Source · Ombudsman casework

Housing Ombudsman Decisions

18,103 total decisions 13,253 maladministration found 2,407 no maladministration 167 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.

Year: 2021 × Outcome: Partial_Maladministration ×

Showing 475 of 18,103 decisions

Decisions

Most recent first

Crawley Borough Council (201913362)

28 Jan 2021 Case 201913362 Partial Maladministration

The complaint is about the landlord’s handling of the resident's reports of:

Read the original Housing Ombudsman decision via the title.

Harrow Council (201914659)

28 Jan 2021 Case 201914659 Partial Maladministration Local Authority / ALMO or TMO

This complaint concerns: The landlord’s response to the resident’s reports of a pest infestation. The landlord’s response to the resident’s reports of damp and mould, and the overall condition of the property. The impact on the resident’s health from the damp and mould in the property. The landlord’s response to …

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Leeds City Council (201914171)

28 Jan 2021 Case 201914171 Partial Maladministration Moving/Buying/Selling Home

The complaint concerns:

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Hammersmith and Fulham Council (202002314)

27 Jan 2021 Case 202002314 Partial Maladministration Local Authority / ALMO or TMO

The complaint concerns how the landlord: handled the resident’s reports of a water leak into the property, handled the resident’s complaint

Read the original Housing Ombudsman decision via the title.

Kingston upon Thames Council (201916059)

27 Jan 2021 Case 201916059 Partial Maladministration Local Authority / ALMO or TMO

The complaint is about: The landlord’s handling of the resident’s reports of a faulty boiler and immersion heater. The landlord’s response to the resident's reports of damage.

Read the original Housing Ombudsman decision via the title.

Stonewater (2) Limited (201912877)

27 Jan 2021 Case 201912877 Partial Maladministration

The complaint is about the landlord’s response to the resident’s: Concerns regarding service charge elements. Request for reimbursement following redecoration at the property.

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Equity Housing Group Limited (201902020)

26 Jan 2021 Case 201902020 Partial Maladministration Old Property Condition categories

The complaint is about the landlord’s handling of repairs to the windows and the length of time it took to replace the windows at the property. The complaint is also about the landlord’s complaint handling.

Read the original Housing Ombudsman decision via the title.

Kingston upon Thames Council (201915380)

26 Jan 2021 Case 201915380 Partial Maladministration Local Authority / ALMO or TMO

The complaint is about the landlord’s: Response to the resident’s reports of noise nuisance; Complaints handling.

Read the original Housing Ombudsman decision via the title.

Teign Housing (201914975)

22 Jan 2021 Case 201914975 Partial Maladministration Moving/Buying/Selling Home

REPORT COMPLAINT 201914975 Teign Housing 22 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]

Read the original Housing Ombudsman decision via the title.

London & Quadrant Housing Trust (201916043)

21 Jan 2021 Case 201916043 Partial Maladministration Old Property Condition categories

REPORT COMPLAINT 201916043 London & Quadrant H T 21 January 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]

Read the original Housing Ombudsman decision via the title.

Octavia Housing (202001154)

21 Jan 2021 Case 202001154 Partial Maladministration Old Charges categories

REPORT COMPLAINT 202001154 Octavia Housing 21 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]

Read the original Housing Ombudsman decision via the title.

Woking Borough Council (202000175)

19 Jan 2021 Case 202000175 Partial Maladministration Local Authority / ALMO or TMO

The complaint is about the landlord’s: response to the resident’s request for repair works to the toilet at his property; response to the resident’s request for an electric heater to be installed in the bathroom at his property; response to the resident’s reports about poor mobile telephone signal at his …

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Haringey Council (201915284)

18 Jan 2021 Case 201915284 Partial Maladministration Local Authority / ALMO or TMO

REPORT COMPLAINT 201915284 Haringey Council 18 January 2021 Our approach 1. The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]

Read the original Housing Ombudsman decision via the title.

LiveWest Homes Limited (202004014)

18 Jan 2021 Case 202004014 Partial Maladministration Estate Management

The complaint refers to: The Landlord’s handling of the Resident’s concerns about the management of the car park at her property. The Landlord’s complaint handling of this matter.

Read the original Housing Ombudsman decision via the title.

Phoenix Community Housing Association (Bellingham and Downham) Limited (201908453)

18 Jan 2021 Case 201908453 Partial Maladministration Leaseholder

The complaint is about: The landlord’s response to the resident’s reports of damage caused to the property following a leak. The landlord’s communication in relation to a cancelled appointment following the leak. The landlord’s complaint handling of these matters.

Read the original Housing Ombudsman decision via the title.

Southwark Council (201815464)

18 Jan 2021 Case 201815464 Partial Maladministration Local Authority / ALMO or TMO

The resident complained about the landlord’s response to his: reports of a gas leak at the property on 8 February 2019. report of a gas leak on 20 February 2019. reports of its handling of the repair and replacement of windows at the property. complaint about the unsuitability and duration …

Read the original Housing Ombudsman decision via the title.

London & Quadrant Housing Trust (201914099)

15 Jan 2021 Case 201914099 Partial Maladministration Health and Safety (inc. building safety)

The complaint is about the landlord’s: Response to Government guidance on fire safety and cladding in relation to the building which the resident owns a property in. Request for the resident to pay its legal fees in relation to her application to sub-let the property. Complaint handling.

Read the original Housing Ombudsman decision via the title.

Eastbourne Borough Council (202003830)

14 Jan 2021 Case 202003830 Partial Maladministration Case Review

The complaint refers to: The landlord’s handling of your transfer from your previous property. Information provided by the landlord at the beginning of your tenancy. The landlord’s complaint handling of these matters. The landlord’s offer of compensation for errors it identified in its complaint handling.

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Clarion Housing Association Limited (202000218)

11 Jan 2021 Case 202000218 Partial Maladministration Old Complaints Handling categories

The complaint is about the landlord’s:

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East End Homes Limited (202001075)

8 Jan 2021 Case 202001075 Partial Maladministration Old Complaints Handling categories

REPORT COMPLAINT 202001075 East End Homes Limited 17 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]

Read the original Housing Ombudsman decision via the title.

Catalyst Housing Limited (202000443)

7 Jan 2021 Case 202000443 Partial Maladministration Old Property Condition categories

The complaint refers to:

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Places for People Group Limited (201902700)

7 Jan 2021 Case 201902700 Partial Maladministration Old Charges categories

The complaint is about: the landlord’s response to the resident’s reports of communal repairs and her concerns about the standard of grounds maintenance; and the landlord’s provision of information relating to the service charge; and the landlord’s handling of the payment of compensation in respect of failures acknowledged during the …

Read the original Housing Ombudsman decision via the title.

Hounslow Council (202001016)

6 Jan 2021 Case 202001016 Partial Maladministration Local Authority / ALMO or TMO

REPORT COMPLAINT 202001016 Hounslow Council 5 January 2021 Our approach 1. The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]

Read the original Housing Ombudsman decision via the title.

Hammersmith and Fulham Council (202002333)

2 Jan 2021 Case 202002333 Partial Maladministration Local Authority / ALMO or TMO

The complaint refers to:

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Welwyn Hatfield Borough Council (202003866)

2 Jan 2021 Case 202003866 Partial Maladministration Old Property Condition migrated-2025

REPORT COMPLAINT 202003866 Welwyn Hatfield Borough Council 2 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]

Read the original Housing Ombudsman decision via the title.

Decisions by year

Stacked by outcome

Read the chart values

Decisions by year and outcome · full collection with a recorded date
Decision year	Maladministration	No maladministration	Other
2019	1	0	0
2020	60	42	35
2021	875	557	544
2022	1,092	468	400
2023	2,222	384	269
2024	3,021	247	272
2025	4,469	512	708
2026	1,513	197	215

Maladministration includes partial and severe maladministration. Values are counts of published decisions.

Landlords with most published decisions

Decision counts

Clarion Housing Association Limited 919

London & Quadrant Housing Trust 634

Peabody Trust 597

London & Quadrant Housing Trust (L&Q) 488

Sanctuary Housing Association 410

Metropolitan Thames Valley Housing (MTV) 354

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Browse by outcome

Severe Maladministration (167) Maladministration (7,085) Partial (6,001) No Maladministration (2,407) Reasonable Redress (1,549) Mediation (250) Outside Jurisdiction (619)

Common topics (last 2 years)

occupancy background investigation association tenancy limited assured london borough council local authority group lives secure trust february january march april

Browse landlords by decision count

Clarion Housing Association Limited (919) London & Quadrant Housing Trust (634) Peabody Trust (597) London & Quadrant Housing Trust (L&Q) (488) Sanctuary Housing Association (410) Metropolitan Thames Valley Housing (MTV) (354) Hyde Housing Association Limited (346) Southern Housing (337) The Guinness Partnership Limited (329) Notting Hill Genesis (305) Southwark Council (301) A2Dominion Housing Group Limited (269)