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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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3 Aug 2023 Partial Maladministration Notting Hill Genesis (NHG) (202108397) Case 202108397 · Managing Relations The complaint is about: The landlord’s handling of the resident’s defective heating system. The landlord’s handling of allegations made about … 3 Aug 2023 Partial Maladministration One Vision Housing Limited (202210514) Case 202210514 · ASB/Abuse/Nuisance This complaint is about: the landlord’s handling of the resident’s reports of antisocial behaviour; the landlord’s decision to restrict contact … 3 Aug 2023 Maladministration The Riverside Group Of Companies Ltd (202200076) Case 202200076 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of damp and mould at the property. The landlord’s … 2 Aug 2023 Mediation Abri Group Limited (202214884) Case 202214884 · Moving/Buying/Selling Home The complaint is about the resident’s tenancy type following a mutual exchange. 2 Aug 2023 No Maladministration Home Group Limited (202126025) Case 202126025 · Moving/Buying/Selling Home The complaint is about the representative’s concerns regarding the sales process of his late mother’s property. 2 Aug 2023 Maladministration Hyde Housing Association Limited (202117735) Case 202117735 · Old Complaints Handling categories The complaint is about: the landlord’s handling of leaks in the property. the landlord’s handling of the complaint. 2 Aug 2023 Partial Maladministration Mansfield District Council (202123925) Case 202123925 · Managing Relations The complaint is about how the landlord handled the resident’s reports about her neighbour parking his motorbike in a communal … 2 Aug 2023 Partial Maladministration South Kesteven District Council (202111697) Case 202111697 · ASB/Abuse/Nuisance The resident complains about the landlord’s handling of his reports of antisocial behaviour (ASB). The Ombudsman has also considered the … 2 Aug 2023 Maladministration Sovereign Housing Association Limited (202210706) Case 202210706 · Managing Relations The complaint is about the landlord’s handling of the: Repairs to the property following a leak. A request for adaptations. … 2 Aug 2023 No Maladministration The Riverside Group Limited (202220692) Case 202220692 · Old Property Condition migrated-2025 The complaint is about the landlord’s decision to not replace a window at the resident’s property following his reports of … 1 Aug 2023 Maladministration A2Dominion Housing Group Limited (202123456) Case 202123456 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour. Complaint handling. 1 Aug 2023 No Maladministration Cottsway Housing Association Limited (202219718) Case 202219718 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of staff conduct. Communication about keeping dogs at the … 1 Aug 2023 Maladministration Guinness Housing Association Limited (202122779) Case 202122779 · Managing Relations The complaint is about the landlord’s response to reports of water ingress, damp and outstanding repairs at the property. The … 1 Aug 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202211158) Case 202211158 · Managing Relations The complaint is about: The landlord’s handling of repairs to the communal door. The landlord’s response to the resident’s concerns … 1 Aug 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202220456) Case 202220456 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the resident’s front door. Reports of rats in the garden. … 1 Aug 2023 No Maladministration Mid Devon District Council (202217986) Case 202217986 · Old Property Condition migrated-2025 The complaint concerns the landlord’s request for the resident to remove a wood burner they had installed in the property. 1 Aug 2023 Reasonable Redress Notting Hill Genesis (NHG) (202119899) Case 202119899 · Old Property Condition migrated-2025 The resident’s complaint was about outstanding repairs and snagging, staff behaviour, delay to the resident’s uncle's housing application and the … 1 Aug 2023 Maladministration Vivid Housing Limited (202224270) Case 202224270 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of the resident's reports of a faulty extractor fan, the associated complaint, and … 31 Jul 2023 No Maladministration Anchor Hanover Group (202110135) Case 202110135 · Financial The complaint is about the landlord’s response to the resident about a sinking fund service charge increase. 31 Jul 2023 Maladministration Babergh District Council (202207448) Case 202207448 · Managing Relations The complaint is about the landlord’s handling of: a rat infestation; a bedroom size/number of rooms appeal; repairs to: the … 31 Jul 2023 Partial Maladministration Birmingham City Council (202108680) Case 202108680 · Managing Relations The complaint is about the landlord’s response to the resident about: repairs for front door seals and a living room … 31 Jul 2023 Maladministration Birmingham City Council (202113968) Case 202113968 · Information and data management The complaint is about the landlord’s: Response to the resident’s reports of a faulty heating and hot water system at … 31 Jul 2023 Partial Maladministration Broadland Housing Association Limited (202125350) Case 202125350 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of a report of antisocial behaviour (ASB) made against the resident. Retention and … 31 Jul 2023 Partial Maladministration Citizen Housing (202115328) Case 202115328 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Request to reconnect his electricity supply. Request for permission to … 31 Jul 2023 Maladministration Clarion Housing Association Limited (202016220) Case 202016220 · Financial The complaint is about: The landlord’s management of the service charge account for the property. The landlord’s handling of the … 31 Jul 2023 Maladministration Clarion Housing Association Limited (202120307) Case 202120307 · Estate Management The complaint is about the landlord’s handling of: works to an overhanging tree; the resident’s request for turf to be … 31 Jul 2023 Maladministration Clarion Housing Association Limited (202214536) Case 202214536 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to: a leak in the property, and; a request that it reimburse the … 31 Jul 2023 Maladministration Dudley Metropolitan Borough Council (202205365) Case 202205365 · ASB/Abuse/Nuisance The complaint is about the landlord's handling of anti-social behaviour by a neighbour, which includes: threatening and physically abusive behaviour … 31 Jul 2023 Partial Maladministration ForHousing Limited (202121688) Case 202121688 · Estate Management The complaint is about: the landlord’s handling of repairs required to address the heating issues in the resident’s property, in … 31 Jul 2023 Severe Maladministration Gateshead Metropolitan Borough Council (202217072) Case 202217072 · Information and data management The complaint is about the landlord’s: Handling of damp at the property. Complaint handling. The landlord’s record keeping. 31 Jul 2023 Partial Maladministration Great Yarmouth Borough Council (202006889) Case 202006889 · ASB/Abuse/Nuisance REPORT COMPLAINT 202006889 Great Yarmouth Borough Council 31 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 31 Jul 2023 Partial Maladministration Guinness Housing Association Limited (202205434) Case 202205434 · ASB/Abuse/Nuisance The complaint was about the landlord’s response to: The resident’s reports of damp and mould. The resident’s reports of antisocial … 31 Jul 2023 Maladministration Hammersmith and Fulham Council (202104647) Case 202104647 · Managing Relations The complaint is about the landlord’s handling of: repairs at the property. the associated formal complaint. 31 Jul 2023 Outside Jurisdiction Hammersmith and Fulham Council (202200510) Case 202200510 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of a back surge of sewage coming up through … 31 Jul 2023 Maladministration Haringey London Borough Council (202215853) Case 202215853 · Information and data management The complaint is about the landlord’s handling of: Repairs to the flooring following a central heating upgrade. The stairlift replacement. … 31 Jul 2023 Outside Jurisdiction Haringey London Borough Council (202222055) Case 202222055 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB), specifically: Smoking in communal areas. … 31 Jul 2023 No Maladministration Heylo Housing Registered Provider Limited (202214575) Case 202214575 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s complaint about her application for shared ownership. 31 Jul 2023 Partial Maladministration Kirklees Council (202220406) Case 202220406 · Managing Relations The complaint concerns: How the landlord responded to reports of leaks from the resident’s shower. The landlord’s decision to decline … 31 Jul 2023 Maladministration Leeds City Council (202224994) Case 202224994 · Financial The complaint is about the landlord’s actions when recovering rent payments directly from the resident’s Universal Credit (UC) payments. 31 Jul 2023 Maladministration Lewisham Council (202128403) Case 202128403 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). 31 Jul 2023 Partial Maladministration London Borough of Brent (202213803) Case 202213803 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB); the associated complaint. 31 Jul 2023 Maladministration London Borough of Hackney (202216281) Case 202216281 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of repairs to the property. The resident’s complaint. 31 Jul 2023 No Maladministration London & Quadrant Housing Trust (L&Q) (202118974) Case 202118974 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of the lack of heating and hot water. Various … 31 Jul 2023 No Maladministration Longhurst Group Limited (202103507) Case 202103507 · Managing Relations The complaint is about the landlord’s: Response to the resident’s request to buy a 25% share of a shared ownership … 31 Jul 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202221934) Case 202221934 · Information and data management The complaint is about: The landlord’s handling of the resident’s reports of repairs. The landlord’s complaint handling. This report also … 31 Jul 2023 Partial Maladministration Milton Keynes City Council (202107671) Case 202107671 · Managing Relations The complaint is about the landlord’s: handling of repairs issues. response to the resident’s concerns about the condition of the … 31 Jul 2023 Partial Maladministration Nottingham City Council (202007047) Case 202007047 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of noise from the upstairs property. The resident’s reports … 31 Jul 2023 Maladministration Notting Hill Genesis (NHG) (201909344) Case 201909344 · Old Complaints Handling categories The complaint is about: The landlord’s handling of the replacement of windows at the resident’s property. The landlord’s handling of … 31 Jul 2023 Partial Maladministration Notting Hill Genesis (NHG) (202016598) Case 202016598 · Financial This complaint is about the landlord’s: handling of heating and hot water repairs; response to the resident’s staff conduct concerns; … 31 Jul 2023 Maladministration Notting Hill Genesis (NHG) (202122004) Case 202122004 · Estate Management REPORT COMPLAINT 202122004 Notting Hill Genesis 31 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints …