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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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2 Aug 2021 No Maladministration Thirteen Housing Group Limited (202002401) Case 202002401 · Financial The complaint concerns how the landlord handled: Repairs to the property following a fire. The resident’s claim for reimbursement for … 2 Aug 2021 No Maladministration WATMOS Community Homes (202013725) Case 202013725 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of reports of antisocial behaviour (ASB) made against the resident. The landlord’s response … 30 Jul 2021 No Maladministration Aster Group Limited (202010322) Case 202010322 · Health and Safety (inc. building safety) This complaint is about the landlord’s response to the resident’s report of a chimney fire at their property on 7 … 30 Jul 2021 Outside Jurisdiction Broxtowe Borough Council (201913786) Case 201913786 · Local Authority / ALMO or TMO The complaint concerns the Council’s handling of reports of repair required to the resident’s garage roof. 30 Jul 2021 No Maladministration Catalyst Housing Limited (202002176) Case 202002176 · ASB/Abuse/Nuisance The resident has complained about: the landlord’s response to his reports of noise-related anti-social behaviour (‘ASB’) from his neighbour; the … 30 Jul 2021 No Maladministration Citizen Housing (201900746) Case 201900746 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s request for adaptations to her property. The complaint is about … 30 Jul 2021 Reasonable Redress Hyde Southbank Homes Limited (202001363) Case 202001363 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of an infestation of carpet beetles and dust mites … 30 Jul 2021 No Maladministration Islington Council (202017241) Case 202017241 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s suggestions in relation to the antisocial behaviour (ASB) he experienced … 30 Jul 2021 Partial Maladministration Lambeth Council (202006032) Case 202006032 · Local Authority / ALMO or TMO The complaint is about: The landlord’s handling of an antisocial behaviour (ASB) complaint made against the resident. The landlord’s response … 30 Jul 2021 Maladministration Leeds City Council (202102741) Case 202102741 · Local Authority / ALMO or TMO The complaint concerns the time taken by the landlord to repair the resident’s lounge ceiling, following a leak from the … 30 Jul 2021 No Maladministration London Borough of Hackney (202012302) Case 202012302 · Local Authority / ALMO or TMO The complaint is about: The landlord’s handling of repairs to the property, involving plumbing leaks, damp, and asbestos. The landlord’s … 30 Jul 2021 Maladministration Metropolitan Housing Trust Limited (202009961) Case 202009961 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs at the property, specifically in respect of the heating and hot … 30 Jul 2021 Maladministration Metropolitan Thames Valley Housing (202015908) Case 202015908 · Managing Relations The complaint is about the landlord’s handling of repairs to resolve damp and mould issues in the resident’s property. The … 30 Jul 2021 Maladministration Newlon Housing Trust (202001445) Case 202001445 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; the related complaint. 30 Jul 2021 Reasonable Redress Newlon Housing Trust (202104409) Case 202104409 · Estate Management The complaint is about the landlord failing to make explicit that the property did not come with allocated parking. 30 Jul 2021 Partial Maladministration Notting Hill Genesis (202008430) Case 202008430 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s reports of pests in the property. The complaint is about … 30 Jul 2021 Reasonable Redress Peabody Trust (202014401) Case 202014401 · Old Property Condition migrated-2025 This complaint is about the insurance information given to the resident by the landlord following a leak in his home, … 30 Jul 2021 Maladministration Southern Housing Group Limited (202010169) Case 202010169 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of heating and hot water issues at the property. 30 Jul 2021 No Maladministration Thurrock Council (202100915) Case 202100915 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of noise nuisance and Anti-Social Behaviour (ASB). 30 Jul 2021 Reasonable Redress Tower Hamlets Council (202013924) Case 202013924 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s water ingress and mould reports. 30 Jul 2021 No Maladministration Watford Community Housing Trust (202010443) Case 202010443 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to reports of a boiler leak. 30 Jul 2021 No Maladministration Waverley Borough Council (202013619) Case 202013619 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s: reports of a leak and subsequent repair and redecoration works. … 30 Jul 2021 Reasonable Redress Westminster City Council (202011847) Case 202011847 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s requests to repair or replace the communal carpet. 29 Jul 2021 Partial Maladministration Bristol City Council (201915801) Case 201915801 · Local Authority / ALMO or TMO The resident complained about the landlord’s response to their concerns about the functionality of the CCTV cameras. 29 Jul 2021 No Maladministration Cambridge City Council (202001801) Case 202001801 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of his neighbour’s barking dog. 29 Jul 2021 Partial Maladministration Central and Cecil Housing Trust (201909418) Case 201909418 · Managing Relations The complaint refers to: The landlord’s handling of the resident’s internal transfer request and communication about this. The landlord’s response … 29 Jul 2021 Partial Maladministration Clarion Housing Association Limited (202004140) Case 202004140 · Information and data management The resident complained about the landlord's handling of : 29 Jul 2021 Reasonable Redress Hammersmith and Fulham Council (202013211) Case 202013211 · Local Authority / ALMO or TMO The resident has complained about: The handling of damp repairs at their previous home. The handling of the decant from … 29 Jul 2021 Outside Jurisdiction Hyde Housing Association Limited (202012315) Case 202012315 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s anti-social behaviour (ASB) reports between 2017 and 2019. 29 Jul 2021 Partial Maladministration Optivo (202010828) Case 202010828 · Estate Management The resident complained about the landlord’s handling of reports about: The standard of the cleaning to communal areas. The conduct … 29 Jul 2021 Maladministration Southwark Council (202004464) Case 202004464 · Health and Safety (inc. building safety) The resident has complained about the landlord’s handling of asbestos in her home. 29 Jul 2021 Partial Maladministration Southwark Council (202008200) Case 202008200 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance. The Ombudsman … 29 Jul 2021 Mediation Wandle Housing Association Limited (202101868) Case 202101868 · Financial The landlord’s handling of repairs to the resident’s kitchen following a leak. 29 Jul 2021 Mediation Wandle Housing Association Limited (202102100) Case 202102100 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the front door repair. 28 Jul 2021 No Maladministration ForHousing Limited (202101687) Case 202101687 · Old Property Condition migrated-2025 The complaint concerns the landlord’s response to the resident’s reports of unusual noises from her pipes and boiler. 28 Jul 2021 Reasonable Redress Metropolitan Housing Trust Limited (202009464) Case 202009464 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled repairs to the resident’s kitchen. 28 Jul 2021 Reasonable Redress Notting Hill Genesis (202014007) Case 202014007 · Financial The complaint is about: The landlord’s response to the resident’s request for the replacement of her personal belongings damaged at … 28 Jul 2021 No Maladministration Peabody Trust (202015287) Case 202015287 · ASB/Abuse/Nuisance The resident has complained about: The landlord’s response to their reports of antisocial behaviour, including noise nuisance and bad odours. … 27 Jul 2021 Partial Maladministration Camden Council (202013322) Case 202013322 · Local Authority / ALMO or TMO The complaint refers to: The landlord’s handling of the resident’s reports of damp and mould in the property. The resident’s … 27 Jul 2021 Maladministration Clarion Housing Association Limited (202000015) Case 202000015 · Managing Relations The complaint is about the landlord’s response to the resident’s report of water contamination at the property. 27 Jul 2021 Reasonable Redress East Midlands Housing Group Limited (202007482) Case 202007482 · Financial The complaint is about the landlord’s response to: The resident’s concerns regarding the level of service charges. The administration of … 27 Jul 2021 Reasonable Redress Metropolitan Housing Trust Limited (202102028) Case 202102028 · Managing Relations The complaint is about: The landlord’s response to the resident’s request to carry out alterations to her garden. The landlord’s … 27 Jul 2021 No Maladministration Nottingham City Homes (202016013) Case 202016013 · Local Authority / ALMO or TMO REPORT COMPLAINT 202016013 Nottingham City Homes 26 July 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 27 Jul 2021 Maladministration South Tyneside Housing Ventures Trust Limited (202012516) Case 202012516 · Estate Management The complaint is about the standard of cleaning carried out at the property. 26 Jul 2021 No Maladministration Bromsgrove District Housing Trust Limited (202013026) Case 202013026 · Managing Relations The resident complained about the landlord's response to: his report of flooding at the property. his concern that the flooding … 26 Jul 2021 Maladministration Catalyst Housing Limited (201914673) Case 201914673 · Managing Relations The complaint is about the landlord’s response to the resident’s complaint about: Fly tipping; Dog hairs in the communal areas; … 26 Jul 2021 Partial Maladministration Evolve Housing + Support (202012898) Case 202012898 · Abbeyfield The complaint refers to: The landlord’s handling of a leak in the building. The landlord’s response to the resident’s request … 26 Jul 2021 Maladministration Greenwich Council (202006184) Case 202006184 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of an odour in his property. 26 Jul 2021 Partial Maladministration London Borough of Hillingdon (202004603) Case 202004603 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Handling of the replacement of the front door. Handling of the installation of an … 26 Jul 2021 No Maladministration Ongo Homes Limited (202015902) Case 202015902 · Managing Relations The complaint refers to: The landlord’s handling of the resident’s reports of a rodent infestation in her property. The resident’s …