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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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20 Dec 2024 Partial Maladministration Southwark Council (202405416) Case 202405416 · Local Authority / ALMO or TMO The complaint is about: the impact of black mould on the resident’s health. the landlord’s handling of: reports of leaks, … 20 Dec 2024 Partial Maladministration Sovereign Network Group (202233938) Case 202233938 · Financial The complaint is about: The landlord’s handling of the resident’s reports of damaged flooring following a leak. The landlord’s handling … 20 Dec 2024 Partial Maladministration The Guinness Partnership Limited (202300585) Case 202300585 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s reports of water ingress in the bedroom. The associated complaint. 20 Dec 2024 Partial Maladministration The Guinness Partnership Limited (202303154) Case 202303154 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of: A missed appointment on 3 October 2022. Contractors … 20 Dec 2024 Partial Maladministration Waltham Forest Council (202410515) Case 202410515 · Financial The complaint is about the landlord’s: proposal to carry out works outlined in a section 20 notice. handling of leaks … 20 Dec 2024 Partial Maladministration Woking Borough Council (202311042) Case 202311042 · Old Complaints Handling categories The complaint is about: The landlord’s handling of the resident’s reports of leaks causing damp, mould and damage to possessions. … 19 Dec 2024 Partial Maladministration Birmingham City Council (202344413) Case 202344413 · Old Complaints Handling categories REPORT COMPLAINT 202344413 Birmingham City Council 19 December 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 19 Dec 2024 Partial Maladministration Camden Council (202343710) Case 202343710 · Estate Management The complaint is about the landlord’s handling of: The resident’s reports of no heating and hot water related to the … 19 Dec 2024 Partial Maladministration East Midlands Housing Group Limited (202341469) Case 202341469 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of the resident’s reports of damp and mould and her request for compensation. … 19 Dec 2024 Partial Maladministration London & Quadrant Housing Trust (202310204) Case 202310204 · Estate Management The complaint is about the landlord’s: Handling of the resident’s concerns about parking issues. Response to the resident’s concerns about … 19 Dec 2024 Partial Maladministration One Manchester Limited (202225060) Case 202225060 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered … 19 Dec 2024 Partial Maladministration Peabody Trust (202308856) Case 202308856 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: 19 Dec 2024 Partial Maladministration Richmond Housing Partnership Limited (202311002) Case 202311002 · Managing Relations The complaint is about the landlord’s handling of: Reports of a leak and the associated repairs to the kitchen. The … 19 Dec 2024 Partial Maladministration Sanctuary Housing Association (202342780) Case 202342780 · Information and data management The complaint is about the landlord’s handling of the resident’s: Personal data and subject access request (SAR). Reports of a … 19 Dec 2024 Partial Maladministration Southern Housing (202300900) Case 202300900 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Concerns about a broken toilet. Reports of a blocked waste … 19 Dec 2024 Partial Maladministration Southern Housing (202410058) Case 202410058 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Subject access request (SAR). Reports of antisocial behaviour (ASB) and … 19 Dec 2024 Partial Maladministration Trident Housing Association Limited (202208978) Case 202208978 · Old Complaints Handling categories The complaint is about the landlord’s handling of: the resident’s concerns that it had allocated her an unsuitable property. the … 18 Dec 2024 Partial Maladministration Hyde Housing Association Limited (202300279) Case 202300279 · Old Complaints Handling categories The complaint is about the landlord’s handling of repairs to the resident’s property. The Ombudsman has also considered the landlord’s … 18 Dec 2024 Partial Maladministration Lambeth Council (202319721) Case 202319721 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s: Requests for aids and adaptations in the property. Reports of … 18 Dec 2024 Partial Maladministration London Borough of Camden Council (202227296) Case 202227296 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of reports of the slow flow of hot water. The complaint is also … 18 Dec 2024 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202316123) Case 202316123 · Financial The complaint is about: The landlord’s handling of a service charge dispute. The landlord’s handling of the resident’s complaint. 18 Dec 2024 Partial Maladministration Notting Hill Genesis (NHG) (202336636) Case 202336636 · Information and data management The complaint is about the landlord’s: handling of the resident’s reports of: lift breakdowns. the smell and the overflow of … 18 Dec 2024 Partial Maladministration Richmond Housing Partnership Limited (202319491) Case 202319491 · Estate Management The complaint was about the landlord’s response to resident’s concerns about grass and debris blowing onto the resident’s property following … 18 Dec 2024 Partial Maladministration Westminster Community Homes Limited (202226266) Case 202226266 · Managing Relations The complaint is about the landlord’s handling of a leak at the property. The Ombudsman has also taken the decision … 17 Dec 2024 Partial Maladministration Gravesend Churches Housing Association Limited (202224957) Case 202224957 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs to the communal stairwell. Repairs to the water supply pipes. The … 17 Dec 2024 Partial Maladministration Jigsaw Homes Group Limited (202014614) Case 202014614 · ASB/Abuse/Nuisance REPORT COMPLAINT 202014614 Jigsaw Homes Group Limited 17 December 2024 Our approach The Housing Ombudsman’s approach to investigating and determining … 17 Dec 2024 Partial Maladministration Magna Housing Limited (202323728) Case 202323728 · Managing Relations The complaint is about the landlord’s: Handling of reports of a leak and remedial works required. Response to health and … 17 Dec 2024 Partial Maladministration Paradigm Housing Group Limited (202311664) Case 202311664 · Managing Relations The complaint is about the landlord’s handling of: The termination of the resident’s licence agreement. The resident’s report of the … 17 Dec 2024 Partial Maladministration Southern Housing (202232960) Case 202232960 · Estate Management The complaint is about the landlord’s handling of: damage to the resident’s window and balcony following cyclical works in 2020. … 17 Dec 2024 Partial Maladministration Waltham Forest Council (202337536) Case 202337536 · Financial The complaint is about the landlord’s handling of: A problem with the resident’s kitchen sink. The resident’s reports of dissatisfaction … 16 Dec 2024 Partial Maladministration Gentoo Group Limited (202231509) Case 202231509 · Old Complaints Handling categories This complaint is about the landlord’s handling of: The resident’s request for it to complete a pathway repair. The associated … 16 Dec 2024 Partial Maladministration GreenSquareAccord Limited (202400949) Case 202400949 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of overcrowding. The resident’s reports of damp and mould. … 16 Dec 2024 Partial Maladministration Haringey London Borough Council (202330177) Case 202330177 · Managing Relations The complaint is about the landlord’s handling of: The repairs at the property. The associated complaint. 16 Dec 2024 Partial Maladministration Lambeth Council (202303553) Case 202303553 · Old Complaints Handling categories The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the property. Handling of … 16 Dec 2024 Partial Maladministration Newlon Housing Trust (202231817) Case 202231817 · Financial The complaint is about the landlord’s: Handling of repairs to the door entry system. Response to the resident’s request for … 16 Dec 2024 Partial Maladministration Nottingham Community Housing Association Limited (202313300) Case 202313300 · Estate Management The complaint is about the landlord’s response to the resident’s concerns about: The maintenance of communal areas. Service charges for … 16 Dec 2024 Partial Maladministration Orbit Housing Association Limited (202234807) Case 202234807 · Managing Relations The complaint is about the landlord’s response to the resident’s reports about: Anti-social behaviour (ASB). Staff conduct. 16 Dec 2024 Partial Maladministration Places for People Group Limited (202343788) Case 202343788 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the resident’s property. The resident’s request for a management transfer. … 16 Dec 2024 Partial Maladministration Together Housing Association Limited (202308783) Case 202308783 · Estate Management The complaint is about the landlord’s handling of reports of issues with 2 trees in the resident’s front garden. This … 16 Dec 2024 Partial Maladministration Waltham Forest Council (202322814) Case 202322814 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: the resident’s reports of antisocial behaviour (ASB), including her request for a … 13 Dec 2024 Partial Maladministration Islington Council (202221202) Case 202221202 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of: antisocial behaviour (ASB); issues with the intercom system, … 13 Dec 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202343786) Case 202343786 · Financial The complaint is about the landlord’s: Handling of the repairs to the property. Handling of damp and mould and subsequent … 13 Dec 2024 Partial Maladministration North West Leicestershire District Council (202416498) Case 202416498 · Managing Relations The resident’s complaint is about: The condition of the property when let to her and the landlord’s handling of the … 13 Dec 2024 Partial Maladministration Sanctuary Housing Association (202306913) Case 202306913 · Managing Relations The complaint is about the landlord’s: Response to the resident’s concerns about scaffolding. Handling of kitchen replacement works. The Ombudsman … 13 Dec 2024 Partial Maladministration Southwark Council (202302203) Case 202302203 · Managing Relations The complaint is about the landlord’s handling of: Boiler repairs and replacement. Stack pipe repairs. The Ombudsman has also investigated … 12 Dec 2024 Partial Maladministration Clarion Housing Association Limited (202311909) Case 202311909 · Estate Management The complaint is about: The landlord’s communication about car parking provision. The landlord’s handling of boiler repairs. The Ombudsman has … 12 Dec 2024 Partial Maladministration Southwark Council (202322410) Case 202322410 · Managing Relations The complaint is about the landlord’s handling of the resident’s dissatisfaction about its proposal to install a condensing boiler. The … 12 Dec 2024 Partial Maladministration West Kent Housing Association (202226103) Case 202226103 · Financial The complaint is about the landlord’s response to the resident’s: Concerns about the electric debt left on the meter at … 11 Dec 2024 Partial Maladministration Great Places Housing Association (202232324) Case 202232324 · Financial The complaint is about the landlord’s handling of the resident’s concerns that service charges were incorrectly applied to her account. … 11 Dec 2024 Partial Maladministration Hastoe Housing Association Limited (202336879) Case 202336879 · Estate Management REPORT COMPLAINT 202336879 Hastoe Housing Association Limited 11 December 2024 Our approach The Housing Ombudsman’s approach to investigating and determining …