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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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27 Feb 2024 Partial Maladministration Hyde Housing Association Limited (202218155) Case 202218155 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports regarding the air source heat pump and solar panels. … 27 Feb 2024 Partial Maladministration Incommunities Limited (202219765) Case 202219765 · Financial The complaint is about the landlord’s handling of the resident’s concerns about: Repairs required to her home as part of … 27 Feb 2024 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202227690) Case 202227690 · Managing Relations The complaint is about the landlord’s response to the resident’s: Reports of repairs required to the bathroom and toilet. Reports … 27 Feb 2024 Partial Maladministration Midland Heart Limited (202121105) Case 202121105 · Estate Management The complaint is about the landlord’s handling of the resident’s requests: That the cleaners stop using bleach or strong chemical … 27 Feb 2024 Partial Maladministration Optivo (now Southern Housing) (202212704) Case 202212704 · ASB/Abuse/Nuisance The complaint is about the: Landlord’s handling of the reports of anti-social behaviour and noise disturbance. Landlord’s response to the … 27 Feb 2024 Partial Maladministration Southend-on-Sea City Council (202309595) Case 202309595 · Information and data management The complaint is about the landlord’s: Handling of repairs to resolve water ingress at the property. Handling of reports of … 26 Feb 2024 Partial Maladministration Bromford Housing Group Limited (202204989) Case 202204989 · ASB/Abuse/Nuisance The complaint is about the way the landlord handled the resident’s: Reports of noise nuisance and antisocial behaviour (ASB); Reports … 26 Feb 2024 Partial Maladministration Canterbury City Council (202204212) Case 202204212 · Health and Safety (inc. building safety) The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in the bathroom. The landlord’s … 26 Feb 2024 Partial Maladministration Islington Council (202204676) Case 202204676 · Financial The complaint is about: The landlord’s handling of the resident’s request for compensation following a power cut in the property. … 26 Feb 2024 Partial Maladministration London Borough of Barnet (202201466) Case 202201466 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of noise disturbance. Request to move to an alternative … 26 Feb 2024 Partial Maladministration Notting Hill Genesis (NHG) (202216977) Case 202216977 · ASB/Abuse/Nuisance REPORT COMPLAINT 202216977 Notting Hill Genesis (NHG) 26 February 2024 Our approach The Housing Ombudsman’s approach to investigating and determining … 26 Feb 2024 Partial Maladministration Southampton City Council (202203451) Case 202203451 · Financial The complaint is about the landlord’s handling of the resident’s: Request to disconnect his property from the communal heating system. … 26 Feb 2024 Partial Maladministration Southern Housing Group Limited (202218185) Case 202218185 · Information and data management The complaint is about the landlord’s handling of: a bird infestation in the resident’s property. the resident’s decant. a heating … 26 Feb 2024 Partial Maladministration Walsall Housing Group Limited (202209749) Case 202209749 · Managing Relations The complaint is about the landlord’s: Handling of reports of a rodent infestation. Response to a request for temporary housing. … 23 Feb 2024 Partial Maladministration Clarion Housing Association Limited (202213946) Case 202213946 · Information and data management This complaint is about the landlord’s: Response to the resident’s reports of mould; Handling of recommended aids and adaptations; Response … 23 Feb 2024 Partial Maladministration Notting Hill Genesis (NHG) (202127928) Case 202127928 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). Reports of poor staff conduct. The complaint. 23 Feb 2024 Partial Maladministration Peabody Trust (202232175) Case 202232175 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports about a leak from a leaseholder property. The landlord’s … 22 Feb 2024 Partial Maladministration Aster Group Limited (202230053) Case 202230053 · Moving/Buying/Selling Home The landlord’s handling of the resident’s request to assign his tenancy via a mutual exchange. 22 Feb 2024 Partial Maladministration Bernicia Group (202219357) Case 202219357 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Concerns about the suitability of the allocated property; Reports of … 22 Feb 2024 Partial Maladministration Southern Housing Group Limited (202218086) Case 202218086 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of reports of noise nuisance and antisocial behaviour (ASB) from a neighbouring property. … 22 Feb 2024 Partial Maladministration Walsall Housing Group Limited (202219666) Case 202219666 · Estate Management The resident’s complaint is about: The landlord’s handling of a dispute over the rear garden. The landlord’s handling of issues … 21 Feb 2024 Partial Maladministration Sovereign Housing Association Limited (202217063) Case 202217063 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Request for replacement windows. Concerns about the affordability of the … 20 Feb 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202217010) Case 202217010 · Information and data management The complaint is about the landlord’s: Decisions regarding the disposal of the property. Handling of the resident’s request for rehousing. … 20 Feb 2024 Partial Maladministration Sovereign Network Homes (202209641) Case 202209641 · ASB/Abuse/Nuisance The complaint is about: The landlord’s letting of the empty flat above the resident. The landlord’s handling of the resident’s … 19 Feb 2024 Partial Maladministration City of York Council (202205355) Case 202205355 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s : Insurance claim; Subject access request (SAR); Reports of damp, … 19 Feb 2024 Partial Maladministration Clarion Housing Association Limited (202126890) Case 202126890 · Financial The complaint is about the landlord’s handling of the resident’s: contents insurance account. complaint. 19 Feb 2024 Partial Maladministration Exeter City Council (202213098) Case 202213098 · Managing Relations REPORT COMPLAINT 202213098 Exeter City Council 19 February 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 19 Feb 2024 Partial Maladministration Haringey London Borough Council (202214875) Case 202214875 · Estate Management The complaint concerns the landlord’s handling of: The resident’s concerns over the internal communal cleaning. The resident’s request to prune … 19 Feb 2024 Partial Maladministration Leeds City Council (202217967) Case 202217967 · ASB/Abuse/Nuisance The complaint is regarding the landlord’s: Handling of the resident’s concerns about the maintenance of communal and grassy areas in … 19 Feb 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202202317) Case 202202317 · Managing Relations REPORT COMPLAINT 202202317 London & Quadrant Housing Trust (L&Q) 19 February 2024 Our approach The Housing Ombudsman’s approach to investigating … 19 Feb 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202215093) Case 202215093 · Managing Relations The complaint concerns the landlord’s handling of: The resident’s reports of issues with the ventilation system and reports of damp … 16 Feb 2024 Partial Maladministration Clarion Housing Association Limited (202101603) Case 202101603 · Managing Relations The complaint is about the landlord's handling of the resident's roof repairs and its subsequent offer of compensation. The Ombudsman … 16 Feb 2024 Partial Maladministration Islington and Shoreditch Housing Association Limited (202210184) Case 202210184 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs following the resident moving into a mutual exchange property. The Ombudsman … 16 Feb 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202216912) Case 202216912 · Managing Relations The complaint is about the landlord’s handling of repairs to the ventilation system in the resident’s bathroom. The Ombudsman has … 15 Feb 2024 Partial Maladministration Peabody Trust (202212877) Case 202212877 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s request to be rehoused. Complaints handling. 15 Feb 2024 Partial Maladministration Places for People Group Limited (202122848) Case 202122848 · Estate Management The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of the … 15 Feb 2024 Partial Maladministration Six Town Housing Limited (202208139) Case 202208139 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident's request for disabled parking. The landlord's handing of the resident’s … 14 Feb 2024 Partial Maladministration Birmingham City Council (202111174) Case 202111174 · Estate Management The complaint is about the landlord’s handling of the resident’s: Concerns about the security of the building following her reports … 14 Feb 2024 Partial Maladministration Bromford Housing Group Limited (202204008) Case 202204008 · Managing Relations The complaint is about: The level of compensation offered following the landlord's handling of repairs and replacement of the resident's … 14 Feb 2024 Partial Maladministration Islington Council (202119874) Case 202119874 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports about: Outstanding repairs to the kitchen units. The replacement … 14 Feb 2024 Partial Maladministration London Borough of Hounslow (202216549) Case 202216549 · Managing Relations The complaint is about the landlord’s handling of building noise reported by the resident. The Ombudsman has also investigated the … 14 Feb 2024 Partial Maladministration Royal Borough Of Greenwich (202216823) Case 202216823 · Managing Relations The complaint is about the landlord’s handling of the resident’s: reports of damp mould; reports of repairs, concerns regarding its … 14 Feb 2024 Partial Maladministration Southern Housing Group Limited (202217628) Case 202217628 · Managing Relations The complaint is about the landlord's handling of: leaks in the property. repairs to a concrete pathway, fence, windows and … 13 Feb 2024 Partial Maladministration Hexagon Housing Association Limited (202215739) Case 202215739 · Information and data management The complaint is about the landlord's handling of the resident’s request for a new bathroom and bathroom repairs to be … 13 Feb 2024 Partial Maladministration LiveWest Homes Limited (202214339) Case 202214339 · ASB/Abuse/Nuisance The complaint is about: The landlord's handling of allegations of antisocial behaviour (ASB) made against the resident. The landlord’s handling … 13 Feb 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202220785) Case 202220785 · 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 … 12 Feb 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202215833) Case 202215833 · Managing Relations The complaint is about the landlord’s: Response to reports of a broken window and the handling of subsequent repairs. Complaint … 12 Feb 2024 Partial Maladministration Tower Hamlets Homes (202203573) Case 202203573 · Financial The resident has complained about the landlord’s handling of: Major works to renew the district heating system and install smart … 9 Feb 2024 Partial Maladministration Clarion Housing Association Limited (202125562) Case 202125562 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports about the condition of the property at the start … 9 Feb 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202200838) Case 202200838 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: Repairs to the resident’s door and window. The condition of the boiler …