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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

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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 3,517 of 16,595 decisions

Decisions

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10 Sep 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202305315) Case 202305315 · Managing Relations The complaint is about the landlord’s: Handling of window repairs and associated reports of damp and mould . Complaint handling. 10 Sep 2024 Maladministration Southern Housing (202234809) Case 202234809 · Information and data management The complaint is about how the landlord handled water ingress and associated damp and mould in the property . The … 10 Sep 2024 Maladministration Westminster City Council (202320571) Case 202320571 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s antisocial behaviour (ASB) reports. 9 Sep 2024 No Maladministration English Rural Housing Association Limited (202232931) Case 202232931 · Financial The complaint is about the landlord’s handling of the resident's reports about grounds maintenance and an associated service charge refund. 9 Sep 2024 Maladministration Harlow District Council (202311482) Case 202311482 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to a leak to the roof at the leaseholder’s property. 9 Sep 2024 Partial Maladministration Hexagon Housing Association Limited (202218130) Case 202218130 · Managing Relations The complaint is about: The landlord’s handling of various repairs to the property. The landlord’s response to the resident’s concerns … 9 Sep 2024 Partial Maladministration Southern Housing (202339149) Case 202339149 · Old Complaints Handling categories REPORT COMPLAINT 202339149 Southern Housing 6 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 9 Sep 2024 Maladministration Tower Hamlets Homes (202119292) Case 202119292 · Managing Relations The complaint is about the landlord’s handling of repairs to the resident’s wet room. The Ombudsman has also investigated the … 9 Sep 2024 Outside Jurisdiction Westminster City Council (202109522) Case 202109522 · Moving/Buying/Selling Home The complaint is about the landlord’s refusal to replace the front door of the property. 6 Sep 2024 Partial Maladministration Bromford Housing Group Limited (202326987) Case 202326987 · Managing Relations The complaint is about the landlord's response to: Reports of staff misconduct and communication regarding belongings in the property. A … 6 Sep 2024 Maladministration Peabody Trust (202348485) Case 202348485 · Estate Management The complaint is about the landlord’s response to the resident’s concerns about restricted use of the shared garden and being … 5 Sep 2024 Maladministration Birmingham City Council (202330394) Case 202330394 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB). 5 Sep 2024 Partial Maladministration Bury Metropolitan Borough Council (202320955) Case 202320955 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident about: Antisocial behaviour (‘ASB’) reports. Complaint handling. 5 Sep 2024 Maladministration Haringey London Borough Council (202301223) Case 202301223 · Moving/Buying/Selling Home This complaint is about the landlord’s handling of the resident’s request for a management pack. 5 Sep 2024 Maladministration Lewisham Council (202217117) Case 202217117 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of a leak. The Ombudsman has also considered the … 5 Sep 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202306491) Case 202306491 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of damp, mould, and the associated repairs. Reports of … 5 Sep 2024 Maladministration Westminster City Council (202309206) Case 202309206 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s concerns about asbestos in his property. The Ombudsman has also … 4 Sep 2024 Maladministration Clarion Housing Association Limited (202219645) Case 202219645 · Information and data management The complaint is about the landlord’s handling of: The resident’s reports of defective heating and a lack of insulation within … 4 Sep 2024 Maladministration Lewisham Council (202207457) Case 202207457 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of: Spitting, littering, and racial abuse by neighbours. Damp … 4 Sep 2024 No Maladministration Portsmouth City Council (202307865) Case 202307865 · Estate Management The complaint is about the landlord’s handling of the resident’s: concerns about the block refurbishment project, and associated communications; concerns … 4 Sep 2024 Maladministration Wandle Housing Association Limited (202313860) Case 202313860 · Financial The complaint is about the landlord’s handling of: The cleaning and repairs in the common areas of the resident’s building. … 4 Sep 2024 Partial Maladministration Yorkshire Housing Limited (202308837) Case 202308837 · Managing Relations The complaint is about the landlord’s handling of: The replacement of a window in the resident’s property. The resident’s reports … 3 Sep 2024 Partial Maladministration Hyde Housing Association Limited (202336156) Case 202336156 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: Repairs to a kitchen cabinet door. Reports of damp and mould. 3 Sep 2024 Reasonable Redress Notting Hill Genesis (NHG) (202233892) Case 202233892 · Financial The complaint is about the landlord’s handling of the resident’s request for reimbursement for damage to her carpets. 3 Sep 2024 Maladministration One Housing Group Limited (202328323) Case 202328323 · Old Property Condition migrated-2025 The landlord’s handling of reports of leaks in the property. 3 Sep 2024 Maladministration Phoenix Community Housing Association (Bellingham and Downham) Limited (202234494) Case 202234494 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the resident’s report about the condition of the walls in the property … 3 Sep 2024 Maladministration Rooftop Housing Association Limited (202306466) Case 202306466 · Financial The landlord’s: Handling of the resident’s report of the property condition from tenancy sign up. Communication around the rent and … 3 Sep 2024 No Maladministration Southern Housing (202216117) Case 202216117 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). 3 Sep 2024 Maladministration Southern Housing (202339900) Case 202339900 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of: 3 Sep 2024 Partial Maladministration The Guinness Partnership Limited (202335480) Case 202335480 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the appointment of a single point of contact for the resident. The … 3 Sep 2024 Maladministration Waverley Borough Council (202334911) Case 202334911 · Old Property Condition migrated-2025 The complaint is about the landlord's: Handling of the installation of a wet room. Knowledge and information management. 3 Sep 2024 Partial Maladministration Yorkshire Housing Limited (202337453) Case 202337453 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Report that a fire door … 2 Sep 2024 Maladministration Aster Group Limited (202300109) Case 202300109 · Financial The complaint is about the landlord’s administration of the resident’s service charge for the maintenance and repair of adaptations. 31 Aug 2024 Partial Maladministration Arcon Housing Association Limited (202302989) Case 202302989 · Health and Safety (inc. building safety) The complaint is about: The landlord’s handling of kitchen and boiler upgrade works, including the ventilation fan. The landlord’s response … 31 Aug 2024 Maladministration Dacorum Borough Council (202329054) Case 202329054 · Managing Relations The complaint is about the landlord’s handling of: Damp and mould. Repairs to leaking guttering. Repairs to lifting window rims. … 31 Aug 2024 Maladministration Islington Council (202310224) Case 202310224 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports about repair issues in the property; complaints handling. 31 Aug 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202217811) Case 202217811 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs to the dishwasher, washing machine and underfloor heating repair. An infestation … 31 Aug 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202346332) Case 202346332 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance. The associated complaint. 31 Aug 2024 Maladministration Tower Hamlets Community Housing (202307854) Case 202307854 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of a pest infestation. The related complaint. 30 Aug 2024 Maladministration A2Dominion Housing Group Limited (202232693) Case 202232693 · Financial The complaint is about the landlord’s handling of: The resident’s queries about service charges. The resident’s complaint. 30 Aug 2024 Maladministration Amplius Living (202226698) Case 202226698 · Moving/Buying/Selling Home The complaint is about: The landlord’s handling of the resident’s reports of defects in the property. The landlord’s handling of … 30 Aug 2024 Partial Maladministration Anchor Hanover Group (202303691) Case 202303691 · Estate Management The complaint is about: The landlord’s administration of the service charge account, including the bank account arrangements. The landlord’s handling … 30 Aug 2024 Maladministration Anchor Hanover Group (202306635) Case 202306635 · Estate Management The complaint is about the landlord’s handling: of the resident’s reported issues about: a rodent infestation. his bay window repair. … 30 Aug 2024 Maladministration Aster Group Limited (202327751) Case 202327751 · Moving/Buying/Selling Home The resident’s complaint is about the landlord’s handling of: Mould in her shower room. Her request for a management transfer. 30 Aug 2024 Maladministration Birmingham City Council (202221487) Case 202221487 · Old Complaints Handling categories The complaint is about: The landlord’s response to disruption caused the resident, including loss of broadband and telephone services, during … 30 Aug 2024 Partial Maladministration Bristol City Council (202336708) Case 202336708 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s concerns about temporary accommodation and rehousing options offered to her, … 30 Aug 2024 Partial Maladministration Castles & Coasts Housing Association Limited (202233852) Case 202233852 · Financial The complaint is about the landlord’s: handling of enquires about quotations needed for major roof works. response to a request … 30 Aug 2024 Maladministration Clarion Housing Association Limited (202334904) Case 202334904 · Managing Relations The complaint is about: The landlord’s handling of repairs in the property. The landlord’s response to reports of leaks, damp … 30 Aug 2024 Partial Maladministration Dover District Council (202306500) Case 202306500 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident's concerns about threats of eviction. The landlord’s response and handling … 30 Aug 2024 No Maladministration Flagship Housing Group Limited (202233885) Case 202233885 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports about antisocial behaviour (ASB) from her neighbour.