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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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15 Oct 2021 Reasonable Redress Guinness Housing Association Limited (202012044) Case 202012044 · Financial This complaint is about the landlord’s handling of: its eviction of the resident due to rent arrears; the disposal of … 11 Oct 2021 Reasonable Redress Tower Hamlets Homes (202107850) Case 202107850 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of repairs to resolve a leak in the resident’s ceiling. 6 Oct 2021 Reasonable Redress Hackney Council (202102201) Case 202102201 · Managing Relations This complaint is about the landlord’s handling of: a bathroom fan repair; the related complaint. 1 Oct 2021 Reasonable Redress Platform Housing Group Limited (202108975) Case 202108975 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s requests for repairs to his kitchen extractor fan. Investigation into … 30 Sep 2021 Reasonable Redress Hyde Housing Association Limited (201910352) Case 201910352 · Old Property Condition migrated-2025 This complaint is about the redress offered by the landlord in respect of its acknowledged delays and failures whilst handling … 30 Sep 2021 Reasonable Redress London & Quadrant Housing Trust (202007697) Case 202007697 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of: Damp at the property and subsequent repairs. The … 30 Sep 2021 Reasonable Redress Moat Homes Limited (202015230) Case 202015230 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of floor and ceiling repairs and response to reports of damage to the … 27 Sep 2021 Reasonable Redress Sanctuary Housing Association (202109211) Case 202109211 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould at the property and associated … 22 Sep 2021 Reasonable Redress Your Housing Group Limited (202017428) Case 202017428 · Old Complaints Handling categories The complaint is about the landlord’s: Handling of the resident’s request for the replacement of his living room window. Associated … 21 Sep 2021 Reasonable Redress Metropolitan Housing Trust Limited (202012142) Case 202012142 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of a leak and resulting mould in the bathroom … 20 Sep 2021 Reasonable Redress EMH Housing and Regeneration Limited (202108164) Case 202108164 · Estate Management REPORT COMPLAINT 202108164 EMH Housing and Regeneration Limited 16 September 2021 Our approach The Housing Ombudsman’s approach to investigating and … 16 Sep 2021 Reasonable Redress London & Quadrant Housing Trust (202102187) Case 202102187 · Old Property Condition migrated-2025 The complaint is about the level of compensation the landlord offered the resident for repair delays. 15 Sep 2021 Reasonable Redress The Guinness Partnership Limited (202016448) Case 202016448 · Financial The complaint is about the landlord’s response to the resident’s reports that a contractor had damaged his vacuum cleaner beyond … 15 Sep 2021 Reasonable Redress Westminster City Council (202100773) Case 202100773 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the leaseholder’s request for repairs to his toilet and the level of … 13 Sep 2021 Reasonable Redress London & Quadrant Housing Trust (202103724) Case 202103724 · Moving/Buying/Selling Home The complaint is about the time taken for the landlord to inform the resident that a potential buyer had pulled … 13 Sep 2021 Reasonable Redress Westminster City Council (201810206) Case 201810206 · Managing Relations The complaint was about the landlord's handling of the resident's: Reports of leaks in the property. Reports about a blocked … 7 Sep 2021 Reasonable Redress Clarion Housing Association Limited (202104088) Case 202104088 · ASB/Abuse/Nuisance REPORT COMPLAINT 202104088 Clarion Housing Association Limited 5 September 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining … 3 Sep 2021 Reasonable Redress Citizen Housing (202005284) Case 202005284 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of the resident's reports of various repairs at the property, including to the … 3 Sep 2021 Reasonable Redress Clarion Housing Association Limited (202010222) Case 202010222 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports concerning damp and mould at the property. complaints handling. 31 Aug 2021 Reasonable Redress Metropolitan Housing Trust Limited (202013128) Case 202013128 · Managing Relations The complaint is about: The landlord’s handling of repairs to the resident’s drains. The landlord’s complaint handling. 31 Aug 2021 Reasonable Redress Peabody Trust (202015071) Case 202015071 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of repairs to the resident’s property following his reports of sewage leaks and the … 31 Aug 2021 Reasonable Redress Peabody Trust (202016801) Case 202016801 · Managing Relations The complaint is about the landlord’s: response to the tenant’s reports regarding a leak from her neighbour’s balcony; complaints handling. 27 Aug 2021 Reasonable Redress Peabody Trust 2018 (202006390) Case 202006390 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of various repairs required to her property. The complaint … 27 Aug 2021 Reasonable Redress Sanctuary Housing Association (201914140) Case 201914140 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: Repairs to the resident’s front door. Repairs to the resident’s washing machine. … 26 Aug 2021 Reasonable Redress Metropolitan Housing Trust Limited (202014439) Case 202014439 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of leaks in the heating system in his property. … 26 Aug 2021 Reasonable Redress Metropolitan Housing Trust Limited (202104657) Case 202104657 · Managing Relations The complaint is about: The landlord’s handling of the administration of the resident’s rent account. The landlord’s handling of the … 26 Aug 2021 Reasonable Redress Sanctuary Housing Association (202015763) Case 202015763 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of repairs to adaptations at the resident’s property. 26 Aug 2021 Reasonable Redress Thrive Homes Limited (202100890) Case 202100890 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s kitchen refurbishment and the compensation it offered. 23 Aug 2021 Reasonable Redress Cottsway Housing Association Limited (202002051) Case 202002051 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of the resident’s reports of mould growth in his property. 17 Aug 2021 Reasonable Redress Hyde Housing Association Limited (202015762) Case 202015762 · Old Property Condition migrated-2025 REPORT COMPLAINT 202015762 Hyde Housing Association Limited 17 August 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining … 13 Aug 2021 Reasonable Redress Newham Council (202002208) Case 202002208 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s request for information following a Tenants and Leaseholder Forum and … 13 Aug 2021 Reasonable Redress The Guinness Partnership Limited (202009533) Case 202009533 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident about kitchen doors, a washing machine not being reconnected, a … 12 Aug 2021 Reasonable Redress Optivo (202014196) Case 202014196 · Old Property Condition migrated-2025 The complaint concerns the amount of time taken by the landlord to complete repair works to the resident’s bathroom. 12 Aug 2021 Reasonable Redress West Kent Housing Association (202102527) Case 202102527 · Old Property Condition migrated-2025 This complaint is about the landlord’s response to the resident’s concerns about the standard of paintwork to the back door. 9 Aug 2021 Reasonable Redress Notting Hill Genesis (202016415) Case 202016415 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s concerns about the condition of her property at the start … 9 Aug 2021 Reasonable Redress Sovereign Housing Association Limited (201910574) Case 201910574 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of: Mould and damp at the property. Issues with … 5 Aug 2021 Reasonable Redress One Housing Group Limited (202013149) Case 202013149 · Moving/Buying/Selling Home The resident complains that the landlord misadvised him on the time limits to appeal the District Valuer’s determination on his … 3 Aug 2021 Reasonable Redress Leeds City Council (202014123) Case 202014123 · Local Authority / ALMO or TMO The complaint concerns the landlord’s handling of the resident’s reports of a blocked toilet. 30 Jul 2021 Reasonable Redress Hyde Southbank Homes Limited (202001363) Case 202001363 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of an infestation of carpet beetles and dust mites … 30 Jul 2021 Reasonable Redress Newlon Housing Trust (202104409) Case 202104409 · Estate Management The complaint is about the landlord failing to make explicit that the property did not come with allocated parking. 30 Jul 2021 Reasonable Redress Peabody Trust (202014401) Case 202014401 · Old Property Condition migrated-2025 This complaint is about the insurance information given to the resident by the landlord following a leak in his home, … 30 Jul 2021 Reasonable Redress Tower Hamlets Council (202013924) Case 202013924 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s water ingress and mould reports. 30 Jul 2021 Reasonable Redress Westminster City Council (202011847) Case 202011847 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s requests to repair or replace the communal carpet. 29 Jul 2021 Reasonable Redress Hammersmith and Fulham Council (202013211) Case 202013211 · Local Authority / ALMO or TMO The resident has complained about: The handling of damp repairs at their previous home. The handling of the decant from … 28 Jul 2021 Reasonable Redress Metropolitan Housing Trust Limited (202009464) Case 202009464 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled repairs to the resident’s kitchen. 28 Jul 2021 Reasonable Redress Notting Hill Genesis (202014007) Case 202014007 · Financial The complaint is about: The landlord’s response to the resident’s request for the replacement of her personal belongings damaged at … 27 Jul 2021 Reasonable Redress East Midlands Housing Group Limited (202007482) Case 202007482 · Financial The complaint is about the landlord’s response to: The resident’s concerns regarding the level of service charges. The administration of … 27 Jul 2021 Reasonable Redress Metropolitan Housing Trust Limited (202102028) Case 202102028 · Managing Relations The complaint is about: The landlord’s response to the resident’s request to carry out alterations to her garden. The landlord’s … 26 Jul 2021 Reasonable Redress Royal Borough of Kensington and Chelsea (202012553) Case 202012553 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of concerns over the conduct of its contractors. 21 Jul 2021 Reasonable Redress Nottingham City Council (202005867) Case 202005867 · Local Authority / ALMO or TMO The complaint concerns the landlord’s handling of the resident’s report of the loss of hot wate r and heating following …