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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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16 Jun 2021 Partial Maladministration London Borough of Hackney (202004219) Case 202004219 · Local Authority / ALMO or TMO The complaint is about the: Landlord’s handling of the resident’s reports of noise nuisance from her neighbour. Landlord’s record keeping … 16 Jun 2021 Outside Jurisdiction London & Quadrant Housing Trust (202014377) Case 202014377 · Financial The complaint is about the payability and reasonableness of the service charges at the property. 16 Jun 2021 Reasonable Redress London & Quadrant Housing Trust (202100892) Case 202100892 · Estate Management The complaint concerns the landlord’s handling of: repairs to resolve a leak in the roof of the building, and; the … 16 Jun 2021 No Maladministration Plymouth Community Homes Limited (201907375) Case 201907375 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to reports of anti-social behaviour (ASB). 16 Jun 2021 No Maladministration Southern Housing Group Limited (202001366) Case 202001366 · Financial The complaint refers to: The landlord’s response to the resident’s request for compensation for the interruption of the gas supply … 16 Jun 2021 Maladministration Stonewater Limited (202011072) Case 202011072 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports of repairs required to the intercom system at the … 16 Jun 2021 Outside Jurisdiction The Guinness Partnership Limited (202011931) Case 202011931 · Managing Relations The complaint concerns the landlord’s response to reports of staff conduct. 15 Jun 2021 Mediation Bromford Housing Association Limited (202012675) Case 202012675 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the repair to the boiler. 15 Jun 2021 No Maladministration Clarion Housing Association Limited (201907136) Case 201907136 · Old Property Condition migrated-2025 The complaint concerns the landlord’s response to the resident’s reports of condensation on her windows. 15 Jun 2021 Reasonable Redress Home Group Limited (201912966) Case 201912966 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the resident’s concerns regarding the administration of the sales procedure in respect … 15 Jun 2021 Maladministration Metropolitan Housing Trust Limited (202010666) Case 202010666 · Estate Management The complaint is about: the landlord’s handling of the resident’s request for a refund of her service charge in relation … 15 Jun 2021 Outside Jurisdiction Sovereign Network Homes (202003089) Case 202003089 · Occupancy Rights The resident complained about: The division of the rear garden to the property. The landlord’s response to their request that … 15 Jun 2021 Partial Maladministration St Albans City and District Council (202012034) Case 202012034 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to: The resident’s concerns about the condition of the property when the tenancy … 15 Jun 2021 No Maladministration The Guinness Partnership Limited (202005376) Case 202005376 · Old Property Condition migrated-2025 The complaint is about: The landlord's response to the resident’s report that a leak from her toilet in 2020 had … 15 Jun 2021 Partial Maladministration The Guinness Partnership Limited (202009057) Case 202009057 · ASB/Abuse/Nuisance The complaint concerns: The landlord’s handling of the resident’s historical reports of antisocial behaviour. The landlord’s handling of the resident’s … 15 Jun 2021 Reasonable Redress The Riverside Group Limited (202003714) Case 202003714 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of a property transfer offer. 15 Jun 2021 Outside Jurisdiction Wandsworth Council (202017417) Case 202017417 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of repairs to the communal lift at the property. 15 Jun 2021 No Maladministration Waverley Borough Council (202009012) Case 202009012 · Local Authority / ALMO or TMO The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her … 14 Jun 2021 No Maladministration Clarion Housing Association Limited (202003044) Case 202003044 · Financial The complaint concerns: The landlord’s handling and administration of the resident’s service charge payments. The level of the service charge. … 14 Jun 2021 Partial Maladministration Hammersmith and Fulham Council (202010475) Case 202010475 · Local Authority / ALMO or TMO REPORT COMPLAINT 202010475 Hammersmith and Fulham Council 14 June 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 14 Jun 2021 Reasonable Redress Optivo (202009015) Case 202009015 · Moving/Buying/Selling Home The complaint is about the landlord’s: Handling of repairs to the resident’s former property. Response to the resident’s request for … 14 Jun 2021 Maladministration The Cambridge Housing Society Limited (202010357) Case 202010357 · Estate Management The complaint is about: The landlord’s handling of the resident’s reports of pests in her property. The landlord’s complaint handling 14 Jun 2021 Partial Maladministration York Housing Association Limited (202002635) Case 202002635 · Managing Relations This complaint is about the landlord’s handling of: the resident’s reports that the property had not met lettable standards; the … 11 Jun 2021 Maladministration Birmingham City Council (202002975) Case 202002975 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s request for it to redecorate, following damage caused by a … 11 Jun 2021 Partial Maladministration Exeter City Council (202008830) Case 202008830 · Local Authority / ALMO or TMO The complaint is about: the advice given to the resident concerning the Home Choice Scheme. how the landlord handled the … 11 Jun 2021 Maladministration MHS Homes Ltd (202002094) Case 202002094 · Voluntary The complaint is about the landlord’s response to the resident’s reports of rodents in her property. 11 Jun 2021 No Maladministration Southwark Council (202015091) Case 202015091 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB). 10 Jun 2021 Maladministration Midland Heart Limited (202013847) Case 202013847 · Old Property Condition migrated-2025 REPORT COMPLAINT 202013847 Midland Heart Limited 10 June 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 9 Jun 2021 No Maladministration Clarion Housing Association Limited (202015048) Case 202015048 · Old Property Condition migrated-2025 The complaint refers to: The landlord’s handling of the major adaptations to the resident’s property. The resident’s concerns about delays … 9 Jun 2021 Partial Maladministration Cornwall Council (202011484) Case 202011484 · Managing Relations The complaints are about the landlord’s: 9 Jun 2021 Outside Jurisdiction London Borough of Hackney (202010001) Case 202010001 · Local Authority / ALMO or TMO The complaint is about the level of compensation offered by the landlord’s insurer in relation to the resident’s claim for … 9 Jun 2021 Partial Maladministration One Housing Group Limited (202007494) Case 202007494 · Financial The complaint is about: The level and reasonableness of the service charges paid by the resident. The landlord’s response to … 9 Jun 2021 Maladministration Swindon Borough Council (202008806) Case 202008806 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports about damage to her sofa. 9 Jun 2021 Reasonable Redress Your Housing Limited (202004434) Case 202004434 · Old Property Condition migrated-2025 The complaint concerns the level of compensation offered to the resident by the landlord following the loss of heating and … 8 Jun 2021 Outside Jurisdiction Clarion Housing Association Limited (202104519) Case 202104519 · Financial REPORT COMPLAINT 202104519 Clarion Housing Association Limited 8 June 2021 Our approach What we can and cannot consider is called … 8 Jun 2021 Outside Jurisdiction Midland Heart Limited (202101408) Case 202101408 · Financial The complaint is about the landlord’s handling of reports of pipe blockages and leaks into the Resident’s property. 8 Jun 2021 Maladministration Sanctuary Housing Association (202006890) Case 202006890 · Moving/Buying/Selling Home The complaint is about the landlord’s refusal to allow the resident to purchase the property. 8 Jun 2021 Partial Maladministration Trafford Housing Trust Limited (201914289) Case 201914289 · Estate Management The complaint refers to the landlord’s response to the resident’s concerns about: The grounds maintenance provided at the property. The … 7 Jun 2021 Maladministration Cognatum Estates Ltd (202012911) Case 202012911 · Voluntary The complaint refers to: The landlord’s response to the resident’s report of the vegetation being removed from the trellis that … 7 Jun 2021 Outside Jurisdiction Epping Forest District Council (202009199) Case 202009199 · Local Authority / ALMO or TMO The complaint is about the landlord’s demand for a charge prior to sale of the property, for the Renewable Heat … 7 Jun 2021 Maladministration Islington Council (202003808) Case 202003808 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to reports of large cracks in the walls of the property and the … 7 Jun 2021 Reasonable Redress LiveWest Homes Limited (202012144) Case 202012144 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s report of rats and squirrels in her loft. 7 Jun 2021 Maladministration Optivo (202009764) Case 202009764 · Old Property Condition migrated-2025 REPORT COMPLAINT 202009764 Optivo 3 June 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to … 7 Jun 2021 No Maladministration Paradigm Housing Group Limited (202012977) Case 202012977 · Old Property Condition migrated-2025 REPORT COMPLAINT 202012977 Paradigm Housing Group Limited 6 June 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 7 Jun 2021 No Maladministration Southwark Council (202013712) Case 202013712 · Local Authority / ALMO or TMO The complaint concerns the landlord’s handling of repairs to the resident’s stairs. 7 Jun 2021 Maladministration Stonewater (2) Limited (202008221) Case 202008221 · ASB/Abuse/Nuisance The complaint is about: the landlord’s handling of reports of Anti-Social Behaviour (ASB). The complaint is also about the landlord’s … 7 Jun 2021 Maladministration Thames Valley Housing Association Limited (202008787) Case 202008787 · Managing Relations The complaint was about the landlord's response to the resident's: 3 Jun 2021 No Maladministration Clarion Housing Association Limited (201915632) Case 201915632 · Moving/Buying/Selling Home The complaint refers to: The landlord’s response to the resident’s Right-to-Buy application (RTB). 3 Jun 2021 Mediation LiveWest Homes Limited (202100634) Case 202100634 · Old Property Condition migrated-2025 The resident complained about the landlord’s handling of their request to install security lighting in the garden. 3 Jun 2021 No Maladministration Platform Housing Group Limited (202011542) Case 202011542 · Estate Management The complaint concerns: The landlord’s handling of charges associated with the car park. The landlord’s decision to withhold information from …