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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.

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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 3,716 of 16,595 decisions matching "association"

Decisions

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8 Jan 2022 Maladministration Wandle Housing Association Limited (201911000) Case 201911000 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) from his neighbour. The associated … 6 Jan 2022 No Maladministration Hightown Housing Association Limited (202102411) Case 202102411 · Managing Relations The leaseholder complains about the landlord’s response to his concerns about a staff member. 5 Jan 2022 No Maladministration Clarion Housing Association Limited (201915413) Case 201915413 · Financial The complaint is regarding: The landlord’s administration of the resident’s service charge and rent account. The reasonableness and level of … 30 Dec 2021 Maladministration Great Places Housing Association (202010282) Case 202010282 · Managing Relations The complaint is about: The landlord’s handling of repairs to the resident’s storage heaters, immersion heater, and electricity meter. The … 29 Dec 2021 Partial Maladministration Thames Valley Housing Association Limited (202016194) Case 202016194 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of the resident’s reports of no heating or hot water in February 2021. … 23 Dec 2021 No Maladministration Guinness Housing Association Limited (202102517) Case 202102517 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the resident’s complaint about its handling of her property transfer. 23 Dec 2021 No Maladministration Orbit Housing Association Limited (202103457) Case 202103457 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of antisocial behaviour (ASB). 22 Dec 2021 Maladministration Phoenix Community Housing Association (Bellingham and Downham) Limited (202101157) Case 202101157 · Moving/Buying/Selling Home This complaint is about how the landlord handled the resident's request that it dispense with the requirement to repay the … 22 Dec 2021 Maladministration Poplar Housing And Regeneration Community Association Limited (202100940) Case 202100940 · Managing Relations The complaint is about the landlord’s handling of works required at the property, specifically, the resident is dissatisfied with delay … 20 Dec 2021 No Maladministration Clarion Housing Association Limited (202015582) Case 202015582 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s complaint about a leak in her home and her request … 20 Dec 2021 Partial Maladministration Clarion Housing Association Limited (202015995) Case 202015995 · ASB/Abuse/Nuisance The complaint is about: T he landlord‘s response to the resident’s reports of anti-social behaviour (ASB). The landlord’s response to … 20 Dec 2021 Partial Maladministration Sanctuary Housing Association (202014810) Case 202014810 · Financial The complaint is regarding: The landlord’s response to the resident’s reports of repairs needed in her property. The condition of … 20 Dec 2021 Partial Maladministration Thames Valley Housing Association Limited (202101922) Case 202101922 · Managing Relations The complaint is about – The landlord’s response to the resident’s reports of repair works regarding damp and mould to … 17 Dec 2021 Partial Maladministration Clarion Housing Association Limited (201910195) Case 201910195 · Managing Relations The resident complained about the landlord’s handling of: repairs to her roof. repairs to address damp and mould. repairs to … 17 Dec 2021 Partial Maladministration Clarion Housing Association Limited (202002136) Case 202002136 · Financial The resident, via his representative, complains about the landlord’s handling of: Matters relating to an asbestos incident in January 2018. … 17 Dec 2021 Outside Jurisdiction Cottsway Housing Association Limited (202119656) Case 202119656 · Old Property Condition migrated-2025 The complaint is about: The condition of the property when it was let. The landlords handling of the resident’s request … 17 Dec 2021 Maladministration Hexagon Housing Association Limited (202101844) Case 202101844 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of a water leak from the property above. 16 Dec 2021 Maladministration Clarion Housing Association Limited (202107827) Case 202107827 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s decant, return to his property, and request to be reimbursed … 16 Dec 2021 Partial Maladministration Great Places Housing Association (202001773) Case 202001773 · Financial The complaint is about the landlord’s: Handling of a leak. Response to the resident’s concerns about defects to the boiler. … 15 Dec 2021 No Maladministration Clarion Housing Association Limited (202015148) Case 202015148 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance and antisocial behaviour (ASB) from his … 15 Dec 2021 Maladministration Hyde Housing Association Limited (202103219) Case 202103219 · Managing Relations The complaint is about the landlord erroneously changing the locks at the property and its subsequent investigation of the error. … 15 Dec 2021 Partial Maladministration Sovereign Housing Association Limited (202007083) Case 202007083 · Managing Relations The complaint concerns: How the landlord handled repairs to the resident’s property following his reports of damp and mould. How … 14 Dec 2021 Partial Maladministration Sanctuary Housing Association (202102360) Case 202102360 · Estate Management This complaint is about: 13 Dec 2021 Partial Maladministration Clarion Housing Association Limited (202004945) Case 202004945 · Financial The complaint concerns the landlord’s response to the resident’s: reports of an electrical fault. complaint about the conduct of an … 10 Dec 2021 Partial Maladministration Hyde Housing Association Limited (202011120) Case 202011120 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour, caused by her neighbour installing a … 9 Dec 2021 Partial Maladministration Clarion Housing Association Limited (202100601) Case 202100601 · Managing Relations REPORT COMPLAINT 202100601 Clarion Housing Association Limited 7 December 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 9 Dec 2021 Partial Maladministration Wandle Housing Association Limited (202016772) Case 202016772 · Financial The complaint is about: how the landlord responded to the resident’s concerns about a decant. the landlord’s response to a … 8 Dec 2021 Partial Maladministration Derwent Community Housing Association Limited (202010496) Case 202010496 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of unpleasant smells at the property. Complaints handling. 8 Dec 2021 Partial Maladministration Lambeth and Southwark Housing Association Limited (202000920) Case 202000920 · Estate Management The complaint is about the landlord’s: Response to the resident’s concerns regarding the temperature within the property. Response to the … 8 Dec 2021 Partial Maladministration Sanctuary Housing Association (202104457) Case 202104457 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: the resident's reports of antisocial behaviour (ASB) from her neighbour. the resident's … 7 Dec 2021 Reasonable Redress Clarion Housing Association Limited (202014623) Case 202014623 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of damp and mould in his property. The landlord’s … 6 Dec 2021 Partial Maladministration Clarion Housing Association Limited (202016709) Case 202016709 · Financial REPORT COMPLAINT 202016709 Clarion Housing Association Limited 6 December 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 4 Dec 2021 Outside Jurisdiction Clarion Housing Association Limited (202012470) Case 202012470 · Information and data management The complaint is about the resident’s concerns that the landlord disclosed information about them to a neighbour. 3 Dec 2021 Outside Jurisdiction St Peter’s Saltley Housing Association Limited (202012286) Case 202012286 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of the resident’s concerns about the plastering works and his report of damage … 30 Nov 2021 Maladministration Shepherds Bush Housing Association Limited (202004086) Case 202004086 · Old Property Condition migrated-2025 This complaint is about the landlord’s response to various repairs at the property. 29 Nov 2021 Partial Maladministration Habinteg Housing Association Limited (202016889) Case 202016889 · ASB/Abuse/Nuisance NOTE: AMENDED INVESTIGATION REPORT Case Ref: 202016889 Created by Gillian Lowdon on 15/12/2021 10:45:24 Title: NOTE: AMENDED INVESTIGATION REPORT Category: … 29 Nov 2021 No Maladministration Phoenix Community Housing Association (Bellingham and Downham) Limited (202110343) Case 202110343 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s concerns regarding: contractors attending during the COVID-19 pandemic. the level … 28 Nov 2021 Reasonable Redress Clarion Housing Association Limited (202101927) Case 202101927 · Estate Management The complaint is about the: level of grounds maintenance service charges. landlord’s response to the resident’s concerns about the standard … 26 Nov 2021 No Maladministration Derwent Housing Association Limited (202015548) Case 202015548 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: the resident’s reports of mould in the property; the resident’s reports of … 26 Nov 2021 Maladministration Guinness Housing Association Limited (202109934) Case 202109934 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB). 25 Nov 2021 Partial Maladministration Derwent Housing Association Limited (202010657) Case 202010657 · ASB/Abuse/Nuisance This complaint is about how the landlord handled: The resident’s report of fly-tipping outside her property following a mutual exchange. … 25 Nov 2021 Maladministration Wandle Housing Association Limited (201916149) Case 201916149 · Managing Relations The complaint is about: The landlord’s response to the resident’s report of damp and mould in her bathroom, in relation … 24 Nov 2021 Partial Maladministration Habinteg Housing Association Limited (202016907) Case 202016907 · Health and Safety (inc. building safety) The complaint is regarding: The tone of the landlord’s communication. How the landlord sought to arrange an electrical test at … 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 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 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 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 … 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 … 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.