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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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31 Jul 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202221934) Case 202221934 · Information and data management The complaint is about: The landlord’s handling of the resident’s reports of repairs. The landlord’s complaint handling. This report also … 31 Jul 2023 Maladministration Notting Hill Genesis (NHG) (201909344) Case 201909344 · Old Complaints Handling categories The complaint is about: The landlord’s handling of the replacement of windows at the resident’s property. The landlord’s handling of … 31 Jul 2023 Maladministration Notting Hill Genesis (NHG) (202122004) Case 202122004 · Estate Management REPORT COMPLAINT 202122004 Notting Hill Genesis 31 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 31 Jul 2023 Maladministration Octavia Housing (202108938) Case 202108938 · Managing Relations The complaint is about: The landlord’s handling of leaks into the resident’s property from the flat above. The landlord’s handling … 31 Jul 2023 Maladministration Optivo (now Southern Housing) (202111410) Case 202111410 · Information and data management The complaint is about: The landlord’s response to the resident’s request for repairs to the front door, wall, and window … 31 Jul 2023 Maladministration Paragon Asra Housing Limited (202116338) Case 202116338 · Financial The complaint is about: The landlord’s decision not to reimburse the resident for a replacement appliance. The landlord’s management of … 31 Jul 2023 Maladministration Peabody Trust (202202042) Case 202202042 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports concerning antisocial behaviour (ASB) and racial harassment. 31 Jul 2023 Maladministration Sanctuary Housing Association (201914678) Case 201914678 · Estate Management The complaint is about the landlord’s handling of: The resident’s reports of a rat infestation in the property. The resident’s … 31 Jul 2023 Maladministration Southern Housing (201911202) Case 201911202 · Estate Management The complaint is about the landlord’s response to: The resident’s concerns about parking. A property transfer request. This Service has … 31 Jul 2023 Maladministration Southern Housing Group Limited (202127930) Case 202127930 · Managing Relations This complaint is about the landlord’s response to the resident’s reports of: Damage, damp and mould to his living room … 31 Jul 2023 Maladministration South Kesteven District Council (202204441) Case 202204441 · Old Complaints Handling categories REPORT COMPLAINT 202204441 South Kesteven District Council 31 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 31 Jul 2023 Maladministration Southwark Council (202120719) Case 202120719 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of leaks, roof issues and subsequent damage. 31 Jul 2023 Maladministration Torus62 Limited (202231139) Case 202231139 · ASB/Abuse/Nuisance The complaint is about the landlord’s decision to allow the resident’s neighbour to run a business from their property. The … 31 Jul 2023 Maladministration Wandle Housing Association Limited (202124143) Case 202124143 · Managing Relations The complaint is about the landlord’s handling of: repair issues since the beginning of the tenancy, and the associated complaint. 31 Jul 2023 Maladministration Wandsworth Council (202105230) Case 202105230 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports of ongoing leaks from the roof and handling of … 30 Jul 2023 Maladministration Royal Borough of Kensington and Chelsea (202219520) Case 202219520 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the remedial repairs in the resident’s property following a leak. 29 Jul 2023 Maladministration Hammersmith and Fulham Council (202207308) Case 202207308 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports about repairs to his: balcony; front door; complaints handling. 29 Jul 2023 Maladministration Places for People Group Limited (202216070) Case 202216070 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB). 28 Jul 2023 Maladministration Camden Council (202216147) Case 202216147 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance. The Ombudsman … 28 Jul 2023 Maladministration Colchester Borough Council (202122725) Case 202122725 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of the resident’s concerns about the condition of her new home. The landlord’s … 28 Jul 2023 Maladministration Lambeth Council (202223841) Case 202223841 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the bathroom. An infestation of ants. The Ombudsman has also … 28 Jul 2023 Maladministration Leeds City Council (202207559) Case 202207559 · Information and data management The complaint is about the landlord’s: Response to repairs required at the property. Communication with the resident. Record keeping. Complaint … 28 Jul 2023 Maladministration Optivo (now Southern Housing) (202125917) Case 202125917 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s concerns about CCTV in a communal area. This Service has … 28 Jul 2023 Maladministration Platform Housing Group Limited (202214775) Case 202214775 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of the resident’s request for a managed move. The landlord’s handling of the … 28 Jul 2023 Maladministration Southern Housing (202107977) Case 202107977 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the property and upgrades at the property. This Service has … 28 Jul 2023 Maladministration Southern Housing Group Limited (202116592) Case 202116592 · Estate Management The complaint is about the landlord’s handling of repairs at the property. This Service has also considered the landlord’s complaint … 28 Jul 2023 Maladministration Southern Housing Group Limited (202217424) Case 202217424 · Managing Relations The complaint is about the landlord’s handling of: Water leaks from the upstairs flat and the subsequent repairs. The resident’s … 28 Jul 2023 Maladministration The Guinness Partnership Limited (202119405) Case 202119405 · Managing Relations The complaint is about: The landlord’s handling of the resident’s report regarding a section 20 notice for upgrades to the … 28 Jul 2023 Maladministration The Guinness Partnership Limited (202215055) Case 202215055 · Managing Relations The complaint is about the landlord’s handling of the resident’s Right to Acquire (RTA) application. The Ombudsman has also considered … 27 Jul 2023 Maladministration Clarion Housing Association Limited (202125443) Case 202125443 · Managing Relations The complaint is about how the landlord responded to the resident’s reports of issues with her toilet cistern. The Ombudsman … 27 Jul 2023 Maladministration Clarion Housing Association Limited (202207792) Case 202207792 · Financial The complaint is about the landlord’s handling of the resident’s request for communal lighting credits, and the associated complaint handling. 27 Jul 2023 Maladministration Hackney Council (202204992) Case 202204992 · Managing Relations The complaint is about: The conduct of the landlord’s operatives and missed appointments. The landlord’s handling of reports of repairs … 27 Jul 2023 Maladministration Hackney Council (202205379) Case 202205379 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s request for repairs to a toilet seat. 27 Jul 2023 Maladministration Hackney Council (202216179) Case 202216179 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the resident’s toilet. 27 Jul 2023 Maladministration Lambeth Council (202102917) Case 202102917 · Information and data management The complaint is about the landlord’s: Record keeping. Handling of responsive repairs to the resident’s bathroom. Complaint handling. 27 Jul 2023 Maladministration LiveWest Homes Limited (202215464) Case 202215464 · Old Property Condition migrated-2025 The resident has complained about the landlord’s position that the adapted fitted gas hob and built-in oven in her property … 27 Jul 2023 Maladministration London Borough of Croydon (202204778) Case 202204778 · ASB/Abuse/Nuisance This complaint is about the landlord’s response to the resident’s: report regarding noise nuisance from a neighbouring property. request to … 27 Jul 2023 Maladministration Notting Hill Genesis (NHG) (202218016) Case 202218016 · Managing Relations The complaint is about: The resident’s reports of the condition of the property and repairs required to the property. The … 27 Jul 2023 Maladministration Platform Housing Group Limited (202121416) Case 202121416 · Financial The complaint is about: The landlord’s response to the resident’s reports about damp in the resident’s garage The landlord’s response … 27 Jul 2023 Maladministration Swan Housing Association Limited (202207036) Case 202207036 · Managing Relations The complaint is about the landlord’s handling of adaptation works to the rear of the property. The Ombudsman has also … 27 Jul 2023 Maladministration Tower Hamlets Homes (202217568) Case 202217568 · Managing Relations The complaint relates to: The landlord’s handling of a leak from a neighbouring property and the resulting damp and mould. … 26 Jul 2023 Maladministration Curo Places Limited (202212813) Case 202212813 · Financial The complaint is about the resident’s report of the landlord removing and disposing of his personal belongings. The Ombudsman has … 26 Jul 2023 Maladministration Hammersmith and Fulham Council (202221764) Case 202221764 · Managing Relations The complaint is about: The level of compensation offered by the landlord for the time taken to repair the windows … 26 Jul 2023 Maladministration Manchester City Council (202213862) Case 202213862 · Managing Relations The complaint is about: The landlord’s handling of works to replace the resident’s chimney and fireplace. The landlord’s complaint handling. 26 Jul 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202110059) Case 202110059 · Estate Management The complaint is about: The landlord’s delivery of communal services including window cleaning and grounds maintenance services charged for through … 26 Jul 2023 Maladministration Orbit Group Limited (202119712) Case 202119712 · ASB/Abuse/Nuisance The complaint is about the landlord’s management and handling of: reports of a pigeon infestation. fly tipping on the estate. … 25 Jul 2023 Maladministration Havering Council (202112338) Case 202112338 · Managing Relations The complaint is about: The landlord’s handling of the refurbishment of the balcony at the property. The landlord’s complaint handling. 25 Jul 2023 Maladministration Home Group Limited (202128240) Case 202128240 · ASB/Abuse/Nuisance REPORT COMPLAINT 202128240 Home Group Limited 25 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 25 Jul 2023 Maladministration London Borough of Barnet (202220499) Case 202220499 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to a stair lift. 25 Jul 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202010229) Case 202010229 · Information and data management This complaint is about the landlord’s: Response to the resident’s various disrepair concerns from April 2019. Handling of the resident’s …