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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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13 Jul 2023 Maladministration Rochdale Boroughwide Housing Limited (202221351) Case 202221351 · Managing Relations The complaint is about the landlord’s handling of repairs in the property following reports of leaks and damp. The Ombudsman … 13 Jul 2023 Maladministration Sanctuary Housing Association (202123379) Case 202123379 · Estate Management The complaint is about: The resident’s reports of the landlord’s handling and alleged discrimination, harassment and bullying during the property … 13 Jul 2023 Maladministration Southern Housing Group Limited (202110813) Case 202110813 · ASB/Abuse/Nuisance The complaint is about the landlord’s management of the legal proceedings to gain possession of the property occupied by a … 13 Jul 2023 Maladministration Sovereign Housing Association Limited (202208936) Case 202208936 · Old Property Condition migrated-2025 The resident complains about the landlord’s handling of his reports of his home overheating. 12 Jul 2023 Maladministration Gosport Borough Council (202204534) Case 202204534 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of ASB and noise nuisance. This Service has also … 12 Jul 2023 Maladministration Haringey London Borough Council (202217469) Case 202217469 · Managing Relations The complaint is about the landlord’s response to the resident’s: reports of shower repairs. associated complaint. 12 Jul 2023 Maladministration London Borough of Brent (202118180) Case 202118180 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of noise nuisance complaints against the resident. This service has also considered the … 12 Jul 2023 Maladministration Southern Housing Group Limited (202118236) Case 202118236 · Managing Relations The complaint is about the landlord’s response to the resident's reports of: Damp and mould. A leak in the bathroom … 12 Jul 2023 Maladministration Southwark Council (202205299) Case 202205299 · Managing Relations The complaint is about: The landlord’s handling of adaptations to the resident’s kitchen and reports of damage caused during the … 11 Jul 2023 Maladministration Peabody Trust (202203833) Case 202203833 · Information and data management The complaint is about the landlord’s: response to a request for boiler repairs, and; failure to provide the resident with … 11 Jul 2023 Maladministration Salix Homes Limited (202213341) Case 202213341 · Moving/Buying/Selling Home The resident complained about: the landlord’s handling of the mutual exchange. The landlord’s handling of repairs required to the property … 11 Jul 2023 Maladministration Thirteen Housing Group Limited (202229570) Case 202229570 · Old Property Condition migrated-2025 The complaint is about: The landlord’s response to the resident’s report of a roof leak, damage to a ceiling, and … 10 Jul 2023 Maladministration Haringey London Borough Council (202208301) Case 202208301 · Financial The complaint is about the landlord’s handling of the resident’s rent account. The landlord’s complaint handling has also been investigated. 10 Jul 2023 Maladministration London Borough of Newham (202124872) Case 202124872 · Managing Relations The complaint is regarding: the landlord's response to an emergency management transfer request the landlord’s complaint handling. 10 Jul 2023 Maladministration Silva Homes Limited (202213671) Case 202213671 · Information and data management The complaint is about the landlord’s handling of concerns about staff conduct. 10 Jul 2023 Maladministration Sovereign Housing Association Limited (202214966) Case 202214966 · Managing Relations The complaint concerns how the landlord handled: Repairs to the building’s centralised heating system. The replacement of the kitchen flooring … 7 Jul 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202117191) Case 202117191 · Financial REPORT COMPLAINT 202117191 Metropolitan Thames Valley Housing 5 June 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 7 Jul 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202208539) Case 202208539 · Health and Safety (inc. building safety) This complaint is about the landlord’s: Response to requests for an External Wall System (EWS1) form. Complaint handling. 7 Jul 2023 Maladministration Southwark Council (202201645) Case 202201645 · Old Property Condition migrated-2025 The resident complained about the landlord’s handling of her complaint about kitchen and bathroom upgrades. 6 Jul 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202209142) Case 202209142 · Estate Management The complaint is about the landlord’s response to the resident’s complaint about ownership of her allocated parking bay. 6 Jul 2023 Maladministration Peabody Trust (202127601) Case 202127601 · Estate Management The complaint is about the landlord’s handling of the resident’s concerns regarding the brightness of the lighting outside her property. 6 Jul 2023 Maladministration Sanctuary Housing Association (202122141) Case 202122141 · Managing Relations The complaint is about the landlord’s: 4 Jul 2023 Maladministration Hackney Council (202113360) Case 202113360 · Managing Relations The complaint is about the landlord’s: record keeping; handling of the resident’s complaint concerning damp, mould, leaks, window defects and … 4 Jul 2023 Maladministration North Warwickshire Borough Council (202123962) Case 202123962 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s complaint related to the maintenance of the building and her … 3 Jul 2023 Maladministration Futures Housing Group Limited (202113588) Case 202113588 · Managing Relations The complaint is about the landlord’s handling of the resident’s concerns about multiple leaks via the roof and guttering, and … 3 Jul 2023 Maladministration Hammersmith and Fulham Council (202120682) Case 202120682 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of a bed bug infestation and disposal of the resident’s personal property. 3 Jul 2023 Maladministration London Borough of Newham (202206717) Case 202206717 · Old Property Condition migrated-2025 The complaint concerns how the landlord responded to the resident’s reports of a leak into the property. 3 Jul 2023 Maladministration Longhurst Group Limited (202125338) Case 202125338 · Managing Relations The complaint is about the landlord’s: handling of repairs to the resident’s back door; complaints handling. 30 Jun 2023 Maladministration Arhag Housing Association Limited (202200702) Case 202200702 · Managing Relations The complaint is about the landlord’s handling of the resident’s requests for: repairs to fix a leak; adaptations to the … 30 Jun 2023 Maladministration Clarion Housing Association Limited (202123583) Case 202123583 · Information and data management The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s complaint handling. This … 30 Jun 2023 Maladministration Clarion Housing Association Limited (202205710) Case 202205710 · Old Property Condition migrated-2025 The complaint is about how the landlord responded to the resident’s request for adaptations to improve her access to the … 30 Jun 2023 Maladministration Clarion Housing Association Limited (202215034) Case 202215034 · Managing Relations REPORT COMPLAINT 202215034 Clarion Housing Association Limited 30 June 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 30 Jun 2023 Maladministration Hyde Housing Association Limited (202017270) Case 202017270 · Estate Management REPORT COMPLAINT 202017270 Hyde Housing Association Limited 12 June 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 30 Jun 2023 Maladministration Islington Council (202112423) Case 202112423 · Managing Relations The complaint is about the landlord’s: management and handling of repairs to resolve damp in the resident’s bathroom, as well … 30 Jun 2023 Maladministration Karbon Homes Limited (202213806) Case 202213806 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of harassment and anti-social behaviour. Reports of noise nuisance. … 30 Jun 2023 Maladministration Lambeth Council (202121350) Case 202121350 · Managing Relations The complaint is about the landlord’s handling of: a water leak affecting the resident’s property. The associated complaint. 30 Jun 2023 Maladministration Leeds City Council (202102328) Case 202102328 · ASB/Abuse/Nuisance The complaint concerns: The landlord’s handling of the resident’s reporting of anti-social behaviour. The associated complaints handling. This report has … 30 Jun 2023 Maladministration Lewisham Council (202201598) Case 202201598 · Old Property Condition migrated-2025 The complaint is regarding the landlord’s handling of the queries the resident had made regarding a Section 20 consultation. 30 Jun 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202115696) Case 202115696 · Managing Relations The complaint is about the landlord’s handling of: toilet repairs including the standard of works and missed appointments. bathroom repairs … 30 Jun 2023 Maladministration Orbit Group Limited (202120407) Case 202120407 · Estate Management REPORT COMPLAINT 202120407 Orbit Group Limited 30 June 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 30 Jun 2023 Maladministration Peabody Trust (202201042) Case 202201042 · Managing Relations The complaint is about the landlord’s response to: The resident’s reports of repairs to the property following flooding. The resident’s … 30 Jun 2023 Maladministration Silva Homes Limited (202124594) Case 202124594 · Information and data management This complaint is about the landlord’s: Response to the resident’s reports of damp and mould; Complaint handling; Record keeping. 30 Jun 2023 Maladministration Tower Hamlets Homes (202209640) Case 202209640 · Managing Relations The complaint is about: The landlord's response to the resident's concerns about the condition of her windows in the property. … 30 Jun 2023 Maladministration Westminster City Council (202122645) Case 202122645 · Managing Relations The complaint is about: The landlord’s handling of a leak into the resident’s property. This Service has also considered the … 29 Jun 2023 Maladministration A2Dominion Housing Group Limited (202109610) Case 202109610 · Managing Relations The complaint is about the landlord’s handling of repairs to the resident’s property. The Ombudsman has also investigated the landlord’s … 29 Jun 2023 Maladministration Clarion Housing Association Limited (202124883) Case 202124883 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s concerns about her flooring in her property. 29 Jun 2023 Maladministration Guinness Housing Association Limited (201915461) Case 201915461 · Financial The complaint is about the landlord’s: management of the resident’s rent account, and; its complaint handling. 29 Jun 2023 Maladministration Hammersmith and Fulham Council (202107939) Case 202107939 · Managing Relations The complaint is about: the landlord’s response to the resident’s reports of a leak. the landlord’s handling of the resident’s … 29 Jun 2023 Maladministration Hammersmith and Fulham Council (202117487) Case 202117487 · Managing Relations The complaint is about the landlord’s response to the resident’s reports about a repair to the bedroom ceiling. The Ombudsman … 29 Jun 2023 Maladministration Hammersmith and Fulham Council (202207336) Case 202207336 · Managing Relations The complaint concerns the landlord’s: