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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 2,256 of 16,595 decisions

Decisions

Most recent first
10 Oct 2022 No Maladministration Paragon Asra Housing Limited (202106606) Case 202106606 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of: The resident’s reports of a leaking toilet. The resident’s request to be … 7 Oct 2022 No Maladministration Vivid Housing Limited (202014652) Case 202014652 · Financial The complaint is about the landlord’s response to the resident’s concerns about: it requesting for the resident to pay the … 6 Oct 2022 No Maladministration Clarion Housing Association Limited (202121725) Case 202121725 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s concerns about the quality of the carpet in the property. 5 Oct 2022 No Maladministration Royal Borough of Kensington and Chelsea (202010924) Case 202010924 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of damp and mould in the property including the resident’s reports of damage … 5 Oct 2022 No Maladministration The Guinness Partnership Limited (202126599) Case 202126599 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. 5 Oct 2022 No Maladministration Vivid Housing Limited (202117855) Case 202117855 · Estate Management The complaint is about: The landlord’s handling of the resident’s concerns about the security of the bike shed and his … 4 Oct 2022 No Maladministration London Borough of Hackney (202102823) Case 202102823 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s concerns about windows being renewed during Covid-19 lockdown. 4 Oct 2022 No Maladministration Torus62 Limited (202120233) Case 202120233 · Old Property Condition migrated-2025 The complaint is about: The landlord’s response to the resident’s reports that the pipework in her bathroom had been installed … 3 Oct 2022 No Maladministration Clarion Housing Association Limited (202102884) Case 202102884 · Moving/Buying/Selling Home The complaint is about the landlord’s refusal of a request for a management transfer. 3 Oct 2022 No Maladministration Home Group Limited (202203575) Case 202203575 · Old Property Condition migrated-2025 The complaint concerns the landlord’s decision to decline to undertake a sound proofing test in the resident’s property. 3 Oct 2022 No Maladministration London & Quadrant Housing Trust (202012626) Case 202012626 · ASB/Abuse/Nuisance The resident complains about the landlord’s handling of: reports of a pest infestation; reports of damp and mould; reports of … 3 Oct 2022 No Maladministration Yorkshire Housing Limited (202203578) Case 202203578 · ASB/Abuse/Nuisance The complaint is about the landlord’s decision to send a solicitor’s letter to the resident to warn him about breaching … 2 Oct 2022 No Maladministration Ashfield District Council (202200028) Case 202200028 · Estate Management The complaint is about the landlord’s response to the resident’s concerns regarding the boundary hedge at the property. 2 Oct 2022 No Maladministration Camden Council (202126592) Case 202126592 · Estate Management The complaint is about the landlord’s response to the resident’s concerns about the lift being out of service. 30 Sep 2022 No Maladministration Clarion Housing Association Limited (202200310) Case 202200310 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s request for a bathroom replacement. 30 Sep 2022 No Maladministration Notting Hill Genesis (202113786) Case 202113786 · Managing Relations The complaint is about: The landlord’s response to the resident’s request to be transferred to another property. The landlord’s handling … 30 Sep 2022 No Maladministration Rochdale Boroughwide Housing Limited (202201992) Case 202201992 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to reports of repairs to the resident’s heating system and her subsequent request … 29 Sep 2022 No Maladministration Sovereign Network Homes (202015554) Case 202015554 · Health and Safety (inc. building safety) The resident’s complaint is about the landlord’s: communication with him using hard copy correspondence; approach to property management of the … 29 Sep 2022 No Maladministration Vivid Housing Limited (202012617) Case 202012617 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s: Reports about anti-social behaviour (‘ASB’) and dog urine. request for … 28 Sep 2022 No Maladministration Clarion Housing Association Limited (202016189) Case 202016189 · ASB/Abuse/Nuisance This complaint is about the landlord’s response: to the resident’s report of anti- social behaviour (ASB) from her neighbours. to … 27 Sep 2022 No Maladministration Community Gateway Association Limited (202127389) Case 202127389 · Estate Management The complaint is about the landlord’s response to the resident’s request to install a boundary fence around her garden. 27 Sep 2022 No Maladministration Lewisham Council (202011375) Case 202011375 · Managing Relations The complaint is about: The landlord’s handling of the replacement of the resident’s windows and the amount of compensation offered … 27 Sep 2022 No Maladministration Yorkshire Housing Limited (202200611) Case 202200611 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour. The resident’s reports of repairs in … 26 Sep 2022 No Maladministration Citizen Housing (202112942) Case 202112942 · Old Property Condition migrated-2025 The complaint is about: The landlord’s finding that the back boiler and gas fire were unsafe following the annual gas … 26 Sep 2022 No Maladministration Midland Heart Limited (202113043) Case 202113043 · Managing Relations The complaint is about the landlord’s: response to the resident’s request to be rehoused; complaints handling. 23 Sep 2022 No Maladministration Castles & Coasts Housing Association Limited (202116974) Case 202116974 · Estate Management The complaint is about the landlord’s: response to a request to install a driveway to the front of the resident’s … 23 Sep 2022 No Maladministration Optivo (now Southern Housing) (202112494) Case 202112494 · Managing Relations The complaint is about the landlord’s handling of: A request for repairs to the resident’s windows. The resident’s request for … 23 Sep 2022 No Maladministration Plus Dane Housing Limited (202126563) Case 202126563 · Estate Management The complaint is about the landlord’s handling of the resident’s reports of: A pest infestation in her property. Boiler repairs. 23 Sep 2022 No Maladministration Westward Housing Group Limited (202117310) Case 202117310 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of damage to a garden wall. 20 Sep 2022 No Maladministration Vivid Housing Limited (202127008) Case 202127008 · Occupancy Rights The complaint is about the landlord’s response to the resident’s request to succeed to his late parents’ tenancy. 17 Sep 2022 No Maladministration Midland Heart Limited (202015312) Case 202015312 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of boiler repairs in the resident’s property since May 2020 and his request … 16 Sep 2022 No Maladministration Kingston upon Thames Council (202116744) Case 202116744 · ASB/Abuse/Nuisance This complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) from several neighbouring properties; The … 15 Sep 2022 No Maladministration Flagship Housing Group Limited (202101003) Case 202101003 · Managing Relations REPORT COMPLAINT 202101003 Flagship Housing Group Limited 15 September 2022 Our approach The Housing Ombudsman’s approach to investigating and determining … 13 Sep 2022 No Maladministration Habinteg Housing Association Limited (202002958) Case 202002958 · Information and data management The complaint is about: The landlord’s response to the resident’s reports that the landlord falsified documents. The landlord’s response to … 13 Sep 2022 No Maladministration Orbit Housing Association Limited (202121373) Case 202121373 · Financial The complaint is about the landlord’s decision to recharge the resident for damage caused to temporary accommodation. 13 Sep 2022 No Maladministration Wandsworth Council (202127222) Case 202127222 · Estate Management The complaint is about the landlord's response to the resident’s concerns about the lift breaking down in the block of … 12 Sep 2022 No Maladministration Guinness Housing Association Limited (202128330) Case 202128330 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled reports of damp and mould in the property and its decision not to … 12 Sep 2022 No Maladministration Sanctuary Housing Association (202123803) Case 202123803 · Managing Relations The complaint concerns: The landlord’s decision to issue a letter and email relating to its intention to begin possession proceedings … 9 Sep 2022 No Maladministration East Riding of Yorkshire Council (202120030) Case 202120030 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of a pest infestation (sewer flies) in his property. 9 Sep 2022 No Maladministration Hyde Housing Association Limited (202121737) Case 202121737 · Managing Relations REPORT COMPLAINT 202121737 Hyde Housing Association Limited 9 September 2022 Our approach The Housing Ombudsman’s approach to investigating and determining … 9 Sep 2022 No Maladministration Kingston upon Hull City Council (202118928) Case 202118928 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports about excessive noise from the boiler. 8 Sep 2022 No Maladministration London & Quadrant Housing Trust (202105979) Case 202105979 · Financial The complaint is about the landlord’s response to the resident about: the building maintenance and fire safety. the service charges … 7 Sep 2022 No Maladministration Kingston upon Thames Council (202116740) Case 202116740 · ASB/Abuse/Nuisance This compliant is about: The landlord’s tailored policy for visits to the property; The landlord’s agent not wearing a face … 5 Sep 2022 No Maladministration Wokingham Borough Council (202108469) Case 202108469 · Managing Relations The complaint is about the tone and content of the landlord’s warning letter to the resident, and an associated email. 2 Sep 2022 No Maladministration Camden Council (202125295) Case 202125295 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s request for her toilet seat to be replaced by it. 1 Sep 2022 No Maladministration Trent & Dove Housing Limited (202123724) Case 202123724 · Managing Relations The complaint concerns: The landlord visiting the resident without making a prior appointment. Whether a landlord staff member wore the … 31 Aug 2022 No Maladministration Anchor Hanover Group (202124720) Case 202124720 · Managing Relations The complaint concerns the landlord’s: handling of and response to the resident’s reports about damp. communication and complaint handling. 31 Aug 2022 No Maladministration Clarion Housing Association Limited (202109659) Case 202109659 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s compensation request in respect to structural works, for which she … 31 Aug 2022 No Maladministration Midland Heart Limited (202121035) Case 202121035 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports about a flea infestation and door gaps he said … 31 Aug 2022 No Maladministration Network Homes Limited (202112541) Case 202112541 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s request to replace the fence in the communal garden outside …