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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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11 Mar 2025 Partial Maladministration Southern Housing (202311125) Case 202311125 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of the resident’s: Reports of communal repairs. Concerns regarding communal cleaning. Concerns relating … 11 Mar 2025 Maladministration The Guinness Partnership Limited (202318479) Case 202318479 · Managing Relations The complaint is about the landlord’s handling of: Reports of repairs to the communal roof and its decision to re-charge … 11 Mar 2025 Maladministration The Guinness Partnership Limited (202319837) Case 202319837 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property. The Ombudsman … 11 Mar 2025 Maladministration Torus62 Limited (202405354) Case 202405354 · Old Complaints Handling categories The complaint is about the landlord's response to the resident's: reports of damp, mould and outstanding repairs. complaint. This report … 11 Mar 2025 Maladministration Vivid Housing Limited (202416849) Case 202416849 · Old Estate Management categories The complaint is about the landlord’s handling of the resident’s concerns regarding the condition of the frame around her front … 10 Mar 2025 Maladministration Accent Housing Limited (202317904) Case 202317904 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the resident’s concerns about the condition of the property when he moved … 10 Mar 2025 Reasonable Redress Bury Metropolitan Borough Council (202233574) Case 202233574 · Managing Relations This complaint is about the landlord’s handling of: An appointment to inspect the disability adaptations in the resident’s home. The … 10 Mar 2025 Partial Maladministration Clarion Housing Association Limited (202316614) Case 202316614 · Information and data management The complaint is about the landlord’s handling of records relating to the resident. The Ombudsman has also considered the landlord’s … 10 Mar 2025 Partial Maladministration Connexus Homes Limited (202316468) Case 202316468 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The replacement of the heating system and the resident’s reports of damp … 10 Mar 2025 No Maladministration Connexus Homes Limited (202330013) Case 202330013 · Old Complaints Handling categories The complaint is about the landlord's: Response to the resident’s reports of damp and mould in the property. Complaint handling. 10 Mar 2025 Partial Maladministration Hammersmith and Fulham Council (202309170) Case 202309170 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s reports of outstanding repairs to a bin shed lock. The … 10 Mar 2025 Partial Maladministration Hyde Housing Association Limited (202417447) Case 202417447 · Old Estate Management categories The complaint is about the landlord’s handling of: An emergency repair to the resident’s bathroom light. The resident’s reports of … 10 Mar 2025 Maladministration Leicester City Council (202319673) Case 202319673 · Estate Management The complaint is about the landlord’s response to the resident’s concerns about parking. 10 Mar 2025 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202311021) Case 202311021 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of: Noise nuisance and anti-social behaviour (ASB). Staff misconduct. … 10 Mar 2025 Maladministration Newcastle City Council (202317600) Case 202317600 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s concerns about dust from a demolition site. The Ombudsman has … 10 Mar 2025 Maladministration Notting Hill Genesis (NHG) (202213353) Case 202213353 · Old Complaints Handling categories The complaint is about the landlord’s handling of repairs to communal lighting. The Ombudsman will also consider the associated complaint … 10 Mar 2025 Maladministration Royal Borough Of Greenwich (202234801) Case 202234801 · Financial The complaint is about the landlord’s response to the resident’s reports of: Water leaks from flooding and a blocked drain. … 10 Mar 2025 Partial Maladministration Sanctuary Housing Association (202346145) Case 202346145 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and communication from the Housing … 10 Mar 2025 Partial Maladministration Sanctuary Housing Association (202412654) Case 202412654 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Concerns about damp and mould within the property. Request to … 10 Mar 2025 Partial Maladministration Sandwell Metropolitan Borough Council (202308659) Case 202308659 · Old Complaints Handling categories The complaint is about the landlord’s handling of: the resident’s reports of a lift breakdown. the resident’s request for emergency … 10 Mar 2025 Maladministration Torus62 Limited (202314751) Case 202314751 · Estate Management The complaint is about the landlord’s handling of the resident’s concerns about a tree in a neighbouring property. 7 Mar 2025 Partial Maladministration Hyde Housing Association Limited (202229500) Case 202229500 · Old Complaints Handling categories The complaint is about the landlords: Handling of the resident’s reports of repairs at the property. Complaint handling. 7 Mar 2025 No Maladministration London & Quadrant Housing Trust (202305570) Case 202305570 · Financial The complaint is about: the level of service charges. the landlord’s management of the resident’s rent account. 7 Mar 2025 Maladministration Luton Borough Council (202234460) Case 202234460 · Financial The complaint is about the landlord’s handling of the resident’s queries about waste management charges. 7 Mar 2025 Maladministration Norwich City Council (202318315) Case 202318315 · Old Property Condition categories The complaint is about the landlord’s handling of repairs following a leak from the wet room. 7 Mar 2025 Maladministration Orbit Group Limited (202336916) Case 202336916 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Reports of issues with doors in the property. Associated complaint. 7 Mar 2025 Maladministration Platform Housing Group Limited (202320150) Case 202320150 · Old Estate Management categories The complaint is regarding the landlord’s handling of the resident’s concerns about cleaning of communal areas. 7 Mar 2025 Partial Maladministration Poplar Housing And Regeneration Community Association Limited (202323378) Case 202323378 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The repair required to the resident’s boiler and the resident’s reported increase … 7 Mar 2025 Partial Maladministration Redwing Living Limited (202319794) Case 202319794 · Old Complaints Handling categories REPORT COMPLAINT 202319794 Regenda Limited 7 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is … 7 Mar 2025 Maladministration The Riverside Group Limited (202215835) Case 202215835 · Old Complaints Handling categories The complaint is about the landlord’s handling of: the resident’s reports of damp and mould in her property and associated … 6 Mar 2025 Maladministration ForHousing Limited (202217774) Case 202217774 · Managing Relations The complaint is about the landlord’s handling of: Repairs within the resident’s bathroom, including damp and mould. The resident’s complaint. 6 Mar 2025 No Maladministration Harlow District Council (202127364) Case 202127364 · Responsive repairs/activity This complaint is about the landlord’s response to the resident’s report that its operative had damaged a manhole cover. 6 Mar 2025 Reasonable Redress London & Quadrant Housing Trust (L&Q) (202302237) Case 202302237 · Information and data management The complaint is about the landlord’s handling of the resident’s request for information about the replacement of the kitchen, bathroom, … 6 Mar 2025 Partial Maladministration Newlon Housing Trust (202219557) Case 202219557 · Old Complaints Handling categories The complaint is about the landlord’s handling of: 6 Mar 2025 Partial Maladministration Notting Hill Genesis (NHG) (202310838) Case 202310838 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from the neighbour above. Concerns … 6 Mar 2025 Maladministration Warwickshire Rural Housing Association Limited (202314335) Case 202314335 · Old Property Condition categories The complaint is about the landlord’s handling of repairs to a faulty boiler. 5 Mar 2025 No Maladministration Aster Group Limited (202311926) Case 202311926 · Estate Management The complaint is about the landlord’s response to the resident’s requests for replacement garden fencing. 5 Mar 2025 Partial Maladministration City of Westminster Council (202301766) Case 202301766 · Local Authority / ALMO or TMO This complaint is about the landlord’s response to: The resident’s request to be rehoused. The resident’s reports about repairs, damage … 5 Mar 2025 Partial Maladministration Clarion Housing Association Limited (202403556) Case 202403556 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of repairs to her windows. The Ombudsman has also … 5 Mar 2025 Maladministration Hyde Housing Association Limited (202308949) Case 202308949 · Financial The complaint is about the landlord’s handling of the resident’s: Concerns about her rent account and payment plan. Associated complaint. 5 Mar 2025 Reasonable Redress LiveWest Homes Limited (202314328) Case 202314328 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint. 5 Mar 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202315205) Case 202315205 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Reports of repairs to a door, window, and water leak. … 5 Mar 2025 Outside Jurisdiction Midland Heart Limited (202307288) Case 202307288 · Financial This complaint is about the landlord’s response to the resident’s concerns that it had been charging her service charges, that … 5 Mar 2025 Partial Maladministration One Vision Housing Limited (202316212) Case 202316212 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s reports of foul smells from drains in the property. 5 Mar 2025 Outside Jurisdiction Progress Housing Association Limited (202315869) Case 202315869 · Information and data management The complaint is about the landlord’s handling of the resident’s request for CCTV footage. 5 Mar 2025 Maladministration Shepherds Bush Housing Association Limited (202225310) Case 202225310 · Financial The complaint is about the landlord’s response to requests for reimbursement for damaged possessions following a roof leak. 5 Mar 2025 Maladministration Stonewater Limited (202318414) Case 202318414 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s reports of a squirrel infestation. 5 Mar 2025 Maladministration Waltham Forest Council (202318206) Case 202318206 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs to the resident’s bathroom. The resident’s request for a walk-in bath. 5 Mar 2025 Maladministration Wandsworth Council (202319783) Case 202319783 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s: Request for a repair to her bathroom window. Reports of … 5 Mar 2025 Partial Maladministration Women’s Pioneer Housing Limited (202318731) Case 202318731 · Old Complaints Handling categories The complaint is about the landlord's handling of the resident’s: Reports of antisocial behaviour (ASB). Concerns about the neighbour’s CCTV. …