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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 3,517 of 16,595 decisions

Decisions

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25 Dec 2024 Maladministration London Borough of Lambeth (202216092) Case 202216092 · Information and data management The complaint is about the landlord’s handling of the resident’s reports of repairs, including: leaks into the property from the … 23 Dec 2024 Maladministration City of York Council (202344656) Case 202344656 · Old Complaints Handling categories The complaint is about: The landlord’s response to the resident’s concerns about damp, mould, and water ingress. The landlord’s handling … 23 Dec 2024 Partial Maladministration Clarion Housing Association Limited (202209035) Case 202209035 · Estate Management The complaint is about the landlord’s handling of the resident’s reports of: A leak to her home. Lift repairs. The … 23 Dec 2024 Partial Maladministration Eastlight Community Homes Limited (202334050) Case 202334050 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from a neighbour. Request to … 23 Dec 2024 Maladministration Flagship Housing Group Limited (202328248) Case 202328248 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of reports of damp and mould in the loft affecting the bathroom and … 23 Dec 2024 Maladministration Joseph Rowntree Housing Trust (202308330) Case 202308330 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s reports of: Draughts from the windows and garden door. Condensation … 23 Dec 2024 Partial Maladministration Leeds City Council (202345512) Case 202345512 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request for rehousing. 23 Dec 2024 Partial Maladministration LiveWest Homes Limited (202328440) Case 202328440 · Old Complaints Handling categories The complaint is about the landlord’s handling of a roof leak. This Service has also investigated the landlord’s complaint handling. 23 Dec 2024 Partial Maladministration London Borough of Islington (202328765) Case 202328765 · Old Moving to a Property categories The complaint is about the landlord’s response to the resident’s: Antisocial behaviour (‘ASB’) reports. Request for a management transfer. 23 Dec 2024 Maladministration London Borough of Lambeth (202416134) Case 202416134 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of damp and mould repairs. The Ombudsman has also investigated the landlord’s complaint … 23 Dec 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202414096) Case 202414096 · Managing Relations The complaint concerns the landlord’s handling of the resident’s reports of: A leak in the property. Damp and mould. This … 23 Dec 2024 Reasonable Redress Paragon Asra Housing Limited (202311128) Case 202311128 · Health and Safety (inc. building safety) This complaint is about the landlord’s handling of a reported carbon monoxide leak and gas safety concerns. 23 Dec 2024 Reasonable Redress Places for People Group Limited (202228963) Case 202228963 · Moving/Buying/Selling Home The complaint is about the landlord’s response to the resident’s concerns about: Leaks at her property. A rat infestation. Its … 23 Dec 2024 Partial Maladministration Southern Housing (202311890) Case 202311890 · Estate Management The complaint is about the landlord’s: response to the resident’s reports of various repair issues at the property, including: windows; … 23 Dec 2024 Partial Maladministration Sovereign Network Homes (Former Network Homes) (202315037) Case 202315037 · Information and data management The complaint is about the landlord's handling of: The resident’s request for data covered by General Data Protection Regulation. The … 23 Dec 2024 Maladministration Sovereign Network Homes (Former Network Homes) (202340689) Case 202340689 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports of wet room repairs. 23 Dec 2024 Reasonable Redress Stonewater Limited (202220809) Case 202220809 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of: Repairs to the kitchen cupboard door and the balcony door. Request for … 21 Dec 2024 Maladministration Broadland Housing Association Limited (202327183) Case 202327183 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Request for a replacement kitchen. Complaint. 20 Dec 2024 No Maladministration Abri Group Limited (202317413) Case 202317413 · Financial The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Concerns about being recharged for … 20 Dec 2024 Partial Maladministration Acis Group Limited (202226890) Case 202226890 · Occupancy Rights The complaint is about the landlord’s handling of: The resident’s request to cancel their tenancy. The associated complaint. 20 Dec 2024 Maladministration Ashford Borough Council (202419849) Case 202419849 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s reports of: repairs to the staircase. repairs to the windows. … 20 Dec 2024 Partial Maladministration Aster Group Limited (202312581) Case 202312581 · Financial The complaint is about the landlord’s: handling of damp and other repairs in the property. repair to a blocked toilet … 20 Dec 2024 Maladministration Babergh District Council (202405744) Case 202405744 · Information and data management The complaint is about the landlord’s handling of the resident’s reports about the boiler, immersion, drainage system in the bathroom, … 20 Dec 2024 Partial Maladministration Basildon Borough Council (202334594) Case 202334594 · Financial The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the property. Damage caused by its … 20 Dec 2024 No Maladministration Bolton at Home Limited (202313535) Case 202313535 · Old Property Condition categories The complaint is about the landlord’s response to the resident’s reports that her kitchen extractor was not working effectively. 20 Dec 2024 Partial Maladministration Clarion Housing Association Limited (202313537) Case 202313537 · Estate Management The complaint is about: The landlord’s handling of the resident’s request for a replacement key fob. The landlord’s handling of … 20 Dec 2024 Reasonable Redress Clarion Housing Association Limited (202337611) Case 202337611 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s: Reports of harassment and noise by a neighbour. Concerns about … 20 Dec 2024 Partial Maladministration Curo Places Limited (202314163) Case 202314163 · Financial The complaint is about the landlord’s handling of: Roof repairs and insulation to the resident’s property. Damp and mould in … 20 Dec 2024 Partial Maladministration ForHousing Limited (202312262) Case 202312262 · Old Complaints Handling categories The complaint is about the landlord’s handing of: The resident’s reports of damp and mould, and the associated repairs. The … 20 Dec 2024 Partial Maladministration Great Places Housing Association (202318095) Case 202318095 · Financial The complaint is about the landlord’s handling of: The repairs including damp and mould in the property. Designating the resident … 20 Dec 2024 No Maladministration GreenSquareAccord Limited (202312962) Case 202312962 · Financial The complaint is about: The landlord’s response to the resident’s concerns about the administration of her rent account and the … 20 Dec 2024 Reasonable Redress GreenSquareAccord Limited (202334620) Case 202334620 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s reports of: A blockage under the kitchen sink. Damp and … 20 Dec 2024 Maladministration Haringey London Borough Council (202308897) Case 202308897 · Estate Management REPORT COMPLAINT 202308897 Haringey London Borough Council 23 December 2024 Our approach The Housing Ombudsman’s approach to investigating and determining … 20 Dec 2024 Maladministration Haringey London Borough Council (202343873) Case 202343873 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of damp and mould due to disrepair. The landlord’s … 20 Dec 2024 Maladministration Harlow District Council (202408330) Case 202408330 · Managing Relations The complaint is about the landlord's response to the resident's reports of a leaking roof and damp and mould. We … 20 Dec 2024 Maladministration Hexagon Housing Association Limited (202209040) Case 202209040 · Information and data management The complaint is about: the landlord’s handling of the resident’s concerns about its planned works in her home. that she … 20 Dec 2024 No Maladministration Home Group Limited (202309672) Case 202309672 · Managing Relations The complaint is about the landlord’s handling of: Concerns raised about staff conduct. The associated complaint. 20 Dec 2024 Partial Maladministration Housing 21 (202445677) Case 202445677 · Estate Management The complaint is about the landlord’s handling of: The level of rent and service charge. Communication about the rent and … 20 Dec 2024 Partial Maladministration Hyde Housing Association Limited (202306973) Case 202306973 · Health and Safety (inc. building safety) The complaint is about: The landlord’s handling of the resident’s reports of a leak in the shower room. The landlord’s … 20 Dec 2024 Partial Maladministration Islington Council (202403261) Case 202403261 · Moving/Buying/Selling Home The complaint is about: The landlord’s handling of the resident’s concerns about housing points she had been awarded and the … 20 Dec 2024 Maladministration Lambeth Council (202314594) Case 202314594 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of excessive heat in the property. The landlord’s handling … 20 Dec 2024 Maladministration London Borough of Ealing (202222523) Case 202222523 · Local Authority / ALMO or TMO The complaint is about the landlord’s handling of the resident’s reports of problems with the cold-water supply. The Ombudsman has … 20 Dec 2024 Partial Maladministration London Borough of Hackney (202324870) Case 202324870 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports about: Windows and insulation. Damp and mould. 20 Dec 2024 Partial Maladministration London Borough of Harrow (202305653) Case 202305653 · Old Complaints Handling categories The complaint is about the landlord’s handling of: The resident’s reports that her boiler was faulty, including a period when … 20 Dec 2024 Partial Maladministration London Borough of Lambeth (202308455) Case 202308455 · Local Authority / ALMO or TMO The resident’s complaint is about the landlord’s: Response in relation to damp and mould; Response in relation to tree works; … 20 Dec 2024 No Maladministration London & Quadrant Housing Trust (L&Q) (202218346) Case 202218346 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident about: A pest infestation. Works being done to the flat … 20 Dec 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202226399) Case 202226399 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s request to move. The Ombudsman has also investigated the landlord’s … 20 Dec 2024 Maladministration London & Quadrant Housing Trust (L&Q) (202230100) Case 202230100 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s reports of the cleanliness and condition of the communal areas. … 20 Dec 2024 Partial Maladministration London & Quadrant Housing Trust (L&Q) (202329496) Case 202329496 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould and a subsequent pest … 20 Dec 2024 Partial Maladministration Midland Heart Limited (202226996) Case 202226996 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Handling of the resident’s concerns …