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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 1,976 of 16,595 decisions

Decisions

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30 Nov 2021 No Maladministration Welwyn Hatfield Borough Council (202106370) Case 202106370 · Old Property Condition migrated-2025 REPORT COMPLAINT 202106370 Welwyn Hatfield Borough Council 30 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 30 Nov 2021 No Maladministration Wolverhampton City Council (202011973) Case 202011973 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of antisocial behaviour (ASB) at the resident’s former property. 29 Nov 2021 No Maladministration Aster Communities (202101249) Case 202101249 · Financial The complaint is about the landlord moving the resident from her previous property and its response to concerns that the … 29 Nov 2021 No Maladministration Birmingham City Council (202007856) Case 202007856 · Local Authority / ALMO or TMO The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). 29 Nov 2021 No Maladministration Birmingham City Council (202011900) Case 202011900 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of various ASB-related issues involving his neighbours. 29 Nov 2021 Maladministration Brighton and Hove City Council (202006311) Case 202006311 · ASB/Abuse/Nuisance The complaint concerns: The landlord's handling of the resident’s reports of antisocial behaviour from a neighbour. The landlord’s complaint handling. 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: … 29 Nov 2021 No Maladministration Harlow District Council (202109828) Case 202109828 · ASB/Abuse/Nuisance The complaint is about: 29 Nov 2021 Partial Maladministration Leeds City Council (202109622) Case 202109622 · Managing Relations The complaint refers to: The landlord’s handling of the repairs needed to the resident’s front and back doors, windows and … 29 Nov 2021 No Maladministration Leicester City Council (202014036) Case 202014036 · Old Property Condition migrated-2025 The complaint is about: The condition of the property when it was let. The landlord’s response to concerns about outstanding … 29 Nov 2021 Partial Maladministration Newlon Housing Trust (202110290) Case 202110290 · Managing Relations The complaint refers to: The landlord’s response to the resident’s reports of a leak at the property. The landlord’s handling … 29 Nov 2021 Maladministration Nottingham City Homes (202016325) Case 202016325 · Local Authority / ALMO or TMO The complaint is about the level of compensation offered by the landlord regarding acknowledged service failures relating to communal fence … 29 Nov 2021 No Maladministration Phoenix Community Housing Association (Bellingham and Downham) Limited (202110343) Case 202110343 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s concerns regarding: contractors attending during the COVID-19 pandemic. the level … 28 Nov 2021 Reasonable Redress Clarion Housing Association Limited (202101927) Case 202101927 · Estate Management The complaint is about the: level of grounds maintenance service charges. landlord’s response to the resident’s concerns about the standard … 28 Nov 2021 Reasonable Redress Metropolitan Housing Trust Limited (202101759) Case 202101759 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s concerns regarding her front and back door. 27 Nov 2021 No Maladministration Brentwood Borough Council (202106344) Case 202106344 · Local Authority / ALMO or TMO The complaint concerns: How the landlord handled the resident’s reports of antisocial behaviour (ASB). The information given to the resident … 27 Nov 2021 No Maladministration Catalyst Housing Limited (202107564) Case 202107564 · ASB/Abuse/Nuisance The complaint concerns how the landlord handled the resident’s reports of antisocial behaviour (ASB). 27 Nov 2021 Reasonable Redress London & Quadrant Housing Trust (202016813) Case 202016813 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s concerns regarding his ceiling and report of a water leak. 26 Nov 2021 Partial Maladministration Abri Group Limited (202007568) Case 202007568 · Managing Relations The complaint is about: The landlord’s response to the resident’s concerns about defects in her property. The landlord’s complaint handling. 26 Nov 2021 Maladministration Catalyst Housing Limited (202011651) Case 202011651 · Moving/Buying/Selling Home The complaint is about the landlord's response to the residents’ reports of delays in the staircasing process. 26 Nov 2021 No Maladministration Derwent Housing Association Limited (202015548) Case 202015548 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: the resident’s reports of mould in the property; the resident’s reports of … 26 Nov 2021 Maladministration Guinness Housing Association Limited (202109934) Case 202109934 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB). 26 Nov 2021 Partial Maladministration Metropolitan Housing Trust Limited (202010483) Case 202010483 · Estate Management The complaint is about the landlord’s: Response to the resident’s concerns about the removal of the communal fire alarm at … 26 Nov 2021 Maladministration Norwich City Council (201914385) Case 201914385 · Local Authority / ALMO or TMO This complaint is about: a. the landlord’s response to the resident’s reports of noise nuisance; b. the landlord’s complaint handling. 26 Nov 2021 No Maladministration One Vision Housing Limited (202005637) Case 202005637 · Managing Relations The complaint is about: The conduct of a member of the landlord’s staff during a phone call on 24 August … 26 Nov 2021 Reasonable Redress Sanctuary Affordable Housing Limited (201914180) Case 201914180 · Managing Relations The complaint was about: The landlord‘s response to the resident’s report of rodent infestation, including the level of compensation offered … 26 Nov 2021 No Maladministration The Riverside Group Limited (202102149) Case 202102149 · Managing Relations The complaint is about: The comments made by the landlord’s staff, about the resident, to the occupiers of the property … 26 Nov 2021 Partial Maladministration Your Housing Group Limited (202016452) Case 202016452 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour consisting of neighbours leaving rubbish and … 25 Nov 2021 No Maladministration Aster Group Limited (202111598) Case 202111598 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour. 25 Nov 2021 Partial Maladministration Brent Council (202000712) Case 202000712 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: Repairs within the resident’s property and within her block prior to July … 25 Nov 2021 Partial Maladministration Derwent Housing Association Limited (202010657) Case 202010657 · ASB/Abuse/Nuisance This complaint is about how the landlord handled: The resident’s report of fly-tipping outside her property following a mutual exchange. … 25 Nov 2021 Outside Jurisdiction Folkestone & Hythe District Council (202013935) Case 202013935 · Moving/Buying/Selling Home The complaint is about the landlord’s banding decision following the applicant’s request to be rehoused. 25 Nov 2021 No Maladministration Home Group Limited (202015585) Case 202015585 · Managing Relations The resident complains about: the landlord refusing her father access into her property during the covid pandemic. the landlord’s failure … 25 Nov 2021 Maladministration Leicester City Council (201909564) Case 201909564 · Local Authority / ALMO or TMO The resident complains about the landlord’s handling of a number of repairs at the property. 25 Nov 2021 Partial Maladministration Lewisham Council (202015261) Case 202015261 · Local Authority / ALMO or TMO The complaint is about: 25 Nov 2021 Partial Maladministration Longhurst Group Limited (202108509) Case 202108509 · Estate Management REPORT COMPLAINT 202108509 Longhurst Group Limited 18 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 25 Nov 2021 Partial Maladministration Newham Council (202008669) Case 202008669 · Managing Relations The complaint is about: The repairs service provided by the landlord. The landlord’s response to concerns regarding staff conduct. The … 25 Nov 2021 Reasonable Redress Notting Hill Genesis (202014860) Case 202014860 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of the resident’s request for his carpet to be replaced following leaks into … 25 Nov 2021 Partial Maladministration Paradigm Housing Group Limited (202002070) Case 202002070 · ASB/Abuse/Nuisance The complaint concerns the landlord’s: handling of the resident's anti-social behaviour reports concerning a neighbour. handling of the resident’s request … 25 Nov 2021 Maladministration Southwark Council (202010934) Case 202010934 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of: The resident’s reports regarding her upstairs neighbour installing a doorbell camera at … 25 Nov 2021 Outside Jurisdiction Southwark Council (202014617) Case 202014617 · Local Authority / ALMO or TMO The complaint relates to the landlord’s decision to ask the resident to pay for heating and hot water costs and … 25 Nov 2021 Maladministration Trent & Dove Housing Limited (202004506) Case 202004506 · ASB/Abuse/Nuisance The resident has complained about the landlord's handling of his reports of anti-social behaviour (ASB). 25 Nov 2021 Maladministration Wandle Housing Association Limited (201916149) Case 201916149 · Managing Relations The complaint is about: The landlord’s response to the resident’s report of damp and mould in her bathroom, in relation … 24 Nov 2021 Partial Maladministration Habinteg Housing Association Limited (202016907) Case 202016907 · Health and Safety (inc. building safety) The complaint is regarding: The tone of the landlord’s communication. How the landlord sought to arrange an electrical test at … 24 Nov 2021 Maladministration Lambeth Council (201910159) Case 201910159 · Information and data management The resident has complained about the landlord's handling of various repair reports in particular: Repairs to her windows. Repairs to … 24 Nov 2021 Maladministration Lambeth Council (202006404) Case 202006404 · Information and data management The resident complains about: The landlord's handling of the kitchen renewal work at the property, and; its response to her … 24 Nov 2021 Maladministration Lambeth Council (202007286) Case 202007286 · Information and data management The resident complains about the landlord’s: Response to her reports of repairs at the property. Response to her reports of … 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 … 24 Nov 2021 Maladministration Lambeth Council (202104783) Case 202104783 · Local Authority / ALMO or TMO The leaseholder complains about the landlord’s handling of his application for consent to carry out alterations to the property. 24 Nov 2021 Maladministration Lambeth Council (202107314) Case 202107314 · Local Authority / ALMO or TMO The resident complaints about the landlord’s handling of: the installation of a shower head and water pump, and; boiler repairs. …