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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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14 Nov 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202324352) Case 202324352 · Old Complaints Handling categories The complaint is about the landlord’s handling of: A leak from the roof into the resident’s property. The associated complaint. 14 Nov 2024 Partial Maladministration PHA Homes (202305666) Case 202305666 · ASB/Abuse/Nuisance The complaint is about: the impact of damp and mould on the resident’s health. the landlord’s handling of the resident’s: … 14 Nov 2024 Partial Maladministration The Guinness Partnership Limited (202226924) Case 202226924 · Old Complaints Handling categories The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of the … 13 Nov 2024 Partial Maladministration Arun District Council (202213713) Case 202213713 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) from the adjoining neighbour (neighbour … 13 Nov 2024 Partial Maladministration ForHousing Limited (202229855) Case 202229855 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of: Repairs needed in communal areas. A pest infestation … 13 Nov 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202342172) Case 202342172 · Old Complaints Handling categories The resident’s complaint is about: The landlord’s response to the resident’s reports of damp and mould throughout the property. The … 13 Nov 2024 Partial Maladministration Peabody Trust (202221669) Case 202221669 · Financial The complaint is about the landlord’s handling of the resident’s reports about: Damp and mould. Damaged and stolen items. The … 13 Nov 2024 Partial Maladministration The Riverside Group Limited (202319066) Case 202319066 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB). The Ombudsman has also investigated … 12 Nov 2024 Partial Maladministration Clarion Housing Association Limited (202334330) Case 202334330 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Request for her windows to be replaced. Request for it … 12 Nov 2024 Partial Maladministration Peabody Trust (202303736) Case 202303736 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of repair issues with the balcony doors and windows. … 12 Nov 2024 Partial Maladministration Sanctuary Housing Association (202302127) Case 202302127 · Managing Relations This complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the bathroom. The resident’s … 12 Nov 2024 Partial Maladministration The Guinness Partnership Limited (202234427) Case 202234427 · Financial The complaint is about the landlord’s: Administration of the resident’s service charge account. Response to the resident’s request for a … 11 Nov 2024 Partial Maladministration Havering Council (202335663) Case 202335663 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: Repairs to the communal areas. Reports of damp and mould in the … 11 Nov 2024 Partial Maladministration London Borough of Wandsworth (202324260) Case 202324260 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Handling of tap repairs and the resident’s request for compensation for these. Response to … 11 Nov 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202234353) Case 202234353 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s: Concerns about a carbon monoxide leak and a lack of … 7 Nov 2024 Partial Maladministration A2Dominion Housing Group Limited (202329430) Case 202329430 · Managing Relations The complaint is about the landlord’s: Response to temporary accommodation not having electricity when the resident moved in. Response to … 7 Nov 2024 Partial Maladministration Clarion Housing Association Limited (202212172) Case 202212172 · Managing Relations The complaint is about the landlord’s handling of repairs and a bathroom renewal. The Ombudsman has also considered the landlord’s … 7 Nov 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202321860) Case 202321860 · Managing Relations REPORT COMPLAINT 202321860 London & Quadrant Housing Trust (L&Q) 7 November 2024 Our approach The Housing Ombudsman’s approach to investigating … 7 Nov 2024 Partial Maladministration Notting Hill Genesis (NHG) (202228253) Case 202228253 · Old Complaints Handling categories The complaint is about the landlord’s handling of: reports about damage caused by the landlord’s installation of cabling. reports of … 7 Nov 2024 Partial Maladministration Peabody Trust (202329536) Case 202329536 · Managing Relations The complaint is about: The landlord’s handling of leaks. The landlord’s complaint handling. 7 Nov 2024 Partial Maladministration Wandsworth Council (202233941) Case 202233941 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of noise reports about the resident. Decision not to replace the resident’s front … 6 Nov 2024 Partial Maladministration Camden Council (202308451) Case 202308451 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould, cracks to the exterior and … 6 Nov 2024 Partial Maladministration Dover District Council (202313200) Case 202313200 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of reports of damp and mould at the property. Handling of reports of … 5 Nov 2024 Partial Maladministration Home Group Limited (202400122) Case 202400122 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports about a roof leak, its handling of associated repairs, … 5 Nov 2024 Partial Maladministration Hyde Housing Association Limited (202200445) Case 202200445 · Managing Relations The complaint is about the landlord’s handling of the resident’s request for repairs to mortar. The Ombudsman has also considered … 5 Nov 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202316601) Case 202316601 · Information and data management The complaint is about the landlord’s handling of the resident’s: Reports of a loss of hot water, and the associated … 4 Nov 2024 Partial Maladministration Broadacres Housing Association Limited (202324054) Case 202324054 · Managing Relations The complaint is about: The landlord’s handling of and communication about various repairs. Concerns relating to the conduct of staff. 1 Nov 2024 Partial Maladministration Clarion Housing Association Limited (202232021) Case 202232021 · Financial The complaint is about the landlord’s: Communication with the resident regarding an insurance claim. Handling of a request for information … 31 Oct 2024 Partial Maladministration Amplius Living (202311022) Case 202311022 · Old Complaints Handling categories The complaint concerns the landlord’s: Response to the resident’s report of damage caused to his front door after the police … 31 Oct 2024 Partial Maladministration Birmingham City Council (202304660) Case 202304660 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of issues with the central heating system. Reports of … 31 Oct 2024 Partial Maladministration Clarion Housing Association Limited (202320209) Case 202320209 · Managing Relations The complaint is about the landlord’s response to: the resident’s concerns about the property condition at the start of the … 31 Oct 2024 Partial Maladministration East Devon District Council (202336310) Case 202336310 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Reports of damp, mould and moisture. Repairs to the bathroom light. Its … 31 Oct 2024 Partial Maladministration Lambeth Council (202318322) Case 202318322 · Managing Relations The complaint is about the landlord’s handling of the resident’s: report of a rat infestation at the property. request for … 31 Oct 2024 Partial Maladministration Leicester City Council (202340167) Case 202340167 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s: concerns regarding its issuance of a Notice to Quit (NTQ), … 31 Oct 2024 Partial Maladministration London Borough of Hackney (202230472) Case 202230472 · Local Authority / ALMO or TMO The complaint is about: The landlord’s handling of the resident’s concerns about the remedial works completed and those still outstanding … 31 Oct 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202007901) Case 202007901 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s reports about: Leaks into the living room. Associated repairs to … 31 Oct 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202221271) Case 202221271 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). Repairs to external doors. The Ombudsman has … 31 Oct 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202323555) Case 202323555 · Information and data management The complaint is about the landlord’s: handling of the resident’s reports of a leak. response to the resident’s reports of … 31 Oct 2024 Partial Maladministration Luton Borough Council (202343510) Case 202343510 · Estate Management The complaint is about the landlord’s response to the resident’s reports of cleaning and maintenance issues in the communal areas … 31 Oct 2024 Partial Maladministration Notting Hill Genesis (NHG) (202334356) Case 202334356 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of: Repairs in the property including damp and mould. … 31 Oct 2024 Partial Maladministration Oxford City Council (202346472) Case 202346472 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: The residents reports of repairs during the defect period, including a leak … 31 Oct 2024 Partial Maladministration Sandwell Metropolitan Borough Council (202312994) Case 202312994 · Financial The complaint is about the landlord’s handling of: The resident’s personal information. The utility supplier when the resident’s tenancy started. … 31 Oct 2024 Partial Maladministration Soho Housing Association Limited (202309829) Case 202309829 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: Boiler repairs. Leaks and flooding within the property. Reports of carbon monoxide … 31 Oct 2024 Partial Maladministration The Guinness Partnership Limited (202344792) Case 202344792 · Managing Relations The complaint is about how the landlord has handled the resident’s management move. We have also considered how the landlord … 31 Oct 2024 Partial Maladministration The Riverside Group Limited (202319277) Case 202319277 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to: The resident’s requests for repairs to the rear garden. The resident’s reports … 31 Oct 2024 Partial Maladministration The Riverside Group Limited (202333075) Case 202333075 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB). The resident’s loss of hot … 31 Oct 2024 Partial Maladministration Wolverhampton City Council (202313433) Case 202313433 · Estate Management The complaint is about the landlord’s handling of: responsive repairs. the resident’s request for an adaptation. communal repairs. tree management. … 30 Oct 2024 Partial Maladministration Bristol City Council (202218653) Case 202218653 · Moving/Buying/Selling Home The complaint is about: The standard of adaptations to the resident’s wet room and kitchen. The landlord’s handling of the … 30 Oct 2024 Partial Maladministration Bromford Housing Group Limited (202224073) Case 202224073 · Financial The complaint is about: The landlord’s handling of the resident’s concerns about the water charges and the reported delay in … 30 Oct 2024 Partial Maladministration Bromford Housing Group Limited (202327803) Case 202327803 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also investigated …