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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
18 Jan 2021 Partial Maladministration LiveWest Homes Limited (202004014) Case 202004014 · Estate Management The complaint refers to: The Landlord’s handling of the Resident’s concerns about the management of the car park at her … 18 Jan 2021 No Maladministration Metropolitan Housing Trust Limited (201806741) Case 201806741 · Old Property Condition categories REPORT COMPLAINT 201806741 Metropolitan Housing Trust Limited 18 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 18 Jan 2021 No Maladministration Notting Hill Genesis (202002469) Case 202002469 · Old Property Condition categories REPORT COMPLAINT 202002469 Notting Hill Genesis 21 April 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 18 Jan 2021 Maladministration Octavia Housing (201913343) Case 201913343 REPORT COMPLAINT 201913343 Octavia Housing 14 April 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 18 Jan 2021 Partial Maladministration Phoenix Community Housing Association (Bellingham and Downham) Limited (201908453) Case 201908453 · Leaseholder The complaint is about: The landlord’s response to the resident’s reports of damage caused to the property following a leak. … 18 Jan 2021 Partial Maladministration Southwark Council (201815464) Case 201815464 · Local Authority / ALMO or TMO The resident complained about the landlord’s response to his: reports of a gas leak at the property on 8 February … 18 Jan 2021 No Maladministration Wandsworth Council (202000746) Case 202000746 · Local Authority / ALMO or TMO The complaint is about: The landlord’s handling of internal repairs to the property, including delays in completing repairs, poor communication … 15 Jan 2021 Outside Jurisdiction Array (202001047) Case 202001047 · Old Charges categories The resident complains about the level of service charge charged in relation to his property and the reasonableness of the … 15 Jan 2021 Outside Jurisdiction Catalyst Housing Limited (202001847) Case 202001847 · Managing Relations The complaint concerns: the landlord’s response to reports of water ingress and a lack of electricity supply to the garage; … 15 Jan 2021 Maladministration Clarion Housing Association Limited (201810771) Case 201810771 · Old Property Condition categories REPORT COMPLAINT 201810771 Clarion Housing Association Limited 12 January 2021 Our approach 1. The Housing Ombudsman’s approach to investigating and … 15 Jan 2021 Outside Jurisdiction Lambeth Council (202001297) Case 202001297 · Local Authority / ALMO or TMO This complaint is about the landlord’s response to the resident’s concerns about the increase in his service charges, in particular, … 15 Jan 2021 Partial Maladministration London & Quadrant Housing Trust (201914099) Case 201914099 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to Government guidance on fire safety and cladding in relation to the building … 15 Jan 2021 Maladministration Optivo (202005182) Case 202005182 · Old Property Condition migrated-2025 This complaint is about the landlord’s response to the resident’s reports of mould in her property. 15 Jan 2021 No Maladministration Six Town Housing Limited (202000098) Case 202000098 · Old Property Condition categories The complaint is about the landlord’s response to: repairs at the property; cigarette smoke entering the property. 14 Jan 2021 No Maladministration Aster Group Limited (201916183) Case 201916183 · Managing Relations The complaints are about: How the landlord responded to concerns raised about the attitude of its staff. The landlord’s decision … 14 Jan 2021 Maladministration Axiom Housing Association Limited (202002115) Case 202002115 · Old Property Condition categories The complaint is about the time taken by the landlord to activate the gas supply in the resident’s property at … 14 Jan 2021 Partial Maladministration Eastbourne Borough Council (202003830) Case 202003830 · Case Review The complaint refers to: The landlord’s handling of your transfer from your previous property. Information provided by the landlord at … 14 Jan 2021 Maladministration One Housing Group (202003763) Case 202003763 REPORT COMPLAINT 202003763 One Housing Group 14 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 14 Jan 2021 Maladministration Westminster City Council (202002702) Case 202002702 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to a leak at the property and its subsequent compensation offer. 13 Jan 2021 Maladministration Catalyst Housing Limited (201807134) Case 201807134 The resident has complained about the administration of his rent account, specifically the handling of a housing benefit payment and … 13 Jan 2021 Maladministration ForHousing Limited (202006822) Case 202006822 The complaint is about: the landlord’s handling of roof repairs. The complaint is also about the landlord’s complaints handling. 13 Jan 2021 No Maladministration Leeds City Council (201912704) Case 201912704 · Managing Relations The complaint is about: the landlord’s handling of the resident’s reports of repairs needed to the rear door, kitchen, window … 13 Jan 2021 Outside Jurisdiction Southwark Council (202007170) Case 202007170 · Leaseholder REPORT COMPLAINT 202007170 Southwark Council 13 January 2021 Our approach What we can and cannot consider is called the Ombudsman’s … 12 Jan 2021 Outside Jurisdiction A2Dominion Homes Limited (201915585) Case 201915585 · Old Home Ownership Issues (not new build) categories This complaint is about the landlord’s response to the resident’s request for an extension to her lease. 12 Jan 2021 No Maladministration Accord Housing Association Limited (202006726) Case 202006726 · Occupancy Rights The complaint is about the landlord’s response to information provided by the resident about her right to buy request. 12 Jan 2021 Outside Jurisdiction Bassetlaw District Council (202002925) Case 202002925 · Local Authority / ALMO or TMO The complaint concerns the resident’s eviction from their former property due to rent arrears, which they state arose due to … 12 Jan 2021 Maladministration Clarion Housing Association Limited (201915053) Case 201915053 The complaint is about the landlord’s response to the resident’s reports about the condition of the shared garden. 12 Jan 2021 No Maladministration Guinness Housing Association Limited (202003807) Case 202003807 · Managing Relations The complaint refers to: 12 Jan 2021 No Maladministration Impact Housing Association Limited (202003113) Case 202003113 The complaint refers to the Landlord’s handling of the Resident’s reports of antisocial behaviour (ASB), drug use and drug distribution … 12 Jan 2021 Maladministration Newham Council (201913856) Case 201913856 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of a leak in the bathroom causing mould, damp, … 12 Jan 2021 Outside Jurisdiction One Housing Group (202006808) Case 202006808 · Health and Safety (inc. building safety) REPORT COMPLAINT 202006808 One Housing Group 11 January 2021 Our approach What we can and cannot consider is called the … 12 Jan 2021 Reasonable Redress Sovereign Housing Association Limited (201914045) Case 201914045 · Leaseholder The leaseholder (shared owner) has complained that the landlord took too long to respond to two queries during the sale … 12 Jan 2021 No Maladministration Vivid Housing Limited (202002223) Case 202002223 · Old Home Ownership Issues (not new build) categories REPORT COMPLAINT 202002223 Vivid Housing Limited 13 January 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining complaints … 12 Jan 2021 No Maladministration West Northamptonshire Council (201915625) Case 201915625 · Old Compensation categories The complaint is about the landlord’s response to the resident’s report of missing belongings. 11 Jan 2021 Partial Maladministration Clarion Housing Association Limited (202000218) Case 202000218 · Old Complaints Handling categories The complaint is about the landlord’s: 11 Jan 2021 No Maladministration Haringey Council (202003505) Case 202003505 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of a leak coming from the property above her … 11 Jan 2021 Maladministration Newham Council (201908648) Case 201908648 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports about a rodent infestation in the loft above her … 8 Jan 2021 Reasonable Redress Croydon Council (202005546) Case 202005546 · Local Authority / ALMO or TMO The complaint is about: Section 20 work that was completed by the landlord at the resident’s property in 2016. Charges … 8 Jan 2021 Partial Maladministration East End Homes Limited (202001075) Case 202001075 · Old Complaints Handling categories REPORT COMPLAINT 202001075 East End Homes Limited 17 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining … 8 Jan 2021 No Maladministration One Housing Group Limited (202001423) Case 202001423 · Old Estate Management categories The complaint is about the landlord’s: Response to the leaseholder’s concerns regarding its communication Response to the leaseholder’s concerns regarding … 8 Jan 2021 No Maladministration Southwark Council (201703942) Case 201703942 · Local Authority / ALMO or TMO The complaint is about how the landlord: Responded to reports of anti social behaviour (ASB) Handled an emergency rehousing request 7 Jan 2021 Partial Maladministration Catalyst Housing Limited (202000443) Case 202000443 · Old Property Condition categories The complaint refers to: 7 Jan 2021 Reasonable Redress Home Group Limited (202001298) Case 202001298 · Old Home Ownership Issues (not new build) categories The complaint is about the landlord’s handling of the resident’s reports about the standard of grounds maintenance being provided. 7 Jan 2021 Reasonable Redress Metropolitan Housing Trust Limited (201907476) Case 201907476 · Managing Relations The complaint is about: 7 Jan 2021 Maladministration One Housing Group (201911422) Case 201911422 · Leaseholder The complaint is about: the landlord’s handling of the resident’s request for a summary of the costs incurred in relation … 7 Jan 2021 Partial Maladministration Places for People Group Limited (201902700) Case 201902700 · Old Charges categories The complaint is about: the landlord’s response to the resident’s reports of communal repairs and her concerns about the standard … 6 Jan 2021 Partial Maladministration Hounslow Council (202001016) Case 202001016 · Local Authority / ALMO or TMO REPORT COMPLAINT 202001016 Hounslow Council 5 January 2021 Our approach 1. The Housing Ombudsman’s approach to investigating and determining complaints … 6 Jan 2021 Maladministration Midland Heart Limited (202003561) Case 202003561 The complaint concerns the amount of compensation offered by the Landlord to the Resident for the distress and inconvenience caused … 6 Jan 2021 Reasonable Redress Royal Borough of Kensington and Chelsea (201913984) Case 201913984 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of contractors arriving at his property without identification and … 5 Jan 2021 No Maladministration London Borough of Hillingdon (202000105) Case 202000105 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports regarding: multiple instances of water ingress at his property …