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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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20 Jan 2021 Maladministration Hammersmith and Fulham Council (202000590) Case 202000590 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of repairs required at the property; in particular, delay to inspection/repair of an … 20 Jan 2021 Maladministration Hexagon Housing Association Limited (201914551) Case 201914551 REPORT COMPLAINT 201914551 Hexagon Housing Association Limited 22 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 20 Jan 2021 Maladministration Lambeth Council (202003390) Case 202003390 · Leaseholder REPORT COMPLAINT 202003390 Lambeth Council 20 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 20 Jan 2021 Maladministration London & Quadrant Housing Trust (202000305) Case 202000305 · Old Charges categories The complaint is about the lack of rent abatement for the period that the resident was temporarily decanted from her … 20 Jan 2021 Outside Jurisdiction Network Homes Limited (201900298) Case 201900298 · Old Property Condition categories The complaint is about: 20 Jan 2021 No Maladministration Notting Hill Genesis (201911978) Case 201911978 · Moving/Buying/Selling Home The complaint is about the landlord's handling of the resident’s reports concerning: noise related ASB issues with the neighbours. the … 20 Jan 2021 Outside Jurisdiction Notting Hill Genesis (202007739) Case 202007739 The complaint is about: 20 Jan 2021 No Maladministration Saxon Weald (201915048) Case 201915048 · Managing Relations REPORT COMPLAINT 201915048 Saxon Weald 20 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 20 Jan 2021 Outside Jurisdiction Southwark Council (202001947) Case 202001947 · Local Authority / ALMO or TMO The complaint is about the increase to the service charge for major works following a section 20 consultation process. 19 Jan 2021 Mediation Connexus Housing Limited (202001558) Case 202001558 · Old Estate Management categories REPORT COMPLAINT 202001558 Connexus Housing Limited 19 January 2021 Our approach Under our early resolution process, the Ombudsman works with … 19 Jan 2021 No Maladministration Grand Union Housing Group Limited (202006565) Case 202006565 The complaint is about the landlord’s decision not to replace the resident’s carpet. 19 Jan 2021 No Maladministration Kingston upon Thames Council (202004119) Case 202004119 · Old Property Condition migrated-2025 The complaint concerns how the landlord responded to the resident’s repair report for a communal light. 19 Jan 2021 No Maladministration Mosscare St. Vincent’s Housing Group Limited (202003392) Case 202003392 This complaint is about the landlord’s handling of the resident’s concerns about the information he was given about the Right … 19 Jan 2021 No Maladministration One Vision Housing Limited (201913423) Case 201913423 REPORT COMPLAINT 201913423 One Vision Housing Limited 19 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 19 Jan 2021 Outside Jurisdiction Peabody Trust (202007376) Case 202007376 · Old Property Condition migrated-2025 The complaint relates to the landlords handling of a heating dis-repair issue. 19 Jan 2021 Partial Maladministration Woking Borough Council (202000175) Case 202000175 · Local Authority / ALMO or TMO The complaint is about the landlord’s: response to the resident’s request for repair works to the toilet at his property; … 18 Jan 2021 No Maladministration Ealing Council (202004088) Case 202004088 · Occupancy Rights The complaint refers to: The Landlord’s decision not to allow the Resident’s daughter to succeed the tenancy. The Landlord’s handling … 18 Jan 2021 Partial Maladministration Haringey Council (201915284) Case 201915284 · Local Authority / ALMO or TMO REPORT COMPLAINT 201915284 Haringey Council 18 January 2021 Our approach 1. The Housing Ombudsman’s approach to investigating and determining complaints … 18 Jan 2021 No Maladministration Leeds City Council (201902442) Case 201902442 · Local Authority / ALMO or TMO The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour including its communication with the resident. 18 Jan 2021 Partial Maladministration LiveWest Homes Limited (202004014) Case 202004014 · Estate Management The complaint refers to: The Landlord’s handling of the Resident’s concerns about the management of the car park at her … 18 Jan 2021 No Maladministration Metropolitan Housing Trust Limited (201806741) Case 201806741 · Old Property Condition categories REPORT COMPLAINT 201806741 Metropolitan Housing Trust Limited 18 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 18 Jan 2021 No Maladministration Notting Hill Genesis (202002469) Case 202002469 · Old Property Condition categories REPORT COMPLAINT 202002469 Notting Hill Genesis 21 April 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 18 Jan 2021 Maladministration Octavia Housing (201913343) Case 201913343 REPORT COMPLAINT 201913343 Octavia Housing 14 April 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 18 Jan 2021 Partial Maladministration Phoenix Community Housing Association (Bellingham and Downham) Limited (201908453) Case 201908453 · Leaseholder The complaint is about: The landlord’s response to the resident’s reports of damage caused to the property following a leak. … 18 Jan 2021 Partial Maladministration Southwark Council (201815464) Case 201815464 · Local Authority / ALMO or TMO The resident complained about the landlord’s response to his: reports of a gas leak at the property on 8 February … 18 Jan 2021 No Maladministration Wandsworth Council (202000746) Case 202000746 · Local Authority / ALMO or TMO The complaint is about: The landlord’s handling of internal repairs to the property, including delays in completing repairs, poor communication … 15 Jan 2021 Outside Jurisdiction Array (202001047) Case 202001047 · Old Charges categories The resident complains about the level of service charge charged in relation to his property and the reasonableness of the … 15 Jan 2021 Outside Jurisdiction Catalyst Housing Limited (202001847) Case 202001847 · Managing Relations The complaint concerns: the landlord’s response to reports of water ingress and a lack of electricity supply to the garage; … 15 Jan 2021 Maladministration Clarion Housing Association Limited (201810771) Case 201810771 · Old Property Condition categories REPORT COMPLAINT 201810771 Clarion Housing Association Limited 12 January 2021 Our approach 1. The Housing Ombudsman’s approach to investigating and … 15 Jan 2021 Outside Jurisdiction Lambeth Council (202001297) Case 202001297 · Local Authority / ALMO or TMO This complaint is about the landlord’s response to the resident’s concerns about the increase in his service charges, in particular, … 15 Jan 2021 Partial Maladministration London & Quadrant Housing Trust (201914099) Case 201914099 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to Government guidance on fire safety and cladding in relation to the building … 15 Jan 2021 Maladministration Optivo (202005182) Case 202005182 · Old Property Condition migrated-2025 This complaint is about the landlord’s response to the resident’s reports of mould in her property. 15 Jan 2021 No Maladministration Six Town Housing Limited (202000098) Case 202000098 · Old Property Condition categories The complaint is about the landlord’s response to: repairs at the property; cigarette smoke entering the property. 14 Jan 2021 No Maladministration Aster Group Limited (201916183) Case 201916183 · Managing Relations The complaints are about: How the landlord responded to concerns raised about the attitude of its staff. The landlord’s decision … 14 Jan 2021 Maladministration Axiom Housing Association Limited (202002115) Case 202002115 · Old Property Condition categories The complaint is about the time taken by the landlord to activate the gas supply in the resident’s property at … 14 Jan 2021 Partial Maladministration Eastbourne Borough Council (202003830) Case 202003830 · Case Review The complaint refers to: The landlord’s handling of your transfer from your previous property. Information provided by the landlord at … 14 Jan 2021 Maladministration One Housing Group (202003763) Case 202003763 REPORT COMPLAINT 202003763 One Housing Group 14 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 14 Jan 2021 Maladministration Westminster City Council (202002702) Case 202002702 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to a leak at the property and its subsequent compensation offer. 13 Jan 2021 Maladministration Catalyst Housing Limited (201807134) Case 201807134 The resident has complained about the administration of his rent account, specifically the handling of a housing benefit payment and … 13 Jan 2021 Maladministration ForHousing Limited (202006822) Case 202006822 The complaint is about: the landlord’s handling of roof repairs. The complaint is also about the landlord’s complaints handling. 13 Jan 2021 No Maladministration Leeds City Council (201912704) Case 201912704 · Managing Relations The complaint is about: the landlord’s handling of the resident’s reports of repairs needed to the rear door, kitchen, window … 13 Jan 2021 Outside Jurisdiction Southwark Council (202007170) Case 202007170 · Leaseholder REPORT COMPLAINT 202007170 Southwark Council 13 January 2021 Our approach What we can and cannot consider is called the Ombudsman’s … 12 Jan 2021 Outside Jurisdiction A2Dominion Homes Limited (201915585) Case 201915585 · Old Home Ownership Issues (not new build) categories This complaint is about the landlord’s response to the resident’s request for an extension to her lease. 12 Jan 2021 No Maladministration Accord Housing Association Limited (202006726) Case 202006726 · Occupancy Rights The complaint is about the landlord’s response to information provided by the resident about her right to buy request. 12 Jan 2021 Outside Jurisdiction Bassetlaw District Council (202002925) Case 202002925 · Local Authority / ALMO or TMO The complaint concerns the resident’s eviction from their former property due to rent arrears, which they state arose due to … 12 Jan 2021 Maladministration Clarion Housing Association Limited (201915053) Case 201915053 The complaint is about the landlord’s response to the resident’s reports about the condition of the shared garden. 12 Jan 2021 No Maladministration Guinness Housing Association Limited (202003807) Case 202003807 · Managing Relations The complaint refers to: 12 Jan 2021 No Maladministration Impact Housing Association Limited (202003113) Case 202003113 The complaint refers to the Landlord’s handling of the Resident’s reports of antisocial behaviour (ASB), drug use and drug distribution … 12 Jan 2021 Maladministration Newham Council (201913856) Case 201913856 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of a leak in the bathroom causing mould, damp, … 12 Jan 2021 Outside Jurisdiction One Housing Group (202006808) Case 202006808 · Health and Safety (inc. building safety) REPORT COMPLAINT 202006808 One Housing Group 11 January 2021 Our approach What we can and cannot consider is called the …