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

Decisions

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25 Aug 2023 Partial Maladministration Leeds Jewish Housing Association Limited (202012647) Case 202012647 · Financial The complaint is about the landlord’s response to the resident’s queries regarding: communal caretaker costs; alarm monitoring and warden services; … 25 Aug 2023 Maladministration Swan Housing Association Limited (202221979) Case 202221979 · Financial The complaint is about: The landlord’s handling of an interruption to the resident’s gas supply. The associated compensation request. Staff … 24 Aug 2023 Maladministration West Kent Housing Association (202214015) Case 202214015 · Old Property Condition migrated-2025 The complaint is about the landlord's decision to remove the hardwired lifeline. 23 Aug 2023 Maladministration Sanctuary Housing Association (202214329) Case 202214329 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the: kitchen flooring replacement works; and kitchen base units renewal works. 22 Aug 2023 No Maladministration Bromford Housing Association Limited (202216237) Case 202216237 · Managing Relations The complaint is about the landlord’s: response to the resident’s report of a leak; complaints handling. 22 Aug 2023 Maladministration Clarion Housing Association Limited (202211593) Case 202211593 · Information and data management The complaint is about the landlord’s handling of reports of a foul odour at the property. This Service has also … 22 Aug 2023 No Maladministration Sanctuary Housing Association (202214318) Case 202214318 · Financial The complaint is about: The landlord's handling of repairs to the resident’s solar panels. The landlord’s handling of the resident’s … 21 Aug 2023 Partial Maladministration Railway Housing Association and Benefit Fund (202225070) Case 202225070 · Managing Relations The complaint is about: The landlord's response to the resident's concerns about a staff member’s conduct during a fire-safety drill. … 21 Aug 2023 Maladministration Wandle Housing Association Limited (202219681) Case 202219681 · Moving/Buying/Selling Home The complaint is about the landlord's response to the resident’s: Reports of damp and mould as well as cracks in … 18 Aug 2023 Partial Maladministration Clarion Housing Association Limited (202201622) Case 202201622 · Estate Management The complaint is about the landlord’s response to the resident’s: Reports of a repair to the adjacent building. The related … 17 Aug 2023 No Maladministration Mount Green Housing Association Limited (202220870) Case 202220870 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and request for compensation. 14 Aug 2023 No Maladministration Broadland Housing Association Limited (202211606) Case 202211606 · Moving/Buying/Selling Home The complaint is about the landlord's handling of the resident’s request to: Install solar panels at the property. Move to … 14 Aug 2023 Partial Maladministration Clarion Housing Association Limited (202120227) Case 202120227 · Financial The complaint is about the landlord's handling of the resident’s: Decants from the property between April 2021 and June 2021 … 14 Aug 2023 Reasonable Redress Clarion Housing Association Limited (202205171) Case 202205171 · ASB/Abuse/Nuisance The complaint is about: the landlord’s response to the resident’s concerns that the neighbours’ camera doorbells resulted in a loss … 14 Aug 2023 Maladministration Hyde Housing Association Limited (202114466) Case 202114466 · Managing Relations The complaint is about the landlord’s response to the resident’s: concerns about the price of their energy bills, following the … 11 Aug 2023 Severe Maladministration Clarion Housing Association Limited (202121016) Case 202121016 · Old Property Condition categories The complaint is regarding the landlord’s handling of reported leaks affecting the resident’s property. 11 Aug 2023 Maladministration Clarion Housing Association Limited (202208650) Case 202208650 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of leaks, damp and mould in her bathroom and … 11 Aug 2023 Partial Maladministration Hightown Housing Association Limited (202121975) Case 202121975 · Managing Relations The complaint is about the landlord’s handling of: The concerns raised by the resident about the safety and condition of … 10 Aug 2023 Outside Jurisdiction Clarion Housing Association Limited (202124449) Case 202124449 · Moving/Buying/Selling Home The complaint is about the landlord's handling of the resident's request to repay a HomeBuy Loan. 7 Aug 2023 Severe Maladministration Christian Action (Enfield) Housing Association Limited (202105986) Case 202105986 · ASB/Abuse/Nuisance The complaint relates to: The landlord’s management of the resident’s antisocial behaviour (ASB) complaints. The landlord’s management of the resident’s … 7 Aug 2023 Maladministration Hyde Housing Association Limited (202216788) Case 202216788 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the resident’s windows. The associated complaint. 7 Aug 2023 Maladministration Swan Housing Association Limited (202211196) Case 202211196 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of reports of damp and mould and associated repairs. 4 Aug 2023 Partial Maladministration Sanctuary Housing Association (202204936) Case 202204936 · Estate Management The leaseholder’s complaint is about the landlord’s response to her concerns about: Communal repairs. Communal service provision. The Ombudsman will … 4 Aug 2023 Maladministration Sovereign Housing Association Limited (202014730) Case 202014730 · Managing Relations The complaint is about the landlord’s: 2 Aug 2023 Maladministration Hyde Housing Association Limited (202117735) Case 202117735 · Old Complaints Handling categories The complaint is about: the landlord’s handling of leaks in the property. the landlord’s handling of the complaint. 2 Aug 2023 Maladministration Sovereign Housing Association Limited (202210706) Case 202210706 · Managing Relations The complaint is about the landlord’s handling of the: Repairs to the property following a leak. A request for adaptations. … 1 Aug 2023 No Maladministration Cottsway Housing Association Limited (202219718) Case 202219718 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of staff conduct. Communication about keeping dogs at the … 1 Aug 2023 Maladministration Guinness Housing Association Limited (202122779) Case 202122779 · Managing Relations The complaint is about the landlord’s response to reports of water ingress, damp and outstanding repairs at the property. The … 31 Jul 2023 Partial Maladministration Broadland Housing Association Limited (202125350) Case 202125350 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of a report of antisocial behaviour (ASB) made against the resident. Retention and … 31 Jul 2023 Maladministration Clarion Housing Association Limited (202016220) Case 202016220 · Financial The complaint is about: The landlord’s management of the service charge account for the property. The landlord’s handling of the … 31 Jul 2023 Maladministration Clarion Housing Association Limited (202120307) Case 202120307 · Estate Management The complaint is about the landlord’s handling of: works to an overhanging tree; the resident’s request for turf to be … 31 Jul 2023 Maladministration Clarion Housing Association Limited (202214536) Case 202214536 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to: a leak in the property, and; a request that it reimburse the … 31 Jul 2023 Partial Maladministration Guinness Housing Association Limited (202205434) Case 202205434 · ASB/Abuse/Nuisance The complaint was about the landlord’s response to: The resident’s reports of damp and mould. The resident’s reports of antisocial … 31 Jul 2023 Maladministration Sanctuary Housing Association (201914678) Case 201914678 · Estate Management The complaint is about the landlord’s handling of: The resident’s reports of a rat infestation in the property. The resident’s … 31 Jul 2023 No Maladministration Together Housing Association Limited (202224305) Case 202224305 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the resident’s boiler. 31 Jul 2023 Maladministration Wandle Housing Association Limited (202124143) Case 202124143 · Managing Relations The complaint is about the landlord’s handling of: repair issues since the beginning of the tenancy, and the associated complaint. 28 Jul 2023 Reasonable Redress Guinness Housing Association Limited (202210275) Case 202210275 · Managing Relations The complaint is about: The landlord's handling of repairs to the resident’s ceilings, and its subsequent compensation offer. The landlord's … 28 Jul 2023 Partial Maladministration Sanctuary Housing Association (202207260) Case 202207260 · Estate Management The resident has complained about the landlord’s handling of: her request for operatives to wear new PPE during visits. her … 27 Jul 2023 Maladministration Clarion Housing Association Limited (202125443) Case 202125443 · Managing Relations The complaint is about how the landlord responded to the resident’s reports of issues with her toilet cistern. The Ombudsman … 27 Jul 2023 Maladministration Clarion Housing Association Limited (202207792) Case 202207792 · Financial The complaint is about the landlord’s handling of the resident’s request for communal lighting credits, and the associated complaint handling. 27 Jul 2023 Partial Maladministration Guinness Housing Association Limited (202216676) Case 202216676 · Managing Relations The complaint is about the landlord’s handling of the resident’s: reports of mould at the property. associated complaint. 27 Jul 2023 Partial Maladministration Shepherds Bush Housing Association Limited (202120508) Case 202120508 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Handling of the works to remedy the faults found to the gas supply serving … 27 Jul 2023 Maladministration Swan Housing Association Limited (202207036) Case 202207036 · Managing Relations The complaint is about the landlord’s handling of adaptation works to the rear of the property. The Ombudsman has also … 26 Jul 2023 Partial Maladministration Clarion Housing Association Limited (202122932) Case 202122932 · Managing Relations The complaint is about the landlord’s handling of damp reports and repair requests. The landlord’s handling of the related complaint. 25 Jul 2023 Partial Maladministration Clarion Housing Association Limited (202205997) Case 202205997 · Managing Relations This complaint is about the landlord’s handling of: The boiler replacement. Reports of mould within the property. The resident’s request … 25 Jul 2023 Severe Maladministration Sanctuary Housing Association (202113467) Case 202113467 · Managing Relations The complaint is about: 24 Jul 2023 Maladministration Hyde Housing Association Limited (202206474) Case 202206474 · Managing Relations The complaint is about the landlord’s handling of a leak in the property. The Ombudsman has also investigated the associated … 24 Jul 2023 Partial Maladministration Shepherds Bush Housing Association Limited (202201412) Case 202201412 · Managing Relations The complaint is about the landlord’s decision not to convert the loft, to provide an additional bedroom and bathroom for … 21 Jul 2023 Partial Maladministration Clarion Housing Association Limited (202123207) Case 202123207 · Managing Relations The complaint is about the landlord’s handling of: A leak into the resident’s property from the flat above. The associated … 21 Jul 2023 Maladministration Clarion Housing Association Limited (202215501) Case 202215501 · Managing Relations The complaint is about the landlord’s handling of the resident’s application for mutual exchange (MEX). The landlord’s complaints handling has …