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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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10 Sep 2021 Partial Maladministration Clarion Housing Association Limited (202001457) Case 202001457 · Financial The complaint is about: The level and reasonableness of the service charge. The landlord’s response to the resident’s enquiries about … 10 Sep 2021 No Maladministration London & Quadrant Housing Trust (L&Q) (202012737) Case 202012737 · Old Property Condition migrated-2025 The complaint concerns the landlord’s response to the resident’s requests for it to replace her poorly performing heating system. 10 Sep 2021 Partial Maladministration Origin Housing Limited (201904893) Case 201904893 · Estate Management This complaint is about the landlord’s handling of: a consultation with residents prior to the introduction of a parking control … 9 Sep 2021 Mediation Clarion Housing Association Limited (202101071) Case 202101071 · Old Property Condition migrated-2025 The complaint is about the landlord’s decision not to repair or replace a front fence at the resident’s property. 9 Sep 2021 Mediation Hammersmith and Fulham Council (202108851) Case 202108851 · Local Authority / ALMO or TMO The complaint is about the length of time taken to carry out repairs. 9 Sep 2021 Outside Jurisdiction LiveWest Homes Limited (202016064) Case 202016064 · Occupancy Rights The complaint concerns the resident’s request for the landlord to change the classification of the property from a three bedroom … 9 Sep 2021 Maladministration Metropolitan Housing Trust Limited (202007353) Case 202007353 · Estate Management The complaint is about the landlord’s response to the resident’s: request to repair the door-shutting mechanism to a communal door. … 9 Sep 2021 Maladministration Midland Heart Limited (202107053) Case 202107053 · Managing Relations The resident complains about the landlord’s handling of his Voluntary Right to Buy (VRtB) application, and its response to his … 9 Sep 2021 Maladministration One Housing Group Limited (202103557) Case 202103557 · Financial The complaint concerns the landlord’s handling of the resident’s queries relating to her service charges for the year 2016 to … 9 Sep 2021 No Maladministration Orbit Housing Association Limited (202101334) Case 202101334 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of noise nuisance and her request for a management … 9 Sep 2021 No Maladministration Slough Borough Council (202006996) Case 202006996 · Local Authority / ALMO or TMO The complaint is about: The level of compensation offered by the landlord in relation to its handling of roof repairs … 8 Sep 2021 No Maladministration Brent Council (202106027) Case 202106027 · Local Authority / ALMO or TMO The complaint concerns the landlord’s handling of the resident’s reports of cracks in her home. 8 Sep 2021 No Maladministration Home Group Limited (202008992) Case 202008992 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The amount of service charge … 8 Sep 2021 Outside Jurisdiction Midland Heart Limited (202011922) Case 202011922 · Financial The complaint is about the landlord’s response to the resident’s concerns with the level, and standard of work carried out … 8 Sep 2021 Maladministration Sanctuary Housing Association (202007219) Case 202007219 · Old Property Condition migrated-2025 The resident has complained about: The landlord’s handling of repairs to the roof, including the associated damp and mould problems. … 7 Sep 2021 Partial Maladministration Aster Group Limited (202012522) Case 202012522 · Managing Relations The complaint is about: The landlord’s handling of the emergency assistance pull-cord service in the resident’s property. The landlord’s handling … 7 Sep 2021 Reasonable Redress Clarion Housing Association Limited (202104088) Case 202104088 · ASB/Abuse/Nuisance REPORT COMPLAINT 202104088 Clarion Housing Association Limited 5 September 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining … 7 Sep 2021 No Maladministration Home Group Limited (202006473) Case 202006473 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s: reports about maintenance issues at her property, including: mould; electrical … 7 Sep 2021 Maladministration Metropolitan Housing Trust Limited (202104137) Case 202104137 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of the resident’s complaint about incomplete repair work to his balcony. 7 Sep 2021 Outside Jurisdiction Network Homes Limited (201915458) Case 201915458 · Estate Management The complaint concerns a dispute about whether the resident has sole use of the garden at the property. 7 Sep 2021 Outside Jurisdiction Paragon Asra Housing Limited (202006279) Case 202006279 · Moving/Buying/Selling Home The complaint is about the liability for fees arising during the sale of a property. 7 Sep 2021 No Maladministration The Riverside Group Limited (202101133) Case 202101133 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of repairs to the resident’s heating system. 7 Sep 2021 No Maladministration Thirteen Housing Group Limited (202004485) Case 202004485 · Financial The complaint is regarding: The landlord’s handling of the resident’s reports of a leak in his property. The landlord’s response … 7 Sep 2021 No Maladministration Yorkshire Housing Limited (202011216) Case 202011216 · ASB/Abuse/Nuisance The complaint is about: the landlord’s response to a faulty door mechanism in the main entrance and the resident’s fire … 6 Sep 2021 Maladministration Camden Council (202011960) Case 202011960 · Local Authority / ALMO or TMO This complaint is about the landlord’s response to the resident’s concerns about: Delays to damp works to the lower ground … 6 Sep 2021 No Maladministration Havering Council (202015681) Case 202015681 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s request for the replacement of window vents. 6 Sep 2021 Maladministration Islington Council (202108137) Case 202108137 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s request for repairs to her garden. 6 Sep 2021 Maladministration Paragon Asra Housing Limited (202105810) Case 202105810 · Estate Management The complaint is about the landlord’s handling of a potential breach of the lease agreement relating to the maintenance of … 6 Sep 2021 Maladministration Settle Group (202101656) Case 202101656 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of reports of damp and mould at the property. 3 Sep 2021 No Maladministration Anchor Hanover Group (202012089) Case 202012089 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s dispute about the allegation that he had been rude and … 3 Sep 2021 Reasonable Redress Citizen Housing (202005284) Case 202005284 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of the resident's reports of various repairs at the property, including to the … 3 Sep 2021 Reasonable Redress Clarion Housing Association Limited (202010222) Case 202010222 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports concerning damp and mould at the property. complaints handling. 3 Sep 2021 No Maladministration London & Quadrant Housing Trust (202011249) Case 202011249 · Old Property Condition migrated-2025 REPORT COMPLAINT 202011249 London & Quadrant Housing Trust 2 September 2021 Our approach The Housing Ombudsman’s approach to investigating and … 3 Sep 2021 Maladministration London & Quadrant Housing Trust (202015465) Case 202015465 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of the resident’s reports of fumes from the vehicle garage below her home. 3 Sep 2021 No Maladministration Sanctuary Housing Association (202015054) Case 202015054 · Estate Management REPORT COMPLAINT 202015054 Sanctuary Housing Association 3 September 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 2 Sep 2021 No Maladministration Clarion Housing Association Limited (202016831) Case 202016831 · Managing Relations The complaint is about: The landlord’s response to the resident’s request for it to replaster her property. The landlord’s handling … 2 Sep 2021 Mediation Habinteg Housing Association Limited (202002420) Case 202002420 · Old Property Condition migrated-2025 The complaint is about the level of compensation the resident was offered following delays installing a toilet at the property. 2 Sep 2021 Partial Maladministration Haringey Council (202011998) Case 202011998 · Local Authority / ALMO or TMO The complaint is about: The resident’s liability to pay service charges for works which she is dissatisfied with. The landlord’s … 2 Sep 2021 Partial Maladministration London Borough of Hillingdon (202103112) Case 202103112 · Local Authority / ALMO or TMO The complaint refers to: The landlord’s handling of adaptations needed within the resident’s property. The resident’s concerns about the recommendations … 2 Sep 2021 Maladministration Metropolitan Housing Trust Limited (202009401) Case 202009401 · Financial The complaint is about: The landlord’s administration of the resident’s rent and service charge account, including its response to her … 2 Sep 2021 No Maladministration Wandsworth Council (201900330) Case 201900330 · Local Authority / ALMO or TMO The complaint is about: The landlord’s response to the resident’s reports of damp and mould in her property. The landlord’s … 1 Sep 2021 No Maladministration Leeds City Council (202105984) Case 202105984 · Managing Relations The complaints are about: the landlord’s response to the resident’s report of an incident involving an operative working at a … 1 Sep 2021 No Maladministration London & Quadrant Housing Trust (202012367) Case 202012367 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s concerns over fire safety in her property. Response to the … 1 Sep 2021 Maladministration Metropolitan Housing Trust Limited (202011840) Case 202011840 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of: A leak at the property and subsequent repairs … 31 Aug 2021 Maladministration Brent Council (202013798) Case 202013798 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports about cracking in the walls at her property. 31 Aug 2021 No Maladministration Clarion Housing Association Limited (202004806) Case 202004806 · Managing Relations The complaint is about the landlord’s response to the resident’s reports about: handling of a boiler installation, moving a carbon … 31 Aug 2021 Outside Jurisdiction Cobalt Housing Limited (202006302) Case 202006302 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of: issues with the drains at her property; issues … 31 Aug 2021 Partial Maladministration Cobalt Housing Limited (202006936) Case 202006936 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident's Subject Access Request (SAR). Allegations made against the resident and … 31 Aug 2021 Maladministration Darlington Borough Council (202012091) Case 202012091 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident's allegations of unacceptable staff conduct towards him. The Ombudsman has … 31 Aug 2021 No Maladministration Hackney Council (202000552) Case 202000552 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the …