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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

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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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10 Mar 2021 Partial Maladministration Rochdale Boroughwide Housing Limited (202002793) Case 202002793 · Old Property Condition categories The resident has complained about the landlord’s handling of: repairs to the electrical installations. damp in the kitchen. the installation … 9 Mar 2021 No Maladministration Aster Group Limited (202005514) Case 202005514 · Old Property Condition migrated-2025 The complaint is about how the landlord handled repairs to the resident’s path and subsequent flooding. 9 Mar 2021 No Maladministration Clarion Housing Association Limited (202008288) Case 202008288 · Estate Management The complaint is about the landlord’s handling of: the allocation of the resident’s parking space. the resident’s reports of antisocial … 9 Mar 2021 Partial Maladministration Cornwall Housing Limited (202001647) Case 202001647 · Local Authority / ALMO or TMO The complaint is about: the landlord’s handling of a repair to the resident’s ceiling. the landlord’s administration of the resident’s … 9 Mar 2021 Maladministration Haringey Council (202005882) Case 202005882 · Case Review The complaint concerns the landlord’s administration of the resident’s rent account. 9 Mar 2021 No Maladministration Hastoe Housing Association Limited (202007770) Case 202007770 · Managing Relations The complaint is about: 9 Mar 2021 No Maladministration LiveWest Homes Limited (202011688) Case 202011688 · Old Property Condition categories The complaint is about the landlord’s decision to re-charge the resident for the cost of a door due to the … 9 Mar 2021 Reasonable Redress Southwark Council (202003266) Case 202003266 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of repairs to the resident’s heating system. 9 Mar 2021 No Maladministration Thurrock Council (202000809) Case 202000809 · Managing Relations The complaint is about the landlord’s response to the resident’s: Reports of the conduct of a member of staff. Request … 8 Mar 2021 Partial Maladministration Doncaster Metropolitan Borough Council (202003681) Case 202003681 The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour. handling of antisocial behaviour reports against … 8 Mar 2021 Partial Maladministration Harrogate Borough Council (202004558) Case 202004558 · Estate Management The complaint is about: The landlord’s response to the resident’s reports of noise nuisance coming from the floorboards of the … 8 Mar 2021 Mediation Havering Council (202007890) Case 202007890 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of repairs. The resident explained that the outstanding issues are their dissatisfaction with … 8 Mar 2021 Reasonable Redress Islington Council (202010188) Case 202010188 · Local Authority / ALMO or TMO The complaint concerns: The landlord’s handling of the resident’s reports of disability discrimination towards her household. The landlord’s handling of … 8 Mar 2021 No Maladministration London & Quadrant Housing Trust (202001649) Case 202001649 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s mutual exchange. 8 Mar 2021 Mediation Longhurst Group Limited (202002014) Case 202002014 · Old Occupancy Rights categories The complaint concerns the landlord’s handling of the resident’s belongings following her eviction from her home. 8 Mar 2021 Maladministration Metropolitan Housing Trust Limited (201817108) Case 201817108 The complaint is about the landlord’s complaint handling, specifically, its offer of compensation in recognition of its delay in attending … 8 Mar 2021 Mediation Metropolitan Housing Trust Limited (202006509) Case 202006509 The complaint is about the amount of compensation offered by the landlord. The resident explained that the outstanding issue is … 8 Mar 2021 Partial Maladministration Metropolitan Housing Trust Limited (202006931) Case 202006931 · Old Property Condition migrated-2025 The complaint is about the landlord’s: Response to the resident’s report about a fault with the boiler. Complaint handling. 8 Mar 2021 Maladministration Midland Heart Limited (201916075) Case 201916075 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s concerns about brick dust left at the property following work … 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 …