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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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27 Jan 2021 Partial Maladministration Stonewater (2) Limited (201912877) Case 201912877 The complaint is about the landlord’s response to the resident’s: Concerns regarding service charge elements. Request for reimbursement following redecoration … 26 Jan 2021 Partial Maladministration Equity Housing Group Limited (201902020) Case 201902020 · 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 … 26 Jan 2021 Partial Maladministration Kingston upon Thames Council (201915380) Case 201915380 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Response to the resident’s reports of noise nuisance; Complaints handling. 22 Jan 2021 Partial Maladministration Teign Housing (201914975) Case 201914975 · 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 … 21 Jan 2021 Partial Maladministration London & Quadrant Housing Trust (201916043) Case 201916043 · Old Property Condition categories REPORT COMPLAINT 201916043 London & Quadrant H T 21 January 2020 Our approach The Housing Ombudsman’s approach to investigating and … 21 Jan 2021 Partial Maladministration Octavia Housing (202001154) Case 202001154 · Old Charges categories REPORT COMPLAINT 202001154 Octavia Housing 21 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 19 Jan 2021 Partial Maladministration Woking Borough Council (202000175) Case 202000175 · 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; … 18 Jan 2021 Partial Maladministration Haringey Council (201915284) Case 201915284 · 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 … 18 Jan 2021 Partial Maladministration LiveWest Homes Limited (202004014) Case 202004014 · Estate Management The complaint refers to: The Landlord’s handling of the Resident’s concerns about the management of the car park at her … 18 Jan 2021 Partial Maladministration Phoenix Community Housing Association (Bellingham and Downham) Limited (201908453) Case 201908453 · Leaseholder The complaint is about: The landlord’s response to the resident’s reports of damage caused to the property following a leak. … 18 Jan 2021 Partial Maladministration Southwark Council (201815464) Case 201815464 · 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 … 15 Jan 2021 Partial Maladministration London & Quadrant Housing Trust (201914099) Case 201914099 · 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 … 14 Jan 2021 Partial Maladministration Eastbourne Borough Council (202003830) Case 202003830 · Case Review The complaint refers to: The landlord’s handling of your transfer from your previous property. Information provided by the landlord at … 11 Jan 2021 Partial Maladministration Clarion Housing Association Limited (202000218) Case 202000218 · Old Complaints Handling categories The complaint is about the landlord’s: 8 Jan 2021 Partial Maladministration East End Homes Limited (202001075) Case 202001075 · 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 … 7 Jan 2021 Partial Maladministration Catalyst Housing Limited (202000443) Case 202000443 · Old Property Condition categories The complaint refers to: 7 Jan 2021 Partial Maladministration Places for People Group Limited (201902700) Case 201902700 · 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 … 6 Jan 2021 Partial Maladministration Hounslow Council (202001016) Case 202001016 · 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 … 2 Jan 2021 Partial Maladministration Hammersmith and Fulham Council (202002333) Case 202002333 · Local Authority / ALMO or TMO The complaint refers to: 2 Jan 2021 Partial Maladministration Welwyn Hatfield Borough Council (202003866) Case 202003866 · 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 … 24 Dec 2020 Partial Maladministration Hammersmith and Fulham Council (201914426) Case 201914426 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of: 24 Dec 2020 Partial Maladministration Network Homes Limited (201812288) Case 201812288 · Managing Relations The complaint is about: 23 Dec 2020 Partial Maladministration Camden Council (201912173) Case 201912173 · Managing Relations The Complaint is about the landlord’s response to residents’ reports about: 23 Dec 2020 Partial Maladministration Cornwall Housing Limited (201907060) Case 201907060 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports of repairs required in the bathroom at the property, … 23 Dec 2020 Partial Maladministration Home Group Limited (201915810) Case 201915810 · Estate Management The complaint is about the landlord’s response to the resident’s reports about: 23 Dec 2020 Partial Maladministration Hyde Housing Association Limited (201903897) Case 201903897 · Managing Relations The complaint is about: The landlord’s responses to the resident’s reports about delays in completing maintenance work at the property. … 23 Dec 2020 Partial Maladministration London & Quadrant Housing Trust (202001323) Case 202001323 · Old Charges categories The complaint is about: The landlord’s administration of the resident’s rent account The landlord’s complaint handling 23 Dec 2020 Partial Maladministration St Albans City and District Council (201913967) Case 201913967 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports about: leaks and remedial works banding noise transference complaints … 22 Dec 2020 Partial Maladministration Birmingham City Council (201909262) Case 201909262 · Managing Relations REPORT COMPLAINT 201909262 Birmingham City Council 22 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 22 Dec 2020 Partial Maladministration Hyde Housing Association Limited (201914239) Case 201914239 The complaint is about: The condition of the garden when the resident moved into the property. The landlord’s handling of … 22 Dec 2020 Partial Maladministration Orbit South Housing Association Limited (202005350) Case 202005350 · Managing Relations The complaint is about: The landlord’s responses to the resident’s request to install a gas supply and gas central heating … 21 Dec 2020 Partial Maladministration Notting Hill Home Ownership Limited (202002842) Case 202002842 · Health and Safety (inc. building safety) REPORT COMPLAINT 202002842 Notting Hill Home Ownership Limited 21 December 2020 Our approach The Housing Ombudsman’s approach to investigating and … 18 Dec 2020 Partial Maladministration Clarion Housing Association Limited (202003710) Case 202003710 · Financial The complaint is about: The landlord’s response to the resident’s daughter’s enquiries about service charges between 2012 and 2019; and … 18 Dec 2020 Partial Maladministration Nottingham City Homes (202000592) Case 202000592 · Local Authority / ALMO or TMO This complaint is about the landlord’s response to the resident’s reports about: Leaks at the property; Her insurance claim for … 17 Dec 2020 Partial Maladministration Bristol City Council (202000545) Case 202000545 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of a sub-standard kitchen replacement. 16 Dec 2020 Partial Maladministration Southwark Council (201906657) Case 201906657 The complaint is about: the state of disrepair of the kitchen window; the information the landlord provided to the resident … 15 Dec 2020 Partial Maladministration Anchor Hanover Group (201916021) Case 201916021 · Old Governance categories The resident complains that the landlord: did not inspect her property prior to her purchasing did not maintain and paint … 15 Dec 2020 Partial Maladministration Metropolitan Housing Trust Limited (201906814) Case 201906814 · Managing Relations The complaint is about: The condition of the property when the resident moved in; The landlord’s handling of the subsequent … 15 Dec 2020 Partial Maladministration Stonewater (5) Limited (201901180) Case 201901180 REPORT COMPLAINT 201901180 Stonewater (5) Limited 15 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 14 Dec 2020 Partial Maladministration A2Dominion Housing Group Limited (201807216) Case 201807216 · Old Property Condition categories The leaseholder has complained: That the landlord has not taken sufficient action in response to reports of antisocial behaviour. That … 14 Dec 2020 Partial Maladministration Hyde Housing Association Limited (201914260) Case 201914260 · Financial The complaint is about: the landlord’s response to the resident’s concerns about service charges in particular relating to block charges … 10 Dec 2020 Partial Maladministration Hyde Housing Association Limited (202003112) Case 202003112 · Information and data management The complaint is about: 9 Dec 2020 Partial Maladministration Croydon Council (202000081) Case 202000081 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Response to and handling of the resident’s reports of noise nuisance Complaint handling 9 Dec 2020 Partial Maladministration Hyde Housing Association Limited (202001615) Case 202001615 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: reports of pest infestation; requests for a replacement fence; requests … 9 Dec 2020 Partial Maladministration London & Quadrant H T (202003850) Case 202003850 · Managing Relations The complaint is about: Transparency of information provided by the landlord concerning the freehold of the building which the resident … 8 Dec 2020 Partial Maladministration Bolton at Home Limited (202000136) Case 202000136 · Old Health and Safety categories The resident has complained: That the landlord’s policy for gas safety checks does not comply with the rights of tenants. … 8 Dec 2020 Partial Maladministration Southwark Council (201913492) Case 201913492 · Managing Relations The complaints are about: landlord staff capping the gas meter at the property during a gas safety check. the landlord’s … 8 Dec 2020 Partial Maladministration Thirteen Housing Group Limited (201910486) Case 201910486 · Managing Relations The complaint is about the landlord’s handling of the resident’s application to move property; associated formal complaint. 3 Dec 2020 Partial Maladministration Southern Housing Group Limited (201915929) Case 201915929 · Old Complaints Handling categories The resident has complained about the landlord’s handling of: Repairs to his boiler His concerns about the location of a … 27 Nov 2020 Partial Maladministration North Tyneside Council (201916055) Case 201916055 · Local Authority / ALMO or TMO REPORT COMPLAINT 201916055 North Tyneside Council 27 November 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints …