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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
29 Jun 2021 Outside Jurisdiction Home Group Limited (202009515) Case 202009515 · Managing Relations The complaint is about the landlord’s handling of reports of a leak in the bathroom at the property. 29 Jun 2021 No Maladministration Home Group Limited (202010218) Case 202010218 · Old Property Condition migrated-2025 The complaint concerns: The landlord’s handling of outstanding defects at the property. Breaches of data protection regulations by the landlord. … 29 Jun 2021 Outside Jurisdiction Lewisham Council (201912664) Case 201912664 · Financial This complaint is about the managing agent’s response to the resident’s request that his Thames Water, Watersure Plus, discount be … 29 Jun 2021 Outside Jurisdiction London & Quadrant Housing Trust (202013643) Case 202013643 · Financial The resident has complained about the following issues: That service charges for maintaining and operating a door entry system are … 29 Jun 2021 Mediation Metropolitan Housing Trust Limited (202005851) Case 202005851 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of a leak at the resident’s property. 29 Jun 2021 Reasonable Redress Nottingham City Homes (202012436) Case 202012436 · Local Authority / ALMO or TMO The complaint is about the landlord’s decision to withhold a Responsible Tenant Award 29 Jun 2021 Reasonable Redress Notting Hill Genesis (202009450) Case 202009450 · Estate Management The complaint is about the landlord’s response to the residents’ reports that a neighbour installed a gate that restricted access … 29 Jun 2021 Maladministration One Housing Group Limited (202004807) Case 202004807 · Old Property Condition migrated-2025 The resident has complained about the time taken to investigate and resolve their reports of inadequate water pressure in their … 29 Jun 2021 No Maladministration One Housing Group Limited (202011085) Case 202011085 · Old Property Condition migrated-2025 The complaint is about: The managing agent’s response to the resident’s reports of defects in the property including issues with … 29 Jun 2021 No Maladministration Sanctuary Housing Association (202016320) Case 202016320 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of mould in her property. 29 Jun 2021 No Maladministration Wakefield And District Housing Limited (202006961) Case 202006961 · Managing Relations The complaint is about: The landlord’s refusal to consider the resident’s complaint raised on 27 May 2020 regarding the conduct … 28 Jun 2021 Maladministration Arun District Council (202010488) Case 202010488 · Local Authority / ALMO or TMO This complaint is about the landlord’s response to the resident’s concerns about the repair of a bedroom ceiling that contained … 28 Jun 2021 No Maladministration Bristol City Council (202008981) Case 202008981 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB). Request for soundproofing in the … 28 Jun 2021 Outside Jurisdiction Clarion Housing Association Limited (202100142) Case 202100142 · Financial The complaint is about charges in respect of major works, specifically, the landlord’s ability to recover these costs having not … 28 Jun 2021 Partial Maladministration Croydon Council (202006413) Case 202006413 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of and responses to the resident’s: Reports of anti-social behaviour (ASB). Request that … 28 Jun 2021 Partial Maladministration Housing Solutions (202006212) Case 202006212 · ASB/Abuse/Nuisance The resident has complained about: The time taken by the landlord to process their mutual exchange application. The way their … 28 Jun 2021 Partial Maladministration Nottingham Community Housing Association Limited (202014644) Case 202014644 · Estate Management The complaint is about the landlord’s: Decision to relocate the communal bins for the building to directly outside the resident’s … 28 Jun 2021 No Maladministration Onward Homes Limited (202001260) Case 202001260 · Financial The complaint concerns: The landlord’s handling of repairs to the bathroom. The level of compensation offered by the landlord in … 28 Jun 2021 Partial Maladministration Richmond Housing Partnership Limited (201909899) Case 201909899 · Financial The leaseholder has complained about: the landlord’s handling of major works related to the roof, the flooring in the communal … 28 Jun 2021 No Maladministration Rochdale Boroughwide Housing Limited (201915903) Case 201915903 · Financial The complaint is about the landlord’s: Application of the single person discount in respect to the resident’s water bill. Handling … 28 Jun 2021 Reasonable Redress Sanctuary Housing Association (202010279) Case 202010279 · ASB/Abuse/Nuisance The complaint concerns the landlord’s handling of the resident’s reports of antisocial behaviour by his neighbour’s visitor. 28 Jun 2021 Outside Jurisdiction Tower Hamlets Council (202008756) Case 202008756 · Moving/Buying/Selling Home The complaint is about the level of compensation awarded by the local authority for how a Right to Buy application … 25 Jun 2021 Maladministration Bromford Housing Association Limited (202012170) Case 202012170 · Occupancy Rights The resident has complained about the number of bedrooms in her property, insofar as the property is classified as a … 25 Jun 2021 Partial Maladministration Islington Council (202009624) Case 202009624 · Local Authority / ALMO or TMO The complaint is about: The landlord’s response to the resident’s concerns about the quality of the communal area cleaning. The … 25 Jun 2021 No Maladministration Kingston upon Thames Council (202009426) Case 202009426 · Local Authority / ALMO or TMO The complaint is about: The time taken to arrange/undertake the repairs reported, following the installation of the resident’s new boiler.​ … 25 Jun 2021 No Maladministration Longhurst Group Limited (202007558) Case 202007558 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of the resident’s reports of damp and mould in her property. 25 Jun 2021 Partial Maladministration Thames Valley Housing Association Limited (202010454) Case 202010454 · Estate Management REPORT COMPLAINT 202010454 Thames Valley Housing Association Limited 25 June 2021 Our approach The Housing Ombudsman’s approach to investigating and … 25 Jun 2021 Partial Maladministration The Cambridge Housing Society Limited (202005114) Case 202005114 · ASB/Abuse/Nuisance The complaint is about: 24 Jun 2021 Partial Maladministration Co-operative Development Society Limited (202014369) Case 202014369 · Estate Management This complaint is about the landlord’s handling of: the removal of plants from a neighbouring garden; the procurement of a … 24 Jun 2021 Maladministration Guinness Housing Association Limited (202004732) Case 202004732 · Managing Relations The resident complained about the landlord's response to: 24 Jun 2021 No Maladministration Housing 21 (202002419) Case 202002419 · ASB/Abuse/Nuisance The complaint concerns the landlord’s handling of the resident’s: request for compensation for items she had purchased for the property. … 24 Jun 2021 Maladministration Jigsaw Homes Tameside (202000469) Case 202000469 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s report of a repair to the floor of his property. 24 Jun 2021 No Maladministration Lewisham Council (201913042) Case 201913042 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of attempts to access the resident’s property to resolve an issue with the … 24 Jun 2021 No Maladministration Notting Hill Genesis (202002199) Case 202002199 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports about: 24 Jun 2021 Partial Maladministration Optivo (202007672) Case 202007672 · Estate Management The complaint is about: The landlord’s handling of the resident’s reports of knotweed in her garden. The condition of the … 24 Jun 2021 Reasonable Redress Orbit Group Limited (201908846) Case 201908846 · Financial The complaint is about: The landlord’s contractors not making appointments prior to attending the property to complete repairs. The level … 24 Jun 2021 Maladministration Shepherds Bush Housing Association Limited (202014550) Case 202014550 · Managing Relations The complaint refers to: The landlord’s response to the resident’s reports of damp in the property. The landlord’s handling of … 24 Jun 2021 No Maladministration South Tyneside Council (202012625) Case 202012625 · Local Authority / ALMO or TMO The complaint is about the landlord’s decision to decline the resident’s request to install fencing outside his property. 23 Jun 2021 Partial Maladministration Haringey Council (202009073) Case 202009073 · Local Authority / ALMO or TMO The complaint is regarding: The landlord’s response to the resident’s reports of damp and mould in her property. The landlord’s … 23 Jun 2021 Partial Maladministration Islington Council (201912304) Case 201912304 · ASB/Abuse/Nuisance The complaints are about the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB) prior to March 2020. Concerns … 23 Jun 2021 Maladministration Southwark Council (202003378) Case 202003378 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of the repairs required to her bathroom. 22 Jun 2021 No Maladministration First Choice Homes Oldham Limited (202012538) Case 202012538 · Estate Management The complaint refers to: The landlord’s response to the resident’s request for the decorative flagstones and pathway in her garden … 22 Jun 2021 No Maladministration LiveWest Homes Limited (202015383) Case 202015383 · ASB/Abuse/Nuisance REPORT COMPLAINT 202015383 LiveWest Homes Limited 22 June 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining complaints … 22 Jun 2021 Maladministration London Borough of Enfield (201914492) Case 201914492 · Local Authority / ALMO or TMO The complaint is about the landlord’s: 22 Jun 2021 Reasonable Redress Peabody Trust (202014675) Case 202014675 · Old Property Condition migrated-2025 The complaint concerns: the level of compensation offered to the resident following a water leak in his property the landlord’s … 22 Jun 2021 Reasonable Redress Royal Borough of Kensington and Chelsea (202002742) Case 202002742 · Local Authority / ALMO or TMO The complaint concerns: The landlord’s response to the resident’s complaint about repair issues. The landlord’s handling of historical issues and … 22 Jun 2021 Reasonable Redress Slough Borough Council (201817026) Case 201817026 · Local Authority / ALMO or TMO The complaint is about the landlord’s: response to the resident’s reports about damp occurring in the bedrooms at her property; … 22 Jun 2021 No Maladministration The Riverside Group Limited (202017095) Case 202017095 · Estate Management The complaint concerns the landlord’s decision to decline the resident’s request for a fence to be installed at the back … 21 Jun 2021 Maladministration Metropolitan Housing Trust Limited (202011850) Case 202011850 · Estate Management The complaint is about the landlord’s handling of: Repairs to the communal lift. The resident’s complaint about the issue. 21 Jun 2021 Reasonable Redress One Housing Group Limited (202015974) Case 202015974 · Old Property Condition migrated-2025 The complaint concerns how the landlord responded to the resident’s reports of a water leak in the bathroom of the …