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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 2,867 of 16,595 decisions

Decisions

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20 Oct 2023 Reasonable Redress Notting Hill Genesis (NHG) (202209767) Case 202209767 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s request for repairs. 20 Oct 2023 Maladministration Richmond Housing Partnership Limited (202225629) Case 202225629 · Estate Management The complaint is about: The landlord’s handling of the resident’s concerns about the lighting in communal areas around her property. … 20 Oct 2023 Reasonable Redress Women’s Pioneer Housing Limited (202212180) Case 202212180 · Financial The complaint is about the landlord’s management of the resident’s rent account. 19 Oct 2023 Partial Maladministration London Borough of Sutton (202127305) Case 202127305 · Estate Management The complaint relates to: The landlord’s handling of reports of a pest infestation. The landlord’s handling of the complaint. 19 Oct 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202123311) Case 202123311 · Managing Relations This complaint is about the landlord’s: Response to the resident’s reports of repair to the windows, kitchen sink tap, heating … 19 Oct 2023 Partial Maladministration Optivo (now Southern Housing) (202114079) Case 202114079 · Financial The complaint is about the landlord’s handling of the resident’s: Request for service charges to be removed and concerns raised … 19 Oct 2023 Maladministration St Mungo Community Housing Association (202114501) Case 202114501 · Financial The complaint is about the landlord’s handling of: The resident’s rent account and its response to her request to write … 19 Oct 2023 Reasonable Redress The Guinness Partnership Limited (202207616) Case 202207616 · Estate Management The complaint is about: The landlord’s handling of reported noise disturbances from the building’s water pumps. The associated complaint. 18 Oct 2023 No Maladministration Clarion Housing Association Limited (202204056) Case 202204056 · Old Property Condition migrated-2025 REPORT COMPLAINT 202204056 Clarion Housing Association Limited 18 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 18 Oct 2023 Severe Maladministration Dartford Borough Council (202203494) Case 202203494 · ASB/Abuse/Nuisance REPORT COMPLAINT 202203494 Dartford Borough Council 18 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 18 Oct 2023 Mediation Dudley Metropolitan Borough Council (202125040) Case 202125040 · Occupancy Rights This complaint is about the landlord’s decision to end, and not regrant, the resident’s tenancy. The landlord became aware that … 18 Oct 2023 Partial Maladministration East Midlands Housing Group Limited (202118752) Case 202118752 · ASB/Abuse/Nuisance The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour (ASB). complaint handling. 18 Oct 2023 Maladministration Housing For Women (202101075) Case 202101075 · Managing Relations The complaint is about: the landlord’s handling of repairs to the roof, and; the landlord’s handling of the associated complaint. 18 Oct 2023 Maladministration Islington Council (202220598) Case 202220598 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of reoccurring damp and mould at the resident’s property. 18 Oct 2023 Maladministration Lambeth Council (202123528) Case 202123528 · Information and data management The complaint is about the landlord’s: Handling of repairs and the resident’s reports of damp. Complaints handling. Knowledge and information … 18 Oct 2023 Partial Maladministration The Riverside Group Limited (202012645) Case 202012645 · ASB/Abuse/Nuisance The landlord’s response to reports of noise from a neighbour’s Air Source Heat Pump (ASHP). Reports of no hot water … 17 Oct 2023 Maladministration A2Dominion Housing Group Limited (202216315) Case 202216315 · Managing Relations The complaint is about the landlord's handling of reports of a leak affecting the property. The Ombudsman has decided to … 17 Oct 2023 Partial Maladministration Clarion Housing Association Limited (202127661) Case 202127661 · Managing Relations The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Related complaint 17 Oct 2023 Maladministration Clarion Housing Association Limited (202202489) Case 202202489 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s concerns about the safety of the communal staircase; Handling of … 17 Oct 2023 Maladministration Deptford Housing Co-operative Limited (202015524) Case 202015524 · Information and data management The complaint is about the landlord’s: record keeping; handling of the resident’s reports of discriminatory harassment and antisocial behaviour (ASB); … 17 Oct 2023 Partial Maladministration Hammersmith and Fulham Council (202222418) Case 202222418 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: Asbestos in the property. The resident’s reports of several repairs. The resident’s … 17 Oct 2023 Maladministration Lambeth Council (202217945) Case 202217945 · Managing Relations The complaint relates to: The landlord’s handling of repairs to the toilet. The landlord’s handling of reports of Japanese Knotweed. … 17 Oct 2023 Severe Maladministration London & Quadrant Housing Trust (L&Q) (202105177) Case 202105177 · Estate Management The complaint is about the landlord’s handling of the resident’s: Reports of foul odours in a communal hallway. Reports of … 17 Oct 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202224144) Case 202224144 · Estate Management The complaint is about the landlord’s disposal of the resident’s garden furniture. 17 Oct 2023 Maladministration Ocean Housing Limited (202112011) Case 202112011 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s reports concerning anti-social behaviour, harassment, and threatening behaviour. Handling of … 17 Oct 2023 Partial Maladministration Optivo (now Southern Housing) (202113690) Case 202113690 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s: Request for information on the building to be provided to … 17 Oct 2023 Maladministration Raven Housing Trust Limited (202215832) Case 202215832 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of a neighbour dispute. This Service has also considered the landlord’s complaint handling. 17 Oct 2023 Partial Maladministration South Tyneside Council (202205688) Case 202205688 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the resident’s request … 17 Oct 2023 Maladministration Swan Housing Association Limited (202210236) Case 202210236 · Managing Relations The complaint is about: The landlord’s handling of, and communication about, reports of outstanding repairs at the property specifically the … 17 Oct 2023 Partial Maladministration The Guinness Partnership Limited (202216536) Case 202216536 · Information and data management The complaint is about the landlord’s: Handling of, and communication about, the repairs at the property. Response to the resident’s … 16 Oct 2023 Partial Maladministration Clarion Housing Association Limited (202204839) Case 202204839 · Estate Management The complaint is about the landlord’s response to: 16 Oct 2023 Maladministration Islington Council (202223387) Case 202223387 · Managing Relations The complaint is about the landlord’s handling of a leak into the resident’s property. The Ombudsman has also considered the … 16 Oct 2023 Partial Maladministration Lewisham Council (202205928) Case 202205928 · Managing Relations REPORT COMPLAINT 202205928 Lewisham Council 16 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 16 Oct 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202210143) Case 202210143 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the resident’s bathroom. The associated complaint. 16 Oct 2023 Outside Jurisdiction Metropolitan Thames Valley Housing (MTV) (202118823) Case 202118823 · Financial The complaint is about the landlord’s handling of the resident’s concerns about the management fee. 16 Oct 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202218530) Case 202218530 · Managing Relations The complaint is about the landlord’s response to the resident’s: reports of a collapsed drain and a sewage leak into … 16 Oct 2023 Maladministration Sovereign Housing Association Limited (202209778) Case 202209778 · Estate Management The complaint is about the landlord’s handling of the resident’s concerns about communal repairs and communal cleaning. The Ombudsman has … 16 Oct 2023 Maladministration Tuntum Housing Association Limited (202119295) Case 202119295 · Managing Relations The complaint is about the landlord’s handling of the resident’s: voluntary right to buy (VRTB) purchase of her property, repairs … 13 Oct 2023 No Maladministration Clarion Housing Association Limited (202210164) Case 202210164 · Estate Management The complaint is about the landlord’s response to the request for an allocated disabled parking space. 13 Oct 2023 Maladministration Clarion Housing Association Limited (202211672) Case 202211672 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the residents reports of ASB, noise disturbance and racial abuse. The landlord’s … 13 Oct 2023 No Maladministration Flagship Housing Group Limited (202207340) Case 202207340 · Managing Relations The complaint is about the landlord’s handling of the resident’s request for better communal lighting and the current communal door … 13 Oct 2023 Severe Maladministration London Borough of Newham (202103663) Case 202103663 · Managing Relations The complaint is about the landlord’s: response to the resident’s report of an ongoing leak. complaint handling. This investigation will … 13 Oct 2023 No Maladministration London & Quadrant Housing Trust (L&Q) (202127006) Case 202127006 · Managing Relations The landlords: Decision not to further investigate the resident’s complaint from November 2018. The associated complaint. 13 Oct 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202204339) Case 202204339 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s concerns about a fire door. Complaints handling. 13 Oct 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202207592) Case 202207592 · Financial The complaint is about: The resident’s request that the landlord provide documentation showing the breakdown of her service charges since … 13 Oct 2023 Maladministration Richmond Housing Partnership Limited (202114683) Case 202114683 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). This investigation also considers the … 13 Oct 2023 Partial Maladministration Sanctuary Housing Association (202111146) Case 202111146 · Managing Relations The complaint is about: The landlord’s handling of work to repair damage caused by a leak. The landlord’s communication and … 13 Oct 2023 Maladministration Torus62 Limited (202234170) Case 202234170 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs, relating to: Reports of damp in the resident’s property. A defective … 13 Oct 2023 Maladministration Waltham Forest Council (202218457) Case 202218457 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of damp and mould, and repairs to the bathroom … 12 Oct 2023 Partial Maladministration Advance Housing and Support Limited (202207347) Case 202207347 · Health and Safety (inc. building safety) This complaint is about the landlord’s handling of the resident’s: Concerns about the servicing of the boiler. Concerns that the …