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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

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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 1,976 of 16,595 decisions

Decisions

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30 Mar 2021 Partial Maladministration One Housing Group (202012573) Case 202012573 · Estate Management The complaint is about: the landlord’s decision not to remove a tree. The delay in the landlord’s response to the … 30 Mar 2021 Maladministration Orbit Group Limited (201906190) Case 201906190 · Managing Relations REPORT COMPLAINT 201906190 Orbit Group Limited 30 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 30 Mar 2021 Reasonable Redress Royal Borough of Kensington and Chelsea (202009234) Case 202009234 · Local Authority / ALMO or TMO This complaint is about: The landlord’s response to the resident’s reports of noise transference from neighbouring flats. The landlord’s handling … 30 Mar 2021 Partial Maladministration Southern Housing Group Limited (201915218) Case 201915218 · Old Charges categories The resident complains about: How the landlord handled the administration of her rent account, specifically, its decision to issue a … 30 Mar 2021 No Maladministration Waltham Forest Council (202006852) Case 202006852 REPORT COMPLAINT 202006852 Waltham Forest Council 30 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 30 Mar 2021 No Maladministration Watford Community Housing Trust (202008650) Case 202008650 · Old Tenants Behaviour categories This complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours (Ms Y … 29 Mar 2021 Maladministration Catalyst Housing Limited (202003309) Case 202003309 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s request to provide form EWS1 for the building which the … 29 Mar 2021 No Maladministration Community Gateway Association Limited (202002560) Case 202002560 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Handling of the annual gas safety inspection at the resident’s property during the Covid-19 … 29 Mar 2021 Maladministration Great Places Housing Group Limited (201913746) Case 201913746 The complaint is about the landlord’s handling of the resident’s: reports of noise nuisance; associated formal complaint. 29 Mar 2021 No Maladministration Haringey Council (202005551) Case 202005551 REPORT COMPLAINT 202005551 Haringey Council 29 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 29 Mar 2021 Reasonable Redress Karbon Homes Limited (201906063) Case 201906063 · ASB/Abuse/Nuisance The complaint is about the landlord’s: response to the resident's reports of noise transference handling of the associated complaint. 29 Mar 2021 No Maladministration London & Quadrant Housing Trust (202000937) Case 202000937 · Old Outside HOS Jurisdiction categories The complaint is about the landlord’s response to the resident’s requests about: Additional security, lighting and CCTV following a burglary. … 29 Mar 2021 Maladministration Midland Heart Limited (202000360) Case 202000360 · Old Property Condition migrated-2025 The complaint concerns the level of compensation offered to the resident following his reports of a pest infestation in his … 29 Mar 2021 No Maladministration North Tyneside Council (201915018) Case 201915018 · Local Authority / ALMO or TMO This complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). 29 Mar 2021 Mediation Orbit Group Limited (201912684) Case 201912684 The resident complained about the level of compensation the landlord offered in relation to its handling of repair works. 29 Mar 2021 Reasonable Redress Peabody Trust 2018 (202001588) Case 202001588 · Old Property Condition migrated-2025 The resident has complained that the landlord has offered insufficient compensation following a large leak and extensive, long term follow … 29 Mar 2021 No Maladministration Peabody Trust 2018 (202007451) Case 202007451 · Policy Review The complaint is about the landlord’s decision to not carry out additional repairs to a bike shed door. 28 Mar 2021 Partial Maladministration Clarion Housing Association Limited (202000626) Case 202000626 · Financial The resident has complained that: The landlord took too long to complete repairs to the roof. The landlord had not … 28 Mar 2021 No Maladministration Cotman Housing Association Limited (201914754) Case 201914754 · Financial In their form and email to the Housing Ombudsman Service, the resident has complained: The landlord has not compensated the … 26 Mar 2021 Reasonable Redress A2Dominion Housing Group Limited (201914932) Case 201914932 This complaint is about the landlord’s handling of: repairs to the resident’s kitchen; the related complaint. 26 Mar 2021 No Maladministration Orbit Group Limited (202002942) Case 202002942 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling. 26 Mar 2021 Reasonable Redress Peabody Trust (201904945) Case 201904945 · Old Property Condition categories The complaint refers to the landlord’s: handling of proposed upgrades to the resident’s property, complaint handling. 26 Mar 2021 Reasonable Redress Sanctuary Housing Association (202009170) Case 202009170 · Staff Training The complaint is about the landlord’s: response to the resident’s reports of disrepair to the external fascia on her property; … 25 Mar 2021 Maladministration Anchor Hanover Group (202008755) Case 202008755 · Old Property Condition categories The resident’s complaint is about the landlord’s response to his reports of leaks to the flat roof and dormer window. … 25 Mar 2021 Maladministration Birmingham City Council (202007242) Case 202007242 · Old Property Condition migrated-2025 The resident’s complaint is about the landlord’s response to her reports of a roof leak. This Service has also investigated … 25 Mar 2021 Reasonable Redress Cambridge City Council (202009399) Case 202009399 · Local Authority / ALMO or TMO The complaint is about the landlord’s application of its abandonment process to the resident. 25 Mar 2021 No Maladministration Cross Keys Homes Limited (202003275) Case 202003275 · Financial This complaint is about the landlord’s response to the resident’s concerns regarding the following issues: The compensation offered for belongings … 25 Mar 2021 Partial Maladministration Leeds City Council (201909241) Case 201909241 The complaint is about the landlord’s: handling of repairs to remedy damp in the resident’s property, response to the resident’s … 25 Mar 2021 No Maladministration Leeds City Council (202000707) Case 202000707 · Local Authority / ALMO or TMO This complaint is about the landlord’s response to the resident’s concerns about asbestos at her property. 25 Mar 2021 No Maladministration Network Homes Limited (202007379) Case 202007379 · Old Tenants Behaviour categories The complaint concerns the landlord’s handling of the resident’s reports of noise coming from neighbouring properties. 25 Mar 2021 No Maladministration Peabody Trust 2018 (202004640) Case 202004640 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s request for repairs to her door, oven, and balcony. 24 Mar 2021 No Maladministration Birmingham City Council (202009260) Case 202009260 · Local Authority / ALMO or TMO The complaint is about the landlord's response to the resident's request to replace the kitchen. 24 Mar 2021 No Maladministration Hammersmith and Fulham Council (202008846) Case 202008846 · Local Authority / ALMO or TMO The complaint is about: The landlord’s handling of repairs due to leaks which affected the leasehold property. The level of … 24 Mar 2021 No Maladministration Poole Housing Partnership Ltd (202001799) Case 202001799 · Old Property Condition categories The complaint is regarding the landlord’s handling of: The resident’s reports of damp and mould and other repairs required in … 24 Mar 2021 No Maladministration Red Kite Community Housing Limited (201915237) Case 201915237 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to concerns raised by the resident about: The upgrade works to the heating … 24 Mar 2021 Maladministration Sandwell Metropolitan Borough Council (201906786) Case 201906786 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB). Complaint handling. 23 Mar 2021 Maladministration East Devon District Council (202008910) Case 202008910 · Old Home Ownership Issues (not new build) categories The complaint is about the landlord’s handling of the resident’s reports of cigarette smoke infiltrating into her property from a … 23 Mar 2021 Partial Maladministration South Tyneside Homes (201908131) Case 201908131 · Managing Relations REPORT COMPLAINT 201908131 South Tyneside Homes 23 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 23 Mar 2021 No Maladministration Walsall Housing Group Limited (202000914) Case 202000914 · Estate Management The complaint is about the landlords handling of: The resident's request to be rehoused, following the birth of her children. … 22 Mar 2021 No Maladministration East Midlands Housing Group Limited (201913963) Case 201913963 · Managing Relations The complaint is about the landlord’s: Handling of repairs to the soffit and fascia boards, guttering and alteration work to … 22 Mar 2021 Reasonable Redress Gentoo Group Limited (202006624) Case 202006624 The complaint is about the landlord’s offer of compensation in relation to the resident’s reports of: a gas leak at … 22 Mar 2021 No Maladministration Leeds City Council (202007155) Case 202007155 The complaint concerns the landlord’s decision to not reimburse the resident for the costs incurred when carrying out improvement works … 22 Mar 2021 Partial Maladministration London & Quadrant H T (201912314) Case 201912314 · Managing Relations This complaint is about the landlord’s handling of: repairs to the resident’s home; the related complaint. 22 Mar 2021 Maladministration Notting Hill Home Ownership Limited (202001957) Case 202001957 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: reports of a leak from his roof; associated formal complaint. 22 Mar 2021 Maladministration Southwark Council (202004554) Case 202004554 · Leaseholder The complaint is about the landlord’s handling of: The resident’s reports of leaks from the water tanks and the damage … 22 Mar 2021 Maladministration Southwark Council (202005132) Case 202005132 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s request to have a television aerial socket installed in her … 22 Mar 2021 No Maladministration Waltham Forest Council (202000574) Case 202000574 · Local Authority / ALMO or TMO The complaint concerns the landlord’s handling of the resident’s reports of water leaks from the properties above hers. 22 Mar 2021 No Maladministration Waltham Forest Council (202005257) Case 202005257 REPORT COMPLAINT 202005257 Waltham Forest Council 22 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 20 Mar 2021 No Maladministration Incommunities Limited (202011217) Case 202011217 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s request to have mixer taps fitted to her kitchen and … 19 Mar 2021 Maladministration Jigsaw Homes Group Limited (202007735) Case 202007735 · Old Tenants Behaviour categories The complaint is about how the landlord responded to the resident’s reports of noise nuisance and antisocial behaviour (ASB).