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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
8 Mar 2021 Reasonable Redress Orbit Group Limited (202009846) Case 202009846 · Information and data management The complaint is about the landlord’s decision to remove CCTV at the property. 8 Mar 2021 Outside Jurisdiction Peabody Trust (202002510) Case 202002510 · Old Complaints Handling categories The complaint is about the terms of a new tenancy agreement offered by the landlord. 8 Mar 2021 Reasonable Redress Sanctuary Housing Association (202008731) Case 202008731 The complaint is about the landlord’s maintenance of the boiler. 8 Mar 2021 Reasonable Redress South Tyneside Homes (202005951) Case 202005951 · Financial The complaint is about: The landlord’s administration of the resident’s rent account. The resident’s concern in relation to receiving invoices … 5 Mar 2021 Reasonable Redress Brent Council (202003203) Case 202003203 · Estate Management The complaint is about: The landlord’s response to the reports of a repair needed to the intercom system. The landlord’s … 5 Mar 2021 Outside Jurisdiction Bromford Housing Group Limited (202000734) Case 202000734 · Old Compensation categories The complaint is about the placement of the landlord’s skip which the resident reports damaged their car. 5 Mar 2021 Outside Jurisdiction Four Housing Group Limited (202008720) Case 202008720 · Old Property Condition categories The complaint concerns the landlord’s response to the resident’s reports that damage was caused to their possessions during repairs to … 5 Mar 2021 Outside Jurisdiction London & Quadrant H T (201906982) Case 201906982 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of repairs at the resident's property. 5 Mar 2021 Outside Jurisdiction Moat Homes Limited (202009700) Case 202009700 · Old Home Ownership Issues (not new build) categories The complaint is about the landlord’s response to concerns the resident raised about a sales clause in their lease. 5 Mar 2021 Reasonable Redress Sanctuary Housing Association (201914691) Case 201914691 This complaint is about the landlord’s handling of the resident’s reports of a pest infestation. 5 Mar 2021 Maladministration The Guinness Partnership Limited (202003383) Case 202003383 This complaint is about the landlord’s handling of the resident’s concerns about the condition of his windows. 4 Mar 2021 Outside Jurisdiction Camden Council (202000212) Case 202000212 · Local Authority / ALMO or TMO The resident alleges that damage was caused to his belongings during replacement flooring works organised by the council. 4 Mar 2021 Outside Jurisdiction Hackney Housing Co-operative Limited (201816318) Case 201816318 · Old Tenants Behaviour categories The complaint concerns the resident’s reports of social nuisance and antisocial behaviour and the handling of those reports by their … 4 Mar 2021 Partial Maladministration Metropolitan Housing Trust Limited (202005064) Case 202005064 · Old Property Condition migrated-2025 The complaint is about the landlord’s: response to the resident’s reports of no heating in her property, response to the … 4 Mar 2021 Reasonable Redress Midland Heart Limited (202007704) Case 202007704 The complaint refers to: The landlord’s administration of the resident’s rent account. 4 Mar 2021 No Maladministration Sanctuary Housing Association (202003179) Case 202003179 · Old Property Condition migrated-2025 The complaint is about the landlord’s: 4 Mar 2021 No Maladministration Thirteen Housing Group Limited (201915406) Case 201915406 · Old Estate Management categories The complaint is about the landlord’s response to reports of pest infestation. 3 Mar 2021 Maladministration Birmingham City Council (201915233) Case 201915233 · Local Authority / ALMO or TMO The resident complains about the landlord’s handling of repairs required to the gas fire following on from a gas safety … 3 Mar 2021 No Maladministration Birmingham City Council (202006409) Case 202006409 · Health and Safety (inc. building safety) REPORT COMPLAINT 202006409 Birmingham City Council 3 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 3 Mar 2021 Outside Jurisdiction Islington Council (202006920) Case 202006920 · Leaseholder The complaint concerns the resident’s liability for major work charges for replacing the metal roof to their property and the … 3 Mar 2021 Partial Maladministration LiveWest Homes Limited (202011478) Case 202011478 · Old Compensation categories The resident complains about: the landlord’s offer of compensation for damage to personal belongings following a leak at his property. … 3 Mar 2021 Maladministration Newlon Housing Trust (202009745) Case 202009745 · Old Complaints Handling categories The complaint is about: the landlord not communicating the outcome of a survey at the property to the resident and … 3 Mar 2021 Partial Maladministration Westminster City Council (201904113) Case 201904113 · Local Authority / ALMO or TMO The complaint is about: The reasonableness of the service charges for the major works. The number of Section 20 notices … 2 Mar 2021 Partial Maladministration Clarion Housing Association Limited (202002871) Case 202002871 · Information and data management The complaint is about the landlord’s: 2 Mar 2021 No Maladministration Croydon Council (202004576) Case 202004576 · Managing Relations The complaint is about the landlord’s response to: allegations made about the resident by his neighbours and the landlord’s staff; … 2 Mar 2021 Maladministration Notting Hill Genesis (201912129) Case 201912129 · Managing Relations The complaint is about the landlord’s response to the resident’s: 2 Mar 2021 Partial Maladministration Southway Housing Trust (Manchester) Limited (202011705) Case 202011705 · Old Complaints Handling categories The complaint is about the landlord’s handling of: repair work in respect of mould and damp in the resident’s property. … 2 Mar 2021 No Maladministration Tower Hamlets Homes (202004413) Case 202004413 · Old Health and Safety categories The complaint is about the landlord’s handling of an annual gas safety check at the resident’s property, in particular: the … 2 Mar 2021 No Maladministration Waterloo Housing Group Limited (202006058) Case 202006058 · Old Complaints Handling categories The complaint is about the landlord’s: offers of alternative properties made to the resident; handling of the associated formal complaint. 1 Mar 2021 Maladministration English Rural Housing Association Limited (202006486) Case 202006486 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the heating and hot water system in the resident’s property. 1 Mar 2021 Partial Maladministration Orbit Group Limited (201912974) Case 201912974 · Managing Relations REPORT COMPLAINT 201912974 Orbit Group Limited 1 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 1 Mar 2021 Outside Jurisdiction Plus Dane Housing Group Limited (202004136) Case 202004136 · Financial REPORT COMPLAINT 202004136 Plus Dane Housing Group Limited 25 February 2021 Our approach What we can and cannot consider is … 1 Mar 2021 Outside Jurisdiction Redditch Borough Council (202010803) Case 202010803 · Local Authority / ALMO or TMO The resident is unhappy about delays to the completion of the Right To Buy process caused by a historical boundary … 1 Mar 2021 Reasonable Redress Sanctuary Housing Association (202002647) Case 202002647 · Old Complaints Handling categories The complaint is about: the landlord’s handling of repairs to the exterior of the resident’s property; and the landlord’s complaints … 1 Mar 2021 Maladministration The Riverside Group Limited (201909546) Case 201909546 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of repairs to the resident’s front and back doors. 28 Feb 2021 Partial Maladministration Islington Council (202001723) Case 202001723 · Local Authority / ALMO or TMO REPORT COMPLAINT 202001723 Islington Council 28 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 28 Feb 2021 No Maladministration Notting Hill Genesis (202000896) Case 202000896 · Managing Relations REPORT COMPLAINT 202000896 Notting Hill Genesis 28 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 28 Feb 2021 No Maladministration Rotherham Metropolitan Borough Council (201913135) Case 201913135 · Old Property Condition migrated-2025 The complaint is about: The landlord’s decision not to carry out requested adaptations to the chimney. The landlord’s response to … 27 Feb 2021 Partial Maladministration Clarion Housing Association Limited (201910698) Case 201910698 · Estate Management The complaint is about: The landlord’s response to reports of repairs at the property. The landlord’s response to reports of … 27 Feb 2021 Maladministration Clarion Housing Association Limited (201912335) Case 201912335 · Managing Relations The complaint is about the landlord’s: response to the resident’s report of a leak complaint handling. 27 Feb 2021 Maladministration Dudley Metropolitan Borough Council (202003643) Case 202003643 · Old Property Condition migrated-2025 This complaint is about the landlord’s response to the resident’s reports of: Repair to plaster to the walls and ceilings … 27 Feb 2021 Maladministration Gentoo Group Limited (201813223) Case 201813223 The complaint is about the landlord’s request for the resident to carry out repair works to the property within two … 27 Feb 2021 No Maladministration LiveWest Homes Limited (201912691) Case 201912691 · Financial REPORT COMPLAINT 201912691 LiveWest Homes Limited 1 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 27 Feb 2021 Partial Maladministration London & Quadrant Housing Trust (202003890) Case 202003890 · Estate Management This complaint is about: The landlord’s response to the resident’s reports of issues with parking at this property. The landlord’s … 27 Feb 2021 No Maladministration One Housing Group Limited (202001943) Case 202001943 · Old Property Condition categories REPORT COMPLAINT 202001943 One Housing Group Limited 26 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 27 Feb 2021 No Maladministration Optivo (201906896) Case 201906896 · ASB/Abuse/Nuisance This complaint is about: The landlord’s handling of the resident’s reports of Anti-social behaviour by his neighbour and their partner. … 26 Feb 2021 No Maladministration A2Dominion Housing Group Limited (202001158) Case 202001158 · Health and Safety (inc. building safety) The complaint is about: the landlord’s response to the resident’s request for information about the cladding on the building she … 26 Feb 2021 Partial Maladministration Anchor Hanover Group (202008567) Case 202008567 · Leaseholder The complaint is about: The landlord’s decision to withdraw lease amendments in relation to sub-letting in April 2020. The landlord’s … 26 Feb 2021 No Maladministration Blackpool Council (202004838) Case 202004838 · Information and data management REPORT Complaint 202004838 Blackpool Coastal Housing 26 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 26 Feb 2021 Outside Jurisdiction Brighton and Hove City Council (202004771) Case 202004771 · Occupancy Rights This complaint is about the landlord’s handling of the resident’s concerns about her rent arrears following her decision to relinquish …