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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 1,976 of 16,595 decisions

Decisions

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22 Sep 2021 No Maladministration One Vision Housing Limited (202105472) Case 202105472 · ASB/Abuse/Nuisance The complaint is about: the landlord’s handling of the resident’s reports of noise nuisance from his neighbour. The effect on … 22 Sep 2021 Partial Maladministration Orbit Housing Association Limited (202100415) Case 202100415 · Health and Safety (inc. building safety) The complaint refers to the landlord’s handling of the resident’s: concerns regarding the smoke detector system in his property. concerns … 22 Sep 2021 Outside Jurisdiction Southwark Council (202103621) Case 202103621 · Financial The complaint is about the resident’s liability for rent arrears. 22 Sep 2021 Reasonable Redress Your Housing Group Limited (202017428) Case 202017428 · Old Complaints Handling categories The complaint is about the landlord’s: Handling of the resident’s request for the replacement of his living room window. Associated … 21 Sep 2021 No Maladministration Barking and Dagenham Council (202002471) Case 202002471 · Local Authority / ALMO or TMO The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) and request for anti-ASB measures. … 21 Sep 2021 Partial Maladministration Clarion Housing Association Limited (202007157) Case 202007157 · Managing Relations The complaint is about the landlord’s response to the resident’s report of a leak. The complaint is about the complaint … 21 Sep 2021 Maladministration Clarion Housing Association Limited (202008559) Case 202008559 · Financial The complaint concerns the landlord’s administration of the service charge account, specifically in respect of charges for communal works which … 21 Sep 2021 Reasonable Redress Metropolitan Housing Trust Limited (202012142) Case 202012142 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of a leak and resulting mould in the bathroom … 21 Sep 2021 Maladministration Newlon Housing Trust (201900081) Case 201900081 · Managing Relations The complaint is about the landlord’s handling of the resident’s request for: A kitchen and bathroom refurbishment; and Repairs required … 21 Sep 2021 Outside Jurisdiction Onward Homes Limited (202107633) Case 202107633 · Financial The complaint concerns an increase in service charges. 21 Sep 2021 Maladministration Peabody Trust (202106695) Case 202106695 · Managing Relations The complaint is about the landlord’s handling of the resident’s complaint concerning a heating inspection at his home. 21 Sep 2021 Partial Maladministration Sandwell Metropolitan Borough Council (202107582) Case 202107582 · Local Authority / ALMO or TMO The complaint refers to the landlord’s handling of: communal cleaning at the resident’s property. the resident’s Subject Access Requests. The … 20 Sep 2021 No Maladministration Beyond Housing Limited (202009831) Case 202009831 · Financial The complaint refers to: The landlord’s handling of the letting of the property to the resident in October 2019. The … 20 Sep 2021 No Maladministration Citizen Housing (202013049) Case 202013049 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to: 20 Sep 2021 Reasonable Redress EMH Housing and Regeneration Limited (202108164) Case 202108164 · Estate Management REPORT COMPLAINT 202108164 EMH Housing and Regeneration Limited 16 September 2021 Our approach The Housing Ombudsman’s approach to investigating and … 20 Sep 2021 No Maladministration Home Group Limited (202009145) Case 202009145 · Old Property Condition migrated-2025 The complaint is about the landlord’s: Handling of a leak and the associated remedial repairs. Response to the resident’s request … 20 Sep 2021 Partial Maladministration Metropolitan Thames Valley Housing (202005113) Case 202005113 · Estate Management The complaint is about the landlord’s response to the resident’s report of a leak in the roof. The complaint is … 20 Sep 2021 No Maladministration One Manchester Limited (202103295) Case 202103295 · Financial The complaint refers to: The landlord’s response to the resident’s concerns about the administration of her rent account in 2019 … 20 Sep 2021 No Maladministration Southern Housing Group Limited (202000414) Case 202000414 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of: 20 Sep 2021 No Maladministration Torus62 Limited (202016458) Case 202016458 · ASB/Abuse/Nuisance The complaint concerns how the landlord: Responded to the resident’s report of antisocial behaviour (ASB). Managed its correspondence with the … 20 Sep 2021 No Maladministration Wandsworth Council (202013932) Case 202013932 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s concerns about the installation of a children’s play area outside … 17 Sep 2021 Partial Maladministration Abri Group Limited (202004696) Case 202004696 · Estate Management The complaint is about the landlord’s handling of the resident’s reports about the communal lift in the building. This investigation … 17 Sep 2021 Outside Jurisdiction Camden Council (202102563) Case 202102563 · Local Authority / ALMO or TMO REPORT COMPLAINT 202102563 Camden Council 17 September 2021 Our approach What we can and cannot consider is called the Ombudsman’s … 17 Sep 2021 Maladministration Home Group Limited (202016837) Case 202016837 · Managing Relations The complaint is about the landlord’s response to the resident’s reports about the external doors to the property. The landlord’s … 17 Sep 2021 Outside Jurisdiction Platform Housing Group Limited (202105359) Case 202105359 · Occupancy Rights The complaint is about the landlord’s handling of the residents’ end of tenancy notification. 17 Sep 2021 No Maladministration Six Town Housing Limited (202104733) Case 202104733 · Financial The complaint is about: The level of rent charged by the landlord to the resident based on the number of … 16 Sep 2021 Partial Maladministration Arcon Housing Association Limited (202001719) Case 202001719 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s concerns … 16 Sep 2021 Maladministration Islington Council (202015622) Case 202015622 · Local Authority / ALMO or TMO The resident complains about the landlord’s handling of her reports of damp and leaks at her property, and its response … 16 Sep 2021 Reasonable Redress London & Quadrant Housing Trust (202102187) Case 202102187 · Old Property Condition migrated-2025 The complaint is about the level of compensation the landlord offered the resident for repair delays. 16 Sep 2021 Mediation Peabody Trust (202016383) Case 202016383 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of the resident’s reports of a leak, damp smell, blocked kitchen sink and … 16 Sep 2021 Partial Maladministration Thames Valley Housing Association Limited (202013361) Case 202013361 · Managing Relations The complaint is about the landlord’s: Handling of the residents’ reports of a leak at the property. Complaint handling. 16 Sep 2021 Outside Jurisdiction The Guinness Partnership Limited (202104385) Case 202104385 · Managing Relations The resident complained about landlord’s management of a deceased neighbour’s property. 15 Sep 2021 No Maladministration Fareham Borough Council (202016061) Case 202016061 · Local Authority / ALMO or TMO This complaint is about the landlord’s handling of the resident’s reports of overgrown hedges from a neighbouring property. 15 Sep 2021 Maladministration Hyde Housing Association Limited (202007775) Case 202007775 · Managing Relations The complaint is about the landlord's: Decision to restrict the resident's communication to a single point of contact (SPOC). Response … 15 Sep 2021 Partial Maladministration Lambeth Council (202011261) Case 202011261 · Local Authority / ALMO or TMO The complaint concerns: The landlord’s handling of the resident’s concerns around the safety of electrical works carried out in September … 15 Sep 2021 Outside Jurisdiction Lincolnshire Housing Partnership Limited (202102815) Case 202102815 · Financial The complaint is about the level of rent. 15 Sep 2021 Partial Maladministration London & Quadrant Housing Trust (202105179) Case 202105179 · Managing Relations The complaint is about the landlord’s handling of: repairs to the resident’s rear door and stairway handrail. the resident’s request … 15 Sep 2021 Outside Jurisdiction Norwich City Council (202015236) Case 202015236 · Local Authority / ALMO or TMO The complaint is about service charges for sheltered housing support and alarm costs 15 Sep 2021 Partial Maladministration Optivo (202006063) Case 202006063 · Information and data management The complaint is about the landlord’s: Handling of the end of the resident’s tenancy following her death. Requests to speak … 15 Sep 2021 Maladministration Pine Court Housing Association Limited (202016974) Case 202016974 · Managing Relations The complaint concerns the landlord’s handling of the resident’s complaint about her housing transfer, antisocial behaviour, and customer service. 15 Sep 2021 Reasonable Redress The Guinness Partnership Limited (202016448) Case 202016448 · Financial The complaint is about the landlord’s response to the resident’s reports that a contractor had damaged his vacuum cleaner beyond … 15 Sep 2021 Outside Jurisdiction Tower Hamlets Council (202102251) Case 202102251 · Financial The complaint is about the Council’s handling of the resident’s application for housing, and its handling of the resident’s queries … 15 Sep 2021 Maladministration Westminster City Council (202009817) Case 202009817 · Local Authority / ALMO or TMO The resident complains about the landlord’s response to her claim for a discretionary disturbance payment, and her subsequent formal complaint … 15 Sep 2021 Reasonable Redress Westminster City Council (202100773) Case 202100773 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the leaseholder’s request for repairs to his toilet and the level of … 13 Sep 2021 Maladministration Anchor Hanover Group (202101483) Case 202101483 · Old Property Condition migrated-2025 REPORT COMPLAINT 202101483 Anchor Hanover Group 9 September 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 13 Sep 2021 Reasonable Redress London & Quadrant Housing Trust (202103724) Case 202103724 · Moving/Buying/Selling Home The complaint is about the time taken for the landlord to inform the resident that a potential buyer had pulled … 13 Sep 2021 Partial Maladministration Newlon Housing Trust (202100887) Case 202100887 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s request for an EWS1 form and works start dates. Response … 13 Sep 2021 No Maladministration Wandle Housing Association Limited (202004305) Case 202004305 · Financial The complaint is about the landlord’s: Response to the resident’s concerns regarding the administration of service charges. Response to the … 13 Sep 2021 Reasonable Redress Westminster City Council (201810206) Case 201810206 · Managing Relations The complaint was about the landlord's handling of the resident's: Reports of leaks in the property. Reports about a blocked … 11 Sep 2021 Outside Jurisdiction North East Derbyshire District Council (201911894) Case 201911894 · Local Authority / ALMO or TMO It has been difficult to engage with the resident to clarify the issues which they wish to bring as part …