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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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9 Apr 2021 Partial Maladministration Notting Hill Genesis (201915560) Case 201915560 · Estate Management The complaint is about the landlord’s: provision of information about the defect period provided to the resident when purchasing the … 9 Apr 2021 Partial Maladministration Notting Hill Home Ownership Limited (202004931) Case 202004931 · Financial The complaint is about the following issues: The landlord’s response to reports of issues with the heating and hot water … 8 Apr 2021 Partial Maladministration A2Dominion Housing Options Limited (202004155) Case 202004155 · Financial This complaint is about the landlord’s handling of: the resident’s reports of fence repairs; the resident’s reports of damage to … 8 Apr 2021 Partial Maladministration Cobalt Housing Limited (202009114) Case 202009114 · Managing Relations The complaint is regarding the landlord’s handling of: The resident’s reports of various repairs required to the property. The resident’s … 8 Apr 2021 Partial Maladministration Longhurst Group Limited (202001266) Case 202001266 · Managing Relations The complaint is about the landlord’s response to: The resident’s request to bring forward the planned replacement of her bathroom. … 7 Apr 2021 Partial Maladministration Bromford Housing Association Limited (202001208) Case 202001208 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: reports of anti-social behaviour (ASB) and harassment; associated formal complaint. 6 Apr 2021 Partial Maladministration Clarion Housing Association Limited (202002914) Case 202002914 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s: concerns about the removal of a walkway gate; associated formal … 31 Mar 2021 Partial Maladministration Barnet Council (202011309) Case 202011309 · Local Authority / ALMO or TMO This complaint is about the landlord’s handling of the following issues: the resident’s application for rehousing on medical grounds; the … 31 Mar 2021 Partial Maladministration Believe Housing Limited (202009933) Case 202009933 · Applicant The complaint refers to: The landlord’s handling of repairs at the property during the void period. The landlord’s handling of … 31 Mar 2021 Partial Maladministration Clarion Housing Association Limited (202004507) Case 202004507 · Managing Relations The complaint is about the landlord’s: response to the resident’s request for reimbursement of the cost of replacing a lock … 31 Mar 2021 Partial Maladministration East Riding of Yorkshire Council (201904145) Case 201904145 · Local Authority / ALMO or TMO The Complaint is about the landlord’s response to residents’ reports about: The drainage at the property and standing water in … 31 Mar 2021 Partial Maladministration Home Group Limited (201914309) Case 201914309 · Managing Relations The complaint concerns: The landlord’s handling of the resident’s request for re-housing from the local authority. The landlord’s handling of … 31 Mar 2021 Partial Maladministration Kingston upon Thames Council (201915804) Case 201915804 · Local Authority / ALMO or TMO The complaint is about: the landlord’s response to the resident’s report about the communal front door, this was raised in … 31 Mar 2021 Partial Maladministration Lambeth Council (201902272) Case 201902272 · Local Authority / ALMO or TMO The complaint is about the landlord’s: response to the resident’s reports that her property was not suitable for her needs … 31 Mar 2021 Partial Maladministration Lambeth Council (201911089) Case 201911089 · Managing Relations The Complaint is about the landlord’s response to resident’s reports about: The administration of the service charge at the property. … 31 Mar 2021 Partial Maladministration LiveWest Homes Limited (202010096) Case 202010096 · Old Charges categories The Complaint is about the landlord’s response to resident’s reports about: The administration of the rent account at the property. … 31 Mar 2021 Partial Maladministration Midland Heart Limited (201916194) Case 201916194 The resident’s complaint is about the landlord’s response to her reports of ASB as well as the reports of ASB … 31 Mar 2021 Partial Maladministration Peabody Trust (202002384) Case 202002384 · Health and Safety (inc. building safety) The resident complains about the landlord’s handling of the reported electromagnetic field (EMF) disturbance in her flat. This Service will … 31 Mar 2021 Partial Maladministration Tower Hamlets Homes (202000153) Case 202000153 · Local Authority / ALMO or TMO REPORT COMPLAINT 202000153 Tower Hamlets Homes 31 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 30 Mar 2021 Partial Maladministration Canterbury City Council (201812829) Case 201812829 · Local Authority / ALMO or TMO This complaint is about: The landlord’s handling of the resident’s reports of sound transference from the flat above. The landlord’s … 30 Mar 2021 Partial Maladministration One Housing Group (202012573) Case 202012573 · Estate Management The complaint is about: the landlord’s decision not to remove a tree. The delay in the landlord’s response to the … 30 Mar 2021 Partial Maladministration Southern Housing Group Limited (201915218) Case 201915218 · Old Charges categories The resident complains about: How the landlord handled the administration of her rent account, specifically, its decision to issue a … 28 Mar 2021 Partial Maladministration Clarion Housing Association Limited (202000626) Case 202000626 · Financial The resident has complained that: The landlord took too long to complete repairs to the roof. The landlord had not … 25 Mar 2021 Partial Maladministration Leeds City Council (201909241) Case 201909241 The complaint is about the landlord’s: handling of repairs to remedy damp in the resident’s property, response to the resident’s … 23 Mar 2021 Partial Maladministration South Tyneside Homes (201908131) Case 201908131 · Managing Relations REPORT COMPLAINT 201908131 South Tyneside Homes 23 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 22 Mar 2021 Partial Maladministration London & Quadrant H T (201912314) Case 201912314 · Managing Relations This complaint is about the landlord’s handling of: repairs to the resident’s home; the related complaint. 18 Mar 2021 Partial Maladministration Newlon Housing Trust (201910275) Case 201910275 · Estate Management The complaint is about the landlord’s: response to the resident’s concerns regarding the parking at the property, response to the … 17 Mar 2021 Partial Maladministration Cotman Housing Association Limited (201909104) Case 201909104 · Managing Relations The complaint is about the landlord’s handling of the resident’s: request for compensation for damaged flooring following a sewage pipe … 17 Mar 2021 Partial Maladministration Home Group Limited (202003709) Case 202003709 · ASB/Abuse/Nuisance The complaint concerns: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB), by her neighbour. The landlord’s associated … 17 Mar 2021 Partial Maladministration One Housing Group Limited (202005806) Case 202005806 The complaint is about: The landlord’s response to the resident’s allegation that it did not inform her about the Government’s … 16 Mar 2021 Partial Maladministration Dacorum Borough Council (202007602) Case 202007602 · Local Authority / ALMO or TMO The complaint refers to: The landlord’s response to the resident’s reports of a broken boundary fence. The landlord’s handling of … 16 Mar 2021 Partial Maladministration Newlon Housing Trust (201900742) Case 201900742 · Old Property Condition categories The complaint is about the landlord’s handling of: 16 Mar 2021 Partial Maladministration Sanctuary Housing Association (202004462) Case 202004462 · Managing Relations The complaint is about the landlord’s response to: the resident’s reports of damp and mould in the property leading up … 15 Mar 2021 Partial Maladministration One Housing Group (202008176) Case 202008176 · Leaseholder The complaint concerns: How the landlord responded to the resident’s concerns relating to pest control. The condition of communal areas … 12 Mar 2021 Partial Maladministration Midland Heart Limited (202005414) Case 202005414 · Managing Relations The complaint is about: 12 Mar 2021 Partial Maladministration Whitefriars Housing Group Limited (201916116) Case 201916116 · Old Complaints Handling categories REPORT COMPLAINT 201916116 Whitefriars Housing Group Limited 12 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 10 Mar 2021 Partial Maladministration Camden Council (202002857) Case 202002857 · Local Authority / ALMO or TMO REPORT COMPLAINT 202002857 Camden Council 10 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 10 Mar 2021 Partial Maladministration Gateway Housing Association Limited (202000681) Case 202000681 · Old Charges categories The resident complains about: the landlord's administration of the service charge for communal lighting, and; its response to her requests … 10 Mar 2021 Partial Maladministration Rochdale Boroughwide Housing Limited (202002793) Case 202002793 · Old Property Condition categories The resident has complained about the landlord’s handling of: repairs to the electrical installations. damp in the kitchen. the installation … 9 Mar 2021 Partial Maladministration Cornwall Housing Limited (202001647) Case 202001647 · Local Authority / ALMO or TMO The complaint is about: the landlord’s handling of a repair to the resident’s ceiling. the landlord’s administration of the resident’s … 8 Mar 2021 Partial Maladministration Doncaster Metropolitan Borough Council (202003681) Case 202003681 The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour. handling of antisocial behaviour reports against … 8 Mar 2021 Partial Maladministration Harrogate Borough Council (202004558) Case 202004558 · Estate Management The complaint is about: The landlord’s response to the resident’s reports of noise nuisance coming from the floorboards of the … 8 Mar 2021 Partial Maladministration Metropolitan Housing Trust Limited (202006931) Case 202006931 · Old Property Condition migrated-2025 The complaint is about the landlord’s: Response to the resident’s report about a fault with the boiler. Complaint handling. 4 Mar 2021 Partial Maladministration Metropolitan Housing Trust Limited (202005064) Case 202005064 · Old Property Condition migrated-2025 The complaint is about the landlord’s: response to the resident’s reports of no heating in her property, response to the … 3 Mar 2021 Partial Maladministration LiveWest Homes Limited (202011478) Case 202011478 · Old Compensation categories The resident complains about: the landlord’s offer of compensation for damage to personal belongings following a leak at his property. … 3 Mar 2021 Partial Maladministration Westminster City Council (201904113) Case 201904113 · Local Authority / ALMO or TMO The complaint is about: The reasonableness of the service charges for the major works. The number of Section 20 notices … 2 Mar 2021 Partial Maladministration Clarion Housing Association Limited (202002871) Case 202002871 · Information and data management The complaint is about the landlord’s: 2 Mar 2021 Partial Maladministration Southway Housing Trust (Manchester) Limited (202011705) Case 202011705 · Old Complaints Handling categories The complaint is about the landlord’s handling of: repair work in respect of mould and damp in the resident’s property. … 1 Mar 2021 Partial Maladministration Orbit Group Limited (201912974) Case 201912974 · Managing Relations REPORT COMPLAINT 201912974 Orbit Group Limited 1 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 28 Feb 2021 Partial Maladministration Islington Council (202001723) Case 202001723 · Local Authority / ALMO or TMO REPORT COMPLAINT 202001723 Islington Council 28 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is …