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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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25 Jul 2023 Maladministration Southern Housing Group Limited (202126007) Case 202126007 · Managing Relations The complaint is about the landlord’s handling of the resident’s report of: Damp and mould in the property and repair … 25 Jul 2023 Maladministration Southwark Council (202127984) Case 202127984 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of reports of attempted break-ins to the resident’s property as well as the … 25 Jul 2023 Maladministration The Riverside Group Limited (202206996) Case 202206996 · Financial The complaint is about the landlord’s response to the resident’s concerns about the administration of the service charge. The Ombudsman … 25 Jul 2023 Maladministration The Riverside Group Limited (202219380) Case 202219380 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s requests for upgrades to her property. 25 Jul 2023 Maladministration Tower Hamlets Homes (202107775) Case 202107775 · Managing Relations The complaint is about the landlord’s handling of: Communal repairs including concerns about health and safety. Window overhaul survey. The … 24 Jul 2023 Maladministration Cornwall Housing Limited (202213342) Case 202213342 · Information and data management The resident complains about the landlord’s handling of his complaint about contractors wearing PPE. 24 Jul 2023 Maladministration Hyde Housing Association Limited (202206474) Case 202206474 · Managing Relations The complaint is about the landlord’s handling of a leak in the property. The Ombudsman has also investigated the associated … 24 Jul 2023 Maladministration The Guinness Partnership Limited (202208547) Case 202208547 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of damp and mould. 24 Jul 2023 Maladministration Tower Hamlets Homes (202215949) Case 202215949 · Managing Relations The complaint is about the landlord’s: Handling of the removal of warm air units in the resident’s property. Handling of … 21 Jul 2023 Maladministration Camden Council (202208128) Case 202208128 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of repairs required to her wet room to make … 21 Jul 2023 Maladministration Camden Council (202214331) Case 202214331 · Old Property Condition migrated-2025 The complaint is about a request for adaptations to the balcony, including railings and netting, due to safety concerns for … 21 Jul 2023 Maladministration Clarion Housing Association Limited (202215501) Case 202215501 · Managing Relations The complaint is about the landlord’s handling of the resident’s application for mutual exchange (MEX). The landlord’s complaints handling has … 21 Jul 2023 Maladministration Clarion Housing Association Limited (202218786) Case 202218786 · Old Property Condition migrated-2025 The complaint is about: 21 Jul 2023 Maladministration Gateway Housing Association Limited (202117623) Case 202117623 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of noise from the communal hallway and upstairs flat. … 21 Jul 2023 Maladministration Notting Hill Genesis (NHG) (202012762) Case 202012762 · Managing Relations The complaint is about the landlords handling of: the resident’s transfer application, and; the associated complaint handling. 21 Jul 2023 Maladministration Notting Hill Genesis (NHG) (202214922) Case 202214922 · Managing Relations The complaint is about the landlord’s: Offer of compensation for its handling of a window replacement which allowed a leak … 21 Jul 2023 Maladministration Southern Housing Group Limited (202015888) Case 202015888 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of a rodent infestation. The landlord’s complaint handling. 21 Jul 2023 Maladministration Southwark Council (202128357) Case 202128357 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour and harassment. Handling of the resident’s … 21 Jul 2023 Maladministration Sovereign Network Homes (202126818) Case 202126818 · Managing Relations The complaint is about: the landlord’s handling of the resident’s request to move home; and the associated complaint. 21 Jul 2023 Maladministration Vivid Housing Limited (202207002) Case 202207002 · Managing Relations The complaint is about the landlord’s handling of: Repairs including mould, leaks, defective worktops and the resident’s request for it … 20 Jul 2023 Maladministration A2Dominion Housing Group Limited (201905450) Case 201905450 · Managing Relations The complaint is about the landlord’s: Handling of the leaseholder’s reports of leaks into her property which led to internal … 20 Jul 2023 Maladministration Bromford Housing Group Limited (202123811) Case 202123811 · Managing Relations The complaint is about the landlord’s handling of: The resident’s concerns regarding the temperature of the third bedroom within her … 20 Jul 2023 Maladministration Hexagon Housing Association Limited (202105681) Case 202105681 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of: sewage leaking into the resident’s property from the drainage system; and the … 20 Jul 2023 Maladministration Hyde Housing Association Limited (202017021) Case 202017021 · Managing Relations The complaint is about the landlord’s: Record keeping. Handling of the resident’s reports of damp and mould in the property … 20 Jul 2023 Maladministration Lambeth Council (202014676) Case 202014676 · Information and data management The complaint is about the landlord’s handling of: Back door repairs; Damp and mould. The Ombudsman has also investigated the … 20 Jul 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202206761) Case 202206761 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Complaint handling. 20 Jul 2023 Maladministration Plus Dane Housing Limited (202204372) Case 202204372 · Information and data management The complaint is about: The landlord’s handling of the resident’s reports of several leaks in the property, causing damp and … 20 Jul 2023 Maladministration Stonewater Limited (202216644) Case 202216644 · Estate Management The complaint is about the landlord's: Response to the resident’s concerns about the actions of a third party, and; The … 19 Jul 2023 Maladministration A2Dominion Housing Group Limited (202121214) Case 202121214 · Financial The complaint is about the landlord's handling of: The resident's request for service charge information for the financial year 2020-21. … 19 Jul 2023 Maladministration Home Group Limited (202216903) Case 202216903 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of repair works to the resident’s garden. 19 Jul 2023 Maladministration Leicester City Council (202208302) Case 202208302 · Managing Relations This complaint is about the landlord’s: Handling of repairs to the resident’s property. Handling of the resident’s complaint. 19 Jul 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202205951) Case 202205951 · Health and Safety (inc. building safety) This complaint is about the landlord’s handling of: 19 Jul 2023 Maladministration Peabody Trust (202113483) Case 202113483 · Financial The complaint is about the landlord’s: Response to the resident’s request for information about how her rent was calculated, and; … 18 Jul 2023 Maladministration Hyde Housing Association Limited (202200018) Case 202200018 · Financial This complaint is about the landlord’s handling of: the resident’s queries about service charges, and; the resident’s complaint. 18 Jul 2023 Maladministration Lambeth Council (202127873) Case 202127873 · Managing Relations The complaint is about the landlord’s: handling of repairs to resident’s kitchen. the associated complaint handling. 18 Jul 2023 Maladministration London Borough of Hounslow (202110086) Case 202110086 · Information and data management REPORT COMPLAINT 202110086 London Borough of Hounslow 18 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 18 Jul 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202205274) Case 202205274 · Managing Relations REPORT COMPLAINT 202205274 London & Quadrant Housing Trust 18 July 2023 Our approach The Housing Ombudsman’s approach to investigating and … 18 Jul 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202120807) Case 202120807 · Information and data management The resident complains about the landlord’s response to her request for an assistance dog; The landlord’s handling of the associated … 18 Jul 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202216921) Case 202216921 · Managing Relations REPORT COMPLAINT 202216921 Metropolitan Thames Valley Housing 18 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 18 Jul 2023 Maladministration Royal Borough of Kensington and Chelsea (202205794) Case 202205794 · Moving/Buying/Selling Home The complaint is about the: Landlord’s handling of the resident’s move. Condition of the property when let to the resident. … 18 Jul 2023 Maladministration Royal Borough of Kensington and Chelsea (202218966) Case 202218966 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs and replacement of multiple windows in the resident’s property. The associated … 18 Jul 2023 Maladministration Town and Country Housing (202211497) Case 202211497 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of a repair to the resident’s solar heating system. 17 Jul 2023 Maladministration Lambeth Council (202002795) Case 202002795 · Managing Relations This complaint is about the landlord’s handling of: The resident’s concerns regarding her move to temporary accommodation after a fire. … 14 Jul 2023 Maladministration Aster Group Limited (202215791) Case 202215791 · Managing Relations REPORT COMPLAINT 202215791 Aster Group Limited 14 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 14 Jul 2023 Maladministration Haringey London Borough Council (202213700) Case 202213700 · Managing Relations The complaint is about the landlord’s: a. Response to the resident’s reports of leaks and damp in the property. b. … 14 Jul 2023 Maladministration Moat Homes Limited (202127508) Case 202127508 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of the smell of cannabis from a neighbouring property. … 14 Jul 2023 Maladministration North Yorkshire Council (202221966) Case 202221966 · Managing Relations The complaint is about the landlord’s handling of the refurbishment of the resident’s wet room. The landlord’s complaint handling has … 14 Jul 2023 Maladministration Optivo (now Southern Housing) (202124044) Case 202124044 · Estate Management The complaint is about: the standard of grounds maintenance; and the associated complaint. 14 Jul 2023 Maladministration West Kent Housing Association (202207643) Case 202207643 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of remedial repairs to the roof of the block and electrical assessment of … 14 Jul 2023 Maladministration Wolverhampton City Council (202211603) Case 202211603 · Managing Relations The complaint is about the landlord’s response to the resident’s: reports of repairs required to the flooring in his property. …