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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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12 Aug 2021 Reasonable Redress Optivo (202014196) Case 202014196 · Old Property Condition migrated-2025 The complaint concerns the amount of time taken by the landlord to complete repair works to the resident’s bathroom. 12 Aug 2021 No Maladministration Peabody Trust (202102862) Case 202102862 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s complaint about his housing transfer application. 12 Aug 2021 Maladministration Southwark Council (202013386) Case 202013386 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s reports of no heating or hot water in the property … 12 Aug 2021 Reasonable Redress West Kent Housing Association (202102527) Case 202102527 · Old Property Condition migrated-2025 This complaint is about the landlord’s response to the resident’s concerns about the standard of paintwork to the back door. 11 Aug 2021 Partial Maladministration Camden Council (202005428) Case 202005428 · Local Authority / ALMO or TMO REPORT COMPLAINT 202005428 Camden Council 11 August 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 11 Aug 2021 No Maladministration Clarion Housing Association Limited (201904933) Case 201904933 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled repairs to fix water leaks in the property. 11 Aug 2021 Partial Maladministration Midland Heart Limited (202011784) Case 202011784 · Financial REPORT COMPLAINT 202011784 Midland Heart Limited 21 December 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 11 Aug 2021 Maladministration Ongo Homes Limited (202104050) Case 202104050 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of rat infestations at the property. The complaint is … 10 Aug 2021 Outside Jurisdiction Anchor Hanover Group (202105225) Case 202105225 · Financial The complaint is about the resident’s concerns regarding the costs of the catering service provided within his accommodation. 10 Aug 2021 Outside Jurisdiction Charnwood Borough Council (202017121) Case 202017121 · Local Authority / ALMO or TMO The complaint is about the Council’s handling of a Right to Buy (RTB) application; including its failure to disclose the … 10 Aug 2021 Partial Maladministration Clarion Housing Association Limited (202007620) Case 202007620 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) from their neighbour. The type … 10 Aug 2021 Maladministration Golding Homes Limited (202002016) Case 202002016 · ASB/Abuse/Nuisance REPORT COMPLAINT 202002016 Golding Homes Limited 10 August 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 10 Aug 2021 Outside Jurisdiction London & Quadrant Housing Trust (201800178) Case 201800178 · Old Property Condition migrated-2025 The resident is complaining about the landlord’s handling of repairs in their property. 10 Aug 2021 No Maladministration Network Homes Limited (202016051) Case 202016051 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of mice in her walls. 9 Aug 2021 Maladministration Birmingham City Council (202006454) Case 202006454 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s concerns about asbestos containing materials at his property and related … 9 Aug 2021 Maladministration Camden Council (201909725) Case 201909725 · Local Authority / ALMO or TMO The complaint is about the landlord’s: 9 Aug 2021 No Maladministration Gravesham Borough Council (202014010) Case 202014010 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of: Mould and damp at the property. The landlord’s … 9 Aug 2021 Maladministration Harlow District Council (202011433) Case 202011433 · Managing Relations The complaint is about: The landlord’s response to the resident’s report of mould and damp in the property. Complaint handling. 9 Aug 2021 No Maladministration Home Group Limited (202006423) Case 202006423 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports about: 9 Aug 2021 Reasonable Redress Notting Hill Genesis (202016415) Case 202016415 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s concerns about the condition of her property at the start … 9 Aug 2021 Reasonable Redress Sovereign Housing Association Limited (201910574) Case 201910574 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of: Mould and damp at the property. Issues with … 9 Aug 2021 Outside Jurisdiction Vivid Housing Limited (202009229) Case 202009229 · Financial The complaint is about the landlord’s response to the resident’s concerns with her service charge increase. 9 Aug 2021 Maladministration Wigan Metropolitan Borough Council (201906755) Case 201906755 · Financial This complaint is about the landlord’s: handling of repairs to the resident’ property following a fire in the flat above. … 6 Aug 2021 Mediation Curo Places Limited (202015480) Case 202015480 · Old Property Condition migrated-2025 The landlord’s response to the resident’s reports of asbestos contained in a fire door. 6 Aug 2021 Maladministration Hammersmith and Fulham Council (202100618) Case 202100618 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of a leak from the roof into his property. 6 Aug 2021 Mediation Rugby Borough Council (202100293) Case 202100293 · Local Authority / ALMO or TMO The complaint is about the level of compensation offered for items removed from the resident’s shed 5 Aug 2021 No Maladministration Basildon Borough Council (202014143) Case 202014143 · Financial The complaint refers to: The landlord’s handling of the resident’s reports of a collapsed ceiling at her property. The landlord’s … 5 Aug 2021 Outside Jurisdiction Brent Council (202003690) Case 202003690 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s request for a permanent decant. 5 Aug 2021 Outside Jurisdiction LiveWest Homes Limited (202009742) Case 202009742 · Financial The complaint concerns the level of service charges. 5 Aug 2021 Outside Jurisdiction London & Quadrant Housing Trust (202102841) Case 202102841 · Financial The complaint is about the level of rent at the property. 5 Aug 2021 No Maladministration Midland Heart Limited (202010414) Case 202010414 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the resident’s concerns regarding her property transfer. 5 Aug 2021 Outside Jurisdiction Northumberland Council (202014130) Case 202014130 · Local Authority / ALMO or TMO The complaint concerns the resident’s application for housing, including a separate application for his son. 5 Aug 2021 Reasonable Redress One Housing Group Limited (202013149) Case 202013149 · Moving/Buying/Selling Home The resident complains that the landlord misadvised him on the time limits to appeal the District Valuer’s determination on his … 5 Aug 2021 Mediation Onward Homes Limited (202100122) Case 202100122 · Old Property Condition migrated-2025 The complaint is about the handling of repairs to the electrical sockets in the property. 5 Aug 2021 No Maladministration Sanctuary Housing Association (202103455) Case 202103455 · Managing Relations REPORT COMPLAINT 202103455 Sanctuary Housing Association 1 August 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining complaints … 5 Aug 2021 Outside Jurisdiction Tower Hamlets Council (201913189) Case 201913189 · Financial The complaint concerns: 5 Aug 2021 Outside Jurisdiction Trafford Housing Trust Limited (202016694) Case 202016694 · Financial The resident complained that they pay an ‘affordable rent’ under their tenancy, rather than a ‘social rent’ 5 Aug 2021 Mediation Westminster City Council (202106284) Case 202106284 · Local Authority / ALMO or TMO The complaint is about the landlords handling of the resident’s reports concerning hot water at the property. 4 Aug 2021 Partial Maladministration Birmingham City Council (201910272) Case 201910272 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Complaint handling. Response to the resident’s concerns regarding adaptation works undertaken in the property’s … 4 Aug 2021 Maladministration Islington Council (202012886) Case 202012886 · Managing Relations The complaint concerns: The amount of time taken by the landlord to carry out repairs to the resident’s roof. The … 4 Aug 2021 No Maladministration Runnymede Borough Council (202009034) Case 202009034 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the applicant’s request to be added to his parent’s tenancy agreement. The … 3 Aug 2021 Maladministration Cheshire Peaks & Plains Housing Trust (202101835) Case 202101835 · Managing Relations The complaint refers to the landlord’s handling of: repairs to the resident’s roof, outhouse and front door. the associated complaint. 3 Aug 2021 Partial Maladministration Grand Union Housing Group Limited (201906126) Case 201906126 · ASB/Abuse/Nuisance The complaint is about: The landlord's handling of the resident’s request to move properties. The landlord's response to the resident’s … 3 Aug 2021 Reasonable Redress Leeds City Council (202014123) Case 202014123 · Local Authority / ALMO or TMO The complaint concerns the landlord’s handling of the resident’s reports of a blocked toilet. 3 Aug 2021 Partial Maladministration Milton Keynes Council (201802315) Case 201802315 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of: faults with the resident’s boiler and the length of time that passed … 3 Aug 2021 No Maladministration Sovereign Housing Association Limited (202014317) Case 202014317 · Estate Management The complaint is about the landlord’s response to the resident’s request that it install a gate to the resident’s shared … 2 Aug 2021 No Maladministration Lincoln City Council (201906536) Case 201906536 · Local Authority / ALMO or TMO The complaint concerns how the landlord handled reports of: noise and vibration from the water pipes in the resident’s property. … 2 Aug 2021 Outside Jurisdiction Nottingham City Homes (202013041) Case 202013041 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s transfer application. 2 Aug 2021 Outside Jurisdiction Southwark Council (202104317) Case 202104317 · Local Authority / ALMO or TMO The complaint is about The handling of the resident’s request for compensation for damage to their possessions The handling of … 2 Aug 2021 Maladministration The Guinness Partnership Limited (202015899) Case 202015899 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of a gas safety check at the property.