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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 1,960 of 16,595 decisions

Decisions

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24 Feb 2022 Partial Maladministration Southern Housing Group Limited (202118131) Case 202118131 · Managing Relations The complaint is about: The landlord’s handling of the resident’s concerns about the condition of the property when he moved … 24 Feb 2022 No Maladministration Sovereign Housing Association Limited (202012067) Case 202012067 · Moving/Buying/Selling Home The complaint concerns how the landlord had handled the resident’s request to be permanently rehoused. 24 Feb 2022 Maladministration The Guinness Partnership Limited (202114705) Case 202114705 · Old Property Condition migrated-2025 The complaint is about the level of compensation offered by the landlord following acknowledged service failures relating to its repairs … 24 Feb 2022 No Maladministration Tower Hamlets Council (202102768) Case 202102768 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s report of a leak in his property. 24 Feb 2022 No Maladministration Wandle Housing Association Limited (202014773) Case 202014773 · Estate Management The complaint is about: The landlord’s response to the resident’s concerns about the communal window cleaning at the property. The … 23 Feb 2022 Partial Maladministration Adur District Council (201907325) Case 201907325 · ASB/Abuse/Nuisance The complaint is about the landlords handling of: The resident’s reports concerning anti-social behaviour. The installation of soundproofing. The Ombudsman … 23 Feb 2022 Maladministration Bromford Housing Association Limited (202007837) Case 202007837 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of flooding at the property and associated damage. 23 Feb 2022 Partial Maladministration Community Gateway Association Limited (201904880) Case 201904880 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB): between 2010 and February 2019. … 23 Feb 2022 Partial Maladministration Croydon Council (202006659) Case 202006659 · Financial This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s concerns around the condition … 23 Feb 2022 No Maladministration London & Quadrant Housing Trust (202005112) Case 202005112 · Estate Management The complaint is about the landlord’s response to the resident’s reports of: Broken lift and intercom at the property and … 23 Feb 2022 Maladministration Orbit Housing Association Limited (202001562) Case 202001562 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of resident’s concerns about: Asbestos in the garden at the property and the … 23 Feb 2022 No Maladministration Southwark Council (202008800) Case 202008800 · ASB/Abuse/Nuisance The resident’s complaint is about the landlord’s response to her reports of anti-social behaviour (“ASB”) by her neighbour. 22 Feb 2022 Reasonable Redress Islington Council (202107231) Case 202107231 · Old Property Condition migrated-2025 This complaint is about the landlord’s response to the residents’ repair request following a leak into their wet room. 22 Feb 2022 Partial Maladministration Nuneaton and Bedworth Borough Council (202011526) Case 202011526 · Old Property Condition migrated-2025 This complaint is about: The landlord’s response to the resident’s reports of water and vegetation ingress at the property’s garage … 22 Feb 2022 No Maladministration Paragon Asra Housing Limited (202100150) Case 202100150 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of the kitchen and bathroom upgrades; The condition of the property when the … 22 Feb 2022 Severe Maladministration Southern Housing Group Limited (202102647) Case 202102647 · Managing Relations The complaint is about: The landlord’s handling of damp and mould at the property. The associated communication and complaints handling. 22 Feb 2022 Reasonable Redress Westminster City Council (202109512) Case 202109512 · ASB/Abuse/Nuisance The complaint is about: The actions of the local authority’s environmental health department in response to the resident’s reports of … 21 Feb 2022 Maladministration Camden Council (202007497) Case 202007497 · Health and Safety (inc. building safety) The complaint is about: The landlord’s handling of restorative works at the resident’s property, following a water leak. The landlord’s … 21 Feb 2022 No Maladministration Harlow District Council (202006770) Case 202006770 · Estate Management REPORT COMPLAINT 202006770 Harlow District Council 21 February 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 21 Feb 2022 Partial Maladministration Kirklees Council (202006481) Case 202006481 · Managing Relations The complaint concerns the landlord’s: response to the resident’s reports of an operative causing damage to her property. response to … 21 Feb 2022 Maladministration Optivo (202105121) Case 202105121 · ASB/Abuse/Nuisance The resident’s complaint is about the landlord’s handling of her complaint about Anti Social Behaviour (“ASB”). 21 Feb 2022 Reasonable Redress Peabody Trust (202006782) Case 202006782 · Moving/Buying/Selling Home The complaint is about the level of compensation the landlord offered in relation to its handling of the sale of … 21 Feb 2022 Partial Maladministration Sanctuary Housing Association (202001888) Case 202001888 · Information and data management The complaint is about the landlord’s handling of window repairs at the property. The Ombudsman has also investigated the landlord’s … 21 Feb 2022 Partial Maladministration Sanctuary Housing Association (202107138) Case 202107138 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s concerns about staff conduct. The Ombudsman has also investigated the … 21 Feb 2022 Maladministration Southwark Council (202006396) Case 202006396 · Old Property Condition migrated-2025 The resident’s complaint is about the landlord’s decision not to install a hand basin in the bathroom of the property. 21 Feb 2022 Maladministration Thanet District Council (202100615) Case 202100615 · Old Property Condition migrated-2025 The complaint is about the landlords’ handling of the residents’ concerns about the condition of the kitchen including the lack … 21 Feb 2022 No Maladministration The Guinness Partnership Limited (202103612) Case 202103612 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s report of a leak at the property. 21 Feb 2022 No Maladministration Wolverhampton City Council (202112929) Case 202112929 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s request for repairs to her shed, and her subsequent complaint. 18 Feb 2022 No Maladministration A2Dominion Housing Group Limited (202106070) Case 202106070 · ASB/Abuse/Nuisance REPORT COMPLAINT 202106070 A2Dominion Housing Group Limited 18 February 2022 Our approach The Housing Ombudsman’s approach to investigating and determining … 18 Feb 2022 Maladministration Birmingham City Council (202015944) Case 202015944 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of and communication regarding outstanding repairs for water leaks into the resident’s leasehold … 18 Feb 2022 Reasonable Redress Karbon Homes Limited (202110697) Case 202110697 · Managing Relations REPORT COMPLAINT 202110697 Karbon Homes Limited 18 February 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 18 Feb 2022 Reasonable Redress Newcastle City Council (202010082) Case 202010082 · Managing Relations The lack of support offered by the landlord following the resident witnessing an aggravated burglary opposite her previous property. 18 Feb 2022 Maladministration North Kesteven District Council (202008668) Case 202008668 · Estate Management The complaint is regarding the landlord’s: Handling of repairs at the resident’s property, including damp issues and works to her … 18 Feb 2022 Partial Maladministration Tower Hamlets Homes (202115528) Case 202115528 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s dissatisfaction with its antisocial behaviour (ASB) policy and procedure. The … 17 Feb 2022 Maladministration Birmingham City Council (202102644) Case 202102644 · Managing Relations REPORT COMPLAINT 202102644 Birmingham City Council 17 February 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 17 Feb 2022 Partial Maladministration Hackney Council (202100876) Case 202100876 · Financial The complaint is about: The landlord’s response to the resident’s queries about service charges for the financial year 2019/20, including … 17 Feb 2022 No Maladministration Runnymede Borough Council (202107057) Case 202107057 · Moving/Buying/Selling Home The complaint is about: the landlord’s refusal of the resident’s mutual exchange application and; the landlord’s response to the resident’s … 17 Feb 2022 Partial Maladministration Southwark Council (202016039) Case 202016039 · Financial This complaint is about: The landlord’s handling of the resident’s reports of two roof leaks at the building; The landlord’s … 17 Feb 2022 No Maladministration Swindon Borough Council (202108577) Case 202108577 · Managing Relations The complaint is about the landlord’s handling of concerns raised by the resident regarding changes made to its sheltered housing … 16 Feb 2022 Maladministration Birmingham City Council (202016076) Case 202016076 · Old Property Condition migrated-2025 The complaint is about: The landlord’s response to the resident’s reports of damp and mould at the property. The landlord’s … 16 Feb 2022 No Maladministration Clarion Housing Association Limited (202003749) Case 202003749 · Information and data management This complaint is about: The level of redress the landlord offered in respect of its acknowledged delays and failures whilst … 16 Feb 2022 Maladministration London & Quadrant Housing Trust (202101738) Case 202101738 · Financial The complaint is about the landlord’s decision to increase rent payments following an IT error. 16 Feb 2022 Maladministration Peabody Trust (202107980) Case 202107980 · ASB/Abuse/Nuisance The complaint is about how the landlord handled the resident’s reports of antisocial behaviour (ASB) and counter allegations of ASB … 16 Feb 2022 No Maladministration Rochdale Boroughwide Housing Limited (202017219) Case 202017219 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports about the condition of the property. 16 Feb 2022 No Maladministration Wandsworth Council (202004707) Case 202004707 · Estate Management The complaint is about the landlord’s response to: Repairs to communal lighting. The payment of service charge for electricity. 15 Feb 2022 Maladministration Clarion Housing Association Limited (202012888) Case 202012888 · Old Property Condition migrated-2025 REPORT COMPLAINT 202012888 Clarion Housing Association Limited 15 February 2022 Our approach The Housing Ombudsman’s approach to investigating and determining … 15 Feb 2022 Partial Maladministration Co-operative Development Society Limited (202117248) Case 202117248 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to: The resident’s reports of damp and mould in her property. The resident’s … 15 Feb 2022 No Maladministration Derwent Housing Association Limited (202010251) Case 202010251 · Moving/Buying/Selling Home REPORT COMPLAINT 202010251 Derwent Housing Association Limited 15 February 2022 Our approach The Housing Ombudsman’s approach to investigating and determining … 15 Feb 2022 Outside Jurisdiction Housing 21 (202116614) Case 202116614 · Managing Relations The complaint concerns the landlord's handling of a reference request for the resident’s housing application for a property with another … 14 Feb 2022 Maladministration Birmingham City Council (202106300) Case 202106300 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of problems with the heating system in the property.