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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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30 Nov 2023 No Maladministration Rochdale Boroughwide Housing Limited (202233454) Case 202233454 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of excess cold in a single-storey side extension. The … 30 Nov 2023 Partial Maladministration Salix Homes Limited (202227281) Case 202227281 · Managing Relations The complaint is about the landlord’s: Handling of a waste pipe leak and follow-on works. Customer service and staff conduct. … 30 Nov 2023 Maladministration Sanctuary Housing Association (202208663) Case 202208663 · Managing Relations The complaint is about: The landlord's handling of the resident's reports of damp and mould. The landlord's handling of the … 30 Nov 2023 Maladministration Settle Group (202200981) Case 202200981 · Estate Management The complaint is about the landlord’s handling of: a boundary dispute. a dispute involving a garden wall and canopy. the … 30 Nov 2023 Partial Maladministration Southern Housing (202123352) Case 202123352 · Old Property Condition categories The complaint is about the landlord’s handling of: The resident’s request for repairs to the property. The associated delays. 30 Nov 2023 Maladministration South Holland District Council (202111751) Case 202111751 · Information and data management The complaint is about the landlord’s handling of: The resident’s kitchen adaptation works. The resident’s complaint. The Ombudsman also assessed … 30 Nov 2023 Maladministration South Kesteven District Council (202204512) Case 202204512 · Old Complaints Handling categories The complaint is about the landlord's handling of: Repairs to the property and the associated delays. The associated complaint. 30 Nov 2023 Partial Maladministration South Tyneside Council (202207333) Case 202207333 · ASB/Abuse/Nuisance The complaint is about the landlord’s; handling of the resident’s reports of antisocial behaviour (ASB). response to the resident’s reports … 30 Nov 2023 Southwark Council (202005263) Case 202005263 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) between 2015 and 2020. The … 30 Nov 2023 Partial Maladministration Southwark Council (202214181) Case 202214181 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Rehousing application. Reports of anti social behaviour (ASB). Formal complaint. 30 Nov 2023 Maladministration Stonewater Limited (202213498) Case 202213498 · Managing Relations The complaint is about the landlord’s handling of: Reports of damp and mould. Reports of damage to the resident’s flooring. … 30 Nov 2023 Maladministration Stonewater Limited (202216988) Case 202216988 · Financial The complaint is about the landlord’s disposal of the resident’s possessions. The Ombudsman has also considered the landlord’s complaint handling. 30 Nov 2023 Maladministration Warrington Housing Association Limited (202115582) Case 202115582 · Information and data management The complaint is about the landlord’s handling of: planned maintenance (replacement of kitchen, bathroom, central heating system and re-wiring). repairs … 30 Nov 2023 Partial Maladministration Westward Housing Group Limited (202212521) Case 202212521 · Managing Relations The complaint is about: The landlord’s response to the resident’s concerns about the temperature of the water and the water … 29 Nov 2023 No Maladministration Aster Group Limited (202210364) Case 202210364 · ASB/Abuse/Nuisance The complaint is about the landlords handling of the resident’s reports of antisocial behaviour (ASB). 29 Nov 2023 No Maladministration Blackpool Council (202122535) Case 202122535 · Financial This complaint is about the landlord’s: Decision to seek possession of the resident’s home. Handling of a Right to Buy … 29 Nov 2023 Partial Maladministration Bolton at Home Limited (202128095) Case 202128095 · Managing Relations The complaint is about the landlord’s: Handling of repairs including damp and mould throughout the resident’s property. Response to the … 29 Nov 2023 Maladministration Clarion Housing Association Limited (202121522) Case 202121522 · Managing Relations The complaint is about the resident’s reports concerning the landlord’s handling of: Its communication not being disability friendly. A complaint … 29 Nov 2023 Partial Maladministration Cobalt Housing Limited (202121650) Case 202121650 · Old Complaints Handling categories The complaint is about the landlord’s handling of: the resident’s reports of racial anti-social behaviour (‘ASB’) from her neighbours. the … 29 Nov 2023 Partial Maladministration Curo Places Limited (202208607) Case 202208607 · Managing Relations The complaint is about the landlord’s handling of: the repairs to the guttering the subsequent complaint. 29 Nov 2023 Eastbourne Borough Council (202220188) Case 202220188 · Old Property Condition migrated-2025 REPORT COMPLAINT 202220188 Eastbourne Borough Council 28 November 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 29 Nov 2023 Maladministration Hackney Council (202117182) Case 202117182 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of damp and mould throughout the property. Handling of … 29 Nov 2023 Maladministration Irwell Valley Housing Association Limited (202125231) Case 202125231 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of ongoing leaks in the property. Outstanding repairs in … 29 Nov 2023 Maladministration London Borough of Lambeth (202125494) Case 202125494 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: The resident’s reports of floods and concerns about drainage. The resident’s concerns … 29 Nov 2023 Partial Maladministration London Borough of Newham (202123325) Case 202123325 · Estate Management The complaint is about the landlord’s handling of: Overgrown trees located at the front and rear of the resident’s property. … 29 Nov 2023 Maladministration Notting Hill Genesis (NHG) (202205755) Case 202205755 · Financial The complaint concerns the landlord’s handling of: Repairs to the property following flooding. Flood payments made to the resident. Removal … 29 Nov 2023 Partial Maladministration One Housing Group Limited (202204964) Case 202204964 · ASB/Abuse/Nuisance This is about the landlord’s response to the resident’s reports of: Communal repairs. A notice put up by a member … 29 Nov 2023 Maladministration Optivo (now Southern Housing) (202127594) Case 202127594 · Moving/Buying/Selling Home REPORT COMPLAINT 202127594 Optivo (now Southern Housing) 29 November 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 29 Nov 2023 Partial Maladministration Paradigm Housing Group Limited (202210991) Case 202210991 · ASB/Abuse/Nuisance The complaint concerns the following: The support provided to the resident as part of the licence agreement. The landlord’s response … 29 Nov 2023 Partial Maladministration Peabody Trust (202111103) Case 202111103 · Information and data management The complaint is about the landlord’s response to the resident’s reports of: Outstanding ‘void’ repairs at the property (pre-occupancy). Poor … 29 Nov 2023 Maladministration Rooftop Housing Association Limited (202200131) Case 202200131 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of a broken window, a seized hot water tap, … 29 Nov 2023 Partial Maladministration Royal Borough Of Greenwich (202121354) Case 202121354 · Old Complaints Handling categories The complaint is about the landlord’s: Response to the resident’s reports of water ingress from her roof and resulting damage … 29 Nov 2023 Partial Maladministration Shepherds Bush Housing Association Limited (202213027) Case 202213027 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the residents reports about: antisocial behaviour. a leak at an upstairs property … 29 Nov 2023 Maladministration Southampton City Council (202211765) Case 202211765 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of reports of antisocial behaviour in the resident’s neighbourhood. We have also decided … 29 Nov 2023 Maladministration Stonewater Limited (202229182) Case 202229182 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The ASB reports made about … 29 Nov 2023 No Maladministration The Abbeyfield Society (202205203) Case 202205203 · Estate Management The complaint was about: The landlord's response to the resident’s concerns about the use of a stair lift in the … 29 Nov 2023 Maladministration The Riverside Group Limited (202220159) Case 202220159 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of damp and mould, and subsequent claim for compensation. … 28 Nov 2023 Maladministration Derby City Council (202212102) Case 202212102 · Local Authority / ALMO or TMO REPORT COMPLAINT 202212102 Derby City Council 17 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 28 Nov 2023 Partial Maladministration Freebridge Community Housing Limited (202220143) Case 202220143 · Managing Relations The complaint is about the landlord's handling of the resident's concerns about works following a mutual exchange. The Ombudsman has … 28 Nov 2023 Maladministration Gateshead Metropolitan Borough Council (202128113) Case 202128113 · Managing Relations This complaint is about the landlord’s handling of the resident’s reports of water ingress at his property. The Ombudsman has … 28 Nov 2023 Partial Maladministration Hyde Housing Association Limited (202115290) Case 202115290 · Managing Relations This complaint is about the landlord’s: Responses to the resident’s concerns about the cost of running his electric shower. Handling … 28 Nov 2023 Outside Jurisdiction Hyde Housing Association Limited (202124830) Case 202124830 · Financial The complaint is about the increase of service charges. The landlord’s handling of the resident’s request for information about their … 28 Nov 2023 Maladministration Hyde Housing Association Limited (202203800) Case 202203800 · Managing Relations This complaint is about the landlord’s handling of: Water leaks into the resident’s flat. The associated complaint. 28 Nov 2023 Partial Maladministration London Borough of Ealing (202213529) Case 202213529 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of leaking … 28 Nov 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202110637) Case 202110637 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) about a neighbour, following issue … 28 Nov 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202219573) Case 202219573 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Handling of reports of a faulty smoke ventilation system. Handling of reports of a … 28 Nov 2023 Partial Maladministration North Yorkshire Council (202205439) Case 202205439 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of: Anti social behaviour (ASB). Noise nuisance. The Ombudsman … 28 Nov 2023 Maladministration Ocean Housing Limited (202318909) Case 202318909 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports concerning antisocial behaviour. Complaint handling. 28 Nov 2023 Maladministration Southwark Council (202120712) Case 202120712 · ASB/Abuse/Nuisance The complaint is about the landlord's handling of reports of antisocial behaviour (ASB) about a neighbour, and its response to … 28 Nov 2023 Maladministration Wandle Housing Association Limited (202223139) Case 202223139 · Old Property Condition migrated-2025 REPORT COMPLAINT 202223139 Wandle Housing Association Limited 28 November 2023 Our approach The Housing Ombudsman’s approach to investigating and determining …