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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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28 Mar 2023 Partial Maladministration East Midlands Housing Group Limited (202119605) Case 202119605 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of drainage issues at the property, including the length … 28 Mar 2023 Partial Maladministration Haringey London Borough Council (202100791) Case 202100791 · Financial The complaint is about the landlord’s: Response to and handling of a leak into the resident’s property. Handling of the … 28 Mar 2023 Partial Maladministration Leeds City Council (202114847) Case 202114847 · Managing Relations The complaint is about the landlord’s response to: the resident’s report of a bedbug infestation; repair requests made by the … 27 Mar 2023 Partial Maladministration Guinness Housing Association Limited (202201117) Case 202201117 · Managing Relations The complaint is about the landlord’s: response to reports of sink back surges into his property; handling of the associated … 27 Mar 2023 Partial Maladministration London Borough of Newham (202210318) Case 202210318 · Managing Relations The complaint is about the landlord's: Handling of adaptation works carried out to the resident’s bathroom. Response to the resident’s … 27 Mar 2023 Partial Maladministration Paragon Asra Housing Limited (201816234) Case 201816234 · Managing Relations The complaint relates to the landlord’s handling of a request for disclosure of CCTV footage. This Service has also considered … 24 Mar 2023 Partial Maladministration Sheffield City Council (202200707) Case 202200707 · Health and Safety (inc. building safety) The complaint is about: The landlord’s handling of the resident’s concerns about structural issues and cracking within her home. The … 22 Mar 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202014885) Case 202014885 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of a leaking tap in September 2020. Handling of … 22 Mar 2023 Partial Maladministration Sovereign Housing Association Limited (202206099) Case 202206099 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB). Concerns regarding the upkeep of … 22 Mar 2023 Partial Maladministration Stonewater Limited (202214785) Case 202214785 · Managing Relations The complaint is about the landlord’s: handling of the kitchen replacement works following a leak into the property; complaints handling. 21 Mar 2023 Partial Maladministration Leeds City Council (202116938) Case 202116938 · Managing Relations The complaint is about the landlord’s handling of repairs for: leaks that caused damp, mould, and damage. gaps in electrical … 21 Mar 2023 Partial Maladministration Sanctuary Housing Association (202001089) Case 202001089 · Managing Relations This complaint is about: The electricity meter reading taken by the landlord at the beginning of the tenancy. The subsequent … 21 Mar 2023 Partial Maladministration Thames Valley Housing Association Limited (202128369) Case 202128369 · Managing Relations The complaint is about: The landlord’s handling of the resident’s request for a EWS1 (Exterior Wall Safety form) to enable … 20 Mar 2023 Partial Maladministration Broadland Housing Association Limited (202112894) Case 202112894 · Managing Relations The complaint is about the landlord’s response to the resident’s reports about: damp and mould. the handling of the decant. … 20 Mar 2023 Partial Maladministration Home Group Limited (202114545) Case 202114545 · ASB/Abuse/Nuisance The complaint concerns: The landlord’s response to the resident’s anti-social behaviour reports including concerns about the neighbours’ parking. The related … 20 Mar 2023 Partial Maladministration South Tyneside Council (202124147) Case 202124147 · ASB/Abuse/Nuisance The resident complains about the landlord’s: 17 Mar 2023 Partial Maladministration Onward Homes Limited (202201976) Case 202201976 · Health and Safety (inc. building safety) The complaint is about: The landlord’s response to the resident's reports of mould in the property ; The landlord’s response … 17 Mar 2023 Partial Maladministration Peabody Trust (202103988) Case 202103988 · Managing Relations The complaint is about: 17 Mar 2023 Partial Maladministration Reading Borough Council (202120998) Case 202120998 · Estate Management The complaint is about the landlord’s: Response to the resident’s concerns about ad-hoc visits and the conduct of a member … 16 Mar 2023 Partial Maladministration Birmingham City Council (202200471) Case 202200471 · ASB/Abuse/Nuisance The complaint is about the landlord’s: handling of the antisocial behaviour (ASB) case involving the resident and her neighbour; response … 16 Mar 2023 Partial Maladministration Brighton and Hove City Council (202119154) Case 202119154 · Managing Relations The complaint is about: the landlord’s response to the resident’s request that his tenancy be assigned to his son; the … 16 Mar 2023 Partial Maladministration Citizen Housing (202115368) Case 202115368 · Managing Relations The complaint is about the landlord’s: response to a leak from the water tank in the loft of the property, … 16 Mar 2023 Partial Maladministration Hammersmith and Fulham Council (202203108) Case 202203108 · Health and Safety (inc. building safety) The complaint is about: The landlord’s response to the resident’s reports about disruption, including cold and noise caused by building … 16 Mar 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202120914) Case 202120914 · Managing Relations The complaint is about: The landlord’s response to reports of a moth infestation in the property, and its subsequent compensation … 15 Mar 2023 Partial Maladministration London Borough of Hounslow (202120565) Case 202120565 · Managing Relations The complaint concerns: How the landlord handled the replacement of the boiler in the resident’s property. The associated formal complaint … 14 Mar 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202012865) Case 202012865 · Information and data management This complaint is about the landlord’s: Response to the resident’s ongoing damp and mould concerns; Response to the resident’s various … 14 Mar 2023 Partial Maladministration Metropolitan Thames Valley Housing (202208682) Case 202208682 · Managing Relations The complaint is about: The level of compensation offered by the landlord for its handling of boiler repairs. The landlord’s … 13 Mar 2023 Partial Maladministration Connect Housing Association Limited (202113795) Case 202113795 · Health and Safety (inc. building safety) This complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs at her home, including internal door … 13 Mar 2023 Partial Maladministration Hyde Housing Association Limited (202116234) Case 202116234 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s reports about: Asbestos at the property. Lighting at the property. … 13 Mar 2023 Partial Maladministration Magenta Living (202208900) Case 202208900 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of damaged fences. Handling of the associated complaint. 11 Mar 2023 Partial Maladministration One Vision Housing Limited (202213153) Case 202213153 · Estate Management The complaint is about the landlord’s response to: Reports of overgrown trees in the neighbour’s garden. Request to repair damage … 11 Mar 2023 Partial Maladministration Poplar Housing And Regeneration Community Association Limited (202204748) Case 202204748 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of a: Leak in the property. Mice infestation in … 10 Mar 2023 Partial Maladministration Home Group Limited (202123009) Case 202123009 · ASB/Abuse/Nuisance The complaint is about the landlord’s: handling of the resident’s reports of anti-social behaviour (ASB); response to the resident’s complaint. 10 Mar 2023 Partial Maladministration Wiltshire Council (202118464) Case 202118464 · ASB/Abuse/Nuisance The complaint is about: The suitability of the property allocated by the landlord. The landlord’s handling of the resident’s concerns … 9 Mar 2023 Partial Maladministration Habinteg Housing Association Limited (202123375) Case 202123375 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports about: a text sent about a repair. the removal … 9 Mar 2023 Partial Maladministration Notting Hill Genesis (202113538) Case 202113538 · ASB/Abuse/Nuisance This complaint is about the landlord’s: response to the resident’s: request for alternative accommodation; reports of anti-social behaviour (ASB); reports … 8 Mar 2023 Partial Maladministration Clarion Housing Association Limited (202112214) Case 202112214 · Managing Relations The complaint is about the landlord’s: Handling of the sale of the resident’s interest in her shared ownership property. Response … 8 Mar 2023 Partial Maladministration London Borough of Ealing (202119133) Case 202119133 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance from his and a neighbour’s light … 7 Mar 2023 Partial Maladministration Havering Council (202207452) Case 202207452 · Estate Management The complaint is about: The landlord’s handling of the resident’s concerns regarding its grounds maintenance with regards to weeds. The … 6 Mar 2023 Partial Maladministration Sanctuary Housing Association (202109342) Case 202109342 · Financial The complaint is about: The landlord’s management of the resident’s rent account and her dissatisfaction with the credit reimbursed by … 4 Mar 2023 Partial Maladministration Onward Homes Limited (202207051) Case 202207051 · Managing Relations The complaint is about the landlord’s handling of: The resident’s concerns about cyclical works to steps at the rear of … 3 Mar 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202211289) Case 202211289 · Estate Management The complaint is about the landlord’s: Handling of the resident’s concerns regarding the CCTV at the property prior to 2021. … 3 Mar 2023 Partial Maladministration Stonewater Limited (202201013) Case 202201013 · Managing Relations The complaint is about: 2 Mar 2023 Partial Maladministration Great Places Housing Association (202200713) Case 202200713 · Managing Relations REPORT COMPLAINT 202200713 Great Places Housing Association 2 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 2 Mar 2023 Partial Maladministration Lambeth Council (202203500) Case 202203500 · Managing Relations The complaint is about the landlord: providing incorrect information to the resident to arrange a gas safety check; declining to … 2 Mar 2023 Partial Maladministration Southern Housing Group Limited (202111826) Case 202111826 · Estate Management The complaint is about the landlord’s: Response to the resident’s reports of a leak to the communal area of their … 1 Mar 2023 Partial Maladministration Bournemouth Churches Housing Association Limited (202205550) Case 202205550 · Managing Relations REPORT COMPLAINT 202205550 Bournemouth Churches Housing Association Ltd 1 March 2023 Our approach The Housing Ombudsman’s approach to investigating and … 1 Mar 2023 Partial Maladministration Bristol City Council (202015210) Case 202015210 · ASB/Abuse/Nuisance The complaint is regarding the landlord’s: Response to the resident’s concerns about the suitability of his property. Response to the … 1 Mar 2023 Partial Maladministration Harlow District Council (202211247) Case 202211247 · Financial The complaint is about: The landlord’s decision not to remove charges for repair works for leaks from the resident’s service … 1 Mar 2023 Partial Maladministration Hyde Housing Association Limited (202016491) Case 202016491 · Managing Relations The complaint is about the landlord’s response to the resident’s: Requests for sound insulation to be installed in the property. …