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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 2,867 of 16,595 decisions

Decisions

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15 Jun 2023 Partial Maladministration Havering Council (202115901) Case 202115901 · Financial The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property at the start … 15 Jun 2023 Maladministration Homes Plus Limited (202123949) Case 202123949 · Information and data management The complaint is about: The landlord’s standard of workmanship and handling of repairs to the driveway, ground around the property, … 15 Jun 2023 Maladministration London & Quadrant Housing Trust (L&Q) (201915363) Case 201915363 · Financial The complaint is about the landlord’s: Apportionment of service charges for bulky refuse removal. Handling of the resident’s complaint. 15 Jun 2023 Maladministration Sanctuary Housing Association (202217276) Case 202217276 · Information and data management The complaint is about the landlord’s response to the resident’s reports about issues with her windows and damp and mould … 15 Jun 2023 Reasonable Redress Settle Group (202211439) Case 202211439 · Financial The complaint is about the landlord’s response to reports about the actions of its contractor when carrying out clearance works … 15 Jun 2023 Maladministration The Riverside Group Limited (202116185) Case 202116185 · Managing Relations The complaint is about the landlord’s handling of: the resident’s report of a leak in the roof; and the associated … 15 Jun 2023 No Maladministration Trent & Dove Housing Limited (202127701) Case 202127701 · Managing Relations The complaint is about the landlord’s handling of the resident’s: complaint concerning damp and mould and repairs needed in his … 15 Jun 2023 Maladministration Westminster City Council (202121186) Case 202121186 · Information and data management The complaint is about the landlord's handling of: Repairs from commencement of the void (empty) period. The resident's reports of … 14 Jun 2023 Partial Maladministration Clarion Housing Association Limited (202123938) Case 202123938 · Managing Relations This complaint is about: The landlord’s handling of the resident’s reports of a leak from the water tank; The landlord’s … 14 Jun 2023 Partial Maladministration Clarion Housing Association Limited (202206079) Case 202206079 · Financial The complaint is about the landlord’s response to: The resident’s report of damp and mould. The resident's request for compensation … 14 Jun 2023 No Maladministration East Devon District Council (202220645) Case 202220645 · Old Property Condition migrated-2025 REPORT COMPLAINT 202220645 East Devon District Council 14 June 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 14 Jun 2023 Severe Maladministration Home Group Limited (202117203) Case 202117203 · Managing Relations The complaint concerns the landlord’s handling of: The resident’s reports of no heating and hot water. The related complaint. 14 Jun 2023 Maladministration Incommunities Limited (202012539) Case 202012539 · Managing Relations The complaint is about the landlord’s handling of: 14 Jun 2023 Maladministration London Borough of Ealing (202210861) Case 202210861 · Managing Relations The complaint is about the landlord’s: Response to the resident’s concerns that there was a drainage problem at her property. … 14 Jun 2023 Maladministration London Borough of Hackney (202200920) Case 202200920 · Managing Relations The complaint is about the landlord’s handling of: the resident’s reports of repeated leaks from a neighbour’s property; and the … 14 Jun 2023 Maladministration London Borough of Redbridge (202210856) Case 202210856 · Financial The complaint is about the landlord’s: Handling of the damp and mould repairs at the resident’s property. Response to the … 14 Jun 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202114933) Case 202114933 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour (ASB). Counter allegation of noise nuisance … 14 Jun 2023 Severe Maladministration London & Quadrant Housing Trust (L&Q) (202203890) Case 202203890 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of recurring leaks at her previous home. Move to … 14 Jun 2023 Maladministration South Cambridgeshire District Council (202216493) Case 202216493 · Managing Relations The complaint is about the landlord’s: Response to repairs reported during the defect period. Handling of the complaint. 14 Jun 2023 Partial Maladministration Wolverhampton City Council (202209800) Case 202209800 · Managing Relations The complaint is about the landlord's handling of the resident’s request for: call backs under the single point of contact … 13 Jun 2023 Maladministration Camden Council (202117312) Case 202117312 · Managing Relations The complaint relates to; The landlord’s management of the mutual exchange application. The landlord’s management of their complaint. The landlord’s … 13 Jun 2023 Maladministration GreenSquareAccord Limited (202101087) Case 202101087 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance. The landlord’s handling of the resident’s … 13 Jun 2023 Maladministration Leeds City Council (202208004) Case 202208004 · Managing Relations The complaint is about: The landlord’s handling of reports of a leak, damp and mould. The landlord’s handling of the … 13 Jun 2023 Partial Maladministration Lewisham Council (202126424) Case 202126424 · Managing Relations The complaint is about: the landlord’s handling of the resident’s requests for repairs to the boiler, drainage, and plumbing system … 13 Jun 2023 Partial Maladministration Newlon Housing Trust (202210777) Case 202210777 · Information and data management The complaint is about the landlord’s: Response to the resident’s reports of damp and mould Response to the resident’s reports … 13 Jun 2023 Reasonable Redress Notting Hill Genesis (NHG) (202225734) Case 202225734 · Estate Management The complaint is about the landlord’s response to multiple reports that the lift in the resident’s block was broken. 13 Jun 2023 Partial Maladministration Platform Housing Group Limited (202125707) Case 202125707 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: The resident’s concerns about the layout of the neighbouring property. The resident’s … 13 Jun 2023 Partial Maladministration Soho Housing Association Limited (202115216) Case 202115216 · Managing Relations The complaint is about: The landlord’s decision to close its community housing scheme. The landlord’s response to the applicant’s complaint … 13 Jun 2023 Partial Maladministration Solihull Metropolitan Borough Council (202010123) Case 202010123 · Health and Safety (inc. building safety) The complaint is about: The landlord’s decision to replace the warm air unit (WAU) in the resident’s property; The landlord’s … 13 Jun 2023 Reasonable Redress Sovereign Network Homes (202125306) Case 202125306 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of issues with condensation affecting her windows and the … 13 Jun 2023 Partial Maladministration Wandsworth Council (202120938) Case 202120938 · ASB/Abuse/Nuisance This complaint is about the landlord’s: Handling of the resident’s concerns about communal cleaning services. Administration of the resident’s service … 13 Jun 2023 No Maladministration Westminster City Council (202214558) Case 202214558 · Old Property Condition migrated-2025 The complaint concerns the landlord’s response to the resident’s request for compensation due to an issue with mice. 12 Jun 2023 Maladministration Brighton and Hove City Council (202122936) Case 202122936 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of damp and mould in his property. The Ombudsman … 12 Jun 2023 Maladministration Charnwood Borough Council (202109899) Case 202109899 · ASB/Abuse/Nuisance The complaint is about the landlord’s: response to the residents reports of anti-social behaviour (ASB) and its subsequent offer of … 12 Jun 2023 Reasonable Redress Clarion Housing Association Limited (202112113) Case 202112113 · Estate Management The complaint is about the landlord’s response to the resident’s: reports of his neighbours leaving personal items in the communal … 12 Jun 2023 No Maladministration Guinness Care and Support Limited (202124932) Case 202124932 · Managing Relations The complaint is about the landlord's response to a meeting being rearranged without providing notice to the resident. 12 Jun 2023 Severe Maladministration Hammersmith and Fulham Council (202102777) Case 202102777 · Managing Relations This complaint is about the landlord’s handling of: Repairs to the resident’s windows, the insulation of the loft and kitchen … 12 Jun 2023 No Maladministration Incommunities Limited (202106979) Case 202106979 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of pests (bed bugs) in her property. 12 Jun 2023 Maladministration Leeds City Council (202112509) Case 202112509 · Managing Relations The complaint is about: The landlord's handling of repairs to the resident's property following a mutual exchange. The landlord's handling … 12 Jun 2023 Partial Maladministration North West Leicestershire District Council (202210568) Case 202210568 · Managing Relations The complaint is about the landlord’s response to the resident’s: Reports about a warning letter it sent her. Reports about … 12 Jun 2023 Partial Maladministration Notting Hill Genesis (NHG) (202201501) Case 202201501 · Estate Management This complaint is regarding the landlord’s handling of: reports of others parking in the resident’s designated disabled parking bay, and; … 12 Jun 2023 Maladministration Places for People Group Limited (202211133) Case 202211133 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s request for fence repairs and replacement. 12 Jun 2023 Partial Maladministration Southwark Council (202115107) Case 202115107 · Managing Relations The complaint concerns: How the landlord responded to the resident’s reports of a burst pipe in the building’s pump room. … 11 Jun 2023 Maladministration Hyde Housing Association Limited (202209517) Case 202209517 · Information and data management The complaint concerns: The landlord’s response to the resident’s reports of repair issues in her bathroom. The landlord’s record keeping. 11 Jun 2023 Reasonable Redress Peak District Rural Housing Association Limited (202208459) Case 202208459 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s concerns about his property’s heating system. 11 Jun 2023 Reasonable Redress Sanctuary Housing Association (202215016) Case 202215016 · Managing Relations The complaint is about the landlord’s handling of: Drainage repairs at the resident’s property. The associated complaint. 10 Jun 2023 Partial Maladministration Clarion Housing Association Limited (202125147) Case 202125147 · Managing Relations The complaint is about the landlord’s: Handling of repairs to the resident’s balcony door. Complaint handling. 10 Jun 2023 No Maladministration Guinness Housing Association Limited (202222155) Case 202222155 · Estate Management The complaint is about the landlord’s response to the report that it caused damage to the resident’s front door, window … 9 Jun 2023 Maladministration ForHousing Limited (202214578) Case 202214578 · Managing Relations The complaint is about: The landlord’s response to the resident’s concerns about repair delays and asbestos at her property , … 9 Jun 2023 Partial Maladministration London Borough of Hackney (202206746) Case 202206746 · Managing Relations The complaint is about: The landlord’s response to the resident’s request for reimbursement of her expenses when experiencing a backflow …