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.
Decision Case ID 202313062 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 11 December 2025 Background The resident lives in a flat. He has reported repair […]
Decision Case ID 202432466 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 28 November 2025 Background The resident and her partner have mental health conditions, […]
Decision Case ID 202323759 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 26 November 2025 Background The resident told the landlord that she was dissatisfied that […]
Decision Case ID 202433180 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Shared Ownership Date 5 November 2025 Background The resident pays a service charge to the landlord which includes […]
Decision Case ID 202317700 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Shared Ownership Date 29 October 2025 Background The resident is the shared owner of a flat in a […]
Decision Case ID 202347247 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Secure Tenancy Date 21 October 2025 Background The resident lives in a 2-bedroom semi-detached house with her son. […]
The complaint is about the landlord’s response to the resident’s concerns about the condition of the property when she moved in.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour from his neighbour. The associated complaint.
This complaint is about the landlord’s handling of: The resident’s reports of inappropriate conduct by staff in its contact centre. The associated complaints.
The complaint is about the landlord’s response to reports of damp and mould. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of damp and mould at the resident’s property.
The complaint is about the landlord’s: Section 20 process for replacement windows. Response to the resident’s concerns about the replacement windows and related consultation process. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a leak at a neighbouring property causing damage to her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the installation of an intercom system. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from her neighbour. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Structural issues with an external wall. Damp and mould and its repair of the associated leaks. A loss of heating and hot water following a repair.
The complaint is about the landlord’s response to the resident concerning the letting condition and her repairs reports.
The complaint is about the landlord's handling of: Repairs to the balcony door. Complaint handling.
The complaint is about the landlord’s handling of: The resident's service charge queries. The complaint.
The complaint is about the landlord’s handling of the resident’s concerns regarding service charges, including his associated complaint.
The complaint is about the landlord’s response to the resident’s reports of rodents in the property.
The complaint is about the landlord's handling of works to the bathroom. The Ombudsman has also decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about his rent account.
The complaint is about the landlord’s handling of the resident’s queries about their service charges. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s toilet. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Service charge queries. Associated formal complaint.
The complaint is about the landlord’s handling of: The resident’s concerns regarding the neighbour’s use of commercial vehicles and allocated car parking spaces. The complaint and level of compensation offered.
The complaint is about the landlord’s response to the resident’s concerns about service charges.
The complaint is about the landlord’s: Handling of repairs to the property’s front door. Complaint handling.
The complaint is about reported delays in communication from the landlord during the sale of the shared-ownership property, and the impact of these delays.
The complaint is about the landlord’s handling of a leak at the rear of the resident’s building.
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour (ASB). Repairs to his TV aerial. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s queries about his former rent account, and its decision to instruct a debt recovery agency. The resident’s complaint.
The complaint is about the landlord’s response to reports of garden fencing defects. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of and response to the resident's concerns regarding the administration and communication of the service charge for 2023-24, in particular the increase of the charge for communal electricity.
The complaint is about the landlord’s handling of the resident’s: Request for adaptations to the front door. Associated complaint.
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |