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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
22 Apr 2024 Partial Maladministration Affordable Housing Communities Limited (202216923) Case 202216923 · Financial The complaint is about: The landlord’s response to the resident’s concerns regarding service charge calculations. The service charge increase. 22 Apr 2024 No Maladministration Canterbury City Council (202202145) Case 202202145 · Estate Management The complaint is about the landlord’s response to a request to remove moss from the roof. 22 Apr 2024 Partial Maladministration Clarion Housing Association Limited (202202278) Case 202202278 · Financial The complaint is about: The landlord’s handling of, and communication about, the leak in the property. The landlord’s handling of … 22 Apr 2024 Maladministration Clarion Housing Association Limited (202219943) Case 202219943 · Estate Management This complaint is about the landlord's response to the resident’s concerns about: The standard of the communal cleaning at his … 22 Apr 2024 Outside Jurisdiction Falcon Housing Association C.I.C (202231755) Case 202231755 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to concerns about the placement of a vulnerable individual in the downstairs flat. … 22 Apr 2024 Maladministration Havering Council (202226938) Case 202226938 · Managing Relations The complaint is about the resident’s reports of leaks in the property, causing damp and mould. The Ombudsman has also … 22 Apr 2024 Maladministration Lambeth Council (202224802) Case 202224802 · Managing Relations The complaint is about the landlord’s handling of: Disrepair in the resident’s home, including an ongoing roof leak, and damp … 22 Apr 2024 Partial Maladministration Lambeth Council (202229208) Case 202229208 · Managing Relations The complaint is about the landlord’s decision to repair the windows in the resident’s property instead of upgrading them. We … 22 Apr 2024 Reasonable Redress LiveWest Homes Limited (202229671) Case 202229671 · Occupancy Rights The complaint is about how the landlord handled the resident’s request for its support with a neighbour dispute about access … 22 Apr 2024 Maladministration London Borough of Hounslow (202229239) Case 202229239 · Estate Management The complaint is about the landlord’s handling of the resident’s request for a hedge to be replaced. The Ombudsman has … 22 Apr 2024 Outside Jurisdiction Metropolitan Thames Valley Housing (MTV) (202200961) Case 202200961 · Financial The complaint is about the landlord’s handling of the resident’s service charge account, and the associated complaint. 22 Apr 2024 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202229108) Case 202229108 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s request to: Repair a leak after a contractor’s visit to … 22 Apr 2024 Maladministration Metropolitan Thames Valley Housing (MTV) (202316879) Case 202316879 · Old Complaints Handling categories The complaint is about: The landlord’s handling of repairs to the resident’s property following a fire, including repairs relating to … 22 Apr 2024 Partial Maladministration North Northamptonshire Council (202231781) Case 202231781 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to: The resident’s concerns regarding the fire alarm in the property. Communication about … 22 Apr 2024 Maladministration Notting Hill Genesis (NHG) (202234209) Case 202234209 · Financial This complaint is about the landlord’s: Response to the resident’s concerns about a service charge refund. Complaint handling. 22 Apr 2024 Outside Jurisdiction Notting Hill Genesis (NHG) (202322129) Case 202322129 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident's transfer request and alleged discrimination. 22 Apr 2024 Reasonable Redress One Housing Group Limited (202311150) Case 202311150 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of leaks, damp, and mould. 22 Apr 2024 Maladministration Thanet District Council (202229102) Case 202229102 · Old Property Condition migrated-2025 The complaint is about the level of compensation offered by the landlord for its handling of a sewage leak in … 22 Apr 2024 Maladministration The Guinness Partnership Limited (202208756) Case 202208756 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: reports of mice and bedbug infestations in his property; reports … 22 Apr 2024 Maladministration The Guinness Partnership Limited (202231149) Case 202231149 · Managing Relations The complaint is about the landlord’s handling of: Repairs following a leak from the hot water cylinder. The associated complaint. 22 Apr 2024 Partial Maladministration The Riverside Group Limited (202218341) Case 202218341 · Managing Relations The complaint is about the landlord’s handling of: Reports of damage to items in the resident’s property. The resident’s concerns … 19 Apr 2024 No Maladministration Anchor Hanover Group (202231153) Case 202231153 · Managing Relations The complaint is about the landlord’s response to concerns about the standard of service provided by the location and area … 19 Apr 2024 Partial Maladministration Clarion Housing Association Limited (202215585) Case 202215585 · Financial The complaint is about the landlord’s: handling of concerns about the administration of the resident’s service charge, and reports of … 19 Apr 2024 No Maladministration Habinteg Housing Association Limited (202227866) Case 202227866 · Old Property Condition migrated-2025 This complaint is about: The landlord’s handling of the resident’s request to pave the remaining area of her garden. The … 19 Apr 2024 Reasonable Redress Islington and Shoreditch Housing Association Limited (202229316) Case 202229316 · Estate Management The complaint is about the landlord’s: Handling of repairs to a communal lift. Complaint handling. 19 Apr 2024 Maladministration Midland Heart Limited (202300818) Case 202300818 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour caused by a neighbour. Allegations regarding … 19 Apr 2024 Maladministration Stonewater Limited (202301443) Case 202301443 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports of a faulty heating system and its subsequent handling … 19 Apr 2024 Maladministration Torus62 Limited (202220173) Case 202220173 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs at the property. 19 Apr 2024 Reasonable Redress Vivid Housing Limited (202222069) Case 202222069 · Old Property Condition migrated-2025 This complaint is about the landlord's handling of reports of damp and mould within the resident’s home. 18 Apr 2024 No Maladministration Anchor Hanover Group (202210360) Case 202210360 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour. Complaint handling. 18 Apr 2024 Maladministration Camden Council (202229706) Case 202229706 · Managing Relations The complaint is about the landlord’s response to the resident’s: Request for a window repair. Reports of damp and mould. … 18 Apr 2024 Outside Jurisdiction Great Places Housing Association (202302611) Case 202302611 · Financial The complaint is about: the landlord’s handling of rent increases to the resident’s garage. The landlord’s handling of repairs to … 18 Apr 2024 Maladministration Hammersmith and Fulham Council (202305491) Case 202305491 · Financial The complaint is about: The landlord’s administration of the resident’s rent account and the build-up of rent arrears. 18 Apr 2024 Partial Maladministration Lambeth Council (202123105) Case 202123105 · Managing Relations The complaint is about the landlord’s response to the resident’s: Reports of a repair to the property roof leading to … 18 Apr 2024 Maladministration Leeds City Council (202215437) Case 202215437 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of repairs and a pest infestation. The landlord’s handling … 18 Apr 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202223275) Case 202223275 · Managing Relations This complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The associated complaint. 18 Apr 2024 No Maladministration Nottingham Community Housing Association Limited (202221893) Case 202221893 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of a leak. 18 Apr 2024 Reasonable Redress Notting Hill Genesis (NHG) (202302192) Case 202302192 · Managing Relations The complaint is about the landlord’s offer of compensation in relation to its handling of the: Works required to the … 18 Apr 2024 Partial Maladministration Notting Hill Genesis (NHG) (202307053) Case 202307053 · Financial The complaint is about the landlord’s response to: A request for revised service charges. Reports of subsidence of the boundary … 18 Apr 2024 Maladministration Paragon Asra Housing Limited (202312109) Case 202312109 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports about his water supply. Formal complaint. 18 Apr 2024 No Maladministration Sanctuary Housing Association (202218569) Case 202218569 · Managing Relations This complaint is about the landlord’s handling of: The resident’s concerns about her boiler. The associated complaint. 18 Apr 2024 Maladministration Sanctuary Housing Association (202230980) Case 202230980 · Managing Relations The complaint is about: The resident’s reports of issues with: The windows and front door. The storage heaters. The bathroom. … 18 Apr 2024 Outside Jurisdiction Southern Housing Group Limited (202223653) Case 202223653 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of damp and mould. 18 Apr 2024 Partial Maladministration Stonewater Limited (202214298) Case 202214298 · Managing Relations The complaint is about the landlord’s: Response to reports of leaks causing damp and mould. Handling of the associated complaint. 18 Apr 2024 Maladministration Together Housing Association Limited (202320354) Case 202320354 · Managing Relations The complaint is about the landlord’s handling of the applicant’s: Application for a property. Associated complaints. 18 Apr 2024 Partial Maladministration Wandle Housing Association Limited (202217802) Case 202217802 · Information and data management The complaint is about the landlord’s handling of: The resident’s reports of mould in the communal hallway. Cyclical decoration works. … 17 Apr 2024 Maladministration Birmingham City Council (202228647) Case 202228647 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports about damage to a window by its contractor. 17 Apr 2024 Partial Maladministration Clarion Housing Association Limited (202301032) Case 202301032 · Information and data management The resident’s complaint is about the landlord’s response to his reports of damp and mould, and the associated repairs. In … 17 Apr 2024 Outside Jurisdiction Clarion Housing Association Limited (202307014) Case 202307014 · Managing Relations The complaint is about the housing association’s handling of: Defect repairs to the resident’s property. The associated complaint. 17 Apr 2024 Partial Maladministration Connexus Homes Limited (202311346) Case 202311346 · Managing Relations The complaint is about the landlord’s response to reports of unsafe windows in the property. The Ombudsman has also considered …