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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 3,517 of 16,595 decisions

Decisions

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19 Nov 2024 Maladministration Haringey London Borough Council (202301477) Case 202301477 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports about: Damp and mould. Outstanding repairs. The landlord’s complaint … 19 Nov 2024 Maladministration Lambeth Council (202220339) Case 202220339 · Information and data management The complaint is about the landlord’s handling of the resident’s reports of: An ongoing leak in the property, and the … 19 Nov 2024 Maladministration London Borough of Hillingdon (202308454) Case 202308454 · Old Property Condition categories The complaint is about the landlord’s handling of roofing works. 19 Nov 2024 No Maladministration London & Quadrant Housing Trust (L&Q) (202314930) Case 202314930 · Managing Relations The complaint is about the landlord’s handling of reports of: damp and mould following the completion of repairs. an overflowing … 19 Nov 2024 Maladministration Metropolitan Thames Valley Housing (MTV) (202310369) Case 202310369 · Old Complaints Handling categories The complaint is about: The landlord’s handling of intercom repairs. The landlord’s handling of the resident’s complaint. 19 Nov 2024 Maladministration Norwich City Council (202400012) Case 202400012 · Old Complaints Handling categories The complaint is about the landlord’s handling of: A roof leak at the resident’s property. The associated complaint. 19 Nov 2024 Maladministration Paragon Asra Housing Limited (202234137) Case 202234137 · Estate Management The complaint is about the landlord’s handling of: Repairs to a communal lift. The associated complaint. 19 Nov 2024 Partial Maladministration Paragon Asra Housing Limited (202345554) Case 202345554 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: The resident’s concerns raised in relation to the void inspection. The subsequent … 19 Nov 2024 Partial Maladministration Peabody Trust (202217880) Case 202217880 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The repair and replacement of … 19 Nov 2024 Partial Maladministration Peabody Trust (202311049) Case 202311049 · Estate Management The complaint is about the landlord's handling of the resident’s: Concerns about the use of the communal gardens. Associated formal … 19 Nov 2024 Maladministration Sage Housing Limited (202331546) Case 202331546 · Old Property Condition migrated-2025 The complaint is regarding the landlord’s response to the resident’s request for broken tiles to be replaced under the Defect … 19 Nov 2024 Partial Maladministration Southwark Council (202300853) Case 202300853 · Financial The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Report of a faulty front … 19 Nov 2024 Partial Maladministration The Guinness Partnership Limited (202329063) Case 202329063 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of multiple outstanding repairs to the property including damp … 19 Nov 2024 Partial Maladministration Trident Housing Association Limited (202230288) Case 202230288 · Financial The complaint is about the landlord’s: Decision that the resident was liable for service charges. Handling of the associated complaint. 18 Nov 2024 No Maladministration Aster Group Limited (202304972) Case 202304972 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour. Associated formal complaint. 18 Nov 2024 Partial Maladministration Barnsley Metropolitan Borough Council (202322792) Case 202322792 · Old Complaints Handling categories The complaint is about the landlord’s: Response to the resident’s kitchen adaptation request at the property. Complaint handling. 18 Nov 2024 Maladministration Charnwood Borough Council (202222678) Case 202222678 · Financial The complaint is about the landlord’s response to the resident’s requests for the property’s repair records. 18 Nov 2024 Reasonable Redress Clarion Housing Association Limited (202307928) Case 202307928 · Moving/Buying/Selling Home This complaint is about the landlord’s handling of: The resident’s report of a leak in the property and the associated … 18 Nov 2024 Partial Maladministration Clarion Housing Association Limited (202403710) Case 202403710 · Managing Relations The complaint is about the landlord’s handling of the resident’s management transfer. The Ombudsman has also considered the landlord’s complaint … 18 Nov 2024 Maladministration Connexus Homes Limited (202228594) Case 202228594 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of a change to its Unacceptable User Actions and Behaviour Policy. 18 Nov 2024 Partial Maladministration Great Places Housing Association (202303133) Case 202303133 · Managing Relations The complaint is about the landlord’s: Handling of kitchen and bathroom renewal work. Response to the resident’s concerns about the … 18 Nov 2024 Maladministration Hammersmith and Fulham Council (202402102) Case 202402102 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of repairs to the resident’s window and subsequent damp and mould in the … 18 Nov 2024 Maladministration Haringey London Borough Council (202204866) Case 202204866 · Local Authority / ALMO or TMO REPORT COMPLAINT 202204866 Haringey London Borough Council 18 November 2024 Our approach The Housing Ombudsman’s approach to investigating and determining … 18 Nov 2024 Maladministration Haringey London Borough Council (202408313) Case 202408313 · Occupancy Rights The complaint is about the landlord’s handling of the resident’s request to remain in her property. The Ombudsman has also … 18 Nov 2024 Partial Maladministration Home Group Limited (202403124) Case 202403124 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: The resident’s concerns about the property’s structural integrity. Reports of damp and … 18 Nov 2024 Maladministration London Borough of Lambeth (202331497) Case 202331497 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of reports of water ingress and damp mould at the property, and the … 18 Nov 2024 Maladministration Stonewater Limited (202344467) Case 202344467 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). 18 Nov 2024 Maladministration The Riverside Group Limited (202221136) Case 202221136 · Health and Safety (inc. building safety) This complaint is about the landlord’s response to the resident’s concerns about: The conduct of its surveyor who visited her … 18 Nov 2024 Maladministration The Riverside Group Limited (202321149) Case 202321149 · Financial The resident’s complaint is about the landlord’s handling of: Damp and mould in the property and associated remedial repairs. His … 18 Nov 2024 Partial Maladministration Tower Hamlets Community Housing (202401189) Case 202401189 · Managing Relations The complaint is about the landlord’s: Response to the resident’s report of mice. Response to the resident’s report of repairs … 18 Nov 2024 Partial Maladministration Trident Housing Association Limited (202214982) Case 202214982 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: The resident’s reports concerning the condition of the property. The associated complaint. 15 Nov 2024 Partial Maladministration Brighton and Hove City Council (202408882) Case 202408882 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s: Concerns about asbestos linked to plastering works. Reports of damp … 15 Nov 2024 Partial Maladministration Bromford Housing Group Limited (202348137) Case 202348137 · Managing Relations The complaint is about the landlord’s response to the: Resident’s reports of damp and mould and its handling of the … 15 Nov 2024 Mediation Camden Council (202226501) Case 202226501 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of: repairs to the heating controller and to address leaks in the property … 15 Nov 2024 Maladministration Camden Council (202344159) Case 202344159 · Managing Relations The complaint is about the landlord’s response to reports of a pest infestation. The Ombudsman has also considered the landlord’s … 15 Nov 2024 Maladministration Futures Housing Group Limited (202234026) Case 202234026 · Managing Relations The complaint is about the landlord’s response to the resident’s concerns about the conduct of its call handlers. The Ombudsman … 15 Nov 2024 Maladministration Islington Council (202234316) Case 202234316 · Managing Relations The complaint is about the landlord’s response to the resident’s: Request for general repairs. Report of no heating. The Ombudsman … 15 Nov 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202123785) Case 202123785 · Managing Relations The complaint is about the landlord’s handling of damp and mould. The Ombudsman has also investigated the landlord’s complaint handling. 15 Nov 2024 Maladministration Notting Hill Genesis (NHG) (202342805) Case 202342805 · Financial The complaint is about the resident’s reports about the landlord’s handling of the recovery of arrears associated with the lease. … 15 Nov 2024 Partial Maladministration Poplar Housing And Regeneration Community Association Limited (202231408) Case 202231408 · Managing Relations The complaint is about the landlord’s: Handling of the condition of the property when it was let. Handling of outstanding … 15 Nov 2024 No Maladministration Sanctuary Housing Association (202309564) Case 202309564 · Old Property Condition migrated-2025 The complaint is about: 15 Nov 2024 Maladministration Sandwell Metropolitan Borough Council (202419119) Case 202419119 · Information and data management The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Handling of the resident’s reports … 15 Nov 2024 No Maladministration Stevenage Borough Council (202222963) Case 202222963 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: the disconnection of the gas supply to the property. a warrant to … 15 Nov 2024 Maladministration Stevenage Borough Council (202318656) Case 202318656 · Managing Relations The complaint is about the landlord’s handling of: A roof leak, damp and mould and asbestos at the resident’s property. … 15 Nov 2024 Maladministration Wolverhampton City Council (202401959) Case 202401959 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s reports of pests and fly-tipping, and associated repairs. The resident’s … 14 Nov 2024 Partial Maladministration Birmingham City Council (202303187) Case 202303187 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould and requests for associated … 14 Nov 2024 Maladministration Bournville Village Trust (202333028) Case 202333028 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of: Water penetration into her kitchen. Damage caused by: … 14 Nov 2024 Partial Maladministration Bromford Housing Group Limited (202332382) Case 202332382 · Financial The complaint is about the landlord’s handling of the residents’: Reports of damp and mould. Reports of repairs to the … 14 Nov 2024 Partial Maladministration Clarion Housing Association Limited (202304995) Case 202304995 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: The resident’s report of repairs required in the resident’s bathroom. The resident’s … 14 Nov 2024 Maladministration Hyde Housing Association Limited (202226256) Case 202226256 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of 6-monthly filter changes for a Positive Input Ventilation (PIV) unit in the …