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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

Stacked by outcome

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 Jul 2023 Partial Maladministration Southway Housing Trust (Manchester) Limited (202108049) Case 202108049 · Financial The complaint is about the landlord’s handling of: Repairs to the front door. Repairs to the skirting board. Re-sealing the … 31 Jul 2023 Partial Maladministration Wandsworth Council (202127810) Case 202127810 · Financial The complaint concerns: the landlord’s handling of the resident’s reports of multiple repairs to the property. the landlord’s response to … 30 Jul 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202212019) Case 202212019 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports about a pest infestation; response to the resident’s request … 29 Jul 2023 Partial Maladministration Optivo (now Southern Housing) (202208944) Case 202208944 · Managing Relations The complaint concerns is about the landlord’s: response to the resident’s reports about the condition of the radiators in the … 28 Jul 2023 Partial Maladministration A2Dominion Housing Group Limited (202011791) Case 202011791 · Information and data management The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Reports of damage caused by … 28 Jul 2023 Partial Maladministration Beyond Housing Limited (202209805) Case 202209805 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident's reports of anti social behaviour (ASB). Response to the resident’s … 28 Jul 2023 Partial Maladministration Bromford Housing Group Limited (202125691) Case 202125691 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in the property, and the … 28 Jul 2023 Partial Maladministration Lambeth Council (202203038) Case 202203038 · Financial This is about: The resident’s complaint about missed appointments. How the landlord handled a leak into the resident’s property. How … 28 Jul 2023 Partial Maladministration Notting Hill Genesis (NHG) (202104209) Case 202104209 · ASB/Abuse/Nuisance The complaint is about the landlord’s management and handling of: reports of antisocial behaviour and allegations of subletting made against … 28 Jul 2023 Partial Maladministration Optivo (now Southern Housing) (202203569) Case 202203569 · ASB/Abuse/Nuisance The complaint is about: The landlord's response to the resident’s report he could not reach the out of hours service. … 28 Jul 2023 Partial Maladministration Sanctuary Housing Association (202207260) Case 202207260 · Estate Management The resident has complained about the landlord’s handling of: her request for operatives to wear new PPE during visits. her … 28 Jul 2023 Partial Maladministration South Liverpool Homes Limited (202221149) Case 202221149 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Handling of the resident’s succession of her mother’s tenancy and associated rent arrears. Handling … 27 Jul 2023 Partial Maladministration Guinness Housing Association Limited (202216676) Case 202216676 · Managing Relations The complaint is about the landlord’s handling of the resident’s: reports of mould at the property. associated complaint. 27 Jul 2023 Partial Maladministration Leeds City Council (202212888) Case 202212888 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the radiators. Repairs to the electrics. … 27 Jul 2023 Partial Maladministration LiveWest Homes Limited (202209620) Case 202209620 · Managing Relations The complaint is about: The landlord’s delay to completing repairs to the outside wall of the resident’s property. The landlord’s … 27 Jul 2023 Partial Maladministration One Housing Group (202214682) Case 202214682 · Managing Relations The complaint is about the landlord’s handling of: the resident’s request for adaptations to the doors in communal areas of … 27 Jul 2023 Partial Maladministration Orbit Group Limited (202203454) Case 202203454 · Estate Management The complaint is about the landlord’s response to the resident's concerns relating to: parking issues and information relating to parking, … 27 Jul 2023 Partial Maladministration Shepherds Bush Housing Association Limited (202120508) Case 202120508 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Handling of the works to remedy the faults found to the gas supply serving … 27 Jul 2023 Partial Maladministration The Riverside Group Limited (202117523) Case 202117523 · Estate Management The complaint is about: The landlord’s handling and communication in relation to fire safety works and the provision of EWS1. … 26 Jul 2023 Partial Maladministration Clarion Housing Association Limited (202122932) Case 202122932 · Managing Relations The complaint is about the landlord’s handling of damp reports and repair requests. The landlord’s handling of the related complaint. 26 Jul 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202210590) Case 202210590 · Financial The complaint is about: the delays in providing a breakdown of service charges and the handling of the resident’s queries. … 26 Jul 2023 Partial Maladministration Origin Housing Limited (202004858) Case 202004858 · Managing Relations The complaint is about the landlord's handling of: repairs in respect of damp and mould; the subsequent complaint and its … 26 Jul 2023 Partial Maladministration Your Housing Limited (202206025) Case 202206025 · Managing Relations The complaint is about the landlord’s handling of the resident’s: reports of a mice infestation in her home; reports of … 25 Jul 2023 Partial Maladministration Camden Council (202211999) Case 202211999 · Financial The complaint is about: The landlord’s handling of leaks from a soil pipe. The landlord’s handling of repairs to the … 25 Jul 2023 Partial Maladministration Clarion Housing Association Limited (202205997) Case 202205997 · Managing Relations This complaint is about the landlord’s handling of: The boiler replacement. Reports of mould within the property. The resident’s request … 25 Jul 2023 Partial Maladministration Islington Council (202127226) Case 202127226 · Estate Management The complaint is about: The landlord’s decision to lease out a bin storage area on the estate, without consultation. The … 25 Jul 2023 Partial Maladministration Southern Housing Group Limited (202204941) Case 202204941 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB), including noise nuisance. The associated … 24 Jul 2023 Partial Maladministration Home Group Limited (202204375) Case 202204375 · Estate Management This complaint is about the managing agent’s response to: Damage caused by a pigeon infestation. Reports of inconsiderate use of … 24 Jul 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202202295) Case 202202295 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour. The landlord’s complaint handling. 24 Jul 2023 Partial Maladministration Shepherds Bush Housing Association Limited (202201412) Case 202201412 · Managing Relations The complaint is about the landlord’s decision not to convert the loft, to provide an additional bedroom and bathroom for … 21 Jul 2023 Partial Maladministration Clarion Housing Association Limited (202123207) Case 202123207 · Managing Relations The complaint is about the landlord’s handling of: A leak into the resident’s property from the flat above. The associated … 21 Jul 2023 Partial Maladministration Hammersmith and Fulham Council (202109735) Case 202109735 · ASB/Abuse/Nuisance The complaint is about the landlord’s: response to the resident’s Freedom of Information (FOI) requests; response to the resident’s concerns … 21 Jul 2023 Partial Maladministration LiveWest Homes Limited (202216570) Case 202216570 · Estate Management The complaint is about: The standard of cleaning to communal areas. The landlord’s lack of communication. The decoration of the … 21 Jul 2023 Partial Maladministration Southwark Council (202126857) Case 202126857 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of: A loss of heating and hot water. Leaks … 21 Jul 2023 Partial Maladministration Sovereign Housing Association Limited (202127436) Case 202127436 · Managing Relations REPORT COMPLAINT 202127436 Sovereign Housing Association Limited 21 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 21 Jul 2023 Partial Maladministration The Riverside Group Limited (202117955) Case 202117955 · Estate Management The complaint is about: The landlord’s handling of repairs to the communal electric car park gates. The level of the … 21 Jul 2023 Partial Maladministration Woking Borough Council (202122187) Case 202122187 · Estate Management This complaint is about: How the landlord handled the resident’s permanent move. How the landlord handled estate and building management. … 20 Jul 2023 Partial Maladministration Clarion Housing Association Limited (202201723) Case 202201723 · Financial The complaint is about the landlord’s handling of: The mutual exchange and associated issues regarding the condition of the property … 20 Jul 2023 Partial Maladministration Hammersmith and Fulham Council (202223539) Case 202223539 · Financial The complaint is about the landlord’s: management of the resident’s rent; handling of soundproofing works and other repairs to the … 19 Jul 2023 Partial Maladministration Clarion Housing Association Limited (202203264) Case 202203264 · Managing Relations The complaint is about the landlord’s: handling of the resident’s reports of leaks from the property above, and; complaint handling. 19 Jul 2023 Partial Maladministration Home Group Limited (202208159) Case 202208159 · Managing Relations The complaint is about the landlord’s: Handling of reports of damp and mould. Decision not to insulate the property. This … 19 Jul 2023 Partial Maladministration Islington Council (202216141) Case 202216141 · Estate Management REPORT COMPLAINT 202216141 Islington Council 19 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 19 Jul 2023 Partial Maladministration London Borough of Croydon (202122556) Case 202122556 · ASB/Abuse/Nuisance This complaint is about: The landlord’s Noise Pollution Team’s response to the resident’s reports of noise nuisance. The landlord’s response … 18 Jul 2023 Partial Maladministration Inquilab Housing Association Limited (202117243) Case 202117243 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB); reports of her difficulties in … 18 Jul 2023 Partial Maladministration Thurrock Council (202204868) Case 202204868 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: Repairs to the bathroom floor. A sewage leak in the garden. 17 Jul 2023 Partial Maladministration Camden Council (202017192) Case 202017192 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Use of a communal garden. Associated complaint. 17 Jul 2023 Partial Maladministration Guinness Housing Association Limited (202124293) Case 202124293 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in her property. The landlord’s … 17 Jul 2023 Partial Maladministration London Borough of Enfield (202212869) Case 202212869 · Estate Management The complaint is about: The resident’s request for a suitability review of the property. The state of repair of the … 17 Jul 2023 Partial Maladministration One Housing Group Limited (202123874) Case 202123874 · Financial The complaint relates to: The landlord’s response to the resident’s concerns over its handling of service charges. The landlord’s handling … 14 Jul 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202017341) Case 202017341 · Information and data management The complaint relates to: The landlords handling of the flooring repairs. The landlords handling of the resident’s request for the …