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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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1 Mar 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202118322) Case 202118322 · Financial The complaint is about: The level of rent charged by the landlord for the property. The landlord’s response to the … 1 Mar 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202119915) Case 202119915 · Financial The complaint is about: The landlord’s handling of the resident’s reports about damp and mould including its handling of the … 1 Mar 2023 Partial Maladministration Metropolitan Thames Valley Housing (202203806) Case 202203806 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports that there was no hot water in the property. … 1 Mar 2023 Partial Maladministration Sanctuary Housing Association (202120877) Case 202120877 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of tiling repairs in her kitchen and bathroom. The … 1 Mar 2023 Partial Maladministration Southern Housing Group Limited (202103252) Case 202103252 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of outstanding repairs at the property. Complaint handling. 1 Mar 2023 Partial Maladministration Tower Hamlets Homes (202209911) Case 202209911 · Managing Relations The complaint concerns the landlord’s handling of reports of water ingress into the resident’s property and the level of compensation … 1 Mar 2023 Partial Maladministration Yorkshire Housing Limited (202114590) Case 202114590 · Managing Relations REPORT COMPLAINT 202114590 Yorkshire Housing Limited 1 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 28 Feb 2023 Partial Maladministration Aster Group Limited (201915243) Case 201915243 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s reports about: the signup process. the condition of the flooring … 28 Feb 2023 Partial Maladministration Jigsaw Homes Group Limited (202204058) Case 202204058 · ASB/Abuse/Nuisance The complaint was about: The landlord’s response to the resident’s reports of antisocial behaviour.(ASB) The resident’s request to install sound-proofing … 28 Feb 2023 Partial Maladministration Lambeth Council (202014249) Case 202014249 · Estate Management The complaint is about the landlord’s: Response to the resident’s reports of an alleged illegal structure built by the neighbour … 28 Feb 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202111330) Case 202111330 · Managing Relations The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s handling of the process of … 28 Feb 2023 Partial Maladministration Notting Hill Genesis (202105836) Case 202105836 · Financial The complaint is about the landlord’s: Response to the resident’s concern’s over the accuracy and transparency of service charge billing. … 28 Feb 2023 Partial Maladministration Optivo (now Southern Housing) (202112884) Case 202112884 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of: Excessive noise and anti-social behaviour from a neighbour. … 28 Feb 2023 Partial Maladministration Stonewater Limited (202118293) Case 202118293 · Moving/Buying/Selling Home The resident complained about the landlord’s handling of: Repairs to the property reported in August 2021. Their request for a … 28 Feb 2023 Partial Maladministration Wandsworth Council (202122729) Case 202122729 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of noise disturbance from Flat A. The landlord’s response … 27 Feb 2023 Partial Maladministration Clarion Housing Association Limited (202013081) Case 202013081 · Information and data management This complaint is about the landlord’s: Response to various issues including: leaks, damp, asbestos and a defective boiler; Handling of … 27 Feb 2023 Partial Maladministration GreenSquareAccord Limited (202004624) Case 202004624 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling and response to the: issue of an eviction notice; resident’s reports of noise … 27 Feb 2023 Partial Maladministration Home Group Limited (202120696) Case 202120696 · Financial The complaint is about the landlord’s handling of: Major works to the property and the necessary decants for the works … 27 Feb 2023 Partial Maladministration Peabody Trust (202101617) Case 202101617 · Old Property Condition migrated-2025 This complaint is about the landlord’s response to: The resident’s concerns about the condition of the property when let. The … 27 Feb 2023 Partial Maladministration Poole Housing Partnership Ltd (202113794) Case 202113794 · Managing Relations The complaint concerns: The landlord’s handling of the resident’s application for a disability adaption to the property. The related complaint. 27 Feb 2023 Partial Maladministration Royal Borough of Kensington and Chelsea (202116667) Case 202116667 · Old Property Condition migrated-2025 The complaint is about: The landlord’s response to the resident’s reports of damage to his mirror. The landlord’s response to … 27 Feb 2023 Partial Maladministration Tower Hamlets Homes (202126064) Case 202126064 · Estate Management The complaint is about the landlord’s handling of: The resident’s reports of a neighbour’s CCTV installation. The residents reports of … 24 Feb 2023 Partial Maladministration Clarion Housing Association Limited (202111476) Case 202111476 · ASB/Abuse/Nuisance The complaint is about the landlord’s: handling of the resident’s report of antisocial behaviour (ASB); handling of the resident’s associated … 24 Feb 2023 Partial Maladministration Hightown Housing Association Limited (202125333) Case 202125333 · ASB/Abuse/Nuisance REPORT COMPLAINT 202125333 Hightown Housing Association Limited 26 June 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 24 Feb 2023 Partial Maladministration Hyde Housing Association Limited (202007370) Case 202007370 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) from a neighbour. Repairs to … 24 Feb 2023 Partial Maladministration Sanctuary Housing Association (202200735) Case 202200735 · Managing Relations The complaint is about the landlord’s: Response to the resident’s report of an oil leak and the level of compensation … 24 Feb 2023 Partial Maladministration Wandle Housing Association Limited (202115736) Case 202115736 · Managing Relations The complaint is about: the landlord’s response to the resident’s reports of repairs to the bathroom. an injury which the … 23 Feb 2023 Partial Maladministration Peabody Trust (202120604) Case 202120604 · ASB/Abuse/Nuisance The complaint is about the landlord’s: response to the resident’s request for information regarding its contractor’s reports; response to the … 22 Feb 2023 Partial Maladministration Anchor Hanover Group (202206059) Case 202206059 · Estate Management The complaint is about the landlord’s: Response to its contracted parking company wrongly issuing parking tickets to the resident. Complaint … 21 Feb 2023 Partial Maladministration Clarion Housing Association Limited (202110733) Case 202110733 · Managing Relations The complaint is about: The repairs service provided by the landlord. The landlord’s actions in response to Occupational Therapist adaptations … 20 Feb 2023 Partial Maladministration Brentwood Borough Council (202203731) Case 202203731 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s reports that her neighbour had removed her washing line from … 20 Feb 2023 Partial Maladministration Lambeth Council (202009614) Case 202009614 · Financial The complaint is about the landlord’s handling of regeneration works to the building and estate including: The provision of information … 17 Feb 2023 Partial Maladministration The Riverside Group Limited (202118590) Case 202118590 · Financial The complaint is about: the level of service charges compared with other properties on the development. the landlord’s response to … 15 Feb 2023 Partial Maladministration Cognatum Estates Ltd (201914352) Case 201914352 · Managing Relations The complaint is about the landlord’s response to: The resident’s reports about a member of staff. The related complaint. 15 Feb 2023 Partial Maladministration Estuary Housing Association Limited (202211445) Case 202211445 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the resident’s concerns … 15 Feb 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202213796) Case 202213796 · ASB/Abuse/Nuisance The complaint is about: The landlord's response to the resident's report about dog fouling in front of her property. The … 15 Feb 2023 Partial Maladministration Somerset Council (202115567) Case 202115567 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s: Concerns about asbestos in her home. Allegation about the behaviour … 14 Feb 2023 Partial Maladministration Tower Hamlets Homes (202204969) Case 202204969 · Estate Management The complaint is about: The landlord’s handling of repairs to a communal waste pipe. The landlord’s response to the resident’s … 13 Feb 2023 Partial Maladministration Newham Council (202119473) Case 202119473 · Estate Management The complaint is about the landlord’s handling of: The pruning works to trees near the resident’s property. The associated complaint. 13 Feb 2023 Partial Maladministration The Riverside Group Limited (202126771) Case 202126771 · Financial The complaint is about: The landlord’s response to the resident’s concerns about increases to the service charges for the 2021/22 … 10 Feb 2023 Partial Maladministration Abri Group Limited (202124340) Case 202124340 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports that she was allocated the wrong property; handling of … 10 Feb 2023 Partial Maladministration Clarion Housing Association Limited (202107796) Case 202107796 · ASB/Abuse/Nuisance REPORT COMPLAINT 202107796 Clarion Housing Association Limited 10 February 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 9 Feb 2023 Partial Maladministration London & Quadrant Housing Trust (202109888) Case 202109888 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s reports of a leak into his property from above, resulting … 9 Feb 2023 Partial Maladministration Melton Borough Council (202125091) Case 202125091 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: The delays to repair the resident’s front and back doors. The resident’s … 8 Feb 2023 Partial Maladministration Inquilab Housing Association Limited (202108931) Case 202108931 · Financial The complaint is about the landlord’s: Handling of arrears on the rent and service charge accounts. Complaint handling. 8 Feb 2023 Partial Maladministration Peabody Trust (202201602) Case 202201602 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports of nesting pigeons; complaint handling. 6 Feb 2023 Partial Maladministration Citizen Housing (202202661) Case 202202661 · Managing Relations The complaint is about the landlord’s: response to the resident’s request to be compensated following a total loss of gas … 5 Feb 2023 Partial Maladministration GreenSquareAccord Limited (202202664) Case 202202664 · Financial This complaint is about: The landlord charging the resident rent while repairs were outstanding. The landlord assigning the resident a … 5 Feb 2023 Partial Maladministration London & Quadrant Housing Trust (202208849) Case 202208849 · Estate Management The complaint is about the landlord’s: Response to the resident’s reports of scaffolding around his property. Response to the resident’s … 3 Feb 2023 Partial Maladministration Abri Group Limited (202015303) Case 202015303 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance and her request for compensation. The …