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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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27 Feb 2021 Partial Maladministration Clarion Housing Association Limited (201910698) Case 201910698 · Estate Management The complaint is about: The landlord’s response to reports of repairs at the property. The landlord’s response to reports of … 27 Feb 2021 Partial Maladministration London & Quadrant Housing Trust (202003890) Case 202003890 · Estate Management This complaint is about: The landlord’s response to the resident’s reports of issues with parking at this property. The landlord’s … 26 Feb 2021 Partial Maladministration Anchor Hanover Group (202008567) Case 202008567 · Leaseholder The complaint is about: The landlord’s decision to withdraw lease amendments in relation to sub-letting in April 2020. The landlord’s … 26 Feb 2021 Partial Maladministration Camden Council (201914051) Case 201914051 · Local Authority / ALMO or TMO The resident complains about: How the landlord handled the mutual exchange in August 2016. How the landlord handled repairs needed … 26 Feb 2021 Partial Maladministration Lewisham Council (201916011) Case 201916011 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports about: the consultation process for major works, the amount … 26 Feb 2021 Partial Maladministration Metropolitan Housing Trust Limited (202000069) Case 202000069 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s concerns regarding fire safety Response to the resident’s concerns regarding … 26 Feb 2021 Partial Maladministration Notting Hill Genesis (201902173) Case 201902173 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of the following issues: Noise nuisance from neighbours from October 2017 onwards. ASB … 26 Feb 2021 Partial Maladministration Oadby and Wigston Borough Council (202000337) Case 202000337 · Local Authority / ALMO or TMO REPORT COMPLAINT 202000337 Oadby and Wigston Borough Council 26 February 2021 Our approach The Housing Ombudsman’s approach to investigating and … 26 Feb 2021 Partial Maladministration Sandwell Metropolitan Borough Council (202007918) Case 202007918 · Local Authority / ALMO or TMO REPORT COMPLAINT 202007918 Sandwell Metropolitan Borough Council 26 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 26 Feb 2021 Partial Maladministration Wandle Housing Association Limited (201909394) Case 201909394 · Estate Management The complaint is about the landlord’s: Response to the resident’s reports of a petrol generator being used in the communal … 24 Feb 2021 Partial Maladministration Clarion Housing Association Limited (202005810) Case 202005810 The complaint is about the landlord’s: 24 Feb 2021 Partial Maladministration Croydon Churches Housing Association Limited (202001549) Case 202001549 · Old Compensation categories This complaint is about the following issues: The landlord’s handling of leaks to a neighbouring property, including its handling of … 24 Feb 2021 Partial Maladministration Thanet District Council (202001554) Case 202001554 · Local Authority / ALMO or TMO The complaint is about: The landlord’s response to reports of an infestation; The landlord’s response to reports of Antisocial Behaviour … 23 Feb 2021 Partial Maladministration Aldwyck Housing Group Limited (201907614) Case 201907614 · Financial The complaint is about service charges added to the resident’s rent account by the landlord. The Ombudsman has also considered … 23 Feb 2021 Partial Maladministration Central and Cecil Housing Trust (202002657) Case 202002657 · Financial The tenant has complained that: The landlord took too long to refund a service charge credit The landlord took too … 23 Feb 2021 Partial Maladministration Notting Hill Genesis (201909347) Case 201909347 · Estate Management REPORT COMPLAINT 201909347 Notting Hill Genesis 23 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 22 Feb 2021 Partial Maladministration London & Quadrant Housing Trust (201914783) Case 201914783 · Leaseholder The complaint is about the landlord’s response to the resident’s: allegations of not maintaining the drainage system at the property; … 22 Feb 2021 Partial Maladministration Newham Council (201907168) Case 201907168 · Financial The complaint is about: the landlord’s handling of rent arrears following the resident’s succession of the tenancy; the landlord’s handling … 19 Feb 2021 Partial Maladministration Sanctuary Housing Association (202007710) Case 202007710 · Old Tenants Behaviour categories The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her … 18 Feb 2021 Partial Maladministration Kingston upon Thames Council (202002989) Case 202002989 · Managing Relations The complaint is about: The landlord’s response to the resident’s concerns about an old heating box. Complaint handling. 17 Feb 2021 Partial Maladministration Clarion Housing Association Limited (201901347) Case 201901347 · Old Property Condition categories The complaint is about the landlord’s response to reports of: broken paving slabs; defective street lighting; and complaint handling. 16 Feb 2021 Partial Maladministration London & Quadrant Housing Trust (202000180) Case 202000180 · Old Charges categories The complaint is about: the administration of service charges the landlord’s handling of the associated formal complaint. 16 Feb 2021 Partial Maladministration Octavia Housing (202007247) Case 202007247 · Old Property Condition migrated-2025 The complaint is about: The landlord’s response to the resident’s reports of noise disturbance from a neighbouring property; The landlord’s … 15 Feb 2021 Partial Maladministration London & Quadrant Housing Trust (202001700) Case 202001700 · Health and Safety (inc. building safety) The complaint is about: The accuracy of the fire safety assessment completed by the landlord in relation to the building … 15 Feb 2021 Partial Maladministration Sanctuary Housing Association (201914575) Case 201914575 · Leaseholder REPORT COMPLAINT 201914575 Sanctuary Housing Association 15 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 11 Feb 2021 Partial Maladministration Clarion Housing Association Limited (202003544) Case 202003544 · Financial The complaint refers to: The landlord’s administration of the resident’s rent account. The resident’s concerns in relation to a repair … 11 Feb 2021 Partial Maladministration Waltham Forest Council (201915368) Case 201915368 · Local Authority / ALMO or TMO The complaint concerns: the landlord’s response to the resident’s dissatisfaction with the refurbishment of his kitchen and bathroom. the landlord’s … 11 Feb 2021 Partial Maladministration Westminster City Council (202005342) Case 202005342 · Old Property Condition migrated-2025 REPORT COMPLAINT 202005342 Westminster City Council 11 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 10 Feb 2021 Partial Maladministration Salix Homes Limited (202007611) Case 202007611 · Old Property Condition categories The complaint is about: The resident’s concerns about the landlord’s asbestos removal works’ planning, necessity, and completion without his permission. … 8 Feb 2021 Partial Maladministration Sandwell Metropolitan Borough Council (202003469) Case 202003469 REPORT COMPLAINT 202003469 Sandwell Metropolitan Borough Council 9 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 5 Feb 2021 Partial Maladministration The Riverside Group Limited (201915347) Case 201915347 · Old Complaints Handling categories The resident has complained about the landlord’s response to his reports of issues with the general cleanliness of the bin … 5 Feb 2021 Partial Maladministration Wolverhampton City Council (201912244) Case 201912244 The complaint concerns: The landlord’s handling of the resident’s request for reimbursement of the costs incurred from the use of … 3 Feb 2021 Partial Maladministration Leeds City Council (201811573) Case 201811573 · Local Authority / ALMO or TMO The resident complains about: 30 Jan 2021 Partial Maladministration Harrow Council (202002402) Case 202002402 · Local Authority / ALMO or TMO The complaint is regarding: The landlord’s response to the resident’s reports of noise nuisance. The landlord’s complaint handling. 29 Jan 2021 Partial Maladministration Birmingham City Council (201915592) Case 201915592 · Local Authority / ALMO or TMO This complaint is about the landlord’s response to: The resident’s Subject Access Request. The resident’s reports of outstanding repairs to … 29 Jan 2021 Partial Maladministration Camden Council (201910624) Case 201910624 · Local Authority / ALMO or TMO REPORT COMPLAINT 201910624 Camden Council 29 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 29 Jan 2021 Partial Maladministration Clarion Housing Association Limited (202001660) Case 202001660 · Old Complaints Handling categories The complaint is about the landlord’s: 29 Jan 2021 Partial Maladministration Islington Council (201913645) Case 201913645 · Managing Relations REPORT COMPLAINT 201913645 Islington Council 29 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 29 Jan 2021 Partial Maladministration Lewes District Council (201913094) Case 201913094 The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) allegedly perpetrated by her neighbour. … 29 Jan 2021 Partial Maladministration Milton Keynes Council (201910370) Case 201910370 · Managing Relations The resident complains about: How the landlord handled repairs reported, including: how the landlord handled reports of damp in June … 29 Jan 2021 Partial Maladministration Network Homes Limited (202001328) Case 202001328 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: the resident’s reports concerning the safeguarding of residents in relation to ongoing … 29 Jan 2021 Partial Maladministration Rotherham Metropolitan Borough Council (201908898) Case 201908898 · Financial This complaint is about the resident’s concerns that the landlord and its contractor failed to comply with Health and Safety … 29 Jan 2021 Partial Maladministration Shepherds Bush Housing Association Limited (201815545) Case 201815545 REPORT COMPLAINT 201815545 Shepherds Bush Housing Association Limited 29 January 2021 Our approach The Housing Ombudsman’s approach to investigating and … 29 Jan 2021 Partial Maladministration Westlea Housing Association Limited (201911525) Case 201911525 · Managing Relations The complaint is about the landlord’s handling of: 28 Jan 2021 Partial Maladministration Barnet Council (201901321) Case 201901321 · Local Authority / ALMO or TMO The complaint is about: The landlord’s response to the resident’s reports of disrepair at the property. The landlord’s response to … 28 Jan 2021 Partial Maladministration Crawley Borough Council (201913362) Case 201913362 The complaint is about the landlord’s handling of the resident's reports of: 28 Jan 2021 Partial Maladministration Harrow Council (201914659) Case 201914659 · 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 … 28 Jan 2021 Partial Maladministration Leeds City Council (201914171) Case 201914171 · Moving/Buying/Selling Home The complaint concerns: 27 Jan 2021 Partial Maladministration Hammersmith and Fulham Council (202002314) Case 202002314 · 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 … 27 Jan 2021 Partial Maladministration Kingston upon Thames Council (201916059) Case 201916059 · 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 …