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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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13 Oct 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202204339) Case 202204339 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s concerns about a fire door. Complaints handling. 13 Oct 2023 Partial Maladministration Sanctuary Housing Association (202111146) Case 202111146 · Managing Relations The complaint is about: The landlord’s handling of work to repair damage caused by a leak. The landlord’s communication and … 12 Oct 2023 Partial Maladministration Advance Housing and Support Limited (202207347) Case 202207347 · Health and Safety (inc. building safety) This complaint is about the landlord’s handling of the resident’s: Concerns about the servicing of the boiler. Concerns that the … 12 Oct 2023 Partial Maladministration Camden Council (202115129) Case 202115129 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s concerns regarding: Service charges. The upkeep and maintenance of the … 12 Oct 2023 Partial Maladministration Optivo (now Southern Housing) (202114130) Case 202114130 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of noise transference. Reports of antisocial behaviour (ASB) The … 12 Oct 2023 Partial Maladministration Sovereign Network Homes (202216167) Case 202216167 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of reports of two leaks: A leak from the bathroom, which affected the … 11 Oct 2023 Partial Maladministration Wandsworth Council (202208283) Case 202208283 · Financial The complaint is about the landlord’s management and handling of: Reports of water ingress into the property. A request for … 10 Oct 2023 Partial Maladministration Irwell Valley Housing Association Limited (202220172) Case 202220172 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports of a bad odour entering her property; response to … 9 Oct 2023 Partial Maladministration Golding Homes Limited (202211641) Case 202211641 · Managing Relations This complaint is about the landlord’s: Response to the resident’s: Reports of damp following a previous Ombudsman determination; Reports of … 9 Oct 2023 Partial Maladministration Hackney Council (202210294) Case 202210294 · Managing Relations The complaint concerns the landlord's handling of the resident's repairs. The Ombudsman investigated the landlord’s complaint handling. 6 Oct 2023 Partial Maladministration Anchor Hanover Group (202210139) Case 202210139 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s report of anti-social behaviour (ASB). Its decision to let a … 6 Oct 2023 Partial Maladministration Camden Council (202232069) Case 202232069 · Financial The complaint is about the landlord’s handling of: reports of a leak from the roof entering the resident’s property. the … 6 Oct 2023 Partial Maladministration Clarion Housing Association Limited (202119820) Case 202119820 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). Allegations of ASB made against … 6 Oct 2023 Partial Maladministration First Choice Homes Oldham Limited (202104917) Case 202104917 · Financial The complaint is about the landlord’s: Handling of the termination of the resident’s former tenancy. Handling of the administration of … 6 Oct 2023 Partial Maladministration Moat Homes Limited (202123201) Case 202123201 · Financial The complaint is about the landlord’s: Handling of the resident’s queries about cyclical works and a resulting service charge dispute; … 5 Oct 2023 Partial Maladministration Together Housing Association Limited (202203761) Case 202203761 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of outstanding repairs in the property. The landlord’s response … 4 Oct 2023 Partial Maladministration Havering Council (202119533) Case 202119533 · Information and data management The complaint is regarding; The landlord’s handling of the resident’s request for adaptations to extend the home. The accuracy of … 4 Oct 2023 Partial Maladministration Incommunities Limited (202118294) Case 202118294 · Managing Relations The complaint is about the landlord’s handling of: The resident’s concerns about the energy efficiency of the property. Repairs to … 3 Oct 2023 Partial Maladministration London Borough of Brent (202124195) Case 202124195 · Estate Management The resident’s complaint is about the landlord’s handling repairs at the property, including: The roof and guttering issues reported between … 2 Oct 2023 Partial Maladministration The Guinness Partnership Limited (202015280) Case 202015280 · Managing Relations The complaint is about the landlord’s: response to the resident’s request for it to renew her windows and external doors. … 30 Sep 2023 Partial Maladministration GreenSquareAccord Limited (202206981) Case 202206981 · Managing Relations The complaint is about the landlord’s handling of: the resident's request for replacement windows; and the subsequent complaint. 30 Sep 2023 Partial Maladministration LiveWest Homes Limited (202221350) Case 202221350 · Managing Relations REPORT COMPLAINT 202221350 LiveWest Homes Limited 29 September 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 29 Sep 2023 Partial Maladministration Brighton and Hove City Council (202219065) Case 202219065 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s request for a … 29 Sep 2023 Partial Maladministration Camden Council (202120601) Case 202120601 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour in the building and on the … 29 Sep 2023 Partial Maladministration Gateway Housing Association Limited (202214087) Case 202214087 · Moving/Buying/Selling Home The complaint is about: The landlord’s handling of the resident’s request for a chain let. The landlord’s handling of communications … 29 Sep 2023 Partial Maladministration London Borough of Newham (202227845) Case 202227845 · Managing Relations This complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. The associated complaint. 29 Sep 2023 Partial Maladministration Newcastle City Council (202214228) Case 202214228 · Managing Relations The complaint is about the landlord’s: Handling of reported structural issues with the property. Handling of the request to transfer … 29 Sep 2023 Partial Maladministration Notting Hill Genesis (NHG) (202230789) Case 202230789 · Managing Relations The complaint is about: the landlord’s response to maintenance and repair issues at the resident’s property. the communication with the … 29 Sep 2023 Partial Maladministration One Vision Housing Limited (202124096) Case 202124096 · Managing Relations This complaint is about the landlord’s handling of: Letting the property with an adapted bathroom. The resident’s reports of an … 29 Sep 2023 Partial Maladministration Onward Homes Limited (202117573) Case 202117573 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s requests for information about a charge on the land registry … 29 Sep 2023 Partial Maladministration Optivo (now Southern Housing) (202211719) Case 202211719 · Health and Safety (inc. building safety) The complaint is about: The landlord’s handling of reports of damaged flooring and inadequate ventilation. The landlord’s response to a … 29 Sep 2023 Partial Maladministration Paragon Asra Housing Limited (202223594) Case 202223594 · Financial The complaint is about the landlord’s management and handling of: Repairs to address a roof leak and damp and mould … 29 Sep 2023 Partial Maladministration Sanctuary Housing Association (202010886) Case 202010886 · ASB/Abuse/Nuisance The landlord’s handling of: The resident’s report of a leak at the property. The resident’s reports of window disrepair. The … 28 Sep 2023 Partial Maladministration Aster Group Limited (202223235) Case 202223235 · Managing Relations The complaint is about the landlord’s handling of: the resident’s reports of damp and mould and the associated repairs; the … 28 Sep 2023 Partial Maladministration Dartford Borough Council (202303482) Case 202303482 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: Reports of anti-social behaviour involving the resident’s neighbour including noise nuisance, smell … 28 Sep 2023 Partial Maladministration Hightown Housing Association Limited (202102415) Case 202102415 · Managing Relations The complaint is about: The landlord’s handling of the resident’s repair reports regarding the rear door and leak to the … 28 Sep 2023 Partial Maladministration Incommunities Limited (202104089) Case 202104089 · Estate Management The complaint is about the landlord’s response to: The resident’s request that it fence off the land outside the property … 28 Sep 2023 Partial Maladministration London Borough of Croydon (202118843) Case 202118843 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of anti social behaviour (ASB). The resident’s management transfer … 28 Sep 2023 Partial Maladministration Nehemiah United Churches Housing Association Limited (202222439) Case 202222439 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) from a neighbour. The associated … 28 Sep 2023 Partial Maladministration Waverley Borough Council (202219548) Case 202219548 · Managing Relations The complaint concerns: How the landlord handled a leak in the resident’s property. How it handled the repairs in the … 27 Sep 2023 Partial Maladministration A2Dominion Housing Group Limited (202121164) Case 202121164 · Managing Relations The complaint is about the landlord’s: Response to the resident’s concerns about her oven and kitchen units. Complaint handling. 27 Sep 2023 Partial Maladministration Clarion Housing Association Limited (202113849) Case 202113849 · Information and data management The complaint is about the landlord’s response to: The resident’s concerns about accessing its online resident portal; The resident’s request … 27 Sep 2023 Partial Maladministration London Borough of Croydon (202204220) Case 202204220 · Health and Safety (inc. building safety) The resident’s complaint is about: The landlord’s response to the resident’s reports about his toilet and drains. The landlord’s response … 27 Sep 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202212749) Case 202212749 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Complaint handling. Record keeping. 27 Sep 2023 Partial Maladministration Origin Housing Limited (202121339) Case 202121339 · Estate Management The complaint is about the landlord’s handling of: Recurrent leaks from the property above and associated repairs. Repairs to resolve … 27 Sep 2023 Partial Maladministration Sanctuary Housing Association (202107616) Case 202107616 · Managing Relations The complaint is about the landlord’s handling of: Repair issues reported by the resident in May and July 2021. The … 26 Sep 2023 Partial Maladministration East Devon District Council (202200837) Case 202200837 · Information and data management The complaint is about the landlord’s: Handling of reports around staff conduct. Handling of the resident’s reports about the drainage … 26 Sep 2023 Partial Maladministration Housing 21 (202212288) Case 202212288 · ASB/Abuse/Nuisance The complaint is about the landlord’s: handling of allegations of antisocial behaviour (ASB) made against the resident; complaint handling. 26 Sep 2023 Partial Maladministration London Borough of Hackney (202225107) Case 202225107 · Financial The complaint is regarding the landlord’s; Handling of the resident’s concerns about his service charge account. Complaints handling. 26 Sep 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202200141) Case 202200141 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s transfer application. The …