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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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Showing 5,351 of 16,595 decisions

Decisions

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16 Dec 2022 Partial Maladministration Thrive Homes Limited (202200086) Case 202200086 · Financial REPORT COMPLAINT 202200086 Thrive Homes Limited 16 December 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 12 Dec 2022 Partial Maladministration Notting Hill Genesis (202207986) Case 202207986 · Financial The complaint is about: The landlord’s handling of repairs to the drainage system at the resident’s property. The landlord’s response … 12 Dec 2022 Partial Maladministration Raven Housing Trust Limited (201914079) Case 201914079 · Financial The complaint is about the landlord’s handling of the resident’s rent account. The Ombudsman has also considered the landlord’s handling … 9 Dec 2022 Partial Maladministration Metropolitan Thames Valley Housing (202102620) Case 202102620 · Managing Relations The complaint is about the landlord’s handling of: - The installation of a new kitchen at the resident’s property. The … 9 Dec 2022 Partial Maladministration Newham Council (202204227) Case 202204227 · Financial The complaint is about: The landlord’s handling of the repair of a leak and remedial works required, including costs incurred … 8 Dec 2022 Partial Maladministration Rochdale Boroughwide Housing Limited (202207288) Case 202207288 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to reports of leaks … 8 Dec 2022 Partial Maladministration Southwark Council (202111918) Case 202111918 · Financial The complaint is about: The landlord’s response to the resident’s concerns about the service provided by his Homeownership Officer (HO). … 7 Dec 2022 Partial Maladministration GreenSquareAccord Limited (202203074) Case 202203074 · Managing Relations The complaint is about the landlord’s handling of: The resident’s report of heating issues in the property. The resident’s request … 6 Dec 2022 Partial Maladministration Rochdale Boroughwide Housing Limited (202208649) Case 202208649 · Managing Relations The complaint is about the landlord’s: decision to recharge the resident for the front door lock replacement. Record keeping in … 5 Dec 2022 Partial Maladministration Metropolitan Thames Valley Housing (202111583) Case 202111583 · Managing Relations The complaint is about the landlord’s response to the resident’s reports about: Her application to transfer to a larger property. … 2 Dec 2022 Partial Maladministration Guinness Care and Support Limited (202205546) Case 202205546 · Estate Management The complaint is regarding: The landlord’s standard of maintenance of the communal grounds and hedges. The landlord’s handling of reports … 2 Dec 2022 Partial Maladministration Southway Housing Trust (Manchester) Limited (202124649) Case 202124649 · Managing Relations The complaint concerns the landlord’s handling of: A boiler repair. The associated formal complaint. 1 Dec 2022 Partial Maladministration Catalyst Housing Limited (202114569) Case 202114569 · Estate Management The complaint is about the landlord’s: Handling of the resident’s concerns about storage in the alleyway at the side of … 1 Dec 2022 Partial Maladministration Newham Council (202205449) Case 202205449 · Managing Relations The complaint is about: The level of compensation offered by the landlord in recognition of delays in repairing leaks to … 30 Nov 2022 Partial Maladministration Harlow District Council (202103324) Case 202103324 · Health and Safety (inc. building safety) This complaint is about the landlord’s response to the resident’s concerns about: The smoke alarms and gas safety checks at … 30 Nov 2022 Partial Maladministration Leicester City Council (202001361) Case 202001361 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB) by her neighbour’s adult son. … 30 Nov 2022 Partial Maladministration Six Town Housing Limited (202116266) Case 202116266 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of: the condition of her property upon moving in … 29 Nov 2022 Partial Maladministration Royal Borough of Kensington and Chelsea (202115157) Case 202115157 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance. The resident’s request for a management … 29 Nov 2022 Partial Maladministration The Guinness Partnership Limited (202113997) Case 202113997 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s concerns about: Increases in service charges. Fly tipping in the … 29 Nov 2022 Partial Maladministration Westward Housing Group Limited (202014374) Case 202014374 · ASB/Abuse/Nuisance This complaint is about the landlord’s response to the resident’s concerns regarding the: reports of anti-social behaviour (ASB) from Neighbour … 28 Nov 2022 Partial Maladministration Southwark Council (202113463) Case 202113463 · Information and data management This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s reports of leaks, damp … 28 Nov 2022 Partial Maladministration The Papworth Trust (202014014) Case 202014014 · Estate Management The complaint is about the resident’s reports of: The level and increase of rent and service charges. Concerns about the … 25 Nov 2022 Partial Maladministration Barking and Dagenham Council (202009340) Case 202009340 · Managing Relations The resident complains about: The suitability of the property offered by the landlord in February 2020. The landlord’s handling of … 25 Nov 2022 Partial Maladministration London & Quadrant Housing Trust (202207296) Case 202207296 · Financial The complaint is about the landlord’s: Response regarding the resident’s concerns about the conduct of contractors on site. Response to … 25 Nov 2022 Partial Maladministration Shepherds Bush Housing Association Limited (202116969) Case 202116969 · Estate Management The complaint is about the landlord’s handling of the resident’s reports about: Water ingress. The state of the communal hallway … 24 Nov 2022 Partial Maladministration Bolton at Home Limited (202205301) Case 202205301 · Managing Relations REPORT COMPLAINT 202205301 Bolton at Home Limited 8 March 2023 Our approach […] 24 Nov 2022 Partial Maladministration Clarion Housing Association Limited (202006472) Case 202006472 · Financial This complaint is about the landlord’s handling of the resident’s: Request for the rent arrears to be waived. Request for … 24 Nov 2022 Partial Maladministration Cross Keys Homes Limited (202103074) Case 202103074 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports about the condition of the property at the start … 24 Nov 2022 Partial Maladministration Lambeth Council (202115626) Case 202115626 · ASB/Abuse/Nuisance REPORT COMPLAINT 202115626 Lambeth Council 24 November 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 24 Nov 2022 Partial Maladministration London & Quadrant Housing Trust (202127773) Case 202127773 · Managing Relations The complaint is regarding the landlord’s handling of: A leak affecting the resident’s property and subsequent related repairs. The resident’s … 24 Nov 2022 Partial Maladministration Notting Hill Genesis (202201897) Case 202201897 · Managing Relations The complaint is about the landlord’s handling of: The repair to the resident’s heating and hot water system, and the … 24 Nov 2022 Partial Maladministration Optivo (202208233) Case 202208233 · Estate Management The complaint is about the landlord’s handling of the resident’s concerns regarding the lift maintenance issues. This Service has also … 23 Nov 2022 Partial Maladministration Raven Housing Trust Limited (202127488) Case 202127488 · Estate Management The complaint is about: The landlord’s handling of reports about the resident’s overhanging shrubbery and the shared back-garden fence. The … 23 Nov 2022 Partial Maladministration South Tyneside Council (202118424) Case 202118424 · Managing Relations The complaint is about: The landlord’s response to the resident’s request that a former outhouse at the property be rebuilt, … 23 Nov 2022 Partial Maladministration Wakefield And District Housing Limited (202127853) Case 202127853 · Estate Management The complaint is about the landlord’s handling of the resident’s : concerns about a tree relating to blocking light and … 22 Nov 2022 Partial Maladministration Catalyst Housing Limited (202010750) Case 202010750 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Handling of a gas safety check. Missed appointment for a broken water tank pipe. … 22 Nov 2022 Partial Maladministration Westminster City Council (202004648) Case 202004648 · Information and data management The complaint is about the landlord’s response to the resident’s: reports about repairs to her railing and gate; request for … 21 Nov 2022 Partial Maladministration Camden Council (202114649) Case 202114649 · Managing Relations This complaint is about the landlord’s: Response to the resident’s report of a leak and damage to his ceiling. Handling … 21 Nov 2022 Partial Maladministration Livin Housing Limited (202015584) Case 202015584 · Financial This complaint is about the landlord’s response to the resident’s concerns regarding: The property condition when it was let. Request … 21 Nov 2022 Partial Maladministration Network Homes Limited (202117506) Case 202117506 · Managing Relations The complaint is about: 17 Nov 2022 Partial Maladministration Catalyst Housing Limited (202014292) Case 202014292 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB) and threatening behaviour from a … 17 Nov 2022 Partial Maladministration Southwark Council (202204107) Case 202204107 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports of a loss of heating and hot water, and … 15 Nov 2022 Partial Maladministration Anchor Hanover Group (202113398) Case 202113398 · Estate Management The complaint is about The level of service charge for the year 2021/22. Failure to provide a resident warden. The … 15 Nov 2022 Partial Maladministration Hammersmith and Fulham Council (202113955) Case 202113955 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise disturbance. The landlord’s … 15 Nov 2022 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202107757) Case 202107757 · Financial The complaint is about: The landlord’s response to the resident’s queries regarding service and management charges, including its communication on … 15 Nov 2022 Partial Maladministration The Guinness Partnership Limited (202123686) Case 202123686 · Managing Relations The complaint concerns: The landlord’s response to the resident’s reports of the poor condition of the balcony doors when the … 14 Nov 2022 Partial Maladministration Catalyst Housing Limited (202110773) Case 202110773 · Financial This complaint is about: The landlord’s response to the resident’s concerns about its management of a sinking fund; The landlord’s … 14 Nov 2022 Partial Maladministration Honeycomb Group Limited (202112508) Case 202112508 · Managing Relations The complaint is about the landlord’s response to the resident’s: transfer request; reports about repair issues, including: draughts from her … 14 Nov 2022 Partial Maladministration North Northamptonshire Council (202201798) Case 202201798 · Estate Management The complaint is about the landlord’s response to the resident’s request for it to remove a tree in her front … 14 Nov 2022 Partial Maladministration Southampton City Council (202000348) Case 202000348 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: Reports of antisocial behaviour by the resident’s neighbours. The resident’s request to …