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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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18 Apr 2023 Partial Maladministration London & Quadrant Housing Trust (202125842) Case 202125842 · Financial The complaint is about the landlord’s response to the resident’s enquiries about: The increase in level, apportionment and reasonableness of … 18 Apr 2023 Partial Maladministration The Guinness Partnership Limited (202120574) Case 202120574 · Financial The complaint is about the landlord’s: Response to the report that the gas supply had been capped since the resident … 17 Apr 2023 Partial Maladministration Clarion Housing Association Limited (202204038) Case 202204038 · Financial The complaint is about the: The reasonableness of the service charge for the 2018/19 financial year. Information provided about the … 17 Apr 2023 Partial Maladministration Guinness Housing Association Limited (202207316) Case 202207316 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of drainage issues in her shower and her request … 17 Apr 2023 Partial Maladministration London Borough of Hillingdon (202010313) Case 202010313 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of poor staff conduct. Medical evidence to support the … 17 Apr 2023 Partial Maladministration London & Quadrant Housing Trust (202206955) Case 202206955 · Financial The complaint is about the landlord’s response to the resident’s enquiries about: The level and liability of service charges. Service … 17 Apr 2023 Partial Maladministration Manchester City Council (202119702) Case 202119702 · Managing Relations The complaint is about the landlord’s handling of: Water leaking into the resident’s property. The associated complaint. 13 Apr 2023 Partial Maladministration Haringey London Borough Council (202123855) Case 202123855 · Financial The complaint is about: The repairs service provided by the landlord following a burst pipe in the property. The suitability … 13 Apr 2023 Partial Maladministration Ongo Homes Limited (202204205) Case 202204205 · Managing Relations The complaint is about the landlord’s handling of: Decoration to the resident’s bathroom and dining room and a banister repair. … 13 Apr 2023 Partial Maladministration Orbit Housing Association Limited (202123222) Case 202123222 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of damp and mould in his property. The Ombudsman … 13 Apr 2023 Partial Maladministration Peabody Trust (202128473) Case 202128473 · Financial The complaint is about the landlord’s handling of: - The resident's decant from her property following the collapse of upstairs … 13 Apr 2023 Partial Maladministration Sovereign Living Limited (202204942) Case 202204942 · Managing Relations The complaint is about: The length of time it took the landlord to provide the management pack required for the … 13 Apr 2023 Partial Maladministration The Community Housing Group Limited (202106309) Case 202106309 · Managing Relations The complaint is about the landlord’s response to the resident’s request for the neighbour to store their rubbish bins within … 11 Apr 2023 Partial Maladministration A2Dominion Housing Group Limited (202107587) Case 202107587 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of reports that the resident behaved unacceptably towards its staff. The landlord’s handling … 11 Apr 2023 Partial Maladministration London Borough of Redbridge (202120423) Case 202120423 · Old Property Condition migrated-2025 The complaint is about: The landlord’s response to the resident’s request to extend her property. The landlord’s decision to refuse … 11 Apr 2023 Partial Maladministration Sheffield City Council (202119437) Case 202119437 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports about a hot water tank leak and damage to … 6 Apr 2023 Partial Maladministration Paragon Asra Housing Limited (202112236) Case 202112236 · Estate Management REPORT COMPLAINT 202112236 Paragon Asra Housing Limited 6 April 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 6 Apr 2023 Partial Maladministration Southwark Council (202207965) Case 202207965 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of a pigeon pest control issue. The associated complaint. 6 Apr 2023 Partial Maladministration Wandle Housing Association Limited (202205585) Case 202205585 · Financial The complaint is about the landlord’s handling of the resident’s request that it: Redecorate his bathroom following water leaks. Compensate … 5 Apr 2023 Partial Maladministration Abri Group Limited (202216490) Case 202216490 · Managing Relations The complaint is about: a proposed 5G installation on a landlord owned building near to the resident’s property, and; the … 5 Apr 2023 Partial Maladministration Southwark Council (202113518) Case 202113518 · Financial The complaint is about: The landlord’s handling of the resident’s rent account. The landlord’s response to the resident’s concerns about … 3 Apr 2023 Partial Maladministration Hammersmith and Fulham Council (202015474) Case 202015474 · Managing Relations The resident has complained about the landlord’s handling of: An application to split the household. The subsequent formal complaint. 3 Apr 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202203033) Case 202203033 · Financial The complaint is about the landlord’s: Handling of the resident’s request not to return to her property following a decant … 31 Mar 2023 Partial Maladministration A2Dominion Housing Group Limited (202002090) Case 202002090 · Managing Relations The complaint is about the landlord’s response to the resident’s concerns about: his application to purchase a property through the … 31 Mar 2023 Partial Maladministration GreenSquareAccord Limited (202110891) Case 202110891 · Estate Management The resident complained about: How the landlord handled concerns he raised about repairs to: 31 Mar 2023 Partial Maladministration Home Group Limited (202126796) Case 202126796 · Financial The resident’s complaint is about: The landlords handling of the resident’s dissatisfaction with the standard of communal cleaning. The landlords … 31 Mar 2023 Partial Maladministration Islington Council (202116228) Case 202116228 · ASB/Abuse/Nuisance The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour (ASB) reported up to 19 March … 31 Mar 2023 Partial Maladministration London & Quadrant Housing Trust (202015069) Case 202015069 · Estate Management The complaint is about the landlord’s: Decision making around a store cupboard in a communal area. Level of communication. Complaint … 31 Mar 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202007203) Case 202007203 · Managing Relations The complaint is about the landlord’s: Response to the resident’s concerns about damaged internal doors; Response to the resident’s reports … 31 Mar 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202012566) Case 202012566 · Health and Safety (inc. building safety) The complaint is about: The level of compensation offered by the landlord in relation to the toilet repairs. The landlord’s … 31 Mar 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202113505) Case 202113505 · Estate Management The complaint is about the landlord’s: decision making around a storage cupboard n a communal area. level of communication. complaint … 31 Mar 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202202845) Case 202202845 · Financial This complaint is about: The leaseholder’s assertion the landlord breached its legal obligations around handling service charge funds. The landlord’s: … 31 Mar 2023 Partial Maladministration Manchester City Council (202127494) Case 202127494 · Managing Relations The complaint is about: The landlord’s handling of a leak from the resident’s boiler and the associated damage. The landlord’s … 31 Mar 2023 Partial Maladministration The Guinness Partnership Limited (202202467) Case 202202467 · Financial The complaint is about: The landlord’s handling of the resident’s rent account. The landlord’s use of a third party rent … 31 Mar 2023 Partial Maladministration The Guinness Partnership Limited (202210209) Case 202210209 · ASB/Abuse/Nuisance The complaint is about: the landlord’s handling of a skirting repair and associated offer of compensation; the resident’s concerns that … 31 Mar 2023 Partial Maladministration The Riverside Group Limited (202206444) Case 202206444 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s noise reports. The landlord’s complaint handling. 30 Mar 2023 Partial Maladministration Clarion Housing Association Limited (202122624) Case 202122624 · Estate Management The complaint concerns: How the landlord handled an electric repair in the communal area of the building. The associated formal … 30 Mar 2023 Partial Maladministration London & Quadrant Housing Trust (202205532) Case 202205532 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: The resident’s report of noise from her upstairs neighbour. Reports about outstanding … 30 Mar 2023 Partial Maladministration Sanctuary Housing Association (202204755) Case 202204755 · Estate Management The complaint is about the landlord’s: record keeping and communication regarding tree works in the communal area; handling of concerns … 30 Mar 2023 Partial Maladministration The Industrial Dwellings Society (1885) Limited (202128513) Case 202128513 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s bathroom replacement. Record keeping. 30 Mar 2023 Partial Maladministration The Riverside Group Limited (202111905) Case 202111905 · Financial The complaint is about: The time taken for the landlord to amend the resident’s service charge. The landlord’s complaint handling. 30 Mar 2023 Partial Maladministration Wandle Housing Association Limited (202009248) Case 202009248 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Requests for repairs to her kitchen cabinet lights. Complaint. 30 Mar 2023 Partial Maladministration Wandle Housing Association Limited (202125476) Case 202125476 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the resident’s kitchen. The resident’s request for a replacement kitchen. … 30 Mar 2023 Partial Maladministration Whitefriars Housing Group Limited (202006631) Case 202006631 · ASB/Abuse/Nuisance REPORT COMPLAINT 202006631 Whitefriars Housing Group Limited 30 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 29 Mar 2023 Partial Maladministration Adur District Council (201712818) Case 201712818 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: Disabled adaptions to the resident’s property. The resident’s reports of anti-social behaviour(ASB). 29 Mar 2023 Partial Maladministration Southwark Council (202203904) Case 202203904 · Health and Safety (inc. building safety) The complaint is about: The landlord’s response to the resident’s request for the wording in a fire risk assessment to … 29 Mar 2023 Partial Maladministration Westminster City Council (202206250) Case 202206250 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the loss of heating in the property. The landlord’s response to the … 29 Mar 2023 Partial Maladministration Yorkshire Housing Limited (201913281) Case 201913281 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of a humming or buzzing noise at the property. … 28 Mar 2023 Partial Maladministration Beyond Housing Limited (202122510) Case 202122510 · Managing Relations The complaint is about the landlord’s handling of: Reports of a rat infestation in the property. The associated complaint. 28 Mar 2023 Partial Maladministration Clarion Housing Association Limited (202123152) Case 202123152 · ASB/Abuse/Nuisance The complaint is the landlord’s handling of: The resident’s reports of noise nuisance within the property. The associated complaint.