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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 3,716 of 16,595 decisions matching "association"

Decisions

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18 Jul 2024 Reasonable Redress Clarion Housing Association Limited (202331902) Case 202331902 · Managing Relations The complaint is about: The landlord’s handling of damp and mould reports. The landlord’s handling of the resident’s complaint. 18 Jul 2024 Partial Maladministration Sanctuary Housing Association (202304669) Case 202304669 · Managing Relations The resident’s complaint is about the landlord’s handling of: Squirrels in the loft of the property and repairs to associated … 15 Jul 2024 Reasonable Redress Great Places Housing Association (202233150) Case 202233150 · Managing Relations This complaint is about: The landlord’s handling of external repairs. The associated complaint. 15 Jul 2024 Partial Maladministration Phoenix Community Housing Association (Bellingham and Downham) Limited (202301452) Case 202301452 · Managing Relations The complaint is about the landlord’s response to the resident’s reports about: A pest infestation; An outstanding repair; Staff conduct. 11 Jul 2024 Partial Maladministration Broadland Housing Association Limited (202315191) Case 202315191 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s concerns: That a gas hob had been installed incorrectly. That … 11 Jul 2024 Partial Maladministration Hyde Housing Association Limited (202317233) Case 202317233 · Managing Relations This complaint is about: The landlord’s handling of the resident’s reports of defects in their newly built property. The delay … 10 Jul 2024 Partial Maladministration Sanctuary Housing Association (202226735) Case 202226735 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to reports of: Antisocial behaviour by the resident’s neighbour. The resident’s neighbour feeding … 9 Jul 2024 Partial Maladministration Sanctuary Housing Association (202228567) Case 202228567 · Managing Relations REPORT COMPLAINT 202228567 Sanctuary Housing Association 9 July 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 4 Jul 2024 No Maladministration Lambeth and Southwark Housing Association Limited (202114084) Case 202114084 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: Attempts to carry out a gas safety inspection. Repairs to the property. 4 Jul 2024 Partial Maladministration Shepherds Bush Housing Association Limited (202226018) Case 202226018 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Request to have a cupboard removed from the property. Reports … 3 Jul 2024 No Maladministration Cottsway Housing Association Limited (202303404) Case 202303404 · Old Property Condition migrated-2025 The complaint is about the landlord’s refusal to install the resident’s preferred choice of flooring. 28 Jun 2024 No Maladministration Broadacres Housing Association Limited (202207664) Case 202207664 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of the resident’s reports of various repairs, including a leaking stop tap, damp … 28 Jun 2024 Partial Maladministration Clarion Housing Association Limited (202315910) Case 202315910 · Health and Safety (inc. building safety) This complaint is about the landlord’s handling of the resident’s reports of: Damp and mould in her home. Excessive cold … 28 Jun 2024 Maladministration Hexagon Housing Association Limited (202229905) Case 202229905 · Managing Relations The complaint is about the landlord’s response to: The resident’s reports of repairs required when she moved into the property. … 28 Jun 2024 Maladministration Hyde Housing Association Limited (202218277) Case 202218277 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Various repairs. Request to have gas central heating installed. Formal … 28 Jun 2024 Partial Maladministration Sanctuary Housing Association (202323551) Case 202323551 · Managing Relations The resident’s complaints are about: Complaint 1. The landlords handling of the repairs to the resident's heating and hot water … 28 Jun 2024 Maladministration Sanctuary Housing Association (202332046) Case 202332046 · Information and data management The resident’s complaint is about the landlord’s response to the resident’s reports about insulation, windows, door and the bathroom. The … 27 Jun 2024 No Maladministration Clarion Housing Association Limited (202212249) Case 202212249 · Health and Safety (inc. building safety) This complaint is about the landlord’s: Handling of the resident’s decant following a fire in her home. Response to the … 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 … 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 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 … 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 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 … 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 … 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. 20 Jun 2024 Partial Maladministration Clarion Housing Association Limited (202301476) Case 202301476 · Health and Safety (inc. building safety) The complaint is about The landlord’s handling of a gas safety inspection. The landlord’s response to reports of a gas … 18 Jun 2024 Partial Maladministration Castles & Coasts Housing Association Limited (202122765) Case 202122765 · Estate Management The complaint is about the landlord’s handling of: The resident’s reports about the level of service charge. The resident’s concerns … 18 Jun 2024 No Maladministration Clarion Housing Association Limited (202302245) Case 202302245 · Estate Management The landlord’s handling of the resident’s reports regarding: the garden drainage; replacement of the garden fence; damp and mould in … 18 Jun 2024 No Maladministration Gateway Housing Association Limited (202217623) Case 202217623 · Responsive repairs/activity The complaint is about the landlord's handling of the resident’s request for adaptations to their property. 18 Jun 2024 Maladministration Shepherds Bush Housing Association Limited (202211009) Case 202211009 · ASB/Abuse/Nuisance The complaint is about the landlord's handling of reports of noise nuisance from a neighbouring property. The landlord’s complaints handling … 7 Jun 2024 Maladministration Irwell Valley Housing Association Limited (202316078) Case 202316078 · Information and data management The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the property. Handling of … 6 Jun 2024 No Maladministration Castles & Coasts Housing Association Limited (202225464) Case 202225464 · Estate Management The complaint is about the landlord’s response to: The resident’s concerns about winter gritting. The related complaint handling. 31 May 2024 Partial Maladministration Clarion Housing Association Limited (202220280) Case 202220280 · Information and data management The complaint is about the landlord’s: Record keeping. Handling of leaks, damp and mould in the property. Decision to change … 31 May 2024 Partial Maladministration Hexagon Housing Association Limited (202205797) Case 202205797 · Health and Safety (inc. building safety) The complaint concerns the landlord’s handling of the resident’s reports that the emergency escape route from the property was compromised. … 31 May 2024 Partial Maladministration Hightown Housing Association Limited (202229801) Case 202229801 · Financial The complaint is about: The landlord’s handling of the resident’s request for reimbursement of flooring and increased heating bills as … 31 May 2024 No Maladministration Orbit Housing Association Limited (202309282) Case 202309282 · ASB/Abuse/Nuisance The complaint concerns the landlord’s handling of the resident’s reporting of anti-social behaviour (ASB) from her neighbour. This report has … 31 May 2024 Maladministration Orbit Housing Association Limited (202322643) Case 202322643 · Managing Relations The complaint is about the landlord's response to various reports of repairs within the property, including damp and mould. The … 31 May 2024 Maladministration Orbit Housing Association Limited (202327625) Case 202327625 · Estate Management The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by a neighbour. The landlord’s … 30 May 2024 Partial Maladministration Agudas Israel Housing Association Limited (202227019) Case 202227019 · Old Complaints Handling categories The complaint is about: The landlord’s handling of repairs at the resident’s property. The resident’s concerns that the landlord failed … 30 May 2024 No Maladministration Clarion Housing Association Limited (202212524) Case 202212524 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (‘ASB’). The Ombudsman has also considered … 30 May 2024 Maladministration Clarion Housing Association Limited (202217008) Case 202217008 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to reports of rubbish accumulation in the resident’s garden and associated staff behaviour. … 30 May 2024 Maladministration Clarion Housing Association Limited (202218339) Case 202218339 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of a fly infestation. The Ombudsman has also considered … 30 May 2024 Maladministration Sanctuary Housing Association (202223664) Case 202223664 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of a leak and resultant damp and mould at … 28 May 2024 Partial Maladministration Clarion Housing Association Limited (202216654) Case 202216654 · Estate Management The complaint is about: The time taken for the landlord to change the name on the resident’s account and issue … 28 May 2024 Maladministration Clarion Housing Association Limited (202218447) Case 202218447 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered … 24 May 2024 Maladministration Hyde Housing Association Limited (202303768) Case 202303768 · Managing Relations The complaint is about: The landlord’s response to reports of an intermittent leak. The associated complaint handling. 23 May 2024 Reasonable Redress Sanctuary Housing Association (202339263) Case 202339263 · Managing Relations The complaint is about the landlord’s handling of: Damp and mould and associated bathroom repairs at the resident's property. The … 20 May 2024 Partial Maladministration Clarion Housing Association Limited (202212505) Case 202212505 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of defects . The landlord’s handling of the resident’s … 17 May 2024 Partial Maladministration Clarion Housing Association Limited (202212033) Case 202212033 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: a boundary dispute with a neighbouring property. the resident’s reports of anti …