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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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18 May 2021 Reasonable Redress Hyde Housing Association Limited (201913216) Case 201913216 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of problems with heating, hot water, and water leaks … 18 May 2021 Outside Jurisdiction Octavia Housing (202000816) Case 202000816 · Old Property Condition migrated-2025 The resident is unhappy with the landlord’s response to their complaint regarding works on their property, damage to their garden, … 18 May 2021 No Maladministration Plus Dane Housing Group Limited (202006214) Case 202006214 · Moving/Buying/Selling Home This complaint is about the landlord’s handling of: the resident’s pest control reports at her previous address; the resident’s request … 18 May 2021 Maladministration The Riverside Group Limited (202007063) Case 202007063 · Managing Relations The complaint is about the landlord’s response to concerns that were raised about staff conduct. 18 May 2021 Partial Maladministration Thurrock Council (202004501) Case 202004501 · Managing Relations The complaint is about the landlord’s response to the residents reports of: The initial blocked drain at the property and … 18 May 2021 Outside Jurisdiction Town and Country Housing (202012971) Case 202012971 · Financial The complaint concerns the reasonableness of the service charge and the way it is apportioned. 17 May 2021 Maladministration Apna Ghar Housing Association Limited (202005601) Case 202005601 · Managing Relations The complaint concerns: The landlord’s handling of the resident’s reports of a damaged door in 2019. The landlord’s handling of … 17 May 2021 Reasonable Redress Clarion Housing Association Limited (202009259) Case 202009259 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of the resident’s reports of repairs needed to a kitchen tap. 17 May 2021 No Maladministration GreenSquare Group Limited (202008527) Case 202008527 · Old Property Condition migrated-2025 The complaint concerns: the landlord’s response to the resident’s complaint about its communication with her during her adaptation building works. … 17 May 2021 Maladministration Midland Heart Limited (202003239) Case 202003239 · Old Property Condition migrated-2025 The complaint is about the condition of the property following works to demolish the garage, in particular, exposed wiring and … 17 May 2021 Maladministration One Housing Group Limited (202002660) Case 202002660 · Financial The complaint is about: 17 May 2021 Mediation Peabody Trust (202014120) Case 202014120 · Old Property Condition migrated-2025 The resident complained about the level of compensation the landlord offered in relation to their complaint about its handling of … 17 May 2021 Partial Maladministration Sovereign Housing Association Limited (202004908) Case 202004908 · Old Property Condition migrated-2025 The complaint is about the landlord’s: Response to the resident’s request for cooling equipment in his bathroom. Handling of matters … 14 May 2021 Partial Maladministration Camden Council (202002092) Case 202002092 · Local Authority / ALMO or TMO The resident complains about: The length of time scaffolding was erected at her property. The landlord’s response to her concerns … 14 May 2021 Maladministration Hammersmith and Fulham Council (202009329) Case 202009329 · Local Authority / ALMO or TMO The complaint concerns the landlord’s handling of the resident’s reports of water ingress to her bathroom ceiling from the property … 14 May 2021 Mediation Optivo (202005497) Case 202005497 The complaint is about the landlords handling of the resident’s request for a fence. 14 May 2021 Partial Maladministration Optivo (202014485) Case 202014485 · Managing Relations The complaint refers to: The landlord’s handling of the resident’s staircasing application, The landlord’s handling of the associated complaint. 13 May 2021 No Maladministration Kingston upon Thames Council (202014709) Case 202014709 · Financial The complaint is about the landlord’s assertion that the resident is in rent arrears and the resulting deductions from her … 13 May 2021 No Maladministration LiveWest Homes Limited (202006530) Case 202006530 · Managing Relations The complaint is about the landlord’s response to the resident’s reports about: 13 May 2021 Partial Maladministration London & Quadrant Housing Trust (202003007) Case 202003007 · Financial The complaint is about: The landlord’s offer of redress in relation to the repairs service it provided to the resident … 13 May 2021 No Maladministration Optivo (201805041) Case 201805041 · ASB/Abuse/Nuisance The complaint is about: The landlord's handling of the resident’s reports of antisocial behaviour (ASB). The resident’s request for a … 13 May 2021 Partial Maladministration Welwyn Hatfield Borough Council (201912592) Case 201912592 · Managing Relations REPORT COMPLAINT 201912592 Welwyn Hatfield Borough Council 13 May 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 12 May 2021 No Maladministration Croydon Churches Housing Association Limited (202007420) Case 202007420 · Moving/Buying/Selling Home The resident complained: About repairs to resolve damp and mould in her property; That she should be allowed to move … 12 May 2021 Partial Maladministration Peabody Trust (201907854) Case 201907854 The complaint is about: The landlord’s handling of the resident’s repair request The compensation offered by the landlord for a … 12 May 2021 Reasonable Redress Sanctuary Housing Association (202008268) Case 202008268 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB); the related complaint. 12 May 2021 No Maladministration South Cheshire Housing Society Limited (201909783) Case 201909783 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB) noise nuisance. 11 May 2021 No Maladministration Birmingham City Council (202012909) Case 202012909 · Local Authority / ALMO or TMO REPORT COMPLAINT 202012909 Birmingham City Council 11 May 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 11 May 2021 No Maladministration Notting Hill Genesis (202009594) Case 202009594 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s report of a fault to the communal fire alarm on … 11 May 2021 Maladministration Optivo (202012054) Case 202012054 · Managing Relations The complaint was about the landlord's response to the resident’s request for redress for a delayed roof repair. 11 May 2021 Maladministration Paragon Asra Housing Limited (201914106) Case 201914106 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB); the resident’s reports of damp. 11 May 2021 No Maladministration Sheffield City Council (202002843) Case 202002843 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Response to the resident’s request for fence repairs in his back garden. Associated complaint … 11 May 2021 No Maladministration Southwark Council (202003725) Case 202003725 · Managing Relations The complaint is about: The landlord’s handling of repairs to the resident’s kitchen. Complaint handling. 10 May 2021 No Maladministration Harlow District Council (202005328) Case 202005328 · Financial The resident has complained that: They have been charged too much for the cost of major works (a roof replacement) … 10 May 2021 No Maladministration Leeds City Council (202007461) Case 202007461 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of repairs to the resident’s garden. 10 May 2021 Partial Maladministration Metropolitan Housing Trust Limited (202004789) Case 202004789 · Information and data management The complaint is regarding landlord’s response to the resident’s concerns about: a faulty boiler at her property. her succession application. … 10 May 2021 Maladministration Metropolitan Housing Trust Limited (202009065) Case 202009065 · Estate Management The complaint is about the landlord’s handling of:- 10 May 2021 Partial Maladministration Paragon Asra Housing Limited (201911811) Case 201911811 · Managing Relations The complaint is about: The landlord’s response to the resident’s request to be re-housed. The landlord’s handling of the associated … 10 May 2021 No Maladministration Shepherds Bush Housing Association Limited (201914164) Case 201914164 · Managing Relations The complaint is about: The landlord’s response to the resident’s report of scaffolding remaining in place for an extended period. … 10 May 2021 No Maladministration The Guinness Partnership Limited (201911472) Case 201911472 · ASB/Abuse/Nuisance The complaint concerns: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The length of the notice period … 7 May 2021 No Maladministration Clarion Housing Association Limited (202010520) Case 202010520 · Estate Management REPORT COMPLAINT 202010520 Clarion Housing Association Limited 7 May 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 7 May 2021 Maladministration Greenwich Council (202005808) Case 202005808 · Managing Relations The complaint is about the landlord’s handling of reports of damp and mould at the property. The complaint is also … 7 May 2021 Maladministration Hyde Housing Association Limited (202012113) Case 202012113 · Managing Relations The complaint is about:- The landlord’s handling of repairs to the garden paths at the resident’s property; The landlord’s handling … 7 May 2021 Maladministration Leicester City Council (202007082) Case 202007082 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of damp and mould in her property. 7 May 2021 Reasonable Redress Newham Council (202003618) Case 202003618 · Financial The complaint is about: The level of compensation offered following the resident’s Public Liability Contents’ claim to the landlord’s insurer. … 7 May 2021 No Maladministration Notting Hill Genesis (201814438) Case 201814438 · Moving/Buying/Selling Home The resident complained about the property the landlord offered following their transfer request. Specifically, they complained about: 7 May 2021 Mediation Notting Hill Genesis (202008840) Case 202008840 · Managing Relations The complaint concerns: The landlord’s handling of repairs to the resident’s internal windowsill and wall. The landlord’s handling of the … 6 May 2021 Reasonable Redress Gentoo Group Limited (202008205) Case 202008205 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the works in the property above, including its decision not to install … 6 May 2021 Outside Jurisdiction Gloucester City Council (201814421) Case 201814421 · Moving/Buying/Selling Home The complaint concerns the Council’s assessment of the residents housing needs and banding allocation. 6 May 2021 Mediation Paragon Asra Housing Limited (202005466) Case 202005466 The landlord’s handling of repairs to the flooring in the lounge, kitchen and hallway of the resident’s property. 6 May 2021 Maladministration Stevenage Borough Council (202009309) Case 202009309 · Local Authority / ALMO or TMO The leaseholder complains about the landlord’s response to his concerns about works carried out to the asbestos containing ceiling outside …