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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 5,432 of 16,595 decisions

Decisions

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18 Mar 2025 Partial Maladministration The Guinness Partnership Limited (202313877) Case 202313877 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of: The sale of the resident’s property. The associated complaint. 18 Mar 2025 Partial Maladministration Vivid Housing Limited (202315915) Case 202315915 · Old Complaints Handling categories The complaint is about the landlord’s communication around its repair responsibilities. The Ombudsman has also considered the landlord’s complaint handling. 17 Mar 2025 Maladministration Accent Housing Limited (202319356) Case 202319356 · Financial The complaint is about the landlord’s handling of the resident’s: Request for a reimbursement of electricity charges. Reports of communication … 17 Mar 2025 Partial Maladministration Acis Group Limited (202319275) Case 202319275 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of a rodent infestation. The resident’s dissatisfaction with a … 17 Mar 2025 Partial Maladministration Arun District Council (202330314) Case 202330314 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould, and associated repairs within … 17 Mar 2025 Outside Jurisdiction Basildon Borough Council (202304509) Case 202304509 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s: concerns regarding the condition of his property at sign up; … 17 Mar 2025 Maladministration Citizen Housing (202225497) Case 202225497 · Old Property Condition categories The complaint is about the landlord’s response to reports of damage to the resident’s property because of a leak. 17 Mar 2025 No Maladministration Clarion Housing Association Limited (202312929) Case 202312929 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s reports regarding repairs to her heating. The resident’s reports of … 17 Mar 2025 Partial Maladministration East Midlands Housing Group Limited (202318591) Case 202318591 · Estate Management The complaint is about the landlord’s handling of the resident’s reports about: Repairs to radiators in the bathroom, bedroom, associated … 17 Mar 2025 Maladministration Kirklees Council (202313374) Case 202313374 · Estate Management The complaint is about the landlord’s handling of the resident’s: Request for permission to install an electric vehicle charging point … 17 Mar 2025 Maladministration London Borough of Barnet (202302757) Case 202302757 · Local Authority / ALMO or TMO The complaint is about the landlord’s: Response to the resident’s concerns about external repair work to her property. Handling of … 17 Mar 2025 Maladministration London Borough of Hackney (202343128) Case 202343128 · Information and data management The complaint is about the landlord’s handling of the resident’s reports of: Faults to the boiler. Damp and mould. We … 17 Mar 2025 Partial Maladministration London & Quadrant Housing Trust (202322512) Case 202322512 · Old Complaints Handling categories This complaint is about the landlord’s handling of : The resident’s reports about communal electric repairs. The associated complaint. 17 Mar 2025 Maladministration London & Quadrant Housing Trust (L&Q) (202215447) Case 202215447 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs to the balcony. The associated complaint. 17 Mar 2025 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202307487) Case 202307487 · Moving/Buying/Selling Home The complaint is about the condition of the property when let to the resident and the level of compensation the … 17 Mar 2025 Partial Maladministration Notting Hill Genesis (202336648) Case 202336648 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB). complaint. 17 Mar 2025 Maladministration Onward Homes Limited (202344126) Case 202344126 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: reported leak. request for a home visit. The Ombudsman has … 17 Mar 2025 Outside Jurisdiction Peabody Trust (202317719) Case 202317719 · Financial The resident’s complaint is about the landlord’s handling of concerns about its buildings insurance tender process and residents being overcharged … 17 Mar 2025 Maladministration Peabody Trust (202339413) Case 202339413 · Old Complaints Handling categories The resident’s complaint is about the landlords handling of: Repairs following a roof leak. The complaint. 17 Mar 2025 Partial Maladministration Red Kite Community Housing Limited (202314847) Case 202314847 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Leaks to the resident’s property. Subsequent repair works. The associated complaint. 17 Mar 2025 Partial Maladministration Sandwell Metropolitan Borough Council (202319161) Case 202319161 · Estate Management The complaint is about the landlord’s handling of the resident’s concerns about: 17 Mar 2025 Partial Maladministration South Derbyshire District Council (202413684) Case 202413684 · Estate Management The complaint is about the landlord’s handling of: A dispute over the location of the resident’s parked car. The resident’s … 17 Mar 2025 Partial Maladministration The Guinness Partnership Limited (202218624) Case 202218624 · Information and data management The complaint is about the landlord’s: Decision to issue the resident with a letter concerning her conduct towards a member … 17 Mar 2025 Partial Maladministration The Guinness Partnership Limited (202319243) Case 202319243 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s: Reports of safety issues in the kitchen. Associated complaint. 17 Mar 2025 Maladministration The Guinness Partnership Limited (202324073) Case 202324073 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of: Repairs. A concern about a tree. We have … 17 Mar 2025 Maladministration The Riverside Group Limited (202315579) Case 202315579 · Old Estate Management categories This complaint is about the landlord’s handling of reports of rats at the resident’s property. 17 Mar 2025 Maladministration The Riverside Group Limited (202323471) Case 202323471 · Financial The complaint is about the landlord’s handling of an overpayment of service charges made by the resident. 17 Mar 2025 Partial Maladministration Wandle Housing Association Limited (202406206) Case 202406206 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: application to be on the council’s waiting list. complaint made … 16 Mar 2025 No Maladministration Livin Housing Limited (202318325) Case 202318325 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s reports about internet connectivity. 14 Mar 2025 Maladministration Amplius Living (202308309) Case 202308309 · Old Complaints Handling categories The complaint is about the landlord’s handling of repairs to the garden fence. We have also investigated the landlord’s complaint … 14 Mar 2025 Partial Maladministration GreenSquareAccord Limited (202317936) Case 202317936 · Estate Management The complaint is about the landlord’s handling of: The resident's reports about the standard and frequency of grounds maintenance in … 14 Mar 2025 Maladministration Incommunities Limited (202227759) Case 202227759 · Old Property Condition categories The complaint is about the landlord’s handling of repairs to the resident’s roof. 14 Mar 2025 Severe Maladministration Lewisham Council (202336847) Case 202336847 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s reports of damp and mould. 14 Mar 2025 Partial Maladministration London Borough of Hounslow (202322192) Case 202322192 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Reports of a loss of hot water. The resident’s complaint. 14 Mar 2025 Maladministration London & Quadrant Housing Trust (L&Q) (202319737) Case 202319737 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reported leak. The Ombudsman has also assessed the landlord’s complaint … 14 Mar 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202318440) Case 202318440 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s Reports of a leak. Reports of damp and mould. Associated … 14 Mar 2025 Partial Maladministration Notting Hill Genesis (202304483) Case 202304483 · Financial The complaint is about the landlord’s handling of the resident’s concerns about: Errors in the billing of service charges. The … 14 Mar 2025 Outside Jurisdiction Ocean Housing Limited (202307659) Case 202307659 · Financial The complaint is about the landlord’s handling of service charge increases. 14 Mar 2025 Reasonable Redress Peabody Trust (202314939) Case 202314939 · Financial The resident’s complaint is about: The landlord’s handling of the resident’s queries about service charges and the resident’s concerns that … 14 Mar 2025 Outside Jurisdiction Southern Housing (202311736) Case 202311736 · Financial The complaint is about the level of service charge set by the landlord for the cyclical works, and whether the … 14 Mar 2025 Partial Maladministration Southern Housing (202324807) Case 202324807 · Estate Management The complaint is about the landlord’s: Handling of concerns about grounds maintenance. Handling of concerns about parking. Handling of reports … 14 Mar 2025 Maladministration Southwark Council (202342845) Case 202342845 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports that his neighbour’s home business was causing noise nuisance. … 14 Mar 2025 Maladministration Sovereign Network Group (202329310) Case 202329310 · Managing Relations The complaint is about the landlord’s handling of a recurring roof leak and its repair and replacement. We have also … 14 Mar 2025 No Maladministration Vivid Housing Limited (202322185) Case 202322185 · Old Tenants Behaviour categories The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB). 14 Mar 2025 Maladministration West Kent Housing Association (202320196) Case 202320196 · Estate Management The complaint is about the landlord’s handling of grounds maintenance work being charged for through service charges. 13 Mar 2025 Maladministration Crawley Borough Council (202329723) Case 202329723 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of: Repairs to an uneven communal pavement and drain. The associated complaint. 13 Mar 2025 Maladministration Haringey London Borough Council (202314617) Case 202314617 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of a refund request for fire doors that it did not install. 13 Mar 2025 Maladministration Homes Plus Limited (202312677) Case 202312677 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s request for the kitchen floor to be levelled. 13 Mar 2025 Partial Maladministration Hyde Housing Association Limited (202330308) Case 202330308 · Old Property Condition categories This complaint is about the landlord’s handling of: The resident’s reports of high energy usage following the installation of a … 13 Mar 2025 No Maladministration LiveWest Homes Limited (202327497) Case 202327497 · Estate Management The complaint is about the landlord’s: Monitoring and management of a communal car park used by the resident. Complaint handling.