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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

Most recent first
23 Feb 2024 Reasonable Redress Nottingham City Homes Limited (202228693) Case 202228693 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of damage to her kitchen cupboards. 21 Feb 2024 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202219957) Case 202219957 · Managing Relations The complaint is about the landlord’s: Handling of repairs to the property’s heating and hot water. Complaint handling. 21 Feb 2024 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202314354) Case 202314354 · Health and Safety (inc. building safety) The complaint is about the landlord letting a property to the resident without a carbon monoxide (CO) alarm. 21 Feb 2024 Reasonable Redress Tower Hamlets Homes (202214609) Case 202214609 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of leaks into his property in 2022. 15 Feb 2024 Reasonable Redress Peabody Trust (202200342) Case 202200342 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. The Ombudsman has also investigated the … 14 Feb 2024 Reasonable Redress Golding Homes Limited (202213912) Case 202213912 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of a staircasing application made by the resident. 14 Feb 2024 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202208759) Case 202208759 · Estate Management The complaint is about the landlord’s: response to the resident’s concerns regarding the allocation and size of parking spaces; handling … 14 Feb 2024 Reasonable Redress Peabody Trust (202205908) Case 202205908 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: Requests for a refurbished bathroom. Reports of antisocial behaviour (ASB) and noise … 9 Feb 2024 Reasonable Redress Clarion Housing Association Limited (202206428) Case 202206428 · Estate Management The complaint is about the landlord’s handling of the resident’s: Concerns about not being consulted prior to introducing alternative parking … 31 Jan 2024 Reasonable Redress Abri Group Limited (202206759) Case 202206759 · Managing Relations The complaint is about the landlord’s: handling of the resident’s requests to adapt its communication to meet her accessibility needs. … 31 Jan 2024 Reasonable Redress Clarion Housing Association Limited (202204869) Case 202204869 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of a burst pipe and subsequent damage. 29 Jan 2024 Reasonable Redress Optivo (now Southern Housing) (202123226) Case 202123226 · Estate Management This complaint is about the landlord’s handling of the resident’s complaint about the reduced size of a disabled parking bay. 26 Jan 2024 Reasonable Redress Community Gateway Association Limited (202209378) Case 202209378 · Financial The complaint is about the landlord’s: Decision to increase the property’s rent. The landlord’s communications with the resident. 23 Jan 2024 Reasonable Redress Sovereign Network Homes (202220575) Case 202220575 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of vermin in her property. 11 Jan 2024 Reasonable Redress Tamil Community Housing Association Limited (202123536) Case 202123536 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: reports of a leak affecting their property. request for suitable … 8 Jan 2024 Reasonable Redress Sovereign Network Homes (202214095) Case 202214095 · Estate Management The complaint is about the landlord’s provision of information relating to: Parking. Snags and defects. 3 Jan 2024 Reasonable Redress A2Dominion Housing Group Limited (202212450) Case 202212450 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports concerning the conduct of its contractor’s staff and the … 21 Dec 2023 Reasonable Redress Stockport Homes Limited (202213837) Case 202213837 · Estate Management This complaint is about the landlord’s handling of: The resident’s concerns about the standard of communal cleaning. The associated complaint. 21 Dec 2023 Reasonable Redress Thurrock Council (202202533) Case 202202533 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) against his neighbour. The landlord’s … 15 Dec 2023 Reasonable Redress Peabody Trust (202114635) Case 202114635 · Managing Relations The complaint is about the landlord’s: Handling of reports about bedbugs in the property. Complaint handling. 11 Dec 2023 Reasonable Redress Torus62 Limited (202208222) Case 202208222 · Old Property Condition migrated-2025 The complaint is about the condition of the property at the start of the tenancy. 30 Nov 2023 Reasonable Redress Abri Group Limited (202126676) Case 202126676 · Managing Relations The complaint is about: The landlord’s handling of the resident’s concerns about the energy performance of the property including the … 30 Nov 2023 Reasonable Redress Habinteg Housing Association Limited (202201709) Case 202201709 · ASB/Abuse/Nuisance The complaint concerns the landlord’s handling of the resident’s reportedly unacceptable behaviour. 30 Nov 2023 Reasonable Redress Homes Plus Limited (202222673) Case 202222673 · Old Property Condition migrated-2025 The complaint is about the time taken to prepare the property at the start of the tenancy. 27 Nov 2023 Reasonable Redress Southwark Council (202206334) Case 202206334 · Managing Relations This complaint is about the landlord’s: Response to the resident’s reports of missing window keys. Complaint handling. 24 Nov 2023 Reasonable Redress Housing 21 (202210359) Case 202210359 · Financial The complaint is about the landlord’s response to the resident’s: Request to have a full refund of surplus water charges … 17 Nov 2023 Reasonable Redress Peabody Trust (202200954) Case 202200954 · Information and data management REPORT COMPLAINT 202200954 Peabody Trust 27 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 16 Nov 2023 Reasonable Redress Notting Hill Genesis (NHG) (202204848) Case 202204848 · Managing Relations The complaint is about the landlord’s handling of: A flood at the residents’ property and their damaged belongings. The associated … 10 Nov 2023 Reasonable Redress Hyde Housing Association Limited (202219192) Case 202219192 · Estate Management The complaint is about the landlord’s handling of: the resident’s concerns about the provision of parking control; and the resident’s … 3 Nov 2023 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202202578) Case 202202578 · Financial The complaint is about the landlord’s response to a request for a refund of the credit on the rent account. 1 Nov 2023 Reasonable Redress Livv Housing Group (202216910) Case 202216910 · Managing Relations REPORT COMPLAINT 202216910 Livv Housing Group 1 November 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 31 Oct 2023 Reasonable Redress Clarion Housing Association Limited (202229270) Case 202229270 · Financial The complaint is regarding the landlord’s; Communication and handling of the resident’s queries regarding service charges. Complaints handling. 31 Oct 2023 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202200170) Case 202200170 · Managing Relations This complaint is about the landlord’s: Handling of the resident’s rehousing application. Response to the resident’s complaint. 31 Oct 2023 Reasonable Redress Tower Hamlets Council (202222795) Case 202222795 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s report of a leak from the flat above. 20 Oct 2023 Reasonable Redress Notting Hill Genesis (NHG) (202209767) Case 202209767 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s request for repairs. 20 Oct 2023 Reasonable Redress Women’s Pioneer Housing Limited (202212180) Case 202212180 · Financial The complaint is about the landlord’s management of the resident’s rent account. 19 Oct 2023 Reasonable Redress The Guinness Partnership Limited (202207616) Case 202207616 · Estate Management The complaint is about: The landlord’s handling of reported noise disturbances from the building’s water pumps. The associated complaint. 11 Oct 2023 Reasonable Redress Stonewater Limited (202202095) Case 202202095 · Occupancy Rights The complaint is about the landlord’s removal of the resident’s belongings following the end of his tenancy. 5 Oct 2023 Reasonable Redress Hyde Housing Association Limited (202112348) Case 202112348 · Estate Management The complaint is about the landlord’s: response to the resident’s concerns about the provision and delivery of communal cleaning to … 29 Sep 2023 Reasonable Redress The Guinness Partnership Limited (202213395) Case 202213395 · Old Complaints Handling categories The complaint is about: The landlord’s handling of antisocial behaviour (ASB) reports. The landlord’s handling of the resident’s complaint. 28 Sep 2023 Reasonable Redress Royal Borough of Kensington and Chelsea (202128246) Case 202128246 · Moving/Buying/Selling Home The landlord’s handling of: Damp and mould within the resident’s property and request for new windows. The resident’s request to … 25 Sep 2023 Reasonable Redress Places for People Group Limited (202220651) Case 202220651 · Moving/Buying/Selling Home The complaint is about: The landlord's response to the resident’s reports of poor quality works and delays to his bathroom … 22 Sep 2023 Reasonable Redress Waltham Forest Council (202209449) Case 202209449 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident's reports of subsidence in her garden. 20 Sep 2023 Reasonable Redress Clarion Housing Association Limited (202202829) Case 202202829 · Managing Relations The complaint is about: The landlord’s handling of repairs to windows at the property. The Ombudsman has also considered the … 20 Sep 2023 Reasonable Redress Metropolitan Thames Valley Housing (MTV) (202219545) Case 202219545 · Estate Management The complaint is regarding the landlord’s; Decision to reduce the number of disabled parking bays in the basement carpark of … 19 Sep 2023 Reasonable Redress Guinness Housing Association Limited (202311620) Case 202311620 · Old Property Condition migrated-2025 The complaint concerns how the landlord responded to the residents reports of tiles coming loose and mould in the bathroom … 19 Sep 2023 Reasonable Redress Sovereign Network Homes (202220507) Case 202220507 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled repairs to the entrance doors in the resident’s property. 19 Sep 2023 Reasonable Redress Warwickshire Rural Housing Association Limited (202216128) Case 202216128 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s annual gas safety inspection. The Ombudsman has also considered the … 15 Sep 2023 Reasonable Redress Paradigm Housing Group Limited (202205948) Case 202205948 · Estate Management The resident complained about grounds maintenance in communal areas and the landlord’s response to her request for reimbursement of service … 14 Sep 2023 Reasonable Redress Platform Housing Group Limited (202208346) Case 202208346 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) from a neighbour, particularly noise …