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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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Outcome: Partial_Maladministration ×

Showing 5,351 of 16,595 decisions

Decisions

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24 Apr 2024 Partial Maladministration Moat Homes Limited (202311616) Case 202311616 · Health and Safety (inc. building safety) The resident complains about: concerns of asbestos and the asbestos sampling process damp and mould delays undertaking repairs the associated … 24 Apr 2024 Partial Maladministration Oxford City Council (202220478) Case 202220478 · Managing Relations The complaint is about the landlord’s: response to reports of damp and mould. response to reports about a loss of … 23 Apr 2024 Partial Maladministration A2Dominion Housing Group Limited (202219811) Case 202219811 · Financial The complaint is about the landlord’s: response to reports of damage caused to the resident’s flooring following works to the … 23 Apr 2024 Partial Maladministration Beyond Housing Limited (202304137) Case 202304137 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: The resident’s report of a rat infestation and subsequent repairs. The resident’s … 23 Apr 2024 Partial Maladministration Hammersmith and Fulham Council (202209327) Case 202209327 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the boiler. Repairs to the property. Damp and mould in … 23 Apr 2024 Partial Maladministration Havering Council (202217236) Case 202217236 · Financial The complaint is about the landlord’s: Response to the resident’s: Reports of flooding caused by his shower pump. Request that … 23 Apr 2024 Partial Maladministration Hightown Housing Association Limited (202233841) Case 202233841 · Managing Relations The complaint is about the landlord’s: handling of reports of a silverfish infestation. response to a request for rehousing. The … 23 Apr 2024 Partial Maladministration Stonewater Limited (202214746) Case 202214746 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of repairs to the immersion heater. Associated complaint. 22 Apr 2024 Partial Maladministration Affordable Housing Communities Limited (202216923) Case 202216923 · Financial The complaint is about: The landlord’s response to the resident’s concerns regarding service charge calculations. The service charge increase. 22 Apr 2024 Partial Maladministration Clarion Housing Association Limited (202202278) Case 202202278 · Financial The complaint is about: The landlord’s handling of, and communication about, the leak in the property. The landlord’s handling of … 22 Apr 2024 Partial Maladministration Lambeth Council (202229208) Case 202229208 · Managing Relations The complaint is about the landlord’s decision to repair the windows in the resident’s property instead of upgrading them. We … 22 Apr 2024 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202229108) Case 202229108 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s request to: Repair a leak after a contractor’s visit to … 22 Apr 2024 Partial Maladministration North Northamptonshire Council (202231781) Case 202231781 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to: The resident’s concerns regarding the fire alarm in the property. Communication about … 22 Apr 2024 Partial Maladministration The Riverside Group Limited (202218341) Case 202218341 · Managing Relations The complaint is about the landlord’s handling of: Reports of damage to items in the resident’s property. The resident’s concerns … 19 Apr 2024 Partial Maladministration Clarion Housing Association Limited (202215585) Case 202215585 · Financial The complaint is about the landlord’s: handling of concerns about the administration of the resident’s service charge, and reports of … 18 Apr 2024 Partial Maladministration Lambeth Council (202123105) Case 202123105 · Managing Relations The complaint is about the landlord’s response to the resident’s: Reports of a repair to the property roof leading to … 18 Apr 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202223275) Case 202223275 · Managing Relations This complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The associated complaint. 18 Apr 2024 Partial Maladministration Notting Hill Genesis (NHG) (202307053) Case 202307053 · Financial The complaint is about the landlord’s response to: A request for revised service charges. Reports of subsidence of the boundary … 18 Apr 2024 Partial Maladministration Stonewater Limited (202214298) Case 202214298 · Managing Relations The complaint is about the landlord’s: Response to reports of leaks causing damp and mould. Handling of the associated complaint. 18 Apr 2024 Partial Maladministration Wandle Housing Association Limited (202217802) Case 202217802 · Information and data management The complaint is about the landlord’s handling of: The resident’s reports of mould in the communal hallway. Cyclical decoration works. … 17 Apr 2024 Partial Maladministration Clarion Housing Association Limited (202301032) Case 202301032 · Information and data management The resident’s complaint is about the landlord’s response to his reports of damp and mould, and the associated repairs. In … 17 Apr 2024 Partial Maladministration Connexus Homes Limited (202311346) Case 202311346 · Managing Relations The complaint is about the landlord’s response to reports of unsafe windows in the property. The Ombudsman has also considered … 17 Apr 2024 Partial Maladministration Islington Council (202227376) Case 202227376 · Financial The complaint is about the landlord’s handling of: The resident’s query about the amount of service charge payable, and the … 17 Apr 2024 Partial Maladministration Orbit Group Limited (202215496) Case 202215496 · Managing Relations This complaint is about the landlord’s handling of: Asbestos removal, follow on roof repair works and the replacement of a … 17 Apr 2024 Partial Maladministration Saffron Housing Trust Limited (202215304) Case 202215304 · Managing Relations The complaint is about the landlord’s: Response to the resident’s concerns about its communication and call handling. Handling of the … 16 Apr 2024 Partial Maladministration A2Dominion Housing Group Limited (202308064) Case 202308064 · Estate Management The complaint is about the landlord’s handling of repairs to a communal lift. The Ombudsman has also considered the landlord’s … 15 Apr 2024 Partial Maladministration Clarion Housing Association Limited (202303330) Case 202303330 · Estate Management The complaint is about the landlord’s handling of the resident’s: Concerns about a lack of services charged for but not … 15 Apr 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202214447) Case 202214447 · Financial The complaint is about: The landlord’s handling of repairs to the resident’s bathroom. The landlord’s handling of the resident’s request … 12 Apr 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202222733) Case 202222733 · Managing Relations The complaint is about the landlord's: Response to the resident's request for her windows to be replaced. Complaint handling. 12 Apr 2024 Partial Maladministration Paragon Asra Housing Limited (202303669) Case 202303669 · ASB/Abuse/Nuisance The resident’s complaint is about the landlord’s handling of his: Reports of harassment by his neighbours. Formal complaint. 11 Apr 2024 Partial Maladministration Islington Council (202215889) Case 202215889 · Managing Relations The complaint is about the landlord’s handling of reports of a pest infestation at the resident’s property. The landlord’s complaint … 11 Apr 2024 Partial Maladministration Jigsaw Homes Group Limited (202224401) Case 202224401 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident's reports of anti-social behaviour (ASB) and concerns about safeguarding. Complaint … 10 Apr 2024 Partial Maladministration Anchor Hanover Group (202234287) Case 202234287 · Managing Relations The complaint is about the landlord's handling of: The sale of the shared ownership property. The resident’s complaint. 10 Apr 2024 Partial Maladministration Enham Trust (202308633) Case 202308633 · Managing Relations REPORT COMPLAINT 202308633 Enham Trust 10 April 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 10 Apr 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202231513) Case 202231513 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of a rodent infestation in the property. This report … 10 Apr 2024 Partial Maladministration Peabody Trust (202307894) Case 202307894 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: The resident’s concerns about an acceptable behaviour contract that was issued in … 10 Apr 2024 Partial Maladministration Sanctuary Housing Association (202224287) Case 202224287 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s requests for repairs to: The hot water system. The front … 10 Apr 2024 Partial Maladministration Sanctuary Housing Association (202229332) Case 202229332 · Managing Relations The complaint is about the landlord’s handling of: repairs following the resident’s reports of damp and mould. the resident’s complaint … 9 Apr 2024 Partial Maladministration Clarion Housing Association Limited (202302046) Case 202302046 · Estate Management The complaint is about: The landlord's handling of repairs to a communal door. The landlord’s complaint handling. 8 Apr 2024 Partial Maladministration Believe Housing Limited (202217781) Case 202217781 · Financial The complaint is about the landlord’s response to the resident’s request for compensation for damage to her floor caused by … 8 Apr 2024 Partial Maladministration Peabody Trust (202229015) Case 202229015 · Financial The complaint is about the landlord’s handling of: The resident’s request for a reimbursement of communal heating charges. The payment … 5 Apr 2024 Partial Maladministration NSAH (Alliance Homes) Limited (202213614) Case 202213614 · ASB/Abuse/Nuisance The complaint is about: The level of the communal and personal heating service charges. The landlord’s response to the resident’s … 4 Apr 2024 Partial Maladministration Aster Group Limited (202226132) Case 202226132 · Financial The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould, and repairs. Decants and request … 4 Apr 2024 Partial Maladministration Lewisham Council (202225524) Case 202225524 · Estate Management The complaint is about: The landlord’s response to the resident’s concerns about fire safety of the communal maintenance cupboard door. … 4 Apr 2024 Partial Maladministration The Guinness Partnership Limited (202221921) Case 202221921 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) due to noise. The Ombudsman … 3 Apr 2024 Partial Maladministration Cottsway Housing Association Limited (202209529) Case 202209529 · Financial The complaint is about the landlord’s: Response to recharges that were raised for major works carried out. Complaint handling. 3 Apr 2024 Partial Maladministration Harlow District Council (202300449) Case 202300449 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports that a repair was required to his toilet. The … 3 Apr 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202109101) Case 202109101 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports about: Accusations made against her by a neighbour. Outstanding … 3 Apr 2024 Partial Maladministration Sovereign Network Homes (202222407) Case 202222407 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of repairs to the heaters, and the associated request … 2 Apr 2024 Partial Maladministration City of Doncaster Council (202302011) Case 202302011 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to reports of noise caused by building works. The landlord’s handling of the …