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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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Browse by outcome

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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Outcome: Reasonable_Redress ×

Showing 1,440 of 16,595 decisions

Decisions

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13 Sep 2023 Reasonable Redress Sanctuary Housing Association (202125039) Case 202125039 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: the resident's reports of antisocial behaviour (ASB) from her neighbour. the associated … 11 Sep 2023 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202202099) Case 202202099 · Moving/Buying/Selling Home The complaint is about the landlord’s response to a request for a housing transfer and the handling of the associated … 11 Sep 2023 Reasonable Redress West Kent Housing Association (202214975) Case 202214975 · Information and data management The complaint is about the landlord’s decision to place a risk alert on the resident’s record. 8 Sep 2023 Reasonable Redress Yorkshire Housing Limited (202201531) Case 202201531 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of delays to the construction, and subsequent purchase, of the resident’s new build … 7 Sep 2023 Reasonable Redress Aster Group Limited (202104588) Case 202104588 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of an infestation. This service has considered the landlord’s … 6 Sep 2023 Reasonable Redress Peabody Trust (202212355) Case 202212355 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of damp and mould and his subsequent request for … 1 Sep 2023 Reasonable Redress One Housing Group Limited (202218055) Case 202218055 · Managing Relations The complaint is about the landlord’s response to the resident’s: reports of a loss of the hot water supply within … 31 Aug 2023 Reasonable Redress One Housing Group Limited (202213037) Case 202213037 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the sales process for the resident’s property. 31 Aug 2023 Reasonable Redress Optivo (now Southern Housing) (202215116) Case 202215116 · Managing Relations The complaint is about the landlord’s handling of: a leak at the resident’s property. the associated complaint and request for … 31 Aug 2023 Reasonable Redress The Guinness Partnership Limited (202209343) Case 202209343 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to: The back door, kitchen door and living room doors at … 30 Aug 2023 Reasonable Redress The Housing Plus Group Limited (202215056) Case 202215056 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s staircasing application. 29 Aug 2023 Reasonable Redress Longhurst Group Limited (202121961) Case 202121961 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident concerning: A lack of heating and hot water in 2020. … 25 Aug 2023 Reasonable Redress Accent Housing Limited (202221854) Case 202221854 · Managing Relations The complaint is about the landlord’s response to the resident’s concerns about: The repair of a ventilation grill at her … 25 Aug 2023 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202207377) Case 202207377 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of faulty windows, and its associated repairs. 24 Aug 2023 Reasonable Redress Grand Union Housing Group Limited (202120857) Case 202120857 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s purchase of their home through the Right to Buy scheme. 24 Aug 2023 Reasonable Redress Peabody Trust (202215428) Case 202215428 · Managing Relations The complaint is about the landlord’s response to the resident’s: reports of a leak in her building causing damp and … 24 Aug 2023 Reasonable Redress Peabody Trust (202215468) Case 202215468 · Managing Relations The complaint is about the landlord’s response to the resident’s: reports of a leak affecting her property; provision of evidence … 22 Aug 2023 Reasonable Redress Sovereign Network Homes (202221533) Case 202221533 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s concerns about a boundary fence. 14 Aug 2023 Reasonable Redress Clarion Housing Association Limited (202205171) Case 202205171 · ASB/Abuse/Nuisance The complaint is about: the landlord’s response to the resident’s concerns that the neighbours’ camera doorbells resulted in a loss … 14 Aug 2023 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202211400) Case 202211400 · Financial This complaint is about the landlord’s: Communication about increased service charges. Increase of emergency lighting maintenance costs. Complaint handling. 14 Aug 2023 Reasonable Redress Plus Dane Housing Limited (202218640) Case 202218640 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s right to acquire application. 7 Aug 2023 Reasonable Redress A2Dominion Housing Group Limited (202210846) Case 202210846 · Managing Relations The complaint is about the landlord’s response to the resident’s: reports of a broken toilet within her property. associated complaint. 7 Aug 2023 Reasonable Redress Harlow District Council (202211041) Case 202211041 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports regarding staff conduct, specifically the tenancy support officer. 1 Aug 2023 Reasonable Redress Notting Hill Genesis (NHG) (202119899) Case 202119899 · Old Property Condition migrated-2025 The resident’s complaint was about outstanding repairs and snagging, staff behaviour, delay to the resident’s uncle's housing application and the … 31 Jul 2023 Reasonable Redress Notting Hill Genesis (NHG) (202210892) Case 202210892 · Estate Management The complaint is about the landlord’s response to the resident’s request for a parking space on the estate. 30 Jul 2023 Reasonable Redress East Suffolk Council (202221434) Case 202221434 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of a repair to a cooker socket. 28 Jul 2023 Reasonable Redress Guinness Housing Association Limited (202210275) Case 202210275 · Managing Relations The complaint is about: The landlord's handling of repairs to the resident’s ceilings, and its subsequent compensation offer. The landlord's … 28 Jul 2023 Reasonable Redress Westminster City Council (202006131) Case 202006131 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of problems with the water supply to her flat. 27 Jul 2023 Reasonable Redress Tower Hamlets Homes (202224458) Case 202224458 · Estate Management The complaint the landlord’s response to the resident’s reports of a leak from a water tank. 25 Jul 2023 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202214905) Case 202214905 · Managing Relations The complaint is about: The landlord's response to the resident’s report of defects to bathroom works. The landlord's offer of … 25 Jul 2023 Reasonable Redress Metropolitan Thames Valley Housing (MTV) (202214345) Case 202214345 · Estate Management The complaint is about: The landlord’s handling of moths in the carpet. The landlord’s response to a request for a … 24 Jul 2023 Reasonable Redress ‘Johnnie’ Johnson Housing Trust Limited (202223385) Case 202223385 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled the renewal of the kitchen in the property. 20 Jul 2023 Reasonable Redress Westminster City Council (202223455) Case 202223455 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of a leak that affected the resident’s home. 18 Jul 2023 Reasonable Redress Clarion Housing Association Limited (202207384) Case 202207384 · Financial REPORT COMPLAINT 202207384 Clarion Housing Association Limited 18 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 12 Jul 2023 Reasonable Redress Notting Hill Genesis (NHG) (202206159) Case 202206159 · Financial This complaint comprises two separate complaints raised to the landlord. Both have been considered in this report as they are … 12 Jul 2023 Reasonable Redress Peabody Trust (202214584) Case 202214584 · Managing Relations The complaint is about the landlord’s handling of: Cyclical repair works to the resident’s property including a kitchen and bathroom … 10 Jul 2023 Reasonable Redress Orbit Group Limited (202009566) Case 202009566 · Old Property Condition categories The complaint is about: the level of compensation awarded following repairs in the kitchen; and the associated complaint. 10 Jul 2023 Reasonable Redress Sovereign Network Homes (202216523) Case 202216523 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the resident’s driveway. 7 Jul 2023 Reasonable Redress Metropolitan Thames Valley Housing (MTV) (202208632) Case 202208632 · Managing Relations The complaint is about: the landlord’s response to the resident’s concerns about staff conduct. The landlord’s handling of its decision … 4 Jul 2023 Reasonable Redress Platform Housing Group Limited (202215851) Case 202215851 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the resident’s bathroom floor. 30 Jun 2023 Reasonable Redress Newlon Housing Trust (202117358) Case 202117358 · Estate Management The complaint is about the landlord’s handling of the residents’ reports about personal items being left in communal areas of … 30 Jun 2023 Reasonable Redress Origin Housing Limited (202116215) Case 202116215 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s concerns about the lettings service, including the availability of keys … 30 Jun 2023 Reasonable Redress Stonewater Limited (202215713) Case 202215713 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of repairs to the resident’s bathroom. 29 Jun 2023 Reasonable Redress Octavia Housing (202105707) Case 202105707 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). 28 Jun 2023 Reasonable Redress Bromford Housing Group Limited (202215674) Case 202215674 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of repairs to the resident’s boiler. 27 Jun 2023 Reasonable Redress Clarion Housing Association Limited (202117029) Case 202117029 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of a bed bug infestation at the resident’s property. 26 Jun 2023 Reasonable Redress East Midlands Housing Group Limited (202215290) Case 202215290 · Old Property Condition migrated-2025 The complaint concerns how the landlord responded to the resident’s reports of damp and mould in her property’s bathroom. 26 Jun 2023 Reasonable Redress Midland Heart Limited (202209417) Case 202209417 · ASB/Abuse/Nuisance The complaint is about the landlord's handling of the resident’s reports of noise nuisance from a neighbour’s property. 23 Jun 2023 Reasonable Redress One Manchester Limited (202208677) Case 202208677 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs at the property. 23 Jun 2023 Reasonable Redress Stonewater Limited (202215389) Case 202215389 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s request for various repairs in her property.