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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 2,867 of 16,595 decisions

Decisions

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31 Oct 2023 No Maladministration Midland Heart Limited (202219803) Case 202219803 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from neighbours. The landlord’s response … 31 Oct 2023 Partial Maladministration Midland Heart Limited (202228118) Case 202228118 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB) from her neighbour. Complaint handling. 31 Oct 2023 Maladministration Notting Hill Genesis (NHG) (202124552) Case 202124552 · Managing Relations The complaint is about the landlord’s conduct during visits to the resident’s property. The Ombudsman has also considered the landlord’s … 31 Oct 2023 Partial Maladministration Notting Hill Genesis (NHG) (202125186) Case 202125186 · Estate Management The complaint concerns the following: The landlord’s management of estate services. The charges relating to the provision of services. the … 31 Oct 2023 Partial Maladministration Notting Hill Genesis (NHG) (202224771) Case 202224771 · Financial The complaint is about: The landlord’s handling of the resident’s queries and comments in relation to a service charge consultation. … 31 Oct 2023 No Maladministration Ocean Housing Limited (202220564) Case 202220564 · Estate Management The complaint is about the landlord’s response to the resident’s concerns about parking arrangements. 31 Oct 2023 Partial Maladministration Optivo (now Southern Housing) (202206632) Case 202206632 · Financial The complaint is about the landlord’s handling of: The resident’s request for reimbursement of his service charge. The resident’s reports … 31 Oct 2023 Maladministration Optivo (now Southern Housing) (202216980) Case 202216980 · Estate Management The complaint is about: How the landlord handled repairs to the communal entry door to the building. How the landlord … 31 Oct 2023 Partial Maladministration Optivo (now Southern Housing) (202221560) Case 202221560 · Estate Management The complaint is about the landlord’s: Handling of works in communal areas. Sharing of the resident’s personal data with its … 31 Oct 2023 Maladministration Orbit Group Limited (202016924) Case 202016924 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of defects and repairs. Complaints handling. 31 Oct 2023 Maladministration Paragon Asra Housing Limited (202014965) Case 202014965 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the residents reports of ASB (anti social behaviour). The landlord’s handling of … 31 Oct 2023 Maladministration Peabody Trust (202121899) Case 202121899 · Information and data management The complaint is about: The landlord’s handling of reports of outstanding repairs and its communication. The landlord’s complaint handling has … 31 Oct 2023 Partial Maladministration Richmond Housing Partnership Limited (202126432) Case 202126432 · Estate Management The complaint is about the landlord’s response to the resident’s concerns about: The lack of a designated parking space. The … 31 Oct 2023 Maladministration Sage Housing Limited (SHL) (202116347) Case 202116347 · Managing Relations The complaint was about: The landlord’s handling of the resident’s request for documents relating to Japanese knotweed (“knotweed”) during the … 31 Oct 2023 Partial Maladministration Sanctuary Housing Association (202123697) Case 202123697 · Old Complaints Handling categories This complaint is about the landlord’s: Handling of the resident’s reports of inadequate hot water to the shower. Handling of … 31 Oct 2023 No Maladministration Sanctuary Housing Association (202219328) Case 202219328 · Financial The complaint is about: The landlord’s handling of damp and mould. The landlord’s decision not to award compensation for damaged … 31 Oct 2023 Maladministration Sanctuary Housing Association (202224898) Case 202224898 · Managing Relations The complaint is about the landlord's handling of: repairs to the resident’s leaking roof; the associated complaint. 31 Oct 2023 Severe Maladministration Southern Housing Group Limited (202214697) Case 202214697 · Managing Relations The complaint is about: The landlord’s handling of leaks at the property, including the subsequent repairs. The landlord’s complaint handling. 31 Oct 2023 Maladministration Sovereign Housing Association Limited (202221259) Case 202221259 · Managing Relations The complaint is about the landlord’s: Handling of repairs to the roof of the resident’s property. Response to the resident’s … 31 Oct 2023 Severe Maladministration Stoke-on-Trent City Council (202303410) Case 202303410 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s report of damp and mould. 31 Oct 2023 Partial Maladministration The Guinness Partnership Limited (202127772) Case 202127772 · Estate Management The complaint is about: The landlord's handling of the resident's service charge account and request for service charge breakdowns. The … 31 Oct 2023 Maladministration The Guinness Partnership Limited (202220012) Case 202220012 · Managing Relations The complaint is about the landlord’s handling of plastering repairs. The Ombudsman has also considered the landlord’s complaint handling. 31 Oct 2023 Partial Maladministration Tower Hamlets Community Housing (202126826) Case 202126826 · Managing Relations The complaint is about: The landlord’s handling of the resident’s request that it enforce the terms of the lease at … 31 Oct 2023 Reasonable Redress Tower Hamlets Council (202222795) Case 202222795 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s report of a leak from the flat above. 31 Oct 2023 Maladministration Tower Hamlets Homes (202007679) Case 202007679 · ASB/Abuse/Nuisance REPORT COMPLAINT 202007679 Tower Hamlets Homes 31 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 31 Oct 2023 Partial Maladministration Wigan Council (202206583) Case 202206583 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered … 30 Oct 2023 Maladministration A2Dominion Housing Group Limited (202122336) Case 202122336 · Managing Relations REPORT COMPLAINT 202122336 A2Dominion Housing Group Limited 30 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 30 Oct 2023 Partial Maladministration Camden Council (202004368) Case 202004368 · Financial The complaint is about the resident’s reports concerning the landlord’s: Offer of compensation to settle a legal disrepair claim. Consideration … 30 Oct 2023 Maladministration Clarion Housing Association Limited (202008234) Case 202008234 · Moving/Buying/Selling Home REPORT COMPLAINT 202008234 Clarion Housing Association Limited 30 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 30 Oct 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202117419) Case 202117419 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance, antisocial behaviour (ASB), and harassment. The … 30 Oct 2023 Maladministration Notting Hill Genesis (NHG) (202123801) Case 202123801 · Information and data management This complaint is about the landlord’s: Response to the resident’s request for a copy of its reasonable adjustment policy. Response … 30 Oct 2023 Maladministration Onward Homes Limited (202216740) Case 202216740 · Estate Management The complaint is about the landlord’s handling of: the resident’s concerns about the quality of the grounds maintenance service and … 30 Oct 2023 No Maladministration Origin Housing Limited (202220930) Case 202220930 · ASB/Abuse/Nuisance REPORT COMPLAINT 202220930 Origin Housing Limited 30 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 30 Oct 2023 No Maladministration Saffron Housing Trust Limited (202220104) Case 202220104 · Old Property Condition migrated-2025 The complaint is about the landlord's response to the resident’s concerns with the proposed heating system replacement. 30 Oct 2023 Partial Maladministration Sanctuary Housing Association (202205192) Case 202205192 · Financial The complaint is about: The landlord’s response to the resident’s reports of health concerns following a fire in the bin … 30 Oct 2023 Partial Maladministration Southern Housing Group Limited (202201095) Case 202201095 · Managing Relations The complaint is about: The landlord’s handling of complaints about a contractor. The landlord’s response to the resident’s reports of … 30 Oct 2023 Partial Maladministration South Tyneside Council (202126406) Case 202126406 · Managing Relations The complaint is about the landlord's response to the resident’s: Concerns about being rushed to take up the tenancy of … 30 Oct 2023 Partial Maladministration Southwark Council (202200348) Case 202200348 · Financial This complaint is about the landlord’s: Response to the resident’s various concerns around service charges; Complaint handling. 30 Oct 2023 Maladministration Stonewater Limited (202012420) Case 202012420 · Managing Relations This is about the landlord’s: Response to the resident’s report of damp and mould in his new build home. The … 29 Oct 2023 Maladministration Aster Group Limited (202200958) Case 202200958 · Managing Relations This complaint is about the landlord’s handling of the resident’s reports of defective guttering and related damp at the property. … 27 Oct 2023 Partial Maladministration Aster Group Limited (202228755) Case 202228755 · Managing Relations REPORT COMPLAINT 202228755 Aster Group Limited 27 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 27 Oct 2023 Partial Maladministration Camden Council (202205170) Case 202205170 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s: reports of subsidence; request for repairs: to the boiler to … 27 Oct 2023 No Maladministration Clarion Housing Association Limited (202124142) Case 202124142 · Estate Management The complaint is about the information provided by the landlord in relation to parking at the resident’s property. 27 Oct 2023 No Maladministration First Choice Homes Oldham Limited (202213335) Case 202213335 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s request for it to replace his floor covering and underlay. 27 Oct 2023 Maladministration Flagship Housing Group Limited (202004372) Case 202004372 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the following repairs at the resident’s home: Damp and mould; Roof; Doors … 27 Oct 2023 Partial Maladministration Flagship Housing Group Limited (202200146) Case 202200146 · ASB/Abuse/Nuisance The complaint concerns the landlord’s handling of: The resident’s reporting of anti-social behaviour. The resident’s request for a property move. … 27 Oct 2023 Partial Maladministration Lambeth Council (202219308) Case 202219308 · Financial REPORT COMPLAINT 202219308 Lambeth Council 27 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 27 Oct 2023 Maladministration London Borough of Ealing (202117829) Case 202117829 · Managing Relations The complaint is about the landlord’s handling of: A roof leak and the associated repair works. The associated complaint. 27 Oct 2023 Maladministration London Borough of Hackney (202207096) Case 202207096 · Managing Relations The complaint is regarding the landlord’s handling of: The resident’s reports of leaks into his property and resultant damage. A … 27 Oct 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202217569) Case 202217569 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s complaint about excessive noise caused by works to the lift …