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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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25 Jul 2023 Maladministration The Riverside Group Limited (202219380) Case 202219380 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s requests for upgrades to her property. 25 Jul 2023 Maladministration Tower Hamlets Homes (202107775) Case 202107775 · Managing Relations The complaint is about the landlord’s handling of: Communal repairs including concerns about health and safety. Window overhaul survey. The … 24 Jul 2023 Maladministration Cornwall Housing Limited (202213342) Case 202213342 · Information and data management The resident complains about the landlord’s handling of his complaint about contractors wearing PPE. 24 Jul 2023 Partial Maladministration Home Group Limited (202204375) Case 202204375 · Estate Management This complaint is about the managing agent’s response to: Damage caused by a pigeon infestation. Reports of inconsiderate use of … 24 Jul 2023 Maladministration Hyde Housing Association Limited (202206474) Case 202206474 · Managing Relations The complaint is about the landlord’s handling of a leak in the property. The Ombudsman has also investigated the associated … 24 Jul 2023 Reasonable Redress ‘Johnnie’ Johnson Housing Trust Limited (202223385) Case 202223385 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled the renewal of the kitchen in the property. 24 Jul 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202202295) Case 202202295 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour. The landlord’s complaint handling. 24 Jul 2023 No Maladministration Notting Hill Genesis (NHG) (202109125) Case 202109125 · Managing Relations The complaint is about the landlord’s handling of the: Installation of the shower chair in the resident’s bathroom. Related complaint: 24 Jul 2023 No Maladministration Optivo (now Southern Housing) (202222168) Case 202222168 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s requests for an urgent management move. 24 Jul 2023 Partial Maladministration Shepherds Bush Housing Association Limited (202201412) Case 202201412 · Managing Relations The complaint is about the landlord’s decision not to convert the loft, to provide an additional bedroom and bathroom for … 24 Jul 2023 No Maladministration Southampton City Council (202215115) Case 202215115 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s: 24 Jul 2023 Outside Jurisdiction Southwark Council (202014501) Case 202014501 · Estate Management The complaint is about the landlord's handling of the resident's reports of noisy pipework. 24 Jul 2023 Maladministration The Guinness Partnership Limited (202208547) Case 202208547 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of damp and mould. 24 Jul 2023 Maladministration Tower Hamlets Homes (202215949) Case 202215949 · Managing Relations The complaint is about the landlord’s: Handling of the removal of warm air units in the resident’s property. Handling of … 24 Jul 2023 No Maladministration Vivid Housing Limited (202211143) Case 202211143 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of a gas safety inspection and gas repairs at the resident’s property. 22 Jul 2023 Severe Maladministration London & Quadrant Housing Trust (L&Q) (202214705) Case 202214705 · Managing Relations The complaint is about the landlord’s handling of: the resident’s window repairs; the associated complaint. 21 Jul 2023 Maladministration Camden Council (202208128) Case 202208128 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of repairs required to her wet room to make … 21 Jul 2023 Maladministration Camden Council (202214331) Case 202214331 · Old Property Condition migrated-2025 The complaint is about a request for adaptations to the balcony, including railings and netting, due to safety concerns for … 21 Jul 2023 Partial Maladministration Clarion Housing Association Limited (202123207) Case 202123207 · Managing Relations The complaint is about the landlord’s handling of: A leak into the resident’s property from the flat above. The associated … 21 Jul 2023 Maladministration Clarion Housing Association Limited (202215501) Case 202215501 · Managing Relations The complaint is about the landlord’s handling of the resident’s application for mutual exchange (MEX). The landlord’s complaints handling has … 21 Jul 2023 Maladministration Clarion Housing Association Limited (202218786) Case 202218786 · Old Property Condition migrated-2025 The complaint is about: 21 Jul 2023 Maladministration Gateway Housing Association Limited (202117623) Case 202117623 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of noise from the communal hallway and upstairs flat. … 21 Jul 2023 Partial Maladministration Hammersmith and Fulham Council (202109735) Case 202109735 · ASB/Abuse/Nuisance The complaint is about the landlord’s: response to the resident’s Freedom of Information (FOI) requests; response to the resident’s concerns … 21 Jul 2023 Partial Maladministration LiveWest Homes Limited (202216570) Case 202216570 · Estate Management The complaint is about: The standard of cleaning to communal areas. The landlord’s lack of communication. The decoration of the … 21 Jul 2023 Maladministration Notting Hill Genesis (NHG) (202012762) Case 202012762 · Managing Relations The complaint is about the landlords handling of: the resident’s transfer application, and; the associated complaint handling. 21 Jul 2023 Maladministration Notting Hill Genesis (NHG) (202214922) Case 202214922 · Managing Relations The complaint is about the landlord’s: Offer of compensation for its handling of a window replacement which allowed a leak … 21 Jul 2023 Rochdale Boroughwide Housing Limited (202213714) Case 202213714 · ASB/Abuse/Nuisance The complaint is about the landlord’s: 21 Jul 2023 Maladministration Southern Housing Group Limited (202015888) Case 202015888 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of a rodent infestation. The landlord’s complaint handling. 21 Jul 2023 Partial Maladministration Southwark Council (202126857) Case 202126857 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of: A loss of heating and hot water. Leaks … 21 Jul 2023 Maladministration Southwark Council (202128357) Case 202128357 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour and harassment. Handling of the resident’s … 21 Jul 2023 Partial Maladministration Sovereign Housing Association Limited (202127436) Case 202127436 · Managing Relations REPORT COMPLAINT 202127436 Sovereign Housing Association Limited 21 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 21 Jul 2023 Maladministration Sovereign Network Homes (202126818) Case 202126818 · Managing Relations The complaint is about: the landlord’s handling of the resident’s request to move home; and the associated complaint. 21 Jul 2023 Partial Maladministration The Riverside Group Limited (202117955) Case 202117955 · Estate Management The complaint is about: The landlord’s handling of repairs to the communal electric car park gates. The level of the … 21 Jul 2023 Maladministration Vivid Housing Limited (202207002) Case 202207002 · Managing Relations The complaint is about the landlord’s handling of: Repairs including mould, leaks, defective worktops and the resident’s request for it … 21 Jul 2023 Partial Maladministration Woking Borough Council (202122187) Case 202122187 · Estate Management This complaint is about: How the landlord handled the resident’s permanent move. How the landlord handled estate and building management. … 20 Jul 2023 Maladministration A2Dominion Housing Group Limited (201905450) Case 201905450 · Managing Relations The complaint is about the landlord’s: Handling of the leaseholder’s reports of leaks into her property which led to internal … 20 Jul 2023 Maladministration Bromford Housing Group Limited (202123811) Case 202123811 · Managing Relations The complaint is about the landlord’s handling of: The resident’s concerns regarding the temperature of the third bedroom within her … 20 Jul 2023 Partial Maladministration Clarion Housing Association Limited (202201723) Case 202201723 · Financial The complaint is about the landlord’s handling of: The mutual exchange and associated issues regarding the condition of the property … 20 Jul 2023 Severe Maladministration Hammersmith and Fulham Council (202211264) Case 202211264 · Managing Relations This complaint is about the landlord’s handling of: repairs in the resident’s bathroom, and; the associated complaint. 20 Jul 2023 Partial Maladministration Hammersmith and Fulham Council (202223539) Case 202223539 · Financial The complaint is about the landlord’s: management of the resident’s rent; handling of soundproofing works and other repairs to the … 20 Jul 2023 Maladministration Hexagon Housing Association Limited (202105681) Case 202105681 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of: sewage leaking into the resident’s property from the drainage system; and the … 20 Jul 2023 Maladministration Hyde Housing Association Limited (202017021) Case 202017021 · Managing Relations The complaint is about the landlord’s: Record keeping. Handling of the resident’s reports of damp and mould in the property … 20 Jul 2023 Maladministration Lambeth Council (202014676) Case 202014676 · Information and data management The complaint is about the landlord’s handling of: Back door repairs; Damp and mould. The Ombudsman has also investigated the … 20 Jul 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202206761) Case 202206761 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Complaint handling. 20 Jul 2023 Metropolitan Thames Valley Housing (MTV) (202121190) Case 202121190 · Managing Relations This is about the landlord’s handling of a leak at the property. The handling of the associated complaint. 20 Jul 2023 No Maladministration One Vision Housing Limited (202218097) Case 202218097 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to a request to relocate light switches. 20 Jul 2023 Maladministration Plus Dane Housing Limited (202204372) Case 202204372 · Information and data management The complaint is about: The landlord’s handling of the resident’s reports of several leaks in the property, causing damp and … 20 Jul 2023 Maladministration Stonewater Limited (202216644) Case 202216644 · Estate Management The complaint is about the landlord's: Response to the resident’s concerns about the actions of a third party, and; The … 20 Jul 2023 Reasonable Redress Westminster City Council (202223455) Case 202223455 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of a leak that affected the resident’s home. 20 Jul 2023 No Maladministration Yorkshire Housing Limited (202207417) Case 202207417 · Financial This complaint is about the landlord’s handling of a rent payment at the start of the tenancy.