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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.

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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 2,051 of 16,595 decisions matching "investigation"

Decisions

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22 Sep 2023 Maladministration Lambeth Council (202204121) Case 202204121 · Health and Safety (inc. building safety) The complaint is about: The landlord’s handling of the repairs to the resident’s property. The landlord’s handling of the temporary … 14 Sep 2023 Partial Maladministration London Borough of Harrow (202205620) Case 202205620 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: The resident's concerns about the behaviour of a member of staff; The … 11 Sep 2023 Severe Maladministration Paragon Asra Housing Limited (202216297) Case 202216297 · Managing Relations The complaint is about the landlord's handling of the resident’s: reports of domestic abuse. complaint handling. This investigation will also … 8 Sep 2023 Maladministration Swindon Borough Council (202208774) Case 202208774 · Managing Relations The complaint is about the landlord’s handling of requests for repairs to windows in the property, as well as the … 5 Sep 2023 Maladministration Rooftop Housing Association Limited (202203134) Case 202203134 · Managing Relations The complaint is about the landlord’s handling of reported issues with the resident’s garden. The Ombudsman has also considered the … 31 Aug 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202225049) Case 202225049 · Financial The complaint is about the landlord’s handling of the resident’s concerns regarding service charges applied to her account. The Ombudsman … 21 Aug 2023 Partial Maladministration Royal Borough Of Greenwich (202219125) Case 202219125 · Managing Relations This complaint is about the landlord’s handling of: The resident’s reports of defective windows and doors, and the resulting cold … 14 Aug 2023 Maladministration Welwyn Hatfield Borough Council (202122294) Case 202122294 · Managing Relations The complaint is about: the landlord’s handling the resident’s reports of leaks, damp and mould at the property; the landlord’s … 10 Aug 2023 Maladministration Bromford Housing Group Limited (202210356) Case 202210356 · Managing Relations The complaint is about the landlord’s: handling of requests for repairs to the porch; handling of requests for repairs to … 9 Aug 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202120759) Case 202120759 · Health and Safety (inc. building safety) The complaint is about: The landlord’s response to the resident’s request for information about fire safety and cladding on the … 8 Aug 2023 Partial Maladministration Notting Hill Genesis (NHG) (202213630) Case 202213630 · Financial The complaint is about the landlord’s response to: The resident’s challenge to the level of her service charge in previous … 31 Jul 2023 Maladministration Octavia Housing (202108938) Case 202108938 · Managing Relations The complaint is about: The landlord’s handling of leaks into the resident’s property from the flat above. The landlord’s handling … 28 Jul 2023 Partial Maladministration A2Dominion Housing Group Limited (202011791) Case 202011791 · Information and data management The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Reports of damage caused by … 12 Jul 2023 Maladministration Southern Housing Group Limited (202118236) Case 202118236 · Managing Relations The complaint is about the landlord’s response to the resident's reports of: Damp and mould. A leak in the bathroom … 30 Jun 2023 Partial Maladministration Islington Council (202206179) Case 202206179 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: the resident’s reports of water ingress from the balcony and within the … 30 Jun 2023 Partial Maladministration Notting Hill Genesis (NHG) (202011240) Case 202011240 · ASB/Abuse/Nuisance The complaint is about: the landlord’s handling of the resident’s reports about noise nuisance, anti-social and threatening behaviour from their … 28 Jun 2023 Partial Maladministration London Borough of Ealing (202127721) Case 202127721 · Managing Relations This complaint is about: The condition of the property and the standard of checks undertaken by the landlord at the … 23 Jun 2023 Partial Maladministration Torus62 Limited (202109613) Case 202109613 · Managing Relations This complaint is about the landlord’s handling of the resident’s requests for a renewal of her kitchen. This investigation has … 19 Jun 2023 Maladministration Hightown Housing Association Limited (202101957) Case 202101957 · Old Complaints Handling categories The complaint is regarding the landlord’s response to concerns the resident raised about the temperature within his property. This investigation … 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 … 6 Jun 2023 Partial Maladministration Bromford Housing Group Limited (202110482) Case 202110482 · Financial The complaint is about: Liability for damages and loss caused during a fire at the resident’s home; Liability for damages … 18 May 2023 Maladministration Westminster City Council (202117364) Case 202117364 · Managing Relations This complaint is about how the landlord handled the resident’s reports of water ingress, damp, damage to the front and … 17 May 2023 Maladministration Longhurst Group Limited (202121508) Case 202121508 · Information and data management This complaint is about the way the landlord handled the resident’s reports of a leaking hot water cylinder. This investigation … 15 May 2023 Partial Maladministration Southwark Council (202202636) Case 202202636 · Estate Management This complaint is about: The landlord’s response to reports of drainage problems. The landlord’s investigation of recurring heating faults. The … 26 Apr 2023 Maladministration Network Homes Limited (202113831) Case 202113831 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of the resident’s reports of noise nuisance from his neighbour’s property. This investigation … 13 Apr 2023 Maladministration Birmingham City Council (202115796) Case 202115796 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports that their boiler and heating were not working properly. … 31 Mar 2023 Partial Maladministration A2Dominion Housing Group Limited (202002090) Case 202002090 · Managing Relations The complaint is about the landlord’s response to the resident’s concerns about: his application to purchase a property through the … 31 Mar 2023 Maladministration Haringey London Borough Council (202124402) Case 202124402 · Managing Relations The complaint is regarding the landlord’s: Handling of the resident’s reports of a leak in the property. Response to the … 22 Mar 2023 Partial Maladministration Sovereign Housing Association Limited (202206099) Case 202206099 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB). Concerns regarding the upkeep of … 1 Mar 2023 Partial Maladministration Bristol City Council (202015210) Case 202015210 · ASB/Abuse/Nuisance The complaint is regarding the landlord’s: Response to the resident’s concerns about the suitability of his property. Response to the … 20 Feb 2023 Partial Maladministration Brentwood Borough Council (202203731) Case 202203731 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s reports that her neighbour had removed her washing line from … 15 Feb 2023 Maladministration Livv Housing Group (202113921) Case 202113921 · Estate Management The complaint is about the landlord’s: Handling of the resident’s reports about the condition of her garden; Response to reports … 8 Sep 2022 Partial Maladministration Connect Housing Association Limited (202012071) Case 202012071 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of: A gas leak that impacted the residents health. … 18 Jul 2022 Reasonable Redress Your Housing Limited (202117883) Case 202117883 · Managing Relations The complaint is about the level of compensation offered by the landlord following a leak into the resident’s property. The … 14 Jul 2022 Maladministration London Borough of Hackney (202107142) Case 202107142 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of a leak. The Ombudsman has also identified that … 12 Jul 2022 Partial Maladministration Southway Housing Trust (Manchester) Limited (202108884) Case 202108884 · ASB/Abuse/Nuisance The complaint is regarding the resident’s: Request to be rehoused. Reports of noise nuisance and anti-social behaviour (ASB). This investigation … 28 Jun 2022 Partial Maladministration Birmingham City Council (202107400) Case 202107400 · Managing Relations The complaint is about the landlord’s response to the resident’s: reports of a roof leak; request for a replacement door. … 19 May 2022 Partial Maladministration Newham Council (202004315) Case 202004315 · Managing Relations The complaint is about the landlord’s responses to the resident’s: request for evidence of its findings following its investigation into … 15 Mar 2022 Maladministration Birmingham City Council (202109631) Case 202109631 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports about an external water leak. This investigation has also … 4 Feb 2022 Reasonable Redress Onward Homes Limited (202115233) Case 202115233 · ASB/Abuse/Nuisance The complaint concerns how the landlord handled: The resident’s reports of a leak from the roof of the property. Investigations … 15 Dec 2021 Maladministration Hyde Housing Association Limited (202103219) Case 202103219 · Managing Relations The complaint is about the landlord erroneously changing the locks at the property and its subsequent investigation of the error. … 29 Nov 2021 Partial Maladministration Habinteg Housing Association Limited (202016889) Case 202016889 · ASB/Abuse/Nuisance NOTE: AMENDED INVESTIGATION REPORT Case Ref: 202016889 Created by Gillian Lowdon on 15/12/2021 10:45:24 Title: NOTE: AMENDED INVESTIGATION REPORT Category: … 24 Nov 2021 No Maladministration Lambeth Council (202010354) Case 202010354 · Local Authority / ALMO or TMO The resident has complained about the landlord's investigation of and response to his: reports of being disturbed by impact noise … 22 Nov 2021 Partial Maladministration Hammersmith and Fulham Council (202005513) Case 202005513 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of repair issues with her bathroom and kitchen, and … 3 Nov 2021 Outside Jurisdiction Kingston upon Thames Council (202116743) Case 202116743 · Local Authority / ALMO or TMO The complaint concerns the Council’s Environmental Health Department’s response to the complainant’s request for noise monitoring equipment and the outcome … 1 Oct 2021 Reasonable Redress Platform Housing Group Limited (202108975) Case 202108975 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s requests for repairs to his kitchen extractor fan. Investigation into … 17 Sep 2021 Partial Maladministration Abri Group Limited (202004696) Case 202004696 · Estate Management The complaint is about the landlord’s handling of the resident’s reports about the communal lift in the building. This investigation … 9 Sep 2021 No Maladministration Slough Borough Council (202006996) Case 202006996 · Local Authority / ALMO or TMO The complaint is about: The level of compensation offered by the landlord in relation to its handling of roof repairs … 7 Sep 2021 No Maladministration Home Group Limited (202006473) Case 202006473 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s: reports about maintenance issues at her property, including: mould; electrical … 30 Jun 2021 No Maladministration Places for People Homes Limited (201916334) Case 201916334 · Managing Relations The complaint is about: The landlord’s handling of report of a sewage leak and concerns about drainage in the property. …