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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

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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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21 Apr 2021 Reasonable Redress Notting Hill Genesis (202008834) Case 202008834 · Financial The complaint concerns the amount of compensation offered by the landlord following a leak to the property and in particular, … 21 Apr 2021 Reasonable Redress Sovereign Housing Association Limited (202003404) Case 202003404 The complaints are about: 20 Apr 2021 Reasonable Redress Bromsgrove District Housing Trust Limited (202010431) Case 202010431 · Financial The complaint is about: the landlord’s collection of rent relating to the property in March 2021; the amount of compensation … 16 Apr 2021 Reasonable Redress Hastoe Housing Association Limited (202006085) Case 202006085 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports about: Antisocial behaviour and racism. Repairs to a garden … 14 Apr 2021 Reasonable Redress Longhurst Group Limited (201906862) Case 201906862 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of an infestation of mice at her property. The … 14 Apr 2021 Reasonable Redress Metropolitan Housing Trust Limited (201915499) Case 201915499 · Managing Relations The complaint concerns: The landlord’s handling of the resident’s reports of a pest infestation in his property. The landlord’s associated … 14 Apr 2021 Reasonable Redress Notting Hill Genesis (202008951) Case 202008951 · Estate Management The complaint is about: The landlord’s response to the resident’s concerns over the change in the parking policy at the … 9 Apr 2021 Reasonable Redress Poplar Housing And Regeneration Community Association Limited (202011305) Case 202011305 · Old Property Condition migrated-2025 The resident complains about the garden fence that the landlord provided, its subsequent decision not to replace this with the … 8 Apr 2021 Reasonable Redress Optivo (202014522) Case 202014522 · Old Property Condition migrated-2025 The complaint is about the level of compensation offered by the landlord for its handling of repairs following a leak. 6 Apr 2021 Reasonable Redress Home Group Limited (202010713) Case 202010713 · Old Property Condition migrated-2025 The complaint is about the level of compensation offered by the landlord in respect of delays in ensuring a gas … 1 Apr 2021 Reasonable Redress Islington Council (202002434) Case 202002434 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of scratches to her windows following cyclical works at … 31 Mar 2021 Reasonable Redress Ealing Council (202006527) Case 202006527 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of the resident’s reports of a water leak into his property. 31 Mar 2021 Reasonable Redress Newlon Housing Trust (202012759) Case 202012759 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s reports of a leak in her property, and the subsequent … 30 Mar 2021 Reasonable Redress Clarion Housing Association Limited (201910091) Case 201910091 · Health and Safety (inc. building safety) REPORT COMPLAINT 201910091 Clarion Housing Association Limited 30 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 30 Mar 2021 Reasonable Redress Hammersmith and Fulham Council (202005977) Case 202005977 · Old Property Condition migrated-2025 The resident complains about: How the landlord handled repairs reported at the property and the level of compensation offered for … 30 Mar 2021 Reasonable Redress Harrow Council (202001658) Case 202001658 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of repairs to the resident’s kitchen. 30 Mar 2021 Reasonable Redress Homes Plus Limited (previously ,South Staffordshire Housing Association) (202008721) Case 202008721 · Applicant This complaint is about: The resident’s concern that the property she bought from the landlord under the Voluntary Right to … 30 Mar 2021 Reasonable Redress Notting Hill Genesis (202010053) Case 202010053 · Old Charges categories The complaint refers to: The landlord’s handling of a heating test carried out at the resident’s property and level of … 30 Mar 2021 Reasonable Redress Ocean Housing Limited (202001833) Case 202001833 · Old Home Ownership Issues (not new build) categories The complaint is about: the landlord’s handling of and response to the resident’s 2019 Right to Buy (RTB) application. Information … 30 Mar 2021 Reasonable Redress Royal Borough of Kensington and Chelsea (202009234) Case 202009234 · Local Authority / ALMO or TMO This complaint is about: The landlord’s response to the resident’s reports of noise transference from neighbouring flats. The landlord’s handling … 29 Mar 2021 Reasonable Redress Karbon Homes Limited (201906063) Case 201906063 · ASB/Abuse/Nuisance The complaint is about the landlord’s: response to the resident's reports of noise transference handling of the associated complaint. 29 Mar 2021 Reasonable Redress Peabody Trust 2018 (202001588) Case 202001588 · Old Property Condition migrated-2025 The resident has complained that the landlord has offered insufficient compensation following a large leak and extensive, long term follow … 26 Mar 2021 Reasonable Redress A2Dominion Housing Group Limited (201914932) Case 201914932 This complaint is about the landlord’s handling of: repairs to the resident’s kitchen; the related complaint. 26 Mar 2021 Reasonable Redress Peabody Trust (201904945) Case 201904945 · Old Property Condition categories The complaint refers to the landlord’s: handling of proposed upgrades to the resident’s property, complaint handling. 26 Mar 2021 Reasonable Redress Sanctuary Housing Association (202009170) Case 202009170 · Staff Training The complaint is about the landlord’s: response to the resident’s reports of disrepair to the external fascia on her property; … 25 Mar 2021 Reasonable Redress Cambridge City Council (202009399) Case 202009399 · Local Authority / ALMO or TMO The complaint is about the landlord’s application of its abandonment process to the resident. 22 Mar 2021 Reasonable Redress Gentoo Group Limited (202006624) Case 202006624 The complaint is about the landlord’s offer of compensation in relation to the resident’s reports of: a gas leak at … 19 Mar 2021 Reasonable Redress Orbit Housing Association Limited (201910103) Case 201910103 · Old Property Condition migrated-2025 The complaint is about the landlord’s offer of compensation, following a complaint regarding the absence of heating and hot water … 19 Mar 2021 Reasonable Redress Wythenshawe Community Housing Group (2) Limited (202006965) Case 202006965 The complaint is about the landlord’s handling of the resident’s Right to Buy application, specifically, delay to the process. 18 Mar 2021 Reasonable Redress Notting Hill Genesis (201914026) Case 201914026 · Information and data management The complaint is about the landlord’s response to the resident’s: request for rent statements to be posted to her monthly; … 16 Mar 2021 Reasonable Redress Network Homes Limited (202001202) Case 202001202 · Old Tenants Behaviour categories The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). 16 Mar 2021 Reasonable Redress Thames Valley Housing Association Limited (202003011) Case 202003011 · Managing Relations The resident complains about the landlord’s handling of his concerns relating to the condition of the garden at his property, … 15 Mar 2021 Reasonable Redress Swindon Borough Council (201909675) Case 201909675 · Managing Relations This Service will investigate the resident’s complaints regarding: The landlord’s response to her reports of ASB; and Its removal of … 15 Mar 2021 Reasonable Redress Wythenshawe Community Housing Group (2) Limited (202007860) Case 202007860 · Old Property Condition categories The complaint is about: The landlord’s response to the resident’s concerns about the standard of remedial works carried out in … 11 Mar 2021 Reasonable Redress Poplar Housing And Regeneration Community Association Limited (201910835) Case 201910835 The complaint is about the level of compensation awarded by the landlord in respect of delays in repairs and damaged … 11 Mar 2021 Reasonable Redress Sanctuary Housing Association (201914372) Case 201914372 · Old Property Condition migrated-2025 The complaint is about the level of compensation offered to the resident by the landlord, following a period of time … 10 Mar 2021 Reasonable Redress Livv Housing Group (202010618) Case 202010618 · Old Property Condition categories REPORT COMPLAINT 202010618 Knowsley Housing Trust 10 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 9 Mar 2021 Reasonable Redress Southwark Council (202003266) Case 202003266 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of repairs to the resident’s heating system. 8 Mar 2021 Reasonable Redress Islington Council (202010188) Case 202010188 · Local Authority / ALMO or TMO The complaint concerns: The landlord’s handling of the resident’s reports of disability discrimination towards her household. The landlord’s handling of … 8 Mar 2021 Reasonable Redress Orbit Group Limited (202009846) Case 202009846 · Information and data management The complaint is about the landlord’s decision to remove CCTV at the property. 8 Mar 2021 Reasonable Redress Sanctuary Housing Association (202008731) Case 202008731 The complaint is about the landlord’s maintenance of the boiler. 8 Mar 2021 Reasonable Redress South Tyneside Homes (202005951) Case 202005951 · Financial The complaint is about: The landlord’s administration of the resident’s rent account. The resident’s concern in relation to receiving invoices … 5 Mar 2021 Reasonable Redress Brent Council (202003203) Case 202003203 · Estate Management The complaint is about: The landlord’s response to the reports of a repair needed to the intercom system. The landlord’s … 5 Mar 2021 Reasonable Redress Sanctuary Housing Association (201914691) Case 201914691 This complaint is about the landlord’s handling of the resident’s reports of a pest infestation. 4 Mar 2021 Reasonable Redress Midland Heart Limited (202007704) Case 202007704 The complaint refers to: The landlord’s administration of the resident’s rent account. 1 Mar 2021 Reasonable Redress Sanctuary Housing Association (202002647) Case 202002647 · Old Complaints Handling categories The complaint is about: the landlord’s handling of repairs to the exterior of the resident’s property; and the landlord’s complaints … 26 Feb 2021 Reasonable Redress London Borough of Hackney (201914186) Case 201914186 · Local Authority / ALMO or TMO REPORT COMPLAINT 201914186 London Borough of Hackney 26 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 26 Feb 2021 Reasonable Redress Peabody Trust (201909073) Case 201909073 · Old Property Condition migrated-2025 This complaint is about the landlord’s response to the resident’s concerns about how it dealt with an infestation at his … 26 Feb 2021 Reasonable Redress Stafford & Rural Homes (201914039) Case 201914039 · Managing Relations The Complaint is about the landlord’s response to residents’ reports about: The level of compensation provided for acknowledged repairs failures … 23 Feb 2021 Reasonable Redress Sanctuary Housing Association (202003183) Case 202003183 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of damp and mould in his property.