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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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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
11 Dec 2020 No Maladministration Paradigm Housing Group Limited (201916010) Case 201916010 · Old Complaints Handling categories The complaint is about the landlord’s: Response to and handling of the resident’s anti-social behaviour (ASB) allegations Response to the … 11 Dec 2020 Outside Jurisdiction Sanctuary Housing Association (201910465) Case 201910465 · Financial The complaint is about the level of service charges and service charge increase, as well as the landlord’s communication regarding … 10 Dec 2020 Partial Maladministration Hyde Housing Association Limited (202003112) Case 202003112 · Information and data management The complaint is about: 10 Dec 2020 No Maladministration Southampton City Council (201913487) Case 201913487 · Managing Relations The complaint is about the way the landlord dealt with the resident’s: report of a leak in his property in … 10 Dec 2020 Maladministration Waltham Forest Council (201912480) Case 201912480 · Managing Relations The complaint refers to: 9 Dec 2020 Maladministration Clarion Housing Association Limited (201809309) Case 201809309 · Old Property Condition migrated-2025 The complaint is about: the landlord’s response to reports of problems with the boiler; and complaint handling. 9 Dec 2020 Outside Jurisdiction Clarion Housing Association Limited (202002867) Case 202002867 · Old Home Ownership Issues (not new build) categories The complaint is about the length of time taken by the landlord to identify the source of a leak into … 9 Dec 2020 Partial Maladministration Croydon Council (202000081) Case 202000081 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Response to and handling of the resident’s reports of noise nuisance Complaint handling 9 Dec 2020 Partial Maladministration Hyde Housing Association Limited (202001615) Case 202001615 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: reports of pest infestation; requests for a replacement fence; requests … 9 Dec 2020 No Maladministration Kingston upon Thames Council (201914479) Case 201914479 · Local Authority / ALMO or TMO The resident complains about the landlord’s response to her concerns about the fire exit door at the property. 9 Dec 2020 Maladministration Lambeth Council (202003014) Case 202003014 · Information and data management The complaint is about: The landlord’s handling of the resident’s reports of an ongoing leak to the roof of the … 9 Dec 2020 Maladministration London & Quadrant H T (201908371) Case 201908371 · Old Property Condition migrated-2025 The tenant has complained that: The landlord took too long to investigate their reports of damp. The landlord has not … 9 Dec 2020 Partial Maladministration London & Quadrant H T (202003850) Case 202003850 · Managing Relations The complaint is about: Transparency of information provided by the landlord concerning the freehold of the building which the resident … 8 Dec 2020 Partial Maladministration Bolton at Home Limited (202000136) Case 202000136 · Old Health and Safety categories The resident has complained: That the landlord’s policy for gas safety checks does not comply with the rights of tenants. … 8 Dec 2020 Reasonable Redress Clarion Housing Association Limited (202002302) Case 202002302 · Old Complaints Handling categories REPORT COMPLAINT 202002302 Clarion Housing Association Limited 8 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining … 8 Dec 2020 Reasonable Redress Hammersmith and Fulham Council (202003176) Case 202003176 · Managing Relations The complaint refers to: The length of time taken for the Landlord to complete repairs to the Resident’s property. The … 8 Dec 2020 No Maladministration Midland Heart Limited (202002902) Case 202002902 · Estate Management REPORT COMPLAINT 202002902 Midland Heart Limited 8 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 8 Dec 2020 Partial Maladministration Southwark Council (201913492) Case 201913492 · Managing Relations The complaints are about: landlord staff capping the gas meter at the property during a gas safety check. the landlord’s … 8 Dec 2020 No Maladministration Stockport Homes Limited (202002678) Case 202002678 · Managing Relations The complaint is about the landlord’s response to: The resident’s request for reimbursement of costs for property improvements at his … 8 Dec 2020 Partial Maladministration Thirteen Housing Group Limited (201910486) Case 201910486 · Managing Relations The complaint is about the landlord’s handling of the resident’s application to move property; associated formal complaint. 7 Dec 2020 Reasonable Redress Anchor Hanover Group (201913687) Case 201913687 · Applicant The complaint is about the landlord’s handling of the applicant’s application for a property. 7 Dec 2020 Maladministration East Devon District Council (201912937) Case 201912937 · Old Property Condition migrated-2025 REPORT COMPLAINT 201912937 East Devon District Council 7 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining … 7 Dec 2020 No Maladministration Kingston upon Thames Council (202000332) Case 202000332 · Local Authority / ALMO or TMO The complaint is about: The landlord’s decision to appoint her current single point of contact (SPOC) and the poor service … 7 Dec 2020 Maladministration Lambeth Council (202004208) Case 202004208 REPORT COMPLAINT 202004208 Lambeth Council 7 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 7 Dec 2020 No Maladministration London Borough of Hackney (202001866) Case 202001866 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to a report of vandalism of the resident’s vehicle and her subsequent request … 7 Dec 2020 Maladministration London & Quadrant Housing Trust (202000557) Case 202000557 · Old Charges categories The complaint refers to: The Resident’s concerns in relation to the level of her service charge. The Landlord’s explanation of … 7 Dec 2020 No Maladministration Midland Heart Limited (201913078) Case 201913078 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of reports of a lack of hot water. 7 Dec 2020 No Maladministration Places for People Homes Limited (202003224) Case 202003224 · Old Property Condition migrated-2025 The complaint is about the landlord’s responses to the resident’s reports of: outstanding repairs to his property a raised manhole … 4 Dec 2020 No Maladministration Housing Solutions (201817213) Case 201817213 This complaint is about the landlord’s responses to the resident’s enquiries about which party was responsible for servicing the gas … 4 Dec 2020 No Maladministration Longhurst Group Limited (202000333) Case 202000333 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of problems with the installation of a new boiler. 4 Dec 2020 Maladministration Metropolitan Housing Trust Limited (201905797) Case 201905797 · Old Tenants Behaviour categories The complaint is about the landlord’s handling of reports of Anti-Social Behaviour (ASB). 4 Dec 2020 Maladministration Newham Council (201915965) Case 201915965 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s request for updates about repairs needed to the estate. 4 Dec 2020 Mediation Notting Hill Genesis (201913098) Case 201913098 · Leaseholder The complaint is about the landlord’s response to the Resident’s reports of antisocial behaviour (ASB). 4 Dec 2020 Outside Jurisdiction Peabody Trust 2018 (202004754) Case 202004754 The complaint is about the landlord’s response to the Resident’s compensation request for damage to their flooring following a leak. 4 Dec 2020 Reasonable Redress Peabody Trust (201912025) Case 201912025 · Estate Management The complaint is about the landlord’s: response to the resident’s reports that other residents were allowing strangers to access the … 3 Dec 2020 No Maladministration Aster Group Limited (202000764) Case 202000764 · Information and data management REPORT COMPLAINT 202000764 Aster Group Limited 3 December 2020 Our Approach The Housing Ombudsman’s approach to investigating and determining complaints … 3 Dec 2020 Outside Jurisdiction Birmingham City Council (202000068) Case 202000068 · Local Authority / ALMO or TMO The complaint is about the Council’s assessment of the residents housing needs. 3 Dec 2020 Maladministration Orbit Group Limited (201908727) Case 201908727 · Old Property Condition migrated-2025 The complaint is about the level of compensation offered by the landlord to the resident, following repair delays. 3 Dec 2020 Partial Maladministration Southern Housing Group Limited (201915929) Case 201915929 · Old Complaints Handling categories The resident has complained about the landlord’s handling of: Repairs to his boiler His concerns about the location of a … 1 Dec 2020 Maladministration Bromford Housing Association Limited (201914576) Case 201914576 REPORT COMPLAINT 201914576 Bromford Housing Association Limited 1 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining … 1 Dec 2020 Maladministration London & Quadrant Housing Trust (201904703) Case 201904703 · Old Tenants Behaviour categories The resident’s complaint is about the landlord’s response to her reports of anti-social behaviour (ASB). 1 Dec 2020 Mediation Notting Hill Genesis (201809422) Case 201809422 REPORT COMPLAINT 201809422 Notting Hill Genesis 1 December 2020 Our approach Under our early resolution process, the Ombudsman works with … 27 Nov 2020 Partial Maladministration North Tyneside Council (201916055) Case 201916055 · Local Authority / ALMO or TMO REPORT COMPLAINT 201916055 North Tyneside Council 27 November 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 4 Sep 2020 Partial Maladministration Vivid Housing Limited (202000669) Case 202000669 · Estate Management REPORT COMPLAINT 202000669 Vivid Housing Limited 4 September 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 20 Dec 2019 Maladministration A2Dominion Housing Group Limited (201805079) Case 201805079 · Old Charges categories REPORT COMPLAINT 201805079 A2Dominion Housing Group 20 December 2019 Our approach The Housing Ombudsman’s approach to investigating and determining complaints …