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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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13 Jul 2023 Maladministration Sanctuary Housing Association (202123379) Case 202123379 · Estate Management The complaint is about: The resident’s reports of the landlord’s handling and alleged discrimination, harassment and bullying during the property … 13 Jul 2023 Maladministration Southern Housing Group Limited (202110813) Case 202110813 · ASB/Abuse/Nuisance The complaint is about the landlord’s management of the legal proceedings to gain possession of the property occupied by a … 13 Jul 2023 Maladministration Sovereign Housing Association Limited (202208936) Case 202208936 · Old Property Condition migrated-2025 The resident complains about the landlord’s handling of his reports of his home overheating. 12 Jul 2023 Maladministration Gosport Borough Council (202204534) Case 202204534 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of ASB and noise nuisance. This Service has also … 12 Jul 2023 Severe Maladministration Haringey London Borough Council (202119831) Case 202119831 · Managing Relations The complaint is about the landlord’s: 12 Jul 2023 Maladministration Haringey London Borough Council (202217469) Case 202217469 · Managing Relations The complaint is about the landlord’s response to the resident’s: reports of shower repairs. associated complaint. 12 Jul 2023 No Maladministration Home Group Limited (202128010) Case 202128010 · Financial The complaint is about the landlord’s handling of the resident’s: reports that it has charged for services it has not … 12 Jul 2023 No Maladministration Incommunities Limited (202207018) Case 202207018 · Financial The complaint is about the landlord’s: 12 Jul 2023 Partial Maladministration Islington Council (202121765) Case 202121765 · Estate Management The complaint is about the landlord’s: Decision to grant permission for the installation of storage cabinets in the communal area. … 12 Jul 2023 Maladministration London Borough of Brent (202118180) Case 202118180 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of noise nuisance complaints against the resident. This service has also considered the … 12 Jul 2023 Reasonable Redress Notting Hill Genesis (NHG) (202206159) Case 202206159 · Financial This complaint comprises two separate complaints raised to the landlord. Both have been considered in this report as they are … 12 Jul 2023 Partial Maladministration One Housing Group Limited (202117903) Case 202117903 · Managing Relations The complaint is about: The landlord’s handling of the sale of the resident’s shared ownership property; The resident’s claim that … 12 Jul 2023 Reasonable Redress Peabody Trust (202214584) Case 202214584 · Managing Relations The complaint is about the landlord’s handling of: Cyclical repair works to the resident’s property including a kitchen and bathroom … 12 Jul 2023 Maladministration Southern Housing Group Limited (202118236) Case 202118236 · Managing Relations The complaint is about the landlord’s response to the resident's reports of: Damp and mould. A leak in the bathroom … 12 Jul 2023 Maladministration Southwark Council (202205299) Case 202205299 · Managing Relations The complaint is about: The landlord’s handling of adaptations to the resident’s kitchen and reports of damage caused during the … 12 Jul 2023 Partial Maladministration Sovereign Network Homes (202126632) Case 202126632 · Managing Relations REPORT COMPLAINT 202126632 Network Homes Limited 12 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 11 Jul 2023 Partial Maladministration Hyde Housing Association Limited (202116942) Case 202116942 · Managing Relations The complaint is about: The landlord’s response to the resident’s concerns about its management of the sinking fund and repairs … 11 Jul 2023 Partial Maladministration Notting Hill Genesis (NHG) (202120755) Case 202120755 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s concerns regarding the windows in the communal area. Response to … 11 Jul 2023 Maladministration Peabody Trust (202203833) Case 202203833 · Information and data management The complaint is about the landlord’s: response to a request for boiler repairs, and; failure to provide the resident with … 11 Jul 2023 Maladministration Salix Homes Limited (202213341) Case 202213341 · Moving/Buying/Selling Home The resident complained about: the landlord’s handling of the mutual exchange. The landlord’s handling of repairs required to the property … 11 Jul 2023 No Maladministration The Guinness Partnership Limited (202200794) Case 202200794 · ASB/Abuse/Nuisance The complaint is about: 11 Jul 2023 Maladministration Thirteen Housing Group Limited (202229570) Case 202229570 · Old Property Condition migrated-2025 The complaint is about: The landlord’s response to the resident’s report of a roof leak, damage to a ceiling, and … 10 Jul 2023 Maladministration Haringey London Borough Council (202208301) Case 202208301 · Financial The complaint is about the landlord’s handling of the resident’s rent account. The landlord’s complaint handling has also been investigated. 10 Jul 2023 No Maladministration Lambeth Council (202126158) Case 202126158 · ASB/Abuse/Nuisance The complaint is about the landlord’s: request for the resident to install carpets in the property. handling of the resident's … 10 Jul 2023 Maladministration London Borough of Newham (202124872) Case 202124872 · Managing Relations The complaint is regarding: the landlord's response to an emergency management transfer request the landlord’s complaint handling. 10 Jul 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202203480) Case 202203480 · Managing Relations The complaint is about the landlord’s response to: The resident’s reports of a leak in the property and the subsequent … 10 Jul 2023 Reasonable Redress Orbit Group Limited (202009566) Case 202009566 · Old Property Condition categories The complaint is about: the level of compensation awarded following repairs in the kitchen; and the associated complaint. 10 Jul 2023 Sanctuary Housing Association (201901900) Case 201901900 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports concerning water ingress and resultant damp and mould. The … 10 Jul 2023 Partial Maladministration Settle Group (202216816) Case 202216816 · Managing Relations The complaint is about: The landlord’s handling of the resident’s kitchen renewal and subsequent compensation offer. The landlord’s handling of … 10 Jul 2023 Maladministration Silva Homes Limited (202213671) Case 202213671 · Information and data management The complaint is about the landlord’s handling of concerns about staff conduct. 10 Jul 2023 Maladministration Sovereign Housing Association Limited (202214966) Case 202214966 · Managing Relations The complaint concerns how the landlord handled: Repairs to the building’s centralised heating system. The replacement of the kitchen flooring … 10 Jul 2023 Reasonable Redress Sovereign Network Homes (202216523) Case 202216523 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the resident’s driveway. 7 Jul 2023 Outside Jurisdiction Hackney Council (202210348) Case 202210348 · Financial The complaint is about the landlord’s handling of the resident’s concerns about being overcharged for water services. 7 Jul 2023 No Maladministration Hyde Housing Association Limited (202203653) Case 202203653 · Estate Management The complaint is about: The landlord’s handling of concerns about the quality of the estate management services provided by the … 7 Jul 2023 Partial Maladministration Islington Council (202210745) Case 202210745 · Managing Relations The complaint relates to: The landlord’s management of the mutual exchange process. The landlord’s management of the major works transfer … 7 Jul 2023 Partial Maladministration Lambeth Council (202122594) Case 202122594 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of an ongoing leak caused by outstanding roof repairs. … 7 Jul 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202117191) Case 202117191 · Financial REPORT COMPLAINT 202117191 Metropolitan Thames Valley Housing 5 June 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 7 Jul 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202208539) Case 202208539 · Health and Safety (inc. building safety) This complaint is about the landlord’s: Response to requests for an External Wall System (EWS1) form. Complaint handling. 7 Jul 2023 Reasonable Redress Metropolitan Thames Valley Housing (MTV) (202208632) Case 202208632 · Managing Relations The complaint is about: the landlord’s response to the resident’s concerns about staff conduct. The landlord’s handling of its decision … 7 Jul 2023 No Maladministration Orbit Group Limited (202108657) Case 202108657 · Managing Relations The complaint is about the landlord’s: Response to the resident’s concerns about the heating at the property. Response to the … 7 Jul 2023 No Maladministration Platform Housing Group Limited (202208814) Case 202208814 · Estate Management The complaint is about the landlord’s response to the resident’s concerns about the location of her parking space and a … 7 Jul 2023 Maladministration Southwark Council (202201645) Case 202201645 · Old Property Condition migrated-2025 The resident complained about the landlord’s handling of her complaint about kitchen and bathroom upgrades. 6 Jul 2023 Mediation Halton Housing (202123835) Case 202123835 · ASB/Abuse/Nuisance The complaint is about the landlord's handling of the residents’ report of antisocial behaviour (ASB), particularly in relation to a … 6 Jul 2023 Partial Maladministration Home Group Limited (202118097) Case 202118097 · Estate Management The complaint is about: the landlord’s response to the resident’s reports about garden maintenance and the associated service charge. the … 6 Jul 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202209142) Case 202209142 · Estate Management The complaint is about the landlord’s response to the resident’s complaint about ownership of her allocated parking bay. 6 Jul 2023 No Maladministration Magenta Living (202215038) Case 202215038 · ASB/Abuse/Nuisance The complaint is about the landlord's handling of reports of noise nuisance, and noise transference, from the flat above the … 6 Jul 2023 Maladministration Peabody Trust (202127601) Case 202127601 · Estate Management The complaint is about the landlord’s handling of the resident’s concerns regarding the brightness of the lighting outside her property. 6 Jul 2023 Maladministration Sanctuary Housing Association (202122141) Case 202122141 · Managing Relations The complaint is about the landlord’s: 5 Jul 2023 Partial Maladministration A2Dominion Housing Group Limited (202205463) Case 202205463 · Managing Relations The complaint is about the landlord’s: Handling of repairs to a toilet at the property. Handling of the associated complaint. … 4 Jul 2023 Partial Maladministration Cornwall Housing Limited (202204685) Case 202204685 · Managing Relations The complaint is about the landlord’s: handling of repairs to the property’s boiler; complaints handling.