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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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31 Oct 2023 Partial Maladministration Optivo (now Southern Housing) (202206632) Case 202206632 · Financial The complaint is about the landlord’s handling of: The resident’s request for reimbursement of his service charge. The resident’s reports … 31 Oct 2023 Partial Maladministration Optivo (now Southern Housing) (202221560) Case 202221560 · Estate Management The complaint is about the landlord’s: Handling of works in communal areas. Sharing of the resident’s personal data with its … 31 Oct 2023 Partial Maladministration Richmond Housing Partnership Limited (202126432) Case 202126432 · Estate Management The complaint is about the landlord’s response to the resident’s concerns about: The lack of a designated parking space. The … 31 Oct 2023 Partial Maladministration Sanctuary Housing Association (202123697) Case 202123697 · Old Complaints Handling categories This complaint is about the landlord’s: Handling of the resident’s reports of inadequate hot water to the shower. Handling of … 31 Oct 2023 Partial Maladministration The Guinness Partnership Limited (202127772) Case 202127772 · Estate Management The complaint is about: The landlord's handling of the resident's service charge account and request for service charge breakdowns. The … 31 Oct 2023 Partial Maladministration Tower Hamlets Community Housing (202126826) Case 202126826 · Managing Relations The complaint is about: The landlord’s handling of the resident’s request that it enforce the terms of the lease at … 31 Oct 2023 Partial Maladministration Wigan Council (202206583) Case 202206583 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered … 30 Oct 2023 Partial Maladministration Camden Council (202004368) Case 202004368 · Financial The complaint is about the resident’s reports concerning the landlord’s: Offer of compensation to settle a legal disrepair claim. Consideration … 30 Oct 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202117419) Case 202117419 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance, antisocial behaviour (ASB), and harassment. The … 30 Oct 2023 Partial Maladministration Sanctuary Housing Association (202205192) Case 202205192 · Financial The complaint is about: The landlord’s response to the resident’s reports of health concerns following a fire in the bin … 30 Oct 2023 Partial Maladministration Southern Housing Group Limited (202201095) Case 202201095 · Managing Relations The complaint is about: The landlord’s handling of complaints about a contractor. The landlord’s response to the resident’s reports of … 30 Oct 2023 Partial Maladministration South Tyneside Council (202126406) Case 202126406 · Managing Relations The complaint is about the landlord's response to the resident’s: Concerns about being rushed to take up the tenancy of … 30 Oct 2023 Partial Maladministration Southwark Council (202200348) Case 202200348 · Financial This complaint is about the landlord’s: Response to the resident’s various concerns around service charges; Complaint handling. 27 Oct 2023 Partial Maladministration Aster Group Limited (202228755) Case 202228755 · Managing Relations REPORT COMPLAINT 202228755 Aster Group Limited 27 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 27 Oct 2023 Partial Maladministration Camden Council (202205170) Case 202205170 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s: reports of subsidence; request for repairs: to the boiler to … 27 Oct 2023 Partial Maladministration Flagship Housing Group Limited (202200146) Case 202200146 · ASB/Abuse/Nuisance The complaint concerns the landlord’s handling of: The resident’s reporting of anti-social behaviour. The resident’s request for a property move. … 27 Oct 2023 Partial Maladministration Lambeth Council (202219308) Case 202219308 · Financial REPORT COMPLAINT 202219308 Lambeth Council 27 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 27 Oct 2023 Partial Maladministration Orbit Group Limited (202203675) Case 202203675 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of repairs required in the property including cold floors, … 27 Oct 2023 Partial Maladministration Places for People Group Limited (202205664) Case 202205664 · Managing Relations The resident’s complaint is about the landlord’s handling of: 27 Oct 2023 Partial Maladministration Sanctuary Housing Association (202205092) Case 202205092 · Old Property Condition migrated-2025 The complaint is about the landlord’s: 26 Oct 2023 Partial Maladministration Aspire Housing Limited (202224728) Case 202224728 · Financial The complaint is about the landlord’s: Response to the resident’s reports of repairs required at the former property. The landlord’s … 26 Oct 2023 Partial Maladministration Bournemouth, Christchurch and Poole Council (202202655) Case 202202655 · ASB/Abuse/Nuisance The complaint is about: The landlord's response to the resident’s reports of domestic abuse and anti-social behaviour (ASB). The landlord's … 26 Oct 2023 Partial Maladministration West Kent Housing Association (202225004) Case 202225004 · Managing Relations The complaint is about: the landlord’s handling of reports of damp and mould in the property. the landlord’s response to … 25 Oct 2023 Partial Maladministration Camden Council (202220378) Case 202220378 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in her property. Rehousing application. … 25 Oct 2023 Partial Maladministration Lambeth Council (202225436) Case 202225436 · Managing Relations The complaint is about the landlord’s response to the resident’s: 24 Oct 2023 Partial Maladministration Eastbourne Borough Council (202213599) Case 202213599 · Information and data management The complaint is about the landlord’s: response to the resident’s concerns about multiple property moves prior to her latest move; … 24 Oct 2023 Partial Maladministration Haringey London Borough Council (202120142) Case 202120142 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour. Noise from the neighbour’s toilet. We … 24 Oct 2023 Partial Maladministration Hyde Housing Association Limited (202101398) Case 202101398 · Moving/Buying/Selling Home The complaint is about the landlord’s: handling of the mutual exchange process; response to the resident’s reports that her boiler … 24 Oct 2023 Partial Maladministration Peabody Trust (202224901) Case 202224901 · Information and data management The complaint is about the landlord’s response to: The resident’s reports of mice in the property. The resident’s reports of … 23 Oct 2023 Partial Maladministration Clarion Housing Association Limited (202105436) Case 202105436 · Managing Relations The complaint is about the landlord’s: Handling of leaks and associated repairs, damp and mould. Handling of the resident’s decant. … 23 Oct 2023 Partial Maladministration Clarion Housing Association Limited (202215358) Case 202215358 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the property. The associated formal complaint. 23 Oct 2023 Partial Maladministration Curo Places Limited (202220980) Case 202220980 · Estate Management The resident’s complaint is regarding the landlord’s: response to the resident’s concerns about the condition of the garden. complaints handling. 23 Oct 2023 Partial Maladministration East Midlands Housing Group Limited (202210779) Case 202210779 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports about: its contractor’s conduct. repairs to her boiler and … 23 Oct 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202123896) Case 202123896 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of repairs to a leak into the kitchen. Response to the resident’s request … 20 Oct 2023 Partial Maladministration A2Dominion Housing Group Limited (202201569) Case 202201569 · Financial The complaint is about the landlord’s handling of the resident’s: request for information about the actual service charges for 2020-21; … 20 Oct 2023 Partial Maladministration Lambeth Council (202223296) Case 202223296 · Managing Relations The complaint is about: The installation and suitability of the kitchen installed by the landlord. The landlord’s installation of a … 20 Oct 2023 Partial Maladministration Livv Housing Group (202204806) Case 202204806 · Managing Relations The complaint is about: The landlord's decision not to investigate the resident's report of a damaged carpet caused by a … 19 Oct 2023 Partial Maladministration London Borough of Sutton (202127305) Case 202127305 · Estate Management The complaint relates to: The landlord’s handling of reports of a pest infestation. The landlord’s handling of the complaint. 19 Oct 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202123311) Case 202123311 · Managing Relations This complaint is about the landlord’s: Response to the resident’s reports of repair to the windows, kitchen sink tap, heating … 19 Oct 2023 Partial Maladministration Optivo (now Southern Housing) (202114079) Case 202114079 · Financial The complaint is about the landlord’s handling of the resident’s: Request for service charges to be removed and concerns raised … 18 Oct 2023 Partial Maladministration East Midlands Housing Group Limited (202118752) Case 202118752 · ASB/Abuse/Nuisance The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour (ASB). complaint handling. 18 Oct 2023 Partial Maladministration The Riverside Group Limited (202012645) Case 202012645 · ASB/Abuse/Nuisance The landlord’s response to reports of noise from a neighbour’s Air Source Heat Pump (ASHP). Reports of no hot water … 17 Oct 2023 Partial Maladministration Clarion Housing Association Limited (202127661) Case 202127661 · Managing Relations The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Related complaint 17 Oct 2023 Partial Maladministration Hammersmith and Fulham Council (202222418) Case 202222418 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: Asbestos in the property. The resident’s reports of several repairs. The resident’s … 17 Oct 2023 Partial Maladministration Optivo (now Southern Housing) (202113690) Case 202113690 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s: Request for information on the building to be provided to … 17 Oct 2023 Partial Maladministration South Tyneside Council (202205688) Case 202205688 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the resident’s request … 17 Oct 2023 Partial Maladministration The Guinness Partnership Limited (202216536) Case 202216536 · Information and data management The complaint is about the landlord’s: Handling of, and communication about, the repairs at the property. Response to the resident’s … 16 Oct 2023 Partial Maladministration Clarion Housing Association Limited (202204839) Case 202204839 · Estate Management The complaint is about the landlord’s response to: 16 Oct 2023 Partial Maladministration Lewisham Council (202205928) Case 202205928 · Managing Relations REPORT COMPLAINT 202205928 Lewisham Council 16 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 16 Oct 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202218530) Case 202218530 · Managing Relations The complaint is about the landlord’s response to the resident’s: reports of a collapsed drain and a sewage leak into …