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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 5,432 of 16,595 decisions

Decisions

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13 Feb 2025 Maladministration Notting Hill Genesis (NHG) (202319998) Case 202319998 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The safety of the boiler and heating system in the resident’s property. … 13 Feb 2025 Partial Maladministration Notting Hill Genesis (NHG) (202422923) Case 202422923 · Financial The complaint is about the landlord’s handling of: Repairs including works to remedy damp and mould, snagging issues in the … 13 Feb 2025 Outside Jurisdiction Places for People Group Limited (202227269) Case 202227269 · Old Property Condition categories The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. Repairs to the resident’s property. 13 Feb 2025 Maladministration Places for People Group Limited (202319514) Case 202319514 · Old Property Condition categories The complaint is about the landlord’s handling of the repairs to the resident’s bathroom. 13 Feb 2025 Maladministration Sheffield City Council (202218226) Case 202218226 · Old Complaints Handling categories The complaint is about the landlord’s: Handling of repairs to the resident’s kitchen. Response to the resident's reports of a … 13 Feb 2025 Reasonable Redress Southern Housing (202309939) Case 202309939 · Financial The complaint is about the landlord’s handling of the resident’s request for a breakdown of service charges. The Ombudsman has … 13 Feb 2025 Partial Maladministration Southwark Council (202306966) Case 202306966 · Old Property Condition categories This complaint is about the landlord’s response to the residents reports of: An incident in May 2020 in which her … 13 Feb 2025 Maladministration Stonewater Limited (202338700) Case 202338700 · Old Complaints Handling categories The complaint is about the landlord's handling of: reports of a leak causing damp and mould. the complaint. 13 Feb 2025 Partial Maladministration West Kent Housing Association (202333042) Case 202333042 · Old Complaints Handling categories The resident has complained that the landlord missed an appointment to inspect damp and mould in her home. The Ombudsman … 13 Feb 2025 Maladministration Westminster City Council (202319436) Case 202319436 · Old Estate Management categories The complaint is about the landlord’s handling of the resident’s: Reports of a repair required to the ventilation system. Reports … 12 Feb 2025 Maladministration Beyond Housing Limited (202326061) Case 202326061 · Old Property Condition categories This complaint is about the landlord’s handling of the resident’s requests for various repairs in the property. 12 Feb 2025 Partial Maladministration Bromford Housing Group Limited (202314418) Case 202314418 · Financial The complaint is about the landlord’s handling of: Damp and mould and window repairs at the resident’s property. The reimbursement … 12 Feb 2025 Partial Maladministration Chelmer Housing Partnership Limited (202328124) Case 202328124 · Financial This complaint is about the landlord’s handling of the resident’s: Reports of property repairs. Concerns about communication about his rent. 12 Feb 2025 Reasonable Redress Cobalt Housing Limited (202318338) Case 202318338 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of a personal injury. Reports of delays to complete … 12 Feb 2025 Maladministration East Midlands Housing Group Limited (202307683) Case 202307683 · Financial The complaint is about the landlord’s administration of the rent account in 2022 and 2023. We have also investigated the … 12 Feb 2025 Partial Maladministration Great Yarmouth Borough Council (202405474) Case 202405474 · Information and data management The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Temporary move. The Ombudsman has … 12 Feb 2025 Maladministration Haringey London Borough Council (202211631) Case 202211631 · Old Complaints Handling categories The complaint is about the landlord's handling of the resident's reports of a leaking toilet and bath, causing damage to … 12 Feb 2025 Maladministration Jigsaw Homes Group Limited (202228709) Case 202228709 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs and an upgrade to the communal front door. The resident’s reports … 12 Feb 2025 Maladministration Kirklees Council (202408595) Case 202408595 · Old Complaints Handling categories The complaint is about the landlord’s handling of: roof repairs. window repairs. damp and mould. The Ombudsman has also considered … 12 Feb 2025 Maladministration London Borough of Lambeth (202411513) Case 202411513 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the leaseholder’s: Reports of water ingress and associated outstanding repairs. Complaint. This … 12 Feb 2025 Maladministration London Borough of Lewisham (202340776) Case 202340776 · Old Complaints Handling categories The complaint is about the landlord’s handling of reports of a leak and associated repairs. The Ombudsman has also considered … 12 Feb 2025 Reasonable Redress Phoenix Community Housing Association (Bellingham and Downham) Limited (202338818) Case 202338818 · Old Property Condition categories The complaint is about the landlord’s handling of communications with the resident on her reports of damp and mould in … 12 Feb 2025 Partial Maladministration Sanctuary Housing Association (202303854) Case 202303854 · Health and Safety (inc. building safety) This complaint is about the landlord’s response to the resident’s reports of: A leak from a radiator and the loss … 12 Feb 2025 Severe Maladministration Southern Housing (202405905) Case 202405905 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s reports of repairs and the subsequent damp and mould. The … 12 Feb 2025 No Maladministration Sovereign Network Group (202200747) Case 202200747 · Old Tenants Behaviour categories The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). 11 Feb 2025 Maladministration Camden Council (202320145) Case 202320145 · Information and data management The complaint is about: The landlord’s handling of major works to the communal area. The landlord’s record keeping. 11 Feb 2025 Reasonable Redress Clarion Housing Association Limited (202412825) Case 202412825 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour (ASB). Repairs to his TV aerial. … 11 Feb 2025 Maladministration London Borough of Hackney (202404395) Case 202404395 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s reports of repairs to the balcony door and windows. 11 Feb 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202318553) Case 202318553 · Financial The complaint is about the landlord’s handling of the resident’s: Request for information regarding his service charge. Associated complaint. 11 Feb 2025 Partial Maladministration Peabody Trust (202302854) Case 202302854 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s reports of having no heating or hot water between 8 … 11 Feb 2025 Partial Maladministration Southern Housing (202300442) Case 202300442 · Financial The complaint is about the landlord’s handling of: The management of the resident’s rent account. The resident’s concerns about poor … 11 Feb 2025 Maladministration Together Housing Association Limited (202317344) Case 202317344 · Estate Management The complaint is about the landlord’s handling of the resident’s: Request for permission to install a gate to restrict access. … 10 Feb 2025 Maladministration Accent Housing Limited (202313384) Case 202313384 · Old Property Condition categories The complaint is about the landlord’s handling of: Damp and mould in the kitchen. Kitchen leaks and associated repairs. 10 Feb 2025 Partial Maladministration Babergh District Council (202318473) Case 202318473 · Information and data management The complaint is about: 10 Feb 2025 Partial Maladministration Clarion Housing Association Limited (202405178) Case 202405178 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s concerns regarding asbestos in the property. The Ombudsman has also … 10 Feb 2025 Maladministration Curo Places Limited (202309540) Case 202309540 · Old Complaints Handling categories The compliant is about the landlord’s handling of the residents reports of damp and mould in the property. The Ombudsman … 10 Feb 2025 Maladministration Freebridge Community Housing Limited (202320126) Case 202320126 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the resident’s concerns about the condition of the property, in particular: The … 10 Feb 2025 Partial Maladministration Homes Plus Limited (202318747) Case 202318747 · Managing Relations The complaint is about the landlord’s handling of the resident’s report of: Defects and concerns about the property after she … 10 Feb 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202229153) Case 202229153 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s reports of blockages in the plumbing at the property. The … 10 Feb 2025 Partial Maladministration Notting Hill Genesis (NHG) (202410519) Case 202410519 · Financial The landlord’s handling of the resident’s request for a management transfer due to domestic violence. The landlord’s handling of the … 10 Feb 2025 Partial Maladministration Phoenix Community Housing Association (Bellingham and Downham) Limited (202324147) Case 202324147 · Old Complaints Handling categories The complaint is about the landlord's handling of: The resident’s reports about gases entering the property. The resident's concerns about … 10 Feb 2025 Maladministration Retirement Lease Housing Association (202307689) Case 202307689 · Financial The complaint is about: The landlord's response to the resident’s queries regarding its service charge budget. The landlord's handling of … 10 Feb 2025 Reasonable Redress Saffron Housing Trust Limited (202312486) Case 202312486 · Old Property Condition categories The complaint is about the landlord’s handling of a floorboard repair. 10 Feb 2025 Partial Maladministration SHAL Housing Limited (202226625) Case 202226625 · Managing Relations The complaint is about the landlord’s handling of the resident’s concerns about: Repairs to the guttering. A lack of hot … 10 Feb 2025 Maladministration Southampton City Council (202306049) Case 202306049 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Response to the resident’s reports of defects to the property causing damp and mould. … 7 Feb 2025 No Maladministration Citizen Housing (202310811) Case 202310811 · Financial The complaint is about the landlord’s handling of a freezer being unplugged and food being affected. 7 Feb 2025 Maladministration Clarion Housing Association Limited (202231267) Case 202231267 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s: Reports about her neighbour’s building works and associated damage to … 7 Feb 2025 Partial Maladministration Gateshead Metropolitan Borough Council (202210333) Case 202210333 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s reports of roof repairs and water ingress. We have also … 7 Feb 2025 Partial Maladministration Hammersmith and Fulham Council (202409992) Case 202409992 · Information and data management The complaint is about: The landlord’s response to reports of antisocial behaviour. The associated complaint handling. The Ombudsman has also … 7 Feb 2025 Partial Maladministration Home Group Limited (202334483) Case 202334483 · Information and data management The complaint is about the landlord’s handling of: The temperature of radiators at the property. Reports of damp and mould. …