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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
31 Oct 2024 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202212074) Case 202212074 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s reports of problems with the heating and hot water system. 31 Oct 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202221271) Case 202221271 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). Repairs to external doors. The Ombudsman has … 31 Oct 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202323555) Case 202323555 · Information and data management The complaint is about the landlord’s: handling of the resident’s reports of a leak. response to the resident’s reports of … 31 Oct 2024 Severe Maladministration London & Quadrant Housing Trust (L&Q) (202338603) Case 202338603 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of damp and mould in the resident’s property. 31 Oct 2024 Maladministration Longhurst Group Limited (202312373) Case 202312373 · Information and data management The complaint is about the landlord’s handling of the resident’s reports that: his garden was overgrown with weeds. the bedroom … 31 Oct 2024 Partial Maladministration Luton Borough Council (202343510) Case 202343510 · Estate Management The complaint is about the landlord’s response to the resident’s reports of cleaning and maintenance issues in the communal areas … 31 Oct 2024 Maladministration Magna Housing Limited (202325006) Case 202325006 · Old Complaints Handling categories The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB). the associated complaint. 31 Oct 2024 Maladministration Metropolitan Thames Valley Housing (MTV) (202232114) Case 202232114 · Estate Management The complaint is about the landlord’s: Response to the resident’s requests for the removal of a tree near her garden. … 31 Oct 2024 Maladministration MHS Homes Ltd (202330794) Case 202330794 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) in the communal areas of … 31 Oct 2024 Partial Maladministration Notting Hill Genesis (NHG) (202334356) Case 202334356 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of: Repairs in the property including damp and mould. … 31 Oct 2024 Mediation Orbit Housing Association Limited (202401168) Case 202401168 · Old Property Condition categories The complaint is about: The landlord's handling of requests to repair the resident’s back door. The landlord’s handling of reports … 31 Oct 2024 Partial Maladministration Oxford City Council (202346472) Case 202346472 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: The residents reports of repairs during the defect period, including a leak … 31 Oct 2024 Maladministration Peabody Trust (202213344) Case 202213344 · Estate Management The complaint is about the landlord’s handling of the resident’s concerns about the misuse of the car park. 31 Oct 2024 Reasonable Redress Peabody Trust (202222526) Case 202222526 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Reports of issues with communal lifts. Associated formal complaint. 31 Oct 2024 Partial Maladministration Sandwell Metropolitan Borough Council (202312994) Case 202312994 · Financial The complaint is about the landlord’s handling of: The resident’s personal information. The utility supplier when the resident’s tenancy started. … 31 Oct 2024 Maladministration SHAL Housing Limited (202402410) Case 202402410 · Old Property Condition migrated-2025 The complaint is about how the landlord handled the resident’s reports of a faulty water heating system. 31 Oct 2024 Maladministration Shepherds Bush Housing Association Limited (202219818) Case 202219818 · Health and Safety (inc. building safety) The complaint is about the resident’s reports of an unregulated structure, built by his downstairs neighbour. The Ombudsman has also … 31 Oct 2024 Partial Maladministration Soho Housing Association Limited (202309829) Case 202309829 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: Boiler repairs. Leaks and flooding within the property. Reports of carbon monoxide … 31 Oct 2024 Maladministration Southern Housing (202400489) Case 202400489 · Financial The complaint is about the landlord’s handling of: Reports of leaks and remedial works. A request for a management transfer. … 31 Oct 2024 Maladministration Southwark Council (202223684) Case 202223684 · Managing Relations The complaint is about the landlord’s handling of the resident’s: responsive repairs following leaks to her property. subsequent complaint. 31 Oct 2024 Maladministration Southwark Council (202316009) Case 202316009 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of faulty windows. The associated complaint handling. 31 Oct 2024 Maladministration Southwark Council (202344871) Case 202344871 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Reports of damp and mould at the property. The associated complaint. 31 Oct 2024 Maladministration Sovereign Network Homes (202310504) Case 202310504 · Financial The complaint is about the landlord’s handling of the resident’s: Concerns about the frequency of the cleaning contract. Associated formal … 31 Oct 2024 Maladministration Sovereign Network Homes (Former Network Homes) (202401659) Case 202401659 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of window repairs. 31 Oct 2024 Maladministration St Albans City and District Council (202227257) Case 202227257 · Estate Management The complaint is about the landlord’s handling of: The resident’s concerns about ownership of land between her property and a … 31 Oct 2024 Maladministration Swindon Borough Council (202203611) Case 202203611 · Information and data management The complaint is about the landlord’s handling of the resident’s reports of: drain repairs. sewage back surges in the bathroom. … 31 Oct 2024 Partial Maladministration The Guinness Partnership Limited (202344792) Case 202344792 · Managing Relations The complaint is about how the landlord has handled the resident’s management move. We have also considered how the landlord … 31 Oct 2024 Partial Maladministration The Riverside Group Limited (202319277) Case 202319277 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to: The resident’s requests for repairs to the rear garden. The resident’s reports … 31 Oct 2024 Maladministration The Riverside Group Limited (202330396) Case 202330396 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s reports about the condition of the property on letting. Response … 31 Oct 2024 Partial Maladministration The Riverside Group Limited (202333075) Case 202333075 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB). The resident’s loss of hot … 31 Oct 2024 Partial Maladministration Wolverhampton City Council (202313433) Case 202313433 · Estate Management The complaint is about the landlord’s handling of: responsive repairs. the resident’s request for an adaptation. communal repairs. tree management. … 30 Oct 2024 Maladministration Aster Group Limited (202309418) Case 202309418 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of noise from his neighbour. 30 Oct 2024 Maladministration Babergh District Council (202338266) Case 202338266 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports regarding: Window repairs and the ventilation system. Anti-social behaviour … 30 Oct 2024 Partial Maladministration Bristol City Council (202218653) Case 202218653 · Moving/Buying/Selling Home The complaint is about: The standard of adaptations to the resident’s wet room and kitchen. The landlord’s handling of the … 30 Oct 2024 Partial Maladministration Bromford Housing Group Limited (202224073) Case 202224073 · Financial The complaint is about: The landlord’s handling of the resident’s concerns about the water charges and the reported delay in … 30 Oct 2024 Partial Maladministration Bromford Housing Group Limited (202327803) Case 202327803 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also investigated … 30 Oct 2024 Partial Maladministration Clarion Housing Association Limited (202222847) Case 202222847 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Request for his father to represent him. Reports of anti-social … 30 Oct 2024 Reasonable Redress Clarion Housing Association Limited (202346798) Case 202346798 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). The associated complaint. 30 Oct 2024 Partial Maladministration ForHousing Limited (202347494) Case 202347494 · Managing Relations The complaint is about: The landlord’s response to reports of pests. The landlord’s response to the resident’s request to move. … 30 Oct 2024 Maladministration Hammersmith and Fulham Council (202303694) Case 202303694 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the windows in the property. The associated complaint and its … 30 Oct 2024 Maladministration Hammersmith and Fulham Council (202315550) Case 202315550 · Health and Safety (inc. building safety) The complaint is about the landlord's handling of the resident’s report of: Several repairs including damp and mould. Pest control … 30 Oct 2024 No Maladministration Hyde Housing Association Limited (202315094) Case 202315094 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s concerns about the condition of the rear garden. 30 Oct 2024 Maladministration Incommunities Limited (202228889) Case 202228889 · Information and data management The complaint is about the landlord’s response to the resident’s reports of damp and mould in the property, and the … 30 Oct 2024 Partial Maladministration Islington and Shoreditch Housing Association Limited (202305132) Case 202305132 · Managing Relations The complaint is about the landlord’s handling of: a leak into the resident’s kitchen. the resident’s complaint. 30 Oct 2024 Maladministration Lambeth Council (202308257) Case 202308257 · Managing Relations The resident’s complaint is about: The landlord’s response to the resident’s request for a move . The landlord’s complaint handling. 30 Oct 2024 Maladministration London Borough of Croydon (202338253) Case 202338253 · Estate Management The complaint is about the landlord’s: Facilitation of a meter reading. Handling of repairs in the property. Management of the … 30 Oct 2024 Partial Maladministration London & Quadrant Housing Trust (202323505) Case 202323505 · Estate Management The complaint is about the landlord’s response to the resident’s reports of: A rodent infestation in her building. A defective … 30 Oct 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202220367) Case 202220367 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Requests for kitchen and bathroom works. Formal complaints. 30 Oct 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202309142) Case 202309142 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s requests for adaptations to her rear garden. Complaint handling. 30 Oct 2024 No Maladministration London & Quadrant Housing Trust (L&Q) (202311798) Case 202311798 · Estate Management The complaint is about the landlord’s decision to refuse permission to install a driveway.