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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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16 Aug 2023 Partial Maladministration Nuneaton and Bedworth Borough Council (201614786) Case 201614786 · Managing Relations The complaint is about the landlord’s: Response to the residents reports of repairs required at the property. Response to the … 16 Aug 2023 Partial Maladministration Nuneaton and Bedworth Borough Council (202121687) Case 202121687 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of repairs required at the property. Response to the … 16 Aug 2023 Partial Maladministration One Manchester Limited (202208031) Case 202208031 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports about antisocial behaviour (ASB) and harassment; Rehousing application; Request … 16 Aug 2023 Partial Maladministration Sandwell Metropolitan Borough Council (202204051) Case 202204051 · Managing Relations The resident complains about: The landlord’s response to reports of a pest infestation (sewer flies). The landlord’s handling of the … 16 Aug 2023 Partial Maladministration Wandsworth Council (202200519) Case 202200519 · Managing Relations The complaint is about: The condition of the property when the resident’s tenancy began. The communications from the landlord on … 15 Aug 2023 Partial Maladministration Midland Heart Limited (202214454) Case 202214454 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Decision to end the resident’s licence. Handling of the resident’s previous compensation payment. Handling … 15 Aug 2023 Partial Maladministration Peabody Trust (202200114) Case 202200114 · Health and Safety (inc. building safety) REPORT COMPLAINT 202200114 Peabody Trust 15 August 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 14 Aug 2023 Partial Maladministration Clarion Housing Association Limited (202120227) Case 202120227 · Financial The complaint is about the landlord's handling of the resident’s: Decants from the property between April 2021 and June 2021 … 14 Aug 2023 Partial Maladministration Gentoo Group Limited (202218195) Case 202218195 · Managing Relations The complaint is about the landlord’s handling of: Leaks in the resident’s property. The associated complaint. 14 Aug 2023 Partial Maladministration Southern Housing Group Limited (202120117) Case 202120117 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s: Request for a copy of an EWS1, External Wall System … 11 Aug 2023 Partial Maladministration Hightown Housing Association Limited (202121975) Case 202121975 · Managing Relations The complaint is about the landlord’s handling of: The concerns raised by the resident about the safety and condition of … 11 Aug 2023 Partial Maladministration Stockport Homes Limited (202113835) Case 202113835 · Managing Relations The complaint is about: The landlord's handling of the resident’s concerns about rehousing. The condition of the resident’s new home … 10 Aug 2023 Partial Maladministration Aster Group Limited (202214054) Case 202214054 · Moving/Buying/Selling Home The complaint is about: The landlord’s response to the resident’s reports about leaking and drafty windows causing damp and mould … 10 Aug 2023 Partial Maladministration Cross Keys Homes Limited (202118626) Case 202118626 · Estate Management The complaint is about the landlord’s response to the leaseholder’s: Concerns about the communal garden. Objection to the replacement of … 10 Aug 2023 Partial Maladministration Midland Heart Limited (202125636) Case 202125636 · Health and Safety (inc. building safety) The complaint is about: The landlord’s response to the resident’s reports of no heating in the property. The landlord’s response … 9 Aug 2023 Partial Maladministration Anchor Hanover Group (202210054) Case 202210054 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports that the property was too hot. Response to the … 9 Aug 2023 Partial Maladministration Hackney Council (202112672) Case 202112672 · Managing Relations The complaint is about the landlord’s handling of: Concerns raised by the resident about the condition of the property when … 9 Aug 2023 Partial Maladministration Royal Borough of Kensington and Chelsea (202117265) Case 202117265 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s reports of a lighting fault. Complaints handling. 8 Aug 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202212402) Case 202212402 · Managing Relations The complaint is about the landlord’s handling of a property transfer and the size of the second bedroom at the … 8 Aug 2023 Partial Maladministration Midland Heart Limited (202114092) Case 202114092 · Financial REPORT COMPLAINT 202114092 Midland Heart Limited 8 August 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 8 Aug 2023 Partial Maladministration Notting Hill Genesis (NHG) (202213630) Case 202213630 · Financial The complaint is about the landlord’s response to: The resident’s challenge to the level of her service charge in previous … 7 Aug 2023 Partial Maladministration Paragon Asra Housing Limited (202216669) Case 202216669 · Managing Relations The complaint is about: The landlord’s handling of the installation of new lighting within the external communal areas of the … 4 Aug 2023 Partial Maladministration Birmingham City Council (202111745) Case 202111745 · Managing Relations The complaint is about the landlord’s handling of the resident’s: mutual exchange; property repairs; associated complaint. 4 Aug 2023 Partial Maladministration Lambeth Council (202123086) Case 202123086 · Managing Relations The complaint is about: The landlord’s handling of the resident’s request for a management transfer. The landlord’s complaints handling. 4 Aug 2023 Partial Maladministration Sanctuary Housing Association (202204936) Case 202204936 · Estate Management The leaseholder’s complaint is about the landlord’s response to her concerns about: Communal repairs. Communal service provision. The Ombudsman will … 3 Aug 2023 Partial Maladministration Babergh District Council (202208598) Case 202208598 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s report about unsafe electrics in the property. The landlord’s complaint … 3 Aug 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202120157) Case 202120157 · Estate Management The complaint is about the landlord's response to the resident’s reports of disrepair in relation to: Front and balcony doors. … 3 Aug 2023 Partial Maladministration Notting Hill Genesis (NHG) (201906471) Case 201906471 · Estate Management The complaint is about the landlord’s handling of: Repairs to the resident’s front door and back door following reports of … 3 Aug 2023 Partial Maladministration Notting Hill Genesis (NHG) (202108397) Case 202108397 · Managing Relations The complaint is about: The landlord’s handling of the resident’s defective heating system. The landlord’s handling of allegations made about … 3 Aug 2023 Partial Maladministration One Vision Housing Limited (202210514) Case 202210514 · ASB/Abuse/Nuisance This complaint is about: the landlord’s handling of the resident’s reports of antisocial behaviour; the landlord’s decision to restrict contact … 2 Aug 2023 Partial Maladministration Mansfield District Council (202123925) Case 202123925 · Managing Relations The complaint is about how the landlord handled the resident’s reports about her neighbour parking his motorbike in a communal … 2 Aug 2023 Partial Maladministration South Kesteven District Council (202111697) Case 202111697 · ASB/Abuse/Nuisance The resident complains about the landlord’s handling of his reports of antisocial behaviour (ASB). The Ombudsman has also considered the … 1 Aug 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202211158) Case 202211158 · Managing Relations The complaint is about: The landlord’s handling of repairs to the communal door. The landlord’s response to the resident’s concerns … 1 Aug 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202220456) Case 202220456 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the resident’s front door. Reports of rats in the garden. … 31 Jul 2023 Partial Maladministration Birmingham City Council (202108680) Case 202108680 · Managing Relations The complaint is about the landlord’s response to the resident about: repairs for front door seals and a living room … 31 Jul 2023 Partial Maladministration Broadland Housing Association Limited (202125350) Case 202125350 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of a report of antisocial behaviour (ASB) made against the resident. Retention and … 31 Jul 2023 Partial Maladministration Citizen Housing (202115328) Case 202115328 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Request to reconnect his electricity supply. Request for permission to … 31 Jul 2023 Partial Maladministration ForHousing Limited (202121688) Case 202121688 · Estate Management The complaint is about: the landlord’s handling of repairs required to address the heating issues in the resident’s property, in … 31 Jul 2023 Partial Maladministration Great Yarmouth Borough Council (202006889) Case 202006889 · ASB/Abuse/Nuisance REPORT COMPLAINT 202006889 Great Yarmouth Borough Council 31 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 31 Jul 2023 Partial Maladministration Guinness Housing Association Limited (202205434) Case 202205434 · ASB/Abuse/Nuisance The complaint was about the landlord’s response to: The resident’s reports of damp and mould. The resident’s reports of antisocial … 31 Jul 2023 Partial Maladministration Kirklees Council (202220406) Case 202220406 · Managing Relations The complaint concerns: How the landlord responded to reports of leaks from the resident’s shower. The landlord’s decision to decline … 31 Jul 2023 Partial Maladministration London Borough of Brent (202213803) Case 202213803 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB); the associated complaint. 31 Jul 2023 Partial Maladministration Milton Keynes City Council (202107671) Case 202107671 · Managing Relations The complaint is about the landlord’s: handling of repairs issues. response to the resident’s concerns about the condition of the … 31 Jul 2023 Partial Maladministration Nottingham City Council (202007047) Case 202007047 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of noise from the upstairs property. The resident’s reports … 31 Jul 2023 Partial Maladministration Notting Hill Genesis (NHG) (202016598) Case 202016598 · Financial This complaint is about the landlord’s: handling of heating and hot water repairs; response to the resident’s staff conduct concerns; … 31 Jul 2023 Partial Maladministration Paragon Asra Housing Limited (202116346) Case 202116346 · Health and Safety (inc. building safety) The complaint concerns the landlord’s handling of the resident’s reports of: Repairs to the roof and subsequent ceiling repairs. The … 31 Jul 2023 Partial Maladministration Peabody Trust (202117790) Case 202117790 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s concerns about noise from the flat above. The landlord’s handling … 31 Jul 2023 Partial Maladministration Places for People Group Limited (202123879) Case 202123879 · Occupancy Rights The complaint is about: how the landlord responded to the resident’s reports of antisocial behaviour. the landlord’s decision to change … 31 Jul 2023 Partial Maladministration Southern Housing (202121668) Case 202121668 · Managing Relations The complaint is about the resident’s reports of outstanding repairs at the start of the tenancy, in relation to the … 31 Jul 2023 Partial Maladministration Southern Housing Group Limited (202103763) Case 202103763 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the: Resident’s reports of problems with the heating and hot water system. …