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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

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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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14 Nov 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202310405) Case 202310405 · Managing Relations The complaint is about the landlord’s handling of repairs required to the resident’s bathroom extractor fan and ventilation system. The … 14 Nov 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202324352) Case 202324352 · Old Complaints Handling categories The complaint is about the landlord’s handling of: A leak from the roof into the resident’s property. The associated complaint. 14 Nov 2024 Maladministration Metropolitan Thames Valley Housing (MTV) (202344342) Case 202344342 · Financial The complaint is about the landlord’s handling of the resident’s service charge complaint. 14 Nov 2024 No Maladministration Midland Heart Limited (202310188) Case 202310188 · Old Complaints Handling categories REPORT COMPLAINT 202310188 Midland Heart Limited 14 November 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 14 Nov 2024 Partial Maladministration PHA Homes (202305666) Case 202305666 · ASB/Abuse/Nuisance The complaint is about: the impact of damp and mould on the resident’s health. the landlord’s handling of the resident’s: … 14 Nov 2024 Maladministration Shepherds Bush Housing Association Limited (202314963) Case 202314963 · Old Property Condition migrated-2025 The resident’s complaint is about the landlord’s response to her concerns about the lack of openable windows in the property. 14 Nov 2024 Partial Maladministration The Guinness Partnership Limited (202226924) Case 202226924 · Old Complaints Handling categories The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of the … 13 Nov 2024 Partial Maladministration Arun District Council (202213713) Case 202213713 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) from the adjoining neighbour (neighbour … 13 Nov 2024 Maladministration Aster Group Limited (202320973) Case 202320973 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also investigated … 13 Nov 2024 Partial Maladministration ForHousing Limited (202229855) Case 202229855 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of: Repairs needed in communal areas. A pest infestation … 13 Nov 2024 No Maladministration Gateshead Metropolitan Borough Council (202233311) Case 202233311 · Financial The complaint is about: The increase in service charges for the heating. The landlord’s response to the resident’s request to … 13 Nov 2024 Maladministration Gentoo Group Limited (202331096) Case 202331096 · Old Property Condition migrated-2025 The resident’s complaint is about the landlord’s response to reports of damp and mould in a bedroom located over an … 13 Nov 2024 No Maladministration Islington Council (202124725) Case 202124725 · Old Moving to a Property categories The resident’s complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour. (ASB) The landlord’s handling of … 13 Nov 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202342172) Case 202342172 · Old Complaints Handling categories The resident’s complaint is about: The landlord’s response to the resident’s reports of damp and mould throughout the property. The … 13 Nov 2024 Maladministration Mosscare St. Vincent’s Housing Group Limited (202343475) Case 202343475 · Information and data management The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of a … 13 Nov 2024 Maladministration Paragon Asra Housing Limited (202311092) Case 202311092 · Estate Management The complaint is about the landlord’s handling of the resident’s reports his allocated parking space was used by an unauthorised … 13 Nov 2024 Partial Maladministration Peabody Trust (202221669) Case 202221669 · Financial The complaint is about the landlord’s handling of the resident’s reports about: Damp and mould. Damaged and stolen items. The … 13 Nov 2024 Maladministration Southwark Council (202335373) Case 202335373 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered … 13 Nov 2024 Partial Maladministration The Riverside Group Limited (202319066) Case 202319066 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB). The Ombudsman has also investigated … 12 Nov 2024 Partial Maladministration Clarion Housing Association Limited (202334330) Case 202334330 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Request for her windows to be replaced. Request for it … 12 Nov 2024 No Maladministration Jigsaw Homes Group Limited (202315640) Case 202315640 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s reports about an ongoing rat infestation. 12 Nov 2024 No Maladministration Jigsaw Homes Group Limited (202336579) Case 202336579 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s reports about an ongoing rat infestation. 12 Nov 2024 Maladministration London Borough of Croydon (202220147) Case 202220147 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of: The landlord’s response to the resident’s health issues and its handling of … 12 Nov 2024 Maladministration London Borough of Lambeth (202233967) Case 202233967 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of: The resident’s concerns of subsidence at her property and repairs to a … 12 Nov 2024 Maladministration London & Quadrant Housing Trust (202323621) Case 202323621 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s concerns about the condition of property when she moved in … 12 Nov 2024 Partial Maladministration Peabody Trust (202303736) Case 202303736 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of repair issues with the balcony doors and windows. … 12 Nov 2024 Maladministration Peabody Trust (202312777) Case 202312777 · Managing Relations The complaint is about the landlord’s handling of: the resident’s reports of damp and mould. the resident’s complaint. 12 Nov 2024 Maladministration Richmond Housing Partnership Limited (202414659) Case 202414659 · Health and Safety (inc. building safety) The complaint is about: The landlord’s handling of repairs to the front and back doors of the property. The landlord’s … 12 Nov 2024 Partial Maladministration Sanctuary Housing Association (202302127) Case 202302127 · Managing Relations This complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the bathroom. The resident’s … 12 Nov 2024 Maladministration Southern Housing (202341744) Case 202341744 · Estate Management The complaint is about the landlord’s handling of: Reports of a rodent infestation. The resident’s associated complaint. 12 Nov 2024 Partial Maladministration The Guinness Partnership Limited (202234427) Case 202234427 · Financial The complaint is about the landlord’s: Administration of the resident’s service charge account. Response to the resident’s request for a … 12 Nov 2024 Maladministration The Guinness Partnership Limited (202308333) Case 202308333 · Managing Relations The complaint is about: The landlord’s response to reports of damp and mould. The landlord’s handling of door and window … 12 Nov 2024 Maladministration Town and Country Housing (202413444) Case 202413444 · Old Complaints Handling categories This complaint is about the landlord’s handling of: repairs to the roof of the resident’s property; the associated complaint. 11 Nov 2024 Maladministration Clarion Housing Association Limited (202225302) Case 202225302 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of damp and mould. 11 Nov 2024 Maladministration Gentoo Group Limited (202204407) Case 202204407 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB), and the associated transfer request. 11 Nov 2024 Maladministration Hammersmith and Fulham Council (202211706) Case 202211706 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s report of antisocial behaviour. The Ombudsman has also considered the … 11 Nov 2024 Partial Maladministration Havering Council (202335663) Case 202335663 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: Repairs to the communal areas. Reports of damp and mould in the … 11 Nov 2024 Partial Maladministration London Borough of Wandsworth (202324260) Case 202324260 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Handling of tap repairs and the resident’s request for compensation for these. Response to … 11 Nov 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202234353) Case 202234353 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s: Concerns about a carbon monoxide leak and a lack of … 11 Nov 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202311546) Case 202311546 · Estate Management The complaint is about the landlord’s handling of the resident’s reports of a leaking gutter. The Ombudsman has also considered … 11 Nov 2024 Maladministration Newlon Housing Trust (202311126) Case 202311126 · Financial The complaint is about the landlord’s response to the resident’s request for information about service charges, and regarding the progress … 11 Nov 2024 Maladministration Woking Borough Council (202311569) Case 202311569 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the resident’s property. 11 Nov 2024 Maladministration Your Housing Group Limited (202310534) Case 202310534 · Managing Relations The complaint is about the landlord’s handling of: Damp and mould, including the presence of woodlice and garden flooding. Window, … 8 Nov 2024 Maladministration Cambridge City Council (202337027) Case 202337027 · ASB/Abuse/Nuisance REPORT COMPLAINT 202337027 Cambridge City Council 8 November 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 8 Nov 2024 Reasonable Redress Hammersmith and Fulham Council (202339246) Case 202339246 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the resident’s balcony door. The associated complaint. 8 Nov 2024 Reasonable Redress Orbit Group Limited (202411766) Case 202411766 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of a missed heating contractor appointment. 7 Nov 2024 Partial Maladministration A2Dominion Housing Group Limited (202329430) Case 202329430 · Managing Relations The complaint is about the landlord’s: Response to temporary accommodation not having electricity when the resident moved in. Response to … 7 Nov 2024 Maladministration B3 Living Limited (202214301) Case 202214301 · Managing Relations The complaint is about the landlord’s handling of shower repairs. The Ombudsman has also investigated the landlord’s complaint handling. 7 Nov 2024 Maladministration Brighter Places (202233133) Case 202233133 · Financial The complaint is about the landlord’s administration of the resident’s rent account. 7 Nov 2024 Maladministration Brighton and Hove City Council (202400988) Case 202400988 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s reports concerning: Asbestos. Damp and mould.