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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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27 Feb 2025 Partial Maladministration Notting Hill Genesis (202306812) Case 202306812 · Estate Management This complaint is about the landlord’s handling of: Repairs to the entry gates and intercom for the estate. The estate … 27 Feb 2025 Partial Maladministration Orbit Group Limited (202304546) Case 202304546 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s request for reasonable adjustments. We have also investigated the landlord’s … 27 Feb 2025 Partial Maladministration Southwark Council (202401391) Case 202401391 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of damp and mould. 27 Feb 2025 Partial Maladministration Sovereign Network Group (202302422) Case 202302422 · Old Complaints Handling categories The complaint is about the landlord’s: Handling of the resident’s reports of loss of heating and hot water. Complaint handling. 27 Feb 2025 Partial Maladministration Wandle Housing Association Limited (202405860) Case 202405860 · Financial The complaint is about the landlord’s: oversight of communal repairs. response to the resident’s concerns about communal cleaning. scrutiny of … 27 Feb 2025 Partial Maladministration West Northamptonshire Council (202213917) Case 202213917 · Financial The complaint is about: A claim decision for damages caused by a flood. The level of support the landlord gave … 26 Feb 2025 Partial Maladministration Amplius Living (202322334) Case 202322334 · Old Property Condition categories The complaint is about the landlord’s handling of: The resident’s reports of multiple repairs in the property. The resident’s report … 26 Feb 2025 Partial Maladministration Citizen Housing (202314171) Case 202314171 · Old Complaints Handling categories The complaint concerns the landlord’s: Handling of the resident’s reports of repairs. Handling of cancelled appointments and delays. Complaints handling. 26 Feb 2025 Partial Maladministration Lambeth Council (202311160) Case 202311160 · Old Complaints Handling categories The complaint is about the landlord’s handling of: A leak from the property above in December 2022 and water damage, … 26 Feb 2025 Partial Maladministration Leeds City Council (202319704) Case 202319704 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s concerns about: his housing banding. the events surrounding the viewing … 26 Feb 2025 Partial Maladministration London Borough of Wandsworth (202411146) Case 202411146 · Estate Management The complaint is about: The time taken for the landlord to install a positive input ventilation (PIV) at the property. … 26 Feb 2025 Partial Maladministration London & Quadrant Housing Trust (202409857) Case 202409857 · Financial The resident’s complaint is about the landlord’s handling of: A leak in the property. Associated repairs following the leak. Damp … 26 Feb 2025 Partial Maladministration Notting Hill Genesis (NHG) (202218255) Case 202218255 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs within the resident’s property, including damp and mould. The resident’s complaint. 26 Feb 2025 Partial Maladministration Peabody Trust (202320114) Case 202320114 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s: concerns about the proposed dates for cyclical works . complaint. 26 Feb 2025 Partial Maladministration Southern Housing (202231795) Case 202231795 · Old Complaints Handling categories This complaint is about the landlord’s handling of: Repairs to the resident’s staircase. The associated complaint. 26 Feb 2025 Partial Maladministration The Riverside Group Limited (202318297) Case 202318297 · Information and data management The complaint is about the landlord’s handling of: The resident’s request about a named operative attending his property. A ‘warning … 26 Feb 2025 Partial Maladministration Wandle Housing Association Limited (202347808) Case 202347808 · Old Complaints Handling categories The complaint is about the landlord’s handling of: cyclical repairs to the resident’s bathroom. repairs to the fence. the resident’s … 26 Feb 2025 Partial Maladministration Yorkshire Housing Limited (202229983) Case 202229983 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s: Reports of defects and an incident with the resident’s partner … 25 Feb 2025 Partial Maladministration Accent Housing Limited (202318044) Case 202318044 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Handling of electric repairs in the resident’s home. Handling of the associated complaint. 25 Feb 2025 Partial Maladministration Anchor Hanover Group (202318755) Case 202318755 · Estate Management The resident’s complaint is about the landlord’s: Licensing of parking bays. Response to his concerns about alterations to the layout … 25 Feb 2025 Partial Maladministration Birmingham City Council (202304897) Case 202304897 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Report of a mice infestation in the block. Associated formal … 25 Feb 2025 Partial Maladministration Bolton at Home Limited (202230739) Case 202230739 · Financial The complaint is about the landlord’s handling of: The resident’s request for a reimbursement of costs to replace fencing. The … 25 Feb 2025 Partial Maladministration Central Bedfordshire Council (202318358) Case 202318358 · Health and Safety (inc. building safety) The landlord’s responses to the resident’s complaints about: His heating and hot water. Work to the boiler and a gas … 25 Feb 2025 Partial Maladministration Clarion Housing Association Limited (202306996) Case 202306996 · Financial The complaint is about: The landlord’s handling of the resident’s requests for information about the service charge. The landlord’s response … 25 Feb 2025 Partial Maladministration Clarion Housing Association Limited (202401797) Case 202401797 · Old Complaints Handling categories The complaint concerns the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the … 25 Feb 2025 Partial Maladministration Cross Keys Homes Limited (202205537) Case 202205537 · ASB/Abuse/Nuisance The resident’s complaint is about the landlord’s handling of: rent antisocial behaviour (ASB) and noise nuisance the radiator a heat/carbon … 25 Feb 2025 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202318063) Case 202318063 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of: Snagging issues at the property. Information given to the resident about the … 25 Feb 2025 Partial Maladministration Nottingham Community Housing Association Limited (202321189) Case 202321189 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and noise. Request for a … 25 Feb 2025 Partial Maladministration Notting Hill Genesis (NHG) (202313540) Case 202313540 · Financial The complaint is about the landlord's handing of: the resident's request for compensation, following a flood. the associated complaint. 25 Feb 2025 Partial Maladministration Onward Homes Limited (202308587) Case 202308587 · Estate Management The resident’s complaint is about the landlord’s handling of her reports: It had failed to carry out grounds maintenance. Of … 25 Feb 2025 Partial Maladministration Peabody Trust (202201272) Case 202201272 · Financial This complaint is about the landlord’s response to the resident’s: Concerns about the security at their block. Request for the … 25 Feb 2025 Partial Maladministration Peabody Trust (202213984) Case 202213984 · Old Complaints Handling categories The complaint is about the landlord’s handling of the leaseholder’s report of a leak. The Ombudsman has also considered the … 25 Feb 2025 Partial Maladministration Salix Homes Limited (202301576) Case 202301576 · Estate Management The complaint is about: Increases in rent and service charges from 2021 onwards. The landlord's response to the resident’s reports … 25 Feb 2025 Partial Maladministration Somerset Council (202313492) Case 202313492 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: scheduling the resident's gas safety check appointments. the resident's vulnerabilities while dealing … 25 Feb 2025 Partial Maladministration Southern Housing (202216747) Case 202216747 · Estate Management The complaint is about: The level of increase in rent and service charges. The landlord’s handling of the resident’s report … 25 Feb 2025 Partial Maladministration Southward Housing Co-operative Limited (202215781) Case 202215781 · Financial The complaint is about the landlord’s handling of the resident’s requests for reimbursement for the communal lighting and smoke alarm. … 25 Feb 2025 Partial Maladministration The Guinness Partnership Limited (202320307) Case 202320307 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the: Resident’s concerns about the neighbour’s closed circuit television (CCTV). Resident’s reports … 24 Feb 2025 Partial Maladministration Clarion Housing Association Limited (202314967) Case 202314967 · Financial The complaint is about: The landlord's handling of the resident's concerns about the condition of the property when let. The … 24 Feb 2025 Partial Maladministration Heylo Housing Registered Provider Limited (202228117) Case 202228117 · For profit The complaint is about the landlord’s handling of the resident’s: Reports that construction on the estate was disturbing him and … 24 Feb 2025 Partial Maladministration Karbon Homes Limited (202313549) Case 202313549 · Managing Relations The complaint is about the landlord’s: Decision to take legal proceedings to gain possession of the resident’s home. Handling of … 24 Feb 2025 Partial Maladministration LiveWest Homes Limited (202412672) Case 202412672 · Old Moving to a Property categories The complaint is about the landlord’s response to: The resident’s request to be moved from the property. The resident’s reports … 24 Feb 2025 Partial Maladministration London Borough of Lewisham (202321029) Case 202321029 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s: Reports of a burst stack pipe. Request for reimbursement for … 24 Feb 2025 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202316191) Case 202316191 · Managing Relations The complaint is about the landlord’s response to the resident’s concerns about staff behaviour. The landlord’s complaint handling is also … 24 Feb 2025 Partial Maladministration Poplar Housing And Regeneration Community Association Limited (202331524) Case 202331524 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Reports about communal lighting. Reports of leaks, damp and mould, … 24 Feb 2025 Partial Maladministration Poplar Housing And Regeneration Community Association Limited (202341674) Case 202341674 · Old Complaints Handling categories The complaint is about the landlord’s handling of: A loss of heating and hot water. Lift repairs. The resident’s concerns … 24 Feb 2025 Partial Maladministration Sovereign Network Group (202340976) Case 202340976 · Financial The complaint is about the landlord’s: Handling of a payment from an insurance claim in 2023. Response to repair issues … 24 Feb 2025 Partial Maladministration Stonewater Limited (202310119) Case 202310119 · Financial The complaint is about the landlord’s handling of service charge queries. The Ombudsman has also considered the landlord’s complaint handling. 21 Feb 2025 Partial Maladministration Brighter Places (202406094) Case 202406094 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s … 21 Feb 2025 Partial Maladministration Islington Council (202336503) Case 202336503 · Old Property Condition categories The complaint is about the landlord’s handling of: Repairs to the building which caused water ingress to the resident’s property … 21 Feb 2025 Partial Maladministration Poplar Housing And Regeneration Community Association Limited (202307090) Case 202307090 · Financial The complaint is about the landlord’s communication on rent increases and rent arrears. The Ombudsman is also investigating the landlord’s …