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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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19 Jul 2021 Reasonable Redress Clarion Housing Association Limited (202015290) Case 202015290 · Managing Relations The complaint is about: The landlord's handling of repairs to the resident's front door. The landlord’s handling of the associated … 19 Jul 2021 Reasonable Redress Somerset West and Taunton Council (202006714) Case 202006714 · Financial The resident has complained that: The landlord has refused to compensate them for damage to their car. 16 Jul 2021 Reasonable Redress Clarion Housing Association Limited (202012788) Case 202012788 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of the resident’s reports of water leaks from October 2020 onwards. The landlord’s … 15 Jul 2021 Reasonable Redress One Vision Housing Limited (202014747) Case 202014747 · Old Property Condition migrated-2025 The complaint concerns: The landlord’s response to the resident’s concerns regarding the functionality of her toilet. The landlord’s handling of … 5 Jul 2021 Reasonable Redress Clarion Housing Association Limited (202101785) Case 202101785 · Health and Safety (inc. building safety) REPORT COMPLAINT 202101785 Clarion Housing Association Limited 5 July 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 2 Jul 2021 Reasonable Redress Westminster City Council (202017009) Case 202017009 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Handling of the resident’s reports of outstanding repairs to and the security of his … 1 Jul 2021 Reasonable Redress Catalyst Housing Limited (202009351) Case 202009351 · Old Property Condition migrated-2025 The complaint concerns the landlord’s: response to the resident’s report of a water leak in the property. handling of the … 30 Jun 2021 Reasonable Redress Grand Union Housing Group Limited (202014248) Case 202014248 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the residents’ reports of an odour coming from their water tank. 30 Jun 2021 Reasonable Redress Notting Hill Genesis (201913034) Case 201913034 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of problems with his boiler. The complaint is about … 29 Jun 2021 Reasonable Redress Nottingham City Homes (202012436) Case 202012436 · Local Authority / ALMO or TMO The complaint is about the landlord’s decision to withhold a Responsible Tenant Award 29 Jun 2021 Reasonable Redress Notting Hill Genesis (202009450) Case 202009450 · Estate Management The complaint is about the landlord’s response to the residents’ reports that a neighbour installed a gate that restricted access … 28 Jun 2021 Reasonable Redress Sanctuary Housing Association (202010279) Case 202010279 · ASB/Abuse/Nuisance The complaint concerns the landlord’s handling of the resident’s reports of antisocial behaviour by his neighbour’s visitor. 24 Jun 2021 Reasonable Redress Orbit Group Limited (201908846) Case 201908846 · Financial The complaint is about: The landlord’s contractors not making appointments prior to attending the property to complete repairs. The level … 22 Jun 2021 Reasonable Redress Peabody Trust (202014675) Case 202014675 · Old Property Condition migrated-2025 The complaint concerns: the level of compensation offered to the resident following a water leak in his property the landlord’s … 22 Jun 2021 Reasonable Redress Royal Borough of Kensington and Chelsea (202002742) Case 202002742 · Local Authority / ALMO or TMO The complaint concerns: The landlord’s response to the resident’s complaint about repair issues. The landlord’s handling of historical issues and … 22 Jun 2021 Reasonable Redress Slough Borough Council (201817026) Case 201817026 · Local Authority / ALMO or TMO The complaint is about the landlord’s: response to the resident’s reports about damp occurring in the bedrooms at her property; … 21 Jun 2021 Reasonable Redress One Housing Group Limited (202015974) Case 202015974 · Old Property Condition migrated-2025 The complaint concerns how the landlord responded to the resident’s reports of a water leak in the bathroom of the … 18 Jun 2021 Reasonable Redress Metropolitan Housing Trust Limited (201912991) Case 201912991 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports about delays in cyclical works to the property. 18 Jun 2021 Reasonable Redress Tower Hamlets Council (202005008) Case 202005008 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s anti-social behaviour (‘ASB’) and noise reports. 17 Jun 2021 Reasonable Redress Westminster City Council (202006854) Case 202006854 · Managing Relations The complaint is about the landlord’s response to the resident’s concerns regarding: The delayed redecoration of her property, following a … 16 Jun 2021 Reasonable Redress Clarion Housing Association Limited (202000374) Case 202000374 · Managing Relations This complaint is about the landlord’s handling of: the resident’s reports of repairs needed to her property; the resident’s concerns … 16 Jun 2021 Reasonable Redress London & Quadrant Housing Trust (202100892) Case 202100892 · Estate Management The complaint concerns the landlord’s handling of: repairs to resolve a leak in the roof of the building, and; the … 15 Jun 2021 Reasonable Redress Home Group Limited (201912966) Case 201912966 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the resident’s concerns regarding the administration of the sales procedure in respect … 15 Jun 2021 Reasonable Redress The Riverside Group Limited (202003714) Case 202003714 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of a property transfer offer. 14 Jun 2021 Reasonable Redress Optivo (202009015) Case 202009015 · Moving/Buying/Selling Home The complaint is about the landlord’s: Handling of repairs to the resident’s former property. Response to the resident’s request for … 9 Jun 2021 Reasonable Redress Your Housing Limited (202004434) Case 202004434 · Old Property Condition migrated-2025 The complaint concerns the level of compensation offered to the resident by the landlord following the loss of heating and … 7 Jun 2021 Reasonable Redress LiveWest Homes Limited (202012144) Case 202012144 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s report of rats and squirrels in her loft. 1 Jun 2021 Reasonable Redress Clarion Housing Association Limited (202000007) Case 202000007 · Financial REPORT COMPLAINT 202000007 Clarion Housing Association Limited 1 June 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 28 May 2021 Reasonable Redress Cheshire Peaks & Plains Housing Trust (202010072) Case 202010072 · Financial The complaint is about the landlord’s response to the resident’s reports: that it breached its contractual agreement regarding improvements to … 28 May 2021 Reasonable Redress Optivo (202000740) Case 202000740 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the residents reports of anti-social behaviour (ASB) including drug use and drug … 28 May 2021 Reasonable Redress Sanctuary Housing Association (202006043) Case 202006043 · Old Property Condition migrated-2025 The resident complains about the landlord’s handling of repairs required to her property’s hot water and heating system, shower and … 28 May 2021 Reasonable Redress Stonewater Limited (202005485) Case 202005485 · Old Property Condition migrated-2025 This complaint is about the landlord’s response to the resident’s reports of a leak from his boiler. 28 May 2021 Reasonable Redress The Guinness Partnership Limited (202008437) Case 202008437 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of: The temperature at the property and the need … 26 May 2021 Reasonable Redress Hammersmith and Fulham Council (202011308) Case 202011308 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of damp and mould in her property. 26 May 2021 Reasonable Redress London & Quadrant Housing Trust (201909237) Case 201909237 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of repairs in the property and a delay in … 24 May 2021 Reasonable Redress Clarion Housing Association Limited (202010192) Case 202010192 · Estate Management The complaint is about the landlord’s response to the resident’s reports about; the heating/hot water system at the property; parking. 24 May 2021 Reasonable Redress Peabody Trust (202008304) Case 202008304 · Estate Management The complaint is about the landlord’s handling of the resident’s request for a new key fob to access the communal … 20 May 2021 Reasonable Redress bpha Limited (202011346) Case 202011346 · Occupancy Rights REPORT COMPLAINT 202011346 bpha Limited 20 May 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 19 May 2021 Reasonable Redress Home Group Limited (202013788) Case 202013788 · Information and data management The complaint concerns the landlord’s response to the resident’s: reports of a leak in the property. request for the contractor’s … 18 May 2021 Reasonable Redress Hyde Housing Association Limited (201913216) Case 201913216 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of problems with heating, hot water, and water leaks … 17 May 2021 Reasonable Redress Clarion Housing Association Limited (202009259) Case 202009259 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of the resident’s reports of repairs needed to a kitchen tap. 12 May 2021 Reasonable Redress Sanctuary Housing Association (202008268) Case 202008268 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB); the related complaint. 7 May 2021 Reasonable Redress Newham Council (202003618) Case 202003618 · Financial The complaint is about: The level of compensation offered following the resident’s Public Liability Contents’ claim to the landlord’s insurer. … 6 May 2021 Reasonable Redress Gentoo Group Limited (202008205) Case 202008205 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the works in the property above, including its decision not to install … 30 Apr 2021 Reasonable Redress Paragon Asra Housing Limited (202000312) Case 202000312 · Old Property Condition migrated-2025 REPORT COMPLAINT 202000312 Paragon Asra Housing Limited 30 April 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 30 Apr 2021 Reasonable Redress Southern Housing Group Limited (202003355) Case 202003355 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to a repair issue with the resident’s boiler. 29 Apr 2021 Reasonable Redress Clarion Housing Association Limited (202008803) Case 202008803 · Financial This complaint is about the landlord handling of a refund on the resident’s rent account. 29 Apr 2021 Reasonable Redress Metropolitan Housing Trust Limited (202010100) Case 202010100 · Financial The complaint refers to: The landlord’s administration of the resident’s rent account. 26 Apr 2021 Reasonable Redress Peabody Trust (202008926) Case 202008926 · Estate Management The complaint is about: The landlord’s response to the resident’s reports of a leaking roof and damage caused to her … 23 Apr 2021 Reasonable Redress Newlon Housing Trust (202009747) Case 202009747 · Old Property Condition migrated-2025 The complaint concerns the landlord’s response to the resident’s request for repairs to the fitted wardrobe in the property.