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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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9 Mar 2023 Maladministration The Guinness Partnership Limited (202119084) Case 202119084 · Financial The complaint is about the landlord’s: Handling of repairs to the heating and hot water system Response to the resident’s … 8 Mar 2023 Partial Maladministration Clarion Housing Association Limited (202112214) Case 202112214 · Managing Relations The complaint is about the landlord’s: Handling of the sale of the resident’s interest in her shared ownership property. Response … 8 Mar 2023 Maladministration Hammersmith and Fulham Council (202213931) Case 202213931 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the resident’s front doorframe. 8 Mar 2023 Partial Maladministration London Borough of Ealing (202119133) Case 202119133 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance from his and a neighbour’s light … 8 Mar 2023 Maladministration Stevenage Borough Council (202211783) Case 202211783 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports regarding repair issues at her property; complaints handling. 8 Mar 2023 Maladministration The Riverside Group Limited (202209742) Case 202209742 · Managing Relations The landlord’s handling of the plastering repairs to the kitchen and living room celling, and its subsequent offer of compensation. … 7 Mar 2023 Partial Maladministration Havering Council (202207452) Case 202207452 · Estate Management The complaint is about: The landlord’s handling of the resident’s concerns regarding its grounds maintenance with regards to weeds. The … 7 Mar 2023 Maladministration London Borough of Enfield (202115537) Case 202115537 · Managing Relations The complaint is about the landlord’s handling of: Reports of low water pressure in the resident’s bathroom. The associated complaint. 7 Mar 2023 Maladministration Metropolitan Thames Valley Housing (202126055) Case 202126055 · Managing Relations The complaint is about the landlord’s handling of: The resident’s report of damage, damp and mould to the internal decoration … 7 Mar 2023 Maladministration Sovereign Housing Association Limited (202013126) Case 202013126 · Estate Management The complaint is about the landlord’s response to the resident’s concerns about communal grounds maintenance. 7 Mar 2023 No Maladministration The Riverside Group Limited (202121870) Case 202121870 · Managing Relations The complaint is about the landlord’s handling of the consultation process with residents, prior to the 2021 partnership between the … 6 Mar 2023 Maladministration Broadland Housing Association Limited (202108799) Case 202108799 · Health and Safety (inc. building safety) 6 Mar 2023 Maladministration Leeds City Council (202204111) Case 202204111 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of noise disturbance from repair works to a neighbouring … 6 Mar 2023 No Maladministration Peabody Trust (202104086) Case 202104086 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s dissatisfaction with the time taken to address structural cracks to … 6 Mar 2023 Maladministration Sadeh Lok Limited (202113975) Case 202113975 · Information and data management The complaint is about the landlord’s handling of TV aerial repairs. The Ombudsman has also considered the landlord’s: complaint handling. … 6 Mar 2023 Partial Maladministration Sanctuary Housing Association (202109342) Case 202109342 · Financial The complaint is about: The landlord’s management of the resident’s rent account and her dissatisfaction with the credit reimbursed by … 6 Mar 2023 No Maladministration The Guinness Partnership Limited (202127417) Case 202127417 · Financial The resident has complained about the landlord’s management of the gardening contract and its decision not to refund her service … 5 Mar 2023 Reasonable Redress Midland Heart Limited (202209468) Case 202209468 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the property after an overflow pipe leak. 4 Mar 2023 Partial Maladministration Onward Homes Limited (202207051) Case 202207051 · Managing Relations The complaint is about the landlord’s handling of: The resident’s concerns about cyclical works to steps at the rear of … 4 Mar 2023 Maladministration Sheffield City Council (202119409) Case 202119409 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s reports of a leak into his property. Complaint handling. 4 Mar 2023 Maladministration Sovereign Housing Association Limited (202209547) Case 202209547 · Estate Management REPORT COMPLAINT 202209547 Sovereign Housing Association Limited 4 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 4 Mar 2023 Maladministration Tower Hamlets Homes (202208704) Case 202208704 · Old Property Condition migrated-2025 REPORT COMPLAINT 202208704 Tower Hamlets Homes 4 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 3 Mar 2023 Maladministration London Borough of Brent (202214126) Case 202214126 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of a leak into her property and subsequent internal … 3 Mar 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202211289) Case 202211289 · Estate Management The complaint is about the landlord’s: Handling of the resident’s concerns regarding the CCTV at the property prior to 2021. … 3 Mar 2023 No Maladministration Royal Borough of Kensington and Chelsea (202209304) Case 202209304 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled the resident’s reports of strong odours coming into her property from the property … 3 Mar 2023 Partial Maladministration Stonewater Limited (202201013) Case 202201013 · Managing Relations The complaint is about: 2 Mar 2023 Partial Maladministration Great Places Housing Association (202200713) Case 202200713 · Managing Relations REPORT COMPLAINT 202200713 Great Places Housing Association 2 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 2 Mar 2023 Maladministration Hundred Houses Society Limited (202126661) Case 202126661 · Managing Relations The complaint is about the landlord’s handling of the resident’s application to purchase the landlord’s share in their joint ownership … 2 Mar 2023 Partial Maladministration Lambeth Council (202203500) Case 202203500 · Managing Relations The complaint is about the landlord: providing incorrect information to the resident to arrange a gas safety check; declining to … 2 Mar 2023 Maladministration Paragon Asra Housing Limited (202209772) Case 202209772 · Managing Relations The complaint concerns: The condition of the property when it was let to the resident and how the subsequent repairs … 2 Mar 2023 Partial Maladministration Southern Housing Group Limited (202111826) Case 202111826 · Estate Management The complaint is about the landlord’s: Response to the resident’s reports of a leak to the communal area of their … 1 Mar 2023 Partial Maladministration Bournemouth Churches Housing Association Limited (202205550) Case 202205550 · Managing Relations REPORT COMPLAINT 202205550 Bournemouth Churches Housing Association Ltd 1 March 2023 Our approach The Housing Ombudsman’s approach to investigating and … 1 Mar 2023 Partial Maladministration Bristol City Council (202015210) Case 202015210 · ASB/Abuse/Nuisance The complaint is regarding the landlord’s: Response to the resident’s concerns about the suitability of his property. Response to the … 1 Mar 2023 Maladministration Clarion Housing Association Limited (202108182) Case 202108182 · Managing Relations The complaint is about the landlord’s: The response to reports of various repairs at the property. The handling of reports … 1 Mar 2023 Maladministration Harlow District Council (202127707) Case 202127707 · Information and data management The complaint concerns the landlord’s response to: Reports of the condition and effectiveness of the soakaway at the property . … 1 Mar 2023 Partial Maladministration Harlow District Council (202211247) Case 202211247 · Financial The complaint is about: The landlord’s decision not to remove charges for repair works for leaks from the resident’s service … 1 Mar 2023 Partial Maladministration Hyde Housing Association Limited (202016491) Case 202016491 · Managing Relations The complaint is about the landlord’s response to the resident’s: Requests for sound insulation to be installed in the property. … 1 Mar 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202118322) Case 202118322 · Financial The complaint is about: The level of rent charged by the landlord for the property. The landlord’s response to the … 1 Mar 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202119915) Case 202119915 · Financial The complaint is about: The landlord’s handling of the resident’s reports about damp and mould including its handling of the … 1 Mar 2023 Partial Maladministration Metropolitan Thames Valley Housing (202203806) Case 202203806 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports that there was no hot water in the property. … 1 Mar 2023 No Maladministration Notting Hill Genesis (NHG) (202209777) Case 202209777 · Estate Management The complaint is about the landlord’s handling of the resident’s reports of her bicycle being stolen from a communal bicycle … 1 Mar 2023 Maladministration Paragon Asra Housing Limited (202116451) Case 202116451 · Managing Relations The complaint is about: The landlord’s response to a report of shattered glass at the property. The landlord’s handling of … 1 Mar 2023 Maladministration Poplar Housing And Regeneration Community Association Limited (202009320) Case 202009320 · Old Property Condition migrated-2025 The complaint is about the landlord’s: Response to the resident’s report of a leak. Decision not to offer compensation in … 1 Mar 2023 Partial Maladministration Sanctuary Housing Association (202120877) Case 202120877 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of tiling repairs in her kitchen and bathroom. The … 1 Mar 2023 Partial Maladministration Southern Housing Group Limited (202103252) Case 202103252 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of outstanding repairs at the property. Complaint handling. 1 Mar 2023 Partial Maladministration Tower Hamlets Homes (202209911) Case 202209911 · Managing Relations The complaint concerns the landlord’s handling of reports of water ingress into the resident’s property and the level of compensation … 1 Mar 2023 Partial Maladministration Yorkshire Housing Limited (202114590) Case 202114590 · Managing Relations REPORT COMPLAINT 202114590 Yorkshire Housing Limited 1 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 28 Feb 2023 No Maladministration Ashford Borough Council (202106882) Case 202106882 · Managing Relations The resident’s complaint is about the landlord’s handling of the kitchen replacement. This includes the following concerns: Disrespect shown to … 28 Feb 2023 Partial Maladministration Aster Group Limited (201915243) Case 201915243 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s reports about: the signup process. the condition of the flooring … 28 Feb 2023 Maladministration Believe Housing Limited (202128510) Case 202128510 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of: