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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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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 … 26 Feb 2021 Partial Maladministration Camden Council (201914051) Case 201914051 · Local Authority / ALMO or TMO The resident complains about: How the landlord handled the mutual exchange in August 2016. How the landlord handled repairs needed … 26 Feb 2021 No Maladministration Flagship Housing Group Limited (201915211) Case 201915211 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s reports about: The landlord’s response to requests for adaptations. Animal … 26 Feb 2021 Maladministration Guinness Housing Association Limited (202005343) Case 202005343 · Old Property Condition migrated-2025 The complaint concerns: The level of compensation offered by the landlord following a leak and ceiling collapse in the resident’s … 26 Feb 2021 Maladministration Hammersmith and Fulham Council (202003737) Case 202003737 · Local Authority / ALMO or TMO The Complaint is about the landlord’s response to the resident’s reports concerning: The maintenance and cleaning of communal areas and … 26 Feb 2021 Outside Jurisdiction Haringey Council (201916353) Case 201916353 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of repair in her temporary accommodation to the lift … 26 Feb 2021 No Maladministration Hyde Housing Association Limited (202001070) Case 202001070 · Old Complaints Handling categories The complaint is about: The landlord’s response to the resident’s request to maintain, and remove invasive plants from, a boundary … 26 Feb 2021 Partial Maladministration Lewisham Council (201916011) Case 201916011 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports about: the consultation process for major works, the amount … 26 Feb 2021 Reasonable Redress London Borough of Hackney (201914186) Case 201914186 · Local Authority / ALMO or TMO REPORT COMPLAINT 201914186 London Borough of Hackney 26 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 26 Feb 2021 Partial Maladministration Metropolitan Housing Trust Limited (202000069) Case 202000069 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s concerns regarding fire safety Response to the resident’s concerns regarding … 26 Feb 2021 Partial Maladministration Notting Hill Genesis (201902173) Case 201902173 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of the following issues: Noise nuisance from neighbours from October 2017 onwards. ASB … 26 Feb 2021 Partial Maladministration Oadby and Wigston Borough Council (202000337) Case 202000337 · Local Authority / ALMO or TMO REPORT COMPLAINT 202000337 Oadby and Wigston Borough Council 26 February 2021 Our approach The Housing Ombudsman’s approach to investigating and … 26 Feb 2021 Reasonable Redress Peabody Trust (201909073) Case 201909073 · Old Property Condition migrated-2025 This complaint is about the landlord’s response to the resident’s concerns about how it dealt with an infestation at his … 26 Feb 2021 No Maladministration Sanctuary Housing Association (202003924) Case 202003924 · Managing Relations The complaint is about the landlord’s response to the resident's report of being stuck in the lift at her property. … 26 Feb 2021 Partial Maladministration Sandwell Metropolitan Borough Council (202007918) Case 202007918 · Local Authority / ALMO or TMO REPORT COMPLAINT 202007918 Sandwell Metropolitan Borough Council 26 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 26 Feb 2021 Maladministration Southwark Council (201913530) Case 201913530 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s requests for repairs to a wall in her garden. 26 Feb 2021 Maladministration Southwark Council (201915518) Case 201915518 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to: reports of a loss of heating and hot water the alleged conduct … 26 Feb 2021 Reasonable Redress Stafford & Rural Homes (201914039) Case 201914039 · Managing Relations The Complaint is about the landlord’s response to residents’ reports about: The level of compensation provided for acknowledged repairs failures … 26 Feb 2021 Maladministration Waltham Forest Council (202009252) Case 202009252 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of a request for information about tenancy succession and its subsequent handling of … 26 Feb 2021 Partial Maladministration Wandle Housing Association Limited (201909394) Case 201909394 · Estate Management The complaint is about the landlord’s: Response to the resident’s reports of a petrol generator being used in the communal … 26 Feb 2021 Outside Jurisdiction Wandsworth Council (202006579) Case 202006579 · Leaseholder The complaint concerns the Council’s response to the resident’s request that it include a performance bond for tendered contracts. 26 Feb 2021 Maladministration Westminster City Council (202004695) Case 202004695 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s request to have the remaining windows at the property replaced … 25 Feb 2021 Maladministration A2Dominion Housing Group Limited (202007934) Case 202007934 The resident’s complaint is about: The landlord’s handling of the consequences of local power surges to the building affecting: The … 25 Feb 2021 Maladministration Barnet Council (201914457) Case 201914457 · Local Authority / ALMO or TMO The resident has complained that: The landlord has taken too long to resolve a fault with their heating system The … 25 Feb 2021 No Maladministration Citizen Housing (202002427) Case 202002427 · Old Property Condition categories The complaint concerns the landlord’s response to the resident’s complaint and request for compensation for an increased water bill. 25 Feb 2021 Mediation Clarion Housing Association Limited (202001842) Case 202001842 · Old Property Condition categories The complaint is about the delays in handling reported repairs and the overall handling of the complaint. 25 Feb 2021 Maladministration Hammersmith and Fulham Council (202005456) Case 202005456 · Old Property Condition categories The complaint is regarding the landlord’s response to the resident’s reports of water ingress to her property. 25 Feb 2021 Maladministration Hinckley and Bosworth Borough Council (202011700) Case 202011700 · Local Authority / ALMO or TMO REPORT COMPLAINT 202011700 Hinckley and Bosworth Borough Council 25 February 2021 Our approach The Housing Ombudsman’s approach to investigating and … 25 Feb 2021 Mediation Paradigm Housing Group Limited (202001376) Case 202001376 · Old Compensation categories The resident complained about the landlord’s response to their request for the reimbursement of the cost of replacement shower doors. 25 Feb 2021 No Maladministration Thames Valley Housing Association Limited (202001339) Case 202001339 · Old Moving to a Property categories The complaint is about: 24 Feb 2021 Maladministration Bernicia Group Limited (201905757) Case 201905757 · Old Tenants Behaviour categories The complaint is about the landlord’s response to reports of Antisocial Behaviour (ASB), in particular, noise nuisance and sound transference … 24 Feb 2021 No Maladministration Broxtowe Borough Council (202008071) Case 202008071 · Local Authority / ALMO or TMO This complaint is about: