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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

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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
20 Sep 2021 No Maladministration Torus62 Limited (202016458) Case 202016458 · ASB/Abuse/Nuisance The complaint concerns how the landlord: Responded to the resident’s report of antisocial behaviour (ASB). Managed its correspondence with the … 20 Sep 2021 No Maladministration Wandsworth Council (202013932) Case 202013932 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s concerns about the installation of a children’s play area outside … 17 Sep 2021 Partial Maladministration Abri Group Limited (202004696) Case 202004696 · Estate Management The complaint is about the landlord’s handling of the resident’s reports about the communal lift in the building. This investigation … 17 Sep 2021 Outside Jurisdiction Camden Council (202102563) Case 202102563 · Local Authority / ALMO or TMO REPORT COMPLAINT 202102563 Camden Council 17 September 2021 Our approach What we can and cannot consider is called the Ombudsman’s … 17 Sep 2021 Maladministration Home Group Limited (202016837) Case 202016837 · Managing Relations The complaint is about the landlord’s response to the resident’s reports about the external doors to the property. The landlord’s … 17 Sep 2021 Outside Jurisdiction Platform Housing Group Limited (202105359) Case 202105359 · Occupancy Rights The complaint is about the landlord’s handling of the residents’ end of tenancy notification. 17 Sep 2021 No Maladministration Six Town Housing Limited (202104733) Case 202104733 · Financial The complaint is about: The level of rent charged by the landlord to the resident based on the number of … 16 Sep 2021 Partial Maladministration Arcon Housing Association Limited (202001719) Case 202001719 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s concerns … 16 Sep 2021 Maladministration Islington Council (202015622) Case 202015622 · Local Authority / ALMO or TMO The resident complains about the landlord’s handling of her reports of damp and leaks at her property, and its response … 16 Sep 2021 Reasonable Redress London & Quadrant Housing Trust (202102187) Case 202102187 · Old Property Condition migrated-2025 The complaint is about the level of compensation the landlord offered the resident for repair delays. 16 Sep 2021 Mediation Peabody Trust (202016383) Case 202016383 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of the resident’s reports of a leak, damp smell, blocked kitchen sink and … 16 Sep 2021 Partial Maladministration Thames Valley Housing Association Limited (202013361) Case 202013361 · Managing Relations The complaint is about the landlord’s: Handling of the residents’ reports of a leak at the property. Complaint handling. 16 Sep 2021 Outside Jurisdiction The Guinness Partnership Limited (202104385) Case 202104385 · Managing Relations The resident complained about landlord’s management of a deceased neighbour’s property. 15 Sep 2021 No Maladministration Fareham Borough Council (202016061) Case 202016061 · Local Authority / ALMO or TMO This complaint is about the landlord’s handling of the resident’s reports of overgrown hedges from a neighbouring property. 15 Sep 2021 Maladministration Hyde Housing Association Limited (202007775) Case 202007775 · Managing Relations The complaint is about the landlord's: Decision to restrict the resident's communication to a single point of contact (SPOC). Response … 15 Sep 2021 Partial Maladministration Lambeth Council (202011261) Case 202011261 · Local Authority / ALMO or TMO The complaint concerns: The landlord’s handling of the resident’s concerns around the safety of electrical works carried out in September … 15 Sep 2021 Outside Jurisdiction Lincolnshire Housing Partnership Limited (202102815) Case 202102815 · Financial The complaint is about the level of rent. 15 Sep 2021 Partial Maladministration London & Quadrant Housing Trust (202105179) Case 202105179 · Managing Relations The complaint is about the landlord’s handling of: repairs to the resident’s rear door and stairway handrail. the resident’s request … 15 Sep 2021 Outside Jurisdiction Norwich City Council (202015236) Case 202015236 · Local Authority / ALMO or TMO The complaint is about service charges for sheltered housing support and alarm costs 15 Sep 2021 Partial Maladministration Optivo (202006063) Case 202006063 · Information and data management The complaint is about the landlord’s: Handling of the end of the resident’s tenancy following her death. Requests to speak … 15 Sep 2021 Maladministration Pine Court Housing Association Limited (202016974) Case 202016974 · Managing Relations The complaint concerns the landlord’s handling of the resident’s complaint about her housing transfer, antisocial behaviour, and customer service. 15 Sep 2021 Reasonable Redress The Guinness Partnership Limited (202016448) Case 202016448 · Financial The complaint is about the landlord’s response to the resident’s reports that a contractor had damaged his vacuum cleaner beyond … 15 Sep 2021 Outside Jurisdiction Tower Hamlets Council (202102251) Case 202102251 · Financial The complaint is about the Council’s handling of the resident’s application for housing, and its handling of the resident’s queries … 15 Sep 2021 Maladministration Westminster City Council (202009817) Case 202009817 · Local Authority / ALMO or TMO The resident complains about the landlord’s response to her claim for a discretionary disturbance payment, and her subsequent formal complaint … 15 Sep 2021 Reasonable Redress Westminster City Council (202100773) Case 202100773 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the leaseholder’s request for repairs to his toilet and the level of … 13 Sep 2021 Maladministration Anchor Hanover Group (202101483) Case 202101483 · Old Property Condition migrated-2025 REPORT COMPLAINT 202101483 Anchor Hanover Group 9 September 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 13 Sep 2021 Reasonable Redress London & Quadrant Housing Trust (202103724) Case 202103724 · Moving/Buying/Selling Home The complaint is about the time taken for the landlord to inform the resident that a potential buyer had pulled … 13 Sep 2021 Partial Maladministration Newlon Housing Trust (202100887) Case 202100887 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s request for an EWS1 form and works start dates. Response … 13 Sep 2021 No Maladministration Wandle Housing Association Limited (202004305) Case 202004305 · Financial The complaint is about the landlord’s: Response to the resident’s concerns regarding the administration of service charges. Response to the … 13 Sep 2021 Reasonable Redress Westminster City Council (201810206) Case 201810206 · Managing Relations The complaint was about the landlord's handling of the resident's: Reports of leaks in the property. Reports about a blocked … 11 Sep 2021 Outside Jurisdiction North East Derbyshire District Council (201911894) Case 201911894 · Local Authority / ALMO or TMO It has been difficult to engage with the resident to clarify the issues which they wish to bring as part … 10 Sep 2021 Partial Maladministration Clarion Housing Association Limited (202001457) Case 202001457 · Financial The complaint is about: The level and reasonableness of the service charge. The landlord’s response to the resident’s enquiries about … 10 Sep 2021 No Maladministration London & Quadrant Housing Trust (L&Q) (202012737) Case 202012737 · Old Property Condition migrated-2025 The complaint concerns the landlord’s response to the resident’s requests for it to replace her poorly performing heating system. 10 Sep 2021 Partial Maladministration Origin Housing Limited (201904893) Case 201904893 · Estate Management This complaint is about the landlord’s handling of: a consultation with residents prior to the introduction of a parking control … 9 Sep 2021 Mediation Clarion Housing Association Limited (202101071) Case 202101071 · Old Property Condition migrated-2025 The complaint is about the landlord’s decision not to repair or replace a front fence at the resident’s property. 9 Sep 2021 Mediation Hammersmith and Fulham Council (202108851) Case 202108851 · Local Authority / ALMO or TMO The complaint is about the length of time taken to carry out repairs. 9 Sep 2021 Outside Jurisdiction LiveWest Homes Limited (202016064) Case 202016064 · Occupancy Rights The complaint concerns the resident’s request for the landlord to change the classification of the property from a three bedroom … 9 Sep 2021 Maladministration Metropolitan Housing Trust Limited (202007353) Case 202007353 · Estate Management The complaint is about the landlord’s response to the resident’s: request to repair the door-shutting mechanism to a communal door. … 9 Sep 2021 Maladministration Midland Heart Limited (202107053) Case 202107053 · Managing Relations The resident complains about the landlord’s handling of his Voluntary Right to Buy (VRtB) application, and its response to his … 9 Sep 2021 Maladministration One Housing Group Limited (202103557) Case 202103557 · Financial The complaint concerns the landlord’s handling of the resident’s queries relating to her service charges for the year 2016 to … 9 Sep 2021 No Maladministration Orbit Housing Association Limited (202101334) Case 202101334 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of noise nuisance and her request for a management … 9 Sep 2021 No Maladministration Slough Borough Council (202006996) Case 202006996 · Local Authority / ALMO or TMO The complaint is about: The level of compensation offered by the landlord in relation to its handling of roof repairs … 8 Sep 2021 No Maladministration Brent Council (202106027) Case 202106027 · Local Authority / ALMO or TMO The complaint concerns the landlord’s handling of the resident’s reports of cracks in her home. 8 Sep 2021 No Maladministration Home Group Limited (202008992) Case 202008992 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The amount of service charge … 8 Sep 2021 Outside Jurisdiction Midland Heart Limited (202011922) Case 202011922 · Financial The complaint is about the landlord’s response to the resident’s concerns with the level, and standard of work carried out … 8 Sep 2021 Maladministration Sanctuary Housing Association (202007219) Case 202007219 · Old Property Condition migrated-2025 The resident has complained about: The landlord’s handling of repairs to the roof, including the associated damp and mould problems. … 7 Sep 2021 Partial Maladministration Aster Group Limited (202012522) Case 202012522 · Managing Relations The complaint is about: The landlord’s handling of the emergency assistance pull-cord service in the resident’s property. The landlord’s handling … 7 Sep 2021 Reasonable Redress Clarion Housing Association Limited (202104088) Case 202104088 · ASB/Abuse/Nuisance REPORT COMPLAINT 202104088 Clarion Housing Association Limited 5 September 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining … 7 Sep 2021 No Maladministration Home Group Limited (202006473) Case 202006473 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s: reports about maintenance issues at her property, including: mould; electrical … 7 Sep 2021 Maladministration Metropolitan Housing Trust Limited (202104137) Case 202104137 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of the resident’s complaint about incomplete repair work to his balcony.