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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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13 Mar 2025 Partial Maladministration London Borough of Islington (202338740) Case 202338740 · Local Authority / ALMO or TMO This complaint is about the landlord’s handling of: the resident’s concerns about insurance claims. the resident’s concerns about a service … 13 Mar 2025 Maladministration London Borough of Lambeth (202317042) Case 202317042 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of: 13 Mar 2025 Partial Maladministration London & Quadrant Housing Trust (202310740) Case 202310740 · Old Complaints Handling categories The complaint is about the landlord’s handling of reports about: the central heating system; leaks and associated repairs; the external … 13 Mar 2025 Maladministration Magenta Living (202327985) Case 202327985 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Requests for a replacement front door. Associated formal complaint. 13 Mar 2025 Maladministration Nottingham City Council (202316983) Case 202316983 · Old Property Condition categories The complaint is about the landlord’s handling of internal door repairs. 13 Mar 2025 Maladministration Nottingham Community Housing Association Limited (202234699) Case 202234699 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs following a burst pipe. The resident’s application for compensation. 13 Mar 2025 Maladministration Notting Hill Genesis (NHG) (202302010) Case 202302010 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s queries and concerns about her energy use. The Ombudsman has … 13 Mar 2025 Maladministration Peabody Trust (202227442) Case 202227442 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: A leak into the property. Concerns about electrical safety. 13 Mar 2025 Partial Maladministration Peabody Trust (202311449) Case 202311449 · Financial The complaint is about the landlord’s: Response to the resident’s reports of a burglary at the property. Complaint handling. 13 Mar 2025 Partial Maladministration Sanctuary Housing Association (202412636) Case 202412636 · Managing Relations The complaint is about the landlord’s handling of: Repairs to a leak. The associated complaint. 13 Mar 2025 Reasonable Redress The Extracare Charitable Trust (202319027) Case 202319027 · Estate Management The complaint is about the landlord’s handling of the resident’s reports about excessive heat in the property. 13 Mar 2025 Maladministration The Guinness Partnership Limited (202340836) Case 202340836 · Old Complaints Handling categories The complaint is about: the landlord’s response to the resident’s reports of repairs to the windows and doors. the landlord’s … 13 Mar 2025 Maladministration Westward Housing Group Limited (202319772) Case 202319772 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered … 13 Mar 2025 Partial Maladministration Women’s Pioneer Housing Limited (202305090) Case 202305090 · Old Complaints Handling categories The complaint is about: The landlord’s handling of the resident’s reports of problems with the heating system and thermostat. The … 12 Mar 2025 Reasonable Redress Abri Group Limited (202234501) Case 202234501 · Old Complaints Handling categories The complaint is about the landlord’s handling of repairs to external lighting, a toilet cistern, the back gate, the garden … 12 Mar 2025 Severe Maladministration Citizen Housing (202318796) Case 202318796 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s reports of the bathroom and toilet windows’ opening, closing, and … 12 Mar 2025 Partial Maladministration Clarion Housing Association Limited (202216394) Case 202216394 · Information and data management The complaint is about the landlord’s response to the resident’s: Report of a leak. Request: That it buy back his … 12 Mar 2025 No Maladministration Flagship Housing Group Limited (202324646) Case 202324646 · Estate Management REPORT COMPLAINT 202324646 Flagship Housing Group Limited 12 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining … 12 Mar 2025 Maladministration Lambeth Council (202415881) Case 202415881 · Old Complaints Handling categories REPORT COMPLAINT 202415881 Lambeth Council 12 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 12 Mar 2025 Maladministration London & Quadrant Housing Trust (L&Q) (202310713) Case 202310713 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Request that it repair his windows. Formal complaint. 12 Mar 2025 Maladministration London & Quadrant Housing Trust (L&Q) (202312771) Case 202312771 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of a leak from the roof, and the associated … 12 Mar 2025 Reasonable Redress Metropolitan Thames Valley Housing (MTV) (202309638) Case 202309638 · Moving/Buying/Selling Home The landlord’s handling of the resident’s: Request for a refund of rent overpayments. Correspondence from 29 August 2023 onwards. 12 Mar 2025 Reasonable Redress Midland Heart Limited (202326767) Case 202326767 · Information and data management The complaint is about the landlord’s handling of: The resident’s request for the removal of her phone number from the … 12 Mar 2025 Partial Maladministration Newlon Housing Trust (202303556) Case 202303556 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s: Concerns about the safety and security of the communal bin … 12 Mar 2025 Maladministration One Housing Group Limited (202314813) Case 202314813 · Information and data management The complaint is about the landlord’s handling of: Reports of damp, mould, and a roof leak. The associated complaint. The … 12 Mar 2025 Partial Maladministration Places for People Group Limited (202220704) Case 202220704 · Estate Management This complaint is about the landlord’s response to: The resident's reports of repairs to their bathroom. The resident’s concerns that … 12 Mar 2025 Reasonable Redress Regenda Limited (202300456) Case 202300456 · Estate Management The resident’s complaint is about the landlord’s handling of the installation of an additional handrail/banister on a communal staircase. 12 Mar 2025 Maladministration Rochdale Boroughwide Housing Limited (202322133) Case 202322133 · Estate Management The complaint is about the landlord’s handling of: The resident’s concerns about maintaining the shared lawn. The resident’s reports of … 12 Mar 2025 Reasonable Redress Southern Housing (202330144) Case 202330144 · Financial The complaint is about the landlord’s: Handling of the resident’s direct debit payments. Complaint handling. 12 Mar 2025 Partial Maladministration Stonewater Limited (202413590) Case 202413590 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of: Faults with the storage heaters and the time … 12 Mar 2025 Maladministration The Guinness Partnership Limited (202227432) Case 202227432 · Old Complaints Handling categories The complaint is about the landlord’s: Handling of repairs to the communal door. Response to the resident’s request for priority … 12 Mar 2025 Reasonable Redress The Guinness Partnership Limited (202319222) Case 202319222 · Estate Management The complaint is about the landlord’s handling of: The resident’s report of a collapsed wall at the front of her … 12 Mar 2025 Maladministration The Guinness Partnership Limited (202322309) Case 202322309 · Occupancy Rights The complaint is about the landlord’s handling of the resident’s rent account at the end of the tenancy. 12 Mar 2025 Partial Maladministration The Guinness Partnership Limited (202341163) Case 202341163 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s: Reports of an electrical house fire. Associated complaint. 12 Mar 2025 Partial Maladministration Vivid Housing Limited (202310709) Case 202310709 · Old Complaints Handling categories The complaint is about: The landlord’s handling of the resident's request to move. The landlord's handling of the resident's complaint. 12 Mar 2025 Maladministration Waverley Borough Council (202413277) Case 202413277 · Information and data management The complaint is about the landlord’s response to the resident’s request for use of her garden. The Ombudsman has also … 11 Mar 2025 Reasonable Redress A2Dominion Housing Group Limited (202323177) Case 202323177 · Old Property Condition categories This complaint is about how the landlord handled repairs to the resident’s front and back doors. 11 Mar 2025 Maladministration Abri Group Limited (202302093) Case 202302093 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of: The residents request to sell her share of her property. The complaint. 11 Mar 2025 Partial Maladministration Hexagon Housing Association Limited (202230605) Case 202230605 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of: Leaks, damp and mould in her home, together … 11 Mar 2025 No Maladministration Homes Plus Limited (202321278) Case 202321278 · Health and Safety (inc. building safety) The complaint is about: The landlord’s handling of the resident’s concerns about the positioning of the carbon monoxide detector. 11 Mar 2025 Partial Maladministration Lambeth Council (202322062) Case 202322062 · Financial The complaint is about the landlord’s handling of: Blocked drains and pipes, which caused multiple back surges of sewage into … 11 Mar 2025 Maladministration London & Quadrant Housing Trust (L&Q) (202231157) Case 202231157 · Information and data management The complaint is about the landlord’s response to the resident’s reports of issues with her windows. This investigation also considers … 11 Mar 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202318080) Case 202318080 · Old Property Condition categories The complaint is about the landlord’s handling of a boiler repair. 11 Mar 2025 Partial Maladministration Moat Homes Limited (202222369) Case 202222369 · Old Complaints Handling categories The complaint is about the landlord’s response to: The resident’s concerns about her boiler. The associated complaint. 11 Mar 2025 Maladministration Notting Hill Genesis (NHG) (202234742) Case 202234742 · Old Complaints Handling categories The complaint is about the landlord’s handling of repairs to a communal gate. We have also assessed the landlord’s complaint … 11 Mar 2025 Maladministration One Housing Group Limited (202302264) Case 202302264 · Information and data management The complaint is about: The landlord’s response to reports of a roof leak. The associated complaint handling. The Ombudsman has … 11 Mar 2025 Partial Maladministration Orbit Group Limited (202339756) Case 202339756 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and concerns of domestic abuse. … 11 Mar 2025 Partial Maladministration Peabody Trust (202233466) Case 202233466 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s request to repair a gate to the communal bin area. … 11 Mar 2025 Reasonable Redress Peabody Trust (202308551) Case 202308551 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of outstanding repairs and damage to the property following … 11 Mar 2025 Partial Maladministration Peabody Trust (202329607) Case 202329607 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s request to resolve an issue with the external communal lights. …