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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 2,256 of 16,595 decisions

Decisions

Most recent first
9 Mar 2021 No Maladministration Hastoe Housing Association Limited (202007770) Case 202007770 · Managing Relations The complaint is about: 9 Mar 2021 No Maladministration LiveWest Homes Limited (202011688) Case 202011688 · Old Property Condition categories The complaint is about the landlord’s decision to re-charge the resident for the cost of a door due to the … 9 Mar 2021 No Maladministration Thurrock Council (202000809) Case 202000809 · Managing Relations The complaint is about the landlord’s response to the resident’s: Reports of the conduct of a member of staff. Request … 8 Mar 2021 No Maladministration London & Quadrant Housing Trust (202001649) Case 202001649 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s mutual exchange. 4 Mar 2021 No Maladministration Sanctuary Housing Association (202003179) Case 202003179 · Old Property Condition migrated-2025 The complaint is about the landlord’s: 4 Mar 2021 No Maladministration Thirteen Housing Group Limited (201915406) Case 201915406 · Old Estate Management categories The complaint is about the landlord’s response to reports of pest infestation. 3 Mar 2021 No Maladministration Birmingham City Council (202006409) Case 202006409 · Health and Safety (inc. building safety) REPORT COMPLAINT 202006409 Birmingham City Council 3 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 2 Mar 2021 No Maladministration Croydon Council (202004576) Case 202004576 · Managing Relations The complaint is about the landlord’s response to: allegations made about the resident by his neighbours and the landlord’s staff; … 2 Mar 2021 No Maladministration Tower Hamlets Homes (202004413) Case 202004413 · Old Health and Safety categories The complaint is about the landlord’s handling of an annual gas safety check at the resident’s property, in particular: the … 2 Mar 2021 No Maladministration Waterloo Housing Group Limited (202006058) Case 202006058 · Old Complaints Handling categories The complaint is about the landlord’s: offers of alternative properties made to the resident; handling of the associated formal complaint. 28 Feb 2021 No Maladministration Notting Hill Genesis (202000896) Case 202000896 · Managing Relations REPORT COMPLAINT 202000896 Notting Hill Genesis 28 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 28 Feb 2021 No Maladministration Rotherham Metropolitan Borough Council (201913135) Case 201913135 · Old Property Condition migrated-2025 The complaint is about: The landlord’s decision not to carry out requested adaptations to the chimney. The landlord’s response to … 27 Feb 2021 No Maladministration LiveWest Homes Limited (201912691) Case 201912691 · Financial REPORT COMPLAINT 201912691 LiveWest Homes Limited 1 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 27 Feb 2021 No Maladministration One Housing Group Limited (202001943) Case 202001943 · Old Property Condition categories REPORT COMPLAINT 202001943 One Housing Group Limited 26 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 27 Feb 2021 No Maladministration Optivo (201906896) Case 201906896 · ASB/Abuse/Nuisance This complaint is about: The landlord’s handling of the resident’s reports of Anti-social behaviour by his neighbour and their partner. … 26 Feb 2021 No Maladministration A2Dominion Housing Group Limited (202001158) Case 202001158 · Health and Safety (inc. building safety) The complaint is about: the landlord’s response to the resident’s request for information about the cladding on the building she … 26 Feb 2021 No Maladministration Blackpool Council (202004838) Case 202004838 · Information and data management REPORT Complaint 202004838 Blackpool Coastal Housing 26 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 26 Feb 2021 No Maladministration Flagship Housing Group Limited (201915211) Case 201915211 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s reports about: The landlord’s response to requests for adaptations. Animal … 26 Feb 2021 No Maladministration Hyde Housing Association Limited (202001070) Case 202001070 · Old Complaints Handling categories The complaint is about: The landlord’s response to the resident’s request to maintain, and remove invasive plants from, a boundary … 26 Feb 2021 No Maladministration Sanctuary Housing Association (202003924) Case 202003924 · Managing Relations The complaint is about the landlord’s response to the resident's report of being stuck in the lift at her property. … 25 Feb 2021 No Maladministration Citizen Housing (202002427) Case 202002427 · Old Property Condition categories The complaint concerns the landlord’s response to the resident’s complaint and request for compensation for an increased water bill. 25 Feb 2021 No Maladministration Thames Valley Housing Association Limited (202001339) Case 202001339 · Old Moving to a Property categories The complaint is about: 24 Feb 2021 No Maladministration Broxtowe Borough Council (202008071) Case 202008071 · Local Authority / ALMO or TMO This complaint is about: 24 Feb 2021 No Maladministration Gentoo Group Limited (201817178) Case 201817178 · Old Tenants Behaviour categories The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours. 24 Feb 2021 No Maladministration Sheffield City Council (201915229) Case 201915229 · Local Authority / ALMO or TMO REPORT COMPLAINT 201915229 Sheffield City Council 24 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 24 Feb 2021 No Maladministration Southern Housing Group Limited (202007148) Case 202007148 The resident complains about the landlord’s decision to refuse her request for the notice period for the property to be … 23 Feb 2021 No Maladministration Pine Court Housing Association Limited (202001625) Case 202001625 · Old Charges categories The complaint concerns: The landlord’s handling of the resident’s rent account. The level of advice and support provided by the … 23 Feb 2021 No Maladministration Shepherds Bush Housing Association Limited (202009257) Case 202009257 · Old Property Condition categories The complaint is about the landlord’s response to the resident’s request for it to carry out a roof repair. 23 Feb 2021 No Maladministration Wakefield And District Housing Limited (202005491) Case 202005491 The complaint concerns: The landlord’s decision not to progress the resident’s Right to Acquire (RTA) application. The level of compensation … 19 Feb 2021 No Maladministration Cottsway Housing Association Limited (201914012) Case 201914012 The complaint is about the landlord’s response to the resident’s request to be allowed to retain CCTV he had installed … 18 Feb 2021 No Maladministration Lambeth Council (201910354) Case 201910354 · Managing Relations The complaint is about the landlord’s: response to the resident’s concerns about plans for electrical works at her property; response … 18 Feb 2021 No Maladministration MHS Homes Ltd (201904750) Case 201904750 · Voluntary The complaint is regarding the landlord’s handling of: The resident’s reports of Anti-Social Behaviour and harassment from a neighbour. 17 Feb 2021 No Maladministration Hammersmith and Fulham Council (201904615) Case 201904615 · Local Authority / ALMO or TMO The complaint concerns: The landlord’s handling of the resident’s reports of a leak into his property. The landlord’s decision not … 17 Feb 2021 No Maladministration Kingston upon Hull City Council (202005965) Case 202005965 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to: the resident’s reports of damp and mould between 2015 and June 2019 … 16 Feb 2021 No Maladministration Notting Hill Genesis (202000349) Case 202000349 · Old Complaints Handling categories The complaint is about: The landlord’s response to the resident’s requests for adaptations to the property. Her reports of repairs … 12 Feb 2021 No Maladministration Brent Council (202007978) Case 202007978 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s request for installation of CCTV. 12 Feb 2021 No Maladministration Citizen Housing (202003591) Case 202003591 The complaint is about the landlord: providing inaccurate information to the resident about the number of years remaining on the … 12 Feb 2021 No Maladministration The Riverside Group Limited (202006171) Case 202006171 The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from a neighbour. 11 Feb 2021 No Maladministration Cheshire Peaks & Plains Housing Trust (201915731) Case 201915731 · Old Estate Management categories REPORT COMPLAINT 201915731 Cheshire Peaks & Plains Housing Trust 13 November 2020 Our approach The Housing Ombudsman’s approach to investigating … 11 Feb 2021 No Maladministration Home Group Limited (202000698) Case 202000698 · Old Tenants Behaviour categories The complaint is about the landlord’s response to the resident’s report of an unauthorised person living in the neighbouring property. 11 Feb 2021 No Maladministration Red Kite Community Housing Limited (202006090) Case 202006090 · Old Property Condition migrated-2025 The complaint concerns: the landlord’s decision regarding its liability and responsibility for repairs to the downstairs toilet and the conservatory … 10 Feb 2021 No Maladministration Clarion Housing Association Limited (202002439) Case 202002439 · Old Compensation categories The complaint is about: The landlord’s response to two leaks in the property including the length of time taken by … 10 Feb 2021 No Maladministration Exeter City Council (202005117) Case 202005117 · Old Complaints Handling categories The complaint is about the landlord’s: consultation about, and installation of, a mobility scooter storage unit (the store). handling of … 10 Feb 2021 No Maladministration Notting Hill Genesis (202001127) Case 202001127 · Old Property Condition categories The complaint is about how the landlord had responded to the resident’s reports of issues with the satellite signal serving … 9 Feb 2021 No Maladministration Clarion Housing Association Limited (202000084) Case 202000084 · Old Property Condition categories The complaint is about the landlord’s decision to remove the resident’s light and fan fitting to resolve issues with the … 9 Feb 2021 No Maladministration Clarion Housing Association Limited (202002244) Case 202002244 · Old Complaints Handling categories The complaint is about the landlord’s: refusal to repair a dividing fence at the resident’s property; handling of the associated … 9 Feb 2021 No Maladministration Walsall Housing Group Limited (202006506) Case 202006506 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s rehousing application. 8 Feb 2021 No Maladministration One Vision Housing Limited (202003683) Case 202003683 · Estate Management The complaint is about the landlord’s decision not to allow partition of the rear garden at the property. 8 Feb 2021 No Maladministration Southwark Council (201906325) Case 201906325 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour. 5 Feb 2021 No Maladministration Birmingham City Council (202009576) Case 202009576 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of damp and mould in his bathroom and about …