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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 1,960 of 16,595 decisions

Decisions

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29 Sep 2022 No Maladministration Sovereign Network Homes (202015554) Case 202015554 · Health and Safety (inc. building safety) The resident’s complaint is about the landlord’s: communication with him using hard copy correspondence; approach to property management of the … 29 Sep 2022 No Maladministration Vivid Housing Limited (202012617) Case 202012617 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s: Reports about anti-social behaviour (‘ASB’) and dog urine. request for … 28 Sep 2022 Maladministration Basildon Borough Council (202203138) Case 202203138 · Managing Relations The complaint is about: The landlord’s response to the resident’s request to repair or replace the guttering at the property. … 28 Sep 2022 No Maladministration Clarion Housing Association Limited (202016189) Case 202016189 · ASB/Abuse/Nuisance This complaint is about the landlord’s response: to the resident’s report of anti- social behaviour (ASB) from her neighbours. to … 28 Sep 2022 Maladministration Crawley Borough Council (202200784) Case 202200784 · Managing Relations The complaint is about the landlord’s handling of: Repairs needed to the extractor fan and ceiling in the resident’s bathroom. … 28 Sep 2022 Maladministration Hyde Housing Association Limited (202012374) Case 202012374 · Managing Relations The resident complains about the landlord’s handling of a request for compensation in relation to claims for damage caused by … 28 Sep 2022 Partial Maladministration Lambeth Council (201907909) Case 201907909 · Financial The complaint is about the landlord’s handling of: Damp in the resident’s property and the length of time taken to … 28 Sep 2022 Reasonable Redress Sanctuary Housing Association (202127336) Case 202127336 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of repair issues with the bathroom. 27 Sep 2022 No Maladministration Community Gateway Association Limited (202127389) Case 202127389 · Estate Management The complaint is about the landlord’s response to the resident’s request to install a boundary fence around her garden. 27 Sep 2022 Outside Jurisdiction Kingston upon Thames Council (202116748) Case 202116748 · Managing Relations The complaint is about the Council’s handling of the resident’s reports concerning staff members who she considers did not treat … 27 Sep 2022 No Maladministration Lewisham Council (202011375) Case 202011375 · Managing Relations The complaint is about: The landlord’s handling of the replacement of the resident’s windows and the amount of compensation offered … 27 Sep 2022 Reasonable Redress The Guinness Partnership Limited (202200956) Case 202200956 · Moving/Buying/Selling Home The complaint is about the landlord’s communication in relation to the resident’s application to sell the property. 27 Sep 2022 Maladministration Walsall Housing Group Limited (202127405) Case 202127405 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of boiler repair issues. 27 Sep 2022 No Maladministration Yorkshire Housing Limited (202200611) Case 202200611 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour. The resident’s reports of repairs in … 26 Sep 2022 No Maladministration Citizen Housing (202112942) Case 202112942 · Old Property Condition migrated-2025 The complaint is about: The landlord’s finding that the back boiler and gas fire were unsafe following the annual gas … 26 Sep 2022 Partial Maladministration Lambeth Council (202005612) Case 202005612 · Old Property Condition migrated-2025 REPORT COMPLAINT 202005612 Lambeth Council 2 February 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 26 Sep 2022 Maladministration Metropolitan Thames Valley Housing (202109537) Case 202109537 · Estate Management The complaint is about the landlord’s: Response to the resident’s reports that the communal area of her property was in … 26 Sep 2022 No Maladministration Midland Heart Limited (202113043) Case 202113043 · Managing Relations The complaint is about the landlord’s: response to the resident’s request to be rehoused; complaints handling. 26 Sep 2022 Maladministration Optivo (202202109) Case 202202109 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of a defective underfloor heating system within the property. … 26 Sep 2022 Partial Maladministration Places for People Homes Limited (202012396) Case 202012396 · Managing Relations The complaint is about: The level of compensation offered by the landlord in response to the concerns raised about the … 26 Sep 2022 Maladministration Tower Hamlets Homes (202127767) Case 202127767 · Estate Management The complaint concerns how the landlord handled the loss of the cold water supply and heating to the resident’s property … 26 Sep 2022 Maladministration Tower Hamlets Homes (202204027) Case 202204027 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports about a leak affecting the property. 26 Sep 2022 Maladministration Walsall Housing Group Limited (202125063) Case 202125063 · Old Property Condition migrated-2025 REPORT COMPLAINT 202125063 Walsall Housing Group Limited 26 September 2022 Our approach The Housing Ombudsman’s approach to investigating and determining … 26 Sep 2022 Reasonable Redress Waltham Forest Council (202101260) Case 202101260 · Old Property Condition migrated-2025 The complaint concerns the landlord’s handling of repairs and the resident’s request for replacement windows. 24 Sep 2022 Maladministration Onward Homes Limited (202120809) Case 202120809 · Managing Relations The complaint is about the landlord’s handling of: The resident’s Right to Buy (RTB) application. The associated complaint. 23 Sep 2022 No Maladministration Castles & Coasts Housing Association Limited (202116974) Case 202116974 · Estate Management The complaint is about the landlord’s: response to a request to install a driveway to the front of the resident’s … 23 Sep 2022 Partial Maladministration Clarion Housing Association Limited (202102330) Case 202102330 · Financial REPORT COMPLAINT 202102330 Clarion Housing Association Limited 2 February 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 23 Sep 2022 Partial Maladministration Flagship Housing Group Limited (202001300) Case 202001300 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of: The smell of petrol fumes from his neighbour’s … 23 Sep 2022 Partial Maladministration London & Quadrant Housing Trust (202104577) Case 202104577 · Managing Relations This complaint is about the landlord’s: Response to the resident’s reports of back surging sewage in the property; Complaint handling. 23 Sep 2022 Partial Maladministration Midland Heart Limited (202200019) Case 202200019 · Managing Relations The complaint is about the landlord’s: handling of the resident’s reports of repairs to her porch roof, leaks inside her … 23 Sep 2022 No Maladministration Optivo (now Southern Housing) (202112494) Case 202112494 · Managing Relations The complaint is about the landlord’s handling of: A request for repairs to the resident’s windows. The resident’s request for … 23 Sep 2022 No Maladministration Plus Dane Housing Limited (202126563) Case 202126563 · Estate Management The complaint is about the landlord’s handling of the resident’s reports of: A pest infestation in her property. Boiler repairs. 23 Sep 2022 Maladministration Poplar Housing And Regeneration Community Association Limited (202016666) Case 202016666 · Estate Management The complaint is about the landlord’s: Handling of the resident’s request for CCTV footage, following damage to his vehicle, and … 23 Sep 2022 Maladministration Sovereign Housing Association Limited (202003454) Case 202003454 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; the related complaint. 23 Sep 2022 No Maladministration Westward Housing Group Limited (202117310) Case 202117310 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of damage to a garden wall. 22 Sep 2022 Maladministration A2Dominion Housing Group Limited (202013653) Case 202013653 · Old Complaints Handling categories The complaint is about: The landlord’s response to the resident’s request about a driveway adaptation. The handling of the complaint … 22 Sep 2022 Maladministration Lambeth Council (202012031) Case 202012031 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s report of anti-social behaviour. 22 Sep 2022 Reasonable Redress Metropolitan Thames Valley Housing (202107518) Case 202107518 · Financial The complaint is about: The landlord's decision to change how heating and hot water was supplied to the resident's property … 22 Sep 2022 Maladministration Metropolitan Thames Valley Housing (202112107) Case 202112107 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s reports of repairs required to the exterior cladding on the … 22 Sep 2022 Maladministration Sanctuary Affordable Housing Limited (202126574) Case 202126574 · Estate Management The complaint is about the landlord’s handling of repairs to the communal fire panel. 21 Sep 2022 Maladministration Southwark Council (202111047) Case 202111047 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports concerning damp and mould. The related complaint. 20 Sep 2022 Maladministration Basildon Borough Council (202125438) Case 202125438 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the resident’s flooring following a flood. The associated complaint. 20 Sep 2022 Partial Maladministration Clarion Housing Association Limited (201915325) Case 201915325 · Old Property Condition migrated-2025 This complaint is about the landlord’s handling of: The replacement of tiles in the resident’s kitchen. Works to the resident’s … 20 Sep 2022 Maladministration Clarion Housing Association Limited (202111638) Case 202111638 · Old Property Condition migrated-2025 This complaint is about the landlord’s response to the resident’s request to install motorised blinds to the outside of the … 20 Sep 2022 Partial Maladministration Gentoo Group Limited (202200176) Case 202200176 · Financial The complaint is about the landlord’s handling of: Report of repair issues to the roof. Report of repair issues to … 20 Sep 2022 Partial Maladministration Longhurst Group Limited (202202236) Case 202202236 · Managing Relations The complaint is about: The landlord’s response to the resident’s request to be reimbursed for increased water bills following a … 20 Sep 2022 Maladministration Metropolitan Thames Valley Housing (202001603) Case 202001603 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the issues with rubbish disposal on the estate. 20 Sep 2022 Reasonable Redress One Manchester Limited (202125957) Case 202125957 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports about its paving slab repairs to the front and … 20 Sep 2022 Maladministration The Guinness Partnership Limited (202110442) Case 202110442 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of repairs. The associated complaint. 20 Sep 2022 No Maladministration Vivid Housing Limited (202127008) Case 202127008 · Occupancy Rights The complaint is about the landlord’s response to the resident’s request to succeed to his late parents’ tenancy.