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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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Browse by outcome

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 590 of 16,595 decisions

Decisions

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2 Nov 2021 Outside Jurisdiction Kingston upon Thames Council (202116742) Case 202116742 · Local Authority / ALMO or TMO The complaint concerns the contact details provided on Council Tax information. 2 Nov 2021 Outside Jurisdiction Sanctuary Housing Association (202108590) Case 202108590 · Moving/Buying/Selling Home The complaint concerns the accuracy of a listing on Devon Homes Choice. 29 Oct 2021 Outside Jurisdiction Kingston upon Thames Council (202116756) Case 202116756 · Local Authority / ALMO or TMO The complaint is about the Council’s handling of the resident’s complaint about antisocial behaviour originating from a property that is … 28 Oct 2021 Outside Jurisdiction Peabody Enterprises Limited (202009487) Case 202009487 · Occupancy Rights The complaint concerns a dispute about the resident’s access to the garden at the rear of her home. 26 Oct 2021 Outside Jurisdiction Haringey Council (202101101) Case 202101101 · Local Authority / ALMO or TMO The complaint is about the Council’s handling of the resident’s request for re-housing. 26 Oct 2021 Outside Jurisdiction Kingston upon Thames Council (202116741) Case 202116741 · Estate Management The complaint is about the landlord’s handling of street lighting repairs. 21 Oct 2021 Outside Jurisdiction Hyde Housing Association Limited (202102587) Case 202102587 · Financial The complaint is about an increase of rent, which the resident believes has been set too high. 21 Oct 2021 Outside Jurisdiction The Riverside Group Limited (202110808) Case 202110808 · Financial The complaint is about an increase of service charges. 20 Oct 2021 Outside Jurisdiction Ealing Council (202005564) Case 202005564 · Local Authority / ALMO or TMO The complaint is about the landlords handling of a reported roof leak. 20 Oct 2021 Outside Jurisdiction Nehemiah United Churches Housing Association Limited (202011019) Case 202011019 · Financial The landlord’s administration of the resident’s service charge account. The landlord’s response to the resident’s concerns about the reasonableness and … 18 Oct 2021 Outside Jurisdiction Metropolitan Housing Trust Limited (202003067) Case 202003067 · Old Property Condition migrated-2025 The complaint is about: The resident’s dissatisfaction with the level of redress made by the landlord in its response to … 18 Oct 2021 Outside Jurisdiction Nottingham Community Housing Association Limited (202009349) Case 202009349 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of concerns the resident raised about the style of bath installed during a … 14 Oct 2021 Outside Jurisdiction Onward Homes Limited (202014978) Case 202014978 · Managing Relations The complaint concerns: Reports that the landlord has prevented the resident from engaging with voluntary community groups. The closure of … 14 Oct 2021 Outside Jurisdiction The Riverside Group Limited (202108359) Case 202108359 · Financial The complaint concerns the increase in service charges. 13 Oct 2021 Outside Jurisdiction Notting Hill Genesis (202106348) Case 202106348 · Financial The complaint concerns the landlord’s handling of the resident’s reports of an alleged theft of their bikes from a garage. 12 Oct 2021 Outside Jurisdiction Southwark Council (202106680) Case 202106680 · Local Authority / ALMO or TMO The complaint concerns the assessment of the resident’s housing needs. 11 Oct 2021 Outside Jurisdiction Clarion Housing Association Limited (201907892) Case 201907892 · Financial The complaint is about the landlord's management of the resident’s rent account, which resulted in an overpayment at the resident’s … 8 Oct 2021 Outside Jurisdiction Brighton and Hove City Council (202106026) Case 202106026 · Local Authority / ALMO or TMO The complaint concerns an overpayment of Housing Benefit 8 Oct 2021 Outside Jurisdiction Royal Borough of Kensington and Chelsea (202015182) Case 202015182 · Local Authority / ALMO or TMO The landlord’s response to damaged caused to the property following a leak. 1 Oct 2021 Outside Jurisdiction The Riverside Group Limited (202111607) Case 202111607 · Estate Management The complaint is about the response to a request for the rumble strip to be removed from the entrance of … 30 Sep 2021 Outside Jurisdiction Thanet District Council (202104827) Case 202104827 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the applicants’ request for rent arrears from 2006 to be written off … 29 Sep 2021 Outside Jurisdiction Birmingham City Council (202109800) Case 202109800 · Local Authority / ALMO or TMO The resident complained about the information the landlord provided about the property, following their right to buy application. 27 Sep 2021 Outside Jurisdiction Anchor Hanover Group (202014722) Case 202014722 · Financial The complaint is about the landlords handling of the residents reports of: The level of service charge at the property. … 27 Sep 2021 Outside Jurisdiction Newlon Housing Trust (202102602) Case 202102602 · Financial The complaint is about the level of rent the resident is being charged. 24 Sep 2021 Outside Jurisdiction Clarion Housing Association Limited (202102434) Case 202102434 · Financial The complaint is about the landlord’s response to the resident’s request that it refund an advanced rent payment. 23 Sep 2021 Outside Jurisdiction Aster Communities (202017599) Case 202017599 · Financial The complaint concerns: 23 Sep 2021 Outside Jurisdiction Hyde Housing Association Limited (202103486) Case 202103486 · Estate Management The complaint is about the landlord's handling of the residents’ request to change parking bays by varying their lease. 22 Sep 2021 Outside Jurisdiction GreenSquareAccord Limited (202103826) Case 202103826 · Occupancy Rights The complaint concerns the fulfilment of the terms of a self-build scheme. 22 Sep 2021 Outside Jurisdiction Notting Hill Genesis (202013079) Case 202013079 · Occupancy Rights The complaint concerns the landlord’s refusal to grant permission for the property to be converted. 22 Sep 2021 Outside Jurisdiction Notting Hill Genesis (202108267) Case 202108267 · Information and data management The complaint is about the landlord's referral and response to a Community Multi-Agency Risk Assessment Conference (CMARAC) that that took … 22 Sep 2021 Outside Jurisdiction Southwark Council (202103621) Case 202103621 · Financial The complaint is about the resident’s liability for rent arrears. 21 Sep 2021 Outside Jurisdiction Onward Homes Limited (202107633) Case 202107633 · Financial The complaint concerns an increase in service charges. 17 Sep 2021 Outside Jurisdiction Camden Council (202102563) Case 202102563 · Local Authority / ALMO or TMO REPORT COMPLAINT 202102563 Camden Council 17 September 2021 Our approach What we can and cannot consider is called the Ombudsman’s … 17 Sep 2021 Outside Jurisdiction Platform Housing Group Limited (202105359) Case 202105359 · Occupancy Rights The complaint is about the landlord’s handling of the residents’ end of tenancy notification. 16 Sep 2021 Outside Jurisdiction The Guinness Partnership Limited (202104385) Case 202104385 · Managing Relations The resident complained about landlord’s management of a deceased neighbour’s property. 15 Sep 2021 Outside Jurisdiction Lincolnshire Housing Partnership Limited (202102815) Case 202102815 · Financial The complaint is about the level of rent. 15 Sep 2021 Outside Jurisdiction Norwich City Council (202015236) Case 202015236 · Local Authority / ALMO or TMO The complaint is about service charges for sheltered housing support and alarm costs 15 Sep 2021 Outside Jurisdiction Tower Hamlets Council (202102251) Case 202102251 · Financial The complaint is about the Council’s handling of the resident’s application for housing, and its handling of the resident’s queries … 11 Sep 2021 Outside Jurisdiction North East Derbyshire District Council (201911894) Case 201911894 · Local Authority / ALMO or TMO It has been difficult to engage with the resident to clarify the issues which they wish to bring as part … 9 Sep 2021 Outside Jurisdiction LiveWest Homes Limited (202016064) Case 202016064 · Occupancy Rights The complaint concerns the resident’s request for the landlord to change the classification of the property from a three bedroom … 8 Sep 2021 Outside Jurisdiction Midland Heart Limited (202011922) Case 202011922 · Financial The complaint is about the landlord’s response to the resident’s concerns with the level, and standard of work carried out … 7 Sep 2021 Outside Jurisdiction Network Homes Limited (201915458) Case 201915458 · Estate Management The complaint concerns a dispute about whether the resident has sole use of the garden at the property. 7 Sep 2021 Outside Jurisdiction Paragon Asra Housing Limited (202006279) Case 202006279 · Moving/Buying/Selling Home The complaint is about the liability for fees arising during the sale of a property. 31 Aug 2021 Outside Jurisdiction Cobalt Housing Limited (202006302) Case 202006302 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of: issues with the drains at her property; issues … 31 Aug 2021 Outside Jurisdiction Irwell Valley Housing Association Limited (202004776) Case 202004776 · Managing Relations This complaint is about the landlord’s response to the resident’s allegation that a member of its staff assaulted him on … 27 Aug 2021 Outside Jurisdiction Bournemouth Churches Housing Association Limited (202002952) Case 202002952 · Information and data management The complaint concerns the landlord’s response to the resident’s claim of a breach of data protection. 26 Aug 2021 Outside Jurisdiction Southern Housing Group Limited (202016172) Case 202016172 · Information and data management The complaint is about the landlord’s response to the resident’s reports of a data breach. 25 Aug 2021 Outside Jurisdiction Bernicia Group (202106739) Case 202106739 · Financial The complaint is about the level of rent. 25 Aug 2021 Outside Jurisdiction Estuary Housing Association Limited (202107783) Case 202107783 · Financial The complaint is about the landlord’s response to the resident’s request for compensation for an injury. 25 Aug 2021 Outside Jurisdiction Waltham Forest Council (202103705) Case 202103705 · Local Authority / ALMO or TMO The complaint is about the landlord’s decision to decline a request for reimbursement of costs for fencing works.