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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 2,867 of 16,595 decisions

Decisions

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11 Sep 2023 Partial Maladministration Peabody Trust (202005714) Case 202005714 · Estate Management REPORT COMPLAINT 202005714 Peabody Trust 19 June 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 11 Sep 2023 Maladministration Torus62 Limited (202224234) Case 202224234 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: repairs to the radiators in the property; repairs to the roof and; … 11 Sep 2023 Maladministration Waltham Forest Council (202122526) Case 202122526 · Managing Relations The complaint is about: The landlord’s response to the resident‘s reports of subsidence. The landlord’s handling of the resident's complaint. 11 Sep 2023 Reasonable Redress West Kent Housing Association (202214975) Case 202214975 · Information and data management The complaint is about the landlord’s decision to place a risk alert on the resident’s record. 11 Sep 2023 Maladministration Wolverhampton City Council (202212988) Case 202212988 · Managing Relations The complaint is about the landlord’s response to the resident’s request for redress for damage to her flooring following a … 8 Sep 2023 Maladministration A2Dominion Housing Group Limited (202209837) Case 202209837 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour. Request to be rehoused. This report … 8 Sep 2023 Maladministration Birmingham City Council (202122577) Case 202122577 · Information and data management The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould at the property. Complaint handling. … 8 Sep 2023 Maladministration Hammersmith and Fulham Council (202203481) Case 202203481 · Occupancy Rights The complaint is about the landlord’s response to the resident’s request it should change the bedroom classification of her property. 8 Sep 2023 Maladministration Longhurst Group Limited (202209756) Case 202209756 · Managing Relations The complaint is about the landlord’s response to the resident’s: Concerns about the property at the start of the tenancy. … 8 Sep 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202224230) Case 202224230 · ASB/Abuse/Nuisance The complaint is about: the landlord's handling of reports of antisocial behaviour from a neighbour. the associated complaint handling. 8 Sep 2023 Maladministration Places for People Group Limited (202206249) Case 202206249 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). 8 Sep 2023 Sandwell Metropolitan Borough Council (202212103) Case 202212103 · Health and Safety (inc. building safety) The complaint is about: The landlord’s response to the resident’s reports of structural issues with his property. The landlord’s complaint … 8 Sep 2023 Partial Maladministration Settle Group (202207221) Case 202207221 · Estate Management The complaint is about the landlord’s: handling of repairs following the resident moving into a mutual exchange property; response to … 8 Sep 2023 Maladministration Swindon Borough Council (202208774) Case 202208774 · Managing Relations The complaint is about the landlord’s handling of requests for repairs to windows in the property, as well as the … 8 Sep 2023 Maladministration Tower Hamlets Homes (202217228) Case 202217228 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of a hot water outage in the leaseholder’s property. 8 Sep 2023 Maladministration West Kent Housing Association (202126586) Case 202126586 · Managing Relations The complaint is about the landlord’s handling of: The repair to a leak over the resident’s front door. The withdrawal … 8 Sep 2023 Partial Maladministration Wolverhampton City Council (202120776) Case 202120776 · Financial The complaint is about: The landlord's response to the resident’s complaint about damage to her carpets. The landlord's complaint handling. 8 Sep 2023 Reasonable Redress Yorkshire Housing Limited (202201531) Case 202201531 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of delays to the construction, and subsequent purchase, of the resident’s new build … 7 Sep 2023 Reasonable Redress Aster Group Limited (202104588) Case 202104588 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of an infestation. This service has considered the landlord’s … 7 Sep 2023 Outside Jurisdiction Birmingham City Council (202122370) Case 202122370 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of: The resident’s rehousing application. Repairs to the resident’s property. 7 Sep 2023 Maladministration Hackney Council (202200858) Case 202200858 · Managing Relations The complaint is about the landlord’s: Handling of repairs to the resident’s kitchen floor; Handling of repairs to the windows … 7 Sep 2023 Severe Maladministration Hexagon Housing Association Limited (202125894) Case 202125894 · Information and data management The complaint is about: The landlord’s handling of, and communication about, various repairs in the property. The landlord’s response to … 7 Sep 2023 Partial Maladministration Home Group Limited (202203099) Case 202203099 · Managing Relations The complaint is about: The landlord’s handling of the sale process of the resident’s property. The resident’s claim that the … 7 Sep 2023 Maladministration Islington Council (202100449) Case 202100449 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of Antisocial Behaviour (ASB) and noise nuisance. The resident’s … 6 Sep 2023 Maladministration Aster Group Limited (202204915) Case 202204915 · Managing Relations The complaint is about the landlord’s handling of repairs to the resident’s windows. The Ombudsman has also considered the landlord’s … 6 Sep 2023 Maladministration Clarion Housing Association Limited (202116549) Case 202116549 · Managing Relations The landlord’s handling of: Repairs to the toilet, bathroom extractor fan and a leak in the bathroom which resulted in … 6 Sep 2023 Partial Maladministration Equity Housing Group Limited (202015743) Case 202015743 · Financial The complaint is around: The landlord’s communication around service charges. The landlord’s proposed increase to service charges and levels of … 6 Sep 2023 Partial Maladministration Magenta Living (202213660) Case 202213660 · Financial The complaint is about the landlord’s handling of: works associated with an upgrade programme being carried out to the resident’s … 6 Sep 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202213519) Case 202213519 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs to his garage gate. The landlord’s … 6 Sep 2023 Partial Maladministration Newcastle City Council (202219798) Case 202219798 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: Reports of damp and mould at the property. The resident’s request to … 6 Sep 2023 Partial Maladministration Notting Hill Genesis (NHG) (202125308) Case 202125308 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the porch ceiling. The associated complaint. 6 Sep 2023 Partial Maladministration Optivo (now Southern Housing) (202208179) Case 202208179 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to; 6 Sep 2023 Severe Maladministration Orbit Group Limited (202204426) Case 202204426 · Managing Relations This complaint is about the landlord’s handling of: Reports of water ingress into the property causing damp and mould. The … 6 Sep 2023 Maladministration Paragon Asra Housing Limited (202204736) Case 202204736 · Health and Safety (inc. building safety) The complaint is about the landlord's handling of: Breakdowns of the communal lifts; The resident’s reports of a leak; Fire … 6 Sep 2023 Reasonable Redress Peabody Trust (202212355) Case 202212355 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of damp and mould and his subsequent request for … 6 Sep 2023 No Maladministration Southern Housing Group Limited (202218710) Case 202218710 · Occupancy Rights The complaint is about the landlord’s handling of the resident’s request to end his joint tenancy and be transferred to … 5 Sep 2023 Partial Maladministration Clarion Housing Association Limited (202116949) Case 202116949 · Managing Relations The complaint is about the landlord’s handling of: The resident’s complaint that she had been discriminated against. Her management transfer. … 5 Sep 2023 Maladministration Clarion Housing Association Limited (202218930) Case 202218930 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of a leak. The Ombudsman has also considered the … 5 Sep 2023 No Maladministration Coastline Housing Limited (202225100) Case 202225100 · Managing Relations The complaint is about the landlord’s: handling of the applicant’s housing application; response to the applicant’s concerns about banding; and … 5 Sep 2023 Maladministration GreenSquare Group Limited (202210565) Case 202210565 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s concerns about the safety of his heating system. 5 Sep 2023 Maladministration Hammersmith and Fulham Council (202213657) Case 202213657 · Managing Relations The complaint is about the landlord's handling of the resident’s request for repairs to her balcony flooring. The Ombudsman has … 5 Sep 2023 Maladministration Lambeth Council (202208047) Case 202208047 · Managing Relations The complaint is about the landlord’s handling of: A vulnerability assessment of the resident and their property. Repairing and replacing … 5 Sep 2023 Severe Maladministration London & Quadrant Housing Trust (L&Q) (202111700) Case 202111700 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of anti social behaviour (ASB). The associated complaint. 5 Sep 2023 Severe Maladministration London & Quadrant Housing Trust (L&Q) (202205105) Case 202205105 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the ASB reports. The landlord’s handling of the resident’s complaint. 5 Sep 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202215520) Case 202215520 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of: the resident's report of damp and mould issues throughout the property including … 5 Sep 2023 Maladministration Peabody Trust (202120342) Case 202120342 · Information and data management The complaint is about the landlord’s: Response to reports of damp and mould in the property. Knowledge and information management … 5 Sep 2023 Partial Maladministration Regenda Limited (202113848) Case 202113848 · Managing Relations The complaint relates to the landlord’s: Response to the resident’s concern over bandings for allocating properties under Home Choice. Handling … 5 Sep 2023 Maladministration Rooftop Housing Association Limited (202203134) Case 202203134 · Managing Relations The complaint is about the landlord’s handling of reported issues with the resident’s garden. The Ombudsman has also considered the … 5 Sep 2023 Maladministration Shepherds Bush Housing Association Limited (202124434) Case 202124434 · Health and Safety (inc. building safety) The complaint is about: The resident’s reports of the landlord’s handling of fire safety concerns within the building. The resident’s … 5 Sep 2023 Maladministration Slough Borough Council (202113255) Case 202113255 · Managing Relations The complaint is about the landlord’s handling of: Repairs following a water leak affecting the resident’s property. Communication and the …