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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 1,440 of 16,595 decisions

Decisions

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12 Sep 2024 Reasonable Redress Westminster City Council (202334043) Case 202334043 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of repairs needed to the property after the start … 10 Sep 2024 Reasonable Redress Clarion Housing Association Limited (202214511) Case 202214511 · Managing Relations REPORT COMPLAINT 202214511 Clarion Housing Association Limited 10 September 2024 Our approach The Housing Ombudsman’s approach to investigating and determining … 3 Sep 2024 Reasonable Redress Notting Hill Genesis (NHG) (202233892) Case 202233892 · Financial The complaint is about the landlord’s handling of the resident’s request for reimbursement for damage to her carpets. 30 Aug 2024 Reasonable Redress Homes Plus Limited (202233833) Case 202233833 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s reports of a leak to the roof at her property. 30 Aug 2024 Reasonable Redress London Borough of Brent (202305118) Case 202305118 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The associated complaint. 30 Aug 2024 Reasonable Redress Orbit Group Limited (202226086) Case 202226086 · Old Property Condition migrated-2025 The resident’s complaint is about the landlord’s handling of repair works needed to the heating system in the property. 30 Aug 2024 Reasonable Redress Rochdale Boroughwide Housing Limited (202308691) Case 202308691 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of repair issues in her property. 30 Aug 2024 Reasonable Redress The Guinness Partnership Limited (202315404) Case 202315404 · Managing Relations The complaint is about the landlord’s handling of reports of no heating or hot water at the property. The Ombudsman … 28 Aug 2024 Reasonable Redress Islington Council (202346506) Case 202346506 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of water ingress to the property. 28 Aug 2024 Reasonable Redress Sanctuary Housing Association (202325736) Case 202325736 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour. 28 Aug 2024 Reasonable Redress Sovereign Network Homes (Former Network Homes) (202309571) Case 202309571 · Old Property Condition categories The complaint is about the landlord’s handling of damp and mould in the resident’s property. 27 Aug 2024 Reasonable Redress Onward Homes Limited (202305336) Case 202305336 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports concerning a leak, damp, and mould at her property. 27 Aug 2024 Reasonable Redress Sanctuary Housing Association (202342149) Case 202342149 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports that the property was not in a liveable standard … 23 Aug 2024 Reasonable Redress Islington Council (202341765) Case 202341765 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of reports of issues with the heating and hot water system. 22 Aug 2024 Reasonable Redress Notting Hill Genesis (NHG) (202345782) Case 202345782 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of damage caused to the resident’s property following a sewage leak due to … 21 Aug 2024 Reasonable Redress Connexus Homes Limited (202324193) Case 202324193 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of excess cold, poor insulation, draughty windows and doors, … 20 Aug 2024 Reasonable Redress Notting Hill Genesis (NHG) (202342922) Case 202342922 · Managing Relations The complaint is about: The landlord’s handling of the resident's reports about window repairs. The landlord's response to the resident's … 16 Aug 2024 Reasonable Redress Notting Hill Genesis (NHG) (202221064) Case 202221064 · Health and Safety (inc. building safety) The complaint is about the landlord’s: response to the resident’s reports about issues with her rent/online account details; response to … 15 Aug 2024 Reasonable Redress The Guinness Partnership Limited (202224892) Case 202224892 · Managing Relations The complaint is about the landlord's handling of the resident’s: Reports of heating repairs. Associated complaint. 9 Aug 2024 Reasonable Redress Peabody Trust (202220019) Case 202220019 · Managing Relations The complaint is about the: Accuracy of information presented by the landlord to the resident during the sales process of … 8 Aug 2024 Reasonable Redress Notting Hill Genesis (NHG) (202311706) Case 202311706 · Moving/Buying/Selling Home REPORT COMPLAINT 202311706 Notting Hill Genesis (NHG) 9 August 2024 Our approach The Housing Ombudsman’s approach to investigating and determining … 7 Aug 2024 Reasonable Redress Westminster City Council (202220310) Case 202220310 · Financial The complaint is about the landlord’s response to the resident’s concerns about communal cleaning and the associated charges. 31 Jul 2024 Reasonable Redress Hexagon Housing Association Limited (202302818) Case 202302818 · Financial This complaint is about the landlord’s handling of: The resident’s queries about service charges and the administration of her service … 31 Jul 2024 Reasonable Redress Notting Hill Genesis (NHG) (202307116) Case 202307116 · Estate Management The complaint is about the landlord’s handling of the resident’s requests for new keys to his flat and bike shed. 31 Jul 2024 Reasonable Redress Notting Hill Genesis (NHG) (202322974) Case 202322974 · Moving/Buying/Selling Home The complaint is about the landlord’s: Actions regarding the previous resident’s health condition and the handling of the previous resident’s … 31 Jul 2024 Reasonable Redress Stonewater Limited (202233117) Case 202233117 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs in the property. 30 Jul 2024 Reasonable Redress Folkestone & Hythe District Council (202231756) Case 202231756 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of works to refurbish the resident’s kitchen. 30 Jul 2024 Reasonable Redress Westminster City Council (202311127) Case 202311127 · Managing Relations The resident’s complaint is about: The landlord's response to reports about the condition of the property and requests for repairs. … 26 Jul 2024 Reasonable Redress Connexus Homes Limited (202227752) Case 202227752 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of damage to her furniture due to damp and … 24 Jul 2024 Reasonable Redress Hammersmith and Fulham Council (202336271) Case 202336271 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the resident’s: Request for rehousing due to overcrowding. Reports of mouse infestation. … 23 Jul 2024 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202229078) Case 202229078 · Financial The complaint is about the landlord’s handling of: 23 Jul 2024 Reasonable Redress Sanctuary Housing Association (202224848) Case 202224848 · Managing Relations The complaint is about is about: the landlord’s handling of the resident’s reports of damp and mould. the landlord’s handling … 19 Jul 2024 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202324168) Case 202324168 · Managing Relations The complaint is about the landlord’s handling of repairs to address a leak from the roof and the associated damp … 18 Jul 2024 Reasonable Redress Clarion Housing Association Limited (202331902) Case 202331902 · Managing Relations The complaint is about: The landlord’s handling of damp and mould reports. The landlord’s handling of the resident’s complaint. 18 Jul 2024 Reasonable Redress GreenSquareAccord Limited (202307331) Case 202307331 · Old Complaints Handling categories The complaint is about the landlord entering the resident’s garage and disposing of the contents. The Ombudsman has also investigated … 15 Jul 2024 Reasonable Redress Great Places Housing Association (202233150) Case 202233150 · Managing Relations This complaint is about: The landlord’s handling of external repairs. The associated complaint. 12 Jul 2024 Reasonable Redress Onward Homes Limited (202234079) Case 202234079 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: The resident’s report of a lack of hot water in the bathroom. … 12 Jul 2024 Reasonable Redress Orbit Group Limited (202306179) Case 202306179 · Old Complaints Handling categories The complaint is about the landlord’s handling of repairs following a leak, including reports of damp and mould. The Ombudsman … 10 Jul 2024 Reasonable Redress Harlow District Council (202341933) Case 202341933 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of leaks from the roof of his property. 9 Jul 2024 Reasonable Redress Peabody Trust (202318678) Case 202318678 · Estate Management The complaint is about the landlord’s: handling of repairs to an external structure. complaint handling. 8 Jul 2024 Reasonable Redress Your Housing Limited (202318849) Case 202318849 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of a leak, damp, and mould and associated repairs. … 28 Jun 2024 Reasonable Redress Kirklees Council (202234428) Case 202234428 · Health and Safety (inc. building safety) This complaint is about the landlord’s response to the resident’s complaint about its handling of asbestos in her home. 28 Jun 2024 Reasonable Redress Platform Housing Group Limited (202218923) Case 202218923 · Managing Relations The complaint concerns: The landlord’s handling of repairs to the property. The landlord’s complaints handling. 27 Jun 2024 Reasonable Redress Abri Group Limited (202227119) Case 202227119 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s repairs reports concerning her previous property. 27 Jun 2024 Reasonable Redress Orbit Group Limited (202226680) Case 202226680 · Old Property Condition migrated-2025 This complaint is about the landlord’s responses to the resident’s complaint about delays repairing the communal roof in his block … 26 Jun 2024 Reasonable Redress London Borough of Hackney (202312351) Case 202312351 · Managing Relations The complaint is about the landlord’s handling of reports of issues with the communal lighting. The Ombudsman has also considered … 26 Jun 2024 Reasonable Redress Notting Hill Genesis (NHG) (201902574) Case 201902574 · Financial The complaint is about the landlord’s: Increase in rent and service charges payable for the property . Communications and complaint … 25 Jun 2024 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202218733) Case 202218733 · Moving/Buying/Selling Home The complaint is about the landlord's response to the resident's reports of concerns about the property it moved her to … 31 May 2024 Reasonable Redress London Borough of Hackney (202321997) Case 202321997 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of: A leak to the property from the property above the resident. The resident’s … 31 May 2024 Reasonable Redress Waltham Forest Council (202227302) Case 202227302 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of planned repairs and improvements in the resident’s property.