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Source · Ombudsman casework

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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Browse by outcome

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)

Outcome: Severe_Maladministration ×

Showing 164 of 16,595 decisions

Decisions

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5 Sep 2023 Severe Maladministration London & Quadrant Housing Trust (L&Q) (202205105) Case 202205105 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the ASB reports. The landlord’s handling of the resident’s complaint. 1 Sep 2023 Severe Maladministration North Tyneside Council (202214593) Case 202214593 · Occupancy Rights REPORT COMPLAINT 202214593 North Tyneside Council 01 September 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 31 Aug 2023 Severe Maladministration Estuary Housing Association Limited (202221371) Case 202221371 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered … 31 Aug 2023 Severe Maladministration GreenSquareAccord Limited (202128291) Case 202128291 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the stairs. Repairs to the bathroom flooring. Repairs to the … 17 Aug 2023 Severe Maladministration Wolverhampton City Council (202217517) Case 202217517 · Estate Management The complaint is about the landlord’s response to the resident’s: request to install fencing around the boundary of her front … 15 Aug 2023 Severe Maladministration Islington Council (202122382) Case 202122382 · Managing Relations The complaint is about the landlord’s: Handling of repairs at the property. Response to the resident’s reports of damp and … 15 Aug 2023 Severe Maladministration Kingston upon Thames Council (202209197) Case 202209197 · Information and data management The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of repairs … 11 Aug 2023 Severe Maladministration Clarion Housing Association Limited (202121016) Case 202121016 · Old Property Condition categories The complaint is regarding the landlord’s handling of reported leaks affecting the resident’s property. 10 Aug 2023 Severe Maladministration Hackney Council (202213194) Case 202213194 · Managing Relations The complaint is about the landlord’s handling of repairs to the resident’s bedroom window. The Ombudsman has also considered the … 9 Aug 2023 Severe Maladministration Harlow District Council (202212441) Case 202212441 · Estate Management REPORT COMPLAINT 202212441 Harlow District Council 9 August 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 7 Aug 2023 Severe Maladministration Christian Action (Enfield) Housing Association Limited (202105986) Case 202105986 · ASB/Abuse/Nuisance The complaint relates to: The landlord’s management of the resident’s antisocial behaviour (ASB) complaints. The landlord’s management of the resident’s … 31 Jul 2023 Severe Maladministration Gateshead Metropolitan Borough Council (202217072) Case 202217072 · Information and data management The complaint is about the landlord’s: Handling of damp at the property. Complaint handling. The landlord’s record keeping. 31 Jul 2023 Severe Maladministration Orbit Group Limited (202215754) Case 202215754 · Managing Relations The complaint is about the landlord’s response to the resident’s requests for repairs to be completed. The Ombudsman has also … 31 Jul 2023 Severe Maladministration Southern Housing Group Limited (202119541) Case 202119541 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and noise nuisance. The associated … 28 Jul 2023 Severe Maladministration London & Quadrant Housing Trust (L&Q) (202211385) Case 202211385 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of repairs following a leak from a neighbouring flat. 25 Jul 2023 Severe Maladministration North West Leicestershire District Council (202222635) Case 202222635 · Managing Relations The complaint is about the landlord’s handling of the resident’s concerns about staff conduct. 25 Jul 2023 Severe Maladministration Sanctuary Housing Association (202113467) Case 202113467 · Managing Relations The complaint is about: 22 Jul 2023 Severe Maladministration London & Quadrant Housing Trust (L&Q) (202214705) Case 202214705 · Managing Relations The complaint is about the landlord’s handling of: the resident’s window repairs; the associated complaint. 20 Jul 2023 Severe Maladministration Hammersmith and Fulham Council (202211264) Case 202211264 · Managing Relations This complaint is about the landlord’s handling of: repairs in the resident’s bathroom, and; the associated complaint. 13 Jul 2023 Severe Maladministration Anchor Hanover Group (202118379) Case 202118379 · Old Complaints Handling categories The complaint is about: The landlord’s handling of reports of damp and mould at the property. The landlord’s complaint management. 12 Jul 2023 Severe Maladministration Haringey London Borough Council (202119831) Case 202119831 · Managing Relations The complaint is about the landlord’s: 30 Jun 2023 Severe Maladministration Deptford Housing Co-operative Limited (202119624) Case 202119624 · Managing Relations The complaint is about: The landlord’s handling of repairs and upgrades at the resident’s property. This Service has also considered … 30 Jun 2023 Severe Maladministration Peabody Trust (202116900) Case 202116900 · Managing Relations The complaint is about the landlord’s decision not to investigate its handling of the resident’s repairs earlier than 2021, and … 29 Jun 2023 Severe Maladministration Southwark Council (202113988) Case 202113988 · Information and data management The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the bathroom caused by … 29 Jun 2023 Severe Maladministration Southway Housing Trust (Manchester) Limited (202104948) Case 202104948 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the residents reports of damp and mould. The Ombudsman has also considered … 28 Jun 2023 Severe Maladministration Notting Hill Genesis (NHG) (202005633) Case 202005633 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports about damp and mould in the property. The landlord’s … 28 Jun 2023 Severe Maladministration Southern Housing Group Limited (202218230) Case 202218230 · Managing Relations The complaint is about the landlord’s: handling of the resident’s reports of leaks into her property from the communal roof … 27 Jun 2023 Severe Maladministration Lewisham Council (202202867) Case 202202867 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the reports of a leak into the resident’s property and its handling … 23 Jun 2023 Severe Maladministration Wandsworth Council (202201207) Case 202201207 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of damp and mould in the property. 14 Jun 2023 Severe Maladministration Home Group Limited (202117203) Case 202117203 · Managing Relations The complaint concerns the landlord’s handling of: The resident’s reports of no heating and hot water. The related complaint. 14 Jun 2023 Severe Maladministration London & Quadrant Housing Trust (L&Q) (202203890) Case 202203890 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of recurring leaks at her previous home. Move to … 12 Jun 2023 Severe Maladministration Hammersmith and Fulham Council (202102777) Case 202102777 · Managing Relations This complaint is about the landlord’s handling of: Repairs to the resident’s windows, the insulation of the loft and kitchen … 6 Jun 2023 Severe Maladministration Charnwood Borough Council (202120834) Case 202120834 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the level access shower and the level of compensation offered. 6 Jun 2023 Severe Maladministration Lambeth Council (202121344) Case 202121344 · Managing Relations REPORT COMPLAINT 202121344 Lambeth Council 11 May 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 31 May 2023 Severe Maladministration Clarion Housing Association Limited (202112818) Case 202112818 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of noise nuisance. Consideration of the resident’s vulnerabilities. The … 31 May 2023 Severe Maladministration Lambeth Council (202119227) Case 202119227 · Information and data management The complaint is about the landlord’s: Response to reports concerning repairs to a leaking pipe and subsequent damp and mould. … 30 May 2023 Severe Maladministration Haringey London Borough Council (202217471) Case 202217471 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the leaseholder’s reports of an ongoing leak from the roof. 19 May 2023 Severe Maladministration Leeds City Council (202116049) Case 202116049 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of damp and mould within the property and associated works. 18 May 2023 Severe Maladministration Haringey London Borough Council (202204505) Case 202204505 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of repairs at her property and her concerns regarding … 18 May 2023 Severe Maladministration Peabody Trust (202118841) Case 202118841 · Managing Relations The complaint is about the landlord’s handling of: the resident’s reports of issues with her hot water supply; the resident’s … 17 May 2023 Severe Maladministration Birmingham City Council (202011032) Case 202011032 · Managing Relations The complaint is about the landlord’s handling of repairs to: A leaking heating system at the property. The presence of … 15 May 2023 Severe Maladministration Yorkshire Housing Limited (202116134) Case 202116134 · Managing Relations The complaint is about: The landlord’s handling of reports of a leak, damp and mould relating to the resident’s permanent … 12 May 2023 Severe Maladministration Birmingham City Council (202202841) Case 202202841 · Managing Relations The complaint is about the landlord’s handling of the resident’s complaint concerning its actions following a flood at his property, … 12 May 2023 Severe Maladministration Torus62 Limited (202212668) Case 202212668 · Managing Relations The complaint is about the landlord’s response to: the resident’s reports of damp and mould at the property; the resident’s … 2 May 2023 Severe Maladministration Camden Council (202126123) Case 202126123 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of the resident’s reports of: Anti-social Behaviour/Noise nuisance (ASB) by their neighbours in … 19 Apr 2023 Severe Maladministration Onward Homes Limited (202215475) Case 202215475 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports that her heating was turning itself on and could … 31 Mar 2023 Severe Maladministration London Borough of Hackney (202121187) Case 202121187 · Old Property Condition migrated-2025 The complaint is about the landlord's response to the resident’s reports of an ongoing roof leak. 30 Mar 2023 Severe Maladministration Hammersmith and Fulham Council (202106760) Case 202106760 · Managing Relations The complaint is about the residents reports of the landlord’s: handling of repairs to resolve a leak. complaint handling. The … 30 Mar 2023 Severe Maladministration Sanctuary Housing Association (202107263) Case 202107263 · Managing Relations The resident’s complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the property. Handling … 29 Mar 2023 Severe Maladministration Waverley Borough Council (202213384) Case 202213384 · Old Property Condition migrated-2025 The resident’s complaint is about the landlord's handling of disability adaptations to the resident’s property.