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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 5,432 of 16,595 decisions

Decisions

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20 Jun 2025 Maladministration Karbon Homes Limited (202329045) Case 202329045 · Financial The complaint is about the landlord’s response to the resident’s reports that its heating system impacted his energy bills. The … 20 Jun 2025 Maladministration London Borough of Lambeth (202423875) Case 202423875 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of: reports of damp and mould. reports of broken fencing. bathroom works. the … 20 Jun 2025 Reasonable Redress Metropolitan Thames Valley Housing (MTV) (202331734) Case 202331734 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s: Requests for garden works, including the installation of a rear … 20 Jun 2025 Maladministration Moat Homes Limited (202320833) Case 202320833 · Moving/Buying/Selling Home The complaint is about the landlord's handling of the resident's move to her current property. 20 Jun 2025 Maladministration Onward Homes Limited (202228966) Case 202228966 · Estate Management The complaint is about the landlord’s: Response to the resident’s queries and concerns around heating bills. Response to some related … 20 Jun 2025 Partial Maladministration Peabody Trust (202303680) Case 202303680 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Handling of the repairs to the resident’s property following a leak from a neighbouring … 20 Jun 2025 Partial Maladministration St Albans City and District Council (202417681) Case 202417681 · Local Authority / ALMO or TMO The complaint is about the landlord’s: handling of repairs to windows and external doors. response to the resident’s request for … 19 Jun 2025 No Maladministration Aster Group Limited (202309278) Case 202309278 · Health and Safety (inc. building safety) REPORT COMPLAINT 202309278 Aster Group Limited 19 June 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 19 Jun 2025 Maladministration Birmingham City Council (202320197) Case 202320197 · Managing Relations The complaint is about the landlord’s handling of the resident’s reported concerns regarding damage to the roof and chimney, a … 19 Jun 2025 Maladministration Citizen Housing Group Limited (202431038) Case 202431038 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s reports of: Leaks into her property from an upstairs neighbour, … 19 Jun 2025 Partial Maladministration Clarion Housing Association Limited (202234940) Case 202234940 · Financial The complaint is about the resident’s concerns about the landlord’s: Communication about service charge payments. Live chat facility. Complaint handling. 19 Jun 2025 Partial Maladministration Clarion Housing Association Limited (202436394) Case 202436394 · Health and Safety (inc. building safety) This complaint is about the landlord’s handling of: The resident’s reports of leaks, damp, and mould in the property. The … 19 Jun 2025 Maladministration Gateshead Metropolitan Borough Council (202202659) Case 202202659 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of damp and mould. We have also considered the … 19 Jun 2025 Outside Jurisdiction Golding Homes Limited (202320018) Case 202320018 · Information and data management The complaint is about the landlord’s handling of the resident’s personal data. 19 Jun 2025 Reasonable Redress Haringey London Borough Council (202327825) Case 202327825 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of a repair to a communal soil pipe serving the resident’s property. 19 Jun 2025 Partial Maladministration Hightown Housing Association Limited (202228597) Case 202228597 · Estate Management The complaint is about the landlord’s handling of the resident’s concerns about: Grounds and estate maintenance. The caretaker’s performance. 19 Jun 2025 Maladministration Livv Housing Group (202328127) Case 202328127 · Old Complaints Handling categories The complaint is about the landlord’s: Decision to issue a formal warning to the resident for alleged antisocial behaviour. Complaint … 19 Jun 2025 Maladministration London Borough of Islington (202326274) Case 202326274 · Local Authority / ALMO or TMO The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s management of the … 19 Jun 2025 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202431395) Case 202431395 · Managing Relations The complaint is about: The landlord’s handling of repairs required to resolve a water leak. The landlord’s complaint handling. 19 Jun 2025 Maladministration Norwich City Council (202325705) Case 202325705 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of: The repairs to the kitchen waste pipe. The associated complaint. 19 Jun 2025 Partial Maladministration One Housing Group Limited (202318008) Case 202318008 · Managing Relations The complaint is about the landlord’s handling of: The resident’s report of a leak from the flat above into her … 19 Jun 2025 Maladministration Red Kite Community Housing Limited (202317013) Case 202317013 · Responsive repairs/activity The complaint is about the landlord’s handling of heating repairs and the resident’s request for compensation. 19 Jun 2025 Maladministration Southern Housing (202216116) Case 202216116 · Estate Management The complaint is about the landlord’s: Handling of the resident’s query about the communal garden. Complaint handling. 19 Jun 2025 Reasonable Redress Sparrow Shared Ownership Limited (202304514) Case 202304514 · For profit The complaint is about the landlord’s handling of: The resident’s reports of defects. The associated complaint. 19 Jun 2025 Partial Maladministration St Albans City and District Council (202420328) Case 202420328 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the residents reports about the condition of the property, including boiler problems, … 19 Jun 2025 Partial Maladministration The Guinness Partnership Limited (202319901) Case 202319901 · Responsive repairs/activity The complaint is about the landlord’s handling of: Repairs to the property. The resident’s reports of damp and mould. An … 18 Jun 2025 Partial Maladministration A2Dominion Housing Group Limited (202319207) Case 202319207 · Managing Relations The complaint is about: The landlord’s handling of the resident’s request to sell their interest in the property. The landlord’s … 18 Jun 2025 Partial Maladministration Clarion Housing Association Limited (202306683) Case 202306683 · Financial The complaint is about the landlord’s handling of: The resident’s request for information on how the service charge is calculated. … 18 Jun 2025 Partial Maladministration Clarion Housing Association Limited (202421853) Case 202421853 · Managing Relations The complaint is about the landlord’s response to reports of heat loss in the property. The Ombudsman has also considered … 18 Jun 2025 Outside Jurisdiction Clarion Housing Association Limited (202428334) Case 202428334 · Occupancy Rights The complaint is about the landlord’s decision to give tenancy succession to the complainant’s brother, and its handling of concerns … 18 Jun 2025 Partial Maladministration Gentoo Group Limited (202422461) Case 202422461 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: the resident’s reports of damp and mould in the property. the resident’s … 18 Jun 2025 Outside Jurisdiction Haringey London Borough Council (202331177) Case 202331177 · Local Authority / ALMO or TMO The complaint is about the landlord’s response to the resident’s request to be refunded for costs arising from not being … 18 Jun 2025 Maladministration Hyde Housing Association Limited (202327778) Case 202327778 · Responsive repairs/activity The complaint is about the landlord’s handling of a leak in the property and associated repairs. 18 Jun 2025 Partial Maladministration Karbon Homes Limited (202315542) Case 202315542 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Concerns regarding staff conduct. Reports of antisocial behaviour (ASB). Reports … 18 Jun 2025 Maladministration London Borough of Islington (202331959) Case 202331959 · Local Authority / ALMO or TMO This complaint is about the landlord’s handling of the resident’s reports of noise nuisance. 18 Jun 2025 Maladministration London Borough of Redbridge (202218043) Case 202218043 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the void period prior to the resident moving in to the property. … 18 Jun 2025 Maladministration London & Quadrant Housing Trust (202307372) Case 202307372 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of damp walls. Concerns about the condition of the … 18 Jun 2025 Maladministration London & Quadrant Housing Trust (202325530) Case 202325530 · Managing Relations The complaint is about: The landlord’s handling of window repairs and replacement. The landlord’s handling of the associated complaint. 18 Jun 2025 No Maladministration Midland Heart Limited (202319576) Case 202319576 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). 18 Jun 2025 Partial Maladministration Moat Homes Limited (202316242) Case 202316242 · Estate Management The complaint is about the landlord’s handling of the resident’s: Reports about the standard of communal services, namely: Grounds maintenance. … 18 Jun 2025 Partial Maladministration Onward Homes Limited (202311791) Case 202311791 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Right to Acquire application (RTA). Communications and Complaint. 18 Jun 2025 Partial Maladministration Paradigm Housing Group Limited (202327452) Case 202327452 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the resident concerning: His reports about communal issues including doors, an electricity … 18 Jun 2025 Maladministration Paragon Asra Housing Limited (202318241) Case 202318241 · Financial The complaint is about the landlord’s response to the resident’s concerns about her service charges. The Ombudsman has also considered … 18 Jun 2025 Outside Jurisdiction Sanctuary Housing Association (202425718) Case 202425718 · Old Property Condition categories The complaint is about the landlord’s response to the resident’s concerns about damp. 18 Jun 2025 Reasonable Redress Thanet District Council (202329279) Case 202329279 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s request to repair or replace her shower. 18 Jun 2025 Maladministration The Riverside Group Limited (202332422) Case 202332422 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould in the property. A missing … 18 Jun 2025 Maladministration West Kent Housing Association (202420972) Case 202420972 · Managing Relations The complaint is about the landlord’s handling of: the resident’s reports of damp and mould. the resident’s reports of rodents … 17 Jun 2025 Partial Maladministration Ability Housing Association (202410761) Case 202410761 · Estate Management The landlord’s response to the resident’s complaint about: It disconnecting his gas supply. His request for compensation for damage it … 17 Jun 2025 Reasonable Redress Crawley Borough Council (202426918) Case 202426918 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s request for permission to store and charge a mobility scooter. 17 Jun 2025 Reasonable Redress First Choice Homes Oldham Limited (202329065) Case 202329065 · Responsive repairs/activity The complaint is about the landlord’s handling of a shower repair.