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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
16 Dec 2021 Reasonable Redress Dudley Metropolitan Borough Council (202015427) Case 202015427 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports about: 15 Dec 2021 Reasonable Redress Midland Heart Limited (202017042) Case 202017042 · Information and data management The resident complains about: the landlords handling of data protection, the quality of the call transcripts and the advice provided … 10 Dec 2021 Reasonable Redress Peabody Trust (202104313) Case 202104313 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of fly-tipping and its response to her request to … 7 Dec 2021 Reasonable Redress Clarion Housing Association Limited (202014623) Case 202014623 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in his property. The landlord’s … 5 Dec 2021 Reasonable Redress Royal Borough of Kensington and Chelsea (202106991) Case 202106991 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled repairs to the heating and hot water system of the property. 4 Dec 2021 Reasonable Redress Southwark Council (202109108) Case 202109108 · Local Authority / ALMO or TMO The complaint concerns the level of compensation offered by the landlord following a water leak into the resident’s property. 3 Dec 2021 Reasonable Redress London & Quadrant Housing Trust (202012424) Case 202012424 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled the resident’s charges for energy usage. 3 Dec 2021 Reasonable Redress Network Homes Limited (202115065) Case 202115065 · Occupancy Rights The complaint is about: 3 Dec 2021 Reasonable Redress Royal Borough of Kensington and Chelsea (202107921) Case 202107921 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s complaint about its removal of items from her shed. 1 Dec 2021 Reasonable Redress Network Homes Limited (202106191) Case 202106191 · Estate Management The complaint is about the landlord’s handling of a back surge of communal drain water into the property and its … 30 Nov 2021 Reasonable Redress Midland Heart Limited (202103806) Case 202103806 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of noise transference in her property. 30 Nov 2021 Reasonable Redress Optivo (202109450) Case 202109450 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s concerns regarding the condition of the property when she moved … 30 Nov 2021 Reasonable Redress Regenda Limited (202101190) Case 202101190 · Financial The complaint is about the landlord’s response to the resident’s reports about her service charge account. 28 Nov 2021 Reasonable Redress Clarion Housing Association Limited (202101927) Case 202101927 · Estate Management The complaint is about the: level of grounds maintenance service charges. landlord’s response to the resident’s concerns about the standard … 28 Nov 2021 Reasonable Redress Metropolitan Housing Trust Limited (202101759) Case 202101759 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s concerns regarding her front and back door. 27 Nov 2021 Reasonable Redress London & Quadrant Housing Trust (202016813) Case 202016813 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s concerns regarding his ceiling and report of a water leak. 26 Nov 2021 Reasonable Redress Sanctuary Affordable Housing Limited (201914180) Case 201914180 · Managing Relations The complaint was about: The landlord‘s response to the resident’s report of rodent infestation, including the level of compensation offered … 25 Nov 2021 Reasonable Redress Notting Hill Genesis (202014860) Case 202014860 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of the resident’s request for his carpet to be replaced following leaks into … 24 Nov 2021 Reasonable Redress Lewisham Council (202005458) Case 202005458 · Financial The complaint is about the disposal of the resident’s belongings, following an eviction. 24 Nov 2021 Reasonable Redress Metropolitan Housing Trust Limited (202005072) Case 202005072 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of a leak, his requests for compensation, and his … 24 Nov 2021 Reasonable Redress Network Homes Limited (202104214) Case 202104214 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of noise nuisance. 23 Nov 2021 Reasonable Redress Islington Council (202017231) Case 202017231 · Local Authority / ALMO or TMO The complaint is about the level of redress offered to the resident following her reports of a defective heating and … 23 Nov 2021 Reasonable Redress Lambeth Council (202112954) Case 202112954 · Local Authority / ALMO or TMO REPORT COMPLAINT 202112954 Lambeth Council 23 November 2021 Our approach Under our early resolution process, the Ombudsman works with the … 23 Nov 2021 Reasonable Redress Metropolitan Thames Valley Housing (202106386) Case 202106386 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled: the resident’s reports of damp and mould at the property from October 2020. … 23 Nov 2021 Reasonable Redress Optivo (202016662) Case 202016662 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of the resident’s reports of a leak into his property. 19 Nov 2021 Reasonable Redress London & Quadrant Housing Trust (202012533) Case 202012533 · Old Property Condition migrated-2025 This complaint is about the level of redress the landlord offered in respect of its acknowledged delays and failures whilst … 19 Nov 2021 Reasonable Redress Peabody Trust (202007888) Case 202007888 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of the resident’s reports of a burst water pipe. 18 Nov 2021 Reasonable Redress Hyde Housing Association Limited (202012309) Case 202012309 · Estate Management The complaint is about: The landlord’s handling of the resident’s parking arrangements. The landlord’s associated complaint handling. 18 Nov 2021 Reasonable Redress Vivid Housing Limited (202104108) Case 202104108 · Occupancy Rights The complaint is about the landlord’s handling of its letting process, including the terms set out in the tenancy agreement. 17 Nov 2021 Reasonable Redress Optivo (202104692) Case 202104692 · Estate Management The complaint refers to: The landlord’s response to the resident’s concerns about its allocation of parking bays and her request … 15 Nov 2021 Reasonable Redress Peabody Trust (202101739) Case 202101739 · Managing Relations The complaint is about the landlord’s response to the resident’s report of damage caused to her kitchen worktop by its … 15 Nov 2021 Reasonable Redress Places for People Homes Limited (201914946) Case 201914946 · Managing Relations The complaint is about how the landlord communicated with the resident in relation to a gas safety check appointment. 12 Nov 2021 Reasonable Redress Clarion Housing Association Limited (202001355) Case 202001355 · Financial The complaint is about the landlord’s: Response to the resident’s reports of a leak at a neighbouring property and the … 11 Nov 2021 Reasonable Redress One Housing Group Limited (202110942) Case 202110942 · Financial The complaint is about the landlord’s failure to provide accounts for the period of 2018-2019 and 2019-2020, as requested by … 10 Nov 2021 Reasonable Redress Richmond Housing Partnership Limited (202004009) Case 202004009 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of the resident’s reports of noise related ASB by her neighbour. 10 Nov 2021 Reasonable Redress Vivid Housing Limited (202100151) Case 202100151 · Old Property Condition migrated-2025 REPORT COMPLAINT 202100151 Vivid Housing Limited 10 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 9 Nov 2021 Reasonable Redress Clarion Housing Association Limited (202009298) Case 202009298 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) noise nuisance. 9 Nov 2021 Reasonable Redress Sanctuary Housing Association (202016572) Case 202016572 · ASB/Abuse/Nuisance The complaint concerns how the landlord dealt with the resident’s reports of antisocial behaviour (ASB) and noise nuisance: Prior to … 8 Nov 2021 Reasonable Redress London & Quadrant Housing Trust (202104391) Case 202104391 · Old Property Condition migrated-2025 REPORT COMPLAINT 202104391 London & Quadrant Housing Trust 8 November 2021 Our Approach The Housing Ombudsman’s approach to investigating and … 5 Nov 2021 Reasonable Redress Thames Valley Housing Association Limited (202016953) Case 202016953 · Financial The complaint is about: The landlord’s handling of the resident’s communal electricity charges and refund. The landlord’s handling of the … 2 Nov 2021 Reasonable Redress London & Quadrant Housing Trust (202108116) Case 202108116 · Managing Relations The complaint is about: The level of compensation offered by the landlord for its handling of a repair to the … 29 Oct 2021 Reasonable Redress Clarion Housing Association Limited (202014589) Case 202014589 · Estate Management The complaint is about the landlord’s response to the resident’s reports about service charges and communal cleaning and maintenance. 29 Oct 2021 Reasonable Redress Clarion Housing Association Limited (202016583) Case 202016583 · Old Property Condition migrated-2025 The complaint is about the level of compensation offered to the resident further to his reports of leaks into his … 26 Oct 2021 Reasonable Redress London Borough of Croydon (202008020) Case 202008020 · Financial The complaint is about the landlord’s response to the resident’s reports about how it handled her rent and council tax … 22 Oct 2021 Reasonable Redress Clarion Housing Association Limited (202008232) Case 202008232 · Managing Relations The complaint concerns: The landlord’s handling of the resident’s reports of damp and mould in property. Complaint handling. 22 Oct 2021 Reasonable Redress Phoenix Community Housing Association (Bellingham and Downham) Limited (202013299) Case 202013299 · Managing Relations The complaint is regarding: The landlord’s response to the resident’s report of a leak. The landlord’s complaint handling. 21 Oct 2021 Reasonable Redress Notting Hill Genesis (202012921) Case 202012921 · Health and Safety (inc. building safety) The complaint is about the landlord's: Handling of the gas safety check. Response to the resident’s concerns about the lack … 21 Oct 2021 Reasonable Redress Sanctuary Housing Association (202013347) Case 202013347 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of the resident’s reports of Anti-social behaviour (ASB). 20 Oct 2021 Reasonable Redress Hammersmith and Fulham Council (202100011) Case 202100011 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of repairs to a communal waste pipe serving the resident’s property. 20 Oct 2021 Reasonable Redress Wandle Housing Association Limited (202014677) Case 202014677 · Financial The complaint is about the landlord's: Administration of the rent account and its subsequent decision to recover a refund made …