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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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19 Apr 2021 No Maladministration Town and Country Housing (201916063) Case 201916063 · Moving/Buying/Selling Home The complaint concerns: The landlord’s handling of the resident’s decant up until August 2020. Decant issues arising after August 2020. … 16 Apr 2021 Reasonable Redress Hastoe Housing Association Limited (202006085) Case 202006085 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports about: Antisocial behaviour and racism. Repairs to a garden … 16 Apr 2021 No Maladministration Irwell Valley Housing Association Limited (201915656) Case 201915656 · Financial The complaint is about the landlord’s response to the resident’s reports about: handling of service charge queries customer service and … 16 Apr 2021 Partial Maladministration Leeds City Council (202007676) Case 202007676 · Local Authority / ALMO or TMO The complaint is about: The conduct of a local ward member in respect of a planning application. The allocation of … 16 Apr 2021 Partial Maladministration Midland Heart Limited (202002033) Case 202002033 · Information and data management The complaint concerns: The landlord’s handling of the resident’s request for his address to be amended. The landlord’s handling of … 16 Apr 2021 Partial Maladministration Network Homes Limited (202004188) Case 202004188 · Old Property Condition migrated-2025 The complaint is about: 16 Apr 2021 Partial Maladministration Newlon Housing Trust (202009618) Case 202009618 · Managing Relations The complaint concerns: the landlord’s handling of the resident’s reports of excessive heat and cold in the property. the landlord’s … 16 Apr 2021 No Maladministration Notting Hill Home Ownership Limited (202004800) Case 202004800 · Financial The complaint concerns the landlord’s handling of the resident’s outstanding arears. 16 Apr 2021 No Maladministration Platform Housing Group Limited (202009610) Case 202009610 · Old Property Condition migrated-2025 The complaint is about the landlord’s decision not to level the garden at the resident’s property. 16 Apr 2021 No Maladministration Somerset West and Taunton Council (201909201) Case 201909201 The complaint was about the landlord's response to the resident's: 16 Apr 2021 No Maladministration Sovereign Housing Association Limited (202001875) Case 202001875 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of reports of Anti-Social Behaviour (ASB). 15 Apr 2021 Maladministration Greenwich Council (201909305) Case 201909305 The complaint is about the landlord’s handling of the resident’s report of a defective window. The Ombudsman has also considered … 15 Apr 2021 Partial Maladministration Hounslow Council (202008895) Case 202008895 · Local Authority / ALMO or TMO The resident has complained about: The landlord's handling of her reports of leaks in the bathroom and the kitchen of … 15 Apr 2021 Outside Jurisdiction Nottingham City Homes (202010127) Case 202010127 · Local Authority / ALMO or TMO The complaint concerns the landlord’s handing of the resident’s rehousing application. 15 Apr 2021 Partial Maladministration One Housing Group Limited (202000109) Case 202000109 · Financial The complaint is about: the increase of the service charge year-on-year; the resident’s ability to acquire an additional portioned percentage … 15 Apr 2021 No Maladministration Orbit Housing Association Limited (201914078) Case 201914078 · ASB/Abuse/Nuisance The complaint is about: 15 Apr 2021 Maladministration Tower Hamlets Community Housing (202001334) Case 202001334 · Estate Management The complaint is about the landlord's handling of the resident’s request for an emergency repair to the communal front door … 15 Apr 2021 No Maladministration Wandle Housing Association Limited (201911095) Case 201911095 The landlord’s response to the resident’s reports of anti-social behaviour. The landlord’s complaint handling. 14 Apr 2021 No Maladministration Clarion Housing Association Limited (202004595) Case 202004595 · Moving/Buying/Selling Home REPORT COMPLAINT 202004595 Clarion Housing Association Limited 14 April 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 14 Apr 2021 Partial Maladministration Futures Housing Group Limited (202004109) Case 202004109 · Managing Relations The complaint concerns: The landlord’s handling of repairs to the resident’s heating system. The landlord’s handling of the associated complaint. 14 Apr 2021 No Maladministration Leeds City Council (202004331) Case 202004331 · Estate Management The complaint is about: The landlord’s decision to close the communal areas due to the Covid-19 pandemic, particularly the communal … 14 Apr 2021 Reasonable Redress Longhurst Group Limited (201906862) Case 201906862 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of an infestation of mice at her property. The … 14 Apr 2021 Reasonable Redress Metropolitan Housing Trust Limited (201915499) Case 201915499 · Managing Relations The complaint concerns: The landlord’s handling of the resident’s reports of a pest infestation in his property. The landlord’s associated … 14 Apr 2021 Reasonable Redress Notting Hill Genesis (202008951) Case 202008951 · Estate Management The complaint is about: The landlord’s response to the resident’s concerns over the change in the parking policy at the … 13 Apr 2021 No Maladministration Birmingham City Council (202005838) Case 202005838 · Managing Relations The complaint is about the landlord’s response to the resident’s concerns about the accuracy of the landlord’s contractor’s account of … 13 Apr 2021 Outside Jurisdiction Cornwall Council (202009312) Case 202009312 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of reports of lead in the water supply and the effects this has … 13 Apr 2021 Partial Maladministration Metropolitan Housing Trust Limited (202008511) Case 202008511 · Estate Management The complaint is about the landlord’s handling of the resident’s: request for CCTV to be installed; requests for repairs to … 13 Apr 2021 Outside Jurisdiction One Housing Group Limited (202014275) Case 202014275 · Financial The complaint is about the level of rent at the property. 13 Apr 2021 No Maladministration Peabody Trust (202007447) Case 202007447 · ASB/Abuse/Nuisance The complaint is regarding: the landlord’s handling of the resident’s request to be compensated for a damaged tyre. the landlord’s … 13 Apr 2021 Maladministration Sheffield City Council (201910086) Case 201910086 · Managing Relations The complaint is about: the landlord’s response to the resident’s reports of leaks in her property. the landlord’s response to … 12 Apr 2021 Partial Maladministration Cottsway Housing Association Limited (202000991) Case 202000991 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s report of her neighbour’s shed causing damage to her garden … 12 Apr 2021 Maladministration LiveWest Homes Limited (202010159) Case 202010159 · Old Property Condition migrated-2025 The resident complained about the landlord’s handling of her request to install a wood burning stove at her property. 12 Apr 2021 No Maladministration Magenta Living (202002947) Case 202002947 The complaint is about: the condition of the property at the commencement of the resident’s tenancy. the landlord’s complaint handling. 12 Apr 2021 Mediation Midland Heart Limited (202013436) Case 202013436 · Old Property Condition migrated-2025 The landlord’s response to reports of a leak. 12 Apr 2021 No Maladministration Welwyn Hatfield Borough Council (202007664) Case 202007664 · Local Authority / ALMO or TMO The complaint is about: The landlord’s handling of the resident's application for succession of tenancy and the quality of customer … 9 Apr 2021 Partial Maladministration Ashford Borough Council (202001169) Case 202001169 · Local Authority / ALMO or TMO The complaint is about: The managing agent’s communication with the resident after he informed it in February 2018 he was … 9 Apr 2021 Partial Maladministration Notting Hill Genesis (201915560) Case 201915560 · Estate Management The complaint is about the landlord’s: provision of information about the defect period provided to the resident when purchasing the … 9 Apr 2021 Partial Maladministration Notting Hill Home Ownership Limited (202004931) Case 202004931 · Financial The complaint is about the following issues: The landlord’s response to reports of issues with the heating and hot water … 9 Apr 2021 Reasonable Redress Poplar Housing And Regeneration Community Association Limited (202011305) Case 202011305 · Old Property Condition migrated-2025 The resident complains about the garden fence that the landlord provided, its subsequent decision not to replace this with the … 8 Apr 2021 Partial Maladministration A2Dominion Housing Options Limited (202004155) Case 202004155 · Financial This complaint is about the landlord’s handling of: the resident’s reports of fence repairs; the resident’s reports of damage to … 8 Apr 2021 Partial Maladministration Cobalt Housing Limited (202009114) Case 202009114 · Managing Relations The complaint is regarding the landlord’s handling of: The resident’s reports of various repairs required to the property. The resident’s … 8 Apr 2021 Partial Maladministration Longhurst Group Limited (202001266) Case 202001266 · Managing Relations The complaint is about the landlord’s response to: The resident’s request to bring forward the planned replacement of her bathroom. … 8 Apr 2021 Reasonable Redress Optivo (202014522) Case 202014522 · Old Property Condition migrated-2025 The complaint is about the level of compensation offered by the landlord for its handling of repairs following a leak. 7 Apr 2021 Mediation A2Dominion Housing Group Limited (202007051) Case 202007051 · Moving/Buying/Selling Home The complaint is about the residents request for the landlord to remove rubbish from her garden which had been concealed … 7 Apr 2021 Partial Maladministration Bromford Housing Association Limited (202001208) Case 202001208 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: reports of anti-social behaviour (ASB) and harassment; associated formal complaint. 7 Apr 2021 Maladministration Homes Plus Limited (previously ,South Staffordshire Housing Association) (202008274) Case 202008274 · Managing Relations The complaint is about the landlord’s handling of reports of mould in the property. The complaint is also about the … 7 Apr 2021 Maladministration Newham Council (201907092) Case 201907092 The complaint is about: the landlord’s handling of repairs to the resident’s bathroom. the landlord’s complaints handling. 7 Apr 2021 No Maladministration Peabody Trust 2018 (202005275) Case 202005275 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). 7 Apr 2021 Outside Jurisdiction Plus Dane Housing Limited (202007788) Case 202007788 · Estate Management The complaint concerns the landlord’s response to the instatement of service charges for garden maintenance. 7 Apr 2021 Maladministration Southwark Council (202001796) Case 202001796 · Local Authority / ALMO or TMO The resident has complained that the landlord has allocated a service charge refund to outstanding invoices that they have repeatedly …