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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 2,867 of 16,595 decisions

Decisions

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28 Apr 2023 Reasonable Redress Midland Heart Limited (202202815) Case 202202815 · ASB/Abuse/Nuisance The complaint is about: the landlord’s handling of the resident’s reports of noise nuisance. the landlords handling of the associated … 28 Apr 2023 No Maladministration Midland Heart Limited (202204167) Case 202204167 · ASB/Abuse/Nuisance This complaint is about the way the landlord handled the resident’s reports of drug- and tobacco-related antisocial behaviour and harassment. 28 Apr 2023 Partial Maladministration Newlon Housing Trust (202107310) Case 202107310 · Health and Safety (inc. building safety) The complaint is about: The landlord’s response to the resident’s request for an EWS1 form. The landlord’s communication regarding the … 28 Apr 2023 Outside Jurisdiction Notting Hill Genesis (NHG) (202206376) Case 202206376 · Health and Safety (inc. building safety) This complaint is about the landlord’s refusal to address the resident’s concerns regarding alternative access arrangements for disabled persons when … 28 Apr 2023 Maladministration Onward Homes Limited (202121697) Case 202121697 · Managing Relations The complaint is about: The landlord’s handling of a recurring leak into the property. The landlord’s handling of issues with … 28 Apr 2023 Partial Maladministration Onward Homes Limited (202204981) Case 202204981 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) from neighbours. The landlord’s complaint … 28 Apr 2023 Maladministration Peabody Trust (202112245) Case 202112245 · Managing Relations The complaint is about: The landlord’s handling of the repairs to the property. The landlord’s handling of the complaint and … 28 Apr 2023 Reasonable Redress Peabody Trust (202127764) Case 202127764 · Managing Relations The complaint is about landlord’s handling of: 28 Apr 2023 Maladministration Places for People Group Limited (202202414) Case 202202414 · Managing Relations The complaint is about: The landlord's response to concerns raised about its attitude and approach towards the resident. The landlord’s … 28 Apr 2023 Maladministration Southern Housing Group Limited (202206524) Case 202206524 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of hot water loss. The Ombudsman has also considered … 28 Apr 2023 No Maladministration Southwark Council (202117882) Case 202117882 · ASB/Abuse/Nuisance The complaint is about the landlord's response to the resident's reports about the CCTV his neighbour installed in the communal … 28 Apr 2023 Partial Maladministration Thames Valley Housing Association Limited (202115633) Case 202115633 · Estate Management The resident complains about the landlords handling of: Repairs to the communal door. The cleaning of the communal areas of … 28 Apr 2023 Maladministration The Guinness Partnership Limited (202117121) Case 202117121 · Old Complaints Handling categories REPORT COMPLAINT 202117121 The Guinness Partnership Limited 27 April 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 28 Apr 2023 No Maladministration Wandsworth Council (202209074) Case 202209074 · Old Complaints Handling categories The complaint is about: The landlord’s handling of repairs for water ingress at the resident's property. The landlord’s response to … 28 Apr 2023 Outside Jurisdiction Wigan Metropolitan Borough Council (202014943) Case 202014943 · ASB/Abuse/Nuisance The complaint is about: The landlord’s application to court for an injunction following reports of Anti-Social Behaviour made against the … 27 Apr 2023 Maladministration Abri Group Limited (202119402) Case 202119402 · Estate Management The complaint is about the landlord’s handling of: the resident’s reports of the standard of communal cleaning within the resident’s … 27 Apr 2023 No Maladministration Haringey London Borough Council (202110720) Case 202110720 · Financial The complaint is about: The landlord’s communication with the leaseholder about its insurance cover. The landlord’s response to the leaseholder’s … 27 Apr 2023 Reasonable Redress Home Group Limited (202114889) Case 202114889 · Managing Relations The complaint is about the landlord’s handling of a kitchen refurbishment. 27 Apr 2023 Partial Maladministration Islington Council (202119071) Case 202119071 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of a leak following the installation of a new … 27 Apr 2023 Partial Maladministration Lambeth Council (202120072) Case 202120072 · Old Property Condition migrated-2025 The resident complains about how the landlord handled his reports of leaks affecting the property, including the time taken to … 27 Apr 2023 Reasonable Redress Legal and General Affordable Homes (202205814) Case 202205814 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: A repair of the resident's bath. The resident's request for aids and … 27 Apr 2023 Maladministration LiveWest Homes Limited (202123970) Case 202123970 · Estate Management The complaint is about the landlord’s response to the resident’s concerns about the standard of cleaning and communal grounds maintenance. 27 Apr 2023 Reasonable Redress LiveWest Homes Limited (202200124) Case 202200124 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to repairs to the resident’s oil tank. 27 Apr 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202111468) Case 202111468 · Financial The complaint is about: The level of service charges. The landlord’s handling of the resident’s service charge queries. The landlord’s … 27 Apr 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202111543) Case 202111543 · Financial The complaint is about: the landlord’s handling of the resident’s concerns about an increase in service charges which he did … 27 Apr 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202128192) Case 202128192 · Estate Management The complaint is about the landlord’s response to the concerns raised by the resident in relation to disabled parking. 27 Apr 2023 Maladministration Metropolitan Thames Valley Housing (202128435) Case 202128435 · Managing Relations The complaint is about: The landlord’s handling of repairs to a faulty boiler. This Service has also considered the complaint … 27 Apr 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202212022) Case 202212022 · Financial The complaint is about: The landlord’s response to the resident and their power of attorney about its decision to implement … 27 Apr 2023 Partial Maladministration Raven Housing Trust Limited (202200090) Case 202200090 · Estate Management The complaint is about: The landlord's administration of the service charge account. The level and reasonableness of service charges. The … 27 Apr 2023 Maladministration Reading Borough Council (202104235) Case 202104235 · Managing Relations The complaint concerns the landlord’s: Handling of reports of damp, mould, and condensation affecting the property. Complaint handling. 27 Apr 2023 Partial Maladministration Six Town Housing Limited (202107717) Case 202107717 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour. The landlord’s approach and subsequent decision … 27 Apr 2023 Partial Maladministration Southern Housing Group Limited (202120411) Case 202120411 · Health and Safety (inc. building safety) The complaint is regarding the landlord’s handling of: The replacement of fire safety doors. The resident’s reports about the conduct … 27 Apr 2023 Maladministration Sovereign Network Homes (202113716) Case 202113716 · ASB/Abuse/Nuisance REPORT COMPLAINT 202113716 Network Housing 27 April 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 27 Apr 2023 No Maladministration The Guinness Partnership Limited (202108495) Case 202108495 · ASB/Abuse/Nuisance The complaint is about the landlord: Failing to advise the resident that he was signing a tenancy agreement. Failing to … 27 Apr 2023 Maladministration The Guinness Partnership Limited (202120378) Case 202120378 · Managing Relations The complaint is about the landlord’s: Handling of leaks to the resident’s bath and shower; Handling of external drainage issues; … 27 Apr 2023 Maladministration Wigan Metropolitan Borough Council (202210202) Case 202210202 · Managing Relations REPORT COMPLAINT 202210202 Wigan Metropolitan Borough Council 27 April 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 26 Apr 2023 Maladministration Believe Housing Limited (202122515) Case 202122515 · Old Property Condition migrated-2025 The complaint is about the: The condition of the property at the start of the tenancy. The landlord’s handling of … 26 Apr 2023 Maladministration Birmingham City Council (202121450) Case 202121450 · Managing Relations The complaint is about: The landlord’s response to reports of a defective window. The landlord’s handling of the associated complaint. 26 Apr 2023 No Maladministration Bristol City Council (202100119) Case 202100119 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour. 26 Apr 2023 Partial Maladministration Camden Council (202117200) Case 202117200 · Estate Management The complaint is about: The resident’s concerns about the level of service charges. The landlord’s response to concerns about the … 26 Apr 2023 Maladministration Dacorum Borough Council (202203963) Case 202203963 · Managing Relations This complaint concerns: The landlord’s handling of the resident’s reports of water ingress in the storage area located in the … 26 Apr 2023 Reasonable Redress Home Group Limited (202203091) Case 202203091 · Managing Relations The complaint is about the level of compensation offered for the landlord’s acknowledged service failures relating to the repair of … 26 Apr 2023 Maladministration Islington Council (202210715) Case 202210715 · Managing Relations The complaint is about the landlord's handling of repairs to the resident’s front door, and the associated offer of compensation. … 26 Apr 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202206262) Case 202206262 · ASB/Abuse/Nuisance The complaint is about: The handling of the resident’s request to be rehoused. The handling of the resident’s reports of … 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 … 26 Apr 2023 No Maladministration Notting Hill Genesis (202213890) Case 202213890 · Moving/Buying/Selling Home The complaint is about: The landlord’s handling of a shared ownership purchase, including the advertisement of the property on the … 26 Apr 2023 Maladministration Onward Homes Limited (202101999) Case 202101999 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of the resident’s reports about: Anti-social behaviour (ASB). The neighbour’s CCTV. Issues with … 26 Apr 2023 Maladministration Royal Borough Of Greenwich (202212417) Case 202212417 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s request to get a new front door. Complaint handling. 26 Apr 2023 Partial Maladministration Spitalfields Housing Association Limited (202016687) Case 202016687 · Managing Relations The complaint is regarding the landlord’s: Repairs team’s responses to the resident’s calls and emails. Handling of the associated complaint. 26 Apr 2023 Reasonable Redress The Guinness Partnership Limited (202122181) Case 202122181 · Managing Relations The complaint is about the landlord’s handling of: The replacement of the windows in the resident’s property. The resident’s concerns …