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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 1,976 of 16,595 decisions

Decisions

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7 Dec 2021 No Maladministration Onward Homes Limited (202107634) Case 202107634 · Managing Relations The complaint is about the landlord’s handling of: The resident’s report of a broken shower. The resident’s report of a … 6 Dec 2021 Maladministration Birmingham City Council (202010756) Case 202010756 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of damage caused to: The hot tub at the … 6 Dec 2021 Partial Maladministration Clarion Housing Association Limited (202016709) Case 202016709 · Financial REPORT COMPLAINT 202016709 Clarion Housing Association Limited 6 December 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 5 Dec 2021 Reasonable Redress Royal Borough of Kensington and Chelsea (202106991) Case 202106991 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled repairs to the heating and hot water system of the property. 5 Dec 2021 Partial Maladministration Waltham Forest Council (202110675) Case 202110675 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled repairs to: The guttering of the building. The shower in the resident’s property. 5 Dec 2021 Partial Maladministration Westminster City Council (202100956) Case 202100956 · Health and Safety (inc. building safety) The complaint is about: The landlord’s handling of follow-on works from its previous gas safety service in January 2020. The … 5 Dec 2021 No Maladministration Yorkshire Housing Limited (202102640) Case 202102640 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s transfer application. The landlord’s response to the resident’s reports of … 4 Dec 2021 Partial Maladministration Birmingham City Council (202107520) Case 202107520 · Local Authority / ALMO or TMO The complaint refers to: The landlord’s handling of the resident’s reports of repairs needed to the external doors of the … 4 Dec 2021 Outside Jurisdiction Clarion Housing Association Limited (202012470) Case 202012470 · Information and data management The complaint is about the resident’s concerns that the landlord disclosed information about them to a neighbour. 4 Dec 2021 Reasonable Redress Southwark Council (202109108) Case 202109108 · Local Authority / ALMO or TMO The complaint concerns the level of compensation offered by the landlord following a water leak into the resident’s property. 3 Dec 2021 Outside Jurisdiction Anchor Hanover Group (202015214) Case 202015214 · Financial This complaint is about the landlord’s handling of the resident’s concerns about the increase in his service charges and the … 3 Dec 2021 Partial Maladministration Bournville Village Trust (202100005) Case 202100005 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports of a leak in her bathroom; response to the … 3 Dec 2021 Reasonable Redress London & Quadrant Housing Trust (202012424) Case 202012424 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled the resident’s charges for energy usage. 3 Dec 2021 Maladministration Metropolitan Thames Valley Housing (202012607) Case 202012607 · Managing Relations The landlord’s response to window repairs and snagging reports. The Ombudsman has also considered the landlord’s complaint handling. 3 Dec 2021 Reasonable Redress Network Homes Limited (202115065) Case 202115065 · Occupancy Rights The complaint is about: 3 Dec 2021 Mediation Notting Hill Genesis (201914804) Case 201914804 · Managing Relations The complaint concerns the landlord’s decision to refuse to issue the compensation offered in its final response. 3 Dec 2021 No Maladministration Royal Borough of Kensington and Chelsea (202006364) Case 202006364 · Local Authority / ALMO or TMO The complaint is about: The landlord’s response to the resident’s reports of mismatched lighting in the communal areas. The landlord’s … 3 Dec 2021 Reasonable Redress Royal Borough of Kensington and Chelsea (202107921) Case 202107921 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s complaint about its removal of items from her shed. 3 Dec 2021 Outside Jurisdiction Southwark Council (202119989) Case 202119989 · Local Authority / ALMO or TMO The complaint concerns the resident’s dissatisfaction with a phone call made by the landlord’s rent team. 3 Dec 2021 Outside Jurisdiction Southwark Council (202119990) Case 202119990 · Local Authority / ALMO or TMO The complaint concerns the landlord’s response to a leak from the property above. 3 Dec 2021 Outside Jurisdiction St Peter’s Saltley Housing Association Limited (202012286) Case 202012286 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of the resident’s concerns about the plastering works and his report of damage … 3 Dec 2021 No Maladministration Yorkshire Housing Limited (202111360) Case 202111360 · ASB/Abuse/Nuisance The resident is complaining about the landlord’s handling of antisocial behaviour by her neighbour. 2 Dec 2021 Maladministration London & Quadrant Housing Trust (201916023) Case 201916023 · Managing Relations The complaint is about the landlord’s: Response to a leak at the resident’s property. Handling of remedial works following the … 2 Dec 2021 Maladministration Welwyn Hatfield Borough Council (202003333) Case 202003333 · Managing Relations The complaint is about the condition of the property when let to the resident. The Ombudsman has also considered the … 1 Dec 2021 Partial Maladministration Hammersmith and Fulham Council (202011986) Case 202011986 · Local Authority / ALMO or TMO The complaint is about the length of time taken by the landlord to complete restorative repairs at the resident’s property. … 1 Dec 2021 No Maladministration Leeds City Council (202106547) Case 202106547 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s report of a water leak into her property. 1 Dec 2021 Reasonable Redress Network Homes Limited (202106191) Case 202106191 · Estate Management The complaint is about the landlord’s handling of a back surge of communal drain water into the property and its … 30 Nov 2021 Partial Maladministration Accent Housing Limited (202006312) Case 202006312 · Financial The complaint is about: The landlord’s response to the resident’s allegations of non-compliance with policies set out by the Department … 30 Nov 2021 Outside Jurisdiction Croydon Council (202009684) Case 202009684 · Local Authority / ALMO or TMO This complaint is about the landlord’s handling of the resident’s noise nuisance reports. 30 Nov 2021 Maladministration Hackney Council (202005813) Case 202005813 · Old Property Condition categories The complaint is about the landlord’s response to the resident’s reports of repairs in the property. 30 Nov 2021 No Maladministration Halton Housing (202015876) Case 202015876 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB). The Ombudsman has also considered … 30 Nov 2021 No Maladministration Kingston upon Thames Council (202007847) Case 202007847 · Local Authority / ALMO or TMO This complaint is about the landlord’s handling of the resident’s reports that his property was uninhabitable due to chemical contamination. 30 Nov 2021 Partial Maladministration LiveWest Homes Limited (202015208) Case 202015208 · Managing Relations The complaint is about the landlord’s response in respect of: The resident’s reports about delays in completing repairs in the … 30 Nov 2021 Maladministration London & Quadrant Housing Trust (202015446) Case 202015446 · Managing Relations The complaints are about the landlord’s: Handling of repairs to the communal water supply pipe valves. Response to the resident’s … 30 Nov 2021 No Maladministration London & Quadrant Housing Trust (202105318) Case 202105318 · Moving/Buying/Selling Home The complaint refers to: The landlord’s handling of the resident’s reports of damp and mould in the property. The landlord’s … 30 Nov 2021 Reasonable Redress Midland Heart Limited (202103806) Case 202103806 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of noise transference in her property. 30 Nov 2021 Partial Maladministration Onward Homes Limited (202013218) Case 202013218 · Managing Relations The resident complains about: The time taken for the landlord to complete a repair to the kitchen door. How the … 30 Nov 2021 Maladministration Onward Homes Limited (202014307) Case 202014307 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s report of damp and mould in the property. 30 Nov 2021 No Maladministration Optivo (202014937) Case 202014937 · Estate Management The complaint is about the landlord’s response to the resident’s reports that his vehicle was removed from outside his property. 30 Nov 2021 Reasonable Redress Optivo (202109450) Case 202109450 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s concerns regarding the condition of the property when she moved … 30 Nov 2021 Maladministration Peabody Trust 2018 (202002013) Case 202002013 · ASB/Abuse/Nuisance The complaint concerns: the landlord's response to the resident's reports of antisocial behaviour. the landlord's handling of the resident's request … 30 Nov 2021 Partial Maladministration Raven Housing Trust Limited (202001573) Case 202001573 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of: A leak from a neighbouring property and compensation … 30 Nov 2021 Reasonable Redress Regenda Limited (202101190) Case 202101190 · Financial The complaint is about the landlord’s response to the resident’s reports about her service charge account. 30 Nov 2021 Maladministration Shepherds Bush Housing Association Limited (202004086) Case 202004086 · Old Property Condition migrated-2025 This complaint is about the landlord’s response to various repairs at the property. 30 Nov 2021 Partial Maladministration Southern Housing Group Limited (202001367) Case 202001367 · Managing Relations The complaint is about: The landlord’s response to the resident’s report of a rat infestation. The landlord’s delays in its … 30 Nov 2021 Partial Maladministration Southern Housing Group Limited (202012080) Case 202012080 · Health and Safety (inc. building safety) The resident complains about the landlords handling of: 30 Nov 2021 No Maladministration Tandridge District Council (202009531) Case 202009531 · Old Property Condition migrated-2025 The landlord’s response to the resident’s assertion that contractors advised him to use both heating switches, which resulted in additional … 30 Nov 2021 Partial Maladministration The Guinness Partnership Limited (202102041) Case 202102041 · Financial The complaint is regarding the landlord’s: Handling of a repair following a reported leak. Response to the resident’s request for … 30 Nov 2021 No Maladministration Thrive Homes Limited (202003370) Case 202003370 · Old Property Condition migrated-2025 The complaint concerns: The landlord's handling of repairs to the bathroom ceiling, floor, and shower screen. The landlord's handling of … 30 Nov 2021 No Maladministration Two Rivers Housing (202010606) Case 202010606 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of repairs to the roof and guttering including its response to reports of …