s: response to the resident’s concerns about his personal possessions following a fire at his … 18 Aug 2023 Maladministration Westminster City Council (202202872) Case 202202872 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of repairs required to various parts of the property, … 17 Aug 2023 Maladministration Adur District Council (202006352) Case 202006352 · Managing Relations The complaint is about the landlord’s: 17 Aug 2023 Maladministration Chelmer Housing Partnership Limited (202221244) Case 202221244 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of reports of anti-social behaviour. The landlord’s handling of the associated complaint. 17 Aug 2023 Maladministration Gateshead Metropolitan Borough Council (202116999) Case 202116999 · Managing Relations The complaint is about the landlord’s response to the resident’s: Reports of a leak, damage to the property and subsequent …