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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

Browse by year

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
13 Dec 2021 Outside Jurisdiction Midland Heart Limited (201915568) Case 201915568 · Old Property Condition migrated-2025 The complaint concerns the landlord’s compliance with an out of court settlement for disrepair. 13 Dec 2021 Partial Maladministration Notting Hill Genesis (202100524) Case 202100524 · Estate Management This complaint is about the landlord’s response to the resident’s concerns about communal repairs and maintenance of her building, including: … 13 Dec 2021 Mediation South Kesteven District Council (202116761) Case 202116761 · Managing Relations The resident complained about the: Conduct of the landlord’s member of staff. Landlord’s response to their report that their gate … 10 Dec 2021 Outside Jurisdiction Bernicia Group (202114716) Case 202114716 · Financial The complaint concerns the landlord’s handling of the resident’s reports their fridge freezer was damaged following an electrical test. 10 Dec 2021 Partial Maladministration Darlington Borough Council (202014803) Case 202014803 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; the resident’s complaint about staff conduct. 10 Dec 2021 Partial Maladministration Hyde Housing Association Limited (202011120) Case 202011120 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour, caused by her neighbour installing a … 10 Dec 2021 Outside Jurisdiction Longhurst Group Limited (202015184) Case 202015184 · Estate Management The complaint concerns the landlord’s handling of the resident’s concerns about the safety of their garden. 10 Dec 2021 Maladministration Notting Hill Genesis (202014951) Case 202014951 · Managing Relations This complaint is about the landlord’s handling of the resident’s complaint that it delayed in completing repairs to her wet … 10 Dec 2021 Reasonable Redress Peabody Trust (202104313) Case 202104313 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of fly-tipping and its response to her request to … 10 Dec 2021 No Maladministration Settle Group (202000097) Case 202000097 · Old Property Condition migrated-2025 The landlord’s response to reports of mould, damp walls, and ceilings. The landlord’s response to concerns about the boiler’s low … 10 Dec 2021 No Maladministration Westminster City Council (202101263) Case 202101263 · Local Authority / ALMO or TMO The resident complains about the level of compensation offered by the landlord for delays in repairs to damaged flooring, and … 9 Dec 2021 Partial Maladministration Clarion Housing Association Limited (202100601) Case 202100601 · Managing Relations REPORT COMPLAINT 202100601 Clarion Housing Association Limited 7 December 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 9 Dec 2021 No Maladministration Exeter City Council (202103088) Case 202103088 · Local Authority / ALMO or TMO The landlord’s handling of repairs to the resident’s boiler. The landlord’s response to the resident’s request for an alternative contractor. 9 Dec 2021 No Maladministration North Tyneside Council (202109787) Case 202109787 · Moving/Buying/Selling Home The complaint is about Is about: the landlord's handling of reports of damp to the property. the priority awarded to … 9 Dec 2021 Partial Maladministration One Vision Housing Limited (202006531) Case 202006531 · Estate Management The complaint is about the landlord’s response to the resident’s reports of: The quality of communal cleaning at the property. … 9 Dec 2021 No Maladministration Optivo (202101632) Case 202101632 · Old Property Condition migrated-2025 The complaint is regarding how the landlord responded to the resident’s reports of a leak at his property. 9 Dec 2021 Partial Maladministration Paragon Asra Housing Limited (202015406) Case 202015406 · Financial The complaint is about: The landlord’s response to the resident’s reports that a service charge should not be payable in … 9 Dec 2021 Maladministration Vivid Housing Limited (202010013) Case 202010013 · Old Property Condition migrated-2025 The resident complains about how the landlord responded to her reports of damp and mould in the property. 9 Dec 2021 Partial Maladministration Wandle Housing Association Limited (202016772) Case 202016772 · Financial The complaint is about: how the landlord responded to the resident’s concerns about a decant. the landlord’s response to a … 9 Dec 2021 Outside Jurisdiction Westminster City Council (202113783) Case 202113783 · Moving/Buying/Selling Home The complaint concerns the council’s decision that the resident must repay the Right to Buy discount when they sell their … 8 Dec 2021 Partial Maladministration Citizen Housing (202105621) Case 202105621 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports about: The heating in her property not working. Damp … 8 Dec 2021 Partial Maladministration Derwent Community Housing Association Limited (202010496) Case 202010496 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of unpleasant smells at the property. Complaints handling. 8 Dec 2021 No Maladministration Greenwich Council (202101671) Case 202101671 · Local Authority / ALMO or TMO The landlord’s handling of the resident’s reports concerning anti-social behaviour, including noise nuisance and drug activity. 8 Dec 2021 Partial Maladministration Home Group Limited (202009773) Case 202009773 · Financial The complaint is about the landlord’s: Handling of the resident’s staircasing application. Response to the resident’s concerns regarding service charges … 8 Dec 2021 No Maladministration Kingston upon Thames Council (202100533) Case 202100533 · Old Property Condition migrated-2025 The complaint is about: The condition of the property at the time of letting and the landlord’s response to the … 8 Dec 2021 Partial Maladministration Lambeth and Southwark Housing Association Limited (202000920) Case 202000920 · Estate Management The complaint is about the landlord’s: Response to the resident’s concerns regarding the temperature within the property. Response to the … 8 Dec 2021 Partial Maladministration Metropolitan Housing Trust Limited (202108647) Case 202108647 · Managing Relations The complaint is about the landlord’s: Handling of repairs and major works to the resident’s windows. Communication with the resident … 8 Dec 2021 Partial Maladministration Sanctuary Housing Association (202104457) Case 202104457 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: the resident's reports of antisocial behaviour (ASB) from her neighbour. the resident's … 8 Dec 2021 No Maladministration Sandwell Metropolitan Borough Council (202107784) Case 202107784 · Local Authority / ALMO or TMO REPORT COMPLAINT 202107784 Sandwell Metropolitan Borough Council 8 December 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 8 Dec 2021 Maladministration Southern Housing Group Limited (202009095) Case 202009095 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to investigate and resolve the resident’s reports of: Dog fouling by tenant A. … 7 Dec 2021 Reasonable Redress Clarion Housing Association Limited (202014623) Case 202014623 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in his property. The landlord’s … 7 Dec 2021 No Maladministration Onward Homes Limited (202107634) Case 202107634 · Managing Relations The complaint is about the landlord’s handling of: The resident’s report of a broken shower. The resident’s report of a … 6 Dec 2021 Maladministration Birmingham City Council (202010756) Case 202010756 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of damage caused to: The hot tub at the … 6 Dec 2021 Partial Maladministration Clarion Housing Association Limited (202016709) Case 202016709 · Financial REPORT COMPLAINT 202016709 Clarion Housing Association Limited 6 December 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 5 Dec 2021 Reasonable Redress Royal Borough of Kensington and Chelsea (202106991) Case 202106991 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled repairs to the heating and hot water system of the property. 5 Dec 2021 Partial Maladministration Waltham Forest Council (202110675) Case 202110675 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled repairs to: The guttering of the building. The shower in the resident’s property. 5 Dec 2021 Partial Maladministration Westminster City Council (202100956) Case 202100956 · Health and Safety (inc. building safety) The complaint is about: The landlord’s handling of follow-on works from its previous gas safety service in January 2020. The … 5 Dec 2021 No Maladministration Yorkshire Housing Limited (202102640) Case 202102640 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s transfer application. The landlord’s response to the resident’s reports of … 4 Dec 2021 Partial Maladministration Birmingham City Council (202107520) Case 202107520 · Local Authority / ALMO or TMO The complaint refers to: The landlord’s handling of the resident’s reports of repairs needed to the external doors of the … 4 Dec 2021 Outside Jurisdiction Clarion Housing Association Limited (202012470) Case 202012470 · Information and data management The complaint is about the resident’s concerns that the landlord disclosed information about them to a neighbour. 4 Dec 2021 Reasonable Redress Southwark Council (202109108) Case 202109108 · Local Authority / ALMO or TMO The complaint concerns the level of compensation offered by the landlord following a water leak into the resident’s property. 3 Dec 2021 Outside Jurisdiction Anchor Hanover Group (202015214) Case 202015214 · Financial This complaint is about the landlord’s handling of the resident’s concerns about the increase in his service charges and the … 3 Dec 2021 Partial Maladministration Bournville Village Trust (202100005) Case 202100005 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports of a leak in her bathroom; response to the … 3 Dec 2021 Reasonable Redress London & Quadrant Housing Trust (202012424) Case 202012424 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled the resident’s charges for energy usage. 3 Dec 2021 Maladministration Metropolitan Thames Valley Housing (202012607) Case 202012607 · Managing Relations The landlord’s response to window repairs and snagging reports. The Ombudsman has also considered the landlord’s complaint handling. 3 Dec 2021 Reasonable Redress Network Homes Limited (202115065) Case 202115065 · Occupancy Rights The complaint is about: 3 Dec 2021 Mediation Notting Hill Genesis (201914804) Case 201914804 · Managing Relations The complaint concerns the landlord’s decision to refuse to issue the compensation offered in its final response. 3 Dec 2021 No Maladministration Royal Borough of Kensington and Chelsea (202006364) Case 202006364 · Local Authority / ALMO or TMO The complaint is about: The landlord’s response to the resident’s reports of mismatched lighting in the communal areas. The landlord’s … 3 Dec 2021 Reasonable Redress Royal Borough of Kensington and Chelsea (202107921) Case 202107921 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s complaint about its removal of items from her shed. 3 Dec 2021 Outside Jurisdiction Southwark Council (202119989) Case 202119989 · Local Authority / ALMO or TMO The complaint concerns the resident’s dissatisfaction with a phone call made by the landlord’s rent team.