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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

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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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29 Sep 2023 Maladministration Sanctuary Housing Association (202311457) Case 202311457 · Estate Management The complaint is about the landlord’s response to a report of a broken fence. The Ombudsman has also considered the … 29 Sep 2023 Maladministration Southern Housing Group Limited (202216750) Case 202216750 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of the resident’s concerns regarding remedial works to the cladding of her building … 29 Sep 2023 Reasonable Redress The Guinness Partnership Limited (202213395) Case 202213395 · Old Complaints Handling categories The complaint is about: The landlord’s handling of antisocial behaviour (ASB) reports. The landlord’s handling of the resident’s complaint. 29 Sep 2023 Maladministration Thurrock Council (202223907) Case 202223907 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of repairs and associated damp and mould. 29 Sep 2023 Maladministration Waltham Forest Council (202213576) Case 202213576 · Managing Relations The complaint is about: The landlord’s handling of the damp and mould reports. The landlord’s handling of the decant process. … 29 Sep 2023 No Maladministration Waverley Borough Council (202217773) Case 202217773 · Estate Management The complaint is about the landlord's decision to use part of a communal car park as a storage and welfare … 28 Sep 2023 Partial Maladministration Aster Group Limited (202223235) Case 202223235 · Managing Relations The complaint is about the landlord’s handling of: the resident’s reports of damp and mould and the associated repairs; the … 28 Sep 2023 Maladministration Curo Places Limited (202207832) Case 202207832 · Information and data management The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Response to missed and cancelled … 28 Sep 2023 Partial Maladministration Dartford Borough Council (202303482) Case 202303482 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: Reports of anti-social behaviour involving the resident’s neighbour including noise nuisance, smell … 28 Sep 2023 Maladministration Hammersmith and Fulham Council (202218030) Case 202218030 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: subsidence at the property; the resident’s complaint, including the level of compensation … 28 Sep 2023 Partial Maladministration Hightown Housing Association Limited (202102415) Case 202102415 · Managing Relations The complaint is about: The landlord’s handling of the resident’s repair reports regarding the rear door and leak to the … 28 Sep 2023 Partial Maladministration Incommunities Limited (202104089) Case 202104089 · Estate Management The complaint is about the landlord’s response to: The resident’s request that it fence off the land outside the property … 28 Sep 2023 Maladministration ‘Johnnie’ Johnson Housing Trust Limited (202124750) Case 202124750 · Estate Management The complaint is about the landlord’s response to the resident’s reports of a poor standard of cleaning and maintenance services … 28 Sep 2023 Partial Maladministration London Borough of Croydon (202118843) Case 202118843 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of anti social behaviour (ASB). The resident’s management transfer … 28 Sep 2023 Partial Maladministration Nehemiah United Churches Housing Association Limited (202222439) Case 202222439 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) from a neighbour. The associated … 28 Sep 2023 No Maladministration Optivo (now Southern Housing) (202218356) Case 202218356 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s reports of damp and mould. 28 Sep 2023 Maladministration Orbit Housing Association Limited (202110732) Case 202110732 · ASB/Abuse/Nuisance The complaint is about: The landlord's response to a request to remove fly-tipped rubbish from communal areas. The standard of … 28 Sep 2023 Reasonable Redress Royal Borough of Kensington and Chelsea (202128246) Case 202128246 · Moving/Buying/Selling Home The landlord’s handling of: Damp and mould within the resident’s property and request for new windows. The resident’s request to … 28 Sep 2023 Maladministration Southern Housing Group Limited (202126806) Case 202126806 · Managing Relations The complaint is about the landlord’s handling of the: Resident’s reports of mould and ventilation issues within the property. Associated … 28 Sep 2023 Maladministration Southern Housing Group Limited (202205336) Case 202205336 · Managing Relations The complaint concerns the landlord's handling of: The resident’s reports of a leak through the bathroom ceiling at the property. … 28 Sep 2023 Maladministration The Guinness Partnership Limited (202211167) Case 202211167 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). 28 Sep 2023 Maladministration The Guinness Partnership Limited (202212457) Case 202212457 · Managing Relations The complaint concerns the landlord's handling of the resident's reports of damp and mould. The Ombudsman investigated the landlord's complaint … 28 Sep 2023 Maladministration The Riverside Group Limited (202108674) Case 202108674 · ASB/Abuse/Nuisance The complaint is about: the landlord’s handling of the resident’s reports that she was experiencing antisocial behaviour (ASB); the landlord’s … 28 Sep 2023 Maladministration Tower Hamlets Homes (202127944) Case 202127944 · Financial The complaint is about the landlord’s response to the resident’s concerns about her service charge calculations. 28 Sep 2023 Partial Maladministration Waverley Borough Council (202219548) Case 202219548 · Managing Relations The complaint concerns: How the landlord handled a leak in the resident’s property. How it handled the repairs in the … 28 Sep 2023 Maladministration Westminster City Council (202219727) Case 202219727 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s reports of noise. Handling of the associated complaint. 28 Sep 2023 No Maladministration Wythenshawe Community Housing Group (2) Limited (202117043) Case 202117043 · Financial The complaint is about the landlord’s handling of the resident’s rent account. 27 Sep 2023 Maladministration A2Dominion Housing Group Limited (202106413) Case 202106413 · Managing Relations The complaint is about: The landlord’s handling of repairs to the resident’s property following a leak. The landlord’s complaint handling. 27 Sep 2023 Partial Maladministration A2Dominion Housing Group Limited (202121164) Case 202121164 · Managing Relations The complaint is about the landlord’s: Response to the resident’s concerns about her oven and kitchen units. Complaint handling. 27 Sep 2023 Maladministration Camden Council (202204295) Case 202204295 · Old Property Condition migrated-2025 The complaint is about the landlord’s: response to the resident’s reports of smoke and fumes entering her property; complaints handling. 27 Sep 2023 Partial Maladministration Clarion Housing Association Limited (202113849) Case 202113849 · Information and data management The complaint is about the landlord’s response to: The resident’s concerns about accessing its online resident portal; The resident’s request … 27 Sep 2023 Partial Maladministration London Borough of Croydon (202204220) Case 202204220 · Health and Safety (inc. building safety) The resident’s complaint is about: The landlord’s response to the resident’s reports about his toilet and drains. The landlord’s response … 27 Sep 2023 Maladministration London Borough of Hillingdon (202230250) Case 202230250 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of hot water and heating loss. 27 Sep 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202212749) Case 202212749 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Complaint handling. Record keeping. 27 Sep 2023 No Maladministration North Tyneside Council (202122001) Case 202122001 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s: Allegations of assault by a member of staff. Reports of … 27 Sep 2023 Severe Maladministration Orbit Group Limited (202122354) Case 202122354 · Old Property Condition migrated-2025 The resident’s complaint is about the landlord’s handling of damp and mould in the resident’s property . 27 Sep 2023 Maladministration Orbit Group Limited (202125373) Case 202125373 · Financial The complaint is about the level of compensation offered by the landlord for delays in carrying out repairs to the … 27 Sep 2023 Partial Maladministration Origin Housing Limited (202121339) Case 202121339 · Estate Management The complaint is about the landlord’s handling of: Recurrent leaks from the property above and associated repairs. Repairs to resolve … 27 Sep 2023 Maladministration Origin Housing Limited (202202128) Case 202202128 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of repairs to the garden. The landlord’s complaint handling. 27 Sep 2023 Maladministration Platform Housing Group Limited (202124325) Case 202124325 · Information and data management The complaint is about: The landlord’s response to: Reports of a leak. Reports of an odour from the ensuite bathroom. … 27 Sep 2023 Partial Maladministration Sanctuary Housing Association (202107616) Case 202107616 · Managing Relations The complaint is about the landlord’s handling of: Repair issues reported by the resident in May and July 2021. The … 27 Sep 2023 Maladministration Settle Group (202223458) Case 202223458 · Managing Relations The resident has complained about the landlord's handling of her reports of: repairs to the front fire door. repairs to … 27 Sep 2023 Maladministration Southwark Council (202223453) Case 202223453 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s concerns about fire safety due to a hoarded property. 27 Sep 2023 Maladministration Wandle Housing Association Limited (202211862) Case 202211862 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the resident’s shower. 27 Sep 2023 Maladministration Watford Community Housing Trust (202120555) Case 202120555 · Managing Relations The complaint is about the landlord’s: Handling of repairs to the resident’s property including damp and mould. Complaint handling. 26 Sep 2023 Partial Maladministration East Devon District Council (202200837) Case 202200837 · Information and data management The complaint is about the landlord’s: Handling of reports around staff conduct. Handling of the resident’s reports about the drainage … 26 Sep 2023 Partial Maladministration Housing 21 (202212288) Case 202212288 · ASB/Abuse/Nuisance The complaint is about the landlord’s: handling of allegations of antisocial behaviour (ASB) made against the resident; complaint handling. 26 Sep 2023 Maladministration Islington Council (202118263) Case 202118263 · Managing Relations The complaint relates to the landlord’s: Response to leaks and damp at the property and the subsequent repairs. Response to … 26 Sep 2023 Maladministration London Borough of Ealing (202221355) Case 202221355 · Estate Management The complaint is about the landlord’s response to the resident’s: reports of a broken communal main entrance door, to the … 26 Sep 2023 Partial Maladministration London Borough of Hackney (202225107) Case 202225107 · Financial The complaint is regarding the landlord’s; Handling of the resident’s concerns about his service charge account. Complaints handling.