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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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15 Dec 2023 Partial Maladministration Home Group Limited (202203465) Case 202203465 · Financial This complaint is about: The level of compensation offered by the landlord following a wide range of repair, cleaning, communication, … 15 Dec 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202123080) Case 202123080 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Report about the condition of the property when it was … 15 Dec 2023 Partial Maladministration MHS Homes Ltd (202215054) Case 202215054 · Managing Relations The complaint is about the landlord’s handling of: reports of repairs needed to the roof. reports of damp and mould … 15 Dec 2023 Maladministration Peabody Trust (202102403) Case 202102403 · Estate Management The complaint is about the landlord’s handling of the resident’s request for it to secure its own access to the … 15 Dec 2023 Reasonable Redress Peabody Trust (202114635) Case 202114635 · Managing Relations The complaint is about the landlord’s: Handling of reports about bedbugs in the property. Complaint handling. 15 Dec 2023 Maladministration Star Housing (202220505) Case 202220505 · Managing Relations The complaint is about: The information provided by the landlord before the resident accepted the tenancy. The landlord’s response to … 15 Dec 2023 Maladministration Two Rivers Housing (202127822) Case 202127822 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of damp and mould at the property and the … 15 Dec 2023 Maladministration Westminster City Council (202210315) Case 202210315 · Managing Relations The complaint is about the landlord’s handling of: Reports of a leak into the resident’s property. The associated complaint. 14 Dec 2023 Maladministration Clarion Housing Association Limited (202200962) Case 202200962 · Financial The complaint is about the landlord’s handling of the resident’s concerns: about service charges and that he is being charged … 14 Dec 2023 Partial Maladministration Islington Council (202111325) Case 202111325 · ASB/Abuse/Nuisance REPORT COMPLAINT 202111325 Islington Council 14 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 14 Dec 2023 Maladministration London Borough of Hackney (202308223) Case 202308223 · Managing Relations The complaint is about the landlord's handling of: The resident's reports of a toilet leak, and the subsequent damage to … 14 Dec 2023 Maladministration London Borough of Sutton (202204166) Case 202204166 · Managing Relations This complaint is about the landlord’s: Response to the resident’s concerns about the property’s condition on letting. Complaint handling. 14 Dec 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202121266) Case 202121266 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also investigated … 14 Dec 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202209759) Case 202209759 · Managing Relations The complaint is about the landlord’s: handling of repairs to the balcony door; handling of reports of a rat infestation; … 14 Dec 2023 Maladministration Places for People Group Limited (202210881) Case 202210881 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of a leak and subsequent repairs. Formal complaint. 14 Dec 2023 Partial Maladministration Poplar Housing And Regeneration Community Association Limited (201906790) Case 201906790 · Managing Relations REPORT COMPLAINT 201906790 Poplar Housing And Regeneration Community Association Limited 14 December 2023 Our approach The Housing Ombudsman’s approach to … 14 Dec 2023 Maladministration Thurrock Council (202220272) Case 202220272 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and hate crime. 14 Dec 2023 Maladministration Tower Hamlets Homes (202122079) Case 202122079 · Health and Safety (inc. building safety) The complaint is about: The landlord’s handling of the resident’s concerns about fire safety, including how it processed the EWS1 … 14 Dec 2023 Maladministration Westminster City Council (202212609) Case 202212609 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of water ingress. Complaint handling. 14 Dec 2023 Partial Maladministration Your Housing Limited (202207068) Case 202207068 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of: The resident’s reports of leaks in the property. The residents decant and … 13 Dec 2023 Partial Maladministration Colchester City Council (202201413) Case 202201413 · Managing Relations The complaint is about the landlord’s response to the resident’s: Reports about damp and mould. Reports about a pest infestation. … 13 Dec 2023 Maladministration Home Group Limited (202225677) Case 202225677 · Managing Relations The complaint is about the landlord’s handling of: - A leak and associated repairs. The Ombudsman has also investigated the … 13 Dec 2023 Maladministration London Borough of Hackney (202301936) Case 202301936 · Old Property Condition migrated-2025 The complaint is about the landlord’s: Handling of the repair of leaks from the property above the resident. Handling of … 13 Dec 2023 Partial Maladministration London Borough of Newham (202205719) Case 202205719 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports about noise nuisance and antisocial behaviour (ASB). Complaint handling. 13 Dec 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202202688) Case 202202688 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: The resident’s request for a door replacement. The resident’s reports of noise … 13 Dec 2023 Maladministration Paragon Asra Housing Limited (202208013) Case 202208013 · Managing Relations The complaint is about the landlord’s handling of a leak affecting the property, including the time taken to complete repairs. … 13 Dec 2023 Partial Maladministration Waltham Forest Council (202217685) Case 202217685 · Managing Relations REPORT COMPLAINT 202217685 Waltham Forest Council 12 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 12 Dec 2023 Maladministration Brighter Places (202113425) Case 202113425 · Managing Relations The complaint is about the landlord's handling of the resident’s : Reports of damp and mould, and the associated repairs. … 12 Dec 2023 Partial Maladministration Chelmer Housing Partnership Limited (202201298) Case 202201298 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Report about the conduct of an employee. Report that the … 12 Dec 2023 Partial Maladministration Clarion Housing Association Limited (202007763) Case 202007763 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports about: Bathroom wall cracks, flaking paint and replacement of … 12 Dec 2023 Partial Maladministration Golding Homes Limited (202206194) Case 202206194 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of overflowing gutters. Response to the resident’s reports of … 11 Dec 2023 Partial Maladministration Clarion Housing Association Limited (202118686) Case 202118686 · Financial The complaint is about the landlord’s handling of the resident’s concerns about: The condition of the property when it was … 11 Dec 2023 Partial Maladministration Hyde Housing Association Limited (202127257) Case 202127257 · ASB/Abuse/Nuisance The complaint is about the landlord’s: handling of the resident’s reports of smoke ingress to her property. response to the … 11 Dec 2023 Reasonable Redress Torus62 Limited (202208222) Case 202208222 · Old Property Condition migrated-2025 The complaint is about the condition of the property at the start of the tenancy. 8 Dec 2023 Partial Maladministration Hyde Housing Association Limited (202121443) Case 202121443 · Estate Management The complaint is about the landlord’s handling of the resident’s: Application to succeed her late mother's tenancy. Repairs including leaks … 8 Dec 2023 Maladministration Lambeth Council (202107857) Case 202107857 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports concerning: Leaks, damp and mould in the property. Repairs … 8 Dec 2023 No Maladministration Metropolitan Thames Valley Housing (MTV) (202212445) Case 202212445 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of structural noise issues with the property. 8 Dec 2023 No Maladministration Nottingham City Council (202318633) Case 202318633 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s: Request to be re-housed. concerns about staff conduct . reported … 8 Dec 2023 No Maladministration Nottingham City Homes Limited (202318636) Case 202318636 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s: Request to be re-housed. Concerns about staff conduct . Reported … 8 Dec 2023 Partial Maladministration Paragon Asra Housing Limited (202205137) Case 202205137 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the resident’s kitchen following a leak from the property located … 8 Dec 2023 Partial Maladministration Tower Hamlets Homes (202205782) Case 202205782 · Financial The complaint is about: The condition of the property when the resident moved in. The information provided about the property. … 7 Dec 2023 Partial Maladministration Estuary Housing Association Limited (202205214) Case 202205214 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of repairs to: Plumbing – Water tank/boiler, shower, taps … 7 Dec 2023 No Maladministration LiveWest Homes Limited (202216455) Case 202216455 · Occupancy Rights The complaint is about: the landlord’s handling of the decision to decommission the resident’s property; the landlord’s handling of the … 7 Dec 2023 Maladministration Onward Homes Limited (202004708) Case 202004708 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by a neighbour. 7 Dec 2023 No Maladministration Paragon Asra Housing Limited (202205293) Case 202205293 · ASB/Abuse/Nuisance The complaint is regarding the landlord’s; Handling of the repair of a leak. Handling of the repair of the communal … 7 Dec 2023 Partial Maladministration Platform Housing Group Limited (202118249) Case 202118249 · Managing Relations The complaint is about the landlord’s handling of the resident’s concerns about: The level of insulation in the property. The … 6 Dec 2023 Maladministration Aster Group Limited (202216842) Case 202216842 · Financial The complaint is about: The landlord’s introduction of a service charge for the maintenance of a fall arrest system on … 6 Dec 2023 Partial Maladministration LiveWest Homes Limited (202120571) Case 202120571 · Managing Relations The resident’s complaint is about the landlord’s handling of repairs to the bathroom. The Ombudsman has also considered the landlord’s … 6 Dec 2023 Maladministration Peabody Trust (202223341) Case 202223341 · Managing Relations The landlord’s response to the resident’s: Report of no water supply to his property. Associated complaint. 6 Dec 2023 Partial Maladministration Wolverhampton City Council (202222463) Case 202222463 · Managing Relations The complaint is about the landlord’s response to the resident’s: Request for a hardstanding driveway to be installed to her …