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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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25 Sep 2024 Partial Maladministration Platform Housing Group Limited (202316250) Case 202316250 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s reports of defects. The resident’s request for an independent Royal … 25 Sep 2024 Partial Maladministration Stonewater Limited (202327304) Case 202327304 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of: A leak in the shower cubicle. Damp and … 24 Sep 2024 Partial Maladministration Colchester City Council (202310994) Case 202310994 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s reports of: The condition of the property when she moved … 24 Sep 2024 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202400585) Case 202400585 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: The resident’s reports of a faulty boiler in a decant property. The … 24 Sep 2024 Partial Maladministration Notting Hill Genesis (NHG) (202342198) Case 202342198 · Managing Relations The complaint is about the landlord’s handling of remedial repairs following a mutual exchange. This Service has also considered the … 24 Sep 2024 Partial Maladministration One Manchester Limited (202318825) Case 202318825 · Financial The complaint is about: the landlord's handling of the resident’s reports of repairs, damp and mould at her previous address. … 24 Sep 2024 Partial Maladministration Stonewater Limited (202310073) Case 202310073 · Managing Relations The complaint is about the landlord's handling of: repairs to the boiler damage to the resident’s personal belongings following a … 24 Sep 2024 Partial Maladministration Wolverhampton City Council (202206083) Case 202206083 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: eviction from the property. concerns about asbestos, and repairs to … 23 Sep 2024 Partial Maladministration A2Dominion Housing Group Limited (202209000) Case 202209000 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: Hot water repairs Front door repairs. 23 Sep 2024 Partial Maladministration Southern Housing (202301251) Case 202301251 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s reports of a leak into the property which led to … 20 Sep 2024 Partial Maladministration Harlow District Council (202307174) Case 202307174 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of anti social behaviour (ASB). The landlord’s complaint handling … 20 Sep 2024 Partial Maladministration Manchester City Council (202228374) Case 202228374 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling is … 20 Sep 2024 Partial Maladministration Peabody Trust (202340829) Case 202340829 · Managing Relations The complaint is about the landlord’s: Response to the resident’s concerns about her medical assessment. Handling of reports of ventilation … 20 Sep 2024 Partial Maladministration Royal Borough of Kensington and Chelsea (202302793) Case 202302793 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Handling of repairs to a toilet, including an operative’s conduct. Handing of repairs to … 20 Sep 2024 Partial Maladministration Stonewater Limited (202233580) Case 202233580 · Estate Management The complaint is about the landlord’s response to the resident’s concerns about: A data breach. How it treated her during … 19 Sep 2024 Partial Maladministration Mulberry Housing Co-operative Limited (202230433) Case 202230433 · Old Complaints Handling categories This complaint is about the landlord’s response to the resident’s: Request for an internal move to a larger property. Concerns … 19 Sep 2024 Partial Maladministration One Housing Group Limited (202303056) Case 202303056 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the … 17 Sep 2024 Partial Maladministration Eastlight Community Homes Limited (202317683) Case 202317683 · Estate Management The complaint is about the landlord’s handling of: The resident’s request for a designated parking space. The resident’s complaint. 17 Sep 2024 Partial Maladministration Futures Housing Group Limited (202212340) Case 202212340 · Financial The complaint is about: The resident’s concern regarding the requirement for him to pay for the call system through the … 17 Sep 2024 Partial Maladministration Hammersmith and Fulham Council (202339926) Case 202339926 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident and her son’s personal information. Repairs to the property. The … 17 Sep 2024 Partial Maladministration London Borough of Croydon (202232244) Case 202232244 · Managing Relations The complaint is about the landlord’s handling of the repair to: the external air vent/extractor fan; address the draughty window. … 17 Sep 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202218563) Case 202218563 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of delays in installing adaptations in his home. Associated … 17 Sep 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202313577) Case 202313577 · Financial The complaint is about the landlord’s handling of the resident’s: request to be rehoused, and associated staff conduct; concerns regarding … 13 Sep 2024 Partial Maladministration Citizen Housing (202230553) Case 202230553 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of: No heating and hot water meaning he could … 13 Sep 2024 Partial Maladministration Gosport Borough Council (202338597) Case 202338597 · Managing Relations The complaint is about the landlord’s response to the resident’s request for disabled adaptations. The Ombudsman has also considered the … 13 Sep 2024 Partial Maladministration London & Quadrant Housing Trust (202334169) Case 202334169 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of damp and mould at the property. The Ombudsman … 13 Sep 2024 Partial Maladministration Peabody Trust (202331993) Case 202331993 · Managing Relations The complaint is about the landlord’s: Handling of reports of damp and mould in the property, and the associated repairs. … 12 Sep 2024 Partial Maladministration The Guinness Partnership Limited (202125772) Case 202125772 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of multiple longstanding and recent repairs required to the … 12 Sep 2024 Partial Maladministration Tower Hamlets Homes (202225389) Case 202225389 · Managing Relations REPORT COMPLAINT 202225389 Tower Hamlets Homes 12 September 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 11 Sep 2024 Partial Maladministration Ashford Borough Council (202335294) Case 202335294 · Managing Relations The complaint is about the landlord’s handling of: A roof leak and ceiling repairs including the removal of asbestos at … 11 Sep 2024 Partial Maladministration Curo Places Limited (202228190) Case 202228190 · Old Complaints Handling categories The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour. The resident’s report of discrimination by … 11 Sep 2024 Partial Maladministration London Borough of Croydon (202323686) Case 202323686 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s rehousing application. An incident that occurred at its offices. The … 11 Sep 2024 Partial Maladministration Peabody Trust (202232832) Case 202232832 · Financial The complaint is about the landlord’s handling of: the resident's queries about the service charge for 2021-22 including her request … 11 Sep 2024 Partial Maladministration Sovereign Network Homes (Former Network Homes) (202310482) Case 202310482 · Old Property Condition migrated-2025 The resident’s complaint is about the landlord’s handling of: Major works to the roof of the building. Associated remedial repairs … 11 Sep 2024 Partial Maladministration TBG Open Door Limited (202302665) Case 202302665 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s concerns regarding: the repair condition of her temporary accommodation. her … 10 Sep 2024 Partial Maladministration Hyde Housing Association Limited (202327953) Case 202327953 · Managing Relations The complaint is about the landlord's handling of the resident’s: Reports of a leak and the associated remedial repairs. Request … 10 Sep 2024 Partial Maladministration Jigsaw Homes Group Limited (202305418) Case 202305418 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s reports concerning: A blocked drain. Peeling damp proof paint and … 10 Sep 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202305315) Case 202305315 · Managing Relations The complaint is about the landlord’s: Handling of window repairs and associated reports of damp and mould . Complaint handling. 9 Sep 2024 Partial Maladministration Hexagon Housing Association Limited (202218130) Case 202218130 · Managing Relations The complaint is about: The landlord’s handling of various repairs to the property. The landlord’s response to the resident’s concerns … 9 Sep 2024 Partial Maladministration Southern Housing (202339149) Case 202339149 · Old Complaints Handling categories REPORT COMPLAINT 202339149 Southern Housing 6 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 6 Sep 2024 Partial Maladministration Bromford Housing Group Limited (202326987) Case 202326987 · Managing Relations The complaint is about the landlord's response to: Reports of staff misconduct and communication regarding belongings in the property. A … 5 Sep 2024 Partial Maladministration Bury Metropolitan Borough Council (202320955) Case 202320955 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident about: Antisocial behaviour (‘ASB’) reports. Complaint handling. 4 Sep 2024 Partial Maladministration Yorkshire Housing Limited (202308837) Case 202308837 · Managing Relations The complaint is about the landlord’s handling of: The replacement of a window in the resident’s property. The resident’s reports … 3 Sep 2024 Partial Maladministration Hyde Housing Association Limited (202336156) Case 202336156 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: Repairs to a kitchen cabinet door. Reports of damp and mould. 3 Sep 2024 Partial Maladministration The Guinness Partnership Limited (202335480) Case 202335480 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the appointment of a single point of contact for the resident. The … 3 Sep 2024 Partial Maladministration Yorkshire Housing Limited (202337453) Case 202337453 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Report that a fire door … 31 Aug 2024 Partial Maladministration Arcon Housing Association Limited (202302989) Case 202302989 · Health and Safety (inc. building safety) The complaint is about: The landlord’s handling of kitchen and boiler upgrade works, including the ventilation fan. The landlord’s response … 31 Aug 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202217811) Case 202217811 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs to the dishwasher, washing machine and underfloor heating repair. An infestation … 31 Aug 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202346332) Case 202346332 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance. The associated complaint. 30 Aug 2024 Partial Maladministration Anchor Hanover Group (202303691) Case 202303691 · Estate Management The complaint is about: The landlord’s administration of the service charge account, including the bank account arrangements. The landlord’s handling …