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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
16 May 2024 Maladministration Notting Hill Genesis (NHG) (202226410) Case 202226410 · Information and data management The complaint is about the landlord’s handling of the resident’s requests for assistance with his rehousing needs. The Ombudsman investigated … 16 May 2024 Maladministration Orbit Group Limited (202229374) Case 202229374 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of bathroom works and subsequent complaint. The landlord’s handling of a bathroom door … 16 May 2024 Partial Maladministration Sovereign Network Homes (202227310) Case 202227310 · Financial The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Reports of damaged belongings. Concerns … 16 May 2024 Maladministration Sovereign Network Homes (Former Network Homes) (202325277) Case 202325277 · Managing Relations The complaint is about the landlord’s handling of: Reports of damp and mould at the resident’s property. The associated complaint. 15 May 2024 Maladministration Birmingham City Council (202309639) Case 202309639 · Managing Relations The complaint is about the landlord’s: Handling of the mutual exchange. Response to the resident's reports of repairs following the … 15 May 2024 Partial Maladministration Gateway Housing Association Limited (202216373) Case 202216373 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of allegations of anti-social behaviour (ASB) about the resident. Handling of the resident’s … 15 May 2024 Partial Maladministration Home Group Limited (202115852) Case 202115852 · Managing Relations REPORT COMPLAINT 202115852 Home Group Limited 15 May 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 15 May 2024 Maladministration Islington Council (202232238) Case 202232238 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: The resident’s reports of neighbours incorrectly disposing of waste. The associated complaint. 15 May 2024 Partial Maladministration London Borough of Croydon (202203123) Case 202203123 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of damp and mould, and the associated repairs. The … 15 May 2024 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202305037) Case 202305037 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of reports of antisocial behaviour (ASB) about the resident. The landlord’s handling of … 15 May 2024 Outside Jurisdiction One Vision Housing Limited (202205697) Case 202205697 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s Right to Acquire (RTA) application. 15 May 2024 Reasonable Redress Orbit Group Limited (202213948) Case 202213948 · Managing Relations The complaint is about the landlord’s handling of the resident’s complaint concerning drainage, and sewage issues at her property. 15 May 2024 No Maladministration Paragon Asra Housing Limited (202214972) Case 202214972 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s request for: Various repairs at the property. Maintenance of the … 14 May 2024 Maladministration Islington Council (202306224) Case 202306224 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of damp and mould at her property. The landlord’s … 14 May 2024 Maladministration Lambeth Council (202320751) Case 202320751 · Managing Relations The complaint is about the landlord’s handling of window repairs/replacement. The Ombudsman has also considered the landlord’s complaint handling. 14 May 2024 Maladministration Lincoln City Council (202308522) Case 202308522 · Managing Relations The complaint is about: The landlord’s handling of repairs to damp and mould in the resident’s property. The landlord’s complaint … 14 May 2024 Maladministration Octavia Housing (202223509) Case 202223509 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s reports of noise from repair work at the neighbouring property, … 14 May 2024 Partial Maladministration Platform Housing Group Limited (202305172) Case 202305172 · Estate Management This complaint is about the landlord’s response to: The resident’s concerns about the frequency of lift breakdowns at his block … 14 May 2024 Partial Maladministration The Guinness Partnership Limited (202222516) Case 202222516 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of heat loss and repairs to the lounge window … 13 May 2024 Maladministration Birmingham City Council (202310402) Case 202310402 · Managing Relations This complaint is about the landlord’s handling of the resident’s concerns about the condition of her kitchen. The Ombudsman has … 13 May 2024 Maladministration Clarion Housing Association Limited (202207370) Case 202207370 · Health and Safety (inc. building safety) REPORT COMPLAINT 202207370 Clarion Housing Association Limited 13 May 2024 Our approach The Housing Ombudsman’s approach to investigating and determining … 13 May 2024 Reasonable Redress Hyde Housing Association Limited (202329319) Case 202329319 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to a report of a leak and associated repairs. 13 May 2024 Partial Maladministration Irwell Valley Housing Association Limited (202224863) Case 202224863 · Managing Relations The complaint is about the landlord’s response to the resident’s: Concerns about its request for rent in advance of a … 13 May 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202302981) Case 202302981 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s move to temporary accommodation due to anti-social behaviour (ASB). The … 13 May 2024 Partial Maladministration Southwark Council (202225883) Case 202225883 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of a contaminated water supply. This Service has also … 13 May 2024 Partial Maladministration The Guinness Partnership Limited (202225938) Case 202225938 · Managing Relations The complaint is about the landlord’s handling of the resident’s request to sell her shared ownership property. The Ombudsman has … 13 May 2024 Maladministration Torus62 Limited (202308116) Case 202308116 · Financial The complaint is about the landlord's handling of: The resident’s reports about damp and mould. The resident’s concerns about damage … 13 May 2024 Reasonable Redress Torus62 Limited (202310813) Case 202310813 · Old Property Condition migrated-2025 The complaint is about the landlord’s: Handling of the resident’s reports of mould and damp. Handling of the resident’s reports … 10 May 2024 Partial Maladministration First Choice Homes Oldham Limited (202230298) Case 202230298 · Managing Relations This complaint is about the landlord’s: Response to the resident’s request to buy the property’s freehold. Complaint handling. 10 May 2024 Maladministration Harlow District Council (202229720) Case 202229720 · Managing Relations The complaint is about the landlord’s: Response to reports of damage caused to the property due to a fire. Handling … 10 May 2024 Partial Maladministration Hyde Housing Association Limited (202125832) Case 202125832 · Financial The complaint is about the landlord’s: Response to the resident’s report of a roof leak and other outstanding repairs. Response … 10 May 2024 Partial Maladministration Hyde Housing Association Limited (202323115) Case 202323115 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of the resident’s request for a kitchen and bathroom replacement. The landlord’s handling … 10 May 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202317961) Case 202317961 · Managing Relations The complaint is about the landlord’s handling of: Repairs required to the resident’s window following a leak. The associated complaint. 10 May 2024 No Maladministration Metropolitan Thames Valley Housing (MTV) (202301139) Case 202301139 · Financial The complaint is about: Assistance provided by the landlord during a decant and transfer process. The landlord’s response to the … 10 May 2024 Partial Maladministration Notting Hill Genesis (NHG) (202214662) Case 202214662 · Financial The complaint is about the landlord’s handling of: Administration of service charges and rent account. Reports of disrepair and provision … 9 May 2024 Maladministration Beyond Housing Limited (202306387) Case 202306387 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and harassment by her neighbours. … 9 May 2024 Maladministration Notting Hill Genesis (NHG) (202217171) Case 202217171 · Managing Relations The complaint is about the landlord’s handling of and response to: 9 May 2024 Maladministration Ongo Homes Limited (202231174) Case 202231174 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of damp and mould The decant of the resident … 9 May 2024 Maladministration Paragon Asra Housing Limited (202122275) Case 202122275 · Managing Relations The complaint is about the landlord’s response to the resident’s request for a: Boiler repair. Window repair. The Ombudsman has … 8 May 2024 Reasonable Redress Abri Group Limited (202234700) Case 202234700 · Managing Relations REPORT COMPLAINT 202234700 Abri Group Limited 8 May 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 8 May 2024 Partial Maladministration Dudley Metropolitan Borough Council (202119458) Case 202119458 · Health and Safety (inc. building safety) The complaint is about the landlord’s: handling of the resident’s application for a housing transfer; record keeping; handling of the … 8 May 2024 Partial Maladministration Gentoo Group Limited (202301802) Case 202301802 · Managing Relations The complaint is about the landlord’s handling of: Plastering repairs to the resident’s bedroom and living room. Repairs reported by … 8 May 2024 Partial Maladministration Notting Hill Genesis (NHG) (202300960) Case 202300960 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports about the security of her bedroom windows and door. … 8 May 2024 Partial Maladministration Platform Housing Group Limited (202226057) Case 202226057 · Financial The complaint is about: The landlord’s handling of the rent account. The installation of solar panels and provision of certification. … 8 May 2024 Maladministration Sanctuary Housing Association (202225565) Case 202225565 · Old Property Condition migrated-2025 This complaint is about the landlord’s responsive repairs service and its handling of the associated complaint. 8 May 2024 No Maladministration Torus62 Limited (202310199) Case 202310199 · Old Property Condition categories The complaint is about the landlord’s response to the resident’s reports about the condition of the kitchen. 7 May 2024 Partial Maladministration Christian Action (Enfield) Housing Association Limited (202310927) Case 202310927 · Moving/Buying/Selling Home The complaint is about the landlord’s: Response to repair issues. Response to the resident’s request to be rehoused. 7 May 2024 Partial Maladministration Citizen Housing (202222927) Case 202222927 · Managing Relations The complaint is about the landlord’s handling of: The resident’s report of a water leak from an upstairs property into … 7 May 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202306893) Case 202306893 · Old Property Condition migrated-2025 The complaint is about the landlord’s handing of the resident’s report of a leak from the shower to the bedroom. 7 May 2024 Partial Maladministration Paragon Asra Housing Limited (202304553) Case 202304553 · Managing Relations The complaint is about the landlord’s handling of: A leak in the resident’s home, and the resulting damp and mould. …