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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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Showing 5,351 of 16,595 decisions

Decisions

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4 Feb 2025 Partial Maladministration MHS Homes Ltd (202322695) Case 202322695 · Old Moving to a Property categories The complaint is about the landlord’s response to the resident’s: Reports of a mouse infestation in the property. Request for … 4 Feb 2025 Partial Maladministration Places for People Group Limited (202300366) Case 202300366 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs to a leaking roof window, a roof or guttering leak, and … 3 Feb 2025 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202223130) Case 202223130 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s: Reports of defects in her new home. Complaint. 31 Jan 2025 Partial Maladministration Accent Housing Limited (202309515) Case 202309515 · Financial The complaint is about: the increase in rent and service charges. the landlord’s communication and information regarding service charges. 31 Jan 2025 Partial Maladministration Birmingham City Council (202348410) Case 202348410 · Moving/Buying/Selling Home REPORT COMPLAINT 202348410 Birmingham City Council 31 January 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 31 Jan 2025 Partial Maladministration Bury Metropolitan Borough Council (202315189) Case 202315189 · Old Complaints Handling categories The complaint is about: The landlord’s decision to withdraw and reject the resident’s Right to Buy (RTB) application on the … 31 Jan 2025 Partial Maladministration Camden Council (202305095) Case 202305095 · Information and data management The complaint is about the landlord’s handling of the resident’s: Request to transfer to another property. Request for a surveyor’s … 31 Jan 2025 Partial Maladministration Camden Council (202310075) Case 202310075 · Financial The complaint is about the landlord’s handling of: the resident’s queries about service charges for fire risk assessment works. the … 31 Jan 2025 Partial Maladministration Canterbury City Council (202109390) Case 202109390 · Information and data management The complaint is about the resident's concerns about: 31 Jan 2025 Partial Maladministration Clarion Housing Association Limited (202320638) Case 202320638 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: repairs in the kitchen, living room and bathroom. roof repairs and associated … 31 Jan 2025 Partial Maladministration Hastoe Housing Association Limited (202405105) Case 202405105 · Estate Management The complaint is about: 31 Jan 2025 Partial Maladministration Lambeth Council (202409760) Case 202409760 · Information and data management The complaint is about the landlord’s: handling of the resident’s reports of outstanding repairs recommended by pest control; record keeping; … 31 Jan 2025 Partial Maladministration London Borough of Hammersmith and Fulham (202341738) Case 202341738 · Local Authority / ALMO or TMO The complaint is about: The landlord’s response to the resident’s reports that his windows needed replacing. The time taken by … 31 Jan 2025 Partial Maladministration London & Quadrant Housing Trust (202406859) Case 202406859 · Old Complaints Handling categories The complaint is about the landlord's response to the leaseholder's: Reports of water ingress from the roof. Complaint. 31 Jan 2025 Partial Maladministration Notting Hill Genesis (202316451) Case 202316451 · Financial REPORT COMPLAINT 202316451 Notting Hill Genesis (NHG) 31 January 2025 Our approach The Housing Ombudsman’s approach to investigating and determining … 31 Jan 2025 Partial Maladministration Notting Hill Genesis (NHG) (202200827) Case 202200827 · Financial The complaint is about the landlord’s handling of: The level of service charge. The resident’s concerns about a breach of … 31 Jan 2025 Partial Maladministration Orbit Group Limited (202222184) Case 202222184 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of: Noise and antisocial behaviour (ASB). ASB affecting other … 31 Jan 2025 Partial Maladministration Orbit Group Limited (202310217) Case 202310217 · Old Complaints Handling categories The complaint is about: The landlord’s handling of the resident’s request for compensation following damage to her electric bike. The … 31 Jan 2025 Partial Maladministration Paragon Asra Housing Limited (202347781) Case 202347781 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs to the resident’s bathroom. Repairs to the resident’s living room ceiling. … 31 Jan 2025 Partial Maladministration Paragon Asra Housing Limited (202439058) Case 202439058 · Estate Management This complaint is about the landlord's handling of the resident’s: Requests to be rehoused. Reports of outstanding repairs in the … 31 Jan 2025 Partial Maladministration Richmond Housing Partnership Limited (202336264) Case 202336264 · Moving/Buying/Selling Home The resident’s complaint is about: The landlord's response to the resident's reports about cracks in the walls of her property. … 31 Jan 2025 Partial Maladministration Sanctuary Housing Association (202327487) Case 202327487 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered … 31 Jan 2025 Partial Maladministration Southern Housing (202307419) Case 202307419 · Information and data management The complaint is about: 31 Jan 2025 Partial Maladministration Southern Housing (202326160) Case 202326160 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of issues with the heating and hot water. Reports … 31 Jan 2025 Partial Maladministration Southern Housing (202409183) Case 202409183 · Managing Relations This complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Concerns about a neighbour subletting … 31 Jan 2025 Partial Maladministration Southwark Council (202118305) Case 202118305 · Local Authority / ALMO or TMO The complaint is about the landlord’s complaint handling. 31 Jan 2025 Partial Maladministration Southwark Council (202304414) Case 202304414 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s concerns about: The council’s allocations process. Inappropriate staff conduct. Noise … 31 Jan 2025 Partial Maladministration Sovereign Network Group (202222122) Case 202222122 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs to the drainage pump in the resident’s wet room. The associated … 31 Jan 2025 Partial Maladministration Sovereign Network Group (202407108) Case 202407108 · Old Complaints Handling categories The complaint is about: the impact of repair issues on the resident’s health. the landlord’s handling of: reports of concerns … 31 Jan 2025 Partial Maladministration The Guinness Partnership Limited (202220124) Case 202220124 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of: The sale of the resident’s shared ownership property. The associated complaint. 31 Jan 2025 Partial Maladministration Together Housing Association Limited (202300939) Case 202300939 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s complaint. 31 Jan 2025 Partial Maladministration Torus62 Limited (202406338) Case 202406338 · Moving/Buying/Selling Home This complaint is about the landlord’s: Handling of repairs to the level-access bathroom (wet room) in the resident’s property. Decision … 31 Jan 2025 Partial Maladministration Wandle Housing Association Limited (202216072) Case 202216072 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour and noise nuisance from her neighbour. … 31 Jan 2025 Partial Maladministration Wandle Housing Association Limited (202227340) Case 202227340 · Old Complaints Handling categories The complaint is about: the impact of the landlord’s handling of issues on the resident’s health. the landlord’s handling of … 31 Jan 2025 Partial Maladministration Wandle Housing Association Limited (202332295) Case 202332295 · Financial The complaint is about: The level of a service charge for fire-safety. The landlord’s responses to the resident’s queries about … 31 Jan 2025 Partial Maladministration Wandle Housing Association Limited (202409246) Case 202409246 · Health and Safety (inc. building safety) REPORT COMPLAINT 202409246 Wandle Housing Association Limited 13 January 2025 Our approach The Housing Ombudsman’s approach to investigating and determining … 31 Jan 2025 Partial Maladministration Westminster City Council (202316600) Case 202316600 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: Leaks to the resident’s property. Lack of lighting in the resident property. … 30 Jan 2025 Partial Maladministration Abri Group Limited (202304600) Case 202304600 · Old Complaints Handling categories The resident’s complaint is about the landlord’s response to his reports of roof leaks. The Ombudsman has also considered the … 30 Jan 2025 Partial Maladministration City of Westminster Council (202339729) Case 202339729 · Local Authority / ALMO or TMO The resident’s complaint is about the landlord’s management of works to address blockages in the communal drains. The Ombudsman has … 30 Jan 2025 Partial Maladministration Clarion Housing Association Limited (202232285) Case 202232285 · Managing Relations The complaint is about the landlord’s handling of the resident’s: reports of damp and mould. reports of responsive window, immersion … 30 Jan 2025 Partial Maladministration Clarion Housing Association Limited (202302201) Case 202302201 · Estate Management The complaint is about the landlord’s response to the resident’s request that it remove fallen trees from the communal gardens … 30 Jan 2025 Partial Maladministration Clarion Housing Association Limited (202302952) Case 202302952 · Managing Relations The complaint is about the landlord’s handling of: Reports of unauthorised alterations to the property. The resident’s concerns about staff … 30 Jan 2025 Partial Maladministration Clarion Housing Association Limited (202314308) Case 202314308 · Occupancy Rights The complaint is about the landlord’s: Response to the resident’s request to alter her tenancy. Response to the resident’s request … 30 Jan 2025 Partial Maladministration Clarion Housing Association Limited (202339714) Case 202339714 · Moving/Buying/Selling Home The complaint is about the landlord's handling of: The mutual exchange. Reports of repairs. Reports of damp and mould. The … 30 Jan 2025 Partial Maladministration Freebridge Community Housing Limited (202302955) Case 202302955 · Estate Management The complaint is about: the increase in the resident’s service charges. the landlord’s consultation before the increase in service charges. … 30 Jan 2025 Partial Maladministration Hyde Housing Association Limited (202348499) Case 202348499 · Old Property Condition categories The complaint is about the landlord’s response to the resident’s: Reports of a pest infestation. Reports of a roof leak … 30 Jan 2025 Partial Maladministration Jigsaw Homes Group Limited (202342720) Case 202342720 · Estate Management The complaint is about the landlord’s handling of the resident’s: Request for repairs to his flat. Request for repairs to … 30 Jan 2025 Partial Maladministration Lambeth Council (202316126) Case 202316126 · Old Complaints Handling categories The complaint is about: The landlord’s handling of the resident’s reports of having no hot water and gas supply. The … 30 Jan 2025 Partial Maladministration Lambeth Council (202405395) Case 202405395 · Estate Management The complaint is about: The landlord’s handling of the resident’s reports of Japanese Knotweed impacting her use of the garden. … 30 Jan 2025 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202341788) Case 202341788 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s: Reports of repairs to the roof. Request for reimbursement following …