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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

2026 2025 2024 2023 2022 2021 2020 2019

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
19 Aug 2021 Partial Maladministration Southern Housing Group Limited (201916044) Case 201916044 · Estate Management The resident has complained about: The quality of the services provided through the service charges at their sheltered housing scheme. … 19 Aug 2021 Maladministration Sovereign Housing Association Limited (202010817) Case 202010817 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of an erection of a gate and her reports … 19 Aug 2021 Maladministration Uttlesford District Council (202005573) Case 202005573 · Local Authority / ALMO or TMO The complaint is about: The landlord’s handling of a boundary hedge maintenance dispute. The landlord’s associated complaint handling. 19 Aug 2021 Outside Jurisdiction Westminster Community Homes Limited (202101251) Case 202101251 · Financial The complaint is about the resident’s requests for compensation from the landlord for excessive energy costs since the start of … 18 Aug 2021 No Maladministration Cambridge City Council (202010402) Case 202010402 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s: request for a housing transfer; reports of antisocial behaviour (ASB). 18 Aug 2021 Maladministration Christian Action (Enfield) Housing Association Limited (202103069) Case 202103069 · Estate Management The complaint refers to: The landlord’s handling of repairs needed to the guttering outside the resident’s property and internal works … 18 Aug 2021 Partial Maladministration Citizen Housing (202004238) Case 202004238 · Financial REPORT COMPLAINT 202004238 Citizen Housing 18 August 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 18 Aug 2021 No Maladministration East Devon District Council (202011449) Case 202011449 · Local Authority / ALMO or TMO The complaint concerns: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbour. The landlord’s handling … 18 Aug 2021 Outside Jurisdiction Trafford Housing Trust Limited (202106952) Case 202106952 · Financial The complaint concerns the resident’s liability to pay Trustcare charges. 17 Aug 2021 No Maladministration Believe Housing Limited (202000694) Case 202000694 · Financial The resident complains about: The landlord’s failure to respond to an email about a rent payment. The landlord’s handling of … 17 Aug 2021 No Maladministration Clarion Housing Association Limited (202106023) Case 202106023 · Estate Management REPORT COMPLAINT 202106023 Clarion Housing Association Limited 16 August 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 17 Aug 2021 Reasonable Redress Hyde Housing Association Limited (202015762) Case 202015762 · Old Property Condition migrated-2025 REPORT COMPLAINT 202015762 Hyde Housing Association Limited 17 August 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining … 17 Aug 2021 Outside Jurisdiction Notting Hill Genesis (202007768) Case 202007768 · Financial The residents complain about: How the landlord managed the replacement of the communal boiler in the building, including: How it … 17 Aug 2021 Partial Maladministration Paragon Asra Housing Limited (202008126) Case 202008126 · Managing Relations The complaint was about: The landlord’s response to the resident’s report of a leak into her property. The landlord’s complaint … 17 Aug 2021 Partial Maladministration Peabody Trust (201905045) Case 201905045 · Estate Management This complaint is about the landlord’s response to: The resident’s reports of leaks from the roof of his property. The … 17 Aug 2021 No Maladministration Selby District Council (202002870) Case 202002870 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s concerns about a lack of lintels at the property, and … 17 Aug 2021 Mediation Torus62 Limited (202004876) Case 202004876 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: Repairs to mould growth; Repairs to a leak from the kitchen sink; … 16 Aug 2021 Outside Jurisdiction London Borough of Hackney (202012859) Case 202012859 · Local Authority / ALMO or TMO REPORT COMPLAINT 202012859 Hackney Council 16 August 2021 Our approach What we can and cannot consider is called the Ombudsman’s … 16 Aug 2021 Partial Maladministration Network Homes Limited (202013531) Case 202013531 · Estate Management The complaint is about the landlord’s: Handling of parking bay allocations. Complaint handling. 16 Aug 2021 No Maladministration Newlon Housing Trust (202009177) Case 202009177 · Moving/Buying/Selling Home The complaint is about the landlord’s decision to decant (move) the resident from her current property to an alternative property … 16 Aug 2021 Partial Maladministration The Riverside Group Limited (202013015) Case 202013015 · Managing Relations The complaint concerns how the landlord handled: The resident’s request to move property. The resident’s concerns about its staff members … 15 Aug 2021 Outside Jurisdiction Leeds City Council (202101985) Case 202101985 · Local Authority / ALMO or TMO The complaint concerns liability to pay service charges for heating. 13 Aug 2021 Partial Maladministration Hyde Housing Association Limited (202017292) Case 202017292 · Managing Relations REPORT COMPLAINT 202017292 Hyde Housing Association Limited 10 August 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining … 13 Aug 2021 Maladministration London & Quadrant Housing Trust (202013618) Case 202013618 · Estate Management The complaint is about the landlord’s: Response to the resident’s concerns that it removed her bikes from the bike shed … 13 Aug 2021 Reasonable Redress Newham Council (202002208) Case 202002208 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s request for information following a Tenants and Leaseholder Forum and … 13 Aug 2021 Partial Maladministration Optivo (202010922) Case 202010922 · Financial The complaint is about the landlord’s response to the resident’s reports about: the tenancy agreement containing additional terms to a … 13 Aug 2021 Reasonable Redress The Guinness Partnership Limited (202009533) Case 202009533 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident about kitchen doors, a washing machine not being reconnected, a … 12 Aug 2021 Partial Maladministration Camden Council (202001280) Case 202001280 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s: Reports of noise and vibrations from the pipework in the … 12 Aug 2021 Outside Jurisdiction Hyde Housing Association Limited (202008966) Case 202008966 · Financial The complaint is about the level and reasonableness of service charges at the property, including, and in particular, in relation … 12 Aug 2021 Partial Maladministration Metropolitan Housing Trust Limited (202010783) Case 202010783 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s concerns that its contractors had not adhered to Covid-19 safety … 12 Aug 2021 No Maladministration Onward Homes Limited (202016955) Case 202016955 · Managing Relations The complaint is about the landlord’s response to the resident’s report of the behaviour of its staff during an inspection … 12 Aug 2021 Reasonable Redress Optivo (202014196) Case 202014196 · Old Property Condition migrated-2025 The complaint concerns the amount of time taken by the landlord to complete repair works to the resident’s bathroom. 12 Aug 2021 No Maladministration Peabody Trust (202102862) Case 202102862 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s complaint about his housing transfer application. 12 Aug 2021 Maladministration Southwark Council (202013386) Case 202013386 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s reports of no heating or hot water in the property … 12 Aug 2021 Reasonable Redress West Kent Housing Association (202102527) Case 202102527 · Old Property Condition migrated-2025 This complaint is about the landlord’s response to the resident’s concerns about the standard of paintwork to the back door. 11 Aug 2021 Partial Maladministration Camden Council (202005428) Case 202005428 · Local Authority / ALMO or TMO REPORT COMPLAINT 202005428 Camden Council 11 August 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 11 Aug 2021 No Maladministration Clarion Housing Association Limited (201904933) Case 201904933 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled repairs to fix water leaks in the property. 11 Aug 2021 Partial Maladministration Midland Heart Limited (202011784) Case 202011784 · Financial REPORT COMPLAINT 202011784 Midland Heart Limited 21 December 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 11 Aug 2021 Maladministration Ongo Homes Limited (202104050) Case 202104050 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of rat infestations at the property. The complaint is … 10 Aug 2021 Outside Jurisdiction Anchor Hanover Group (202105225) Case 202105225 · Financial The complaint is about the resident’s concerns regarding the costs of the catering service provided within his accommodation. 10 Aug 2021 Outside Jurisdiction Charnwood Borough Council (202017121) Case 202017121 · Local Authority / ALMO or TMO The complaint is about the Council’s handling of a Right to Buy (RTB) application; including its failure to disclose the … 10 Aug 2021 Partial Maladministration Clarion Housing Association Limited (202007620) Case 202007620 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) from their neighbour. The type … 10 Aug 2021 Maladministration Golding Homes Limited (202002016) Case 202002016 · ASB/Abuse/Nuisance REPORT COMPLAINT 202002016 Golding Homes Limited 10 August 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 10 Aug 2021 Outside Jurisdiction London & Quadrant Housing Trust (201800178) Case 201800178 · Old Property Condition migrated-2025 The resident is complaining about the landlord’s handling of repairs in their property. 10 Aug 2021 No Maladministration Network Homes Limited (202016051) Case 202016051 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of mice in her walls. 9 Aug 2021 Maladministration Birmingham City Council (202006454) Case 202006454 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s concerns about asbestos containing materials at his property and related … 9 Aug 2021 Maladministration Camden Council (201909725) Case 201909725 · Local Authority / ALMO or TMO The complaint is about the landlord’s: 9 Aug 2021 No Maladministration Gravesham Borough Council (202014010) Case 202014010 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of: Mould and damp at the property. The landlord’s … 9 Aug 2021 Maladministration Harlow District Council (202011433) Case 202011433 · Managing Relations The complaint is about: The landlord’s response to the resident’s report of mould and damp in the property. Complaint handling. 9 Aug 2021 No Maladministration Home Group Limited (202006423) Case 202006423 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports about: