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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 2,867 of 16,595 decisions

Decisions

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22 Dec 2023 Partial Maladministration A2Dominion Housing Group Limited (202201960) Case 202201960 · Financial The complaint is about: The landlord’s response to flooding at the property. The landlord’s handling of the decant. The landlord’s … 22 Dec 2023 Maladministration Bromford Housing Group Limited (202123542) Case 202123542 · Managing Relations The resident’s complaint is about the landlord’s: Response to a sewage leak at her property; Response to her reports of … 22 Dec 2023 No Maladministration Bromford Housing Group Limited (202201378) Case 202201378 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident about: its handling of her ASB reports. its decision to … 22 Dec 2023 Partial Maladministration Camden Council (202216066) Case 202216066 · Financial The complaint is regarding: The landlord’s handling of service charge consultation. The landlord’s response to the resident’s concerns about estate … 22 Dec 2023 Maladministration Clarion Housing Association Limited (202124748) Case 202124748 · ASB/Abuse/Nuisance This complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB), including racial harassment. 22 Dec 2023 Partial Maladministration Clarion Housing Association Limited (202208979) Case 202208979 · Managing Relations The landlord’s handling of the resident’s decant and her request for reimbursement and compensation. The landlord’s handling of the resident’s … 22 Dec 2023 Maladministration Clarion Housing Association Limited (202209592) Case 202209592 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB). The resident’s concerns about the … 22 Dec 2023 Maladministration Clarion Housing Association Limited (202227434) Case 202227434 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports of a leak within her property and the compensation … 22 Dec 2023 Partial Maladministration Evolve Housing + Support (202107570) Case 202107570 · Estate Management The complaint is about the managing agent’s response to the resident’s reports of: A defective kitchen window. Defective external floodlights. … 22 Dec 2023 Maladministration GreenSquareAccord Limited (202304900) Case 202304900 · Estate Management The complaint is about the provision of gardening services. The Ombudsman has also considered the landlord’s complaint handling. 22 Dec 2023 Lambeth Council (202203490) Case 202203490 · Managing Relations The complaint is about the landlord’s handling of repairs to the resident’s property and the resident’s reports of damp and … 22 Dec 2023 Maladministration Lambeth Council (202212247) Case 202212247 · Managing Relations The complaint is about: The landlord’s response to the resident’s requests for it replace her property’s draughty windows, front door … 22 Dec 2023 Maladministration London Borough of Enfield (202200374) Case 202200374 · Old Complaints Handling categories The complaint is about: The landlord's response to the residents reports of a leak in the bathroom and its handling … 22 Dec 2023 Partial Maladministration London Borough of Hackney (202211339) Case 202211339 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of a flood, and damage to a communal pipe … 22 Dec 2023 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202202098) Case 202202098 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to reports of antisocial behaviour (ASB). The landlord’s complaint handling. 22 Dec 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202208362) Case 202208362 · Financial The complaint is about the landlord’s handling of: Defect repairs to the resident’s property. A service charge refund. The resident’s … 22 Dec 2023 Orwell Housing Association Limited (202112944) Case 202112944 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the … 22 Dec 2023 Maladministration Peabody Trust (201907372) Case 201907372 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) The Ombudsman has also considered … 22 Dec 2023 Maladministration Peabody Trust (202205160) Case 202205160 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: The resident’s concerns about gas servicing and the management of appointments. The … 22 Dec 2023 Partial Maladministration Peabody Trust (202224605) Case 202224605 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of rodents in the property. The landlord’s complaints handling. 22 Dec 2023 No Maladministration Platform Housing Group Limited (202203707) Case 202203707 · Financial The complaint is about the landlord’s handling of the resident’s: Request for reimbursement of her service charge. Concerns regarding gas … 22 Dec 2023 Maladministration Reading Borough Council (202215361) Case 202215361 · Information and data management The complaint is about information the landlord provided about the applicant’s right to a mutual exchange. The Ombudsman has also … 22 Dec 2023 Partial Maladministration Royal Borough of Kensington and Chelsea (202212956) Case 202212956 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of antisocial behaviour (ASB). The landlord’s handling of a managed move. The Ombudsman … 22 Dec 2023 Maladministration Southern Housing (202013457) Case 202013457 · Old Complaints Handling categories REPORT COMPLAINT 202013457 Southern Housing Group Limited 22 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 22 Dec 2023 Maladministration The Guinness Partnership Limited (202212477) Case 202212477 · Managing Relations The complaint is about the landlord’s response to the resident’s reports regarding: Repairs required to her property following a water … 22 Dec 2023 Maladministration Yorkshire Housing Limited (202201907) Case 202201907 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of a leak on the boiler and the installation … 21 Dec 2023 Maladministration Aster Group Limited (202205493) Case 202205493 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of defects to the property, including damp and mould … 21 Dec 2023 Partial Maladministration Basildon Borough Council (202223904) Case 202223904 · Managing Relations The complaint concerns: The landlord’s handling of the resident’s reporting of damp and mould. The landlord’s handling of repairs to … 21 Dec 2023 Maladministration Camden Council (202219378) Case 202219378 · Information and data management The complaint is about the landlord's: Handling of a leaking roof causing water damage to the property. Complaints handling. The … 21 Dec 2023 Partial Maladministration Freebridge Community Housing Limited (202210458) Case 202210458 · Financial The complaint concerns the landlords handling of the following: Communication with the residents regarding the regeneration work on the estate. … 21 Dec 2023 Maladministration Hackney Council (202225651) Case 202225651 · Managing Relations The complaint is about the landlord’s handling of repairs to windows. The Ombudsman has also decided to investigate the landlord’s … 21 Dec 2023 No Maladministration Incommunities Limited (202128086) Case 202128086 · Financial The complaint is about the landlord’s response to the resident’s concerns that: She has been overcharged rent. She has been … 21 Dec 2023 No Maladministration Joseph Rowntree Housing Trust (202216191) Case 202216191 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s request to be … 21 Dec 2023 Partial Maladministration London Borough of Hackney (202213556) Case 202213556 · Financial The complaint is about: The landlord’s handling of the resident’s reports about not having heating and hot water, and its … 21 Dec 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202127252) Case 202127252 · Managing Relations The complaint is about the landlord’s: Handling of the resident’s application to succeed to her mother’s tenancy. Complaint handling. 21 Dec 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202223386) Case 202223386 · Managing Relations The complaint is about the landlord’s handling of: Damp and mould in the property. Repairs to the bathroom ceiling following … 21 Dec 2023 Maladministration London & Quadrant Housing Trust (L&Q) (202226260) Case 202226260 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB) by his upstairs neighbour. Flooding … 21 Dec 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202208034) Case 202208034 · Managing Relations The complaint is about the landlord’s: response to the resident’s concerns about the installation of windows at his property; complaints … 21 Dec 2023 Maladministration Norwich City Council (202234907) Case 202234907 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her property. The associated … 21 Dec 2023 Outside Jurisdiction Octavia Housing (202128280) Case 202128280 · ASB/Abuse/Nuisance The complaint is about: the landlord’s handling of the resident’s request for a housing transfer. The landlord’s communication with the … 21 Dec 2023 Partial Maladministration One Manchester Limited (202119707) Case 202119707 · Managing Relations The complaint is about: The landlord’s handling of repairs. The landlord’s handling of pest control reports. The landlord’s handling of … 21 Dec 2023 Partial Maladministration Peabody Trust (202218532) Case 202218532 · Managing Relations The complaint is about the landlord's handling of: The resident's reports of rats in her loft. Repairs to the resident's … 21 Dec 2023 Maladministration Places for People Group Limited (202206081) Case 202206081 · Information and data management The complaint is about the landlord’s handling of the resident’s reports of domestic abuse and her request for an urgent … 21 Dec 2023 Maladministration Southern Housing Group Limited (202128297) Case 202128297 · Managing Relations The complaint is about the landlord’s handling of: Repairs in the kitchen. The resident's reports of damp and mould in … 21 Dec 2023 Partial Maladministration Stockport Homes Limited (202208908) Case 202208908 · ASB/Abuse/Nuisance The complaint concerns the landlord’s: Handling of repairs. Decision to charge the resident for communal wi-fi. Handling of the resident’s … 21 Dec 2023 Reasonable Redress Stockport Homes Limited (202213837) Case 202213837 · Estate Management This complaint is about the landlord’s handling of: The resident’s concerns about the standard of communal cleaning. The associated complaint. 21 Dec 2023 Partial Maladministration The Guinness Partnership Limited (202104280) Case 202104280 · Managing Relations The complaint is about the landlord's handling of: The kitchen replacement works. The resident’s reports of damaged flooring. The resident’s … 21 Dec 2023 Reasonable Redress Thurrock Council (202202533) Case 202202533 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) against his neighbour. The landlord’s … 21 Dec 2023 Maladministration Vivid Housing Limited (202211330) Case 202211330 · Financial The complaint is about the landlord’s handling of the resident’s concerns about the service management charge. The Ombudsman has also … 21 Dec 2023 Partial Maladministration Wandle Housing Association Limited (202116243) Case 202116243 · ASB/Abuse/Nuisance The complaint is regarding the landlord’s; Handling of the resident’s request for an LGBTQ+ staff member as a point of …