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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.

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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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30 Nov 2021 Partial Maladministration LiveWest Homes Limited (202015208) Case 202015208 · Managing Relations The complaint is about the landlord’s response in respect of: The resident’s reports about delays in completing repairs in the … 30 Nov 2021 Partial Maladministration Onward Homes Limited (202013218) Case 202013218 · Managing Relations The resident complains about: The time taken for the landlord to complete a repair to the kitchen door. How the … 30 Nov 2021 Partial Maladministration Raven Housing Trust Limited (202001573) Case 202001573 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of: A leak from a neighbouring property and compensation … 30 Nov 2021 Partial Maladministration Southern Housing Group Limited (202001367) Case 202001367 · Managing Relations The complaint is about: The landlord’s response to the resident’s report of a rat infestation. The landlord’s delays in its … 30 Nov 2021 Partial Maladministration Southern Housing Group Limited (202012080) Case 202012080 · Health and Safety (inc. building safety) The resident complains about the landlords handling of: 30 Nov 2021 Partial Maladministration The Guinness Partnership Limited (202102041) Case 202102041 · Financial The complaint is regarding the landlord’s: Handling of a repair following a reported leak. Response to the resident’s request for … 29 Nov 2021 Partial Maladministration Habinteg Housing Association Limited (202016889) Case 202016889 · ASB/Abuse/Nuisance NOTE: AMENDED INVESTIGATION REPORT Case Ref: 202016889 Created by Gillian Lowdon on 15/12/2021 10:45:24 Title: NOTE: AMENDED INVESTIGATION REPORT Category: … 29 Nov 2021 Partial Maladministration Leeds City Council (202109622) Case 202109622 · Managing Relations The complaint refers to: The landlord’s handling of the repairs needed to the resident’s front and back doors, windows and … 29 Nov 2021 Partial Maladministration Newlon Housing Trust (202110290) Case 202110290 · Managing Relations The complaint refers to: The landlord’s response to the resident’s reports of a leak at the property. The landlord’s handling … 26 Nov 2021 Partial Maladministration Abri Group Limited (202007568) Case 202007568 · Managing Relations The complaint is about: The landlord’s response to the resident’s concerns about defects in her property. The landlord’s complaint handling. 26 Nov 2021 Partial Maladministration Metropolitan Housing Trust Limited (202010483) Case 202010483 · Estate Management The complaint is about the landlord’s: Response to the resident’s concerns about the removal of the communal fire alarm at … 26 Nov 2021 Partial Maladministration Your Housing Group Limited (202016452) Case 202016452 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour consisting of neighbours leaving rubbish and … 25 Nov 2021 Partial Maladministration Brent Council (202000712) Case 202000712 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: Repairs within the resident’s property and within her block prior to July … 25 Nov 2021 Partial Maladministration Derwent Housing Association Limited (202010657) Case 202010657 · ASB/Abuse/Nuisance This complaint is about how the landlord handled: The resident’s report of fly-tipping outside her property following a mutual exchange. … 25 Nov 2021 Partial Maladministration Lewisham Council (202015261) Case 202015261 · Local Authority / ALMO or TMO The complaint is about: 25 Nov 2021 Partial Maladministration Longhurst Group Limited (202108509) Case 202108509 · Estate Management REPORT COMPLAINT 202108509 Longhurst Group Limited 18 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 25 Nov 2021 Partial Maladministration Newham Council (202008669) Case 202008669 · Managing Relations The complaint is about: The repairs service provided by the landlord. The landlord’s response to concerns regarding staff conduct. The … 25 Nov 2021 Partial Maladministration Paradigm Housing Group Limited (202002070) Case 202002070 · ASB/Abuse/Nuisance The complaint concerns the landlord’s: handling of the resident's anti-social behaviour reports concerning a neighbour. handling of the resident’s request … 24 Nov 2021 Partial Maladministration Habinteg Housing Association Limited (202016907) Case 202016907 · Health and Safety (inc. building safety) The complaint is regarding: The tone of the landlord’s communication. How the landlord sought to arrange an electrical test at … 24 Nov 2021 Partial Maladministration Onward Homes Limited (201909166) Case 201909166 · Managing Relations The complaint refers to: The landlord’s handling of the resident’s reports of a lack of hot water in his property … 24 Nov 2021 Partial Maladministration Tower Hamlets Council (202003166) Case 202003166 · Managing Relations The resident complains about: 23 Nov 2021 Partial Maladministration Lambeth Council (202010775) Case 202010775 · Financial REPORT COMPLAINT 202010775 Lambeth Council 23 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 23 Nov 2021 Partial Maladministration Trident Housing Association Limited (202109500) Case 202109500 · Financial The complaint is about: The landlord’s handling of toilet repairs at the property. The landlord’s communication regarding rent payments. The … 22 Nov 2021 Partial Maladministration Gentoo Group Limited (202013767) Case 202013767 · Managing Relations The complaint is about: The landlord’s response to the resident’s concerns about a repairs visit to his property on 24 … 22 Nov 2021 Partial Maladministration Hammersmith and Fulham Council (202005513) Case 202005513 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of repair issues with her bathroom and kitchen, and … 22 Nov 2021 Partial Maladministration Hammersmith and Fulham Council (202010889) Case 202010889 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of damage to her property caused by a defective … 22 Nov 2021 Partial Maladministration Leicester City Council (202011563) Case 202011563 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of antisocial … 22 Nov 2021 Partial Maladministration Sovereign Housing Association Limited (202014664) Case 202014664 · Estate Management This complaint is about: The level and reasonableness of the resident’s service charges. The landlord’s handling of the resident’s concerns … 20 Nov 2021 Partial Maladministration London & Quadrant Housing Trust (202015723) Case 202015723 · Managing Relations The complaint is about the landlord’s response to the resident’s: report of a water leak into her property. associated complaint. 19 Nov 2021 Partial Maladministration A2Dominion Housing Group Limited (202002279) Case 202002279 · Estate Management The complaint is about the landlord’s response to the resident’s reports of: The quality of cleaning to the windows at … 19 Nov 2021 Partial Maladministration East Midlands Housing Group Limited (202109071) Case 202109071 · Financial The complaint is about: The landlord’s handling of the resident’s complaint about the administration of his service charge/rent account. The … 19 Nov 2021 Partial Maladministration Gateshead Metropolitan Borough Council (202012425) Case 202012425 · Managing Relations The complaint is about the landlord’s handling of: - The resident’s report of a flood in her bathroom. The resident’s … 19 Nov 2021 Partial Maladministration London & Quadrant Housing Trust (202112196) Case 202112196 · Managing Relations REPORT COMPLAINT 202112196 London & Quadrant Housing Trust 19 November 2021 Our approach The Housing Ombudsman’s approach to investigating and … 18 Nov 2021 Partial Maladministration Barking and Dagenham Council (202003034) Case 202003034 · Local Authority / ALMO or TMO The complaint is about the: landlord's handling of a toilet blockage from 2019 – 2020. The Ombudsman has also considered … 18 Nov 2021 Partial Maladministration Birmingham City Council (202104637) Case 202104637 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of: 18 Nov 2021 Partial Maladministration London & Quadrant Housing Trust (202100123) Case 202100123 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports of a leak at his property and the amount … 18 Nov 2021 Partial Maladministration Newham Council (202106975) Case 202106975 · Local Authority / ALMO or TMO The complaint is about: The height of trees in a neighbouring garden. The landlord’s response to the resident’s concerns about … 17 Nov 2021 Partial Maladministration Broxtowe Borough Council (202105375) Case 202105375 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of a range of different repairs, including leaks, damp … 17 Nov 2021 Partial Maladministration Sanctuary Affordable Housing Limited (202006518) Case 202006518 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the concerns raised … 16 Nov 2021 Partial Maladministration Believe Housing Limited (202015829) Case 202015829 · Managing Relations The complaint is about the landlord’s response to the resident’s reports about: 16 Nov 2021 Partial Maladministration Clarion Housing Association Limited (202107040) Case 202107040 · Managing Relations The complaint is about: 16 Nov 2021 Partial Maladministration Metropolitan Housing Trust Limited (202011801) Case 202011801 · Financial The complaint is about the landlord’s response to the resident’s reports about: 16 Nov 2021 Partial Maladministration Southwark Council (202016004) Case 202016004 · Occupancy Rights REPORT COMPLAINT 202016004 Southwark Council 16 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 15 Nov 2021 Partial Maladministration Clarion Housing Association Limited (202015970) Case 202015970 · Financial The complaint is about the landlord’s: Response to the resident’s reports of damage to the property’s front door. Delay in … 15 Nov 2021 Partial Maladministration Hammersmith and Fulham Council (202012724) Case 202012724 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s: reports of boiler repairs prior to September 2020. reports of … 15 Nov 2021 Partial Maladministration London & Quadrant Housing Trust (202017302) Case 202017302 · Managing Relations The complaint is about: the landlord’s handling of the resident’s report of a faulty boiler. the landlord's complaint handling. 15 Nov 2021 Partial Maladministration Optivo (202010395) Case 202010395 · ASB/Abuse/Nuisance The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour (ASB) from her neighbour; response to … 11 Nov 2021 Partial Maladministration Bristol City Council (202010485) Case 202010485 · Local Authority / ALMO or TMO This complaint is about the landlord’s handling of: the resident’s reports that a lean-to was unlawfully removed; works it had … 11 Nov 2021 Partial Maladministration London & Quadrant Housing Trust (202005641) Case 202005641 · Managing Relations The complaint is about: The landlord’s response to the resident’s request for repairs. Associated complaint handling. 11 Nov 2021 Partial Maladministration Optivo (202008811) Case 202008811 · Managing Relations This complaint is about the landlord’s handling of: the resident’s request for adaptations to the property; the resident’s request for …