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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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Browse by outcome

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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23 Dec 2022 Maladministration Birmingham City Council (202113825) Case 202113825 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the resident’s bathroom floor. The resident’s complaint. 23 Dec 2022 Maladministration East Midlands Housing Group Limited (202201886) Case 202201886 · Managing Relations The complaint is about the landlord’s handling of: The resident’s requests for it to replace her flooring, and the quality … 23 Dec 2022 Partial Maladministration Platform Housing Group Limited (202117760) Case 202117760 · Financial The complaint is about the landlord’s handling of: The resident’s request for service charge information. The resident’s reports that they … 23 Dec 2022 Reasonable Redress Westminster City Council (202205529) Case 202205529 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of outstanding hot water pressure issues, radiator and balcony … 22 Dec 2022 Maladministration Cognatum Estates Ltd (202014828) Case 202014828 · Managing Relations The complaint is about: 22 Dec 2022 Partial Maladministration Orbit Housing Association Limited (202103215) Case 202103215 · Managing Relations The complaint is about: The landlord’s handling of damage caused by a leak from the property above; The landlord’s handling … 22 Dec 2022 Partial Maladministration Stroud District Council (202115464) Case 202115464 · Managing Relations This complaint is about the resident’s reports of the landlord’s handling of: Replacement of the shed roof. The resident’s roof … 21 Dec 2022 Reasonable Redress Newham Council (202120548) Case 202120548 · Managing Relations The complaint is about the landlord’s: Response to the resident’s reports of damp and mould at her property. Handling of … 21 Dec 2022 Maladministration Royal Borough of Kensington and Chelsea (202200791) Case 202200791 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of a water leak at his property. The resident's … 20 Dec 2022 Maladministration Birmingham City Council (202121986) Case 202121986 · Managing Relations REPORT COMPLAINT 202121986 Birmingham City Council 6 June 2023 Our approach […] 20 Dec 2022 Maladministration East Midlands Housing Group Limited (202121983) Case 202121983 · Old Property Condition migrated-2025 REPORT COMPLAINT 202121983 East Midlands Housing Group Limited 13 June 2023 Our approach The Housing Ombudsman’s approach to investigating and … 20 Dec 2022 Maladministration Kingston upon Hull City Council (202125791) Case 202125791 · Managing Relations The complaint is about the landlord’s handling of repairs to the property relating to damp. This report also examines the … 20 Dec 2022 Maladministration London & Quadrant Housing Trust (202208063) Case 202208063 · Estate Management The complaint is about the landlord’s: response to the resident’s request for aerial spikes; complaints handling. 20 Dec 2022 Partial Maladministration Network Homes Limited (202206710) Case 202206710 · Occupancy Rights The complaint is about: The landlord’s response to the resident’s reports of leaks into the property. The landlord’s response to … 20 Dec 2022 No Maladministration One Manchester Limited (202128661) Case 202128661 · Financial The complaint is about: A rent arrears letter sent to the resident in December 2021. the landlord’s handling of the … 19 Dec 2022 Partial Maladministration Flagship Housing Group Limited (202014892) Case 202014892 · Estate Management The resident complains about: the landlord’s handling of the removal of her car; the landlord’s handling of her subsequent formal … 19 Dec 2022 Maladministration Newlon Housing Trust (202013332) Case 202013332 · Information and data management The complaint is about the landlord’s: Response to the resident’s reports of water ingress through their ceiling; Complaint handling. The … 19 Dec 2022 Partial Maladministration Sandwell Metropolitan Borough Council (201913046) Case 201913046 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s antisocial behaviour (ASB) case. Response to reports that the fence … 19 Dec 2022 Maladministration Thrive Homes Limited (202204257) Case 202204257 · Estate Management The complaint is about the landlord’s handling of the resident’s reports of poor communal cleaning. The Ombudsman has also considered … 19 Dec 2022 No Maladministration Thurrock Council (202104511) Case 202104511 · Financial The complaint is about the landlord’s response to the resident’s reports about its communal service provision. 19 Dec 2022 No Maladministration Thurrock Council (202202354) Case 202202354 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of ongoing damp and mould in their property. 16 Dec 2022 Partial Maladministration Haringey London Borough Council (202112771) Case 202112771 · Health and Safety (inc. building safety) The complaint is about the landlord’s response to the residents’ reports of: asbestos in the property. the air quality and … 16 Dec 2022 No Maladministration Incommunities Limited (202209486) Case 202209486 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports regarding a rat infestation in her property and the … 16 Dec 2022 Maladministration Lambeth Council (202208360) Case 202208360 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of lighting and electrical concerns. 16 Dec 2022 Partial Maladministration Thrive Homes Limited (202200086) Case 202200086 · Financial REPORT COMPLAINT 202200086 Thrive Homes Limited 16 December 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 15 Dec 2022 Maladministration A2Dominion Housing Group Limited (202202700) Case 202202700 · Old Property Condition migrated-2025 The landlord’s handling of the residents’ reports of ongoing water ingress from their bedroom window. 15 Dec 2022 Maladministration Metropolitan Thames Valley Housing (202122002) Case 202122002 · Old Property Condition migrated-2025 The complaint is about the landlord’s: Handling of repairs to the resident’s hot water system and the subsequent offer of … 15 Dec 2022 No Maladministration Orbit Housing Association Limited (202109170) Case 202109170 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of the resident’s Right to Buy (RTB) application. 15 Dec 2022 No Maladministration Rochdale Boroughwide Housing Limited (202121470) Case 202121470 · Managing Relations This complaint is about the landlord’s: handling of a rodent infestation; complaint handling. 14 Dec 2022 Maladministration Birmingham City Council (202123521) Case 202123521 · Information and data management The complaint is about the landlord’s: Response to the resident’s reports of damp and mould at the property. Response to … 14 Dec 2022 Maladministration Housing For Women (202008719) Case 202008719 · Old Property Condition migrated-2025 The resident has complained about the landlord’s handling of her reports of leaks, damp and mould at the property. 14 Dec 2022 Maladministration Manchester City Council (202101585) Case 202101585 · Old Property Condition migrated-2025 The resident complains about the landlord’s handling of: Reports of problems with the wet room at the property, and; kitchen … 14 Dec 2022 Reasonable Redress Orbit Housing Association Limited (202126257) Case 202126257 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of outstanding repairs to her boiler leaving her with … 14 Dec 2022 Maladministration Rochdale Boroughwide Housing Limited (202205227) Case 202205227 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by her neighbours and their … 12 Dec 2022 Maladministration Anchor Hanover Group (202208627) Case 202208627 · Financial The complaint is about the landlord’s handling of the resident’s request to be reimbursed for the cost of an electrician’s … 12 Dec 2022 Reasonable Redress Castle Point Borough Council (202203862) Case 202203862 · Estate Management The complaint is about the landlord’s response to the resident’s reports of theft and his request to install CCTV equipment … 12 Dec 2022 Maladministration East Devon District Council (202210793) Case 202210793 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of the resident's concerns regarding the condition of the property he took over … 12 Dec 2022 Maladministration Hightown Housing Association Limited (202107538) Case 202107538 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of defects in the property. The landlord’s handling of … 12 Dec 2022 Maladministration Housing Solutions (202206842) Case 202206842 · Estate Management The complaint is about the landlord’s handling of repairs to the communal bike shed. 12 Dec 2022 Partial Maladministration Notting Hill Genesis (202207986) Case 202207986 · Financial The complaint is about: The landlord’s handling of repairs to the drainage system at the resident’s property. The landlord’s response … 12 Dec 2022 Partial Maladministration Raven Housing Trust Limited (201914079) Case 201914079 · Financial The complaint is about the landlord’s handling of the resident’s rent account. The Ombudsman has also considered the landlord’s handling … 12 Dec 2022 Maladministration The Riverside Group Limited (202208736) Case 202208736 · Financial The complaint is about the landlord’s decision to recharge the resident for the repair to the soffit. 10 Dec 2022 Maladministration Basildon Borough Council (202112531) Case 202112531 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs to the resident’s window, roof, brickwork, and balcony. 10 Dec 2022 Reasonable Redress Metropolitan Thames Valley Housing (MTV) (202111044) Case 202111044 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of repairs following a leak affecting the communal car park. 10 Dec 2022 Maladministration The Guinness Partnership Limited (202111591) Case 202111591 · Managing Relations The complaint is about the landlord’s handling of: The repair to the resident’s patio door and the associated offer of … 9 Dec 2022 Reasonable Redress Anchor Hanover Group (202208400) Case 202208400 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports about a pest infestation. 9 Dec 2022 Partial Maladministration Metropolitan Thames Valley Housing (202102620) Case 202102620 · Managing Relations The complaint is about the landlord’s handling of: - The installation of a new kitchen at the resident’s property. The … 9 Dec 2022 Partial Maladministration Newham Council (202204227) Case 202204227 · Financial The complaint is about: The landlord’s handling of the repair of a leak and remedial works required, including costs incurred … 9 Dec 2022 Maladministration Orbit Housing Association Limited (202115952) Case 202115952 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Response to the resident’s reports of two damp patches to the ceiling at the … 9 Dec 2022 No Maladministration Sanctuary Housing Association (202115661) Case 202115661 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports about: Flooring in the property. A tree in the …