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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

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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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24 Feb 2021 Partial Maladministration Clarion Housing Association Limited (202005810) Case 202005810 The complaint is about the landlord’s: 24 Feb 2021 Partial Maladministration Croydon Churches Housing Association Limited (202001549) Case 202001549 · Old Compensation categories This complaint is about the following issues: The landlord’s handling of leaks to a neighbouring property, including its handling of … 24 Feb 2021 Maladministration Flagship Housing Group Limited (202005674) Case 202005674 · Financial The resident complained about the landlord’s response: 24 Feb 2021 No Maladministration Gentoo Group Limited (201817178) Case 201817178 · Old Tenants Behaviour categories The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours. 24 Feb 2021 No Maladministration Sheffield City Council (201915229) Case 201915229 · Local Authority / ALMO or TMO REPORT COMPLAINT 201915229 Sheffield City Council 24 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 24 Feb 2021 No Maladministration Southern Housing Group Limited (202007148) Case 202007148 The resident complains about the landlord’s decision to refuse her request for the notice period for the property to be … 24 Feb 2021 Partial Maladministration Thanet District Council (202001554) Case 202001554 · Local Authority / ALMO or TMO The complaint is about: The landlord’s response to reports of an infestation; The landlord’s response to reports of Antisocial Behaviour … 23 Feb 2021 Partial Maladministration Aldwyck Housing Group Limited (201907614) Case 201907614 · Financial The complaint is about service charges added to the resident’s rent account by the landlord. The Ombudsman has also considered … 23 Feb 2021 Maladministration Barnet Homes (202004063) Case 202004063 · Managing Relations The complaint refers to: The landlord’s handling of repairs to the resident’s property. The resident’s concerns relating to staff conduct. 23 Feb 2021 Maladministration Catalyst Housing Limited (202002366) Case 202002366 · Old Complaints Handling categories REPORT COMPLAINT 202002366 Catalyst Housing Limited 23 February 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 23 Feb 2021 Partial Maladministration Central and Cecil Housing Trust (202002657) Case 202002657 · Financial The tenant has complained that: The landlord took too long to refund a service charge credit The landlord took too … 23 Feb 2021 Outside Jurisdiction Crawley Borough Council (202003168) Case 202003168 · Financial This complaint is about: The resident’s liability to pay costs relating to repairs to his porch roof, included in his … 23 Feb 2021 Outside Jurisdiction Housing 21 (201905687) Case 201905687 · Applicant This complaint is about: The landlord’s handling of the resident’s application for housing in an extra care property in 2016. … 23 Feb 2021 Maladministration London & Quadrant Housing Trust (201915921) Case 201915921 · Old Compensation categories REPORT COMPLAINT 201915921 London and Quadrant Housing Trust 23 February 2021 Our approach The Housing Ombudsman’s approach to investigating and … 23 Feb 2021 Maladministration London & Quadrant H T (202003178) Case 202003178 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of outstanding repairs to the heating system. 23 Feb 2021 Partial Maladministration Notting Hill Genesis (201909347) Case 201909347 · Estate Management REPORT COMPLAINT 201909347 Notting Hill Genesis 23 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 23 Feb 2021 No Maladministration Pine Court Housing Association Limited (202001625) Case 202001625 · Old Charges categories The complaint concerns: The landlord’s handling of the resident’s rent account. The level of advice and support provided by the … 23 Feb 2021 Reasonable Redress Sanctuary Housing Association (202003183) Case 202003183 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of damp and mould in his property. 23 Feb 2021 No Maladministration Shepherds Bush Housing Association Limited (202009257) Case 202009257 · Old Property Condition categories The complaint is about the landlord’s response to the resident’s request for it to carry out a roof repair. 23 Feb 2021 Outside Jurisdiction Thames Valley Housing Association Limited (201904274) Case 201904274 · Estate Management The complaint concerns a dispute about the area allocated to the resident as their garden and how this is defined … 23 Feb 2021 No Maladministration Wakefield And District Housing Limited (202005491) Case 202005491 The complaint concerns: The landlord’s decision not to progress the resident’s Right to Acquire (RTA) application. The level of compensation … 22 Feb 2021 Maladministration Hyde Housing Association Limited (202006083) Case 202006083 · Occupancy Rights The complaint is about the landlord’s handling of the resident’s request to terminate her tenancy and her subsequent request for … 22 Feb 2021 Outside Jurisdiction Islington Council (202001430) Case 202001430 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of a leak through their bathroom ceiling. 22 Feb 2021 Partial Maladministration London & Quadrant Housing Trust (201914783) Case 201914783 · Leaseholder The complaint is about the landlord’s response to the resident’s: allegations of not maintaining the drainage system at the property; … 22 Feb 2021 Maladministration Mid Devon District Council (202007057) Case 202007057 · Managing Relations The complaint is about the landlord’s decision to recharge the resident for repair costs following works on her boiler. 22 Feb 2021 Partial Maladministration Newham Council (201907168) Case 201907168 · Financial The complaint is about: the landlord’s handling of rent arrears following the resident’s succession of the tenancy; the landlord’s handling … 22 Feb 2021 Outside Jurisdiction Paragon Asra Housing Limited (202005054) Case 202005054 · Information and data management The resident complained about the landlord’s: handling of a staircasing transaction in 2012. response to their request for the registration … 22 Feb 2021 Mediation Sanctuary Housing Association (202006829) Case 202006829 The complaint is about the landlord’s response to the resident’s reports of reoccurring leaks at their property. 19 Feb 2021 No Maladministration Cottsway Housing Association Limited (201914012) Case 201914012 The complaint is about the landlord’s response to the resident’s request to be allowed to retain CCTV he had installed … 19 Feb 2021 Maladministration Grand Union Housing Group Limited (201913972) Case 201913972 · Case Review The complaint is about the landlord’s response to the resident’s report of disrepair in the property, primarily: The dormer windows … 19 Feb 2021 Partial Maladministration Sanctuary Housing Association (202007710) Case 202007710 · Old Tenants Behaviour categories The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her … 18 Feb 2021 Maladministration Clarion Housing Association Limited (201906262) Case 201906262 · Old Property Condition categories The resident complains about the landlord’s delay in resolving a leak into the property, and its subsequent offer of compensation … 18 Feb 2021 Partial Maladministration Kingston upon Thames Council (202002989) Case 202002989 · Managing Relations The complaint is about: The landlord’s response to the resident’s concerns about an old heating box. Complaint handling. 18 Feb 2021 No Maladministration Lambeth Council (201910354) Case 201910354 · Managing Relations The complaint is about the landlord’s: response to the resident’s concerns about plans for electrical works at her property; response … 18 Feb 2021 No Maladministration MHS Homes Ltd (201904750) Case 201904750 · Voluntary The complaint is regarding the landlord’s handling of: The resident’s reports of Anti-Social Behaviour and harassment from a neighbour. 17 Feb 2021 Partial Maladministration Clarion Housing Association Limited (201901347) Case 201901347 · Old Property Condition categories The complaint is about the landlord’s response to reports of: broken paving slabs; defective street lighting; and complaint handling. 17 Feb 2021 Mediation Hackney Council (202005077) Case 202005077 · Old Property Condition migrated-2025 The resident complained about the landlord’s handling of repairs to the heating and hot water in the property. 17 Feb 2021 No Maladministration Hammersmith and Fulham Council (201904615) Case 201904615 · Local Authority / ALMO or TMO The complaint concerns: The landlord’s handling of the resident’s reports of a leak into his property. The landlord’s decision not … 17 Feb 2021 Mediation Home Group Limited (201915622) Case 201915622 · Estate Management The resident complained about how the landlord handled their: 17 Feb 2021 No Maladministration Kingston upon Hull City Council (202005965) Case 202005965 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to: the resident’s reports of damp and mould between 2015 and June 2019 … 16 Feb 2021 Maladministration Dudley Metropolitan Borough Council (201911389) Case 201911389 · Managing Relations The complaint concerns: The landlord’s response to the resident’s request for bathroom and kitchen repairs. The landlord’s communication and complaint … 16 Feb 2021 Reasonable Redress Hammersmith and Fulham Council (202005270) Case 202005270 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of repairs to the resident’s fence. 16 Feb 2021 Partial Maladministration London & Quadrant Housing Trust (202000180) Case 202000180 · Old Charges categories The complaint is about: the administration of service charges the landlord’s handling of the associated formal complaint. 16 Feb 2021 No Maladministration Notting Hill Genesis (202000349) Case 202000349 · Old Complaints Handling categories The complaint is about: The landlord’s response to the resident’s requests for adaptations to the property. Her reports of repairs … 16 Feb 2021 Partial Maladministration Octavia Housing (202007247) Case 202007247 · Old Property Condition migrated-2025 The complaint is about: The landlord’s response to the resident’s reports of noise disturbance from a neighbouring property; The landlord’s … 16 Feb 2021 Mediation One Housing Group (202006720) Case 202006720 The complaint is about: 16 Feb 2021 Maladministration One Housing Group Limited (202000092) Case 202000092 · 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 … 15 Feb 2021 Mediation Leeds City Council (202005372) Case 202005372 · Repairs The resident complained about the landlord’s response to repairs, following a number of leaks at the property. 15 Feb 2021 Partial Maladministration London & Quadrant Housing Trust (202001700) Case 202001700 · Health and Safety (inc. building safety) The complaint is about: The accuracy of the fire safety assessment completed by the landlord in relation to the building … 15 Feb 2021 Partial Maladministration Sanctuary Housing Association (201914575) Case 201914575 · Leaseholder REPORT COMPLAINT 201914575 Sanctuary Housing Association 15 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints …