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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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31 Jan 2024 Partial Maladministration Sovereign Network Homes (202222699) Case 202222699 · Health and Safety (inc. building safety) The resident’s complaint is about the landlord’s: request to carry out an asbestos survey; access to the resident’s property; termination … 31 Jan 2024 Maladministration Stonewater Limited (202223270) Case 202223270 · Financial The complaint is about the landlord’s handling of the resident’s queries about service charges. The Ombudsman has also investigated the … 31 Jan 2024 No Maladministration The Guinness Partnership Limited (202212729) Case 202212729 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (‘ASB’) and noise from her neighbours. 31 Jan 2024 Partial Maladministration The Riverside Group Limited (202206656) Case 202206656 · Health and Safety (inc. building safety) The resident’s complaint is about: The conduct of a housing officer. The landlord’s response to reports of asbestos at the … 31 Jan 2024 Maladministration Town and Country Housing (202216902) Case 202216902 · ASB/Abuse/Nuisance The complaint is about the landlords response to the residents reports of anti social behaviour (ASB). This service has also … 31 Jan 2024 Maladministration Vivid Housing Limited (202214928) Case 202214928 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Reports of air tightness concerns, damp and mould and associated … 31 Jan 2024 Partial Maladministration Vivid Housing Limited (202215308) Case 202215308 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s concerns about: Antisocial behaviour (ASB) in her building. The maintenance … 31 Jan 2024 Partial Maladministration Westminster City Council (202218960) Case 202218960 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports about a pest infestation. antisocial behaviour (ASB). the resident’s … 31 Jan 2024 Wigan Metropolitan Borough Council (202207109) Case 202207109 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports about antisocial behaviour (ASB) from a neighbour. Handling of … 31 Jan 2024 Partial Maladministration Your Housing Group Limited (202214825) Case 202214825 · ASB/Abuse/Nuisance This complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB); Response to the resident’s various … 30 Jan 2024 Partial Maladministration A2Dominion Housing Group Limited (202207859) Case 202207859 · Managing Relations The complaint concerns: The landlord’s handling of the resident’s reporting of damp and mould. The landlord’s decision not to decant … 30 Jan 2024 Maladministration Aspire Housing Limited (202206457) Case 202206457 · Managing Relations The complaint is about: The landlords handling of repairs to the residents outbuilding. The Ombudsman has decided to investigate the … 30 Jan 2024 Partial Maladministration Aster Group Limited (202216313) Case 202216313 · Estate Management The complaint is about the landlord’s: Response to the resident’s concerns about the conduct of two staff members. Handling of … 30 Jan 2024 Maladministration Birmingham City Council (202216687) Case 202216687 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of outstanding repairs to her flooring. The Ombudsman has … 30 Jan 2024 Partial Maladministration Camden Council (202214399) Case 202214399 · Managing Relations The complaint is about the landlord’s: Response to the resident’s concerns about the behaviour of and works outstanding by contractors. … 30 Jan 2024 Maladministration Camden Council (202233157) Case 202233157 · Managing Relations The resident’s complaint is about the landlord’s: Response to the resident’s reports of faults with the heating and hot water … 30 Jan 2024 Maladministration Clarion Housing Association Limited (202202193) Case 202202193 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s: request for a management transfer; reports of repairs to her … 30 Jan 2024 Maladministration Clarion Housing Association Limited (202208746) Case 202208746 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour and noise from her neighbour above. 30 Jan 2024 Partial Maladministration Clarion Housing Association Limited (202216339) Case 202216339 · Managing Relations The complaint is about: The landlord's decision to grant permission for a neighbouring resident to undertake construction work. The landlord’s … 30 Jan 2024 Maladministration GreenSquareAccord Limited (202227249) Case 202227249 · Estate Management The complaint is about the landlord’s response to the resident’s concerns about the window cleaning service. This investigation has also … 30 Jan 2024 Maladministration GreenSquareAccord Limited (202304099) Case 202304099 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s concerns about staff conduct. Decision to request that the resident … 30 Jan 2024 Partial Maladministration GreenSquareAccord Limited (202306233) Case 202306233 · Managing Relations The complaint is about the landlord’s handling of the repairs to the wall plaster. The investigation has also considered the … 30 Jan 2024 Partial Maladministration Hammersmith and Fulham Council (202227306) Case 202227306 · Managing Relations The complaint is about the landlord’s handling of reports of flooding and damage to the resident’s shed. The Ombudsman has … 30 Jan 2024 Maladministration Hyde Housing Association Limited (202226622) Case 202226622 · Information and data management The complaint is about the landlord’s handling of replacement works to doors and windows. The Ombudsman has also considered the … 30 Jan 2024 No Maladministration Irwell Valley Housing Association Limited (202217489) Case 202217489 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour. The resident’s request to be rehoused … 30 Jan 2024 Partial Maladministration Islington Council (202212996) Case 202212996 · Managing Relations REPORT COMPLAINT 202212996 Islington Council 30 January 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 30 Jan 2024 Partial Maladministration Islington Council (202216255) Case 202216255 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Request for a 2-person warning flag to be removed from … 30 Jan 2024 Maladministration Lambeth Council (202109540) Case 202109540 · Financial The complaint is about the landlord’s handling of the resident’s: Reports of repairs. Concern about charges for communal heating. Complaint. 30 Jan 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202202309) Case 202202309 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of multiple outstanding repairs, mostly as a result of … 30 Jan 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202206684) Case 202206684 · Managing Relations The complaint is about: The landlord’s handling of the resident’s request for trunking to be removed from her property and … 30 Jan 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202212405) Case 202212405 · Managing Relations The complaint is about the landlord’s handling of: Reported smells that affected the resident’s property. The replacement of the kitchen … 30 Jan 2024 Maladministration Metropolitan Thames Valley Housing (MTV) (202203908) Case 202203908 · Financial The complaint is about: The landlord’s response to the resident’s request for information about her service charges. The landlord’s handling … 30 Jan 2024 Partial Maladministration Nottingham Community Housing Association Limited (202125527) Case 202125527 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of a leak and repairs to the bathroom extractor … 30 Jan 2024 Partial Maladministration Nottingham Community Housing Association Limited (202210335) Case 202210335 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of issues with his Sky TV signal. The Ombudsman … 30 Jan 2024 Maladministration Notting Hill Genesis (NHG) (202207000) Case 202207000 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: a water pipe repair; a repair to the resident’s bedroom window; the … 30 Jan 2024 Maladministration Peabody Trust (202111453) Case 202111453 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to: The residents report of disturbance from delivery men ringing his doorbell. The … 30 Jan 2024 Partial Maladministration Peabody Trust (202208808) Case 202208808 · Estate Management The complaint is about: The landlord’s response to issues the resident raised regarding the delivery of communal maintenance and housing … 30 Jan 2024 Maladministration Places for People Group Limited (202214582) Case 202214582 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of: Outstanding repairs within the property. Antisocial behaviour (ASB). … 30 Jan 2024 Partial Maladministration Regenda Limited (202210503) Case 202210503 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of a broken boiler including no heating and no … 30 Jan 2024 Partial Maladministration Sandwell Metropolitan Borough Council (202212984) Case 202212984 · Managing Relations The complaint is about t he landlord’s response to resident’s reports about the condition of: The plastering in the property. … 30 Jan 2024 Outside Jurisdiction Stevenage Borough Council (202205985) Case 202205985 · Information and data management The complaint is regarding the landlord’s: Handling of the resident’s Right to Buy application. Response to enquiries regarding planned improvement … 30 Jan 2024 No Maladministration Swindon Borough Council (202213870) Case 202213870 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s reports of concerns about fire safety at the property. 30 Jan 2024 Maladministration The Guinness Partnership Limited (202221769) Case 202221769 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s reports concerning: The lettings process including the viewing and sign-up … 29 Jan 2024 Partial Maladministration Citizen Housing (202207259) Case 202207259 · Estate Management The complaint is about the landlord’s response to: The resident’s reports about cleaning charges. The resident’s reports of fly tipping … 29 Jan 2024 Partial Maladministration Clarion Housing Association Limited (202127420) Case 202127420 · Managing Relations The complaint is about: The landlord’s handling of pest control reports and related works. The landlord’s handling of damp and … 29 Jan 2024 Maladministration Clarion Housing Association Limited (202207661) Case 202207661 · Financial REPORT COMPLAINT 202207661 Clarion Housing Association Limited 24 January 2024 Our approach The Housing Ombudsman’s approach to investigating and determining … 29 Jan 2024 Partial Maladministration Home Group Limited (202208660) Case 202208660 · ASB/Abuse/Nuisance REPORT COMPLAINT 202208660 Home Group Limited 29 January 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 29 Jan 2024 Partial Maladministration Homes Plus Limited (202215123) Case 202215123 · Managing Relations The complaint is about: The condition of the property at the start of the resident’s tenancy, and how the subsequent … 29 Jan 2024 Partial Maladministration Leicester City Council (202217141) Case 202217141 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s report of anti-social behaviour. The landlord’s request for the resident … 29 Jan 2024 Partial Maladministration Mansfield District Council (202220640) Case 202220640 · Financial The complaint is about the: Landlord’s handling of the resident’s rent account. Conduct of the landlord’s staff.