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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 3,517 of 16,595 decisions

Decisions

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27 Jun 2024 Maladministration Phoenix Community Housing Association (Bellingham and Downham) Limited (202218933) Case 202218933 · Managing Relations The complaint is about the landlord’s handling of: Reports of a leak and subsequent repairs, damp and mould in the … 27 Jun 2024 Maladministration Richmond Housing Partnership Limited (202302911) Case 202302911 · Old Complaints Handling categories The complaint is about the landlord's handling of: the resident’s reports of a leak into the property. the complaint and … 27 Jun 2024 Maladministration Southend on Sea City Council (202344463) Case 202344463 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the … 27 Jun 2024 No Maladministration Southern Housing (202300525) Case 202300525 · Financial The complaint is about: The landlord’s handling of the resident’s reports of a bed bug infestation in the property. The … 27 Jun 2024 Maladministration Southern Housing Group Limited (202301490) Case 202301490 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of kitchen repairs related to pest control issues. Request … 27 Jun 2024 Maladministration Sovereign Network Group (202306221) Case 202306221 · Estate Management The complaint is about the landlord’s handling of: The resident’s reports of repairs to the garden. The resident’s reports of … 27 Jun 2024 Maladministration Stonewater Limited (202301661) Case 202301661 · Managing Relations The resident’s complaint is about: The landlord’s handling of reports of damp and mould in the resident’s property. The landlord’s … 27 Jun 2024 Partial Maladministration Waltham Forest Council (202331573) Case 202331573 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s report that a caretaker contacted him about rubbish in the … 26 Jun 2024 Partial Maladministration B3 Living Limited (202227991) Case 202227991 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of reports of: Light pollution. Noise transference. Smells in the property. The Ombudsman … 26 Jun 2024 Partial Maladministration Charnwood Borough Council (202308618) Case 202308618 · Managing Relations The complaint is about the landlord’s handling of the installation of a new kitchen. This Service has also considered the … 26 Jun 2024 Maladministration Clarion Housing Association Limited (202223067) Case 202223067 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of reports of a lack of loft insulation and the associated complaint. 26 Jun 2024 Maladministration ForHousing Limited (202302381) Case 202302381 · Old Property Condition migrated-2025 The complaint is about delays to repairs in the property and the compensation awarded. 26 Jun 2024 Maladministration Great Places Housing Association (202300681) Case 202300681 · Old Complaints Handling categories The complaint concerns the landlord’s: Response to reports of a rodent infestation. Handling of reports relating to communal repairs and … 26 Jun 2024 Maladministration Haringey London Borough Council (202320122) Case 202320122 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of repairs including taps and pipework; metal sticking out … 26 Jun 2024 Maladministration Hornsey Housing Trust Limited (202222077) Case 202222077 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports about antisocial behaviour (ASB) and its subsequent decision not … 26 Jun 2024 Maladministration Kirklees Council (202308305) Case 202308305 · Old Property Condition migrated-2025 The complaint is about the landlord’s: Handling of repairs to the property, specifically relating to broken guttering and repointing. Response … 26 Jun 2024 Maladministration Lewisham Council (202231986) Case 202231986 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Handling of damp and mould. Handling of repairs to the resident’s window, door, and … 26 Jun 2024 Reasonable Redress London Borough of Hackney (202312351) Case 202312351 · Managing Relations The complaint is about the landlord’s handling of reports of issues with the communal lighting. The Ombudsman has also considered … 26 Jun 2024 Maladministration London Borough of Hammersmith and Fulham (202220040) Case 202220040 · Old Complaints Handling categories The complaint is about the landlord’s handling of: A leak in the resident’s bathroom. The associated complaint. 26 Jun 2024 Partial Maladministration London & Quadrant Housing Trust (202319847) Case 202319847 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Request for windows to be … 26 Jun 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202233154) Case 202233154 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The request for remedial repairs to the kitchen extractor fan. The replacement … 26 Jun 2024 Partial Maladministration Longhurst Group Limited (202227504) Case 202227504 · Managing Relations The complaint concerns the landlord’s handling of the resident’s concerns about the air source heating pump (ASHP) in her home. … 26 Jun 2024 Maladministration Longhurst Group Limited (202319059) Case 202319059 · Managing Relations The complaint is about the landlord’s handling of reports of damp and mould and associated repairs at the resident’s property. … 26 Jun 2024 Reasonable Redress Notting Hill Genesis (NHG) (201902574) Case 201902574 · Financial The complaint is about the landlord’s: Increase in rent and service charges payable for the property . Communications and complaint … 26 Jun 2024 Partial Maladministration Paradigm Housing Group Limited (202222919) Case 202222919 · Old Complaints Handling categories The complaint is about the landlord’s response to reports about: Pests (pigeons and associated debris). Communal cleaning and maintenance including … 26 Jun 2024 Maladministration Southern Housing (202304187) Case 202304187 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s reports of: a leak from the roof. damp and mould … 26 Jun 2024 Maladministration Southern Housing Group Limited (202221863) Case 202221863 · Managing Relations The landlord’s handling of the resident’s reports of heat loss from the property. This Service has also considered the landlord’s … 25 Jun 2024 Maladministration Abri Group Limited (202230579) Case 202230579 · Financial The complaint is about the landlord’s handling of the resident’s reports of other residents leaving bulk refuse in the communal … 25 Jun 2024 Partial Maladministration Hyde Housing Association Limited (202229264) Case 202229264 · Managing Relations This complaint is about the landlord’s handling of: Repairs following a leak. The resident’s request for a kitchen replacement. The … 25 Jun 2024 Partial Maladministration Hyde Housing Association Limited (202320375) Case 202320375 · Managing Relations This complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. Reports of a … 25 Jun 2024 Maladministration London Borough of Lambeth (202233709) Case 202233709 · Health and Safety (inc. building safety) This complaint is about the landlord’s handling of: Reports of blockages in the resident's kitchen. Reports of mice infestation in … 25 Jun 2024 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202218733) Case 202218733 · Moving/Buying/Selling Home The complaint is about the landlord's response to the resident's reports of concerns about the property it moved her to … 25 Jun 2024 Outside Jurisdiction MHS Homes Ltd (202305073) Case 202305073 · Estate Management REPORT COMPLAINT 202305073 MHS Homes Ltd 5 July 2024 Our approach What we can and cannot consider is called the … 25 Jun 2024 Partial Maladministration Shepherds Bush Housing Association Limited (202228087) Case 202228087 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of various repairs. The landlord’s handling of the resident’s … 25 Jun 2024 Partial Maladministration Southwark Council (202205202) Case 202205202 · Managing Relations The complaint is about the landlord’s response to the resident’s: Reports of damp, and cold air transference from a neighbouring … 25 Jun 2024 Maladministration Stonewater Limited (202304864) Case 202304864 · Managing Relations The complaint is about: The landlord’s management of flooring works. The landlord’s handling of the resident’s claim for compensation due … 24 Jun 2024 Maladministration A2Dominion Housing Group Limited (202305109) Case 202305109 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s reports of damp in the property, including her concerns that … 24 Jun 2024 Maladministration Metropolitan Thames Valley Housing (MTV) (202233224) Case 202233224 · Managing Relations The complaint is about the landlord’s: Handling of reports of damp and mould in the property. Complaint handling. 24 Jun 2024 Maladministration Southwark Council (202216183) Case 202216183 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of Antisocial Behaviour (ASB). 22 Jun 2024 Maladministration Orbit Group Limited (202210269) Case 202210269 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports about repair issues in her property. 21 Jun 2024 Maladministration Gateshead Metropolitan Borough Council (202201953) Case 202201953 · Information and data management The complaint is about the landlord’s response to the resident’s reports of: brickwork and roof repairs. electrics tripping intermittently in … 21 Jun 2024 Maladministration Homes Plus Limited (202312600) Case 202312600 · Managing Relations The complaint concerns the landlord’s handling of repairs to the outhouse of the resident’s property. This investigation has also considered … 21 Jun 2024 Partial Maladministration Hyde Housing Association Limited (202312135) Case 202312135 · ASB/Abuse/Nuisance The complaint is about: The landlord's investigation into complaints about the resident's behaviour, and the associated decision to seek possession … 21 Jun 2024 Maladministration Moat Homes Limited (202332876) Case 202332876 · Managing Relations The complaint is about the landlord's response to the resident's: Reports of water ingress and associated damp and mould; Complaint. … 21 Jun 2024 Maladministration Southern Housing (202224917) Case 202224917 · Information and data management The complaint is about the landlord’s handling of the resident’s reports of several repairs. This investigation also considers the landlord’s … 21 Jun 2024 Maladministration Southern Housing (202313307) Case 202313307 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s application for a management move and its handling of the … 21 Jun 2024 Maladministration Your Housing Group Limited (202304306) Case 202304306 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the resident’s toilet. 20 Jun 2024 No Maladministration A2Dominion Housing Group Limited (202301098) Case 202301098 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s concerns about the maintenance and servicing of the ventilation unit … 20 Jun 2024 Partial Maladministration Bernicia Group (202226172) Case 202226172 · Estate Management The complaint is about the landlord’s response to the resident’s: Concerns about the safety of the boiler and gas pipework, … 20 Jun 2024 Partial Maladministration Clarion Housing Association Limited (202220624) Case 202220624 · Managing Relations The complaint is about the way the landlord handled: The sale of the resident’s property; The resident’s complaint.