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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
18 Dec 2024 Partial Maladministration Hyde Housing Association Limited (202300279) Case 202300279 · Old Complaints Handling categories The complaint is about the landlord’s handling of repairs to the resident’s property. The Ombudsman has also considered the landlord’s … 18 Dec 2024 Partial Maladministration Lambeth Council (202319721) Case 202319721 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s: Requests for aids and adaptations in the property. Reports of … 18 Dec 2024 Maladministration Lambeth Council (202338474) Case 202338474 · ASB/Abuse/Nuisance REPORT COMPLAINT 202338474 Lambeth Council 18 November 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 18 Dec 2024 Maladministration Lincoln City Council (202312018) Case 202312018 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s: reports of damp and mould in her bathroom associated complaint 18 Dec 2024 Reasonable Redress LiveWest Homes Limited (202306780) Case 202306780 · Health and Safety (inc. building safety) The complaint concerns the landlord’s response to the concern regarding the safety of the electrical cabling to the boiler. This … 18 Dec 2024 Partial Maladministration London Borough of Camden Council (202227296) Case 202227296 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of reports of the slow flow of hot water. The complaint is also … 18 Dec 2024 Maladministration London Borough of Ealing (202411060) Case 202411060 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the windows. A leak and subsequent … 18 Dec 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202411689) Case 202411689 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s reports of a roof leak. 18 Dec 2024 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202316123) Case 202316123 · Financial The complaint is about: The landlord’s handling of a service charge dispute. The landlord’s handling of the resident’s complaint. 18 Dec 2024 Partial Maladministration Notting Hill Genesis (NHG) (202336636) Case 202336636 · Information and data management The complaint is about the landlord’s: handling of the resident’s reports of: lift breakdowns. the smell and the overflow of … 18 Dec 2024 Maladministration Origin Housing Limited (202308589) Case 202308589 · Old Complaints Handling categories The complaint is about the landlord’s handling of repairs to the boiler. The Ombudsman has also considered the landlord’s complaint … 18 Dec 2024 Maladministration Places for People Group Limited (202228356) Case 202228356 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s reports of damp, mould and the living room being too … 18 Dec 2024 Partial Maladministration Richmond Housing Partnership Limited (202319491) Case 202319491 · Estate Management The complaint was about the landlord’s response to resident’s concerns about grass and debris blowing onto the resident’s property following … 18 Dec 2024 Reasonable Redress Sanctuary Housing Association (202301777) Case 202301777 · Health and Safety (inc. building safety) The complaint is about the landlord's handling of: Concerns about asbestos in the property. Repairs to the bathroom. The resident’s … 18 Dec 2024 Maladministration Shepherds Bush Housing Association Limited (202407308) Case 202407308 · Old Complaints Handling categories The complaint is about the landlord’s handling of reports of water ingress and damp and mould. The Ombudsman has also … 18 Dec 2024 Maladministration The Guinness Partnership Limited (202337119) Case 202337119 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of roof leaks. The Ombudsman has also considered the … 18 Dec 2024 Maladministration Wandle Housing Association Limited (202329059) Case 202329059 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s: Reports of boiler faults. Complaint. 18 Dec 2024 Partial Maladministration Westminster Community Homes Limited (202226266) Case 202226266 · Managing Relations The complaint is about the landlord’s handling of a leak at the property. The Ombudsman has also taken the decision … 17 Dec 2024 Maladministration Accent Housing Limited (202312879) Case 202312879 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s: reports of plumbing repairs affecting the toilet and drains. reports … 17 Dec 2024 Maladministration Clarion Housing Association Limited (202222519) Case 202222519 · Old Complaints Handling categories The complaint is about the landlord’s handling of repairs to the resident’s boiler. The Ombudsman has also investigated the landlord’s … 17 Dec 2024 Maladministration East Midlands Housing Group Limited (202227100) Case 202227100 · Managing Relations The complaint is about how the landlord handled the resident’s possessions while it rehoused her. We have also considered the … 17 Dec 2024 Mediation Gateshead Metropolitan Borough Council (202221804) Case 202221804 · Old Property Condition migrated-2025 The complaint is about the resident’s reports of a leak and the subsequent repairs. 17 Dec 2024 Partial Maladministration Gravesend Churches Housing Association Limited (202224957) Case 202224957 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs to the communal stairwell. Repairs to the water supply pipes. The … 17 Dec 2024 Reasonable Redress Hammersmith and Fulham Council (202212168) Case 202212168 · Old Complaints Handling categories The complaint is about the landlord’s handling of reported leaks and the associated repairs to the resident’s bathroom. This Service … 17 Dec 2024 Reasonable Redress Incommunities Limited (202310043) Case 202310043 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the uncapping of the gas to the property when the resident moved … 17 Dec 2024 Partial Maladministration Jigsaw Homes Group Limited (202014614) Case 202014614 · ASB/Abuse/Nuisance REPORT COMPLAINT 202014614 Jigsaw Homes Group Limited 17 December 2024 Our approach The Housing Ombudsman’s approach to investigating and determining … 17 Dec 2024 Maladministration London Borough of Barking and Dagenham (202348403) Case 202348403 · Old Complaints Handling categories The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB) at the property. Complaint handling. 17 Dec 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202410614) Case 202410614 · Old Complaints Handling categories The complaint is about the landlord’s: Response to the resident’s reports of issues with the boiler in the property. Complaint … 17 Dec 2024 Partial Maladministration Magna Housing Limited (202323728) Case 202323728 · Managing Relations The complaint is about the landlord’s: Handling of reports of a leak and remedial works required. Response to health and … 17 Dec 2024 Maladministration Nottingham Community Housing Association Limited (202306377) Case 202306377 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s concerns about: Asbestos. The upgrade of her kitchen and bathroom. … 17 Dec 2024 Partial Maladministration Paradigm Housing Group Limited (202311664) Case 202311664 · Managing Relations The complaint is about the landlord’s handling of: The termination of the resident’s licence agreement. The resident’s report of the … 17 Dec 2024 Maladministration Sanctuary Housing Association (202217882) Case 202217882 · Managing Relations The complaint is about the landlord’s handling of floods in the property. The Ombudsman has also investigated the landlord’s complaint … 17 Dec 2024 Partial Maladministration Southern Housing (202232960) Case 202232960 · Estate Management The complaint is about the landlord’s handling of: damage to the resident’s window and balcony following cyclical works in 2020. … 17 Dec 2024 Maladministration The Riverside Group Limited (202230641) Case 202230641 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s concerns that a carbon monoxide alarm had not been installed … 17 Dec 2024 Maladministration Torus62 Limited (202403924) Case 202403924 · Old Complaints Handling categories The complaint is about the landlord’s handling of damp and mould repairs. The Ombudsman has also looked at the landlord’s … 17 Dec 2024 Partial Maladministration Waltham Forest Council (202337536) Case 202337536 · Financial The complaint is about the landlord’s handling of: A problem with the resident’s kitchen sink. The resident’s reports of dissatisfaction … 17 Dec 2024 Maladministration Wandle Housing Association Limited (202319561) Case 202319561 · Financial The complaint is about the landlord’s handling of a leak. The Ombudsman has also considered the landlord’s complaint handling. 17 Dec 2024 Maladministration Waverley Borough Council (202314489) Case 202314489 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of ASB. The associated complaint. 16 Dec 2024 Maladministration Camden Council (202213793) Case 202213793 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s enquiries about ownership of and access to the back garden, … 16 Dec 2024 No Maladministration Clarion Housing Association Limited (202118676) Case 202118676 · Financial The complaint is about the landlord’s handling of the resident’s concerns regarding: Gas safety checks at the property. Payment of … 16 Dec 2024 Partial Maladministration Gentoo Group Limited (202231509) Case 202231509 · Old Complaints Handling categories This complaint is about the landlord’s handling of: The resident’s request for it to complete a pathway repair. The associated … 16 Dec 2024 Partial Maladministration GreenSquareAccord Limited (202400949) Case 202400949 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of overcrowding. The resident’s reports of damp and mould. … 16 Dec 2024 Partial Maladministration Haringey London Borough Council (202330177) Case 202330177 · Managing Relations The complaint is about the landlord’s handling of: The repairs at the property. The associated complaint. 16 Dec 2024 Partial Maladministration Lambeth Council (202303553) Case 202303553 · Old Complaints Handling categories The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the property. Handling of … 16 Dec 2024 Maladministration Lambeth Council (202402971) Case 202402971 · Old Property Condition categories The complaint is about the landlord’s handling of the resident's reports about a leak. 16 Dec 2024 Reasonable Redress LiveWest Homes Limited (202300625) Case 202300625 · Old Estate Management categories The complaint is about the landlord’s handling of the resident’s reports of poor communal cleaning. 16 Dec 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202308548) Case 202308548 · Financial The complaint is about the landlord’s handling of: Reports of repairs to 2 toilets. Reports of repairs to a kitchen … 16 Dec 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202315212) Case 202315212 · Old Property Condition categories The complaint is about the landlord’s response to the resident's reports about repairs to windows, and damp and mould. The … 16 Dec 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202323654) Case 202323654 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of disrepair to the windows, causing damp and mould … 16 Dec 2024 Maladministration Metropolitan Thames Valley Housing (MTV) (202311940) Case 202311940 · Moving/Buying/Selling Home The complaint is about the landlord’s: Response to the complainant’s concerns around selling her property. Complaints handling.