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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
27 Aug 2021 No Maladministration Paradigm Housing Group Limited (202017400) Case 202017400 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of repair issues with cracks in his walls and … 27 Aug 2021 Reasonable Redress Peabody Trust 2018 (202006390) Case 202006390 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of various repairs required to her property. The complaint … 27 Aug 2021 No Maladministration Rotherham Metropolitan Borough Council (202008393) Case 202008393 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of: Structural issues within the property. Drainage issues on the property. Repairs to … 27 Aug 2021 Reasonable Redress Sanctuary Housing Association (201914140) Case 201914140 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: Repairs to the resident’s front door. Repairs to the resident’s washing machine. … 26 Aug 2021 No Maladministration Abri Group Limited (202012122) Case 202012122 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of: A silverfish infestation. Boiler repairs and a bathroom … 26 Aug 2021 Reasonable Redress Metropolitan Housing Trust Limited (202014439) Case 202014439 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of leaks in the heating system in his property. … 26 Aug 2021 Maladministration Metropolitan Housing Trust Limited (202014736) Case 202014736 · Financial The resident complained about the landlord’s response to her complaint about her service charge for 2018/19 and in particular its … 26 Aug 2021 Reasonable Redress Metropolitan Housing Trust Limited (202104657) Case 202104657 · Managing Relations The complaint is about: The landlord’s handling of the administration of the resident’s rent account. The landlord’s handling of the … 26 Aug 2021 Partial Maladministration Onward Homes Limited (202010926) Case 202010926 · Old Property Condition migrated-2025 The resident complains about: How the landlord handled repairs needed at the property, primarily to address damp and mould, from … 26 Aug 2021 Partial Maladministration Onward Homes Limited (202013067) Case 202013067 · Managing Relations The complaint concerns: How the landlord handled the resident’s reports of repairs to the property. The quality of the completed … 26 Aug 2021 Reasonable Redress Sanctuary Housing Association (202015763) Case 202015763 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of repairs to adaptations at the resident’s property. 26 Aug 2021 Partial Maladministration Selby District Council (202100356) Case 202100356 · 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 … 26 Aug 2021 Outside Jurisdiction Southern Housing Group Limited (202016172) Case 202016172 · Information and data management The complaint is about the landlord’s response to the resident’s reports of a data breach. 26 Aug 2021 Reasonable Redress Thrive Homes Limited (202100890) Case 202100890 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s kitchen refurbishment and the compensation it offered. 25 Aug 2021 Outside Jurisdiction Bernicia Group (202106739) Case 202106739 · Financial The complaint is about the level of rent. 25 Aug 2021 Partial Maladministration Bristol City Council (202009132) Case 202009132 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Response to the resident’s concerns about anti-social behaviour (ASB). Handling of the replacement of … 25 Aug 2021 Outside Jurisdiction Estuary Housing Association Limited (202107783) Case 202107783 · Financial The complaint is about the landlord’s response to the resident’s request for compensation for an injury. 25 Aug 2021 No Maladministration Haringey Council (202104095) Case 202104095 · Old Property Condition migrated-2025 The complaint is about the landlord’s request for the resident to remove the security gate/grill from her front door. 25 Aug 2021 Mediation Leeds City Council (202015686) Case 202015686 · Local Authority / ALMO or TMO The complaint concerns the landlord’s handling of repairs to the shed. 25 Aug 2021 Partial Maladministration Midland Heart Limited (202012874) Case 202012874 · Financial The complaint is about: The landlord charging the resident rent for a property he is not living in. The landlord’s … 25 Aug 2021 No Maladministration Sovereign Housing Association Limited (202007515) Case 202007515 · Information and data management The complaint is about the landlord’s: Handling of the resident’s request for the data it held about him. Response to … 25 Aug 2021 Partial Maladministration Vivid Housing Limited (202005530) Case 202005530 · Estate Management The complaint is about the landlord's: response to the resident’s reports of defects at the property, response to the resident’s … 25 Aug 2021 Outside Jurisdiction Waltham Forest Council (202103705) Case 202103705 · Local Authority / ALMO or TMO The complaint is about the landlord’s decision to decline a request for reimbursement of costs for fencing works. 25 Aug 2021 Partial Maladministration Wandsworth Council (202010348) Case 202010348 · Financial The complaint is about: The landlord’s handling of the resident’s complaint in 2020 about outstanding repairs. The resident’s dispute of … 24 Aug 2021 No Maladministration Birmingham City Council (202011984) Case 202011984 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of blocked toilets. 24 Aug 2021 Mediation Clarion Housing Association Limited (202100303) Case 202100303 · Old Property Condition migrated-2025 The landlord’s response to the resident’s reports of reoccurring roof leak. 24 Aug 2021 No Maladministration Connexus Homes Limited (202007836) Case 202007836 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s tenancy sign-up. 24 Aug 2021 No Maladministration Croydon Council (202012506) Case 202012506 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of: Anti-social behaviour (ASB) at the property. The condition … 24 Aug 2021 Outside Jurisdiction Newlon Housing Trust (202108218) Case 202108218 · Occupancy Rights The complaint concerns the landlord's response to the resident’s request to amend the terms of their tenancy concerning succession rights. 24 Aug 2021 Mediation Sanctuary Housing Association (202104708) Case 202104708 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of repairs to the resident’s kitchen and bathroom. The level of compensation offered … 23 Aug 2021 Partial Maladministration Clarion Housing Association Limited (202102565) Case 202102565 · Managing Relations The complaint is about the landlord’s: handling of the resident’s request for repairs to his bedroom radiator. associated complaint handling. 23 Aug 2021 Reasonable Redress Cottsway Housing Association Limited (202002051) Case 202002051 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of the resident’s reports of mould growth in his property. 23 Aug 2021 Maladministration Hyde Housing Association Limited (202100704) Case 202100704 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s concerns over the heating system in his property. 23 Aug 2021 Partial Maladministration Onward Homes Limited (202009646) Case 202009646 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s concerns that it had failed to complete recommendations following fire … 23 Aug 2021 Maladministration Optivo (201914273) Case 201914273 · Managing Relations The complaint refers to: 23 Aug 2021 Partial Maladministration Southwark Council (202010225) Case 202010225 · Local Authority / ALMO or TMO The complaint is regarding: The landlord’s response to the resident’s reports of damage caused to his kitchen ceiling and its … 20 Aug 2021 Partial Maladministration Abri Group Limited (202102258) Case 202102258 · Managing Relations The complaint concerns: The landlord’s banding and priority allocation in respect of the resident’s housing need and request for a … 20 Aug 2021 Partial Maladministration Hyde Housing Association Limited (202009776) Case 202009776 · Financial The complaint is about: The landlord’s handling of cladding remediation works including how long the works have taken to complete, … 20 Aug 2021 Maladministration London & Quadrant Housing Trust (202007527) Case 202007527 · Managing Relations The complaint is about: the landlord's response to the resident’s reports of cracks and subsidence at the property and the … 20 Aug 2021 No Maladministration Notting Hill Genesis (201905832) Case 201905832 · Managing Relations The complaint is about the landlord’s: response to the resident’s request that it assign full ownership of the property to … 19 Aug 2021 Maladministration A2Dominion Housing Group Limited (202001273) Case 202001273 · Managing Relations The complaint is about the landlord’s response to the resident’s complaint about: Its handling of the resident’s decant. The quality … 19 Aug 2021 Maladministration Brent Council (201811888) Case 201811888 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports and complaints about costs and charges she incurred from … 19 Aug 2021 Partial Maladministration Cambridge City Council (202010811) Case 202010811 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of: repairs at the resident’s property. the resident’s request for an adaptation to … 19 Aug 2021 Partial Maladministration Guinness Housing Association Limited (202103874) Case 202103874 · Managing Relations REPORT COMPLAINT 202103874 Guinness Housing Association Limited 19 August 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 19 Aug 2021 Mediation Hammersmith and Fulham Council (202007623) Case 202007623 · Local Authority / ALMO or TMO REPORT COMPLAINT 202007623 Hammersmith and Fulham Council 19 August 2021 Our approach Under our early resolution process, the Ombudsman works … 19 Aug 2021 No Maladministration ‘Johnnie’ Johnson Housing Trust Limited (202011944) Case 202011944 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s request that it install extractor fans in the resident’s bungalow … 19 Aug 2021 Maladministration Lambeth Council (202104328) Case 202104328 · Local Authority / ALMO or TMO The complaint is about: The landlord’s communication to the resident about the annual gas safety check at her property. The … 19 Aug 2021 Partial Maladministration Onward Homes Limited (202105328) Case 202105328 · Old Property Condition migrated-2025 The complaint is about the: Landlord’s handling of repairs to the resident’s kitchen. Information provided to the resident about when … 19 Aug 2021 No Maladministration Orbit Group Limited (202007513) Case 202007513 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB). 19 Aug 2021 No Maladministration Sanctuary Housing Association (202005281) Case 202005281 · Estate Management The complaint concerns how the landlord handled the resident’s: