Housing Ombudsman Decisions

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.

16,227
Total Decisions
11,758
Maladministration Found
2,212
No Maladministration
161
Severe Cases

Decisions by Year

Top Landlords by Volume

Clarion Housing Association Limited 817
Peabody Trust 522
London & Quadrant Housing Trust 517
London & Quadrant Housing Trust (L&Q) 488
Sanctuary Housing Association 360
Metropolitan Thames Valley Housing (MTV) 313

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Browse by Outcome

Severe Maladministration (161) Maladministration (6,396) Partial (5,201) No Maladministration (2,212) Reasonable Redress (1,419) Mediation (232) Outside Jurisdiction (581)

Common Topics (last 2 years)

association occupancy background investigation limited tenancy assured london lives borough council group about november property local authority trust secure bedroom

Top Landlords

Clarion Housing Association Limited (817) Peabody Trust (522) London & Quadrant Housing Trust (517) London & Quadrant Housing Trust (L&Q) (488) Sanctuary Housing Association (360) Metropolitan Thames Valley Housing (MTV) (313) Hyde Housing Association Limited (309) The Guinness Partnership Limited (299) Southern Housing (273) Southwark Council (266) A2Dominion Housing Group Limited (239) Notting Hill Genesis (229)
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Search: "association" × Outcome: Reasonable_Redress ×

Showing 351 of 16,227 decisions matching "association"

Habinteg Housing Association Limited (202201709) Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint concerns the landlord’s handling of the resident’s reportedly unacceptable behaviour.
Case 202201709 · 30 Nov 2023
Hyde Housing Association Limited (202219192) Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s handling of: the resident’s concerns about the provision of parking control; and the resident’s complaint.
Case 202219192 · 10 Nov 2023
Clarion Housing Association Limited (202229270) Reasonable Redress
Complaint: Financial
The complaint is regarding the landlord’s; Communication and handling of the resident’s queries regarding service charges. Complaints handling.
Case 202229270 · 31 Oct 2023
Hyde Housing Association Limited (202112348) Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s: response to the resident’s concerns about the provision and delivery of communal cleaning to the block; and complaint handling.
Case 202112348 · 5 Oct 2023
Clarion Housing Association Limited (202202829) Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs to windows at the property. The Ombudsman has also considered the landlord's complaint handling.
Case 202202829 · 20 Sep 2023
Guinness Housing Association Limited (202311620) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord responded to the residents reports of tiles coming loose and mould in the bathroom of the property.
Case 202311620 · 19 Sep 2023
Warwickshire Rural Housing Association Limited (202216128) Reasonable Redress
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of the resident’s annual gas safety inspection. The Ombudsman has also considered the amount of compensation the landlord offered the resident in response to her complaint.
Case 202216128 · 19 Sep 2023
Sanctuary Housing Association (202125039) Reasonable Redress
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: the resident's reports of antisocial behaviour (ASB) from her neighbour. the associated complaint.
Case 202125039 · 13 Sep 2023
West Kent Housing Association (202214975) Reasonable Redress
Complaint: Information and data management
The complaint is about the landlord’s decision to place a risk alert on the resident’s record.
Case 202214975 · 11 Sep 2023
Clarion Housing Association Limited (202205171) Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about: the landlord’s response to the resident’s concerns that the neighbours’ camera doorbells resulted in a loss of privacy for himself and his family, and; complaint handling and the amount of compensation offered.
Case 202205171 · 14 Aug 2023
Guinness Housing Association Limited (202210275) Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord's handling of repairs to the resident’s ceilings, and its subsequent compensation offer. The landlord's handling of the associated complaint.
Case 202210275 · 28 Jul 2023
Clarion Housing Association Limited (202207384) Reasonable Redress
Complaint: Financial
REPORT COMPLAINT 202207384 Clarion Housing Association Limited 18 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
Case 202207384 · 18 Jul 2023
Clarion Housing Association Limited (202117029) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of a bed bug infestation at the resident’s property.
Case 202117029 · 27 Jun 2023
Orbit Housing Association Limited (202216378) Reasonable Redress
Complaint: Managing Relations
The complaint concerns the landlord’s handling of: The resident’s reports of pests in the loft space of the property. The associated formal complaint into this matter.
Case 202216378 · 16 Jun 2023
Clarion Housing Association Limited (202112113) Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s: reports of his neighbours leaving personal items in the communal areas. associated complaint.
Case 202112113 · 12 Jun 2023
Peak District Rural Housing Association Limited (202208459) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s concerns about his property’s heating system.
Case 202208459 · 11 Jun 2023
Sanctuary Housing Association (202215016) Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Drainage repairs at the resident’s property. The associated complaint.
Case 202215016 · 11 Jun 2023
Unity Housing Association Limited (202119565) Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident about her ‘Right to Acquire’ application.
Case 202119565 · 25 May 2023
Wandle Housing Association Limited (202011182) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s ongoing issues with heating and hot water.
Case 202011182 · 19 May 2023
Clarion Housing Association Limited (202103858) Reasonable Redress
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202103858 Clarion Housing Association 18 May 2023 Our approach The Housing Ombudsman’s approach to investigating and determining […]
Case 202103858 · 18 May 2023
Hexagon Housing Association Limited (202215395) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlords handling of repairs to the resident's boiler.
Case 202215395 · 16 May 2023
West Kent Housing Association (202220036) Reasonable Redress
Complaint: Estate Management
The complaint concerns the level of compensation offered by the landlord following repairs and maintenance to the car park streetlighting.
Case 202220036 · 10 May 2023
Clarion Housing Association Limited (202206997) Reasonable Redress
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202206997 Clarion Housing Association Limited 9 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
Case 202206997 · 19 Apr 2023
Clarion Housing Association Limited (202203423) Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of loss of hot water from the kitchen tap. The associated complaint.
Case 202203423 · 17 Apr 2023
Clarion Housing Association Limited (202125676) Reasonable Redress
Complaint: Financial
The complaint concerns: How the landlord handled the resident’s concerns relating to the communal electricity in the building being suppled from the resident’s meter. The associated formal complaint into this matter.
Case 202125676 · 11 Apr 2023
Thames Valley Housing Association Limited (202118215) Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the delays in the resident’s move to a new property owned by the landlord.
Case 202118215 · 27 Mar 2023
Shepherds Bush Housing Association Limited (202125560) Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the valuation of the resident’s property, and the extension of the lease.
Case 202125560 · 21 Mar 2023
Hyde Housing Association Limited (202121397) Reasonable Redress
Complaint: Managing Relations
The resident complains about: the landlord’s handling of a telephone call on 24 June 2021 the landlord’s handling of the associated complaint.
Case 202121397 · 17 Mar 2023
Clarion Housing Association Limited (202106127) Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (‘ASB’) by his neighbours, including noise and throwing cigarette butts into the resident’s garden.
Case 202106127 · 7 Feb 2023
Habinteg Housing Association Limited (202202823) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is regarding the landlord’s response to the resident’s reports about being affected by cooking smells entering her property.
Case 202202823 · 3 Feb 2023
Sanctuary Housing Association (202205114) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s requests for drainage repairs to be completed.
Case 202205114 · 30 Jan 2023
Guinness Housing Association Limited (202206324) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the amount of compensation offered by the landlord following its handling of a sewage leak at the resident’s home.
Case 202206324 · 17 Jan 2023
Sanctuary Housing Association (202207322) Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of bedbugs in his home. The landlord’s handling of the associated complaint.
Case 202207322 · 16 Jan 2023
Orbit Housing Association Limited (202126257) Reasonable Redress
Complaint: 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 a lack of heating and hot water, and the level of compensation that it offered her for this.
Case 202126257 · 14 Dec 2022
Clarion Housing Association Limited (202119286) Reasonable Redress
Complaint: Financial
The level of compensation offered by the landlord in recognition of acknowledged service failures relating to its administration of the resident’s service charge account.
Case 202119286 · 21 Nov 2022
Sanctuary Housing Association (202205924) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the repair and replacement of the resident’s front door.
Case 202205924 · 15 Nov 2022
Mount Green Housing Association Limited (202201610) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to reports of an alarm fault and its subsequent offer of compensation.
Case 202201610 · 8 Nov 2022
Unity Housing Association Limited (202206322) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the installation a handrail to the steps at the property.
Case 202206322 · 8 Nov 2022
Clarion Housing Association Limited (202110226) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident about her request for cyclical works and pigeon spikes.
Case 202110226 · 31 Oct 2022
Sanctuary Housing Association (202126153) Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in the property and her request for reimbursement for items damaged by the damp and mould. The landlord’s handling of the associated complaint.
Case 202126153 · 31 Oct 2022
Arcon Housing Association Limited (202121447) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s request for shower repairs.
Case 202121447 · 17 Oct 2022
Unity Housing Association Limited (202114884) Reasonable Redress
Complaint: Occupancy Rights
The complaint is about the landlord’s response to the resident’s request for his mother’s therapy (support) dog to stay overnight at the property.
Case 202114884 · 4 Oct 2022
Sanctuary Housing Association (202203991) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the level of compensation offered by the landlord following the loss of heating and hot water at the property.
Case 202203991 · 30 Sep 2022
Shepherds Bush Housing Association Limited (202202420) Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s concerns regarding the security of her post-box in the communal area.
Case 202202420 · 30 Sep 2022
Sanctuary Housing Association (202127336) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of repair issues with the bathroom.
Case 202127336 · 28 Sep 2022
Phoenix Community Housing Association (Bellingham and Downham) Limited (202112913) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of the resident’s report of recurrent leaks from the property above.
Case 202112913 · 31 Aug 2022
Thames Valley Housing Association Limited (202126838) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s concerns about repairs following a leak.
Case 202126838 · 24 Aug 2022
Wandle Housing Association Limited (202120180) Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s application for a mutual exchange.
Case 202120180 · 17 Aug 2022
Hyde Housing Association Limited (202127047) Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s report of a leak underneath her kitchen sink and the subsequent repair issues.
Case 202127047 · 16 Aug 2022
Islington and Shoreditch Housing Association Limited (202127482) Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The landlord’s handling of the resident’s reports of anti-social behaviour.
Case 202127482 · 29 Jul 2022