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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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13 Jul 2023 Partial Maladministration Paragon Asra Housing Limited (202117783) Case 202117783 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB) and noise nuisance; the resident’s … 12 Jul 2023 Partial Maladministration Islington Council (202121765) Case 202121765 · Estate Management The complaint is about the landlord’s: Decision to grant permission for the installation of storage cabinets in the communal area. … 12 Jul 2023 Partial Maladministration One Housing Group Limited (202117903) Case 202117903 · Managing Relations The complaint is about: The landlord’s handling of the sale of the resident’s shared ownership property; The resident’s claim that … 12 Jul 2023 Partial Maladministration Sovereign Network Homes (202126632) Case 202126632 · Managing Relations REPORT COMPLAINT 202126632 Network Homes Limited 12 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 11 Jul 2023 Partial Maladministration Hyde Housing Association Limited (202116942) Case 202116942 · Managing Relations The complaint is about: The landlord’s response to the resident’s concerns about its management of the sinking fund and repairs … 11 Jul 2023 Partial Maladministration Notting Hill Genesis (NHG) (202120755) Case 202120755 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s concerns regarding the windows in the communal area. Response to … 10 Jul 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202203480) Case 202203480 · Managing Relations The complaint is about the landlord’s response to: The resident’s reports of a leak in the property and the subsequent … 10 Jul 2023 Partial Maladministration Settle Group (202216816) Case 202216816 · Managing Relations The complaint is about: The landlord’s handling of the resident’s kitchen renewal and subsequent compensation offer. The landlord’s handling of … 7 Jul 2023 Partial Maladministration Islington Council (202210745) Case 202210745 · Managing Relations The complaint relates to: The landlord’s management of the mutual exchange process. The landlord’s management of the major works transfer … 7 Jul 2023 Partial Maladministration Lambeth Council (202122594) Case 202122594 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of an ongoing leak caused by outstanding roof repairs. … 6 Jul 2023 Partial Maladministration Home Group Limited (202118097) Case 202118097 · Estate Management The complaint is about: the landlord’s response to the resident’s reports about garden maintenance and the associated service charge. the … 5 Jul 2023 Partial Maladministration A2Dominion Housing Group Limited (202205463) Case 202205463 · Managing Relations The complaint is about the landlord’s: Handling of repairs to a toilet at the property. Handling of the associated complaint. … 4 Jul 2023 Partial Maladministration Cornwall Housing Limited (202204685) Case 202204685 · Managing Relations The complaint is about the landlord’s: handling of repairs to the property’s boiler; complaints handling. 4 Jul 2023 Partial Maladministration Sanctuary Housing Association (202126016) Case 202126016 · Managing Relations The complaint relates to the landlord’s handling of birds nesting and defecating on the resident’s balcony. This Service has also … 3 Jul 2023 Partial Maladministration Cornwall Council (202216451) Case 202216451 · Managing Relations The complaint is about the landlord’s repair of the resident’s heating system and an insulation upgrade which was due at … 3 Jul 2023 Partial Maladministration Nottingham City Homes Registered Provider Limited (202208244) Case 202208244 · Managing Relations The complaint is about: The landlord’s handling of the resident’s mutual exchange application. The landlord’s handling of the associated complaint. 30 Jun 2023 Partial Maladministration A2Dominion Housing Group Limited (202010178) Case 202010178 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. Repairs to the plumbing in … 30 Jun 2023 Partial Maladministration A2Dominion Housing Group Limited (202207964) Case 202207964 · Managing Relations The complaint is about: The landlord’s response to the resident’s report of a faulty fridge-freezer. The landlord’s handling of the … 30 Jun 2023 Partial Maladministration Cornwall Council (202122560) Case 202122560 · Managing Relations The complaint is about the landlord’s handling of: the resident’s concern that the age of his neighbours is a breach … 30 Jun 2023 Partial Maladministration Curo Places Limited (202118805) Case 202118805 · Estate Management The complaint is about: The accuracy of the landlord’s advertisement for the property. The landlord’s response to the resident’s request … 30 Jun 2023 Partial Maladministration Flagship Housing Group Limited (202207360) Case 202207360 · ASB/Abuse/Nuisance REPORT COMPLAINT 202207360 Flagship Housing Group Limited 6 November 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 30 Jun 2023 Partial Maladministration Islington Council (202201578) Case 202201578 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s claim for a personal injury. Response to the resident’s request … 30 Jun 2023 Partial Maladministration Islington Council (202206179) Case 202206179 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: the resident’s reports of water ingress from the balcony and within the … 30 Jun 2023 Partial Maladministration London Borough of Barnet (202109585) Case 202109585 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance and anti-social behaviour (ASB) against her … 30 Jun 2023 Partial Maladministration Longhurst Group Limited (202207920) Case 202207920 · Estate Management The complaint is about the landlord’s response to the resident’s: Concerns about communal cleaning, repairs, and garden maintenance. Associated complaint. 30 Jun 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202103870) Case 202103870 · Financial The resident’s complaint is about: The landlord’s handling of external maintenance and major works. The landlord’s response to the resident’s … 30 Jun 2023 Partial Maladministration Notting Hill Genesis (NHG) (202011240) Case 202011240 · ASB/Abuse/Nuisance The complaint is about: the landlord’s handling of the resident’s reports about noise nuisance, anti-social and threatening behaviour from their … 30 Jun 2023 Partial Maladministration Notting Hill Genesis (NHG) (202201557) Case 202201557 · Managing Relations The complaint is about; The landlord’s handling of an emergency property transfer and the resident’s access to temporary accommodation due … 30 Jun 2023 Partial Maladministration Sandbourne Housing Association (202004362) Case 202004362 · Estate Management The complaint is about the landlord’s: Response to the Covid pandemic. Presence of staff onsite during the pandemic. Handling of … 30 Jun 2023 Partial Maladministration Southern Housing Group Limited (202201579) Case 202201579 · ASB/Abuse/Nuisance REPORT COMPLAINT 2022015799 Southern Housing Group Limited 30 June 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 30 Jun 2023 Partial Maladministration Stonewater Limited (202126957) Case 202126957 · Financial The complaint is about the landlord’s: response to the resident’s: Subject Access Request (SAR); concerns about her service charge; concerns … 29 Jun 2023 Partial Maladministration A2Dominion Housing Group Limited (202008357) Case 202008357 · Managing Relations The complaint concerns the landlord’s handling of: The resident’s reports of damp and mould in her previous property. The resident’s … 29 Jun 2023 Partial Maladministration A2Dominion Housing Group Limited (202122709) Case 202122709 · Managing Relations The complaint is about: The landlord's handling of the resident's decant. The landlord's handling of the resident's request to access … 29 Jun 2023 Partial Maladministration Aster Group Limited (202222222) Case 202222222 · Managing Relations The complaint concerns: The landlord’s handling of the resident’s report of damp and mould in her bathroom. Complaint Handling. 29 Jun 2023 Partial Maladministration Basildon Borough Council (202115032) Case 202115032 · Managing Relations The complaint is about: A dispute over the responsibility for repairs to resolve water ingress at the resident’s property. How … 29 Jun 2023 Partial Maladministration Birmingham City Council (202103379) Case 202103379 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour and harassment. The landlord’s handling of … 29 Jun 2023 Partial Maladministration Clarion Housing Association Limited (202016549) Case 202016549 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: A mutual exchange. Repairs to the property and a pest infestation. The … 29 Jun 2023 Partial Maladministration Clarion Housing Association Limited (202017611) Case 202017611 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s: Report of damp and mould in the property on becoming … 29 Jun 2023 Partial Maladministration Clarion Housing Association Limited (202106834) Case 202106834 · Information and data management REPORT COMPLAINT 202106834 Clarion Housing Association Limited 29 June 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 29 Jun 2023 Partial Maladministration Hyde Housing Association Limited (202114946) Case 202114946 · Financial The complaint is about the landlord’s handling of: The resident’s concerns about the fire remediation works, including how long the … 29 Jun 2023 Partial Maladministration Hyde Housing Association Limited (202206410) Case 202206410 · Managing Relations The complaint is about: The landlord’s handling of repairs to a fence. The landlord’s response to the resident’s concerns about … 29 Jun 2023 Partial Maladministration Islington Council (202012629) Case 202012629 · Financial The complaint is about the landlord’s handling of: the resident’s report of a sewage leak into her home and her … 29 Jun 2023 Partial Maladministration Royal Borough Of Greenwich (202221169) Case 202221169 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the resident’s kitchen. Repairs to the resident’s fencing. The associated … 29 Jun 2023 Partial Maladministration Sanctuary Housing Association (202218488) Case 202218488 · Managing Relations The complaint is about the landlord’s response to: Reports of damp and mould. Vibrations the resident reported. Handling of the … 29 Jun 2023 Partial Maladministration Saxon Weald (202014246) Case 202014246 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the: Reports of noise disturbance and anti-social behaviour (ASB) at the resident’s … 28 Jun 2023 Partial Maladministration Clarion Housing Association Limited (202223313) Case 202223313 · Old Property Condition migrated-2025 The complaint is about the freeholder’s handling of: repairs to the patio doors. reported heating issues in the property. 28 Jun 2023 Partial Maladministration Guinness Housing Association Limited (202121759) Case 202121759 · Managing Relations REPORT COMPLAINT 202121759 Guinness Housing Association Limited 28 June 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 28 Jun 2023 Partial Maladministration Home Group Limited (202118954) Case 202118954 · Estate Management The complaint is about the landlords: Handling of the residents reports of defects at his property. Handling of the residents … 28 Jun 2023 Partial Maladministration Hyde Housing Association Limited (202014780) Case 202014780 · Information and data management The complaint is about the landlord’s handling of: Repairs, in particular: Replacement windows. A blocked toilet. A boiler repair. A … 28 Jun 2023 Partial Maladministration Islington Council (202010660) Case 202010660 · Financial The complaint is about: The landlord’s handling of repairs to the roof of the building. The landlord’s response to the …