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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 1,960 of 16,595 decisions

Decisions

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25 Mar 2022 Partial Maladministration Cornwall Housing Limited (202106464) Case 202106464 · Managing Relations The resident’s complaint is about the landlord's handling of repairs to the roof and guttering of his property. The landlord’s … 25 Mar 2022 Partial Maladministration Metropolitan Housing Trust Limited (202004518) Case 202004518 · Managing Relations The complaint is about the landlord’s handling of: the repairs following the report of a leak, including the installation of … 25 Mar 2022 Maladministration Metropolitan Housing Trust Limited (202106201) Case 202106201 · Managing Relations The complaint is about the landlord’s handling of: Refurbishment works to the resident’s kitchen and alterations to the bathroom. The … 25 Mar 2022 No Maladministration Metropolitan Housing Trust Limited (202114454) Case 202114454 · Estate Management The complaint is about: The landlord’s suggested increase to the level of the resident’s service charge to pay for the … 25 Mar 2022 No Maladministration One Housing Group Limited (202102208) Case 202102208 · Financial REPORT COMPLAINT 202102208 One Housing Group Limited 31 July 2022 Our approach The Housing Ombudsman’s approach to investigating and determining … 25 Mar 2022 Partial Maladministration Peabody Trust 2018 (202001565) Case 202001565 · Managing Relations The complaint is about the landlord’s: Handling of the leaseholder’s request for window repairs and/or replacement. Complaint handling. 25 Mar 2022 No Maladministration South Cambridgeshire District Council (202107370) Case 202107370 · Managing Relations The complaint is about the landlord’s handling of: A pest control appointment. The resident’s installation of CCTV at her property. … 25 Mar 2022 Reasonable Redress Thames Valley Housing Association Limited (202101951) Case 202101951 · Financial The complaint is about: T he landlord’s response to the resident’s request for a breakdown of their service charges and … 25 Mar 2022 Mediation Vale of Aylesbury Housing Trust Limited (202014351) Case 202014351 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s concerns related to the water pressure. 24 Mar 2022 Maladministration Birmingham City Council (202106713) Case 202106713 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repair work to address a mouse infestation in the resident’s property. 24 Mar 2022 Maladministration Gateway Housing Association Limited (202114470) Case 202114470 · Financial The complaint is about: The landlord’s administration of the resident’s service charge. The landlord’s complaints handling. 24 Mar 2022 Reasonable Redress Home Group Limited (202109994) Case 202109994 · Old Property Condition migrated-2025 The complaint is about the level of compensation offered to the resident following acknowledged service failures in carrying out repairs … 24 Mar 2022 Partial Maladministration Plexus UK (First Project) Limited (202011550) Case 202011550 · Financial The complaint is regarding: The landlord’s handling of repairs at the property, including to the shower and garden. The landlord’s … 24 Mar 2022 Reasonable Redress Tamil Community Housing Association Limited (202109528) Case 202109528 · Managing Relations The complaint is about: The landlord’s response to the resident’s request for an adaptation of the communal front door. The … 23 Mar 2022 Maladministration Anchor Hanover Group (202114698) Case 202114698 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s report of a potential pest infestation issue within the loft … 23 Mar 2022 Reasonable Redress A & S Hillman Ltd (202016926) Case 202016926 · Financial The complaint is about the level of compensation offered by the landlord following repairs and improvements works at the residents’ … 23 Mar 2022 Maladministration Leeds City Council (202013938) Case 202013938 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports about damp and mould in her property. 23 Mar 2022 Maladministration Leicester City Council (202106737) Case 202106737 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports about the frequency of the communal cleaning. Handling of … 23 Mar 2022 Partial Maladministration London Borough of Hillingdon (202102461) Case 202102461 · Estate Management This complaint is about the landlord’s handling of: the resident’s report of repairs needed to communal gutters; the resident’s report … 23 Mar 2022 Partial Maladministration Longhurst Group Limited (202008739) Case 202008739 · Health and Safety (inc. building safety) The complaint is about landlord’s: Handling of a request for repairs to the boiler. Handling of a gas fire check … 23 Mar 2022 Maladministration Longhurst Group Limited (202105677) Case 202105677 · Managing Relations The complaint is about: The level of compensation offered by the landlord in respect of its acknowledged failings in responding … 23 Mar 2022 Maladministration Longhurst Group Limited (202112155) Case 202112155 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of a pest infestation, and the repairs required to … 23 Mar 2022 Partial Maladministration Notting Hill Genesis (202101616) Case 202101616 · Old Property Condition migrated-2025 The complaint is regarding: The landlord’s handling of a repair to the resident’s toilet. The landlord’s response to the resident’s … 23 Mar 2022 Partial Maladministration Origin Housing Limited (202015788) Case 202015788 · Financial The complaint is about the landlord’s response to the resident’s concerns about: a leak in her kitchen involving the kitchen … 22 Mar 2022 No Maladministration Greenwich Council (202109482) Case 202109482 · Financial The complaint is about the landlord’s decision to charge rent for the property up until August 2020. 22 Mar 2022 Partial Maladministration Notting Hill Genesis (201909973) Case 201909973 · Financial The complaint concerns the landlord’s: response to the resident’s complaint about an increase in their service charges. handling of the … 22 Mar 2022 Partial Maladministration One Housing Group Limited (202105381) Case 202105381 · Health and Safety (inc. building safety) This complaint is about the landlord’s handling of: the resident’s request for an EWS1 form; the related complaint. 22 Mar 2022 Partial Maladministration Royal Borough Of Greenwich (202105403) Case 202105403 · ASB/Abuse/Nuisance The complaint is about: the landlord’s response to the resident’s reports of anti-social behaviour (ASB). the landlord’s response to the … 22 Mar 2022 Partial Maladministration Southern Housing Group Limited (202006745) Case 202006745 · Estate Management The complaint is about the landlord’s response to: The resident’s reports of various repairs namely: A fault with a dimmer … 22 Mar 2022 Partial Maladministration Southern Housing Group Limited (202007717) Case 202007717 · Financial The complaint is about the landlord’s response to the resident’s concerns about: delays to information relating to the increased electricity … 21 Mar 2022 Maladministration Brockley Tenants Co-operative Limited (202102834) Case 202102834 · Old Property Condition migrated-2025 REPORT COMPLAINT 202102834 Brockley Tenants Co-operative Limited 21 March 2022 Our approach The Housing Ombudsman’s approach to investigating and determining … 21 Mar 2022 No Maladministration Catalyst Housing Limited (202112779) Case 202112779 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of a leak from his roof. 21 Mar 2022 Partial Maladministration Clarion Housing Association Limited (202102770) Case 202102770 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of the resident’s: Concerns about the landlord’s estate management including: Maintenance of the … 21 Mar 2022 Maladministration Hammersmith and Fulham Council (202104254) Case 202104254 · Managing Relations The complaint is about the landlord’s handling of repairs to the property. The Ombudsman has also considered the landlord’s complaint … 21 Mar 2022 Maladministration Haringey Council (201909345) Case 201909345 · Managing Relations The complaint is about the landlord’s handling of: the resident’s reports concerning a water leak from the property above. the … 21 Mar 2022 Partial Maladministration Metropolitan Housing Trust Limited (202105422) Case 202105422 · Financial The complaint is about: The landlord's handling of repairs to resolve damp and mould in the property. The landlord’s handling … 21 Mar 2022 No Maladministration Runnymede Borough Council (202102366) Case 202102366 · Old Property Condition migrated-2025 This complaint is about the landlord's decision to refuse the resident’s request for a stairlift in her property. 21 Mar 2022 No Maladministration Vivid Housing Limited (202013379) Case 202013379 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the residents’ reports of anti-social behaviour (ASB) including noise nuisance. Handling of … 19 Mar 2022 Reasonable Redress Thirteen Housing Group Limited (202102442) Case 202102442 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of an operative causing damage to his property. 18 Mar 2022 Maladministration Birmingham City Council (202011501) Case 202011501 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of a request for a replacement kitchen. The Ombudsman has also considered the … 18 Mar 2022 Maladministration Birmingham City Council (202107243) Case 202107243 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports that a communal pipe was leaking into her bathroom. … 18 Mar 2022 No Maladministration Bristol City Council (202101833) Case 202101833 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) by a neighbour. 18 Mar 2022 Maladministration Clarion Housing Association Limited (202105446) Case 202105446 · Financial This complaint is about the landlord’s response to the resident’s request for information about his service charges, and its handling … 18 Mar 2022 Reasonable Redress Cobalt Housing Limited (202102557) Case 202102557 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s Right to Buy (RTB) application, including the valuation of the … 18 Mar 2022 Partial Maladministration Dolphin Living Limited (202107992) Case 202107992 · Managing Relations The complaint is about the landlord’s handling of: The resident’s request to extend her tenancy. The associated complaint. 18 Mar 2022 Partial Maladministration Hyde Housing Association Limited (202006710) Case 202006710 · Information and data management The complaint is regarding: The landlord’s handling of the resident’s management transfer request. The landlord’s handling of the resident’s complaint … 18 Mar 2022 Reasonable Redress Islington Council (202105550) Case 202105550 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of reports of noise disturbance and anti-social behaviour. 18 Mar 2022 Outside Jurisdiction Leeds City Council (202101237) Case 202101237 · Old Tenants Behaviour categories The complaint concerns the landlord’s handling of the resident’s reports of: An unauthorised occupant at a neighbouring property Antisocial behaviour 18 Mar 2022 Maladministration Royal Borough Of Greenwich (202012334) Case 202012334 · Managing Relations This complaint is about: the level of redress the landlord offered in respect of its acknowledged delays and failures while … 18 Mar 2022 No Maladministration Sanctuary Housing Association (202105161) Case 202105161 · Managing Relations The complaint is about: The level of compensation offered by the landlord following the resident's report of a leak. The …