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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 2,867 of 16,595 decisions

Decisions

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4 Oct 2023 Maladministration London Borough of Enfield (202220213) Case 202220213 · Managing Relations The complaint is about the landlord’s handling of repairs to the resident’s property, including: damp in the bedroom, loose windows, … 4 Oct 2023 Maladministration Sanctuary Housing Association (202113649) Case 202113649 · Managing Relations The complaint is about: The landlord’s handling of repairs in the resident’s property. The landlord’s handling of the associated complaints. 4 Oct 2023 Maladministration Sovereign Network Homes (202124797) Case 202124797 · ASB/Abuse/Nuisance The complaint is about the landlord’s: record keeping; handling of the resident’s reports of antisocial behaviour (ASB), drug use, and … 4 Oct 2023 Maladministration Torus62 Limited (202232046) Case 202232046 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: the resident’s reports of damp and mould in the property, and; damage … 3 Oct 2023 Maladministration Haringey London Borough Council (202212612) Case 202212612 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of damp and mould. 3 Oct 2023 Partial Maladministration London Borough of Brent (202124195) Case 202124195 · Estate Management The resident’s complaint is about the landlord’s handling repairs at the property, including: The roof and guttering issues reported between … 3 Oct 2023 Maladministration One Housing Group Limited (202218052) Case 202218052 · Estate Management The complaint is about the landlord’s handling of the resident’s report of Issues with lighting within the communal parts of … 2 Oct 2023 Maladministration Mansfield District Council (202225350) Case 202225350 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of reports of anti-social behaviour (ASB). 2 Oct 2023 Maladministration Southwark Council (202120974) Case 202120974 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the … 2 Oct 2023 Partial Maladministration The Guinness Partnership Limited (202015280) Case 202015280 · Managing Relations The complaint is about the landlord’s: response to the resident’s request for it to renew her windows and external doors. … 2 Oct 2023 No Maladministration Trent & Dove Housing Limited (202200745) Case 202200745 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of reports of defects at the resident’s property. 30 Sep 2023 Maladministration Clarion Housing Association Limited (202224159) Case 202224159 · Managing Relations The complaint is about how the landlord handled the resident’s: reports of repair for: the kitchen and lounge flooring; the … 30 Sep 2023 Partial Maladministration GreenSquareAccord Limited (202206981) Case 202206981 · Managing Relations The complaint is about the landlord’s handling of: the resident's request for replacement windows; and the subsequent complaint. 30 Sep 2023 Mediation Ipswich Borough Council (202119978) Case 202119978 · Old Property Condition migrated-2025 The complaint is about: The condition of the property at the beginning of the tenancy. The landlord’s handling of the … 30 Sep 2023 Partial Maladministration LiveWest Homes Limited (202221350) Case 202221350 · Managing Relations REPORT COMPLAINT 202221350 LiveWest Homes Limited 29 September 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 30 Sep 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202213502) Case 202213502 · Managing Relations The complaint is about the landlord’s handling of: the resident’s repair to his boiler; and the subsequent complaint. 30 Sep 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202220652) Case 202220652 · Managing Relations The complaint is about the level of compensation awarded to the resident for the time taken to repair his boiler. … 30 Sep 2023 Maladministration Midland Heart Limited (202214585) Case 202214585 · Financial The complaint is about the redress offered by the landlord following a refund of service charges. 30 Sep 2023 Maladministration Peabody Trust (202208163) Case 202208163 · Financial The complaint is about the landlord's handling of the resident's query about grounds maintenance. This was following concerns raised about … 30 Sep 2023 Maladministration Torus62 Limited (202204805) Case 202204805 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of: an infestation of mice; general repair issues including … 29 Sep 2023 Partial Maladministration Brighton and Hove City Council (202219065) Case 202219065 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s request for a … 29 Sep 2023 Maladministration Bristol City Council (202226249) Case 202226249 · ASB/Abuse/Nuisance REPORT COMPLAINT 202226249 Bristol City Council 29 September 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 29 Sep 2023 Partial Maladministration Camden Council (202120601) Case 202120601 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour in the building and on the … 29 Sep 2023 Maladministration Camden Council (202217379) Case 202217379 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s: reports of a leak within his property. reports of damp … 29 Sep 2023 Maladministration Clarion Housing Association Limited (202207945) Case 202207945 · Estate Management This complaint is about the landlord’s handling of: Reports of damp and mould within the resident’s home. Decanting the resident … 29 Sep 2023 Partial Maladministration Gateway Housing Association Limited (202214087) Case 202214087 · Moving/Buying/Selling Home The complaint is about: The landlord’s handling of the resident’s request for a chain let. The landlord’s handling of communications … 29 Sep 2023 Maladministration Gloucester City Homes Limited (202219320) Case 202219320 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: The condition of the property on letting it to the resident. The … 29 Sep 2023 Maladministration Hammersmith and Fulham Council (202213272) Case 202213272 · Managing Relations The complaint is about the landlord’s handling of: reports of a leak into the property; the water damage in the … 29 Sep 2023 Maladministration Haringey London Borough Council (202202560) Case 202202560 · Financial The complaint is about the landlord’s handling of: a request that it provide a service charge refund; the associated complaint. 29 Sep 2023 Maladministration Hightown Housing Association Limited (202009996) Case 202009996 · Managing Relations The complaint is about the landlord’s response to reports of defects in the property. The Ombudsman has also considered the … 29 Sep 2023 Maladministration Hyde Housing Association Limited (202115521) Case 202115521 · Estate Management The complaint is about: the landlord’s response to repairs to the fences and bin store. the associated complaint. 29 Sep 2023 Maladministration Leeds City Council (202122232) Case 202122232 · Managing Relations The complaint is about the landlord’s handling of the resident’s kitchen replacement and associated works. The landlord’s complaints handling has … 29 Sep 2023 Maladministration Lewisham Council (202217011) Case 202217011 · Managing Relations This complaint is about the landlord’s handling of: The resident’s reports of water ingress and damp and mould in her … 29 Sep 2023 Maladministration London Borough of Hackney (202102368) Case 202102368 · Managing Relations The complaint is about: The resident’s request for a new bathroom and a new front door. The landlord’s response to … 29 Sep 2023 Maladministration London Borough of Newham (202115536) Case 202115536 · ASB/Abuse/Nuisance The complaint is about the landlords handling of the residents reports of noise nuisance. This investigation has also considered the … 29 Sep 2023 Partial Maladministration London Borough of Newham (202227845) Case 202227845 · Managing Relations This complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. The associated complaint. 29 Sep 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202114384) Case 202114384 · Managing Relations The complaint is about the landlord’s response to the resident’s request for: A window to be installed in her property. … 29 Sep 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202200632) Case 202200632 · Managing Relations The complaint is about: the landlord’s handling of a radiator leak. the loss of hot water and heating. the associated … 29 Sep 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202215266) Case 202215266 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the resident’s boiler. 29 Sep 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202216196) Case 202216196 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour from a neighbour. The Ombudsman has … 29 Sep 2023 No Maladministration London & Quadrant Housing Trust (L&Q) (202222022) Case 202222022 · Information and data management The complaint is about the landlord’s response to: A previous agreement regarding contractors attending the resident’s property. External decorating to … 29 Sep 2023 Partial Maladministration Newcastle City Council (202214228) Case 202214228 · Managing Relations The complaint is about the landlord’s: Handling of reported structural issues with the property. Handling of the request to transfer … 29 Sep 2023 Partial Maladministration Notting Hill Genesis (NHG) (202230789) Case 202230789 · Managing Relations The complaint is about: the landlord’s response to maintenance and repair issues at the resident’s property. the communication with the … 29 Sep 2023 Partial Maladministration One Vision Housing Limited (202124096) Case 202124096 · Managing Relations This complaint is about the landlord’s handling of: Letting the property with an adapted bathroom. The resident’s reports of an … 29 Sep 2023 Partial Maladministration Onward Homes Limited (202117573) Case 202117573 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s requests for information about a charge on the land registry … 29 Sep 2023 Partial Maladministration Optivo (now Southern Housing) (202211719) Case 202211719 · Health and Safety (inc. building safety) The complaint is about: The landlord’s handling of reports of damaged flooring and inadequate ventilation. The landlord’s response to a … 29 Sep 2023 Maladministration Orbit Group Limited (202207994) Case 202207994 · Old Property Condition migrated-2025 The complaint concerns the level of compensation offered by the landlord following a leak into the leaseholder’s property from the … 29 Sep 2023 Partial Maladministration Paragon Asra Housing Limited (202223594) Case 202223594 · Financial The complaint is about the landlord’s management and handling of: Repairs to address a roof leak and damp and mould … 29 Sep 2023 Maladministration Peabody Trust (202122409) Case 202122409 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports about repairs and the condition of the property at … 29 Sep 2023 Partial Maladministration Sanctuary Housing Association (202010886) Case 202010886 · ASB/Abuse/Nuisance The landlord’s handling of: The resident’s report of a leak at the property. The resident’s reports of window disrepair. The …