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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

Stacked by outcome

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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Outcome: Partial_Maladministration ×

Showing 5,351 of 16,595 decisions

Decisions

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18 Mar 2025 Partial Maladministration Paradigm Housing Group Limited (202317285) Case 202317285 · Financial The complaint is about the landlord’s handling of: Repairs to the communal gate. Service charges. 18 Mar 2025 Partial Maladministration The Guinness Partnership Limited (202313877) Case 202313877 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of: The sale of the resident’s property. The associated complaint. 18 Mar 2025 Partial Maladministration Vivid Housing Limited (202315915) Case 202315915 · Old Complaints Handling categories The complaint is about the landlord’s communication around its repair responsibilities. The Ombudsman has also considered the landlord’s complaint handling. 17 Mar 2025 Partial Maladministration Acis Group Limited (202319275) Case 202319275 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of a rodent infestation. The resident’s dissatisfaction with a … 17 Mar 2025 Partial Maladministration Arun District Council (202330314) Case 202330314 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould, and associated repairs within … 17 Mar 2025 Partial Maladministration East Midlands Housing Group Limited (202318591) Case 202318591 · Estate Management The complaint is about the landlord’s handling of the resident’s reports about: Repairs to radiators in the bathroom, bedroom, associated … 17 Mar 2025 Partial Maladministration London & Quadrant Housing Trust (202322512) Case 202322512 · Old Complaints Handling categories This complaint is about the landlord’s handling of : The resident’s reports about communal electric repairs. The associated complaint. 17 Mar 2025 Partial Maladministration Notting Hill Genesis (202336648) Case 202336648 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB). complaint. 17 Mar 2025 Partial Maladministration Red Kite Community Housing Limited (202314847) Case 202314847 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Leaks to the resident’s property. Subsequent repair works. The associated complaint. 17 Mar 2025 Partial Maladministration Sandwell Metropolitan Borough Council (202319161) Case 202319161 · Estate Management The complaint is about the landlord’s handling of the resident’s concerns about: 17 Mar 2025 Partial Maladministration South Derbyshire District Council (202413684) Case 202413684 · Estate Management The complaint is about the landlord’s handling of: A dispute over the location of the resident’s parked car. The resident’s … 17 Mar 2025 Partial Maladministration The Guinness Partnership Limited (202218624) Case 202218624 · Information and data management The complaint is about the landlord’s: Decision to issue the resident with a letter concerning her conduct towards a member … 17 Mar 2025 Partial Maladministration The Guinness Partnership Limited (202319243) Case 202319243 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s: Reports of safety issues in the kitchen. Associated complaint. 17 Mar 2025 Partial Maladministration Wandle Housing Association Limited (202406206) Case 202406206 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: application to be on the council’s waiting list. complaint made … 14 Mar 2025 Partial Maladministration GreenSquareAccord Limited (202317936) Case 202317936 · Estate Management The complaint is about the landlord’s handling of: The resident's reports about the standard and frequency of grounds maintenance in … 14 Mar 2025 Partial Maladministration London Borough of Hounslow (202322192) Case 202322192 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Reports of a loss of hot water. The resident’s complaint. 14 Mar 2025 Partial Maladministration Notting Hill Genesis (202304483) Case 202304483 · Financial The complaint is about the landlord’s handling of the resident’s concerns about: Errors in the billing of service charges. The … 14 Mar 2025 Partial Maladministration Southern Housing (202324807) Case 202324807 · Estate Management The complaint is about the landlord’s: Handling of concerns about grounds maintenance. Handling of concerns about parking. Handling of reports … 13 Mar 2025 Partial Maladministration Hyde Housing Association Limited (202330308) Case 202330308 · Old Property Condition categories This complaint is about the landlord’s handling of: The resident’s reports of high energy usage following the installation of a … 13 Mar 2025 Partial Maladministration London Borough of Islington (202338740) Case 202338740 · Local Authority / ALMO or TMO This complaint is about the landlord’s handling of: the resident’s concerns about insurance claims. the resident’s concerns about a service … 13 Mar 2025 Partial Maladministration London & Quadrant Housing Trust (202310740) Case 202310740 · Old Complaints Handling categories The complaint is about the landlord’s handling of reports about: the central heating system; leaks and associated repairs; the external … 13 Mar 2025 Partial Maladministration Peabody Trust (202311449) Case 202311449 · Financial The complaint is about the landlord’s: Response to the resident’s reports of a burglary at the property. Complaint handling. 13 Mar 2025 Partial Maladministration Sanctuary Housing Association (202412636) Case 202412636 · Managing Relations The complaint is about the landlord’s handling of: Repairs to a leak. The associated complaint. 13 Mar 2025 Partial Maladministration Women’s Pioneer Housing Limited (202305090) Case 202305090 · Old Complaints Handling categories The complaint is about: The landlord’s handling of the resident’s reports of problems with the heating system and thermostat. The … 12 Mar 2025 Partial Maladministration Clarion Housing Association Limited (202216394) Case 202216394 · Information and data management The complaint is about the landlord’s response to the resident’s: Report of a leak. Request: That it buy back his … 12 Mar 2025 Partial Maladministration Newlon Housing Trust (202303556) Case 202303556 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s: Concerns about the safety and security of the communal bin … 12 Mar 2025 Partial Maladministration Places for People Group Limited (202220704) Case 202220704 · Estate Management This complaint is about the landlord’s response to: The resident's reports of repairs to their bathroom. The resident’s concerns that … 12 Mar 2025 Partial Maladministration Stonewater Limited (202413590) Case 202413590 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of: Faults with the storage heaters and the time … 12 Mar 2025 Partial Maladministration The Guinness Partnership Limited (202341163) Case 202341163 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s: Reports of an electrical house fire. Associated complaint. 12 Mar 2025 Partial Maladministration Vivid Housing Limited (202310709) Case 202310709 · Old Complaints Handling categories The complaint is about: The landlord’s handling of the resident's request to move. The landlord's handling of the resident's complaint. 11 Mar 2025 Partial Maladministration Hexagon Housing Association Limited (202230605) Case 202230605 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of: Leaks, damp and mould in her home, together … 11 Mar 2025 Partial Maladministration Lambeth Council (202322062) Case 202322062 · Financial The complaint is about the landlord’s handling of: Blocked drains and pipes, which caused multiple back surges of sewage into … 11 Mar 2025 Partial Maladministration Moat Homes Limited (202222369) Case 202222369 · Old Complaints Handling categories The complaint is about the landlord’s response to: The resident’s concerns about her boiler. The associated complaint. 11 Mar 2025 Partial Maladministration Orbit Group Limited (202339756) Case 202339756 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and concerns of domestic abuse. … 11 Mar 2025 Partial Maladministration Peabody Trust (202233466) Case 202233466 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s request to repair a gate to the communal bin area. … 11 Mar 2025 Partial Maladministration Peabody Trust (202329607) Case 202329607 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s request to resolve an issue with the external communal lights. … 11 Mar 2025 Partial Maladministration Southern Housing (202311125) Case 202311125 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s: Reports of communal repairs. Concerns regarding communal cleaning. Concerns relating … 10 Mar 2025 Partial Maladministration Clarion Housing Association Limited (202316614) Case 202316614 · Information and data management The complaint is about the landlord’s handling of records relating to the resident. The Ombudsman has also considered the landlord’s … 10 Mar 2025 Partial Maladministration Connexus Homes Limited (202316468) Case 202316468 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The replacement of the heating system and the resident’s reports of damp … 10 Mar 2025 Partial Maladministration Hammersmith and Fulham Council (202309170) Case 202309170 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s reports of outstanding repairs to a bin shed lock. The … 10 Mar 2025 Partial Maladministration Hyde Housing Association Limited (202417447) Case 202417447 · Old Estate Management categories The complaint is about the landlord’s handling of: An emergency repair to the resident’s bathroom light. The resident’s reports of … 10 Mar 2025 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202311021) Case 202311021 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of: Noise nuisance and anti-social behaviour (ASB). Staff misconduct. … 10 Mar 2025 Partial Maladministration Sanctuary Housing Association (202346145) Case 202346145 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and communication from the Housing … 10 Mar 2025 Partial Maladministration Sanctuary Housing Association (202412654) Case 202412654 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Concerns about damp and mould within the property. Request to … 10 Mar 2025 Partial Maladministration Sandwell Metropolitan Borough Council (202308659) Case 202308659 · Old Complaints Handling categories The complaint is about the landlord’s handling of: the resident’s reports of a lift breakdown. the resident’s request for emergency … 7 Mar 2025 Partial Maladministration Hyde Housing Association Limited (202229500) Case 202229500 · Old Complaints Handling categories The complaint is about the landlords: Handling of the resident’s reports of repairs at the property. Complaint handling. 7 Mar 2025 Partial Maladministration Poplar Housing And Regeneration Community Association Limited (202323378) Case 202323378 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The repair required to the resident’s boiler and the resident’s reported increase … 7 Mar 2025 Partial Maladministration Redwing Living Limited (202319794) Case 202319794 · Old Complaints Handling categories REPORT COMPLAINT 202319794 Regenda Limited 7 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 6 Mar 2025 Partial Maladministration Newlon Housing Trust (202219557) Case 202219557 · Old Complaints Handling categories The complaint is about the landlord’s handling of: 6 Mar 2025 Partial Maladministration Notting Hill Genesis (NHG) (202310838) Case 202310838 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from the neighbour above. Concerns …