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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 2,867 of 16,595 decisions

Decisions

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27 Nov 2023 Outside Jurisdiction Golding Homes Limited (202205830) Case 202205830 · ASB/Abuse/Nuisance This complaint is about the landlords handling of the resident’s reports of: Anti-social behaviour (ASB). The neighbour’s caravan. The neighbours … 27 Nov 2023 Partial Maladministration Irwell Valley Housing Association Limited (202206371) Case 202206371 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s request for it to replace flooring in her bathroom. The … 27 Nov 2023 Partial Maladministration London Borough of Hackney (202121330) Case 202121330 · Managing Relations The complaint is about the landlord’s response to the resident’s concerns about: Missing belongings from her previous property following an … 27 Nov 2023 Partial Maladministration Longhurst Group Limited (202112139) Case 202112139 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: The resident’s reports of outstanding repairs in the property. The resident’s reports … 27 Nov 2023 Partial Maladministration Ongo Homes Limited (202209377) Case 202209377 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: The condition of the property when it was let. The resident’s report … 27 Nov 2023 No Maladministration Optivo (now Southern Housing) (202125082) Case 202125082 · Health and Safety (inc. building safety) The complaint is about the landlord’s communication in relation to the resident’s fire safety concerns within the building. The Ombudsman … 27 Nov 2023 Maladministration Orbit Group Limited (202225435) Case 202225435 · Managing Relations The complaint is about the landlord’s handling of: The resident’s report of leaks, blockages, and drainage issues Repairs to the … 27 Nov 2023 Maladministration Royal Borough of Kensington and Chelsea (202120447) Case 202120447 · Financial The complaint is about the landlord’s handling of the resident's: Requests for major works information. Concerns about workmanship quality. 27 Nov 2023 Partial Maladministration Salvation Army Housing Association (SAHA) (202117550) Case 202117550 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of noise by her neighbours and antisocial behaviour (ASB). … 27 Nov 2023 Maladministration Southern Housing Group Limited (202117230) Case 202117230 · Managing Relations The complaint is about the landlord’s handling of: The residents reports of water ingress into the property. The associated remedial … 27 Nov 2023 Partial Maladministration Southern Housing Group Limited (202205541) Case 202205541 · Managing Relations The complaint concerns: The resident’s allegation that his share in the property was mis-sold due to the defect. The landlord’s … 27 Nov 2023 Reasonable Redress Southwark Council (202206334) Case 202206334 · Managing Relations This complaint is about the landlord’s: Response to the resident’s reports of missing window keys. Complaint handling. 27 Nov 2023 Maladministration Wandle Housing Association Limited (202124591) Case 202124591 · Managing Relations The complaint is about: The landlord’s handling of the condition of the resident’s new home. The landlord's refusal to carry … 27 Nov 2023 Partial Maladministration Welwyn Hatfield Borough Council (202216776) Case 202216776 · Information and data management The complaint is about the landlord’s handling of the resident’s reports of: its subcontractor removing and disposing of her furniture … 27 Nov 2023 Partial Maladministration Westminster City Council (202126345) Case 202126345 · Financial The complaint is about the landlord’s: Response to the resident’s reports about service charges, including administration, provision of services and … 24 Nov 2023 No Maladministration East Midlands Housing Group Limited (202207355) Case 202207355 · Estate Management The complaint is about the landlord’s response to the resident’s privacy concerns and his request that it increase the height … 24 Nov 2023 Maladministration Guinness Trust (202221101) Case 202221101 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of damp and mould and the associated repairs. 24 Nov 2023 Partial Maladministration Home Group Limited (202125902) Case 202125902 · Financial This complaint is about the landlord’s handling of: The resident’s enquiries about her service charge. A repair to the resident’s … 24 Nov 2023 Partial Maladministration Homes Plus Limited (202208259) Case 202208259 · Health and Safety (inc. building safety) The complaint is about: the condition of the property when let; the landlord’s handling of repairs after the resident moved … 24 Nov 2023 Reasonable Redress Housing 21 (202210359) Case 202210359 · Financial The complaint is about the landlord’s response to the resident’s: Request to have a full refund of surplus water charges … 24 Nov 2023 Partial Maladministration Hyde Housing Association Limited (202200699) Case 202200699 · Managing Relations The complaint is about: The landlord’s handling of repairs to the resident’s fence. Information provided by the landlord in relation … 24 Nov 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202117601) Case 202117601 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s reports of ASB and noise disturbance. Response to the resident’s … 24 Nov 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202208960) Case 202208960 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The window … 24 Nov 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202223189) Case 202223189 · Managing Relations The complaint is about: 24 Nov 2023 Partial Maladministration Ongo Homes Limited (202212483) Case 202212483 · Managing Relations This complaint is about the landlord’s response to: The resident’s reports of a faulty central heating system within the property. … 24 Nov 2023 Maladministration Orbit Group Limited (202223344) Case 202223344 · Managing Relations The complaint is about the landlord’s response to the resident's reports of damp, mould and outstanding repairs. This report will … 24 Nov 2023 Partial Maladministration Places for People Group Limited (202201611) Case 202201611 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Handling and management of repairs to reinstate heating and hot water in the property. … 24 Nov 2023 Partial Maladministration Sanctuary Housing Association (202106332) Case 202106332 · ASB/Abuse/Nuisance The resident has complained: about the landlord’s response to reports of operatives entering the garden without permission. about the landlord’s … 24 Nov 2023 Partial Maladministration Southern Housing Group Limited (202211551) Case 202211551 · Managing Relations The complaint is about the landlord’s response to the resident’s concerns about: Communication regarding major works carried out to the … 24 Nov 2023 Partial Maladministration The Guinness Partnership Limited (202203209) Case 202203209 · Estate Management The complaint is about: The landlord’s response to the resident’s concerns about the standard to which tarmacking repairs have been … 24 Nov 2023 No Maladministration Trent & Dove Housing Limited (202201785) Case 202201785 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from his neighbour. 24 Nov 2023 Outside Jurisdiction Westminster City Council (202207113) Case 202207113 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of reports of leaks, damp, and mould in the property. 24 Nov 2023 Partial Maladministration Yorkshire Housing Limited (202126749) Case 202126749 · Financial The complaint is about the landlord’s: Administration of the resident’s rent account and explanation for the arrears. Handling of the … 23 Nov 2023 Maladministration Camden Council (202208606) Case 202208606 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of leaks from the property above. 23 Nov 2023 Maladministration Lambeth Council (202115517) Case 202115517 · Financial The complaint is about the landlord’s: Response to the resident’s concerns in relation to paying service charges for services not … 23 Nov 2023 Outside Jurisdiction Optivo (now Southern Housing) (202201518) Case 202201518 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to: The resident’s concerns that the property was unsafe/unsuitable to reside at; Outstanding … 23 Nov 2023 Partial Maladministration Orbit Group Limited (202125495) Case 202125495 · ASB/Abuse/Nuisance The complaint is about the landlord’s responses to the resident’s: Concerns about the repairs and maintenance of the block. Concern … 21 Nov 2023 Maladministration A2Dominion Housing Group Limited (202201426) Case 202201426 · Estate Management The complaint is about the landlord’s handling of the resident’s concerns about the communal cleaning service. 21 Nov 2023 Partial Maladministration Birmingham City Council (202207224) Case 202207224 · Managing Relations The complaint is about the landlord’s: response to the resident’s request to be rehoused. handling of a leak and follow … 21 Nov 2023 Maladministration Housing Solutions (202120691) Case 202120691 · Managing Relations The complaint is about the landlord's handling of repairs to a defective heating and hot water system. The Service has … 21 Nov 2023 Partial Maladministration Joseph Rowntree Housing Trust (202113198) Case 202113198 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of dirt and fleas in communal areas. Reports of … 21 Nov 2023 Maladministration Paragon Asra Housing Limited (202216637) Case 202216637 · Managing Relations The complaint is about: The landlord’s handling of planned works to refurbish the resident’s bathroom and the resident’s reports of … 20 Nov 2023 Maladministration The Guinness Partnership Limited (202212916) Case 202212916 · Managing Relations The complaint is about; The landlord’s handling of a leak in the resident’s property. The landlord’s handling of the associated … 20 Nov 2023 Maladministration Westward Housing Group Limited (202113399) Case 202113399 · Managing Relations The complaint is about the landlord’s: handling of repairs to the resident’s property (flooring, hot water tank and stopcock). response … 17 Nov 2023 Maladministration Birmingham City Council (202210771) Case 202210771 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and racial abuse. The Ombudsman … 17 Nov 2023 Partial Maladministration Christian Action (Enfield) Housing Association Limited (202200500) Case 202200500 · Financial The complaint is about: The landlord’s handling of reports of damp and mould. The landlord’s handling of the resident’s request … 17 Nov 2023 Maladministration GreenSquareAccord Limited (202229698) Case 202229698 · Managing Relations This is about the landlord’s handing of: Remedial works at the property. The landlord’s communication about the resident’s proposed temporary … 17 Nov 2023 Partial Maladministration Notting Hill Genesis (NHG) (202004764) Case 202004764 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: The resident’s reports of antisocial behaviour (ASB) caused by her neighbours. The … 17 Nov 2023 Reasonable Redress Peabody Trust (202200954) Case 202200954 · Information and data management REPORT COMPLAINT 202200954 Peabody Trust 27 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 17 Nov 2023 Severe Maladministration Platform Housing Group Limited (202208458) Case 202208458 · Managing Relations The complaint is about the landlord’s response to: Reports of leaks to the property and the handling of repairs. Reports …