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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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21 Dec 2023 Partial Maladministration One Manchester Limited (202119707) Case 202119707 · Managing Relations The complaint is about: The landlord’s handling of repairs. The landlord’s handling of pest control reports. The landlord’s handling of … 21 Dec 2023 Partial Maladministration Peabody Trust (202218532) Case 202218532 · Managing Relations The complaint is about the landlord's handling of: The resident's reports of rats in her loft. Repairs to the resident's … 21 Dec 2023 Partial Maladministration Stockport Homes Limited (202208908) Case 202208908 · ASB/Abuse/Nuisance The complaint concerns the landlord’s: Handling of repairs. Decision to charge the resident for communal wi-fi. Handling of the resident’s … 21 Dec 2023 Partial Maladministration The Guinness Partnership Limited (202104280) Case 202104280 · Managing Relations The complaint is about the landlord's handling of: The kitchen replacement works. The resident’s reports of damaged flooring. The resident’s … 21 Dec 2023 Partial Maladministration Wandle Housing Association Limited (202116243) Case 202116243 · ASB/Abuse/Nuisance The complaint is regarding the landlord’s; Handling of the resident’s request for an LGBTQ+ staff member as a point of … 21 Dec 2023 Partial Maladministration Wandle Housing Association Limited (202201471) Case 202201471 · Managing Relations The complaint is regarding the landlord’s: Handling of repair issues, including reports of mould in his kitchen and broken kitchen … 20 Dec 2023 Partial Maladministration Beyond Housing Limited (202212624) Case 202212624 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in her living room. The … 20 Dec 2023 Partial Maladministration City of Doncaster Council (202205052) Case 202205052 · Managing Relations The complaint is about the landlord’s: Handling of the repair to the gable end wall of the property. Response to … 20 Dec 2023 Partial Maladministration Clarion Housing Association Limited (202215839) Case 202215839 · Managing Relations The complaint is about the landlord’s response to the resident’s. Reports of leaks in her property. Associated complaint. 20 Dec 2023 Partial Maladministration Islington Council (202217948) Case 202217948 · Estate Management The complaint is about the landlord’s response to the resident’s concerns about squirrels at his property. The Ombudsman has also … 20 Dec 2023 Partial Maladministration Longhurst Group Limited (202220643) Case 202220643 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of required works after completing a damp and mould survey. The landlord’s handling … 20 Dec 2023 Partial Maladministration One Housing Group Limited (202201421) Case 202201421 · Managing Relations The resident’s complaint is about the landlord’s response to: a leak to the building roof; the associated complaint. 20 Dec 2023 Partial Maladministration Platform Housing Group Limited (202128262) Case 202128262 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of: Antisocial behaviour (ASB); Outstanding repairs; Boiler repairs. The … 19 Dec 2023 Partial Maladministration Beyond Housing Limited (202207575) Case 202207575 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of anti social behaviour (ASB). Reports of noise nuisance. … 19 Dec 2023 Partial Maladministration Bristol City Council (202118413) Case 202118413 · ASB/Abuse/Nuisance REPORT COMPLAINT 202118413 Bristol City Council 19 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 19 Dec 2023 Partial Maladministration Peabody Trust (202203174) Case 202203174 · Financial The complaint is about: The level of the resident’s rent. The landlord’s handling of the resident’s concerns about the level … 19 Dec 2023 Partial Maladministration Rotherham Metropolitan Borough Council (202210367) Case 202210367 · Occupancy Rights The complaint is about: The landlord’s response to the resident’s concerns about the type of tenancy issued, lack of welcome … 19 Dec 2023 Partial Maladministration Stonewater Limited (202210100) Case 202210100 · Managing Relations The complaint is about: The condition of the property at the start of the tenancy. The landlord’s handling of the … 18 Dec 2023 Partial Maladministration East Midlands Housing Group Limited (202200340) Case 202200340 · Moving/Buying/Selling Home The complaint is about: Information provided during the sales process. The landlord's handling of the resident’s reports about repairs. The … 18 Dec 2023 Partial Maladministration Peabody Trust (202215699) Case 202215699 · ASB/Abuse/Nuisance This complaint is about: The landlord’s handling of reports about the resident’s alleged antisocial behaviour (ASB). The Ombudsman has also … 18 Dec 2023 Partial Maladministration Stonewater Limited (202115757) Case 202115757 · Information and data management REPORT COMPLAINT 202115757 Stonewater Limited 18 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 15 Dec 2023 Partial Maladministration Home Group Limited (202203465) Case 202203465 · Financial This complaint is about: The level of compensation offered by the landlord following a wide range of repair, cleaning, communication, … 15 Dec 2023 Partial Maladministration MHS Homes Ltd (202215054) Case 202215054 · Managing Relations The complaint is about the landlord’s handling of: reports of repairs needed to the roof. reports of damp and mould … 14 Dec 2023 Partial Maladministration Islington Council (202111325) Case 202111325 · ASB/Abuse/Nuisance REPORT COMPLAINT 202111325 Islington Council 14 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 14 Dec 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202209759) Case 202209759 · Managing Relations The complaint is about the landlord’s: handling of repairs to the balcony door; handling of reports of a rat infestation; … 14 Dec 2023 Partial Maladministration Poplar Housing And Regeneration Community Association Limited (201906790) Case 201906790 · Managing Relations REPORT COMPLAINT 201906790 Poplar Housing And Regeneration Community Association Limited 14 December 2023 Our approach The Housing Ombudsman’s approach to … 14 Dec 2023 Partial Maladministration Your Housing Limited (202207068) Case 202207068 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of: The resident’s reports of leaks in the property. The residents decant and … 13 Dec 2023 Partial Maladministration Colchester City Council (202201413) Case 202201413 · Managing Relations The complaint is about the landlord’s response to the resident’s: Reports about damp and mould. Reports about a pest infestation. … 13 Dec 2023 Partial Maladministration London Borough of Newham (202205719) Case 202205719 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports about noise nuisance and antisocial behaviour (ASB). Complaint handling. 13 Dec 2023 Partial Maladministration Waltham Forest Council (202217685) Case 202217685 · Managing Relations REPORT COMPLAINT 202217685 Waltham Forest Council 12 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 12 Dec 2023 Partial Maladministration Chelmer Housing Partnership Limited (202201298) Case 202201298 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Report about the conduct of an employee. Report that the … 12 Dec 2023 Partial Maladministration Clarion Housing Association Limited (202007763) Case 202007763 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports about: Bathroom wall cracks, flaking paint and replacement of … 12 Dec 2023 Partial Maladministration Golding Homes Limited (202206194) Case 202206194 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of overflowing gutters. Response to the resident’s reports of … 11 Dec 2023 Partial Maladministration Clarion Housing Association Limited (202118686) Case 202118686 · Financial The complaint is about the landlord’s handling of the resident’s concerns about: The condition of the property when it was … 11 Dec 2023 Partial Maladministration Hyde Housing Association Limited (202127257) Case 202127257 · ASB/Abuse/Nuisance The complaint is about the landlord’s: handling of the resident’s reports of smoke ingress to her property. response to the … 8 Dec 2023 Partial Maladministration Hyde Housing Association Limited (202121443) Case 202121443 · Estate Management The complaint is about the landlord’s handling of the resident’s: Application to succeed her late mother's tenancy. Repairs including leaks … 8 Dec 2023 Partial Maladministration Paragon Asra Housing Limited (202205137) Case 202205137 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the resident’s kitchen following a leak from the property located … 8 Dec 2023 Partial Maladministration Tower Hamlets Homes (202205782) Case 202205782 · Financial The complaint is about: The condition of the property when the resident moved in. The information provided about the property. … 7 Dec 2023 Partial Maladministration Estuary Housing Association Limited (202205214) Case 202205214 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of repairs to: Plumbing – Water tank/boiler, shower, taps … 7 Dec 2023 Partial Maladministration Platform Housing Group Limited (202118249) Case 202118249 · Managing Relations The complaint is about the landlord’s handling of the resident’s concerns about: The level of insulation in the property. The … 6 Dec 2023 Partial Maladministration LiveWest Homes Limited (202120571) Case 202120571 · Managing Relations The resident’s complaint is about the landlord’s handling of repairs to the bathroom. The Ombudsman has also considered the landlord’s … 6 Dec 2023 Partial Maladministration Wolverhampton City Council (202222463) Case 202222463 · Managing Relations The complaint is about the landlord’s response to the resident’s: Request for a hardstanding driveway to be installed to her … 5 Dec 2023 Partial Maladministration Two Rivers Housing (202209686) Case 202209686 · Managing Relations This complaint is about the landlord’s: Handling of major adaptations to the property; Complaint handling. 4 Dec 2023 Partial Maladministration Incommunities Limited (202207367) Case 202207367 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of: Neighbours littering. A fence needing repair. Issues with … 4 Dec 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202204317) Case 202204317 · Estate Management The complaint is about the landlord’s handling of the resident’s: Reports of smells from the bin store located beneath her … 1 Dec 2023 Partial Maladministration Clarion Housing Association Limited (202204510) Case 202204510 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports about the condition of the property at the start … 1 Dec 2023 Partial Maladministration Longhurst Group Limited (202124154) Case 202124154 · Information and data management The complaint is about the landlord’s handling of: outstanding repairs to the property. a telephone call on 26 and 28 … 30 Nov 2023 Partial Maladministration Aster Group Limited (202116121) Case 202116121 · Estate Management The resident has complained about: the landlord’s handling of reports of issues with estate waste management, including its handling of … 30 Nov 2023 Partial Maladministration Clarion Housing Association Limited (202125633) Case 202125633 · Financial The complaint is about the landlord’s handling of: The administration of the resident’s service charge account after he staircased to … 30 Nov 2023 Partial Maladministration Cottsway Housing Association Limited (202123463) Case 202123463 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: Repairs to the mains water pipe. Water quality concerns. Application of its …