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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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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
8 Nov 2021 Reasonable Redress London & Quadrant Housing Trust (202104391) Case 202104391 · Old Property Condition migrated-2025 REPORT COMPLAINT 202104391 London & Quadrant Housing Trust 8 November 2021 Our Approach The Housing Ombudsman’s approach to investigating and … 8 Nov 2021 Maladministration Onward Homes Limited (201915422) Case 201915422 · Managing Relations The complaint is about the landlord’s: response to the leaseholder’s reports of water ingress from the roof of his two … 8 Nov 2021 No Maladministration Southwark Council (202015389) Case 202015389 · Local Authority / ALMO or TMO The complaint concerns how the landlord handled: A water leak into the property reported by the resident in April 2019. … 8 Nov 2021 Maladministration Torus62 Limited (202015133) Case 202015133 · Financial The complaint is about the landlord erroneously sending letters of tenancy breach and demand for payment in respect of water … 8 Nov 2021 No Maladministration Vivid Housing Limited (202016990) Case 202016990 · Managing Relations The complaint is about the way the landlord considered the complainant’s application for housing and its handling of the complaint. 8 Nov 2021 No Maladministration Westminster City Council (202011584) Case 202011584 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of a rodent infestation. 5 Nov 2021 Maladministration Birmingham City Council (202011553) Case 202011553 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports request for reimbursement of costs for repairs to the … 5 Nov 2021 No Maladministration Citizen Housing (202015791) Case 202015791 · Estate Management REPORT COMPLAINT 202015791 Citizen Housing 5 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 5 Nov 2021 No Maladministration Hightown Housing Association Limited (202009452) Case 202009452 · Managing Relations The complaint is about: The local authority’s decision to allocate the property to the resident and the conduct of the … 5 Nov 2021 Partial Maladministration Peabody Trust (202015275) Case 202015275 · ASB/Abuse/Nuisance The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his … 5 Nov 2021 Reasonable Redress Thames Valley Housing Association Limited (202016953) Case 202016953 · Financial The complaint is about: The landlord’s handling of the resident’s communal electricity charges and refund. The landlord’s handling of the … 5 Nov 2021 Maladministration Thrive Homes Limited (202102346) Case 202102346 · Estate Management The complaint refers to: The landlord’s handling of the resident’s concerns about the location of the bin storage area, the … 5 Nov 2021 Outside Jurisdiction Wandle Housing Association Limited (202017622) Case 202017622 · Financial The landlord’s handling of the resident’s reports they were missold their property due to the increase and level of service … 4 Nov 2021 No Maladministration Metropolitan Thames Valley Housing (202105544) Case 202105544 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of no heating and hot water in the property. … 4 Nov 2021 Maladministration Sovereign Housing Association Limited (202106885) Case 202106885 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of soundproofing to the resident’s home. 3 Nov 2021 Outside Jurisdiction Kingston upon Thames Council (202116743) Case 202116743 · Local Authority / ALMO or TMO The complaint concerns the Council’s Environmental Health Department’s response to the complainant’s request for noise monitoring equipment and the outcome … 3 Nov 2021 Partial Maladministration London & Quadrant Housing Trust (202104947) Case 202104947 · Managing Relations The complaint is about how the landlord handled the resident’s request to assign his tenancy. The Ombudsman has also investigated … 3 Nov 2021 Maladministration Southwark Council (202017488) Case 202017488 · Local Authority / ALMO or TMO This complaint is about the landlord’s response to ongoing mould and damp issues at the property. 3 Nov 2021 Outside Jurisdiction The Riverside Group Limited (202006904) Case 202006904 · Financial The complaint concerns the level of service charges. 3 Nov 2021 Maladministration Westminster City Council (201914122) Case 201914122 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of an unknown smell in her home. 2 Nov 2021 Outside Jurisdiction Exeter City Council (202110849) Case 202110849 · Local Authority / ALMO or TMO The complaint concerns the landlord’s request that a partition wall is reinstated. 2 Nov 2021 Outside Jurisdiction Kingston upon Thames Council (202116742) Case 202116742 · Local Authority / ALMO or TMO The complaint concerns the contact details provided on Council Tax information. 2 Nov 2021 Maladministration London & Quadrant Housing Trust (202015115) Case 202015115 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of repairs to her front garden brick wall. The … 2 Nov 2021 Reasonable Redress London & Quadrant Housing Trust (202108116) Case 202108116 · Managing Relations The complaint is about: The level of compensation offered by the landlord for its handling of a repair to the … 2 Nov 2021 No Maladministration Phoenix Community Housing Association (Bellingham and Downham) Limited (202004846) Case 202004846 · Occupancy Rights The complaint is about the landlord’s response to the resident’s reports of overcrowding and difficulties experienced with the bidding process. 2 Nov 2021 Outside Jurisdiction Sanctuary Housing Association (202108590) Case 202108590 · Moving/Buying/Selling Home The complaint concerns the accuracy of a listing on Devon Homes Choice. 2 Nov 2021 Partial Maladministration Stockport Homes Limited (202006570) Case 202006570 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (‘ASB’) by her neighbour. The report … 2 Nov 2021 No Maladministration Vivid Housing Limited (202004239) Case 202004239 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s report that a staff member closed her complaint with the … 1 Nov 2021 No Maladministration Clarion Housing Association Limited (202103372) Case 202103372 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of staff conduct during a telephone call in May … 1 Nov 2021 No Maladministration Housing Solutions (202108252) Case 202108252 · Financial The complaint refers to: The landlord’s handling of the resident’s reports that one of the bedrooms in her property was … 1 Nov 2021 No Maladministration One Housing Group Limited (202009670) Case 202009670 · Managing Relations The complaint is about the landlord’s: Response to the resident’s concerns regarding delays in the sales process to sell the … 1 Nov 2021 Partial Maladministration Origin Housing Limited (202005974) Case 202005974 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s concerns regarding the sale of property due to the Government’s … 31 Oct 2021 No Maladministration Crawley Borough Council (202016326) Case 202016326 · Financial The complaint is about the landlord’s response to the resident’s request for compensation for damage to her laptop computer following … 31 Oct 2021 Maladministration Hammersmith and Fulham Council (202012991) Case 202012991 · Managing Relations The complaint is about the level of compensation which the landlord offered for its acknowledged service failure in its response … 29 Oct 2021 No Maladministration Arawak Walton Housing Association Limited (201908574) Case 201908574 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the resident’s reports about damp, mould and repairs issues and her request … 29 Oct 2021 Reasonable Redress Clarion Housing Association Limited (202014589) Case 202014589 · Estate Management The complaint is about the landlord’s response to the resident’s reports about service charges and communal cleaning and maintenance. 29 Oct 2021 Reasonable Redress Clarion Housing Association Limited (202016583) Case 202016583 · Old Property Condition migrated-2025 The complaint is about the level of compensation offered to the resident further to his reports of leaks into his … 29 Oct 2021 No Maladministration Clarion Housing Association Limited (202110940) Case 202110940 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of noise from a neighbour. 29 Oct 2021 Partial Maladministration Haringey Council (202016546) Case 202016546 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour from the flat below. The landlord’s … 29 Oct 2021 No Maladministration Home Group Limited (202103597) Case 202103597 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s request for a new kitchen. 29 Oct 2021 Partial Maladministration Kingston upon Thames Council (202106614) Case 202106614 · Local Authority / ALMO or TMO The complaint concerns: The landlord's handling of the resident’s reports of the communal entry doors not closing. The landlord's handling … 29 Oct 2021 Outside Jurisdiction Kingston upon Thames Council (202116756) Case 202116756 · Local Authority / ALMO or TMO The complaint is about the Council’s handling of the resident’s complaint about antisocial behaviour originating from a property that is … 29 Oct 2021 Partial Maladministration Notting Hill Genesis (202007671) Case 202007671 · Managing Relations The complaint is about the level of compensation offered by the landlord for its acknowledged service failures: In response to … 29 Oct 2021 Maladministration Sheffield City Council (201903587) Case 201903587 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to multiple repair issues reported by the resident. The landlord’s complaint handling has … 29 Oct 2021 Partial Maladministration Southwark Council (202008046) Case 202008046 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of: The temperature at the property and the need … 29 Oct 2021 Mediation Together Housing Association Limited (202017288) Case 202017288 · Health and Safety (inc. building safety) This complaint is about the landlord’s handling of the resident’s report of the sounding of the carbon monoxide alarm. 29 Oct 2021 No Maladministration Trafford Housing Trust Limited (202017444) Case 202017444 · Old Property Condition migrated-2025 This complaint is about the landlord’s response to the resident’s report of a leak from the flat upstairs. 28 Oct 2021 Maladministration Clarion Housing Association Limited (202016236) Case 202016236 · Estate Management The complaint is regarding: The landlord’s response to the resident’s reports of a blocked drain. The landlord’s handling of the … 28 Oct 2021 Partial Maladministration Dartford Borough Council (202006740) Case 202006740 · Local Authority / ALMO or TMO This complaint is about: a. the level of the landlord’s service charges for items such as building and communal grounds … 28 Oct 2021 Outside Jurisdiction Peabody Enterprises Limited (202009487) Case 202009487 · Occupancy Rights The complaint concerns a dispute about the resident’s access to the garden at the rear of her home.