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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 3,517 of 16,595 decisions

Decisions

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22 Jul 2024 Maladministration Metropolitan Thames Valley Housing (MTV) (202226559) Case 202226559 · Managing Relations The complaint is about the landlord's handling of the resident’s concerns about the suitability of decant accommodation. The Ombudsman will … 22 Jul 2024 Maladministration Southern Housing (202221957) Case 202221957 · Old Complaints Handling categories This complaint is about the landlord’s handling of: Reports of water ingress into the resident’s property. The associated complaint. 22 Jul 2024 Partial Maladministration South Holland District Council (202233115) Case 202233115 · Health and Safety (inc. building safety) The complaint is about: The landlord's handling of the resident’s personal belongings in his former property following a fire. The … 22 Jul 2024 Maladministration Yorkshire Housing Limited (202303208) Case 202303208 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of window repairs. 19 Jul 2024 Maladministration Barnsley Metropolitan Borough Council (202305828) Case 202305828 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s reported concerns about: artex and asbestos; damp and mould; the … 19 Jul 2024 Maladministration Clarion Housing Association Limited (202322885) Case 202322885 · Managing Relations The complaint is about the landlord’s: 19 Jul 2024 Maladministration ForHousing Limited (202314204) Case 202314204 · Managing Relations The complaint is regarding the landlord’s response to the resident’s reports of a leak, the associated repairs and reports of … 19 Jul 2024 Maladministration Kirklees Council (202322546) Case 202322546 · ASB/Abuse/Nuisance The resident’s complaint is about the landlord’s handling of his report of threatening behaviour by a neighbour. 19 Jul 2024 No Maladministration London & Quadrant Housing Trust (L&Q) (202308819) Case 202308819 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of repairs following a leak to the bedroom. Reports … 19 Jul 2024 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202324168) Case 202324168 · Managing Relations The complaint is about the landlord’s handling of repairs to address a leak from the roof and the associated damp … 19 Jul 2024 Maladministration Sanctuary Housing Association (202224022) Case 202224022 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: subsidence in the property; repairs to the shower. The Ombudsman has also … 19 Jul 2024 Partial Maladministration Town and Country Housing (202305926) Case 202305926 · Managing Relations The complaint is about the landlord’s handling of: Repairs to: Doors. A leak under the kitchen sink. A gap in … 19 Jul 2024 Maladministration Vivid Housing Limited (202318464) Case 202318464 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of damp and mould in a main bedroom and dining room. The Ombudsman … 18 Jul 2024 Maladministration Clarion Housing Association Limited (202234095) Case 202234095 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his … 18 Jul 2024 Reasonable Redress Clarion Housing Association Limited (202331902) Case 202331902 · Managing Relations The complaint is about: The landlord’s handling of damp and mould reports. The landlord’s handling of the resident’s complaint. 18 Jul 2024 Reasonable Redress GreenSquareAccord Limited (202307331) Case 202307331 · Old Complaints Handling categories The complaint is about the landlord entering the resident’s garage and disposing of the contents. The Ombudsman has also investigated … 18 Jul 2024 Maladministration Jigsaw Homes Group Limited (202322838) Case 202322838 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered … 18 Jul 2024 Maladministration London Borough of Barking and Dagenham (202311480) Case 202311480 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of leaks and associated damp and mould affecting her … 18 Jul 2024 Severe Maladministration London & Quadrant Housing Trust (L&Q) (202340261) Case 202340261 · Old Property Condition migrated-2025 This complaint is about how the landlord handled the resident’s reports of a leak from her upstairs neighbour’s flat. 18 Jul 2024 Maladministration Longhurst Group Limited (202221733) Case 202221733 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of interior, window frame, and electrical repairs at the resident’s property. The landlord’s … 18 Jul 2024 Partial Maladministration Longhurst Group Limited (202330082) Case 202330082 · Managing Relations This complaint is about the landlord’s handling of: Front door repairs. The associated complaint. 18 Jul 2024 Partial Maladministration Sanctuary Housing Association (202304669) Case 202304669 · Managing Relations The resident’s complaint is about the landlord’s handling of: Squirrels in the loft of the property and repairs to associated … 18 Jul 2024 Maladministration Southern Housing Group Limited (202229901) Case 202229901 · Estate Management The complaint is about the landlord’s handling of parking management at the resident’s block by its freeholder’s managing agent. 17 Jul 2024 Partial Maladministration Birmingham City Council (202222814) Case 202222814 · Information and data management The complaint is about: The conduct of the landlord’s staff. A repair to the front door and boiler. The Ombudsman … 17 Jul 2024 Partial Maladministration Dacorum Borough Council (202212553) Case 202212553 · Managing Relations The complaint is about the landlord’s: Response to a leak and subsequent collapsed ceilings at the property. Complaint handling. 17 Jul 2024 Partial Maladministration London Borough of Hackney (202301222) Case 202301222 · Financial The complaint is about the landlord’s response to: the resident’s reports of a leak and associated repairs in her bedroom. … 17 Jul 2024 Maladministration Red Kite Community Housing Limited (202222068) Case 202222068 · Managing Relations This complaint is about the landlord’s handling of: The resident’s reports of repairs and damp in her bathroom. The associated … 16 Jul 2024 Maladministration Norwich City Council (202319029) Case 202319029 · Old Complaints Handling categories The complaint is about the landlord's: Response to requests for repairs to the kitchen window. Response to reports of issues … 16 Jul 2024 Maladministration Southern Housing Group Limited (202346818) Case 202346818 · Managing Relations The complaint is about the landlord’s handling of the resident’s report of damp and mould in the property. The Ombudsman … 16 Jul 2024 Partial Maladministration Sovereign Network Homes (Former Network Homes) (202301357) Case 202301357 · Managing Relations The complaint is about the landlord’s: Response to damp and mould. Response to repair issues including the condition of the … 16 Jul 2024 Maladministration Walterton and Elgin Community Homes Limited (202220044) Case 202220044 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of damp and mould and request for windows to … 15 Jul 2024 Reasonable Redress Great Places Housing Association (202233150) Case 202233150 · Managing Relations This complaint is about: The landlord’s handling of external repairs. The associated complaint. 15 Jul 2024 Partial Maladministration Phoenix Community Housing Association (Bellingham and Downham) Limited (202301452) Case 202301452 · Managing Relations The complaint is about the landlord’s response to the resident’s reports about: A pest infestation; An outstanding repair; Staff conduct. 15 Jul 2024 Maladministration Sovereign Network Homes (202300111) Case 202300111 · Managing Relations The complaint is about: The landlord’s handling of damp and mould in November 2022. The landlord’s handling of damp and … 15 Jul 2024 Maladministration Sovereign Network Homes (Former Network Homes) (202314764) Case 202314764 · Managing Relations The complaint is about the landlord’s handling of a leak. This Service has also considered the landlord’s complaint handling. 12 Jul 2024 Partial Maladministration A2Dominion Housing Group Limited (202233594) Case 202233594 · Managing Relations The complaint is about the landlord’s response to the resident’s: Reports of drafts coming in from the windows. Request for … 12 Jul 2024 Severe Maladministration London & Quadrant Housing Trust (L&Q) (202220110) Case 202220110 · Managing Relations The complaint is about: The landlord’s management of damp and mould reports and the associated repairs. The landlord’s handling of … 12 Jul 2024 Partial Maladministration Magenta Living (202230503) Case 202230503 · Old Complaints Handling categories REPORT COMPLAINT 202230503 Magenta Living 12 July 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 12 Jul 2024 No Maladministration Newlon Housing Trust (202224478) Case 202224478 · Old Complaints Handling categories The complaint is about the landlord’s response to reports of damage to flooring. The Ombudsman has also considered the landlord’s … 12 Jul 2024 Reasonable Redress Onward Homes Limited (202234079) Case 202234079 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: The resident’s report of a lack of hot water in the bathroom. … 12 Jul 2024 Reasonable Redress Orbit Group Limited (202306179) Case 202306179 · Old Complaints Handling categories The complaint is about the landlord’s handling of repairs following a leak, including reports of damp and mould. The Ombudsman … 12 Jul 2024 Outside Jurisdiction Sandwell Metropolitan Borough Council (202305551) Case 202305551 · Old Property Condition migrated-2025 The resident’s complaint is about: The landlord’s decision not to reclassify her property as having two bedrooms rather than three; … 12 Jul 2024 Maladministration Southern Housing Group Limited (202337322) Case 202337322 · Managing Relations The complaint is about the landlord’s: handling of insulation and loft repairs. complaint handling. 12 Jul 2024 Maladministration The Guinness Partnership Limited (202310449) Case 202310449 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports about leaks in her kitchen. 11 Jul 2024 Partial Maladministration Broadland Housing Association Limited (202315191) Case 202315191 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s concerns: That a gas hob had been installed incorrectly. That … 11 Jul 2024 Partial Maladministration Hyde Housing Association Limited (202317233) Case 202317233 · Managing Relations This complaint is about: The landlord’s handling of the resident’s reports of defects in their newly built property. The delay … 11 Jul 2024 Maladministration Lambeth Council (202315922) Case 202315922 · Estate Management This complaint is about the landlord’s handling of repairs to a communal lift. 11 Jul 2024 Partial Maladministration Leeds City Council (202303188) Case 202303188 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Decision to no longer communicate with the resident’s chosen representative . Decision to carry … 11 Jul 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202221241) Case 202221241 · ASB/Abuse/Nuisance The complaint is regarding the landlord’s handling of a reported noise nuisance. The landlord’s complaint handling has also been investigated. 11 Jul 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202308916) Case 202308916 · Information and data management The complaint refers to the landlord’s: Handling of leaks, damp and mould, and bathroom repairs. Management of the resident’s complaint …