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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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3 Feb 2022 Partial Maladministration Haringey Council (202100265) Case 202100265 · Moving/Buying/Selling Home This complaint is about the landlord’s response to the resident’s: Report of repairs at her property in August 2020. Request … 3 Feb 2022 Partial Maladministration Leeds City Council (202115815) Case 202115815 · Estate Management The complaint is about: The landlords handling of works to cut back overgrown vegetation encroaching on the resident’s garden. The … 3 Feb 2022 Partial Maladministration Network Homes Limited (202103037) Case 202103037 · Estate Management The complaint is about: The landlord’s response to the resident’s concerns about the dual allocation of a car parking space. … 3 Feb 2022 Partial Maladministration The Guinness Partnership Limited (202014482) Case 202014482 · Financial The complaint is about the landlord’s response to the resident’s reports about: Repairs at the property. Alleged damage to his … 2 Feb 2022 Partial Maladministration Camden Council (202016856) Case 202016856 · ASB/Abuse/Nuisance This complaint is about: 31 Jan 2022 Partial Maladministration Catalyst Housing Limited (202007873) Case 202007873 · Financial The complaint is about the landlord’s response to the resident’s reports about: An offer to carpet the floor when she … 31 Jan 2022 Partial Maladministration Hackney Council (202013813) Case 202013813 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports about: damp and mould in June 2019. damp and … 31 Jan 2022 Partial Maladministration Hammersmith and Fulham Council (202114536) Case 202114536 · Managing Relations The complaint is about: The landlord’s response to repairs to the windows – specifically the quality of works and delays … 31 Jan 2022 Partial Maladministration London Borough of Hounslow (202007782) Case 202007782 · Old Property Condition migrated-2025 The complaint concerns: The landlord's handling of the resident’s requests to resolve a leak from a neighbouring property. The landlord’s … 31 Jan 2022 Partial Maladministration The Guinness Partnership Limited (202112215) Case 202112215 · Financial The complaint is about the landlord’s handling of: The resident’s report of a faulty boiler. The resident’s request for compensation … 31 Jan 2022 Partial Maladministration Tuntum Housing Association Limited (202102559) Case 202102559 · Managing Relations The complaint is regarding: The landlord’s handling of the resident’s Move on Support Package (MoSP) application. The landlord’s response to … 28 Jan 2022 Partial Maladministration Great Places Housing Association (202118432) Case 202118432 · Health and Safety (inc. building safety) The complaint is about: The landlord’s response to the activation of the resident’s carbon monoxide alarm. The landlord’s handlining of … 28 Jan 2022 Partial Maladministration London & Quadrant Housing Trust (202005403) Case 202005403 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: The resident’s reports of Anti-Social Behaviour (ASB). The resident’s request to be … 28 Jan 2022 Partial Maladministration Newcastle City Council (202109620) Case 202109620 · Managing Relations The complaint refers to the landlord’s handling of: Repairs to unblock the resident’s bath pipe. The associated complaint. 28 Jan 2022 Partial Maladministration Paragon Asra Housing Limited (202110918) Case 202110918 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: Repairs to the resident’s windows. The resident’s request for bathroom repairs or … 27 Jan 2022 Partial Maladministration Phoenix Community Housing Association (Bellingham and Downham) Limited (202001538) Case 202001538 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s repairs between 2012 – 2015. The landlord’s handling of the … 26 Jan 2022 Partial Maladministration Central and Cecil Housing Trust (202006602) Case 202006602 · Information and data management This complaint is about: The resident’s allegation that the landlord’s communications breached General Data Protection Regulations (GDPR) and the landlord’s … 26 Jan 2022 Partial Maladministration Sanctuary Housing Association (202112724) Case 202112724 · ASB/Abuse/Nuisance REPORT COMPLAINT 202112724 Sanctuary Housing Association 26 January 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 26 Jan 2022 Partial Maladministration Thames Valley Housing Association Limited (202005385) Case 202005385 · Moving/Buying/Selling Home The complaint is about the landlord’s: Response to leaks and damp as well as a silverfish infestation in the property. … 26 Jan 2022 Partial Maladministration Wandle Housing Association Limited (202004197) Case 202004197 · Estate Management The complaint is about the landlord’s Response to the resident’s request for compensation for damaged possessions following a leak at … 25 Jan 2022 Partial Maladministration Guinness Housing Association Limited (202011734) Case 202011734 · Managing Relations The complaint is about: The landlord’s response to the resident’s request for repairs to be carried out to the gas … 25 Jan 2022 Partial Maladministration Havering Council (201909000) Case 201909000 · Financial The complaint is about the landlord’s response to the resident about: Repairs reports for a communal kitchen stack pipe in … 25 Jan 2022 Partial Maladministration Metropolitan Housing Trust Limited (202103269) Case 202103269 · Managing Relations The resident’s complaint is about: The landlord’s response to the resident’s reports in relation to his storage heating and immersion … 25 Jan 2022 Partial Maladministration Stonewater Limited (201915252) Case 201915252 · Financial This complaint is about: a. the level of redress the landlord awarded in respect of its acknowledged delays and failures … 24 Jan 2022 Partial Maladministration Southern Housing Group Limited (202113632) Case 202113632 · Managing Relations The complaint refers to the landlord’s handling of: The repair to the resident’s heating and hot water system and its … 22 Jan 2022 Partial Maladministration Havering Council (202105918) Case 202105918 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of: 22 Jan 2022 Partial Maladministration Shepherds Bush Housing Association Limited (202111617) Case 202111617 · Managing Relations The complaint is about the landlord's handling of the resident's: reports of a mice infestation in her property communication with … 21 Jan 2022 Partial Maladministration Newham Council (201913436) Case 201913436 · Managing Relations This complaint is about the landlord’s handling of: the resident’s right to buy application; the resident’s request to meet with … 20 Jan 2022 Partial Maladministration Hyde Housing Association Limited (202107688) Case 202107688 · Managing Relations The complaint is about: The landlord’s handling of repairs in the resident’s property. The landlord’s handling of the associated complaint. 20 Jan 2022 Partial Maladministration Nottingham City Homes Registered Provider Limited (202004670) Case 202004670 · Information and data management This complaint is about the landlord’s Response to the resident’s concerns about the condition of the property when let to … 20 Jan 2022 Partial Maladministration Shepherds Bush Housing Association Limited (202002157) Case 202002157 · Financial This complaint is about the landlord’s decision to apply for an Alternative Payment Agreement (APA) and its response to the … 20 Jan 2022 Partial Maladministration Wandsworth Council (202004657) Case 202004657 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of repairs to the property, including to address damp … 19 Jan 2022 Partial Maladministration Arhag Housing Association Limited (202100545) Case 202100545 · Moving/Buying/Selling Home The complaint is about: The landlord’s offer of compensation in respect of the handling of the initial Right to Acquire … 19 Jan 2022 Partial Maladministration Notting Hill Genesis (202011274) Case 202011274 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of reports of harassment by his neighbour. The landlord’s handling of the associated … 18 Jan 2022 Partial Maladministration Wandsworth Council (202110642) Case 202110642 · Financial The complaint is about the landlord’s response to the resident’s concerns about: 17 Jan 2022 Partial Maladministration GreenSquareAccord Limited (202010493) Case 202010493 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of the resident’s reports of no hot water and heating and repairs to … 13 Jan 2022 Partial Maladministration Brent Council (202003321) Case 202003321 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of: A leak at the property and the subsequent … 13 Jan 2022 Partial Maladministration Hyde Housing Association Limited (202106440) Case 202106440 · Managing Relations The complaint is about the landlords handling of: Repairs to the residents guttering, garden and communal entrance of the property … 13 Jan 2022 Partial Maladministration Southwark Council (202111233) Case 202111233 · Financial The complaint is about: The landlord’s handling of the resident’s request for a transfer under medical grounds. The landlord’s handling … 12 Jan 2022 Partial Maladministration Lambeth Council (202101978) Case 202101978 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of damp and mould issues. The landlord’s failure to … 11 Jan 2022 Partial Maladministration Network Homes Limited (202102613) Case 202102613 · Financial The complaint is about the landlord’s response to the resident’s concerns about his service charge, including his requests for an … 11 Jan 2022 Partial Maladministration Optivo (202106387) Case 202106387 · ASB/Abuse/Nuisance REPORT COMPLAINT 202106387 Optivo 11 January 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to … 10 Jan 2022 Partial Maladministration Dudley Metropolitan Borough Council (202008452) Case 202008452 · Financial This complaint is about: 10 Jan 2022 Partial Maladministration One Vision Housing Limited (202014686) Case 202014686 · ASB/Abuse/Nuisance The complaint is about: the behaviour and actions of the landlord’s staff in investigating the resident’s previous antisocial behaviour (ASB) … 8 Jan 2022 Partial Maladministration Lambeth Council (202100331) Case 202100331 · Managing Relations REPORT COMPLAINT 202100331 Lambeth Council 8 January 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 30 Dec 2021 Partial Maladministration London & Quadrant Housing Trust (202008449) Case 202008449 · Managing Relations The complaint concerns: How the landlord handled repairs at the property prior to January 2020. How the landlord handled repairs … 29 Dec 2021 Partial Maladministration Hounslow Council (202106793) Case 202106793 · Estate Management The complaint concerns: The landlord’s decision to remove plants from the resident’s balcony. The formal complaint into the matter. 29 Dec 2021 Partial Maladministration North Kesteven District Council (202102564) Case 202102564 · Old Property Condition migrated-2025 The complaint is about the landlord’s decision not to grant permission for adaptations at the property, specifically, an extension. The … 29 Dec 2021 Partial Maladministration Thames Valley Housing Association Limited (202016194) Case 202016194 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of the resident’s reports of no heating or hot water in February 2021. … 24 Dec 2021 Partial Maladministration London Borough of Redbridge (202109202) Case 202109202 · Managing Relations The complaint is about the landlord’s response to: The resident’s request to be decanted or compensated during repairs to the …