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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 3,517 of 16,595 decisions

Decisions

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14 Mar 2024 Maladministration Lincoln City Council (202302041) Case 202302041 · Managing Relations The complaint is about the landlord’s: Handling of repairs to the property, including to address damp and mould. Handling of … 14 Mar 2024 No Maladministration LiveWest Homes Limited (202231126) Case 202231126 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s request for a request for a bathroom upgrade. 14 Mar 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202219252) Case 202219252 · Managing Relations The complaint is about the landlord’s handling of the resident's concerns of repairs required to the front and rear doors … 14 Mar 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202309955) Case 202309955 · Estate Management The complaint is about the landlord’s handling of the resident’s: Request for an EWS1 form. Request for it to buy … 14 Mar 2024 Reasonable Redress Notting Hill Genesis (NHG) (202305135) Case 202305135 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the remedial works to the property following a flood. 14 Mar 2024 Maladministration Sanctuary Housing Association (202301864) Case 202301864 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of leaks into the property. Associated formal complaint. 14 Mar 2024 Maladministration Settle Group (202215101) Case 202215101 · Managing Relations The complaint is about the landlord’s handling of: reports of staff conduct/racial discrimination; the resident’s complaint. 14 Mar 2024 Maladministration Stonewater Limited (202221127) Case 202221127 · Estate Management The complaint is about the landlord's handling of the resident’s reports of unsatisfactory ground maintenance. 14 Mar 2024 No Maladministration Yorkshire Housing Limited (202208452) Case 202208452 · Old Property Condition migrated-2025 The complaint is about the landlord's response to the resident’s concerns regarding the patio door. 13 Mar 2024 Maladministration Clarion Housing Association Limited (202200379) Case 202200379 · Information and data management The complaint is about the landlord’s handling of a windows repair. The Ombudsman has also considered the landlord’s: Record keeping. … 13 Mar 2024 No Maladministration Clarion Housing Association Limited (202203294) Case 202203294 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of and response to: the resident’s reports of antisocial behaviour (ASB). the resident's … 13 Mar 2024 Maladministration Haringey London Borough Council (202303218) Case 202303218 · Managing Relations The complaint is about the landlord’s handling of repairs to the ceiling. The Ombudsman has also considered the landlord’s complaint … 13 Mar 2024 Maladministration London Borough of Barnet (202228491) Case 202228491 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and harassment from her neighbours. 13 Mar 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202222555) Case 202222555 · Information and data management The complaint is about the landlord's handling of reports of repairs issues, and damp and mould. The Ombudsman has also … 13 Mar 2024 Maladministration Tower Hamlets Homes (202227785) Case 202227785 · Managing Relations REPORT COMPLAINT 202227785 Tower Hamlets Homes 13 March 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 13 Mar 2024 Maladministration Waltham Forest Council (202300868) Case 202300868 · Old Property Condition migrated-2025 This complaint is about the landlord's response to reports of a leak, damp and mould, and a crumbling ceiling within … 12 Mar 2024 Maladministration Arawak Walton Housing Association Limited (202221248) Case 202221248 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to reports of ongoing damp and mould. 12 Mar 2024 Maladministration Castles & Coasts Housing Association Limited (202221875) Case 202221875 · Managing Relations The complaint is about the landlord’s handling of the sale of the late resident’s property. The Ombudsman has also considered … 12 Mar 2024 Maladministration Islington Council (202206511) Case 202206511 · Health and Safety (inc. building safety) The complaint is about: The landlord’s communication with the resident following a fire at her property. The landlord’s disposal of … 12 Mar 2024 Partial Maladministration Kingston upon Thames Council (202230294) Case 202230294 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s report of repairs to the kitchen and bathroom. The resident’s … 12 Mar 2024 Partial Maladministration London Borough of Hounslow (202215296) Case 202215296 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour. The Ombudsman will also investigate the … 12 Mar 2024 Maladministration Metropolitan Thames Valley Housing (MTV) (202215542) Case 202215542 · Managing Relations The complaint is about the landlord’s: handling of reports of defects to windows. complaint handling. 12 Mar 2024 Maladministration Metropolitan Thames Valley Housing (MTV) (202230563) Case 202230563 · Estate Management The landlord’s handling of reports of lift outages. The landlord’s record keeping has been investigated. The landlord’s complaint handling has … 12 Mar 2024 Partial Maladministration Richmond Housing Partnership Limited (202302569) Case 202302569 · Estate Management The complaint is about the landlord’s response to the resident’s concerns of: Mould in the property. Communal lift repairs and … 12 Mar 2024 Maladministration Sovereign Network Homes (202234046) Case 202234046 · Managing Relations The resident’s complaint is about the landlord’s: Identification of a leak in her bathroom. Handling of her request for a … 11 Mar 2024 Maladministration Ashton Pioneer Homes Limited (202229724) Case 202229724 · Managing Relations The complaint is about: The landlords handling of the resident’s concerns regarding staff conduct. The landlord’s complaint handling. 11 Mar 2024 Maladministration Birmingham City Council (202219688) Case 202219688 · Managing Relations The complaint is about the landlord’s response to the resident’s: Reports of damp and mould in the property. Related complaint. 11 Mar 2024 Partial Maladministration Clarion Housing Association Limited (202204243) Case 202204243 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: Reports of a leak and damp and mould in the resident’s bathroom. … 11 Mar 2024 Maladministration One Housing Group Limited (202227379) Case 202227379 · Financial The complaint is about the landlord's response to the resident's concerns about service charges. 11 Mar 2024 Partial Maladministration Paradigm Housing Group Limited (202208841) Case 202208841 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: report of repairs required to the windows and front door. … 11 Mar 2024 Partial Maladministration Places for People Group Limited (202229662) Case 202229662 · Managing Relations The complaint is about the landlords: Delays in providing requested information for the sale of the property. Complaint handling. 11 Mar 2024 Reasonable Redress Platform Housing Group Limited (202231124) Case 202231124 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s: Reports of repairs required at the property. Request for rehousing. 11 Mar 2024 Maladministration Royal Borough of Kensington and Chelsea (202300068) Case 202300068 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to reports of recurring leaks from the flat above. Response to the noise … 11 Mar 2024 Maladministration Sovereign Network Homes (202231810) Case 202231810 · Managing Relations The complaint is about the landlord’s handling of the resident’s complaint concerning repairs including heating issues, damp, and mould. 11 Mar 2024 Maladministration The Guinness Partnership Limited (202228241) Case 202228241 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of reports of delays in communication by the sustainability team. 11 Mar 2024 Maladministration The Riverside Group Limited (202225303) Case 202225303 · Old Property Condition migrated-2025 The resident’s complaint is about how the landlord has handled his reports about outstanding repairs to a boundary fence. 11 Mar 2024 Outside Jurisdiction Thurrock Council (202208626) Case 202208626 · ASB/Abuse/Nuisance The complaint concerns: The Council’s response to reports of antisocial behaviour. The level of cleanliness and maintenance in communal areas. 11 Mar 2024 Maladministration Westminster City Council (202219355) Case 202219355 · Managing Relations The resident’s complaint is about: The landlord’s handling of requests for repairs to a leaking communal roof, including associated repairs … 8 Mar 2024 Maladministration Birmingham City Council (202220689) Case 202220689 · Managing Relations The complaint is about the landlord’s handling of damp and mould. The Ombudsman has also considered the landlord’s complaint handling … 8 Mar 2024 Maladministration Clarion Housing Association Limited (202017591) Case 202017591 · ASB/Abuse/Nuisance This complaint is about how the landlord handled: The resident’s reports of noise nuisance, antisocial behaviour and tenancy breaches from … 8 Mar 2024 Reasonable Redress Clarion Housing Association Limited (202213067) Case 202213067 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Handling of the annual gas safety inspection at the resident’s property and its communication. … 8 Mar 2024 Maladministration Haringey London Borough Council (202305289) Case 202305289 · Managing Relations The complaint is about: The landlord’s handling of reports of damp and mould in the property. The associated complaint handling. 8 Mar 2024 Maladministration Hyde Housing Association Limited (202232838) Case 202232838 · Managing Relations The complaint is about: The landlord’s handling of garage repairs and subsequent recommended adaptations. The landlord’s complaint handling has also … 8 Mar 2024 Partial Maladministration Lewisham Council (202209632) Case 202209632 · Financial The complaint is about the landlord’s handling of the resident’s: Rent account, and the associated arrears. Rehousing application. The Ombudsman … 8 Mar 2024 Partial Maladministration London Borough of Hackney (202230456) Case 202230456 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports about antisocial behaviour (ASB). The landlord’s handling of repairs … 8 Mar 2024 Partial Maladministration Places for People Group Limited (202219590) Case 202219590 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the kitchen. The resident’s decant from the property. The resident’s … 8 Mar 2024 Partial Maladministration Sanctuary Housing Association (202228858) Case 202228858 · Managing Relations The complaint is about the landlord’s handling of the resident’s concerns that a bedroom in the property was not sufficiently … 8 Mar 2024 Maladministration The Guinness Partnership Limited (202202231) Case 202202231 · Estate Management The resident’s complaint is about: The landlord’s handling of requests for improvement in the maintenance of the communal garden. The … 8 Mar 2024 Partial Maladministration Together Housing Association Limited (202213905) Case 202213905 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Handling of the resident's managed … 8 Mar 2024 Partial Maladministration Warwick District Council (202112751) Case 202112751 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports about the condition of the property following the landlord’s …