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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 1,976 of 16,595 decisions

Decisions

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24 Nov 2021 Reasonable Redress Lewisham Council (202005458) Case 202005458 · Financial The complaint is about the disposal of the resident’s belongings, following an eviction. 24 Nov 2021 Reasonable Redress Metropolitan Housing Trust Limited (202005072) Case 202005072 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of a leak, his requests for compensation, and his … 24 Nov 2021 Reasonable Redress Network Homes Limited (202104214) Case 202104214 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of noise nuisance. 24 Nov 2021 Maladministration Newlon Housing Trust (202000770) Case 202000770 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of noise disturbance from the property above. The landlord’s … 24 Nov 2021 Partial Maladministration Onward Homes Limited (201909166) Case 201909166 · Managing Relations The complaint refers to: The landlord’s handling of the resident’s reports of a lack of hot water in his property … 24 Nov 2021 Partial Maladministration Tower Hamlets Council (202003166) Case 202003166 · Managing Relations The resident complains about: 24 Nov 2021 Outside Jurisdiction Watford Community Housing Trust (202103329) Case 202103329 · Old Property Condition migrated-2025 REPORT COMPLAINT 202103329 Watford Community Housing Trust 24 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 23 Nov 2021 No Maladministration Clarion Housing Association Limited (202013193) Case 202013193 · Estate Management The complaint concerns the landlord’s handling of: 23 Nov 2021 Outside Jurisdiction Croydon Council (202004277) Case 202004277 · Local Authority / ALMO or TMO This complaint is about the landlord’s handling of mutual exchange applications made by the resident. In particular, the resident states: … 23 Nov 2021 Reasonable Redress Islington Council (202017231) Case 202017231 · Local Authority / ALMO or TMO The complaint is about the level of redress offered to the resident following her reports of a defective heating and … 23 Nov 2021 Partial Maladministration Lambeth Council (202010775) Case 202010775 · Financial REPORT COMPLAINT 202010775 Lambeth Council 23 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 23 Nov 2021 Reasonable Redress Lambeth Council (202112954) Case 202112954 · Local Authority / ALMO or TMO REPORT COMPLAINT 202112954 Lambeth Council 23 November 2021 Our approach Under our early resolution process, the Ombudsman works with the … 23 Nov 2021 Reasonable Redress Metropolitan Thames Valley Housing (202106386) Case 202106386 · Old Property Condition migrated-2025 The complaint concerns how the landlord handled: the resident’s reports of damp and mould at the property from October 2020. … 23 Nov 2021 Maladministration Onward Homes Limited (202100742) Case 202100742 · Managing Relations The resident’s complaint is about: How the landlord handled repairs to the windows in a leasehold property from 2020 onwards. … 23 Nov 2021 Reasonable Redress Optivo (202016662) Case 202016662 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of the resident’s reports of a leak into his property. 23 Nov 2021 Maladministration Paragon Asra Housing Limited (202002651) Case 202002651 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of: excessive noise coming from his neighbour’s property; excessive … 23 Nov 2021 Partial Maladministration Trident Housing Association Limited (202109500) Case 202109500 · Financial The complaint is about: The landlord’s handling of toilet repairs at the property. The landlord’s communication regarding rent payments. The … 22 Nov 2021 Outside Jurisdiction Bristol City Council (202012780) Case 202012780 · Local Authority / ALMO or TMO This complaint is about the landlord’s response to the complainant’s reports of anti-social behaviour (ASB) involving several neighbours and counter-allegations … 22 Nov 2021 Outside Jurisdiction Clarion Housing Association Limited (202008587) Case 202008587 · Financial The complaint is about: The level of service charges and the affordability of those charges. Issues with the correct level … 22 Nov 2021 No Maladministration Clarion Housing Association Limited (202012797) Case 202012797 · ASB/Abuse/Nuisance This complaint is about the landlord's response to the resident’s reports of Anti-social behaviour (ASB) and his request for a … 22 Nov 2021 Partial Maladministration Gentoo Group Limited (202013767) Case 202013767 · Managing Relations The complaint is about: The landlord’s response to the resident’s concerns about a repairs visit to his property on 24 … 22 Nov 2021 Partial Maladministration Hammersmith and Fulham Council (202005513) Case 202005513 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of repair issues with her bathroom and kitchen, and … 22 Nov 2021 Partial Maladministration Hammersmith and Fulham Council (202010889) Case 202010889 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s reports of damage to her property caused by a defective … 22 Nov 2021 Partial Maladministration Leicester City Council (202011563) Case 202011563 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of antisocial … 22 Nov 2021 Maladministration London & Quadrant Housing Trust (L&Q) (202102186) Case 202102186 · Financial This complaint is about: The level of a service charge, following the time taken to set up a service charge … 22 Nov 2021 Partial Maladministration Sovereign Housing Association Limited (202014664) Case 202014664 · Estate Management This complaint is about: The level and reasonableness of the resident’s service charges. The landlord’s handling of the resident’s concerns … 20 Nov 2021 Outside Jurisdiction Anchor Hanover Group (202105451) Case 202105451 · Estate Management The complaint is about the landlord’s handling of the resident’s concerns regarding: The quality of garden maintenance carried out at … 20 Nov 2021 Partial Maladministration London & Quadrant Housing Trust (202015723) Case 202015723 · Managing Relations The complaint is about the landlord’s response to the resident’s: report of a water leak into her property. associated complaint. 19 Nov 2021 Partial Maladministration A2Dominion Housing Group Limited (202002279) Case 202002279 · Estate Management The complaint is about the landlord’s response to the resident’s reports of: The quality of cleaning to the windows at … 19 Nov 2021 No Maladministration Cheshire Peaks & Plains Housing Trust (202015579) Case 202015579 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of: the resident’s reports concerning multiple outstanding repair issues at the property prior to … 19 Nov 2021 Partial Maladministration East Midlands Housing Group Limited (202109071) Case 202109071 · Financial The complaint is about: The landlord’s handling of the resident’s complaint about the administration of his service charge/rent account. The … 19 Nov 2021 Partial Maladministration Gateshead Metropolitan Borough Council (202012425) Case 202012425 · Managing Relations The complaint is about the landlord’s handling of: - The resident’s report of a flood in her bathroom. The resident’s … 19 Nov 2021 No Maladministration Harlow District Council (202100729) Case 202100729 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s concerns about hazardous items being left in communal areas. 19 Nov 2021 Maladministration London & Quadrant Housing Trust (202005639) Case 202005639 · Moving/Buying/Selling Home This complaint is about the landlord’s decision to withdraw its discretionary offer to the resident of a management transfer to … 19 Nov 2021 Reasonable Redress London & Quadrant Housing Trust (202012533) Case 202012533 · Old Property Condition migrated-2025 This complaint is about the level of redress the landlord offered in respect of its acknowledged delays and failures whilst … 19 Nov 2021 Partial Maladministration London & Quadrant Housing Trust (202112196) Case 202112196 · Managing Relations REPORT COMPLAINT 202112196 London & Quadrant Housing Trust 19 November 2021 Our approach The Housing Ombudsman’s approach to investigating and … 19 Nov 2021 Outside Jurisdiction Metropolitan Housing Trust Limited (202011982) Case 202011982 · Old Property Condition migrated-2025 This complaint is about the landlord’s decision to change the energy supplier for the provision of communal heating in the … 19 Nov 2021 Maladministration Metropolitan Housing Trust Limited (202014430) Case 202014430 · Estate Management The resident’s complaint concerns: The landlord's response about the standard of cleaning and ground maintenance in the communal areas. The … 19 Nov 2021 No Maladministration Notting Hill Genesis (201811579) Case 201811579 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of: Excessive heat in the property. Anti-social behaviour (ASB) … 19 Nov 2021 No Maladministration Orbit Group Limited (202009649) Case 202009649 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s management move. Response to the resident’s concerns about the cost … 19 Nov 2021 Reasonable Redress Peabody Trust (202007888) Case 202007888 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of the resident’s reports of a burst water pipe. 19 Nov 2021 No Maladministration Peabody Trust (202108578) Case 202108578 · ASB/Abuse/Nuisance The complaint concerns how the landlord handled: The resident’s reports of antisocial behaviour (ASB) by her neighbour. The formal complaint … 19 Nov 2021 Maladministration Tuntum Housing Association Limited (202005850) Case 202005850 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the residents reports of: Anti-social behaviour (ASB) including noise and nuisance and … 19 Nov 2021 No Maladministration Wigan Metropolitan Borough Council (202103100) Case 202103100 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s concerns about the heating system in the property. 18 Nov 2021 Partial Maladministration Barking and Dagenham Council (202003034) Case 202003034 · Local Authority / ALMO or TMO The complaint is about the: landlord's handling of a toilet blockage from 2019 – 2020. The Ombudsman has also considered … 18 Nov 2021 Partial Maladministration Birmingham City Council (202104637) Case 202104637 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of: 18 Nov 2021 Reasonable Redress Hyde Housing Association Limited (202012309) Case 202012309 · Estate Management The complaint is about: The landlord’s handling of the resident’s parking arrangements. The landlord’s associated complaint handling. 18 Nov 2021 Outside Jurisdiction Kingston upon Thames Council (202007990) Case 202007990 · Local Authority / ALMO or TMO REPORT COMPLAINT 202007990 Kingston upon Thames Council 18 November 2021 Our approach What we can and cannot consider is called … 18 Nov 2021 Partial Maladministration London & Quadrant Housing Trust (202100123) Case 202100123 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports of a leak at his property and the amount … 18 Nov 2021 Partial Maladministration Newham Council (202106975) Case 202106975 · Local Authority / ALMO or TMO The complaint is about: The height of trees in a neighbouring garden. The landlord’s response to the resident’s concerns about …