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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.

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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 5,351 of 16,595 decisions

Decisions

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30 Jun 2021 Partial Maladministration LiveWest Homes Limited (202007797) Case 202007797 · Managing Relations The complaint is about the landlord’s: Response to the resident’s concerns regarding defects which she had reported in respect of … 30 Jun 2021 Partial Maladministration London & Quadrant Housing Trust (201912002) Case 201912002 · Financial The complaint is regarding: The landlord’s handling of repairs to the resident’s underfloor heating system and its subsequent offer of … 30 Jun 2021 Partial Maladministration Orbit Group Limited (201902084) Case 201902084 · ASB/Abuse/Nuisance The complaint is about: The contents of a warning letter sent to the resident in March 2019. The landlord’s response … 30 Jun 2021 Partial Maladministration Paragon Asra Housing Limited (202003949) Case 202003949 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of ASB. The landlord’s response to the resident’s reports … 28 Jun 2021 Partial Maladministration Croydon Council (202006413) Case 202006413 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of and responses to the resident’s: Reports of anti-social behaviour (ASB). Request that … 28 Jun 2021 Partial Maladministration Housing Solutions (202006212) Case 202006212 · ASB/Abuse/Nuisance The resident has complained about: The time taken by the landlord to process their mutual exchange application. The way their … 28 Jun 2021 Partial Maladministration Nottingham Community Housing Association Limited (202014644) Case 202014644 · Estate Management The complaint is about the landlord’s: Decision to relocate the communal bins for the building to directly outside the resident’s … 28 Jun 2021 Partial Maladministration Richmond Housing Partnership Limited (201909899) Case 201909899 · Financial The leaseholder has complained about: the landlord’s handling of major works related to the roof, the flooring in the communal … 25 Jun 2021 Partial Maladministration Islington Council (202009624) Case 202009624 · Local Authority / ALMO or TMO The complaint is about: The landlord’s response to the resident’s concerns about the quality of the communal area cleaning. The … 25 Jun 2021 Partial Maladministration Thames Valley Housing Association Limited (202010454) Case 202010454 · Estate Management REPORT COMPLAINT 202010454 Thames Valley Housing Association Limited 25 June 2021 Our approach The Housing Ombudsman’s approach to investigating and … 25 Jun 2021 Partial Maladministration The Cambridge Housing Society Limited (202005114) Case 202005114 · ASB/Abuse/Nuisance The complaint is about: 24 Jun 2021 Partial Maladministration Co-operative Development Society Limited (202014369) Case 202014369 · Estate Management This complaint is about the landlord’s handling of: the removal of plants from a neighbouring garden; the procurement of a … 24 Jun 2021 Partial Maladministration Optivo (202007672) Case 202007672 · Estate Management The complaint is about: The landlord’s handling of the resident’s reports of knotweed in her garden. The condition of the … 23 Jun 2021 Partial Maladministration Haringey Council (202009073) Case 202009073 · Local Authority / ALMO or TMO The complaint is regarding: The landlord’s response to the resident’s reports of damp and mould in her property. The landlord’s … 23 Jun 2021 Partial Maladministration Islington Council (201912304) Case 201912304 · ASB/Abuse/Nuisance The complaints are about the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB) prior to March 2020. Concerns … 21 Jun 2021 Partial Maladministration One Vision Housing Limited (202015896) Case 202015896 · Moving/Buying/Selling Home The complaint concerns: The advice given to the resident by the landlord about his suitability for a property. The impact … 21 Jun 2021 Partial Maladministration Tandridge District Council (202010455) Case 202010455 · Local Authority / ALMO or TMO REPORT COMPLAINT 202010455 Tandridge District Council 21 June 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 18 Jun 2021 Partial Maladministration London & Quadrant Housing Trust (202006559) Case 202006559 · Financial The complaint is about: The landlord’s handling of the resident’s service charge account. The landlord’s handling of the resident’s request … 17 Jun 2021 Partial Maladministration Notting Hill Genesis (201909608) Case 201909608 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports about: his neighbour’s antisocial behaviour (ASB), including: noise nuisance; … 17 Jun 2021 Partial Maladministration Orbit Group Limited (201909990) Case 201909990 · Managing Relations The complaint is about: The landlord’s handling of reports of a defective boiler. Complaint Handling. 16 Jun 2021 Partial Maladministration Citizen Housing (202005427) Case 202005427 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of the resident’s requests for repairs to the floorboards in his property prior … 16 Jun 2021 Partial Maladministration London Borough of Hackney (202004219) Case 202004219 · Local Authority / ALMO or TMO The complaint is about the: Landlord’s handling of the resident’s reports of noise nuisance from her neighbour. Landlord’s record keeping … 15 Jun 2021 Partial Maladministration St Albans City and District Council (202012034) Case 202012034 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to: The resident’s concerns about the condition of the property when the tenancy … 15 Jun 2021 Partial Maladministration The Guinness Partnership Limited (202009057) Case 202009057 · ASB/Abuse/Nuisance The complaint concerns: The landlord’s handling of the resident’s historical reports of antisocial behaviour. The landlord’s handling of the resident’s … 14 Jun 2021 Partial Maladministration Hammersmith and Fulham Council (202010475) Case 202010475 · Local Authority / ALMO or TMO REPORT COMPLAINT 202010475 Hammersmith and Fulham Council 14 June 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 14 Jun 2021 Partial Maladministration York Housing Association Limited (202002635) Case 202002635 · Managing Relations This complaint is about the landlord’s handling of: the resident’s reports that the property had not met lettable standards; the … 11 Jun 2021 Partial Maladministration Exeter City Council (202008830) Case 202008830 · Local Authority / ALMO or TMO The complaint is about: the advice given to the resident concerning the Home Choice Scheme. how the landlord handled the … 9 Jun 2021 Partial Maladministration Cornwall Council (202011484) Case 202011484 · Managing Relations The complaints are about the landlord’s: 9 Jun 2021 Partial Maladministration One Housing Group Limited (202007494) Case 202007494 · Financial The complaint is about: The level and reasonableness of the service charges paid by the resident. The landlord’s response to … 8 Jun 2021 Partial Maladministration Trafford Housing Trust Limited (201914289) Case 201914289 · Estate Management The complaint refers to the landlord’s response to the resident’s concerns about: The grounds maintenance provided at the property. The … 2 Jun 2021 Partial Maladministration Saffron Housing Trust Limited (202008332) Case 202008332 · Old Property Condition migrated-2025 The resident complains: That she and her late husband were not informed and consulted before a development project commenced. About … 28 May 2021 Partial Maladministration Camden Council (202009780) Case 202009780 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the residents reports of: Repairs to a communal gate. Leaks in the … 28 May 2021 Partial Maladministration Catalyst Housing Limited (202006521) Case 202006521 · Estate Management The complaint is about the: Level of increase in the resident’s service charges. Landlord’s response to the resident’s complaint about … 28 May 2021 Partial Maladministration Clarion Housing Association Limited (202006786) Case 202006786 · Managing Relations The complaint is regarding: The landlord’s handling of repairs to the resident’s pathway and manhole covers on his property. The … 28 May 2021 Partial Maladministration Clarion Housing Association Limited (202008798) Case 202008798 · ASB/Abuse/Nuisance The complaint is about: - The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of … 28 May 2021 Partial Maladministration London & Quadrant Housing Trust (201910580) Case 201910580 · Financial REPORT COMPLAINT 201910580 London & Quadrant H T 19 May 2021 Our approach The Housing Ombudsman’s approach to investigating and … 28 May 2021 Partial Maladministration Northampton Borough Council (202008281) Case 202008281 · Estate Management This complaint is about the landlord’s response to: The resident’s complaint about its administration of his service charges, its maintenance … 27 May 2021 Partial Maladministration Crawley Borough Council (202012035) Case 202012035 · Local Authority / ALMO or TMO The resident has complained that the landlord has offered insufficient compensation in response to their complaint about the works to … 27 May 2021 Partial Maladministration Metropolitan Housing Trust Limited (202003572) Case 202003572 · Estate Management The complaint is about the landlord’s response to the resident’s: reports regarding the conduct of the landlord’s employee; reports regarding … 27 May 2021 Partial Maladministration Optivo (202012148) Case 202012148 · Old Property Condition migrated-2025 The complaint is about: 26 May 2021 Partial Maladministration Clarion Housing Association Limited (201915794) Case 201915794 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s … 26 May 2021 Partial Maladministration Clarion Housing Association Limited (202004382) Case 202004382 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s request for a new front door. Response to the resident’s … 26 May 2021 Partial Maladministration Greatwell Homes Limited (202004324) Case 202004324 · Managing Relations The complaint is about: The landlord’s unannounced visits to the property on 29 July 2019; The unannounced visit to the … 25 May 2021 Partial Maladministration London Borough of Hackney (202002516) Case 202002516 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s request … 25 May 2021 Partial Maladministration Southwark Council (202011129) Case 202011129 · Local Authority / ALMO or TMO The complaint concerns the landlord’s handling of the resident’s: reports of loud noise from the water pipework. reports of a … 24 May 2021 Partial Maladministration London Borough of Redbridge (202008791) Case 202008791 · Local Authority / ALMO or TMO The resident has complained about: the local authority Environmental Health team’s decision not to take enforcement action against his neighbour … 24 May 2021 Partial Maladministration Nottingham Community Housing Association Limited (202014309) Case 202014309 · Old Property Condition migrated-2025 REPORT COMPLAINT 202014309 Nottingham Community Housing Association Limited 18 May 2021 Our Approach The Housing Ombudsman’s approach to investigating and … 24 May 2021 Partial Maladministration One Housing Group Limited (202014420) Case 202014420 · Financial The complaint refers to: The landlord’s response to the resident’s requests for a breakdown of the service charges for the … 24 May 2021 Partial Maladministration Orbit Group Limited (201808557) Case 201808557 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Request to move to another property Repairs and adaptations to … 21 May 2021 Partial Maladministration Barnet Council (202014754) Case 202014754 · Local Authority / ALMO or TMO This complaint is about the landlord’s handling of: the resident’s reports of drainage repairs needed outside his property; the resident’s …