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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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28 Jul 2023 Maladministration The Guinness Partnership Limited (202119405) Case 202119405 · Managing Relations The complaint is about: The landlord’s handling of the resident’s report regarding a section 20 notice for upgrades to the … 28 Jul 2023 Maladministration The Guinness Partnership Limited (202215055) Case 202215055 · Managing Relations The complaint is about the landlord’s handling of the resident’s Right to Acquire (RTA) application. The Ombudsman has also considered … 28 Jul 2023 Reasonable Redress Westminster City Council (202006131) Case 202006131 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of problems with the water supply to her flat. 27 Jul 2023 Maladministration Clarion Housing Association Limited (202125443) Case 202125443 · Managing Relations The complaint is about how the landlord responded to the resident’s reports of issues with her toilet cistern. The Ombudsman … 27 Jul 2023 Maladministration Clarion Housing Association Limited (202207792) Case 202207792 · Financial The complaint is about the landlord’s handling of the resident’s request for communal lighting credits, and the associated complaint handling. 27 Jul 2023 Partial Maladministration Guinness Housing Association Limited (202216676) Case 202216676 · Managing Relations The complaint is about the landlord’s handling of the resident’s: reports of mould at the property. associated complaint. 27 Jul 2023 Maladministration Hackney Council (202204992) Case 202204992 · Managing Relations The complaint is about: The conduct of the landlord’s operatives and missed appointments. The landlord’s handling of reports of repairs … 27 Jul 2023 Maladministration Hackney Council (202205379) Case 202205379 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s request for repairs to a toilet seat. 27 Jul 2023 Maladministration Hackney Council (202216179) Case 202216179 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the resident’s toilet. 27 Jul 2023 Maladministration Lambeth Council (202102917) Case 202102917 · Information and data management The complaint is about the landlord’s: Record keeping. Handling of responsive repairs to the resident’s bathroom. Complaint handling. 27 Jul 2023 Partial Maladministration Leeds City Council (202212888) Case 202212888 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the radiators. Repairs to the electrics. … 27 Jul 2023 Partial Maladministration LiveWest Homes Limited (202209620) Case 202209620 · Managing Relations The complaint is about: The landlord’s delay to completing repairs to the outside wall of the resident’s property. The landlord’s … 27 Jul 2023 Maladministration LiveWest Homes Limited (202215464) Case 202215464 · Old Property Condition migrated-2025 The resident has complained about the landlord’s position that the adapted fitted gas hob and built-in oven in her property … 27 Jul 2023 Maladministration London Borough of Croydon (202204778) Case 202204778 · ASB/Abuse/Nuisance This complaint is about the landlord’s response to the resident’s: report regarding noise nuisance from a neighbouring property. request to … 27 Jul 2023 Maladministration Notting Hill Genesis (NHG) (202218016) Case 202218016 · Managing Relations The complaint is about: The resident’s reports of the condition of the property and repairs required to the property. The … 27 Jul 2023 Partial Maladministration One Housing Group (202214682) Case 202214682 · Managing Relations The complaint is about the landlord’s handling of: the resident’s request for adaptations to the doors in communal areas of … 27 Jul 2023 Partial Maladministration Orbit Group Limited (202203454) Case 202203454 · Estate Management The complaint is about the landlord’s response to the resident's concerns relating to: parking issues and information relating to parking, … 27 Jul 2023 Maladministration Platform Housing Group Limited (202121416) Case 202121416 · Financial The complaint is about: The landlord’s response to the resident’s reports about damp in the resident’s garage The landlord’s response … 27 Jul 2023 Partial Maladministration Shepherds Bush Housing Association Limited (202120508) Case 202120508 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Handling of the works to remedy the faults found to the gas supply serving … 27 Jul 2023 No Maladministration Sovereign Network Homes (202208966) Case 202208966 · Estate Management The complaint is about the landlord’s handling of the resident’s request to be allocated a disabled parking space. 27 Jul 2023 Maladministration Swan Housing Association Limited (202207036) Case 202207036 · Managing Relations The complaint is about the landlord’s handling of adaptation works to the rear of the property. The Ombudsman has also … 27 Jul 2023 Partial Maladministration The Riverside Group Limited (202117523) Case 202117523 · Estate Management The complaint is about: The landlord’s handling and communication in relation to fire safety works and the provision of EWS1. … 27 Jul 2023 Maladministration Tower Hamlets Homes (202217568) Case 202217568 · Managing Relations The complaint relates to: The landlord’s handling of a leak from a neighbouring property and the resulting damp and mould. … 27 Jul 2023 Reasonable Redress Tower Hamlets Homes (202224458) Case 202224458 · Estate Management The complaint the landlord’s response to the resident’s reports of a leak from a water tank. 26 Jul 2023 Partial Maladministration Clarion Housing Association Limited (202122932) Case 202122932 · Managing Relations The complaint is about the landlord’s handling of damp reports and repair requests. The landlord’s handling of the related complaint. 26 Jul 2023 Maladministration Curo Places Limited (202212813) Case 202212813 · Financial The complaint is about the resident’s report of the landlord removing and disposing of his personal belongings. The Ombudsman has … 26 Jul 2023 Maladministration Hammersmith and Fulham Council (202221764) Case 202221764 · Managing Relations The complaint is about: The level of compensation offered by the landlord for the time taken to repair the windows … 26 Jul 2023 Maladministration Manchester City Council (202213862) Case 202213862 · Managing Relations The complaint is about: The landlord’s handling of works to replace the resident’s chimney and fireplace. The landlord’s complaint handling. 26 Jul 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202110059) Case 202110059 · Estate Management The complaint is about: The landlord’s delivery of communal services including window cleaning and grounds maintenance services charged for through … 26 Jul 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202210590) Case 202210590 · Financial The complaint is about: the delays in providing a breakdown of service charges and the handling of the resident’s queries. … 26 Jul 2023 Maladministration Orbit Group Limited (202119712) Case 202119712 · ASB/Abuse/Nuisance The complaint is about the landlord’s management and handling of: reports of a pigeon infestation. fly tipping on the estate. … 26 Jul 2023 Partial Maladministration Origin Housing Limited (202004858) Case 202004858 · Managing Relations The complaint is about the landlord's handling of: repairs in respect of damp and mould; the subsequent complaint and its … 26 Jul 2023 Partial Maladministration Your Housing Limited (202206025) Case 202206025 · Managing Relations The complaint is about the landlord’s handling of the resident’s: reports of a mice infestation in her home; reports of … 25 Jul 2023 Partial Maladministration Camden Council (202211999) Case 202211999 · Financial The complaint is about: The landlord’s handling of leaks from a soil pipe. The landlord’s handling of repairs to the … 25 Jul 2023 Partial Maladministration Clarion Housing Association Limited (202205997) Case 202205997 · Managing Relations This complaint is about the landlord’s handling of: The boiler replacement. Reports of mould within the property. The resident’s request … 25 Jul 2023 Maladministration Havering Council (202112338) Case 202112338 · Managing Relations The complaint is about: The landlord’s handling of the refurbishment of the balcony at the property. The landlord’s complaint handling. 25 Jul 2023 Maladministration Home Group Limited (202128240) Case 202128240 · ASB/Abuse/Nuisance REPORT COMPLAINT 202128240 Home Group Limited 25 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 25 Jul 2023 Partial Maladministration Islington Council (202127226) Case 202127226 · Estate Management The complaint is about: The landlord’s decision to lease out a bin storage area on the estate, without consultation. The … 25 Jul 2023 No Maladministration Lambeth Council (202111576) Case 202111576 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s request for a management transfer to a four-bedroom property. 25 Jul 2023 Maladministration London Borough of Barnet (202220499) Case 202220499 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to a stair lift. 25 Jul 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202010229) Case 202010229 · Information and data management This complaint is about the landlord’s: Response to the resident’s various disrepair concerns from April 2019. Handling of the resident’s … 25 Jul 2023 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202214905) Case 202214905 · Managing Relations The complaint is about: The landlord's response to the resident’s report of defects to bathroom works. The landlord's offer of … 25 Jul 2023 London & Quadrant Housing Trust (L&Q) (202223960) Case 202223960 · Estate Management The complaint is about: The landlord’s handling of reports that the resident tripped in a communal car park. The landlord’s … 25 Jul 2023 Reasonable Redress Metropolitan Thames Valley Housing (MTV) (202214345) Case 202214345 · Estate Management The complaint is about: The landlord’s handling of moths in the carpet. The landlord’s response to a request for a … 25 Jul 2023 Severe Maladministration North West Leicestershire District Council (202222635) Case 202222635 · Managing Relations The complaint is about the landlord’s handling of the resident’s concerns about staff conduct. 25 Jul 2023 Severe Maladministration Sanctuary Housing Association (202113467) Case 202113467 · Managing Relations The complaint is about: 25 Jul 2023 Maladministration Southern Housing Group Limited (202126007) Case 202126007 · Managing Relations The complaint is about the landlord’s handling of the resident’s report of: Damp and mould in the property and repair … 25 Jul 2023 Partial Maladministration Southern Housing Group Limited (202204941) Case 202204941 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB), including noise nuisance. The associated … 25 Jul 2023 Maladministration Southwark Council (202127984) Case 202127984 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of reports of attempted break-ins to the resident’s property as well as the … 25 Jul 2023 Maladministration The Riverside Group Limited (202206996) Case 202206996 · Financial The complaint is about the landlord’s response to the resident’s concerns about the administration of the service charge. The Ombudsman …