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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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Browse by outcome

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 2,867 of 16,595 decisions

Decisions

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7 Nov 2023 Maladministration GreenSquareAccord Limited (202302675) Case 202302675 · Financial This complaint is about the landlord's handling of the collection of the residents rent in advance and the rent arrears. … 7 Nov 2023 Maladministration Hackney Council (202212255) Case 202212255 · Old Complaints Handling categories The complaint is regarding the landlord’s handling of: Repair issues in the property including a leak, hole in a bedroom … 7 Nov 2023 Maladministration Harlow District Council (202222989) Case 202222989 · Managing Relations The complaint is about: The landlord’s handling of an ongoing roof leak into the resident’s property. The landlord’s handling of … 7 Nov 2023 Maladministration Hyde Housing Association Limited (202210353) Case 202210353 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour by her neighbour. Complaint handling. 7 Nov 2023 Maladministration Lambeth Council (202202383) Case 202202383 · Information and data management The complaint is about the landlord's handling of reports of leaks, damp, mould and water damage in the property. The … 7 Nov 2023 London Borough of Ealing (202206026) Case 202206026 · Managing Relations The complaint is about: The landlord’s handling of repairs following a leak. The landlord’s complaint handling. 7 Nov 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202222149) Case 202222149 · Managing Relations The complaint is about the landlord’s handling of: reports of lack of hot water; the repairs to the external doors … 7 Nov 2023 No Maladministration Moat Homes Limited (202115124) Case 202115124 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident's reports of noise nuisance from his neighbour’s property. 7 Nov 2023 Partial Maladministration Notting Hill Genesis (NHG) (202017019) Case 202017019 · Managing Relations The landlord’s handling of the resident’s request to sell her property, and; Its subsequent complaint handling. 7 Nov 2023 Partial Maladministration Optivo (now Southern Housing) (202219051) Case 202219051 · Managing Relations The complaint is about: The landlord's handling of reports of issues with the boiler. The level of compensation awarded. The … 7 Nov 2023 No Maladministration South Tyneside Council (202119436) Case 202119436 · Managing Relations This complaint is about: The landlord’s management of repairs within the property including cancelled repair requests, damp remedial works, and … 7 Nov 2023 Maladministration Sovereign Housing Association Limited (202220067) Case 202220067 · Managing Relations The complaint is about the landlord’s handling of reports of a roof leak, damp and mould and damaged belongings at … 7 Nov 2023 Maladministration The Guinness Partnership Limited (202225901) Case 202225901 · Managing Relations The complaint is about: The landlord’s handling of repairs related to damp and mould reports. The landlord’s handling of repairs … 6 Nov 2023 No Maladministration London & Quadrant Housing Trust (L&Q) (202300292) Case 202300292 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB). the associated complaint. 6 Nov 2023 Partial Maladministration Milton Keynes City Council (202108160) Case 202108160 · Managing Relations The complaint is about: The landlord’s handling of decorative works following damp and mould. The landlord’s handling of the resident’s … 6 Nov 2023 No Maladministration Tower Hamlets Council (202226420) Case 202226420 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of The resident’s reports of a foul smell in the property. The associated … 6 Nov 2023 Partial Maladministration Your Housing Limited (202207446) Case 202207446 · Estate Management The landlord’s response to the resident’s reports of: Repairs to the communal areas of the site. The associated complaint. 3 Nov 2023 Partial Maladministration Citizen Housing (202104590) Case 202104590 · Estate Management The complaint is about the landlord’s handling of: The resident’s reports about non-residents gaining access to communal areas in the … 3 Nov 2023 No Maladministration Cottsway Housing Association Limited (202209115) Case 202209115 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of noise disturbance and antisocial behaviour (ASB). 3 Nov 2023 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202202578) Case 202202578 · Financial The complaint is about the landlord’s response to a request for a refund of the credit on the rent account. 3 Nov 2023 Maladministration Places for People Group Limited (202128598) Case 202128598 · Financial This complaint is about the landlord’s: Response to the resident’s various service charge concerns; Complaint handling. 3 Nov 2023 Partial Maladministration Sovereign Network Homes (202222058) Case 202222058 · Managing Relations The complaint is about the landlord’s handling of the resident’s request it: repair the heating system; resolve an intermittent humming … 3 Nov 2023 Partial Maladministration Westminster City Council (202125187) Case 202125187 · Financial The complaint is about the landlord’s response to the resident’s: Reports of snagging issues following major structural work to the … 2 Nov 2023 Maladministration Beyond Housing Limited (202209764) Case 202209764 · Managing Relations The complaint is about: The landlord’s response to the resident’s concerns about staff conduct; The landlord’s handling of repairs to … 2 Nov 2023 Maladministration Lambeth Council (202220014) Case 202220014 · Managing Relations The complaint is about the landlord’s response to reports of a broken lift. As part of this investigation, this Service … 2 Nov 2023 Partial Maladministration Onward Homes Limited (202224533) Case 202224533 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the resident’s. Request for information regarding asbestos in her property and the … 1 Nov 2023 Maladministration Haringey London Borough Council (202228697) Case 202228697 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of damaged windows. The Ombudsman has also considered the … 1 Nov 2023 Reasonable Redress Livv Housing Group (202216910) Case 202216910 · Managing Relations REPORT COMPLAINT 202216910 Livv Housing Group 1 November 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 1 Nov 2023 Partial Maladministration London Borough of Harrow (202207870) Case 202207870 · Estate Management The complaint is about: Pigeon proofing works at the property. The landlord’s handling of flooring works, carried out as part … 1 Nov 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202222655) Case 202222655 · Financial The complaint is about: The landlord's handling of a refund to the resident’s rent account. The landlord's response to the … 31 Oct 2023 Maladministration Anchor Hanover Group (202215706) Case 202215706 · Managing Relations The complaint is about: the landlord’s approach to a lease variation. the associated complaint. 31 Oct 2023 Maladministration Aster Group Limited (202108633) Case 202108633 · Managing Relations The complaint concerns the landlord’s handling of defects and snagging issues raised by the resident. This report has also considered: … 31 Oct 2023 Maladministration Birmingham City Council (202218060) Case 202218060 · Managing Relations The complaint is regarding the landlord’s: Handling of the resident’s reports about the condition of the property upon moving in … 31 Oct 2023 Partial Maladministration Camden Council (202222842) Case 202222842 · Managing Relations The complaint is about the landlord’s response to the resident’s various repair requests including: Electric socket for a fridge-freezer. Communal … 31 Oct 2023 Maladministration Central Bedfordshire Council (202217828) Case 202217828 · ASB/Abuse/Nuisance The complaint is about the landlord's handling of: The resident’s reports of anti-social behaviour (‘ASB’); and The subsequent complaint. 31 Oct 2023 Partial Maladministration Clarion Housing Association Limited (202212429) Case 202212429 · Managing Relations The complaint is about the landlord’s: handling of repairs to living room flooring and staircase; decision not to replace the … 31 Oct 2023 Maladministration Clarion Housing Association Limited (202215200) Case 202215200 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the residents concerns regarding the safety of the cladding at her property. … 31 Oct 2023 Partial Maladministration Clarion Housing Association Limited (202226981) Case 202226981 · Health and Safety (inc. building safety) The complaint in about the landlord’s handling of: The resident’s decant. The gas safety checks at her property. The resident’s … 31 Oct 2023 Reasonable Redress Clarion Housing Association Limited (202229270) Case 202229270 · Financial The complaint is regarding the landlord’s; Communication and handling of the resident’s queries regarding service charges. Complaints handling. 31 Oct 2023 Maladministration Estuary Housing Association Limited (202218007) Case 202218007 · Managing Relations The complaint is about the landlord’s: Handling of major works. Complaints handling. 31 Oct 2023 Maladministration Haringey London Borough Council (202123994) Case 202123994 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) and noise. The associated complaint. 31 Oct 2023 Partial Maladministration Islington Council (202126288) Case 202126288 · Managing Relations The complaint is about the landlord’s handling of: The resident’s mutual exchange. Repairs to the external doors. Repairs to the … 31 Oct 2023 Partial Maladministration Islington Council (202222432) Case 202222432 · Managing Relations The complaint is about: The landlord's response to: Repairs to paving slabs. Electrical repairs. Reports of a leak and associated … 31 Oct 2023 Maladministration Lambeth Council (202223064) Case 202223064 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of a leak from a flat above. The landlord’s … 31 Oct 2023 Maladministration LiveWest Homes Limited (202215615) Case 202215615 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of and response to antisocial behaviour caused by the resident’s neighbour between May … 31 Oct 2023 Maladministration London Borough of Redbridge (202208497) Case 202208497 · Managing Relations The landlord’s handling of: Reports of a leak coming from the property above, damp and mould in the property. The … 31 Oct 2023 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202200170) Case 202200170 · Managing Relations This complaint is about the landlord’s: Handling of the resident’s rehousing application. Response to the resident’s complaint. 31 Oct 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202201626) Case 202201626 · Managing Relations The complaint is about the landlord’s handling of: a roof leak and associated damp and mould. reports of loose floorboards. … 31 Oct 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202220260) Case 202220260 · Managing Relations The compliant is about the landlord’s handling of: The resident’s transfer application. The formal complaint. 31 Oct 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202227030) Case 202227030 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of: The resident’s reports of heating and hot water problems in the property. …