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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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6 Mar 2024 Partial Maladministration Wandle Housing Association Limited (202217208) Case 202217208 · Managing Relations The complaint is about: The landlord's response to a request for windows to be replaced. The landlord's handling of a … 5 Mar 2024 Partial Maladministration Lewisham Council (202204031) Case 202204031 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of threatening behaviour, harassment, and anti-social behaviour (ASB). Request … 5 Mar 2024 Partial Maladministration Sanctuary Housing Association (202209027) Case 202209027 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. The Ombudsman has also considered the … 4 Mar 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202216346) Case 202216346 · Managing Relations The complaint is about the landlord’s handling of: Repairs to internal damage at the resident’s property including her ceiling and … 4 Mar 2024 Partial Maladministration Nottingham City Homes Limited (202121932) Case 202121932 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Decision to allocate a single point of contact to the resident (SPOC). Investigation in … 1 Mar 2024 Partial Maladministration Notting Hill Genesis (NHG) (202224560) Case 202224560 · Estate Management The complaint is about: The landlord’s handling of the resident’s concerns around changes to the parking system. The landlord’s complaint … 29 Feb 2024 Partial Maladministration Accent Housing Limited (202116235) Case 202116235 · Financial The complaint is about; The landlord's response to the resident's reports of having no heating and hot water. The landlord's … 29 Feb 2024 Partial Maladministration Bristol City Council (202210537) Case 202210537 · Estate Management The complaint is about: the landlord’s response to the leaseholder’s concerns about parking restrictions in the designated car park. the … 29 Feb 2024 Partial Maladministration Clarion Housing Association Limited (202210131) Case 202210131 · Financial The resident complained about the landlord’s handling of: her reports that it had not provided a FENSA certificate. the administration … 29 Feb 2024 Partial Maladministration Clarion Housing Association Limited (202219576) Case 202219576 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB). A pest infestation. The Ombudsman … 29 Feb 2024 Partial Maladministration Golding Homes Limited (202219616) Case 202219616 · Managing Relations REPORT COMPLAINT 202219616 Golding Homes Limited 29 February 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 29 Feb 2024 Partial Maladministration Grand Union Housing Group Limited (202205396) Case 202205396 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s repairs reports about: Leaks to gutters that led to a … 29 Feb 2024 Partial Maladministration Home Group Limited (202233674) Case 202233674 · Estate Management The complaint is about the: Landlord’s handling of the resident’s request for a parking space. Landlord’s handling of the repair … 29 Feb 2024 Partial Maladministration Hyde Housing Association Limited (202127492) Case 202127492 · Financial The complaint is about. The residents request for compensation for damaged personal items. The landlords response to the residents reports … 29 Feb 2024 Partial Maladministration Leeds City Council (202219878) Case 202219878 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s reports about the condition of the property after void. Handling … 29 Feb 2024 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202228710) Case 202228710 · Information and data management The complaint is about the landlord's handling of: The renewal of the resident’s kitchen. The renewal of the resident’s bathroom … 29 Feb 2024 Partial Maladministration Mid Devon District Council (202215292) Case 202215292 · Information and data management The complaint is about: the landlord’s decision to issue the resident with a Notice to Quit. the landlord’s handling of … 29 Feb 2024 Partial Maladministration Notting Hill Genesis (NHG) (202225691) Case 202225691 · Financial The complaint is about;The landlord’s handling of the resident’s request to be rehoused.The landlord’s response to the resident’s request for … 29 Feb 2024 Partial Maladministration Optivo (now Southern Housing) (202203710) Case 202203710 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour, including the level of support provided … 29 Feb 2024 Partial Maladministration Peabody Trust (202209178) Case 202209178 · Managing Relations REPORT COMPLAINT 202209178 Peabody Trust 29 February 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 29 Feb 2024 Partial Maladministration Peabody Trust (202209277) Case 202209277 · Financial The complaint is about: The handling of the resident’s rent accounts. Bullying, discrimination, and harassment by its staff. Increase in … 29 Feb 2024 Partial Maladministration Peabody Trust (202216824) Case 202216824 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: A neighbour dispute involving a bamboo intrusion, boundary fence responsibility, and a … 29 Feb 2024 Partial Maladministration Portobello Housing Co-operative Limited (202117768) Case 202117768 · ASB/Abuse/Nuisance The complaint is about: The resident’s reports of discrimination and harassment by the landlord for his health issues and disabilities. … 29 Feb 2024 Partial Maladministration Southampton City Council (202215946) Case 202215946 · Health and Safety (inc. building safety) The complaint concerns the landlord’s: Response to the concern raised about the electrics at the property. Handling of the decant … 29 Feb 2024 Partial Maladministration South Derbyshire District Council (202226705) Case 202226705 · Managing Relations The complaint is about: The landlord’s handling of the resident’s concerns about the condition of the property when it was … 29 Feb 2024 Partial Maladministration Southend-on-Sea City Council (202218411) Case 202218411 · Financial The resident’s complaint is about the landlord’s handling of the: property condition at the time of being let; rent charged. 29 Feb 2024 Partial Maladministration Southend-on-Sea City Council (202220639) Case 202220639 · ASB/Abuse/Nuisance The complaint is about the ALMO’s: Response to the resident’s reports of ASB. Response to the resident’s request for adaptations … 29 Feb 2024 Partial Maladministration Southern Housing Group Limited (202204723) Case 202204723 · Estate Management The complaint is about: The landlord’s response to the resident’s report of various repairs. The landlord’s response to the resident’s … 29 Feb 2024 Partial Maladministration Stonewater Limited (202223019) Case 202223019 · Estate Management The complaint is about the landlord’s handling of: The impact on the resident of a dispute with an energy supplier. … 29 Feb 2024 Partial Maladministration The Guinness Partnership Limited (202227530) Case 202227530 · Financial The complaint is about: The landlord's handling of repairs following water ingress. The landlord’s response to the resident's concerns about … 29 Feb 2024 Partial Maladministration The Riverside Group Limited (202221892) Case 202221892 · Financial This complaint is about the landlord’s handling of: The resident’s queries about her service charge. The associated complaint. 29 Feb 2024 Partial Maladministration Wandsworth Council (202229840) Case 202229840 · Moving/Buying/Selling Home This complaint is about the landlord’s handling of: The resident’s application for rehousing. Reports of damp, mould, draughts, and lack … 29 Feb 2024 Partial Maladministration Westminster City Council (202125116) Case 202125116 · Estate Management The complaint is about the landlords: Response to the resident’s concerns about its management of access to the car park. … 28 Feb 2024 Partial Maladministration Clarion Housing Association Limited (202220769) Case 202220769 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s data in relation to her being identified as the complainant … 28 Feb 2024 Partial Maladministration East Midlands Housing Group Limited (202217915) Case 202217915 · ASB/Abuse/Nuisance The complaint is about: The landlords handling of the resident’s request for a subject to access request (SAR). The landlords … 28 Feb 2024 Partial Maladministration Islington Council (202220148) Case 202220148 · Estate Management This complaint is about the landlord’s: Response to the resident’s concerns around “victimization”. Response to the resident’s concerns around leaks, … 28 Feb 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202214018) Case 202214018 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: The resident's temporary move due to disrepair and asbestos in the resident’s … 28 Feb 2024 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202207267) Case 202207267 · Estate Management REPORT COMPLAINT 202207267 Metropolitan Thames Valley Housing (MTV) 28 February 2024 Our approach The Housing Ombudsman’s approach to investigating and … 28 Feb 2024 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202228166) Case 202228166 · Managing Relations REPORT COMPLAINT 202228166 Metropolitan Thames Valley Housing (MTV) 28 February 2024 Our approach The Housing Ombudsman’s approach to investigating and … 28 Feb 2024 Partial Maladministration One Manchester Limited (202101389) Case 202101389 · Health and Safety (inc. building safety) The complaint is about the: Landlord’s handling of an electrical inspection and follow on works. Landlord’s decision to get an … 28 Feb 2024 Partial Maladministration Peabody Trust (202207765) Case 202207765 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of an annual gas safety check at the resident’s property. The Ombudsman has … 28 Feb 2024 Partial Maladministration Peabody Trust (202212509) Case 202212509 · Estate Management This complaint is about the landlord’s handling of: Reports about staff conduct. Reports about the standard of communal cleaning. The … 28 Feb 2024 Partial Maladministration Soho Housing Association Limited (202121347) Case 202121347 · Managing Relations The complaint is about the landlord’s handling of: A planned bathroom replacement. Its knowledge and information management, in relation to … 28 Feb 2024 Partial Maladministration The Riverside Group Limited (202231255) Case 202231255 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered … 28 Feb 2024 Partial Maladministration Thirteen Housing Group Limited (202117526) Case 202117526 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of the resident’s: Reports of noise nuisance and anti-social behaviour (ASB). Request to … 28 Feb 2024 Partial Maladministration Uttlesford District Council (202209854) Case 202209854 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: Repairs to the property, including damp and mould; Alterations made to the … 28 Feb 2024 Partial Maladministration Westminster City Council (202216982) Case 202216982 · Old Complaints Handling categories The complaint is about: The landlord’s decision not to allow amendments to the planned design of the resident’s replacement kitchen. … 28 Feb 2024 Partial Maladministration Yorkshire Housing Limited (202218179) Case 202218179 · ASB/Abuse/Nuisance The complaint concerns the landlord’s handling of: The resident’s concerns about the padlock on the communal back gate. The resident’s … 27 Feb 2024 Partial Maladministration Citizen Housing (202227308) Case 202227308 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Report of a leak in the bedroom. Associated complaint. 27 Feb 2024 Partial Maladministration Hyde Housing Association Limited (202126531) Case 202126531 · Managing Relations The complaint concerns the landlord’s handling of: The resident’s reporting of damp and mould in the property. Repairs to the …