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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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25 Aug 2023 Maladministration Clarion Housing Association Limited (202127738) Case 202127738 · Financial The complaint is about the landlord’s response to the resident’s request for information about his service charges and its handling … 25 Aug 2023 Maladministration Homes Plus Limited (202125979) Case 202125979 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of remedial works to the roof following reports of damp and mould. 25 Aug 2023 Partial Maladministration Leeds Jewish Housing Association Limited (202012647) Case 202012647 · Financial The complaint is about the landlord’s response to the resident’s queries regarding: communal caretaker costs; alarm monitoring and warden services; … 25 Aug 2023 Partial Maladministration Lewes District Council (202123052) Case 202123052 · Managing Relations The complaint is about: The landlord’s management of roofing repairs. The landlord’s handling of the resident’s complaint and request for … 25 Aug 2023 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202207377) Case 202207377 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of faulty windows, and its associated repairs. 25 Aug 2023 Maladministration Optivo (now Southern Housing) (202220933) Case 202220933 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports about repair issues in the bathroom; complaints handling. 25 Aug 2023 Partial Maladministration Platform Housing Group Limited (202124990) Case 202124990 · ASB/Abuse/Nuisance This complaint is about: The landlord’s handling of the resident’s reports of noise, harassment and antisocial behaviour by neighbours; The … 25 Aug 2023 Outside Jurisdiction Stoke-on-Trent City Council (202208976) Case 202208976 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a community garden and … 25 Aug 2023 Maladministration Swan Housing Association Limited (202221979) Case 202221979 · Financial The complaint is about: The landlord’s handling of an interruption to the resident’s gas supply. The associated compensation request. Staff … 24 Aug 2023 Maladministration Birmingham City Council (202217143) Case 202217143 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of the property being cold and her request for … 24 Aug 2023 Outside Jurisdiction City of London Corporation (202119697) Case 202119697 · Moving/Buying/Selling Home The complaint is about the landlord’s: Handling of the resident’s request to purchase the remaining share of the property. Response … 24 Aug 2023 Maladministration Community Housing Initiative (202210915) Case 202210915 · Old Property Condition migrated-2025 This complaint is about: The landlord's response to the resident's reports of outstanding repairs to the building. The landlord's communication … 24 Aug 2023 Partial Maladministration Darlington Borough Council (202209963) Case 202209963 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour and harassment. The landlord’s handling of … 24 Aug 2023 Reasonable Redress Grand Union Housing Group Limited (202120857) Case 202120857 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s purchase of their home through the Right to Buy scheme. 24 Aug 2023 Maladministration Islington Council (202212752) Case 202212752 · Estate Management The complaint is about: The landlord’s management of the communal cleaning service to the resident’s block, including the service charge … 24 Aug 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202221313) Case 202221313 · Managing Relations The complaint is about the landlord’s response to concerns about: the suitability of a new hand wash basin installed in … 24 Aug 2023 Maladministration Paragon Asra Housing Limited (202200356) Case 202200356 · Managing Relations The complaint concerns: The landlord’s handling of the resident’s reporting of damp and mould. The amount of redress offered by … 24 Aug 2023 Reasonable Redress Peabody Trust (202215428) Case 202215428 · Managing Relations The complaint is about the landlord’s response to the resident’s: reports of a leak in her building causing damp and … 24 Aug 2023 Reasonable Redress Peabody Trust (202215468) Case 202215468 · Managing Relations The complaint is about the landlord’s response to the resident’s: reports of a leak affecting her property; provision of evidence … 24 Aug 2023 Partial Maladministration Tower Hamlets Homes (202223881) Case 202223881 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of poor customer service from its staff. The landlord's … 24 Aug 2023 Maladministration Waltham Forest Council (202125120) Case 202125120 · Managing Relations The complaint is about the landlord’s management and handling of: repairs to the downpipe and guttering causing a leak and … 24 Aug 2023 No Maladministration Wandsworth Council (202218821) Case 202218821 · Managing Relations The complaint is about the landlord’s handling of: repairs to address water penetration from the roof; a compensation request for … 24 Aug 2023 Maladministration West Kent Housing Association (202214015) Case 202214015 · Old Property Condition migrated-2025 The complaint is about the landlord's decision to remove the hardwired lifeline. 24 Aug 2023 Outside Jurisdiction Westminster City Council (202118004) Case 202118004 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports about antisocial behaviour (ASB). 23 Aug 2023 Partial Maladministration Bournemouth, Christchurch and Poole Council (202107969) Case 202107969 · Managing Relations The complaint is about the landlord’s management and handling of: a request to install a level access shower wet room … 23 Aug 2023 Maladministration Gentoo Group Limited (202218794) Case 202218794 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of its proposals to remove the resident’s garage and driveway as part of … 23 Aug 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202200878) Case 202200878 · Health and Safety (inc. building safety) The complaint is about the landlord’s: response to the resident’s report of a fire safety incident; handling of the resident’s … 23 Aug 2023 Maladministration Notting Hill Genesis (NHG) (202214808) Case 202214808 · Information and data management The complaint is about the landlord’s: Response to reports of leaks at the property. Response to damp and mould at … 23 Aug 2023 Maladministration Sanctuary Housing Association (202214329) Case 202214329 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the: kitchen flooring replacement works; and kitchen base units renewal works. 22 Aug 2023 No Maladministration Bromford Housing Association Limited (202216237) Case 202216237 · Managing Relations The complaint is about the landlord’s: response to the resident’s report of a leak; complaints handling. 22 Aug 2023 Maladministration Clarion Housing Association Limited (202211593) Case 202211593 · Information and data management The complaint is about the landlord’s handling of reports of a foul odour at the property. This Service has also … 22 Aug 2023 Partial Maladministration East Riding of Yorkshire Council (202211160) Case 202211160 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of anti social behaviour. The landlord’s decision to place … 22 Aug 2023 Maladministration Joseph Rowntree Housing Trust (202221489) Case 202221489 · Old Property Condition migrated-2025 The complaint is about the landlord's response to the resident’s reports of repairs to her windows and front door. 22 Aug 2023 Partial Maladministration Paradigm Housing Group Limited (202116807) Case 202116807 · ASB/Abuse/Nuisance The complaint is about: 22 Aug 2023 No Maladministration Sanctuary Housing Association (202214318) Case 202214318 · Financial The complaint is about: The landlord's handling of repairs to the resident’s solar panels. The landlord’s handling of the resident’s … 22 Aug 2023 Outside Jurisdiction Southern Housing Group Limited (202117950) Case 202117950 · Old Property Condition migrated-2025 This complaint is about the landlord’s response to the resident’s reports of disrepair to her bathroom and its handling of … 22 Aug 2023 Maladministration Sovereign Network Homes (202218988) Case 202218988 · Estate Management The complaint is about the landlord's handling of repairs to the communal lift. 22 Aug 2023 Reasonable Redress Sovereign Network Homes (202221533) Case 202221533 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s concerns about a boundary fence. 22 Aug 2023 Maladministration The Guinness Partnership Limited (202211533) Case 202211533 · Moving/Buying/Selling Home The complaint is about the landlord's response to the delay in the sale of the resident’s property following his death. 22 Aug 2023 Partial Maladministration The Riverside Group Limited (202223877) Case 202223877 · Financial The complaint concerns: The landlord’s decision to recharge the resident to repair the toilet in the property. The conduct of … 22 Aug 2023 No Maladministration Wythenshawe Community Housing Group Limited (202210636) Case 202210636 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s housing application. 21 Aug 2023 Maladministration East Devon District Council (202123784) Case 202123784 · Information and data management The complaint is about the landlord’s: record keeping; handling of the resident’s reports of heating issues; handling of the resident's … 21 Aug 2023 Maladministration Home Group Limited (202221234) Case 202221234 · Managing Relations The landlord’s handling of the resident’s report of a rodent infestation. The associated complaint. 21 Aug 2023 No Maladministration Karbon Homes Limited (202206544) Case 202206544 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of reports of noise nuisance and antisocial behaviour (ASB) by his neighbour. The … 21 Aug 2023 Maladministration London Borough of Redbridge (202223569) Case 202223569 · Managing Relations The complaint concerns: The landlord’s handling of the replacement of the property’s front door. The associated formal complaint into the … 21 Aug 2023 Maladministration Notting Hill Genesis (NHG) (202014457) Case 202014457 · Information and data management This is about the landlords handling of: Roof leaks. Damp and mould at the resident’s property. The associated complaint. Record … 21 Aug 2023 Partial Maladministration Railway Housing Association and Benefit Fund (202225070) Case 202225070 · Managing Relations The complaint is about: The landlord's response to the resident's concerns about a staff member’s conduct during a fire-safety drill. … 21 Aug 2023 Partial Maladministration Royal Borough Of Greenwich (202219125) Case 202219125 · Managing Relations This complaint is about the landlord’s handling of: The resident’s reports of defective windows and doors, and the resulting cold … 21 Aug 2023 Partial Maladministration Tower Hamlets Community Housing (202116245) Case 202116245 · Managing Relations The complaint is about: The condition of the property the resident mutually exchanged into. The landlord’s handling of remedial repairs. … 21 Aug 2023 Maladministration Tower Hamlets Homes (202218547) Case 202218547 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of repairs to the centralised control system for the internal extractor fans.