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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

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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 5,432 of 16,595 decisions

Decisions

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25 Mar 2025 Reasonable Redress Sparrow Shared Ownership Limited (202309277) Case 202309277 · Estate Management The complaint is about the landlord’s handling of: Defects the resident reported at his property. The resident’s parking allocation. The … 25 Mar 2025 No Maladministration The Abbeyfield Society (202332725) Case 202332725 · Abbeyfield The complaint is about the landlord’s handling of the resident’s request for reimbursement of costs relating to relocation, due to … 24 Mar 2025 No Maladministration Babergh District Council (202314102) Case 202314102 · Local Authority / ALMO or TMO The complaint is about the landlord’s decision not to allow the applicant to succeed his late mother’s tenancy. 24 Mar 2025 Reasonable Redress Clarion Housing Association Limited (202231388) Case 202231388 · Old Complaints Handling categories The complaint is about the landlord’s handling of repairs to the resident’s toilet. The Ombudsman has also considered the landlord’s … 24 Mar 2025 Partial Maladministration Clarion Housing Association Limited (202333661) Case 202333661 · Old Complaints Handling categories This complaint is about the landlord’s handling of: The resident’s reports of a roof leak and the time taken for … 24 Mar 2025 Partial Maladministration ForHousing Limited (202234305) Case 202234305 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs to the resident’s bathroom and kitchen. Lack of hot water and … 24 Mar 2025 Maladministration GreenSquareAccord Limited (202222206) Case 202222206 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s request to: Repair the heating system. Replace the smoke detector. … 24 Mar 2025 Reasonable Redress Irwell Valley Housing Association Limited (202322513) Case 202322513 · Estate Management The complaint is about the landlord’s handling of the resident’s request for the installation of an electric charging port. 24 Mar 2025 Maladministration Kirklees Council (202336416) Case 202336416 · Old Complaints Handling categories The complaint is about the landlord’s: response to reports of a leak from the resident’s bath and bathroom sink, and … 24 Mar 2025 Partial Maladministration London Borough of Tower Hamlets (202302241) Case 202302241 · Old Complaints Handling categories This complaint is about the landlord’s handling of: the resident’s reports of pests in the property; the associated complaint. 24 Mar 2025 Maladministration Nottingham Community Housing Association Limited (202305487) Case 202305487 · Old Complaints Handling categories The complaint is about the landlord’s handling of repairs. We have also investigated the landlord’s complaint handling. 24 Mar 2025 Maladministration One Housing Group Limited (202312233) Case 202312233 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s report of a leak and subsequent damage to her boiler. 24 Mar 2025 Partial Maladministration Peabody Trust (202318378) Case 202318378 · Estate Management The complaint is about the landlord’s handling of the resident’s: Reports that other residents were using the communal washing line … 24 Mar 2025 Mediation Saffron Housing Trust Limited (202319181) Case 202319181 · Estate Management The complaint is about the landlord’s handling of fence repairs at the resident’s property. 24 Mar 2025 Partial Maladministration Sanctuary Housing Association (202330672) Case 202330672 · Old Complaints Handling categories The complaint is about the landlord’s: handling of the resident’s reports of damp and mould. complaint handling. 24 Mar 2025 Reasonable Redress Stonewater Limited (202336531) Case 202336531 · Old Property Condition categories This complaint is about the landlord’s handling of reports of water ingress at the property. 24 Mar 2025 Partial Maladministration The Guinness Partnership Limited (202334737) Case 202334737 · Old Complaints Handling categories This complaint is about: The landlord’s decision not to upgrade the back door of the property. The landlord’s handling of … 24 Mar 2025 Maladministration Walsall Housing Group Limited (202233755) Case 202233755 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs to the resident’s roof. The associated complaint including the offer of … 21 Mar 2025 Partial Maladministration A2Dominion Housing Group Limited (202319987) Case 202319987 · Estate Management The complaint is about the landlord's handling of the resident's: Concerns about the increase in his service charge. Concerns about … 21 Mar 2025 Reasonable Redress A2Dominion Housing Group Limited (202334443) Case 202334443 · Old Estate Management categories The landlord’s handling of the resident’s request for it to install a lift in her building. 21 Mar 2025 Maladministration Accent Housing Limited (202309091) Case 202309091 · Old Property Condition categories The complaint is about the condition of the resident’s property at the start of her tenancy. 21 Mar 2025 Maladministration Aster Group Limited (202319962) Case 202319962 · Old Property Condition categories The complaint is about the landlord’s response to the resident’s reports of a leak. 21 Mar 2025 Partial Maladministration City of Westminster Council (202418222) Case 202418222 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould due to ventilation issues. Request … 21 Mar 2025 Maladministration Clarion Housing Association Limited (202322286) Case 202322286 · Old Moving to a Property categories The complaint is about the landlord’s handling of the resident’s request for a management transfer. 21 Mar 2025 Partial Maladministration Clarion Housing Association Limited (202323615) Case 202323615 · Old Complaints Handling categories The complaint is about the landlord’s handling of: A compensation payment offered in a previous complaint. The associated complaint. 21 Mar 2025 Maladministration Hyde Housing Association Limited (202322677) Case 202322677 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs to: Pipework. Electrics. Reports of damp and mould. The Ombudsman has … 21 Mar 2025 No Maladministration London Borough of Harrow (202324259) Case 202324259 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the removal of asbestos floor tiles from the resident’s flat. 21 Mar 2025 Maladministration London Borough of Islington (202308155) Case 202308155 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of: The resident’s reports of having no heating or hot water. The associated … 21 Mar 2025 Maladministration London Borough of Islington (202322270) Case 202322270 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s request for a copy of the original terms and conditions … 21 Mar 2025 Maladministration London Borough of Lambeth (202418701) Case 202418701 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports about repairs to the roof. We have also considered … 21 Mar 2025 Partial Maladministration London & Quadrant Housing Trust (202332944) Case 202332944 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling is … 21 Mar 2025 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202225258) Case 202225258 · Information and data management The complaint is about the landlord’s handling of: Personal data. The resident’s reports of ASB. The associated complaint. 21 Mar 2025 Maladministration London & Quadrant Housing Trust (L&Q) (202323184) Case 202323184 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident's: Concerns about her housing situation and request to be rehoused. … 21 Mar 2025 Partial Maladministration Magna Housing Limited (202403995) Case 202403995 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the resident’s: Reports that she was coerced into signing a letter to … 21 Mar 2025 Maladministration Mount Green Housing Association Limited (202332707) Case 202332707 · Old Complaints Handling categories The complaint is about the landlord's handling of the resident’s reports about repair issues. The Ombudsman has also considered the … 21 Mar 2025 Partial Maladministration Notting Hill Genesis (NHG) (202309915) Case 202309915 · Financial The complaint is about the landlord’s handling of the resident’s: Rent and service charge account. Reports that repairs were needed … 21 Mar 2025 No Maladministration One Housing Group Limited (202323952) Case 202323952 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB). 21 Mar 2025 No Maladministration Onward Homes Limited (202308396) Case 202308396 · Financial The complaint is about the landlord’s: Increase of the resident’s service charge costs. Handling of the resident's request for a … 21 Mar 2025 Reasonable Redress Orbit Group Limited (202318854) Case 202318854 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the resident’s concerns about the safety of the glass panels on the … 21 Mar 2025 Maladministration Paragon Asra Housing Limited (202329580) Case 202329580 · Financial The complaint is about the landlord’s handling of the resident’s: Service charges for the 2023 to 2024 and 2024 to … 21 Mar 2025 Partial Maladministration Peabody Trust (202327027) Case 202327027 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Concerns about cyclical works to the property. Reports of a … 21 Mar 2025 Outside Jurisdiction Poplar Housing And Regeneration Community Association Limited (202220069) Case 202220069 · Occupancy Rights The complaint is about the landlord’s handling of: The resident’s eviction. The removal of the resident’s belongings. 21 Mar 2025 Partial Maladministration Regenda Limited (202312917) Case 202312917 · Old Complaints Handling categories The complaint is about the landlord’s handling of: the resident’s reports of outstanding repairs of a toilet leak. the resident’s … 21 Mar 2025 No Maladministration Saxon Weald (202322046) Case 202322046 · Financial The complaint is about the landlord’s handling of the resident’s request to take carpet to her new property. 21 Mar 2025 Partial Maladministration Southern Housing (202209842) Case 202209842 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of a leak from the property above. We have … 21 Mar 2025 Maladministration Southern Housing (202302556) Case 202302556 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Complaint. 21 Mar 2025 Maladministration Southern Housing (202404977) Case 202404977 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s: Reports of water ingress, damp, and mould. Reports that she … 21 Mar 2025 Reasonable Redress Stonewater Limited (202329801) Case 202329801 · Old Property Condition categories REPORT COMPLAINT 202329801 Stonewater Limited 21 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 21 Mar 2025 Maladministration The Guinness Partnership Limited (202417187) Case 202417187 · Old Complaints Handling categories The complaint is about the landlord’s handling of: the resident’s request to repair an electric point for a new cooker. … 21 Mar 2025 Partial Maladministration West Northamptonshire Council (202317144) Case 202317144 · Old Moving to a Property categories The complaint is about the landlord’s response to the resident’s: Reports of a soil pipe backing up, including whether the …