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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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5 Oct 2021 Partial Maladministration Hyde Housing Association Limited (202012406) Case 202012406 · Managing Relations The complaint is about: The level of compensation offered to the resident for repair delays. The landlord’s complaint handling. 5 Oct 2021 Maladministration Hyde Housing Association Limited (202012954) Case 202012954 · Managing Relations The resident complains about the landlord’s handling of cracks and structural issues at the property, and its response to her … 30 Sep 2021 Maladministration Clarion Housing Association Limited (202012576) Case 202012576 · Old Property Condition migrated-2025 REPORT COMPLAINT 202012576 Clarion Housing Association Limited 30 September 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 30 Sep 2021 Reasonable Redress Hyde Housing Association Limited (201910352) Case 201910352 · Old Property Condition migrated-2025 This complaint is about the redress offered by the landlord in respect of its acknowledged delays and failures whilst handling … 30 Sep 2021 Partial Maladministration Hyde Housing Association Limited (202005388) Case 202005388 · Managing Relations The complaint is about: The landlord’s handling of the resident’s bath replacement. The landlord’s complaint handling. 30 Sep 2021 Partial Maladministration Nottingham Community Housing Association Limited (202005518) Case 202005518 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of: An operative attending the resident’s property without authorisation. … 29 Sep 2021 No Maladministration Great Places Housing Association (202003896) Case 202003896 · Managing Relations The complaint is about: The landlord’s response to the resident’s report of an aerial being installed without her knowledge. The … 29 Sep 2021 No Maladministration Hightown Housing Association Limited (201915457) Case 201915457 · Old Property Condition migrated-2025 The resident has complained about the landlord’s handling of requests that it carry out work to remedy various faults found … 29 Sep 2021 Maladministration Shepherds Bush Housing Association Limited (202005721) Case 202005721 · Old Property Condition migrated-2025 REPORT COMPLAINT 202005721 Shepherds Bush Housing Association Limited 29 September 2021 Our approach The Housing Ombudsman’s approach to investigating and … 27 Sep 2021 Reasonable Redress Sanctuary Housing Association (202109211) Case 202109211 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould at the property and associated … 24 Sep 2021 Outside Jurisdiction Clarion Housing Association Limited (202102434) Case 202102434 · Financial The complaint is about the landlord’s response to the resident’s request that it refund an advanced rent payment. 23 Sep 2021 Partial Maladministration Hyde Housing Association Limited (202013293) Case 202013293 · Managing Relations The complaint refers to the landlord’s handling of: the repairs needed to the resident’s back door. the resident’s concerns about … 23 Sep 2021 Outside Jurisdiction Hyde Housing Association Limited (202103486) Case 202103486 · Estate Management The complaint is about the landlord's handling of the residents’ request to change parking bays by varying their lease. 22 Sep 2021 Partial Maladministration Orbit Housing Association Limited (202100415) Case 202100415 · Health and Safety (inc. building safety) The complaint refers to the landlord’s handling of the resident’s: concerns regarding the smoke detector system in his property. concerns … 21 Sep 2021 Partial Maladministration Clarion Housing Association Limited (202007157) Case 202007157 · Managing Relations The complaint is about the landlord’s response to the resident’s report of a leak. The complaint is about the complaint … 21 Sep 2021 Maladministration Clarion Housing Association Limited (202008559) Case 202008559 · Financial The complaint concerns the landlord’s administration of the service charge account, specifically in respect of charges for communal works which … 16 Sep 2021 Partial Maladministration Arcon Housing Association Limited (202001719) Case 202001719 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s concerns … 16 Sep 2021 Partial Maladministration Thames Valley Housing Association Limited (202013361) Case 202013361 · Managing Relations The complaint is about the landlord’s: Handling of the residents’ reports of a leak at the property. Complaint handling. 15 Sep 2021 Maladministration Hyde Housing Association Limited (202007775) Case 202007775 · Managing Relations The complaint is about the landlord's: Decision to restrict the resident's communication to a single point of contact (SPOC). Response … 15 Sep 2021 Maladministration Pine Court Housing Association Limited (202016974) Case 202016974 · Managing Relations The complaint concerns the landlord’s handling of the resident’s complaint about her housing transfer, antisocial behaviour, and customer service. 13 Sep 2021 No Maladministration Wandle Housing Association Limited (202004305) Case 202004305 · Financial The complaint is about the landlord’s: Response to the resident’s concerns regarding the administration of service charges. Response to the … 10 Sep 2021 Partial Maladministration Clarion Housing Association Limited (202001457) Case 202001457 · Financial The complaint is about: The level and reasonableness of the service charge. The landlord’s response to the resident’s enquiries about … 9 Sep 2021 Mediation Clarion Housing Association Limited (202101071) Case 202101071 · Old Property Condition migrated-2025 The complaint is about the landlord’s decision not to repair or replace a front fence at the resident’s property. 9 Sep 2021 No Maladministration Orbit Housing Association Limited (202101334) Case 202101334 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of noise nuisance and her request for a management … 8 Sep 2021 Maladministration Sanctuary Housing Association (202007219) Case 202007219 · Old Property Condition migrated-2025 The resident has complained about: The landlord’s handling of repairs to the roof, including the associated damp and mould problems. … 7 Sep 2021 Reasonable Redress Clarion Housing Association Limited (202104088) Case 202104088 · ASB/Abuse/Nuisance REPORT COMPLAINT 202104088 Clarion Housing Association Limited 5 September 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining … 3 Sep 2021 Reasonable Redress Clarion Housing Association Limited (202010222) Case 202010222 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports concerning damp and mould at the property. complaints handling. 3 Sep 2021 No Maladministration Sanctuary Housing Association (202015054) Case 202015054 · Estate Management REPORT COMPLAINT 202015054 Sanctuary Housing Association 3 September 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 2 Sep 2021 No Maladministration Clarion Housing Association Limited (202016831) Case 202016831 · Managing Relations The complaint is about: The landlord’s response to the resident’s request for it to replaster her property. The landlord’s handling … 2 Sep 2021 Mediation Habinteg Housing Association Limited (202002420) Case 202002420 · Old Property Condition migrated-2025 The complaint is about the level of compensation the resident was offered following delays installing a toilet at the property. 31 Aug 2021 No Maladministration Clarion Housing Association Limited (202004806) Case 202004806 · Managing Relations The complaint is about the landlord’s response to the resident’s reports about: handling of a boiler installation, moving a carbon … 31 Aug 2021 Outside Jurisdiction Irwell Valley Housing Association Limited (202004776) Case 202004776 · Managing Relations This complaint is about the landlord’s response to the resident’s allegation that a member of its staff assaulted him on … 31 Aug 2021 Partial Maladministration Nottingham Community Housing Association Limited (201905934) Case 201905934 · Estate Management The resident has complained about: The landlord’s response to their reports about noise from doors in the building. The landlord’ … 31 Aug 2021 Partial Maladministration Sanctuary Housing Association (202010332) Case 202010332 · ASB/Abuse/Nuisance This complaint is about the landlord’s response to: The resident’s reports of repairs to his rear living room window. The … 31 Aug 2021 Partial Maladministration Sanctuary Housing Association (202015725) Case 202015725 · Financial The complaint is about the landlord’s response to the resident’s reports about: 27 Aug 2021 Outside Jurisdiction Bournemouth Churches Housing Association Limited (202002952) Case 202002952 · Information and data management The complaint concerns the landlord’s response to the resident’s claim of a breach of data protection. 27 Aug 2021 Reasonable Redress Sanctuary Housing Association (201914140) Case 201914140 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: Repairs to the resident’s front door. Repairs to the resident’s washing machine. … 26 Aug 2021 Reasonable Redress Sanctuary Housing Association (202015763) Case 202015763 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of repairs to adaptations at the resident’s property. 25 Aug 2021 Outside Jurisdiction Estuary Housing Association Limited (202107783) Case 202107783 · Financial The complaint is about the landlord’s response to the resident’s request for compensation for an injury. 25 Aug 2021 No Maladministration Sovereign Housing Association Limited (202007515) Case 202007515 · Information and data management The complaint is about the landlord’s: Handling of the resident’s request for the data it held about him. Response to … 24 Aug 2021 Mediation Clarion Housing Association Limited (202100303) Case 202100303 · Old Property Condition migrated-2025 The landlord’s response to the resident’s reports of reoccurring roof leak. 24 Aug 2021 Mediation Sanctuary Housing Association (202104708) Case 202104708 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of repairs to the resident’s kitchen and bathroom. The level of compensation offered … 23 Aug 2021 Partial Maladministration Clarion Housing Association Limited (202102565) Case 202102565 · Managing Relations The complaint is about the landlord’s: handling of the resident’s request for repairs to his bedroom radiator. associated complaint handling. 23 Aug 2021 Reasonable Redress Cottsway Housing Association Limited (202002051) Case 202002051 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of the resident’s reports of mould growth in his property. 23 Aug 2021 Maladministration Hyde Housing Association Limited (202100704) Case 202100704 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s concerns over the heating system in his property. 20 Aug 2021 Partial Maladministration Hyde Housing Association Limited (202009776) Case 202009776 · Financial The complaint is about: The landlord’s handling of cladding remediation works including how long the works have taken to complete, … 19 Aug 2021 Partial Maladministration Guinness Housing Association Limited (202103874) Case 202103874 · Managing Relations REPORT COMPLAINT 202103874 Guinness Housing Association Limited 19 August 2021 Our approach The Housing Ombudsman’s approach to investigating and determining … 19 Aug 2021 No Maladministration Sanctuary Housing Association (202005281) Case 202005281 · Estate Management The complaint concerns how the landlord handled the resident’s: 19 Aug 2021 Maladministration Sovereign Housing Association Limited (202010817) Case 202010817 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of an erection of a gate and her reports … 18 Aug 2021 Maladministration Christian Action (Enfield) Housing Association Limited (202103069) Case 202103069 · Estate Management The complaint refers to: The landlord’s handling of repairs needed to the guttering outside the resident’s property and internal works …