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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 Aug 2023 Severe Maladministration Clarion Housing Association Limited (202121016) Case 202121016 · Old Property Condition categories The complaint is regarding the landlord’s handling of reported leaks affecting the resident’s property. 11 Aug 2023 Maladministration Clarion Housing Association Limited (202208650) Case 202208650 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of leaks, damp and mould in her bathroom and … 11 Aug 2023 Partial Maladministration Hightown Housing Association Limited (202121975) Case 202121975 · Managing Relations The complaint is about the landlord’s handling of: The concerns raised by the resident about the safety and condition of … 11 Aug 2023 Partial Maladministration Stockport Homes Limited (202113835) Case 202113835 · Managing Relations The complaint is about: The landlord's handling of the resident’s concerns about rehousing. The condition of the resident’s new home … 11 Aug 2023 No Maladministration Thurrock Council (202218825) Case 202218825 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s concerns regarding subsidence and the request for a full structural … 10 Aug 2023 Maladministration A2Dominion Housing Group Limited (202216864) Case 202216864 · Estate Management The complaint is about: The landlord’s handling of repairs to the communal lift. The landlord’s subsequent complaint handling. 10 Aug 2023 Partial Maladministration Aster Group Limited (202214054) Case 202214054 · Moving/Buying/Selling Home The complaint is about: The landlord’s response to the resident’s reports about leaking and drafty windows causing damp and mould … 10 Aug 2023 Maladministration Bromford Housing Group Limited (202210356) Case 202210356 · Managing Relations The complaint is about the landlord’s: handling of requests for repairs to the porch; handling of requests for repairs to … 10 Aug 2023 Outside Jurisdiction Clarion Housing Association Limited (202124449) Case 202124449 · Moving/Buying/Selling Home The complaint is about the landlord's handling of the resident's request to repay a HomeBuy Loan. 10 Aug 2023 Partial Maladministration Cross Keys Homes Limited (202118626) Case 202118626 · Estate Management The complaint is about the landlord’s response to the leaseholder’s: Concerns about the communal garden. Objection to the replacement of … 10 Aug 2023 Severe Maladministration Hackney Council (202213194) Case 202213194 · Managing Relations The complaint is about the landlord’s handling of repairs to the resident’s bedroom window. The Ombudsman has also considered the … 10 Aug 2023 Maladministration ‘Johnnie’ Johnson Housing Trust Limited (202116565) Case 202116565 · Managing Relations The complaint is about the landlord’s: Disposal of the late resident’s possessions following the end of the tenancy. Complaint handling. 10 Aug 2023 Partial Maladministration Midland Heart Limited (202125636) Case 202125636 · Health and Safety (inc. building safety) The complaint is about: The landlord’s response to the resident’s reports of no heating in the property. The landlord’s response … 10 Aug 2023 No Maladministration Notting Hill Genesis (NHG) (202122911) Case 202122911 · Estate Management The complaint is about: The theft of the resident’s bicycle from a shared bicycle store in 2017. The landlord’s response … 10 Aug 2023 Maladministration Peabody Trust (202200039) Case 202200039 · Estate Management This complaint is about the landlord’s: Handling of repairs to the lift and external lights of the building. Handling of … 9 Aug 2023 Partial Maladministration Anchor Hanover Group (202210054) Case 202210054 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports that the property was too hot. Response to the … 9 Aug 2023 Maladministration Cheltenham Borough Homes Limited (202216212) Case 202216212 · Managing Relations The complaint is about the landlord’s handling of: a request for retrospective consent for building works; and the associated complaint. 9 Aug 2023 Partial Maladministration Hackney Council (202112672) Case 202112672 · Managing Relations The complaint is about the landlord’s handling of: Concerns raised by the resident about the condition of the property when … 9 Aug 2023 Severe Maladministration Harlow District Council (202212441) Case 202212441 · Estate Management REPORT COMPLAINT 202212441 Harlow District Council 9 August 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 9 Aug 2023 Maladministration Harlow District Council (202222305) Case 202222305 · Information and data management The complaint about the landlord’s handling of: The resident’s reports of water ingress, damp and mould at the property. Complaint … 9 Aug 2023 Maladministration Lambeth Council (202114942) Case 202114942 · Managing Relations The complaint is about the landlord’s handling of the resident’s complaint following a flood at his property. 9 Aug 2023 Maladministration London Borough of Hackney (202219315) Case 202219315 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of a leak and resulting damage affecting her property. 9 Aug 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202120759) Case 202120759 · Health and Safety (inc. building safety) The complaint is about: The landlord’s response to the resident’s request for information about fire safety and cladding on the … 9 Aug 2023 Partial Maladministration Royal Borough of Kensington and Chelsea (202117265) Case 202117265 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s reports of a lighting fault. Complaints handling. 9 Aug 2023 Maladministration The Riverside Group Limited (202214546) Case 202214546 · Estate Management The complaint is about the landlord’s handling of the resident’s report of a nuisance caused by an overgrown tree. 8 Aug 2023 No Maladministration London & Quadrant Housing Trust (L&Q) (202212381) Case 202212381 · Managing Relations The complaint is about the landlord’s response to the resident’s request to remove a shower cubicle and install a bath … 8 Aug 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202212402) Case 202212402 · Managing Relations The complaint is about the landlord’s handling of a property transfer and the size of the second bedroom at the … 8 Aug 2023 Partial Maladministration Midland Heart Limited (202114092) Case 202114092 · Financial REPORT COMPLAINT 202114092 Midland Heart Limited 8 August 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 8 Aug 2023 Partial Maladministration Notting Hill Genesis (NHG) (202213630) Case 202213630 · Financial The complaint is about the landlord’s response to: The resident’s challenge to the level of her service charge in previous … 8 Aug 2023 Maladministration Thirteen Housing Group Limited (202204655) Case 202204655 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the residents’ reports of antisocial behaviour (ASB). The Ombudsman has also considered … 8 Aug 2023 No Maladministration Tower Hamlets Homes (202216444) Case 202216444 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from the above property. 8 Aug 2023 No Maladministration Trafford Housing Trust Limited (202218381) Case 202218381 · Estate Management The complaint is about the landlord’s handling of its request that the resident remove items from the communal area of … 7 Aug 2023 Reasonable Redress A2Dominion Housing Group Limited (202210846) Case 202210846 · Managing Relations The complaint is about the landlord’s response to the resident’s: reports of a broken toilet within her property. associated complaint. 7 Aug 2023 Severe Maladministration Christian Action (Enfield) Housing Association Limited (202105986) Case 202105986 · ASB/Abuse/Nuisance The complaint relates to: The landlord’s management of the resident’s antisocial behaviour (ASB) complaints. The landlord’s management of the resident’s … 7 Aug 2023 Reasonable Redress Harlow District Council (202211041) Case 202211041 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports regarding staff conduct, specifically the tenancy support officer. 7 Aug 2023 Maladministration Hyde Housing Association Limited (202216788) Case 202216788 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the resident’s windows. The associated complaint. 7 Aug 2023 Maladministration Paragon Asra Housing Limited (202120242) Case 202120242 · Managing Relations The complaint is about: The compensation offered by the landlord for its handling of the resident’s reports of damp and … 7 Aug 2023 Partial Maladministration Paragon Asra Housing Limited (202216669) Case 202216669 · Managing Relations The complaint is about: The landlord’s handling of the installation of new lighting within the external communal areas of the … 7 Aug 2023 Maladministration Swan Housing Association Limited (202211196) Case 202211196 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of reports of damp and mould and associated repairs. 4 Aug 2023 Partial Maladministration Birmingham City Council (202111745) Case 202111745 · Managing Relations The complaint is about the landlord’s handling of the resident’s: mutual exchange; property repairs; associated complaint. 4 Aug 2023 Maladministration East Riding of Yorkshire Council (202208441) Case 202208441 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) from a neighbour, and of … 4 Aug 2023 Partial Maladministration Lambeth Council (202123086) Case 202123086 · Managing Relations The complaint is about: The landlord’s handling of the resident’s request for a management transfer. The landlord’s complaints handling. 4 Aug 2023 Partial Maladministration Sanctuary Housing Association (202204936) Case 202204936 · Estate Management The leaseholder’s complaint is about the landlord’s response to her concerns about: Communal repairs. Communal service provision. The Ombudsman will … 4 Aug 2023 Maladministration Sovereign Housing Association Limited (202014730) Case 202014730 · Managing Relations The complaint is about the landlord’s: 4 Aug 2023 Maladministration Your Housing Limited (202114217) Case 202114217 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: 3 Aug 2023 Partial Maladministration Babergh District Council (202208598) Case 202208598 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s report about unsafe electrics in the property. The landlord’s complaint … 3 Aug 2023 Maladministration Broxtowe Borough Council (202219034) Case 202219034 · Financial The complaint is about the landlord’s handling of the resident’s: reports of damp and mould in her property; request for … 3 Aug 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202120157) Case 202120157 · Estate Management The complaint is about the landlord's response to the resident’s reports of disrepair in relation to: Front and balcony doors. … 3 Aug 2023 No Maladministration MHS Homes Ltd (202203803) Case 202203803 · ASB/Abuse/Nuisance The resident complains about the landlord’s handling of reports of smoking within the block. 3 Aug 2023 Partial Maladministration Notting Hill Genesis (NHG) (201906471) Case 201906471 · Estate Management The complaint is about the landlord’s handling of: Repairs to the resident’s front door and back door following reports of …