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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 1,976 of 16,595 decisions

Decisions

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21 Oct 2021 Reasonable Redress Sanctuary Housing Association (202013347) Case 202013347 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of the resident’s reports of Anti-social behaviour (ASB). 21 Oct 2021 Maladministration Stafford & Rural Homes (202009884) Case 202009884 · Managing Relations The complaint concerns the landlord’s response to reports of repairs required at the property and a bedbug infestation. The complaint … 21 Oct 2021 Outside Jurisdiction The Riverside Group Limited (202110808) Case 202110808 · Financial The complaint is about an increase of service charges. 20 Oct 2021 No Maladministration Bristol City Council (202107726) Case 202107726 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of noise nuisance from her neighbour. 20 Oct 2021 Outside Jurisdiction Ealing Council (202005564) Case 202005564 · Local Authority / ALMO or TMO The complaint is about the landlords handling of a reported roof leak. 20 Oct 2021 Partial Maladministration Elim Housing Association Limited (201809906) Case 201809906 · ASB/Abuse/Nuisance This complaint is about: a. the level of the landlord’s service charges for items such as building and grounds maintenance; … 20 Oct 2021 Reasonable Redress Hammersmith and Fulham Council (202100011) Case 202100011 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of repairs to a communal waste pipe serving the resident’s property. 20 Oct 2021 Maladministration Havering Council (202101048) Case 202101048 · Local Authority / ALMO or TMO The complaint is about: The landlord’s response to the resident’s reports of damp and mould in his property. The landlord’s … 20 Oct 2021 Partial Maladministration Home Group Limited (202012233) Case 202012233 · Old Property Condition migrated-2025 REPORT COMPLAINT 202012233 Home Group Limited 20 October 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining complaints … 20 Oct 2021 Partial Maladministration Leeds City Council (202008675) Case 202008675 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Assessment of the resident’s priority for rehousing. Response to the resident’s reports of anti-social … 20 Oct 2021 Partial Maladministration London Borough of Hackney (202016460) Case 202016460 · Financial The complaint is about: The landlord’s decision to no longer include water rates in rent. The level of rent and … 20 Oct 2021 Outside Jurisdiction Nehemiah United Churches Housing Association Limited (202011019) Case 202011019 · Financial The landlord’s administration of the resident’s service charge account. The landlord’s response to the resident’s concerns about the reasonableness and … 20 Oct 2021 Maladministration Sovereign Living Limited (202102355) Case 202102355 · Managing Relations The complaint concerns the landlord’s handling of: repairs required to the garden wall of the resident’s property. The formal complaint … 20 Oct 2021 Reasonable Redress Wandle Housing Association Limited (202014677) Case 202014677 · Financial The complaint is about the landlord's: Administration of the rent account and its subsequent decision to recover a refund made … 20 Oct 2021 Partial Maladministration Yorkshire Housing Limited (202107303) Case 202107303 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of water leak in her property. The landlord’s complaint … 19 Oct 2021 Maladministration Bassetlaw District Council (202011591) Case 202011591 · Financial The complaints are about: The landlord’s handling of repairs at the property following a loss of electricity. The landlord’s response … 19 Oct 2021 Partial Maladministration Clarion Housing Association Limited (202011935) Case 202011935 · Financial The complaint concerns: The landlord’s response to reports of a chip in the bath. The landlord’s assertion that the resident … 19 Oct 2021 Maladministration Whitefriars Housing Group Limited (202004594) Case 202004594 · Managing Relations The complaint is about the landlord’s handling of: the resident’s reports of damp and mould in her property. the resident’s … 18 Oct 2021 Partial Maladministration Birmingham City Council (202005797) Case 202005797 · Estate Management The complaint is about the landlord’s: Response to the resident’s concerns regarding cigarette smoke penetrating his property from the property … 18 Oct 2021 Partial Maladministration Clarion Housing Association Limited (202100430) Case 202100430 · Managing Relations The complaint refers to: The landlord’s handling of repairs needed to the resident’s fence following damage caused by a neighbour. … 18 Oct 2021 Outside Jurisdiction Metropolitan Housing Trust Limited (202003067) Case 202003067 · Old Property Condition migrated-2025 The complaint is about: The resident’s dissatisfaction with the level of redress made by the landlord in its response to … 18 Oct 2021 Outside Jurisdiction Nottingham Community Housing Association Limited (202009349) Case 202009349 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of concerns the resident raised about the style of bath installed during a … 18 Oct 2021 No Maladministration Paragon Asra Housing Limited (202103899) Case 202103899 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour and illegal activity in the communal … 15 Oct 2021 Partial Maladministration Anchor Hanover Group (202006922) Case 202006922 · Managing Relations The complaint is regarding: The landlord’s handling of the applicant’s request to be rehoused. The applicant’s concern that the landlord’s … 15 Oct 2021 No Maladministration East Midlands Housing Group Limited (202108432) Case 202108432 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). 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 … 15 Oct 2021 No Maladministration Leicester City Council (202109417) Case 202109417 · Financial The complaint is about: the landlord’s decision not to allow a mutual exchange until the resident undertook a tree removal. … 15 Oct 2021 No Maladministration Peabody Trust (202007321) Case 202007321 · ASB/Abuse/Nuisance The complaint concerns how the landlord handled: The resident’s concerns that her personal information had been shared with a third … 15 Oct 2021 No Maladministration Peabody Trust (202014607) Case 202014607 · Estate Management The complaint is about the landlord’s: response to the resident’s reports of leaks at her property from July 2021; response … 15 Oct 2021 Partial Maladministration Southwark Council (202008263) Case 202008263 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports concerning: 14 Oct 2021 Mediation Bromford Housing Association Limited (202100489) Case 202100489 · Old Property Condition migrated-2025 The complaint is about the handling of an outstanding repair to the fence. 14 Oct 2021 Outside Jurisdiction Onward Homes Limited (202014978) Case 202014978 · Managing Relations The complaint concerns: Reports that the landlord has prevented the resident from engaging with voluntary community groups. The closure of … 14 Oct 2021 Outside Jurisdiction The Riverside Group Limited (202108359) Case 202108359 · Financial The complaint concerns the increase in service charges. 14 Oct 2021 Maladministration Torus62 Limited (202105491) Case 202105491 · Managing Relations The complaint is about the landlord’s response to the resident’s concerns about a proposed decant and repairs to her property. 13 Oct 2021 Outside Jurisdiction Notting Hill Genesis (202106348) Case 202106348 · Financial The complaint concerns the landlord’s handling of the resident’s reports of an alleged theft of their bikes from a garage. 13 Oct 2021 Maladministration Thames Valley Housing Association Limited (202102166) Case 202102166 · Managing Relations This complaint is about the landlord’s response to the resident’s reports of plumbing noise, and the level of redress it … 12 Oct 2021 Partial Maladministration Abri Group Limited (202006482) Case 202006482 · Managing Relations The resident has complained about the landlord’s handling of repairs, in particular: Repairs to her front door. Repairs to an … 12 Oct 2021 No Maladministration Clarion Housing Association Limited (202009639) Case 202009639 · Old Property Condition migrated-2025 The resident complains about the landlord’s response to her reports of repairs required at the property. 12 Oct 2021 No Maladministration LiveWest Homes Limited (202106088) Case 202106088 · Health and Safety (inc. building safety) The complaint concerns the landlord’s handling of electric works at the property. The complaint is also about the landlord’s complaints … 12 Oct 2021 Maladministration Metropolitan Housing Trust Limited (201912638) Case 201912638 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of a roof leak, causing damage to his ceilings. … 12 Oct 2021 Outside Jurisdiction Southwark Council (202106680) Case 202106680 · Local Authority / ALMO or TMO The complaint concerns the assessment of the resident’s housing needs. 11 Oct 2021 No Maladministration Bromford Housing Group Limited (202105409) Case 202105409 · Estate Management The complaint concerns the landlord’s decision regarding the closure of the guest room in the resident’s building. 11 Oct 2021 Outside Jurisdiction Clarion Housing Association Limited (201907892) Case 201907892 · Financial The complaint is about the landlord's management of the resident’s rent account, which resulted in an overpayment at the resident’s … 11 Oct 2021 Maladministration Haringey Council (202100755) Case 202100755 · Local Authority / ALMO or TMO REPORT COMPLAINT 202100755 Haringey Council 5 October 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 11 Oct 2021 No Maladministration Onward Homes Limited (202107736) Case 202107736 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the resident’s: concerns over the condition of the property. concerns relating to … 11 Oct 2021 Mediation Paragon Asra Housing Limited (202107245) Case 202107245 · Managing Relations The resident complained about the landlord’s handling of the replacement of the washing machine in the property. 11 Oct 2021 No Maladministration Stafford & Rural Homes (202014819) Case 202014819 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of concerns over the conduct of a member of … 11 Oct 2021 No Maladministration The Riverside Group Limited (201815919) Case 201815919 · Estate Management The complaint is about the landlord’s response to the resident’s requests for a vehicle to be prevented from parking in … 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. 11 Oct 2021 No Maladministration Watford Community Housing Trust (202103445) Case 202103445 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the re-turfing of the resident’s garden lawn.