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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 2,867 of 16,595 decisions

Decisions

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28 Mar 2023 Partial Maladministration Beyond Housing Limited (202122510) Case 202122510 · Managing Relations The complaint is about the landlord’s handling of: Reports of a rat infestation in the property. The associated complaint. 28 Mar 2023 Partial Maladministration Clarion Housing Association Limited (202123152) Case 202123152 · ASB/Abuse/Nuisance The complaint is the landlord’s handling of: The resident’s reports of noise nuisance within the property. The associated complaint. 28 Mar 2023 Maladministration Derwent Housing Association Limited (202211282) Case 202211282 · Old Property Condition migrated-2025 The complaint is about the level of compensation awarded for acknowledged service failures in the landlord’s response to reports of … 28 Mar 2023 Partial Maladministration East Midlands Housing Group Limited (202119605) Case 202119605 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of drainage issues at the property, including the length … 28 Mar 2023 Partial Maladministration Haringey London Borough Council (202100791) Case 202100791 · Financial The complaint is about the landlord’s: Response to and handling of a leak into the resident’s property. Handling of the … 28 Mar 2023 Maladministration Haringey London Borough Council (202114445) Case 202114445 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling in respect to fire safety, including delays in identified works to replace the … 28 Mar 2023 Maladministration Haringey London Borough Council (202118032) Case 202118032 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of allegations which it said led it to decide not to carry out … 28 Mar 2023 Maladministration Hyde Housing Association Limited (202128560) Case 202128560 · Financial The complaint is about the landlord’s handling of the resident’s formal complaint about service charge administration. 28 Mar 2023 Partial Maladministration Leeds City Council (202114847) Case 202114847 · Managing Relations The complaint is about the landlord’s response to: the resident’s report of a bedbug infestation; repair requests made by the … 28 Mar 2023 Maladministration London Borough of Brent (202203555) Case 202203555 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the resident’s property. 28 Mar 2023 No Maladministration Magna Housing Limited (202203854) Case 202203854 · Financial The complaint is about the landlord’s handling of the resident’s concerns about an external management fee that forms part of … 28 Mar 2023 Maladministration Optivo (now Southern Housing) (201810151) Case 201810151 · ASB/Abuse/Nuisance The resident’s complaint is about the landlord's handling of her reports of Anti Social Behaviour (“ASB”) by a neighbour. 28 Mar 2023 Reasonable Redress Southern Housing Group Limited (202205106) Case 202205106 · Moving/Buying/Selling Home The complaint is about the handling of repairs to the property following a leak, the condition of the property when … 28 Mar 2023 No Maladministration Wakefield And District Housing Limited (202207642) Case 202207642 · ASB/Abuse/Nuisance The complaint is about the landlord's handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour from August … 28 Mar 2023 Maladministration Woking Borough Council (202104548) Case 202104548 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s concerns about the condition of her kitchen. Complaint handling. 27 Mar 2023 No Maladministration Arawak Walton Housing Association Limited (202116152) Case 202116152 · Estate Management The complaint is about: The landlord’s maintenance of communal grounds; The landlord’s handling of reports of poor staff conduct toward … 27 Mar 2023 Reasonable Redress Derby Homes Limited (202206945) Case 202206945 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of mould in his property. 27 Mar 2023 Maladministration East Devon District Council (202119257) Case 202119257 · Managing Relations The complaint is about the landlord’s handling of: The installation of a new water tank serving the resident’s property. The … 27 Mar 2023 Partial Maladministration Guinness Housing Association Limited (202201117) Case 202201117 · Managing Relations The complaint is about the landlord’s: response to reports of sink back surges into his property; handling of the associated … 27 Mar 2023 Maladministration Islington Council (202203097) Case 202203097 · Managing Relations REPORT COMPLAINT 202203097 Islington Council 27 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 27 Mar 2023 Partial Maladministration London Borough of Newham (202210318) Case 202210318 · Managing Relations The complaint is about the landlord's: Handling of adaptation works carried out to the resident’s bathroom. Response to the resident’s … 27 Mar 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202210442) Case 202210442 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of the resident’s reports of broken glass in her garden. 27 Mar 2023 Partial Maladministration Paragon Asra Housing Limited (201816234) Case 201816234 · Managing Relations The complaint relates to the landlord’s handling of a request for disclosure of CCTV footage. This Service has also considered … 27 Mar 2023 Maladministration Paragon Asra Housing Limited (202007666) Case 202007666 · Managing Relations The complaint is about the landlord’s handling of: A flood in the communal car park serving the resident’s property. The … 27 Mar 2023 Maladministration Paragon Asra Housing Limited (202216706) Case 202216706 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of outstanding repairs to his kitchen door in light … 27 Mar 2023 No Maladministration South Tyneside Council (202127386) Case 202127386 · Estate Management The complaint is about: The landlord’s response to the resident’s request to reinstate the driveway at the property. The landlord’s … 27 Mar 2023 Reasonable Redress Thames Valley Housing Association Limited (202118215) Case 202118215 · Moving/Buying/Selling Home The complaint is about the delays in the resident’s move to a new property owned by the landlord. 27 Mar 2023 Maladministration Tower Hamlets Homes (202209869) Case 202209869 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the building following the resident’s reports of blocked guttering and … 27 Mar 2023 Maladministration West Kent Housing Association (202127861) Case 202127861 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of asbestos in the resident’s property, including: The information provided at tenancy sign … 24 Mar 2023 Maladministration Birmingham City Council (202208106) Case 202208106 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of leaks to his property. The Ombudsman has also … 24 Mar 2023 Maladministration Chisel Limited (202203778) Case 202203778 · Managing Relations The complaint is about: 24 Mar 2023 Maladministration GreenSquareAccord Limited (202113283) Case 202113283 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s reports of defects and repairs. Handling of her requests for … 24 Mar 2023 Maladministration Islington Council (202121287) Case 202121287 · Managing Relations The complaint is about the landlord’s handling of: the resident’s reports concerning repair issues related to damp and mould including … 24 Mar 2023 No Maladministration Leeds City Council (202211061) Case 202211061 · Old Property Condition migrated-2025 The complaint is about the landlord’s response in relation to the resident’s concerns about: a missed appointment; information regarding a … 24 Mar 2023 No Maladministration London Borough of Brent (202203503) Case 202203503 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of vibration and humming in her home. 24 Mar 2023 No Maladministration London Borough of Hackney (202209118) Case 202209118 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of remedial works following a wet room leak. 24 Mar 2023 Maladministration Newcastle City Council (202128122) Case 202128122 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s complaint about pests, damp, subsidence and noise in her former … 24 Mar 2023 Partial Maladministration Sheffield City Council (202200707) Case 202200707 · Health and Safety (inc. building safety) The complaint is about: The landlord’s handling of the resident’s concerns about structural issues and cracking within her home. The … 24 Mar 2023 Maladministration Southend-on-Sea City Council (202127516) Case 202127516 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s concerns about the condition of the property when she moved … 24 Mar 2023 Maladministration Southwark Council (202210731) Case 202210731 · Financial The complaint is about the landlord’s handling of: The resident’s request for a copy of the final service charge account … 24 Mar 2023 Maladministration The Guinness Partnership Limited (202126013) Case 202126013 · Managing Relations This complaint is about the landlord’s: Handling of repairs required to the bathroom floor of the property. Handling of the … 24 Mar 2023 Maladministration The Housing Plus Group Limited (202126872) Case 202126872 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the property. Handling of … 24 Mar 2023 Reasonable Redress Westminster City Council (202109272) Case 202109272 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of a repair to a skylight in the leaseholder’s property. 24 Mar 2023 Outside Jurisdiction Yorkshire Housing Limited (202200237) Case 202200237 · Moving/Buying/Selling Home The complaint concerns the landlord’s handling of the sale of the resident’s property to another landlord. 23 Mar 2023 No Maladministration Catalyst Housing Limited (202208798) Case 202208798 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s: Request for the balcony at the property to be painted. … 23 Mar 2023 No Maladministration Connexus Homes Limited (202013620) Case 202013620 · ASB/Abuse/Nuisance The complaint is about the landlord’s: handling of the resident’s reports of anti-social behaviour (ASB); handling of the resident’s request … 23 Mar 2023 Maladministration Newlon Housing Trust (202126212) Case 202126212 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: Repairs to flooring in the property. Repairs to the guttering, downpipe, vent … 23 Mar 2023 Reasonable Redress Notting Hill Genesis (NHG) (202211147) Case 202211147 · Managing Relations The complaint is about: The landlord’s handling of the sale of the resident’s former leasehold property. the associated complaint. 23 Mar 2023 Reasonable Redress Stockport Homes Limited (202213370) Case 202213370 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the roof of the resident’s property. 23 Mar 2023 Maladministration Wandle Housing Association Limited (202201923) Case 202201923 · Managing Relations The complaint is about the landlord’s: record keeping; handling of the resident’s reports of a rodent infestation and the associated …