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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
30 Jan 2024 Maladministration Birmingham City Council (202216687) Case 202216687 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of outstanding repairs to her flooring. The Ombudsman has … 30 Jan 2024 Partial Maladministration Camden Council (202214399) Case 202214399 · Managing Relations The complaint is about the landlord’s: Response to the resident’s concerns about the behaviour of and works outstanding by contractors. … 30 Jan 2024 Maladministration Camden Council (202233157) Case 202233157 · Managing Relations The resident’s complaint is about the landlord’s: Response to the resident’s reports of faults with the heating and hot water … 30 Jan 2024 Maladministration Clarion Housing Association Limited (202202193) Case 202202193 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s: request for a management transfer; reports of repairs to her … 30 Jan 2024 Maladministration Clarion Housing Association Limited (202208746) Case 202208746 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour and noise from her neighbour above. 30 Jan 2024 Partial Maladministration Clarion Housing Association Limited (202216339) Case 202216339 · Managing Relations The complaint is about: The landlord's decision to grant permission for a neighbouring resident to undertake construction work. The landlord’s … 30 Jan 2024 Maladministration GreenSquareAccord Limited (202227249) Case 202227249 · Estate Management The complaint is about the landlord’s response to the resident’s concerns about the window cleaning service. This investigation has also … 30 Jan 2024 Maladministration GreenSquareAccord Limited (202304099) Case 202304099 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s concerns about staff conduct. Decision to request that the resident … 30 Jan 2024 Partial Maladministration GreenSquareAccord Limited (202306233) Case 202306233 · Managing Relations The complaint is about the landlord’s handling of the repairs to the wall plaster. The investigation has also considered the … 30 Jan 2024 Partial Maladministration Hammersmith and Fulham Council (202227306) Case 202227306 · Managing Relations The complaint is about the landlord’s handling of reports of flooding and damage to the resident’s shed. The Ombudsman has … 30 Jan 2024 Maladministration Hyde Housing Association Limited (202226622) Case 202226622 · Information and data management The complaint is about the landlord’s handling of replacement works to doors and windows. The Ombudsman has also considered the … 30 Jan 2024 No Maladministration Irwell Valley Housing Association Limited (202217489) Case 202217489 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour. The resident’s request to be rehoused … 30 Jan 2024 Partial Maladministration Islington Council (202212996) Case 202212996 · Managing Relations REPORT COMPLAINT 202212996 Islington Council 30 January 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 30 Jan 2024 Partial Maladministration Islington Council (202216255) Case 202216255 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Request for a 2-person warning flag to be removed from … 30 Jan 2024 Maladministration Lambeth Council (202109540) Case 202109540 · Financial The complaint is about the landlord’s handling of the resident’s: Reports of repairs. Concern about charges for communal heating. Complaint. 30 Jan 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202202309) Case 202202309 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of multiple outstanding repairs, mostly as a result of … 30 Jan 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202206684) Case 202206684 · Managing Relations The complaint is about: The landlord’s handling of the resident’s request for trunking to be removed from her property and … 30 Jan 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202212405) Case 202212405 · Managing Relations The complaint is about the landlord’s handling of: Reported smells that affected the resident’s property. The replacement of the kitchen … 30 Jan 2024 Maladministration Metropolitan Thames Valley Housing (MTV) (202203908) Case 202203908 · Financial The complaint is about: The landlord’s response to the resident’s request for information about her service charges. The landlord’s handling … 30 Jan 2024 Partial Maladministration Nottingham Community Housing Association Limited (202125527) Case 202125527 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of a leak and repairs to the bathroom extractor … 30 Jan 2024 Partial Maladministration Nottingham Community Housing Association Limited (202210335) Case 202210335 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of issues with his Sky TV signal. The Ombudsman … 30 Jan 2024 Maladministration Notting Hill Genesis (NHG) (202207000) Case 202207000 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: a water pipe repair; a repair to the resident’s bedroom window; the … 30 Jan 2024 Maladministration Peabody Trust (202111453) Case 202111453 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: The residents report of disturbance from delivery men ringing his doorbell. The … 30 Jan 2024 Partial Maladministration Peabody Trust (202208808) Case 202208808 · Estate Management The complaint is about: The landlord’s response to issues the resident raised regarding the delivery of communal maintenance and housing … 30 Jan 2024 Maladministration Places for People Group Limited (202214582) Case 202214582 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of: Outstanding repairs within the property. Antisocial behaviour (ASB). … 30 Jan 2024 Partial Maladministration Regenda Limited (202210503) Case 202210503 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of a broken boiler including no heating and no … 30 Jan 2024 Partial Maladministration Sandwell Metropolitan Borough Council (202212984) Case 202212984 · Managing Relations The complaint is about t he landlord’s response to resident’s reports about the condition of: The plastering in the property. … 30 Jan 2024 Outside Jurisdiction Stevenage Borough Council (202205985) Case 202205985 · Information and data management The complaint is regarding the landlord’s: Handling of the resident’s Right to Buy application. Response to enquiries regarding planned improvement … 30 Jan 2024 No Maladministration Swindon Borough Council (202213870) Case 202213870 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s reports of concerns about fire safety at the property. 30 Jan 2024 Maladministration The Guinness Partnership Limited (202221769) Case 202221769 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s reports concerning: The lettings process including the viewing and sign-up … 29 Jan 2024 Partial Maladministration Citizen Housing (202207259) Case 202207259 · Estate Management The complaint is about the landlord’s response to: The resident’s reports about cleaning charges. The resident’s reports of fly tipping … 29 Jan 2024 Partial Maladministration Clarion Housing Association Limited (202127420) Case 202127420 · Managing Relations The complaint is about: The landlord’s handling of pest control reports and related works. The landlord’s handling of damp and … 29 Jan 2024 Maladministration Clarion Housing Association Limited (202207661) Case 202207661 · Financial REPORT COMPLAINT 202207661 Clarion Housing Association Limited 24 January 2024 Our approach The Housing Ombudsman’s approach to investigating and determining … 29 Jan 2024 Partial Maladministration Home Group Limited (202208660) Case 202208660 · ASB/Abuse/Nuisance REPORT COMPLAINT 202208660 Home Group Limited 29 January 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 29 Jan 2024 Partial Maladministration Homes Plus Limited (202215123) Case 202215123 · Managing Relations The complaint is about: The condition of the property at the start of the resident’s tenancy, and how the subsequent … 29 Jan 2024 Partial Maladministration Leicester City Council (202217141) Case 202217141 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s report of anti-social behaviour. The landlord’s request for the resident … 29 Jan 2024 Partial Maladministration Mansfield District Council (202220640) Case 202220640 · Financial The complaint is about the: Landlord’s handling of the resident’s rent account. Conduct of the landlord’s staff. 29 Jan 2024 Reasonable Redress Optivo (now Southern Housing) (202123226) Case 202123226 · Estate Management This complaint is about the landlord’s handling of the resident’s complaint about the reduced size of a disabled parking bay. 29 Jan 2024 Maladministration Southern Housing (202307305) Case 202307305 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports concerning: Outstanding repairs required to address damp and mould … 29 Jan 2024 Maladministration Southwark Council (202122806) Case 202122806 · Managing Relations The complaint is about: The landlord’s handling of repair works following burst pipes and flooding. The landlord’s handling of the … 29 Jan 2024 Maladministration Stonewater Limited (202208609) Case 202208609 · Managing Relations The complaint is about the landlord’s handling of: Defect repairs to the resident’s property. The associated complaint. 29 Jan 2024 Maladministration Waltham Forest Council (202200694) Case 202200694 · Managing Relations The resident’s complaint is about the landlord’s: Handling of repairs: Arising from a leak in the bathroom, and the subsequent … 29 Jan 2024 Maladministration Wandle Housing Association Limited (202212795) Case 202212795 · Managing Relations The landlord’s handling of the resident’s reports of outstanding repairs. The landlord’s record keeping has also been investigated. 28 Jan 2024 Maladministration A2Dominion Housing Group Limited (202124116) Case 202124116 · Managing Relations The complaint is about the landlord’s handling of: Reports of disrepair to the windows and condensation causing mould growth and … 28 Jan 2024 Partial Maladministration Beyond Housing Limited (202208513) Case 202208513 · Managing Relations The complaint is about the time taken by the landlord to resolve defects in the kitchen and bathroom. The Ombudsman … 26 Jan 2024 Partial Maladministration Bromford Housing Group Limited (202124455) Case 202124455 · Managing Relations The complaint is about the landlord’s response to the resident’s; Request to replace a door; Reports of outstanding repairs; Reports … 26 Jan 2024 Partial Maladministration Camden Council (202205534) Case 202205534 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Right-to-Buy application. Requests for reasonable adjustments. Reports of damp and … 26 Jan 2024 Partial Maladministration Clarion Housing Association Limited (202210730) Case 202210730 · Financial The complaint is about the way the landlord handled the resident’s: Rent arrears; Concerns about contractor visits; Personal data following … 26 Jan 2024 Reasonable Redress Community Gateway Association Limited (202209378) Case 202209378 · Financial The complaint is about the landlord’s: Decision to increase the property’s rent. The landlord’s communications with the resident. 26 Jan 2024 Maladministration East Midlands Housing Group Limited (202211795) Case 202211795 · Estate Management REPORT COMPLAINT 202211795 East Midlands Housing Group Limited 26 January 2024 Our approach The Housing Ombudsman’s approach to investigating and …