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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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13 Jun 2023 Partial Maladministration Lewisham Council (202126424) Case 202126424 · Managing Relations The complaint is about: the landlord’s handling of the resident’s requests for repairs to the boiler, drainage, and plumbing system … 13 Jun 2023 Partial Maladministration Newlon Housing Trust (202210777) Case 202210777 · Information and data management The complaint is about the landlord’s: Response to the resident’s reports of damp and mould Response to the resident’s reports … 13 Jun 2023 Partial Maladministration Platform Housing Group Limited (202125707) Case 202125707 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: The resident’s concerns about the layout of the neighbouring property. The resident’s … 13 Jun 2023 Partial Maladministration Soho Housing Association Limited (202115216) Case 202115216 · Managing Relations The complaint is about: The landlord’s decision to close its community housing scheme. The landlord’s response to the applicant’s complaint … 13 Jun 2023 Partial Maladministration Solihull Metropolitan Borough Council (202010123) Case 202010123 · Health and Safety (inc. building safety) The complaint is about: The landlord’s decision to replace the warm air unit (WAU) in the resident’s property; The landlord’s … 13 Jun 2023 Partial Maladministration Wandsworth Council (202120938) Case 202120938 · ASB/Abuse/Nuisance This complaint is about the landlord’s: Handling of the resident’s concerns about communal cleaning services. Administration of the resident’s service … 12 Jun 2023 Partial Maladministration North West Leicestershire District Council (202210568) Case 202210568 · Managing Relations The complaint is about the landlord’s response to the resident’s: Reports about a warning letter it sent her. Reports about … 12 Jun 2023 Partial Maladministration Notting Hill Genesis (NHG) (202201501) Case 202201501 · Estate Management This complaint is regarding the landlord’s handling of: reports of others parking in the resident’s designated disabled parking bay, and; … 12 Jun 2023 Partial Maladministration Southwark Council (202115107) Case 202115107 · Managing Relations The complaint concerns: How the landlord responded to the resident’s reports of a burst pipe in the building’s pump room. … 10 Jun 2023 Partial Maladministration Clarion Housing Association Limited (202125147) Case 202125147 · Managing Relations The complaint is about the landlord’s: Handling of repairs to the resident’s balcony door. Complaint handling. 9 Jun 2023 Partial Maladministration London Borough of Hackney (202206746) Case 202206746 · Managing Relations The complaint is about: The landlord’s response to the resident’s request for reimbursement of her expenses when experiencing a backflow … 9 Jun 2023 Partial Maladministration Southern Housing Group Limited (202221158) Case 202221158 · Estate Management The complaint is about: The landlord’s pruning of trees in communal areas during the summer. The landlord’s complaint handling. 8 Jun 2023 Partial Maladministration Home Group Limited (202111072) Case 202111072 · Financial This complaint is about the landlord’s response to reports of defects in the doors and windows of a new build … 8 Jun 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202115995) Case 202115995 · Financial The complaint is about the landlord’s: Response to the resident’s dissatisfaction with the major works (external paintwork). Decision to offset … 8 Jun 2023 Partial Maladministration Nottingham City Homes Registered Provider Limited (202217461) Case 202217461 · Managing Relations The complaint concerns: How the landlord handled the resident’s reports of draughts in the property. The associated formal complaint into … 8 Jun 2023 Partial Maladministration Peabody Trust (202125077) Case 202125077 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Request to have her tenancy changed so she could be … 8 Jun 2023 Partial Maladministration Swindon Borough Council (202113605) Case 202113605 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s complaint. 7 Jun 2023 Partial Maladministration Innisfree Housing Association Limited (202112253) Case 202112253 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports about antisocial behaviour (ASB) by her neighbour. The landlord’s … 7 Jun 2023 Partial Maladministration Platform Housing Group Limited (202204569) Case 202204569 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour and the offer of a property … 7 Jun 2023 Partial Maladministration Rochdale Boroughwide Housing Limited (202221843) Case 202221843 · Managing Relations The complaint is about the landlord’s handling of repairs to the heating system. The Ombudsman has also considered the landlord’s … 6 Jun 2023 Partial Maladministration Bromford Housing Group Limited (202110482) Case 202110482 · Financial The complaint is about: Liability for damages and loss caused during a fire at the resident’s home; Liability for damages … 6 Jun 2023 Partial Maladministration Clarion Housing Association Limited (202219451) Case 202219451 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of noise transference from the property above. The landlord’s … 6 Jun 2023 Partial Maladministration Home Group Limited (202205972) Case 202205972 · Managing Relations The complaint is about the landlord’s handling of: The resident’s request for new rear-patio doors. The associated complaint. 6 Jun 2023 Partial Maladministration Notting Hill Genesis (NHG) (202212007) Case 202212007 · Financial This complaint is about: The landlord’s handling of the service charge account which resulted in an overcharge. The landlord’s handling … 6 Jun 2023 Partial Maladministration Poplar Housing And Regeneration Community Association Limited (202110576) Case 202110576 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB); request to be rehoused; associated … 6 Jun 2023 Partial Maladministration The Guinness Partnership Limited (202215678) Case 202215678 · Estate Management The complaint concerns: The standard of garden maintenance on the resident’s estate The condition of the estate’s signage. The associated … 5 Jun 2023 Partial Maladministration Clarion Housing Association Limited (202125916) Case 202125916 · Managing Relations The complaint is about: The landlord's response to a property leak and subsequent remedial repairs. The landlord's handling of the … 3 Jun 2023 Partial Maladministration Lambeth Council (202215187) Case 202215187 · Estate Management The complaint is about the landlord’s: Response to the resident’s request that it remove tree stumps from his garden. Handling … 2 Jun 2023 Partial Maladministration Leeds City Council (202213298) Case 202213298 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s: Reports that its operatives were not wearing personal protective equipment … 2 Jun 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202012728) Case 202012728 · Financial The complaint is about the landlord’s handling of: Repairs to the resident’s property following a leak/flood. The resident’s claim for … 1 Jun 2023 Partial Maladministration Stonewater Limited (202122462) Case 202122462 · Managing Relations The complaint is about: The landlord's response to the resident’s reports of water ingress and the repairs it carried out … 31 May 2023 Partial Maladministration Abri Group Limited (202204958) Case 202204958 · ASB/Abuse/Nuisance REPORT COMPLAINT 202204958 Abri Group Limited 31 May 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 31 May 2023 Partial Maladministration Believe Housing Limited (202123552) Case 202123552 · Financial The complaint is about the landlord’s response to the resident’s: Request for reimbursement for damage caused to her car window … 31 May 2023 Partial Maladministration Islington Council (202014174) Case 202014174 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). A data breach. The resident’s … 31 May 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202110801) Case 202110801 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of leaks. The associated damp and mould in their … 31 May 2023 Partial Maladministration Longhurst Group Limited (202123260) Case 202123260 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB) directed against her. Response to … 31 May 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202204054) Case 202204054 · Financial The complaint is about: the landlord’s administration of the service charge account and its response to the resident’s enquiries. the … 31 May 2023 Partial Maladministration Paragon Asra Housing Limited (202213982) Case 202213982 · Managing Relations The complaint is about: The landlord’s response to the resident’s request to be rehoused on medical grounds. The landlord’s complaint … 31 May 2023 Partial Maladministration Peabody Trust (202104592) Case 202104592 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: The resident’s reports of ASB from a neighbour. The resident’s queries regarding … 31 May 2023 Partial Maladministration Royal Borough of Kensington and Chelsea (202121904) Case 202121904 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the resident’s: Rehousing request; Reports of repairs required at the property; Request … 31 May 2023 Partial Maladministration Shepherds Bush Housing Association Limited (202106895) Case 202106895 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident's reports of a pest infestation in her property. Reports of … 30 May 2023 Partial Maladministration A2Dominion Housing Group Limited (202210765) Case 202210765 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: The resident’s report of damaged cladding. The associated complaint. 30 May 2023 Partial Maladministration Clarion Housing Association Limited (202206490) Case 202206490 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports of damp and mould in her property. response to … 30 May 2023 Partial Maladministration GreenSquareAccord Limited (202105733) Case 202105733 · Managing Relations The complaint is about: the landlord’s handling of a request to level and floor part of their property; and the … 30 May 2023 Partial Maladministration Longhurst Group Limited (202214060) Case 202214060 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Request to be rehoused. 30 May 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202207203) Case 202207203 · Managing Relations The complaint is about the landlord’s response to the resident’s reports about: outstanding repairs required to her taps; damp and … 26 May 2023 Partial Maladministration Anchor Hanover Group (202119769) Case 202119769 · Managing Relations The complaint is regarding: the landlord’s handling of the resident’s request for a walk-in shower to be installed in the … 26 May 2023 Partial Maladministration Brighton Housing Trust (202211942) Case 202211942 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of noise disturbance from the property above. The landlord’s … 26 May 2023 Partial Maladministration LiveWest Homes Limited (202111179) Case 202111179 · ASB/Abuse/Nuisance The complaint concerns: The landlord’s handling of data sent to it by the resident which was shared without the resident’s … 26 May 2023 Partial Maladministration Places for People Group Limited (202010595) Case 202010595 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour (ASB). The resident’s request to be …