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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 5,351 of 16,595 decisions

Decisions

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21 May 2021 Partial Maladministration Bolton at Home Limited (202011752) Case 202011752 · ASB/Abuse/Nuisance The complaint refers to: The landlord’s handling of the resident’s concerns about the standard of cleaning and grounds maintenance in … 21 May 2021 Partial Maladministration Your Housing Limited (202005876) Case 202005876 · Estate Management The complaint concerns: The landlord’s handling of the resident’s reports of a lack of grounds maintenance in communal areas. The … 20 May 2021 Partial Maladministration London Borough of Redbridge (202011626) Case 202011626 · Local Authority / ALMO or TMO The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in her home. The landlord’s … 20 May 2021 Partial Maladministration Raven Housing Trust Limited (202008210) Case 202008210 · Estate Management The complaint is about the landlord’s: Response to the resident’s reports of repair to an aerial. Response to reports from … 20 May 2021 Partial Maladministration The Riverside Group Limited (202011970) Case 202011970 · Health and Safety (inc. building safety) The complaint is about: The level of compensation offered to the resident by the landlord for its disconnection of her … 18 May 2021 Partial Maladministration Thurrock Council (202004501) Case 202004501 · Managing Relations The complaint is about the landlord’s response to the residents reports of: The initial blocked drain at the property and … 17 May 2021 Partial Maladministration Sovereign Housing Association Limited (202004908) Case 202004908 · Old Property Condition migrated-2025 The complaint is about the landlord’s: Response to the resident’s request for cooling equipment in his bathroom. Handling of matters … 14 May 2021 Partial Maladministration Camden Council (202002092) Case 202002092 · Local Authority / ALMO or TMO The resident complains about: The length of time scaffolding was erected at her property. The landlord’s response to her concerns … 14 May 2021 Partial Maladministration Optivo (202014485) Case 202014485 · Managing Relations The complaint refers to: The landlord’s handling of the resident’s staircasing application, The landlord’s handling of the associated complaint. 13 May 2021 Partial Maladministration London & Quadrant Housing Trust (202003007) Case 202003007 · Financial The complaint is about: The landlord’s offer of redress in relation to the repairs service it provided to the resident … 13 May 2021 Partial Maladministration Welwyn Hatfield Borough Council (201912592) Case 201912592 · Managing Relations REPORT COMPLAINT 201912592 Welwyn Hatfield Borough Council 13 May 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 12 May 2021 Partial Maladministration Peabody Trust (201907854) Case 201907854 The complaint is about: The landlord’s handling of the resident’s repair request The compensation offered by the landlord for a … 10 May 2021 Partial Maladministration Metropolitan Housing Trust Limited (202004789) Case 202004789 · Information and data management The complaint is regarding landlord’s response to the resident’s concerns about: a faulty boiler at her property. her succession application. … 10 May 2021 Partial Maladministration Paragon Asra Housing Limited (201911811) Case 201911811 · Managing Relations The complaint is about: The landlord’s response to the resident’s request to be re-housed. The landlord’s handling of the associated … 4 May 2021 Partial Maladministration Clarion Housing Association Limited (202009303) Case 202009303 · Financial The complaint is about the landlord’s response to the resident’s: concerns about the designation of her property as a three-bedroom … 4 May 2021 Partial Maladministration Hyde Housing Association Limited (201913411) Case 201913411 · Managing Relations The complaint is about: The landlord's handling of the resident's Right to Buy (RTB) application. The landlord’s associated complaint handling. 4 May 2021 Partial Maladministration One Housing Group Limited (202007192) Case 202007192 · Estate Management The complaint concerns: the landlord response’ to the resident’s reports of a water leak from the bathroom ceiling in the … 4 May 2021 Partial Maladministration Waltham Forest Council (202002130) Case 202002130 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Implementation of reasonable adjustments. Handling of the resident's reports of antisocial behaviour (ASB). Communication … 30 Apr 2021 Partial Maladministration A2Dominion Housing Group Limited (201908032) Case 201908032 The complaint is about: The landlord’s response to the resident’s request for rehousing. The landlord’s complaint handling. 30 Apr 2021 Partial Maladministration Anchor Hanover Group (202009169) Case 202009169 · Health and Safety (inc. building safety) The resident complained about the landlord’s: response to his concern about insufficient compartmentalisation within the building to prevent transmission of … 30 Apr 2021 Partial Maladministration Birmingham City Council (202006376) Case 202006376 · Old Property Condition migrated-2025 The complaint concerns: the landlord’s handling of the resident’s reports of outstanding repairs in her property. the impact the condition … 30 Apr 2021 Partial Maladministration Lambeth Council (202004383) Case 202004383 · Managing Relations The complaint is about the landlord’s: decision to withdraw its offer of damages and reasonable legal costs, complaints handling. 30 Apr 2021 Partial Maladministration London & Quadrant Housing Trust (L&Q) (201914859) Case 201914859 · Health and Safety (inc. building safety) This complaint is about: The landlord’s handling of the resident’s concerns following a fire in his building. The landlord’s handling … 30 Apr 2021 Partial Maladministration Slough Borough Council (202007248) Case 202007248 · Estate Management The complaint is about: 29 Apr 2021 Partial Maladministration Arun District Council (202001255) Case 202001255 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s: Reports of leaks to his garage roof and shed downpipe. … 29 Apr 2021 Partial Maladministration Broadacres Housing Association Limited (202002804) Case 202002804 · ASB/Abuse/Nuisance This complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (‘ASB’) by her neighbours. The report … 29 Apr 2021 Partial Maladministration Hyde Housing Association Limited (201912702) Case 201912702 · Estate Management The complaint is about the landlord’s: 29 Apr 2021 Partial Maladministration Optivo (201903550) Case 201903550 · Managing Relations This complaint is about the landlord’s response to the resident’s concerns about its handling of repairs to the resident’s property … 29 Apr 2021 Partial Maladministration Optivo (202006395) Case 202006395 · ASB/Abuse/Nuisance REPORT COMPLAINT 202006395 Optivo 22 April 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to … 29 Apr 2021 Partial Maladministration Portal Housing Association Limited (202004183) Case 202004183 · Estate Management The complaint is about: The level of service charge for the grounds maintenance contract. The landlord’s response to the resident’s … 29 Apr 2021 Partial Maladministration Prospect Housing Limited (201811550) Case 201811550 · Financial The resident complains about: The level of compensation offered by the licensor in relation to a burglary at the property … 28 Apr 2021 Partial Maladministration Waterloo Housing Group Limited (201912756) Case 201912756 · Moving/Buying/Selling Home The complaint is about the landlord’s: Response to the resident’s concerns that it should not have allowed the mutual exchange … 27 Apr 2021 Partial Maladministration Moat Housing Group Limited (201816242) Case 201816242 · ASB/Abuse/Nuisance The complaint is about the landlord’s: 26 Apr 2021 Partial Maladministration Clarion Housing Association Limited (202005632) Case 202005632 The complaint is regarding: An increase in the resident’s service charges. The landlord’s administration of the resident’s service charge account. … 26 Apr 2021 Partial Maladministration Platform Housing Group Limited (202012060) Case 202012060 · Estate Management The complaint is about the landlord's response to the resident's concerns about: The condition and management of the car parking … 22 Apr 2021 Partial Maladministration Notting Hill Genesis (201813837) Case 201813837 · Health and Safety (inc. building safety) The complaint is about: The landlord’s response to safety concerns about a boiler. The landlord’s response to a report of … 22 Apr 2021 Partial Maladministration Octavia Housing (202006862) Case 202006862 · Managing Relations The complaint concerns the landlord’s handling of the resident’s: transfer application and property offer. reports of mould and damp at … 21 Apr 2021 Partial Maladministration South Kesteven District Councill (202006324) Case 202006324 The complaint is about the landlord’s handling of a complaint made against him about anti-social behaviour (ASB). The complaint is … 20 Apr 2021 Partial Maladministration Notting Hill Genesis (202001199) Case 202001199 · Financial The complaint is about: The landlord’s administration of the resident’s rent account. The landlord’s provision of service charge information. The … 20 Apr 2021 Partial Maladministration Octavia Housing (202005125) Case 202005125 · Managing Relations The resident complains about; a delayed repair to a window and the landlord’s subsequent offer of compensation; the landlord’s response … 16 Apr 2021 Partial Maladministration Leeds City Council (202007676) Case 202007676 · Local Authority / ALMO or TMO The complaint is about: The conduct of a local ward member in respect of a planning application. The allocation of … 16 Apr 2021 Partial Maladministration Midland Heart Limited (202002033) Case 202002033 · Information and data management The complaint concerns: The landlord’s handling of the resident’s request for his address to be amended. The landlord’s handling of … 16 Apr 2021 Partial Maladministration Network Homes Limited (202004188) Case 202004188 · Old Property Condition migrated-2025 The complaint is about: 16 Apr 2021 Partial Maladministration Newlon Housing Trust (202009618) Case 202009618 · Managing Relations The complaint concerns: the landlord’s handling of the resident’s reports of excessive heat and cold in the property. the landlord’s … 15 Apr 2021 Partial Maladministration Hounslow Council (202008895) Case 202008895 · Local Authority / ALMO or TMO The resident has complained about: The landlord's handling of her reports of leaks in the bathroom and the kitchen of … 15 Apr 2021 Partial Maladministration One Housing Group Limited (202000109) Case 202000109 · Financial The complaint is about: the increase of the service charge year-on-year; the resident’s ability to acquire an additional portioned percentage … 14 Apr 2021 Partial Maladministration Futures Housing Group Limited (202004109) Case 202004109 · Managing Relations The complaint concerns: The landlord’s handling of repairs to the resident’s heating system. The landlord’s handling of the associated complaint. 13 Apr 2021 Partial Maladministration Metropolitan Housing Trust Limited (202008511) Case 202008511 · Estate Management The complaint is about the landlord’s handling of the resident’s: request for CCTV to be installed; requests for repairs to … 12 Apr 2021 Partial Maladministration Cottsway Housing Association Limited (202000991) Case 202000991 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s report of her neighbour’s shed causing damage to her garden … 9 Apr 2021 Partial Maladministration Ashford Borough Council (202001169) Case 202001169 · Local Authority / ALMO or TMO The complaint is about: The managing agent’s communication with the resident after he informed it in February 2018 he was …