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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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2026 2025 2024 2023 2022 2021 2020 2019

Browse by outcome

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)

16,595 decisions

Decisions

Most recent first
17 Aug 2022 Reasonable Redress Notting Hill Genesis (202105526) Case 202105526 · Managing Relations This complaint is about the landlord’s handling of the resident’s: reports of a pest infestation and the associated repairs reports … 17 Aug 2022 Reasonable Redress The Guinness Partnership Limited (202113535) Case 202113535 · Estate Management The complaint is about the landlord’s response to the resident’s reports of ivy growing onto her property from a neighbouring … 17 Aug 2022 Partial Maladministration Vivid Housing Limited (202120265) Case 202120265 · Estate Management The complaint is about the landlord’s handling of: The resident’s reports of damp and mould within the property. Repairs needed … 17 Aug 2022 Reasonable Redress Wandle Housing Association Limited (202120180) Case 202120180 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s application for a mutual exchange. 17 Aug 2022 No Maladministration Westminster City Council (202120284) Case 202120284 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled repairs to the ceilings in the property. 16 Aug 2022 Partial Maladministration Catalyst Housing Limited (202114965) Case 202114965 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s concerns regarding the temperature in one of the bedrooms in … 16 Aug 2022 Maladministration Habinteg Housing Association Limited (202012489) Case 202012489 · Managing Relations The complaint is about the landlord’s handling of: The resident’s request for the windows in the property to be renewed. … 16 Aug 2022 Reasonable Redress Hyde Housing Association Limited (202127047) Case 202127047 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s report of a leak underneath her kitchen sink and the … 16 Aug 2022 Maladministration Peabody Trust (202016218) Case 202016218 · Health and Safety (inc. building safety) The complaint is about: The landlord’s handling of a gas safety check at the resident’s property. The landlord’s handling of … 16 Aug 2022 Partial Maladministration Sanctuary Housing Association (202014997) Case 202014997 · ASB/Abuse/Nuisance The complaints referred to this Service are about: Rent and service charge increases since the start of the resident’s tenancy … 16 Aug 2022 Maladministration Southwark Council (202118163) Case 202118163 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in her property and in … 16 Aug 2022 Maladministration The Riverside Group Limited (202113445) Case 202113445 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s request for the replacement of a chain-link fence in the … 16 Aug 2022 Outside Jurisdiction Thurrock Council (202116791) Case 202116791 · Managing Relations REPORT COMPLAINT 202116791 Thurrock Council 16 August 2022 Our approach What we can and cannot consider is called the Ombudsman’s … 16 Aug 2022 No Maladministration Your Housing Limited (202113237) Case 202113237 · Estate Management The complaint is about: The landlord’s decision to increase the service charges. The landlord’s response to the resident’s reports about … 15 Aug 2022 No Maladministration Bristol City Council (202127683) Case 202127683 · Financial The complaint is about the landlord’s response to the resident’s request for it to reimburse the cost of a private … 15 Aug 2022 Maladministration Broadland Housing Association Limited (202101362) Case 202101362 · ASB/Abuse/Nuisance The complaint is about: the landlord’s response to the resident’s reports of ASB from January 2020 onwards. the landlord’s response … 15 Aug 2022 No Maladministration Hammersmith and Fulham Council (202127081) Case 202127081 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of mould in her toilet bowl. 15 Aug 2022 Maladministration Havering Council (202112977) Case 202112977 · Managing Relations REPORT COMPLAINT 202112977 Havering Council 12 August 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 15 Aug 2022 Maladministration Leeds City Council (202125900) Case 202125900 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of damp and leaks following a repair to her … 15 Aug 2022 Partial Maladministration Town and Country Housing (202121309) Case 202121309 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s reports of being … 15 Aug 2022 Mediation Unity Housing Association Limited (202102206) Case 202102206 · Old Property Condition migrated-2025 The complaint is about the level of compensation the landlord offered in relation to its handling of repairs and its … 15 Aug 2022 Reasonable Redress Westminster City Council (202111760) Case 202111760 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the leaseholder’s reports of low water pressure. 12 Aug 2022 Maladministration A2Dominion Housing Group Limited (202111942) Case 202111942 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports about its handling of ventilation repairs in her property. … 12 Aug 2022 Partial Maladministration Clarion Housing Association Limited (202101705) Case 202101705 · ASB/Abuse/Nuisance The resident complains about the landlord’s handling of: Repairs to the lino flooring in the shower room. Repairs to the … 12 Aug 2022 Maladministration Leeds City Council (202106197) Case 202106197 · Managing Relations The complaint is about the landlord’s handling of repairs at the property. The Ombudsman has also considered the landlord’s complaint … 12 Aug 2022 Maladministration London & Quadrant Housing Trust (201915332) Case 201915332 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of a roof leak. Handling of the subsequent complaint. 12 Aug 2022 Partial Maladministration London & Quadrant Housing Trust (202103674) Case 202103674 · ASB/Abuse/Nuisance This complaint is about the landlord’s: handling of a rat infestation; response to the resident’s request for garden works; handling … 12 Aug 2022 Maladministration London & Quadrant Housing Trust (202114580) Case 202114580 · Estate Management The complaint is about: The landlord’s handling of the resident’s reports about overgrown trees. The landlord’s complaints handling. 12 Aug 2022 Reasonable Redress London & Quadrant Housing Trust (202124952) Case 202124952 · Old Property Condition migrated-2025 The complaint is about is about the landlord’s response to the resident’s reports of an uncontainable water leak from her … 12 Aug 2022 Partial Maladministration Metropolitan Thames Valley Housing (202117717) Case 202117717 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the resident’s heating and hot water system and the level … 12 Aug 2022 Maladministration Shepherds Bush Housing Association Limited (202106094) Case 202106094 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports about the condition of the windows at the property. … 11 Aug 2022 Reasonable Redress Aster Group Limited (202128583) Case 202128583 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reported issues with her hot water system resulting in a … 11 Aug 2022 Partial Maladministration Canterbury City Council (202011397) Case 202011397 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of damage to her belongings. The landlord’s handling of … 11 Aug 2022 Maladministration Charnwood Borough Council (202111440) Case 202111440 · Managing Relations The complaint is about the landlord’s handling of repairs following a fire at the property below the resident. Specifically, the … 11 Aug 2022 Partial Maladministration Citizen Housing (202125268) Case 202125268 · ASB/Abuse/Nuisance The complaint concerns the landlord’s handling of: A leak into the property and the resident’s request for compensation for the … 11 Aug 2022 Partial Maladministration Croydon Churches Housing Association Limited (202006660) Case 202006660 · Managing Relations The complaint is regarding the landlord’s: Response to the resident’s reports of a mouse infestation. Handling of repair reports, including … 11 Aug 2022 Mediation Metropolitan Thames Valley Housing (202201003) Case 202201003 · Estate Management The complaint is about the landlord’s handling of remedial repairs following a leak. 11 Aug 2022 Partial Maladministration Two Rivers Housing (202127014) Case 202127014 · Old Property Condition migrated-2025 The complaint is regarding the landlord’s response to the resident’s: request for a replacement door; reports of heating issues in … 11 Aug 2022 Maladministration Vivid Housing Limited (202124450) Case 202124450 · Estate Management The complaint is about the landlord's handling of the resident’s reports of overgrown bamboo from a neighbouring property. 10 Aug 2022 No Maladministration Clarion Housing Association Limited (202117113) Case 202117113 · Financial The complaint is about the landlord’s handling of the resident’s: Request for a refund of the service charges and details … 10 Aug 2022 Reasonable Redress Islington Council (202016425) Case 202016425 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of damp and mould in her property. 10 Aug 2022 No Maladministration Shepherds Bush Housing Association Limited (202107472) Case 202107472 · Occupancy Rights The complaint is about the landlord’s: Decision not to add the resident’s two children as members of the household on … 10 Aug 2022 No Maladministration Vivid Housing Limited (202125975) Case 202125975 · Managing Relations The complaint is about the landlord's handling of: The resident's application to buy her home via the right to buy … 10 Aug 2022 Outside Jurisdiction Waltham Forest Council (202111795) Case 202111795 · ASB/Abuse/Nuisance This complaint is about the Council’s response to the resident’s report of an incident of anti-social behaviour (ASB) on 9 … 9 Aug 2022 No Maladministration Chesterfield Borough Council (202109856) Case 202109856 · ASB/Abuse/Nuisance The complaint was about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) including the request for a … 9 Aug 2022 Maladministration East Devon District Council (202113709) Case 202113709 · Managing Relations The complaint is about: The landlord’s refusal to allow a mutual property exchange. The landlord’s handling of the complaint. 9 Aug 2022 Maladministration Great Places Housing Association (202122850) Case 202122850 · Old Property Condition migrated-2025 The resident complains about the landlord’s response to her reports of damage caused to her property following a leak, and … 9 Aug 2022 Maladministration Islington Council (202112762) Case 202112762 · Managing Relations The complaint is about: The landlord’s handling of repairs to the resident’s boiler; and The landlord’s handling of the resident’s … 9 Aug 2022 Partial Maladministration Lambeth Council (202002809) Case 202002809 · Financial The complaint is about: The landlord’s handling of the resident’s reports of damp and repairs required to fencing and windows … 9 Aug 2022 Partial Maladministration London Borough of Brent (202112043) Case 202112043 · ASB/Abuse/Nuisance The complaint is about: The action taken by the landlord in response to reports of Anti-Social Behaviour (ASB), including the …