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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 3,517 of 16,595 decisions

Decisions

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29 Feb 2024 Outside Jurisdiction Islington Council (202210743) Case 202210743 · Financial The complaint is about the landlord’s handling of the resident’s rent account. 29 Feb 2024 Maladministration Lambeth Council (202009981) Case 202009981 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of repairs to the property and garden. The Ombudsman … 29 Feb 2024 Partial Maladministration Leeds City Council (202219878) Case 202219878 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s reports about the condition of the property after void. Handling … 29 Feb 2024 Maladministration Lewisham Council (202008088) Case 202008088 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: 29 Feb 2024 Severe Maladministration Lewisham Council (202217650) Case 202217650 · Estate Management The complaint is about the landlord’s handling: of repairs to the property roof. of the resident’s complaint. We have also … 29 Feb 2024 Maladministration London Borough of Barking and Dagenham (202205116) Case 202205116 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of alleged antisocial behaviour (ASB) and noise nuisance. The … 29 Feb 2024 Maladministration London Borough of Ealing (202120786) Case 202120786 · Estate Management The complaint is about the landlord’s handling of: The resident’s reports of the communal lifts within her block breaking down. … 29 Feb 2024 Maladministration London Borough of Enfield (202215268) Case 202215268 · Managing Relations The complaint is about the landlord’s handling of improvement works to a bathroom. The Ombudsman has also considered the landlord’s … 29 Feb 2024 Maladministration London Borough of Hounslow (202312239) Case 202312239 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Handling of the Electrical Installation Condition Report (EICR). Complaint handling. 29 Feb 2024 Maladministration London Borough of Lewisham (202231881) Case 202231881 · Old Complaints Handling categories The complaint is about the landlord’s handling of outstanding repairs, including damp and mould. The Ombudsman has also considered the … 29 Feb 2024 Maladministration London Borough of Newham (202205387) Case 202205387 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s reports of rats in the property. Response to the resident’s … 29 Feb 2024 Maladministration Metropolitan Thames Valley Housing (MTV) (202201502) Case 202201502 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: A management transfer. The resident’s reports about her neighbour’s conduct. The resident’s … 29 Feb 2024 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202228710) Case 202228710 · Information and data management The complaint is about the landlord's handling of: The renewal of the resident’s kitchen. The renewal of the resident’s bathroom … 29 Feb 2024 Partial Maladministration Mid Devon District Council (202215292) Case 202215292 · Information and data management The complaint is about: the landlord’s decision to issue the resident with a Notice to Quit. the landlord’s handling of … 29 Feb 2024 Maladministration North Star Housing Group (202225344) Case 202225344 · Old Property Condition migrated-2025 The landlord’s handling of a reported leak and damp and mould at the resident’s property. 29 Feb 2024 Maladministration Notting Hill Genesis (NHG) (202123372) Case 202123372 · Managing Relations The complaint is about the landlord's handling of the resident's reports of an ongoing leak into her property. This service … 29 Feb 2024 Partial Maladministration Notting Hill Genesis (NHG) (202225691) Case 202225691 · Financial The complaint is about;The landlord’s handling of the resident’s request to be rehoused.The landlord’s response to the resident’s request for … 29 Feb 2024 Partial Maladministration Optivo (now Southern Housing) (202203710) Case 202203710 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour, including the level of support provided … 29 Feb 2024 Maladministration Orbit Group Limited (202220757) Case 202220757 · Financial The complaint is about the landlord’s response to the resident’s: Request for information relating to her service charge for grounds … 29 Feb 2024 Partial Maladministration Peabody Trust (202209178) Case 202209178 · Managing Relations REPORT COMPLAINT 202209178 Peabody Trust 29 February 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 29 Feb 2024 Partial Maladministration Peabody Trust (202209277) Case 202209277 · Financial The complaint is about: The handling of the resident’s rent accounts. Bullying, discrimination, and harassment by its staff. Increase in … 29 Feb 2024 Partial Maladministration Peabody Trust (202216824) Case 202216824 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: A neighbour dispute involving a bamboo intrusion, boundary fence responsibility, and a … 29 Feb 2024 Partial Maladministration Portobello Housing Co-operative Limited (202117768) Case 202117768 · ASB/Abuse/Nuisance The complaint is about: The resident’s reports of discrimination and harassment by the landlord for his health issues and disabilities. … 29 Feb 2024 Maladministration Royal Borough of Kensington and Chelsea (202219537) Case 202219537 · Old Property Condition migrated-2025 The complaint is about the landlords handling of the repairs to the resident’s radiators. 29 Feb 2024 Maladministration Silva Homes Limited (202225552) Case 202225552 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of damp and mould problems in the resident’s home. 29 Feb 2024 Partial Maladministration Southampton City Council (202215946) Case 202215946 · Health and Safety (inc. building safety) The complaint concerns the landlord’s: Response to the concern raised about the electrics at the property. Handling of the decant … 29 Feb 2024 Partial Maladministration South Derbyshire District Council (202226705) Case 202226705 · Managing Relations The complaint is about: The landlord’s handling of the resident’s concerns about the condition of the property when it was … 29 Feb 2024 Partial Maladministration Southend-on-Sea City Council (202218411) Case 202218411 · Financial The resident’s complaint is about the landlord’s handling of the: property condition at the time of being let; rent charged. 29 Feb 2024 Partial Maladministration Southend-on-Sea City Council (202220639) Case 202220639 · ASB/Abuse/Nuisance The complaint is about the ALMO’s: Response to the resident’s reports of ASB. Response to the resident’s request for adaptations … 29 Feb 2024 Partial Maladministration Southern Housing Group Limited (202204723) Case 202204723 · Estate Management The complaint is about: The landlord’s response to the resident’s report of various repairs. The landlord’s response to the resident’s … 29 Feb 2024 Maladministration Southern Housing Group Limited (202207242) Case 202207242 · Information and data management The complaint is about the landlord's handling of: the repairs to the resident’s property in relation to: the roof. the … 29 Feb 2024 Maladministration Sovereign Network Homes (202213941) Case 202213941 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of damp, mould and water ingress . The Ombudsman … 29 Feb 2024 Partial Maladministration Stonewater Limited (202223019) Case 202223019 · Estate Management The complaint is about the landlord’s handling of: The impact on the resident of a dispute with an energy supplier. … 29 Feb 2024 Partial Maladministration The Guinness Partnership Limited (202227530) Case 202227530 · Financial The complaint is about: The landlord's handling of repairs following water ingress. The landlord’s response to the resident's concerns about … 29 Feb 2024 Partial Maladministration The Riverside Group Limited (202221892) Case 202221892 · Financial This complaint is about the landlord’s handling of: The resident’s queries about her service charge. The associated complaint. 29 Feb 2024 Maladministration Vivid Housing Limited (202228847) Case 202228847 · Managing Relations The complaint is about: The landlord’s handling of garden drainage works including the replacement of the resident’s shed. The landlord’s … 29 Feb 2024 Partial Maladministration Wandsworth Council (202229840) Case 202229840 · Moving/Buying/Selling Home This complaint is about the landlord’s handling of: The resident’s application for rehousing. Reports of damp, mould, draughts, and lack … 29 Feb 2024 Partial Maladministration Westminster City Council (202125116) Case 202125116 · Estate Management The complaint is about the landlords: Response to the resident’s concerns about its management of access to the car park. … 28 Feb 2024 Maladministration Birmingham City Council (202210764) Case 202210764 · Managing Relations REPORT COMPLAINT 202210764 Birmingham City Council 28 February 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 28 Feb 2024 Maladministration Clarion Housing Association Limited (202206745) Case 202206745 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the property, including leaks, subsidence and cracks in the ceilings … 28 Feb 2024 Partial Maladministration Clarion Housing Association Limited (202220769) Case 202220769 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s data in relation to her being identified as the complainant … 28 Feb 2024 Reasonable Redress Clarion Housing Association Limited (202229282) Case 202229282 · Managing Relations This complaint is about the landlord’s handling of: Latent defects in the resident’s bathroom. The associated complaint. 28 Feb 2024 Partial Maladministration East Midlands Housing Group Limited (202217915) Case 202217915 · ASB/Abuse/Nuisance The complaint is about: The landlords handling of the resident’s request for a subject to access request (SAR). The landlords … 28 Feb 2024 Maladministration ForHousing Limited (202206393) Case 202206393 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of a collapsed drain and its handling of the … 28 Feb 2024 Maladministration Hammersmith and Fulham Council (202222739) Case 202222739 · Managing Relations This complaint is about the landlord’s handling of: Repairs to, and a subsequent leak from, the resident’s toilet. The associated … 28 Feb 2024 Maladministration Home Group Limited (202215876) Case 202215876 · ASB/Abuse/Nuisance The resident’s complaint is about the landlord’s handing of his reports of Anti Social Behaviour (“ASB”) and his complaint. 28 Feb 2024 Outside Jurisdiction Hyde Housing Association Limited (202305311) Case 202305311 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of: Pest infestations. Outstanding repairs to the bathroom. Associated … 28 Feb 2024 Partial Maladministration Islington Council (202220148) Case 202220148 · Estate Management This complaint is about the landlord’s: Response to the resident’s concerns around “victimization”. Response to the resident’s concerns around leaks, … 28 Feb 2024 Maladministration ‘Johnnie’ Johnson Housing Trust Limited (202222109) Case 202222109 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s report of a sewage leak. 28 Feb 2024 Maladministration London Borough of Hackney (202228593) Case 202228593 · Managing Relations The complaint is about the landlord’s handling of repairs to the communal lift. The Ombudsman has decided to consider: The …