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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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30 Jan 2023 No Maladministration Optivo (202103609) Case 202103609 · ASB/Abuse/Nuisance This complaint is about the landlord’s response to the resident’s: concerns regarding the service charges applied to the account for … 30 Jan 2023 Maladministration Peabody Trust (202109625) Case 202109625 · ASB/Abuse/Nuisance 30 Jan 2023 Partial Maladministration Places for People Group Limited (202122124) Case 202122124 · Estate Management The complaint is about the landlord’s: Offer of reimbursement (amount) to the resident for the service charge of the communal … 30 Jan 2023 Reasonable Redress Platform Housing Group Limited (202015316) Case 202015316 · Financial The complaint is about: The landlord’s response to the resident’s request for information about the 2019/20 service charges. The level … 30 Jan 2023 Reasonable Redress Rochdale Boroughwide Housing Limited (202206340) Case 202206340 · Financial The complaint is about 30 Jan 2023 Partial Maladministration Royal Borough of Kensington and Chelsea (202110067) Case 202110067 · Estate Management The complaint is about: The landlord’s response to the resident’s concerns regarding the standard of caretaking. The landlord’s response to … 30 Jan 2023 No Maladministration Sanctuary Housing Association (202105061) Case 202105061 · Managing Relations This complaint is about the landlord’s handling of: the priority awarded to the resident’s transfer application. the repairs to the … 30 Jan 2023 Reasonable Redress Sanctuary Housing Association (202205114) Case 202205114 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s requests for drainage repairs to be completed. 30 Jan 2023 No Maladministration Trafford Housing Trust Limited (202123374) Case 202123374 · Estate Management The landlord’s response to the resident’s concerns about the handling of the communal garden outside his home. 27 Jan 2023 Partial Maladministration Cornwall Housing Limited (202113354) Case 202113354 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of her wet room being defective. The landlord’s handling … 27 Jan 2023 No Maladministration Cottsway Housing Association Limited (202205746) Case 202205746 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of, and response to, the resident’s application for a mutual exchange. 27 Jan 2023 Maladministration Newham Council (202111880) Case 202111880 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of a report of antisocial behaviour regarding the resident, which resulted in her … 27 Jan 2023 Maladministration The Riverside Group Limited (202208737) Case 202208737 · Managing Relations The complaint is about: The landlord’s response to the resident’s request that his kitchen, kitchen door, windows, external doors and … 27 Jan 2023 Maladministration Westminster City Council (202205212) Case 202205212 · Estate Management REPORT COMPLAINT 202205212 Westminster City Council 27 January 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 26 Jan 2023 Partial Maladministration Anchor Hanover Group (202017364) Case 202017364 · Financial The complaint is about: The landlord’s response to concerns about the suitability of the resident’s former property. The landlord’s refusal … 26 Jan 2023 Partial Maladministration Arun District Council (202110505) Case 202110505 · Health and Safety (inc. building safety) REPORT COMPLAINT 202110505 Arun District Council 26 January 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 26 Jan 2023 Partial Maladministration Magenta Living (202204877) Case 202204877 · Financial The complaint is about: The landlord’s response to the resident’s request to be reimbursed for food that was spoilt due … 26 Jan 2023 Partial Maladministration Sovereign Network Homes (202127215) Case 202127215 · Financial The complaint is about the landlord’s handling of: The resident’s enquiries about service charges for communal electricity. The resident’s complaint. 26 Jan 2023 Reasonable Redress The Riverside Group Limited (202216106) Case 202216106 · Financial The complaint is about the level of compensation the landlord has offered for damage caused by its contractor to the … 25 Jan 2023 Maladministration Bristol City Council (202120397) Case 202120397 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports about the poor condition of their neighbour’s garden. 25 Jan 2023 Partial Maladministration Clarion Housing Association Limited (202128256) Case 202128256 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports about a communal wall; complaints handling. 25 Jan 2023 Maladministration Southwark Council (202102902) Case 202102902 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of loss of heating to her home. The Ombudsman … 25 Jan 2023 Reasonable Redress The Riverside Group Limited (202207502) Case 202207502 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of the resident’s reports of poor quality work and damage caused by contractors … 25 Jan 2023 Partial Maladministration Welwyn Hatfield Borough Council (202107327) Case 202107327 · Health and Safety (inc. building safety) The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property at the start … 24 Jan 2023 Maladministration Islington Council (202126743) Case 202126743 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of an infestation of mice at his property. Handling … 24 Jan 2023 Partial Maladministration London Borough of Hounslow (202206213) Case 202206213 · Managing Relations The complaint is about the landlord’s: Handling of repairs to the ventilation system in the resident’s bathroom. Response to the … 24 Jan 2023 Maladministration London & Quadrant Housing Trust (202209429) Case 202209429 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s request for their fence to be repaired. 24 Jan 2023 Maladministration Paragon Asra Housing Limited (202206764) Case 202206764 · Managing Relations The complaint is about the landlord’s: Response to the resident’s request for her kitchen to be renewed. Handling of repairs … 23 Jan 2023 Maladministration Birmingham City Council (202122983) Case 202122983 · Managing Relations The complaint is about: The landlord’s refusal to replace the resident’s kitchen. The landlord’s record keeping. 23 Jan 2023 No Maladministration Clarion Housing Association Limited (202109046) Case 202109046 · Managing Relations The complaint is about: The landlord’s response to the resident’s concerns related to staff conduct. The landlord’s complaint handling. 23 Jan 2023 Partial Maladministration Hyde Housing Association Limited (202206639) Case 202206639 · Information and data management The complaint is about the landlord’s: Response to the resident’s concerns that the property was unhabitable. Handling of repairs that … 23 Jan 2023 Partial Maladministration Lewes District Council (202128624) Case 202128624 · Information and data management The complaint is about the landlord's handling of: The resident’s request for the kitchen to be adapted to allow for … 23 Jan 2023 Maladministration Royal Borough Of Greenwich (202121873) Case 202121873 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s complaints of gaps between the concrete floor and skirting boards … 23 Jan 2023 Maladministration Settle Group (202208571) Case 202208571 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of defects in his property including the length of … 23 Jan 2023 No Maladministration The Guinness Partnership Limited (202204790) Case 202204790 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of reports received about the resident’s behaviour towards concierge staff. 23 Jan 2023 Reasonable Redress Your Housing Limited (202127504) Case 202127504 · Managing Relations The complaint is about the landlord’s handling of: The repair of the resident’s front door lock, and the subsequent offer … 22 Jan 2023 Maladministration West Kent Housing Association (202123016) Case 202123016 · Old Property Condition migrated-2025 The complaint is about the landlord's response to the resident’s concerns about proposed changes to the alert systems at their … 20 Jan 2023 Partial Maladministration Anchor Hanover Group (202210252) Case 202210252 · Estate Management The complaint is about: The landlord’s response to the resident’s concerns about the hedge at the rear of her property. … 20 Jan 2023 Partial Maladministration East End Homes Limited (202017580) Case 202017580 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of flooding at his property and the associated damage. … 20 Jan 2023 No Maladministration London Borough of Ealing (202014662) Case 202014662 · ASB/Abuse/Nuisance The resident’s complaint is about the landlord's handling of his complaints of Anti Social Behaviour (“ASB”) by neighbours and the … 20 Jan 2023 Maladministration London & Quadrant Housing Trust (202203488) Case 202203488 · Managing Relations The complaint is about the landlord’s handling of a job to replace the resident’s blind. This Service has also made … 20 Jan 2023 Partial Maladministration Optivo (202108988) Case 202108988 · Managing Relations The complaint is about the landlord’s handling of: the resident’s request to be rehoused. the resident’s complaint. 20 Jan 2023 No Maladministration Optivo (202114279) Case 202114279 · Estate Management REPORT COMPLAINT 202114279 Optivo 20 January 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to … 20 Jan 2023 Maladministration The Riverside Group Limited (202208873) Case 202208873 · Old Property Condition migrated-2025 The complaint is about the landlord's response to the resident’s reports about her fence. 19 Jan 2023 Maladministration Hammersmith and Fulham Council (202109579) Case 202109579 · Managing Relations REPORT COMPLAINT 202109579 Hammersmith and Fulham Council 16 January 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 19 Jan 2023 No Maladministration Leeds City Council (202211100) Case 202211100 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of repair issues with the back door. 19 Jan 2023 Maladministration London Borough of Croydon (202117164) Case 202117164 · Managing Relations The complaint is about: The landlord’s handling of the resident’s succession to her late mother’s tenancy. The landlord’s associated complaint … 19 Jan 2023 No Maladministration Optivo (now Southern Housing) (202117753) Case 202117753 · Financial The resident has complained about the following: The landlord’s handling of works to resolve the ventilation, drainage, and access issues … 19 Jan 2023 Reasonable Redress Peabody Trust (202203065) Case 202203065 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s: reports regarding pest proofing works; request for permission for new … 19 Jan 2023 No Maladministration West Kent Housing Association (202000668) Case 202000668 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of defects with his new build property.