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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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Outcome: Partial_Maladministration ×

Showing 5,351 of 16,595 decisions

Decisions

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25 Aug 2022 Partial Maladministration Peabody Trust (202009028) Case 202009028 · Financial The complaint is about: The landlord’s response to the resident’s requests for a breakdown of the service charge spend for … 25 Aug 2022 Partial Maladministration Stafford & Rural Homes (202110240) Case 202110240 · Managing Relations This complaint is about the landlord’s handling of the: resident’s reports of the outstanding repairs required to the property resident’s … 23 Aug 2022 Partial Maladministration Hyde Housing Association Limited (202102491) Case 202102491 · ASB/Abuse/Nuisance This complaint is about: How the landlord handled the resident’s personal data. The landlord’s response to: The resident’s reports of … 23 Aug 2022 Partial Maladministration Shepherds Bush Housing Association Limited (202112342) Case 202112342 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; adaptations to the resident’s property; the … 22 Aug 2022 Partial Maladministration A2Dominion Housing Group Limited (202101814) Case 202101814 · Estate Management This complaint is about the landlord’s handling of the resident’s reports of: repairs required to the electrics in the property … 22 Aug 2022 Partial Maladministration Orbit Group Limited (202200204) Case 202200204 · Estate Management The complaint is about: The landlord’s response to the resident’s reports about its responsibility for repairs and maintenance in the … 22 Aug 2022 Partial Maladministration Richmondshire District Council (202104410) Case 202104410 · Old Property Condition migrated-2025 This complaint is about: Whether the resident was given the opportunity to postpone the works to her bathroom in January … 19 Aug 2022 Partial Maladministration Cannock Chase District Council (202106467) Case 202106467 · ASB/Abuse/Nuisance The resident has complained about: The landlord’s response to reports of ASB and counter allegations. The landlord’s handling of his … 18 Aug 2022 Partial Maladministration London & Quadrant Housing Trust (201702669) Case 201702669 · Estate Management The resident has complained about: The landlord’s response to the complaint about the incorrectly registered gas meters. The landlord’s response … 18 Aug 2022 Partial Maladministration Sanctuary Housing Association (202016075) Case 202016075 · ASB/Abuse/Nuisance The complaint concerns: The landlord’s response to the resident’s reports of noise nuisance from the neighbour in the upstairs flat. … 18 Aug 2022 Partial Maladministration Wolverhampton City Council (202113087) Case 202113087 · Managing Relations The complaint is about the landlord’s response to the resident’s: reports of rubble in her rear garden; concerns about the … 17 Aug 2022 Partial Maladministration Vivid Housing Limited (202120265) Case 202120265 · Estate Management The complaint is about the landlord’s handling of: The resident’s reports of damp and mould within the property. Repairs needed … 16 Aug 2022 Partial Maladministration Catalyst Housing Limited (202114965) Case 202114965 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s concerns regarding the temperature in one of the bedrooms in … 16 Aug 2022 Partial Maladministration Sanctuary Housing Association (202014997) Case 202014997 · ASB/Abuse/Nuisance The complaints referred to this Service are about: Rent and service charge increases since the start of the resident’s tenancy … 15 Aug 2022 Partial Maladministration Town and Country Housing (202121309) Case 202121309 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s reports of being … 12 Aug 2022 Partial Maladministration Clarion Housing Association Limited (202101705) Case 202101705 · ASB/Abuse/Nuisance The resident complains about the landlord’s handling of: Repairs to the lino flooring in the shower room. Repairs to the … 12 Aug 2022 Partial Maladministration London & Quadrant Housing Trust (202103674) Case 202103674 · ASB/Abuse/Nuisance This complaint is about the landlord’s: handling of a rat infestation; response to the resident’s request for garden works; handling … 12 Aug 2022 Partial Maladministration Metropolitan Thames Valley Housing (202117717) Case 202117717 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the resident’s heating and hot water system and the level … 11 Aug 2022 Partial Maladministration Canterbury City Council (202011397) Case 202011397 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of damage to her belongings. The landlord’s handling of … 11 Aug 2022 Partial Maladministration Citizen Housing (202125268) Case 202125268 · ASB/Abuse/Nuisance The complaint concerns the landlord’s handling of: A leak into the property and the resident’s request for compensation for the … 11 Aug 2022 Partial Maladministration Croydon Churches Housing Association Limited (202006660) Case 202006660 · Managing Relations The complaint is regarding the landlord’s: Response to the resident’s reports of a mouse infestation. Handling of repair reports, including … 11 Aug 2022 Partial Maladministration Two Rivers Housing (202127014) Case 202127014 · Old Property Condition migrated-2025 The complaint is regarding the landlord’s response to the resident’s: request for a replacement door; reports of heating issues in … 9 Aug 2022 Partial Maladministration Lambeth Council (202002809) Case 202002809 · Financial The complaint is about: The landlord’s handling of the resident’s reports of damp and repairs required to fencing and windows … 9 Aug 2022 Partial Maladministration London Borough of Brent (202112043) Case 202112043 · ASB/Abuse/Nuisance The complaint is about: The action taken by the landlord in response to reports of Anti-Social Behaviour (ASB), including the … 5 Aug 2022 Partial Maladministration Southern Housing Group Limited (202200250) Case 202200250 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of a leak in her bathroom Complaint handling (including … 4 Aug 2022 Partial Maladministration Kingston upon Thames Council (202116746) Case 202116746 · ASB/Abuse/Nuisance REPORT COMPLAINT 202116746 Kingston upon Thames Council 4 August 2022 Our approach The Housing Ombudsman’s approach to investigating and determining … 4 Aug 2022 Partial Maladministration Slough Borough Council (202111823) Case 202111823 · Estate Management The complaint is about the landlord’s response to: The resident’s concerns about the state of repair and security of communal … 4 Aug 2022 Partial Maladministration Tower Hamlets Homes (202102916) Case 202102916 · ASB/Abuse/Nuisance The complaint is about: The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (‘ASB’) and … 3 Aug 2022 Partial Maladministration EMH Housing and Regeneration Limited (202112835) Case 202112835 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of: the resident’s reports of damp to his bedroom and living room; drainage … 1 Aug 2022 Partial Maladministration Islington Council (202200850) Case 202200850 · Information and data management The complaint is about: The landlord’s handling of the resident’s request for a replacement front door and frame. A welfare … 1 Aug 2022 Partial Maladministration Wandle Housing Association Limited (202012550) Case 202012550 · Managing Relations The complaint is about: The landlord’s handling of repairs at the resident’s property. The landlord's response to the resident’s assertion … 1 Aug 2022 Partial Maladministration Westminster City Council (202111322) Case 202111322 · Managing Relations The complaint is about the landlord’s response to: The resident’s report of a leak at her property. The associated complaint. 29 Jul 2022 Partial Maladministration Catalyst Housing Limited (202101599) Case 202101599 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports about: Cleaning services not received. Repairs to the ventilation … 29 Jul 2022 Partial Maladministration Newlon Housing Trust (202014809) Case 202014809 · Estate Management REPORT COMPLAINT 202014809 Newlon Housing Trust 29 July 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 29 Jul 2022 Partial Maladministration Southern Housing Group Limited (202107232) Case 202107232 · Health and Safety (inc. building safety) This complaint is about the landlord’s handling of: the resident’s attempt to sell his property; the resident’s fire safety concerns; … 29 Jul 2022 Partial Maladministration Trafford Housing Trust Limited (202125041) Case 202125041 · Financial The complaint is about: 28 Jul 2022 Partial Maladministration A2Dominion Housing Group Limited (202007813) Case 202007813 · Managing Relations This complaint is about the landlord’s response to: the resident’s report of human waste coming through the ventilation unit in … 28 Jul 2022 Partial Maladministration Orbit Housing Association Limited (201813089) Case 201813089 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports concerning anti-social behaviour.(ASB) The landlord’s complaint handling. 27 Jul 2022 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202109081) Case 202109081 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s reports of a repair to the boiler following a leak … 27 Jul 2022 Partial Maladministration Optivo (202101144) Case 202101144 · ASB/Abuse/Nuisance This complaint is about the landlord’s response to the resident’s concerns: regarding the registration of the building as a safe … 26 Jul 2022 Partial Maladministration Karbon Homes Limited (202113542) Case 202113542 · Estate Management The complaint is about the landlord’s: response to the resident’s queries regarding the level of his rent; request that the … 22 Jul 2022 Partial Maladministration Jewish Community Housing Association Limited (202010619) Case 202010619 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident about: The concerns about fire safety and the removal of … 21 Jul 2022 Partial Maladministration Lambeth Council (202012280) Case 202012280 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; a warning letter it sent to … 20 Jul 2022 Partial Maladministration Sanctuary Housing Association (202121641) Case 202121641 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of an overflow pipe leak. The landlord’s complaint handling. 20 Jul 2022 Partial Maladministration Southern Housing Group Limited (202115817) Case 202115817 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports about a leak. The landlord’s associated complaints handling has … 20 Jul 2022 Partial Maladministration Wealden District Council (202108316) Case 202108316 · Financial The complaint is about the landlord’s: response to the resident’s enquiry regarding service charge invoices; complaints handling. 19 Jul 2022 Partial Maladministration Camden Council (202101751) Case 202101751 · Financial The resident’s complaint is about: The landlord’s pursuit of service charges to be paid in accordance with the lease; The … 19 Jul 2022 Partial Maladministration Peabody Trust (202006194) Case 202006194 · Information and data management The resident complains about the landlord's handling of: Their reports of an unsecure satellite dish in 2015, reports of damage … 18 Jul 2022 Partial Maladministration Metropolitan Thames Valley Housing (202112817) Case 202112817 · Managing Relations The complaint concerns: the conduct of the landlord’s staff in relation to the resident’s request to move to another property. … 18 Jul 2022 Partial Maladministration Onward Homes Limited (202118782) Case 202118782 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. Repairs to a …