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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

Browse by year

2026 2025 2024 2023 2022 2021 2020 2019

Browse by outcome

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)

16,595 decisions

Decisions

Most recent first
10 Jan 2025 Partial Maladministration Clarion Housing Association Limited (202332494) Case 202332494 · Financial The complaint is about the resident’s concerns around: The level of service charges associated with the resident’s property. The landlord’s … 10 Jan 2025 Maladministration Hexagon Housing Association Limited (202311582) Case 202311582 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: 10 Jan 2025 Maladministration Leeds City Council (202408668) Case 202408668 · Old Property Condition categories The complaint is about the landlord’s handling of the repairs to the property. 10 Jan 2025 Partial Maladministration London Borough of Redbridge (202408596) Case 202408596 · Old Property Condition categories The resident’s complaint is about the landlord’s handling of: Bathroom repairs. Window repairs. Mould in the property. 10 Jan 2025 Partial Maladministration Norwich City Council (202317762) Case 202317762 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling is … 10 Jan 2025 Partial Maladministration Origin Housing Limited (202402576) Case 202402576 · Old Property Condition categories The complaint is about the landlord’s handling of: Outstanding repairs. Reports of damp and mould. 10 Jan 2025 No Maladministration Oxford City Council (202345407) Case 202345407 · Old Property Condition categories This complaint is about the landlord’s handling of the resident’s reports of: Leaks within the property. Damp and mould within … 10 Jan 2025 Partial Maladministration Sanctuary Housing Association (202409994) Case 202409994 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s reports of issues with the storage heaters in the property. … 10 Jan 2025 Partial Maladministration Selwood Housing Society Limited (202220136) Case 202220136 · Managing Relations The complaint is about the landlord’s handling of the applicant’s application for a shared ownership property. The Ombudsman has also … 10 Jan 2025 No Maladministration Westward Housing Group Limited (202341878) Case 202341878 · Moving/Buying/Selling Home The complaint is about: The landlord’s handling of the resident’s reports of repairs to his property. The landlord’s response to … 9 Jan 2025 Partial Maladministration Abri Group Limited (202401476) Case 202401476 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Allegations of harassment and reports of antisocial behaviour (ASB). The associated complaint. 9 Jan 2025 Reasonable Redress Cornwall Housing Limited (202407068) Case 202407068 · Old Property Condition categories The complaint is regarding the landlord’s response to the resident’s reports of a rat infestation at her property. 9 Jan 2025 Reasonable Redress Hastoe Housing Association Limited (202346196) Case 202346196 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s: Reports of being locked out of the property. Requests for … 9 Jan 2025 Partial Maladministration Onward Homes Limited (202311865) Case 202311865 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s report of fire alarms failing to activate during a fire … 9 Jan 2025 Maladministration Sovereign Network Homes (Former Network Homes) (202403595) Case 202403595 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property. The Ombudsman … 8 Jan 2025 Partial Maladministration Camden Council (202228423) Case 202228423 · Financial The complaint is about the landlord’s handling of the resident’s water charges. The Ombudsman has also investigated the landlord’s complaint … 8 Jan 2025 Reasonable Redress Chesterfield Borough Council (202227489) Case 202227489 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of damp and mould. 8 Jan 2025 Partial Maladministration Clarion Housing Association Limited (202303913) Case 202303913 · Old Complaints Handling categories The complaint is about the landlord’s handling of: A leak into the resident’s property which caused damp and mould. The … 8 Jan 2025 Maladministration Connect Housing Association Limited (202230251) Case 202230251 · Information and data management The complaint is about the landlord’s handling of the resident’s: concerns about its communication regarding: a fly infestation; road, curb, … 8 Jan 2025 Maladministration Gentoo Group Limited (202313045) Case 202313045 · Old Property Condition categories The complaint is about the landlord’s handling of damp and mould at the resident’s property. 8 Jan 2025 Maladministration London Borough of Hackney (202333551) Case 202333551 · Old Tenants Behaviour categories The complaint is about the landlord’s response to the resident’s reports of smoking in communal areas. 8 Jan 2025 Partial Maladministration Magna Housing Limited (202343407) Case 202343407 · Old Moving to a Property categories The complaint refers to the landlord’s handling of the resident’s: Reports of damp and mould. Request to be rehoused. 8 Jan 2025 Partial Maladministration Westminster City Council (202228383) Case 202228383 · Old Complaints Handling categories The complaint is about the landlord’s handling of the leaseholder’s report that a storage heater was not working. The Ombudsman … 7 Jan 2025 No Maladministration Eastbourne Borough Council (202322173) Case 202322173 · Responsive repairs/activity The complaint is about the landlord’s response to requests to install a fence in the resident’s garden . 7 Jan 2025 Maladministration London & Quadrant Housing Trust (L&Q) (202413449) Case 202413449 · Old Property Condition categories The complaint is about the landlord’s handling of repairs to a window. 7 Jan 2025 Maladministration Richmond Housing Partnership Limited (202345642) Case 202345642 · Old Complaints Handling categories The resident’s complaint is about the landlord’s response to his reports of: The faulty communal door intercom system. Damp and … 7 Jan 2025 Maladministration Shepherds Bush Housing Association Limited (202335357) Case 202335357 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of disrepair to the windows. The associated complaint. 7 Jan 2025 No Maladministration Thrive Homes Limited (202311541) Case 202311541 · Financial REPORT COMPLAINT 202311541 Thrive Homes Limited 7 January 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 7 Jan 2025 Maladministration Wandsworth Council (202317965) Case 202317965 · Information and data management REPORT COMPLAINT 202317965 Wandsworth Council 7 January 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 6 Jan 2025 Outside Jurisdiction Abri Group Limited (202309628) Case 202309628 · Financial The complaint is about the landlord’s handling of the resident’s reports of faulty utility meters. 6 Jan 2025 Maladministration Citizen Housing (202227616) Case 202227616 · Managing Relations This complaint is about the landlord’s response to the resident’s reports of cockroaches. The Ombudsman has also considered the landlord’s … 6 Jan 2025 Maladministration Haringey London Borough Council (202320733) Case 202320733 · 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 … 6 Jan 2025 Reasonable Redress Platform Housing Group Limited (202305921) Case 202305921 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s reports of repairs, in particular: The back door. A leak … 6 Jan 2025 Maladministration Sovereign Network Homes (Former Network Homes) (202330161) Case 202330161 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of damp, mould, and the associated repairs. The Ombudsman … 3 Jan 2025 Maladministration Great Places Housing Association (202224598) Case 202224598 · Managing Relations The complaint is about the landlord’s handling of damp and mould. The Ombudsman has also investigated the landlord’s complaint handling. 3 Jan 2025 Maladministration Haringey London Borough Council (202346537) Case 202346537 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Reports of a leak and subsequent damp and mould. Associated … 2 Jan 2025 Reasonable Redress Clarion Housing Association Limited (202414154) Case 202414154 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Request for adaptations to the front door. Associated complaint. 25 Dec 2024 Maladministration London Borough of Lambeth (202216092) Case 202216092 · Information and data management The complaint is about the landlord’s handling of the resident’s reports of repairs, including: leaks into the property from the … 23 Dec 2024 Maladministration City of York Council (202344656) Case 202344656 · Old Complaints Handling categories The complaint is about: The landlord’s response to the resident’s concerns about damp, mould, and water ingress. The landlord’s handling … 23 Dec 2024 Partial Maladministration Clarion Housing Association Limited (202209035) Case 202209035 · Estate Management The complaint is about the landlord’s handling of the resident’s reports of: A leak to her home. Lift repairs. The … 23 Dec 2024 Partial Maladministration Eastlight Community Homes Limited (202334050) Case 202334050 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from a neighbour. Request to … 23 Dec 2024 Maladministration Flagship Housing Group Limited (202328248) Case 202328248 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of reports of damp and mould in the loft affecting the bathroom and … 23 Dec 2024 Maladministration Joseph Rowntree Housing Trust (202308330) Case 202308330 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s reports of: Draughts from the windows and garden door. Condensation … 23 Dec 2024 Partial Maladministration Leeds City Council (202345512) Case 202345512 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request for rehousing. 23 Dec 2024 Partial Maladministration LiveWest Homes Limited (202328440) Case 202328440 · Old Complaints Handling categories The complaint is about the landlord’s handling of a roof leak. This Service has also investigated the landlord’s complaint handling. 23 Dec 2024 Partial Maladministration London Borough of Islington (202328765) Case 202328765 · Old Moving to a Property categories The complaint is about the landlord’s response to the resident’s: Antisocial behaviour (‘ASB’) reports. Request for a management transfer. 23 Dec 2024 Maladministration London Borough of Lambeth (202416134) Case 202416134 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of damp and mould repairs. The Ombudsman has also investigated the landlord’s complaint … 23 Dec 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202414096) Case 202414096 · Managing Relations The complaint concerns the landlord’s handling of the resident’s reports of: A leak in the property. Damp and mould. This … 23 Dec 2024 Reasonable Redress Paragon Asra Housing Limited (202311128) Case 202311128 · Health and Safety (inc. building safety) This complaint is about the landlord’s handling of a reported carbon monoxide leak and gas safety concerns. 23 Dec 2024 Reasonable Redress Places for People Group Limited (202228963) Case 202228963 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the resident’s concerns about: Leaks at her property. A rat infestation. Its …