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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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9 Mar 2022 Partial Maladministration London & Quadrant Housing Trust (202010235) Case 202010235 · ASB/Abuse/Nuisance The complaint is about the landlord’s Response to reports of mould and damp. Handling of reports of a noise nuisance. … 9 Mar 2022 Partial Maladministration Notting Hill Genesis (202105452) Case 202105452 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of Anti-Social Behaviour (ASB) perpetrated by her neighbour. Reports … 9 Mar 2022 Partial Maladministration Peabody Trust 2018 (202002546) Case 202002546 · ASB/Abuse/Nuisance This complaint is about: The level of redress the landlord offered in respect of its acknowledged delays and failures while … 8 Mar 2022 Partial Maladministration Clarion Housing Association Limited (202108764) Case 202108764 · Information and data management The complaint is about the landlord’s handling of: Its staff’s communication about the resident. The resident’s personal data. 4 Mar 2022 Partial Maladministration Sanctuary Housing Association (202101582) Case 202101582 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request to transfer properties. Associated … 4 Mar 2022 Partial Maladministration Thames Valley Housing Association Limited (202017502) Case 202017502 · Managing Relations The complaint is about the landlord’s handling of: The resident’s request for it to alter her kitchen units. The associated … 3 Mar 2022 Partial Maladministration Haringey Council (202117782) Case 202117782 · Managing Relations The complaint is about: The landlord’s response to the resident’s concerns about fire safety works at her property. The landlord’s … 3 Mar 2022 Partial Maladministration Hyde Housing Association Limited (202017326) Case 202017326 · Financial The complaint is about: The landlord’s response to the resident’s queries about the administration of her service charge account. The … 2 Mar 2022 Partial Maladministration Sanctuary Housing Association (202015737) Case 202015737 · Financial REPORT COMPLAINT 202015737 Sanctuary Housing Association 21 February 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 1 Mar 2022 Partial Maladministration Clarion Housing Association Limited (202012781) Case 202012781 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of: antisocial behaviour. alleged discriminatory staff conduct. The Ombudsman … 28 Feb 2022 Partial Maladministration A2Dominion Housing Group Limited (202012131) Case 202012131 · Estate Management The complaint is about the landlord’s response to the resident’s reports about: Repairs to the communal entrance door and intercom … 28 Feb 2022 Partial Maladministration Bromford Housing Association Limited (202013537) Case 202013537 · Estate Management REPORT COMPLAINT 202013537 Bromford Housing Association Limited 28 February 2022 Our approach The Housing Ombudsman’s approach to investigating and determining … 28 Feb 2022 Partial Maladministration Catalyst Housing Limited (202013380) Case 202013380 · Financial The complaint is regarding: The landlord’s handling of the resident’s reports of defects, including the level of compensation offered. The … 28 Feb 2022 Partial Maladministration Citizen Housing (202101670) Case 202101670 · Managing Relations The complaint was about the landlord’s: Response to the resident’s reports of damp at the property and request for repairs. … 28 Feb 2022 Partial Maladministration Hackney Council (202102440) Case 202102440 · Health and Safety (inc. building safety) The resident’s complaint was about: The landlord’s response to the resident’s request for redecoration following a leak into her property. … 28 Feb 2022 Partial Maladministration Hyde Housing Association Limited (202004402) Case 202004402 · Estate Management The complaint is about the landlord’s response to the resident’s reports about: Cladding and fire safety works. Damp and mould … 28 Feb 2022 Partial Maladministration Sage Housing Limited (201914513) Case 201914513 · Financial The complaint is about the landlord’s: response to the resident’s concerns about the administration of her rent account. handling of … 25 Feb 2022 Partial Maladministration Clarion Housing Association Limited (202102695) Case 202102695 · Managing Relations The complaint concerns the landlord’s handling of: The resident’s reports of a pest infestation in his property. The associated formal … 25 Feb 2022 Partial Maladministration Gentoo Group Limited (202101116) Case 202101116 · Financial The complaint is regarding the landlord’s: Handling of the resident’s repairs reports. Response to the resident’s concerns over the price … 25 Feb 2022 Partial Maladministration Torus62 Limited (202013222) Case 202013222 · ASB/Abuse/Nuisance The complaint concerns: The landlord’s handling of a boundary dispute. The landlord's response to the resident’s reports of parking issues. … 24 Feb 2022 Partial Maladministration Anchor Hanover Group (202002338) Case 202002338 · Managing Relations The complaint is about: The landlord’s response to repair reports to the: Kitchen and cooker hood. Doorbell. The landlord’s handling … 24 Feb 2022 Partial Maladministration Midland Heart Limited (202011008) Case 202011008 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB) in the car park area … 24 Feb 2022 Partial Maladministration Southern Housing Group Limited (202118131) Case 202118131 · Managing Relations The complaint is about: The landlord’s handling of the resident’s concerns about the condition of the property when he moved … 23 Feb 2022 Partial Maladministration Adur District Council (201907325) Case 201907325 · ASB/Abuse/Nuisance The complaint is about the landlords handling of: The resident’s reports concerning anti-social behaviour. The installation of soundproofing. The Ombudsman … 23 Feb 2022 Partial Maladministration Community Gateway Association Limited (201904880) Case 201904880 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB): between 2010 and February 2019. … 23 Feb 2022 Partial Maladministration Croydon Council (202006659) Case 202006659 · Financial This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s concerns around the condition … 22 Feb 2022 Partial Maladministration Nuneaton and Bedworth Borough Council (202011526) Case 202011526 · Old Property Condition migrated-2025 This complaint is about: The landlord’s response to the resident’s reports of water and vegetation ingress at the property’s garage … 21 Feb 2022 Partial Maladministration Kirklees Council (202006481) Case 202006481 · Managing Relations The complaint concerns the landlord’s: response to the resident’s reports of an operative causing damage to her property. response to … 21 Feb 2022 Partial Maladministration Sanctuary Housing Association (202001888) Case 202001888 · Information and data management The complaint is about the landlord’s handling of window repairs at the property. The Ombudsman has also investigated the landlord’s … 21 Feb 2022 Partial Maladministration Sanctuary Housing Association (202107138) Case 202107138 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s concerns about staff conduct. The Ombudsman has also investigated the … 18 Feb 2022 Partial Maladministration Tower Hamlets Homes (202115528) Case 202115528 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s dissatisfaction with its antisocial behaviour (ASB) policy and procedure. The … 17 Feb 2022 Partial Maladministration Hackney Council (202100876) Case 202100876 · Financial The complaint is about: The landlord’s response to the resident’s queries about service charges for the financial year 2019/20, including … 17 Feb 2022 Partial Maladministration Southwark Council (202016039) Case 202016039 · Financial This complaint is about: The landlord’s handling of the resident’s reports of two roof leaks at the building; The landlord’s … 15 Feb 2022 Partial Maladministration Co-operative Development Society Limited (202117248) Case 202117248 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to: The resident’s reports of damp and mould in her property. The resident’s … 14 Feb 2022 Partial Maladministration London & Quadrant Housing Trust (202017187) Case 202017187 · Financial The complaint is about: The landlord’s handling of repairs at the property, specifically, repairs to the intercom. roof and bath … 14 Feb 2022 Partial Maladministration Spitalfields Housing Association Limited (202008574) Case 202008574 · Managing Relations The complaint is about the landlords: Handling of the resident’s request to purchase her property. Complaint handling. 11 Feb 2022 Partial Maladministration A2Dominion Housing Group Limited (202004192) Case 202004192 · Estate Management The complaint is about: The landlord’s handling of the resident’s queries about service charges. The landlord’s handling of the resident’s … 11 Feb 2022 Partial Maladministration Gateway Housing Association Limited (202105653) Case 202105653 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of a leak into his property, and his request … 11 Feb 2022 Partial Maladministration Hammersmith and Fulham Council (202102300) Case 202102300 · Managing Relations The complaint concerns the landlord’s handling of: repairs to the bathroom window of the property. The associated formal complaint into … 11 Feb 2022 Partial Maladministration Lambeth Council (202013698) Case 202013698 · Estate Management The complaint is about: the landlord’s response to the resident’s reports of drainage issues. the landlord’s response to the resident’s … 11 Feb 2022 Partial Maladministration London & Quadrant Housing Trust (201916247) Case 201916247 · Financial The complaint is about: The landlord’s response to the resident’s request to end his tenancy. The landlord’s handling of the … 11 Feb 2022 Partial Maladministration Metropolitan Housing Trust Limited (202100884) Case 202100884 · Financial The complaint is about the landlord’s handling of the resident’s service charge account, which resulted in significant arrears. The complaint … 11 Feb 2022 Partial Maladministration Wandle Housing Association Limited (202016009) Case 202016009 · Financial The complaint is about: The level of the resident’s service charge. The landlord’s handling of external repair and decoration work. 11 Feb 2022 Partial Maladministration Wandle Housing Association Limited (202112638) Case 202112638 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of damp in the property. The landlord’s handling of … 10 Feb 2022 Partial Maladministration Moat Homes Limited (202102664) Case 202102664 · Managing Relations This complaint is about the landlord’s handling of: communications with the resident when he attempted to sell his property; the … 9 Feb 2022 Partial Maladministration Camden Council (201909199) Case 201909199 · Health and Safety (inc. building safety) The complaint is about: emergency signage, ducting and lighting installed by the landlord in communal areas of the building. the … 8 Feb 2022 Partial Maladministration Royal Borough of Kensington and Chelsea (202012978) Case 202012978 · Managing Relations The complaint is about: The resident’s assertion that he sustained physical injuries as a result of the removal of facilities. … 7 Feb 2022 Partial Maladministration Clarion Housing Association Limited (202117493) Case 202117493 · Managing Relations The complaint is about: The landlord’s handling of roof repairs to address water leaks; and The damage the leaks caused … 7 Feb 2022 Partial Maladministration Derby Homes Limited (202119453) Case 202119453 · Old Property Condition migrated-2025 The resident’s complaint is about the landlord’s response to her requests to undertake works to the garden of the property. 3 Feb 2022 Partial Maladministration Birmingham City Council (202114525) Case 202114525 · Managing Relations The complaint is about the landlord’s handling of: The resident’s request for a replacement kitchen. A woodlice infestation. The resident’s …