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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 235 of 16,595 decisions

Decisions

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15 Nov 2024 Mediation Camden Council (202226501) Case 202226501 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of: repairs to the heating controller and to address leaks in the property … 31 Oct 2024 Mediation Orbit Housing Association Limited (202401168) Case 202401168 · Old Property Condition categories The complaint is about: The landlord's handling of requests to repair the resident’s back door. The landlord’s handling of reports … 24 Sep 2024 Mediation Lambeth Council (202335218) Case 202335218 · Managing Relations The complaint is about the landlord’s handling of repairs to a leaking roof and the subsequent damage. 19 Sep 2024 Mediation Stonewater Limited (202334511) Case 202334511 · Estate Management The complaint is about the landlord’s handling of repairs to the car park access gate. 27 Aug 2024 Mediation One Vision Housing Limited (202320175) Case 202320175 · Old Property Condition migrated-2025 REPORT COMPLAINT 202320175 One Vision Housing Limited 27 August 2024 Our approach Under our early resolution process, the Ombudsman works … 19 Aug 2024 Mediation Stonewater Limited (202329558) Case 202329558 · Managing Relations REPORT COMPLAINT 202329558 Stonewater Limited 19 August 2024 Our approach Under our early resolution process, the Ombudsman works with the … 8 Aug 2024 Mediation Birmingham City Council (202325811) Case 202325811 · Financial The complaint is about the landlord's response to the reports of damage caused to the resident's CCTV doorbell. 25 Jul 2024 Mediation Clarion Housing Association Limited (202213864) Case 202213864 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s complaint about her damaged flooring, and its associated offer of … 18 Oct 2023 Mediation Dudley Metropolitan Borough Council (202125040) Case 202125040 · Occupancy Rights This complaint is about the landlord’s decision to end, and not regrant, the resident’s tenancy. The landlord became aware that … 30 Sep 2023 Mediation Ipswich Borough Council (202119978) Case 202119978 · Old Property Condition migrated-2025 The complaint is about: The condition of the property at the beginning of the tenancy. The landlord’s handling of the … 18 Sep 2023 Mediation Optivo (now Southern Housing) (202211711) Case 202211711 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s mutual exchange application. 29 Aug 2023 Mediation Newlon Housing Trust (202212689) Case 202212689 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of the resident's reports regarding the condition of the windows. 2 Aug 2023 Mediation Abri Group Limited (202214884) Case 202214884 · Moving/Buying/Selling Home The complaint is about the resident’s tenancy type following a mutual exchange. 6 Jul 2023 Mediation Halton Housing (202123835) Case 202123835 · ASB/Abuse/Nuisance The complaint is about the landlord's handling of the residents’ report of antisocial behaviour (ASB), particularly in relation to a … 8 Nov 2022 Mediation Clarion Housing Association Limited (202115194) Case 202115194 · Old Property Condition migrated-2025 The complaint is regarding the landlord’s handling of repairs to the resident’s shower. 31 Aug 2022 Mediation Thames Valley Housing Association Limited (202115301) Case 202115301 · ASB/Abuse/Nuisance The complaint is about: 15 Aug 2022 Mediation Unity Housing Association Limited (202102206) Case 202102206 · Old Property Condition migrated-2025 The complaint is about the level of compensation the landlord offered in relation to its handling of repairs and its … 11 Aug 2022 Mediation Metropolitan Thames Valley Housing (202201003) Case 202201003 · Estate Management The complaint is about the landlord’s handling of remedial repairs following a leak. 28 Jul 2022 Mediation Newham Council (202126549) Case 202126549 · Old Property Condition migrated-2025 The complaint is about the level of compensation the landlord offered the resident following their complaint about its handling of … 7 Jul 2022 Mediation London & Quadrant Housing Trust (202115419) Case 202115419 · Old Property Condition migrated-2025 The complaint is about: 5 Jul 2022 Mediation One Housing Group Limited (202126059) Case 202126059 · Financial The complaint concerns the landlord’s calculation of the resident’s rent increase. 15 Jun 2022 Mediation Karbon Homes Limited (202126682) Case 202126682 · Managing Relations The residents complained about the landlord’s: offer of compensation in relation to its handling of a repair to the fence. … 26 May 2022 Mediation ForHousing Limited (202110311) Case 202110311 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s request for the concrete path at the property to be … 26 May 2022 Mediation The Riverside Group Limited (202120187) Case 202120187 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of an annual gas safety check appointment. 26 May 2022 Mediation Torus62 Limited (202123631) Case 202123631 · Old Property Condition migrated-2025 The complaint is about the level of compensation the landlord offered in relation to its response to a leak. 25 May 2022 Mediation Metropolitan Housing Trust Limited (202113980) Case 202113980 · Managing Relations The complaint is about the landlord’s handling of a mutual exchange application. 7 Apr 2022 Mediation Manchester City Council (202120059) Case 202120059 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the request for a replacement front door. 7 Apr 2022 Mediation Metropolitan Thames Valley Housing (202113818) Case 202113818 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of a compensation request following repairs to the boiler. 7 Apr 2022 Mediation Metropolitan Thames Valley Housing (202125391) Case 202125391 · Estate Management The complaint is about the landlord’s handling of repairs to the communal door and intercom. 6 Apr 2022 Mediation Hammersmith and Fulham Council (202010163) Case 202010163 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repair issues and the length of time taken to resolve this. 6 Apr 2022 Mediation Hammersmith and Fulham Council (202118548) Case 202118548 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of a leak and subsequent offer of compensation. 31 Mar 2022 Mediation Hyde Housing Association Limited (202101036) Case 202101036 · Old Health and Safety categories The complaint is about: 31 Mar 2022 Mediation Tower Hamlets Homes (202114025) Case 202114025 · Estate Management The complaint is about the standard of the maintenance on the estate. 30 Mar 2022 Mediation Adullam Homes Housing Association Limited (202007783) Case 202007783 · Managing Relations The complaint is about the landlord’s response to the resident’s report of a pest infestation in her property and request … 25 Mar 2022 Mediation Vale of Aylesbury Housing Trust Limited (202014351) Case 202014351 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s concerns related to the water pressure. 15 Mar 2022 Mediation Hackney Council (202008118) Case 202008118 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: A leak from the bathroom. A leak from the neighbour’s property. 9 Mar 2022 Mediation Metropolitan Thames Valley Housing (202118399) Case 202118399 · Financial The complaint is about: 9 Mar 2022 Mediation Peabody Trust (202121739) Case 202121739 · Old Property Condition migrated-2025 The complaint about the landlord’s handling of a boiler replacement and the resident’s reports of no hot water. 28 Feb 2022 Mediation Wandle Housing Association Limited (202112199) Case 202112199 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of a repair to a leak into the kitchen. 24 Feb 2022 Mediation Sanctuary Housing Association (202121990) Case 202121990 · Old Property Condition migrated-2025 The complaint is about: 7 Feb 2022 Mediation Clarion Housing Association Limited (202014005) Case 202014005 · Financial The complaint concerns the landlord’s handling of a compensation request following repairs to the boiler. 25 Jan 2022 Mediation Southern Housing Group Limited (202012017) Case 202012017 · Financial The complaint concerns the landlord’s handling of a compensation request following reports of damp and mould. 12 Jan 2022 Mediation Clarion Housing Association Limited (202119040) Case 202119040 · Estate Management The complaint is about the landlord’s response to a squirrel infestation. 20 Dec 2021 Mediation Network Homes Limited (202116992) Case 202116992 · Old Property Condition migrated-2025 The resident complained about the level of compensation the landlord offered in relation to its handling of repairs. 13 Dec 2021 Mediation South Kesteven District Council (202116761) Case 202116761 · Managing Relations The resident complained about the: Conduct of the landlord’s member of staff. Landlord’s response to their report that their gate … 3 Dec 2021 Mediation Notting Hill Genesis (201914804) Case 201914804 · Managing Relations The complaint concerns the landlord’s decision to refuse to issue the compensation offered in its final response. 11 Nov 2021 Mediation Metropolitan Housing Trust Limited (202104738) Case 202104738 · Old Property Condition migrated-2025 The resident complained about; The landlord’s handling of repairs to damp and mould. The level of compensation the landlord offered … 11 Nov 2021 Mediation Places for People Homes Limited (202115072) Case 202115072 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the replacement of the resident’s roof. 29 Oct 2021 Mediation Together Housing Association Limited (202017288) Case 202017288 · Health and Safety (inc. building safety) This complaint is about the landlord’s handling of the resident’s report of the sounding of the carbon monoxide alarm. 28 Oct 2021 Mediation Peabody Trust (202102931) Case 202102931 · Old Property Condition migrated-2025 The complaint is about the level of compensation the resident was offered following delays repairing the front door at the …