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
Browse by Outcome
Common Topics (last 2 years)
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)
Showing 7,045 of 16,227 decisions matching "limited"
The Guinness Partnership Limited (202102041)
Partial Maladministration
Complaint: Financial
The complaint is regarding the landlord’s: Handling of a repair following a reported leak. Response to the resident’s request for replacement flooring damaged by the leak. This Service has also considered how the landlord managed the resident’s complaint through its …
Thrive Homes Limited (202003370)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns: The landlord's handling of repairs to the bathroom ceiling, floor, and shower screen. The landlord's handling of repairs to the kitchen ceiling.
Habinteg Housing Association Limited (202016889)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
NOTE: AMENDED INVESTIGATION REPORT Case Ref: 202016889 Created by Gillian Lowdon on 15/12/2021 10:45:24 Title: NOTE: AMENDED INVESTIGATION REPORT Category: Case Notes Activity Date: 15/12/2021 Body:
Phoenix Community Housing Association (Bellingham and Downham) Limited (202110343)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s concerns regarding: contractors attending during the COVID-19 pandemic. the level of contact from its contractors. Her personal information being shared.
Clarion Housing Association Limited (202101927)
Reasonable Redress
Complaint: Estate Management
The complaint is about the: level of grounds maintenance service charges. landlord’s response to the resident’s concerns about the standard of the grounds maintenance.
Metropolitan Housing Trust Limited (202101759)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s concerns regarding her front and back door.
Catalyst Housing Limited (202107564)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns how the landlord handled the resident’s reports of antisocial behaviour (ASB).
Abri Group Limited (202007568)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s concerns about defects in her property. The landlord’s complaint handling.
Catalyst Housing Limited (202011651)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord's response to the residents’ reports of delays in the staircasing process.
Derwent Housing Association Limited (202015548)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: the resident’s reports of mould in the property; the resident’s reports of anti-social behaviour (ASB); the resident’s request for a property transfer; a notice to quit it issued to the resident.
Guinness Housing Association Limited (202109934)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB).
Metropolitan Housing Trust Limited (202010483)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Response to the resident’s concerns about the removal of the communal fire alarm at the property. Response to the resident’s reports of repairs required at the property following the installation of the communal fire …
One Vision Housing Limited (202005637)
No Maladministration
Complaint: Managing Relations
The complaint is about: The conduct of a member of the landlord’s staff during a phone call on 24 August 2020. The landlord’s communication with the resident about her reports of issues with her neighbours.
Sanctuary Affordable Housing Limited (201914180)
Reasonable Redress
Complaint: Managing Relations
The complaint was about: The landlord‘s response to the resident’s report of rodent infestation, including the level of compensation offered to the resident. The landlord’s complaint handling, including delays in responses.
The Riverside Group Limited (202102149)
No Maladministration
Complaint: Managing Relations
The complaint is about: The comments made by the landlord’s staff, about the resident, to the occupiers of the property next door.
Your Housing Group Limited (202016452)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour consisting of neighbours leaving rubbish and personal items in communal areas. The landlord’s complaint handling.
Aster Group Limited (202111598)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour.
Derwent Housing Association Limited (202010657)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about how the landlord handled: The resident’s report of fly-tipping outside her property following a mutual exchange. A report that the resident had disposed of rubbish in bins allocated to other properties. This complaint is also about …
Home Group Limited (202015585)
No Maladministration
Complaint: Managing Relations
The resident complains about: the landlord refusing her father access into her property during the covid pandemic. the landlord’s failure to act accordingly in line with the Equality Act 2010. the landlord’s handling of her complaint.
Longhurst Group Limited (202108509)
Partial Maladministration
Complaint: Estate Management
REPORT COMPLAINT 202108509 Longhurst Group Limited 18 November 2021 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. This […]
Paradigm Housing Group Limited (202002070)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns the landlord’s: handling of the resident's anti-social behaviour reports concerning a neighbour. handling of the resident’s request for a management move. handling of repairs and maintenance issues. response to her complaint about staff conduct.
Trent & Dove Housing Limited (202004506)
Maladministration
Complaint: ASB/Abuse/Nuisance
The resident has complained about the landlord's handling of his reports of anti-social behaviour (ASB).
Wandle Housing Association Limited (201916149)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s report of damp and mould in her bathroom, in relation to its offer of compensation. The landlord’s complaint handling.
Habinteg Housing Association Limited (202016907)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is regarding: The tone of the landlord’s communication. How the landlord sought to arrange an electrical test at the resident’s property. The landlord allegedly victimising the resident.
Metropolitan Housing Trust Limited (202005072)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of a leak, his requests for compensation, and his request to view its compensation policy.
Network Homes Limited (202104214)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of noise nuisance.
Onward Homes Limited (201909166)
Partial Maladministration
Complaint: Managing Relations
The complaint refers to: The landlord’s handling of the resident’s reports of a lack of hot water in his property and the compensation offered. The resident’s concern regarding the landlord’s comments about his behaviour and issues accessing the property to …
Clarion Housing Association Limited (202013193)
No Maladministration
Complaint: Estate Management
The complaint concerns the landlord’s handling of:
Onward Homes Limited (202100742)
Maladministration
Complaint: Managing Relations
The resident’s complaint is about: How the landlord handled repairs to the windows in a leasehold property from 2020 onwards. How the landlord handled her formal complaint.
Paragon Asra Housing Limited (202002651)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of: excessive noise coming from his neighbour’s property; excessive noise from the communal door to the building; cigarette smoke entering his property from outside the building.
Trident Housing Association Limited (202109500)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of toilet repairs at the property. The landlord’s communication regarding rent payments. The Ombudsman has also investigated the landlord’s complaint handling.
Clarion Housing Association Limited (202008587)
Outside Jurisdiction
Complaint: Financial
The complaint is about: The level of service charges and the affordability of those charges. Issues with the correct level of estimated charges and billing in previous years. The cost level for estate services not being fair in comparison to …
Clarion Housing Association Limited (202012797)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord's response to the resident’s reports of Anti-social behaviour (ASB) and his request for a management transfer.
Gentoo Group Limited (202013767)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s concerns about a repairs visit to his property on 24 November 2020. Delays in the landlord’s complaint responses.
Sovereign Housing Association Limited (202014664)
Partial Maladministration
Complaint: Estate Management
This complaint is about: The level and reasonableness of the resident’s service charges. The landlord’s handling of the resident’s concerns regarding: Roof repairs. External painting of the block. The standard of the grounds maintenance service. Car parking.
A2Dominion Housing Group Limited (202002279)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports of: The quality of cleaning to the windows at the property. The contractor's conduct and use of PPE. The landlord’s complaint handling.
East Midlands Housing Group Limited (202109071)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of the resident’s complaint about the administration of his service charge/rent account. The level and reasonableness of the resident’s service charges.
Metropolitan Housing Trust Limited (202011982)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s decision to change the energy supplier for the provision of communal heating in the building.
Metropolitan Housing Trust Limited (202014430)
Maladministration
Complaint: Estate Management
The resident’s complaint concerns: The landlord's response about the standard of cleaning and ground maintenance in the communal areas. The landlord’s complaint handling.
Orbit Group Limited (202009649)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Handling of the resident’s management move. Response to the resident’s concerns about the cost of heating at the property. Response to the resident’s concerns about a safeguarding matter being raised. Response to the resident’s …
Tuntum Housing Association Limited (202005850)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the residents reports of: Anti-social behaviour (ASB) including noise and nuisance and harassment. The landlord’s complaint handling.
Hyde Housing Association Limited (202012309)
Reasonable Redress
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s parking arrangements. The landlord’s associated complaint handling.
One Housing Group Limited (202106911)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s concerns about the actions of the Residents’ Association.
One Vision Housing Limited (202100235)
Maladministration
Complaint: Estate Management
The complaint is regarding the landlord’s response to the resident’s request for additional works following the installation of a new washing line. The Ombudsman has also considered how the landlord responded to the resident’s complaint.
Orbit Group Limited (202013201)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the installation of a trellis on a neighbouring property.
Paragon Asra Housing Limited (202105462)
Maladministration
Complaint: Financial
The complaint refers to: The landlord’s administration of the resident’s rent account.
Vivid Housing Limited (202104108)
Reasonable Redress
Complaint: Occupancy Rights
The complaint is about the landlord’s handling of its letting process, including the terms set out in the tenancy agreement.
Hyde Housing Association Limited (202013546)
No Maladministration
Complaint: Old Property Condition migrated-2025
The resident has complaint about the landlord’s handling of a pigeon infestation and related works to his roof.
Sanctuary Affordable Housing Limited (202006518)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the concerns raised by the resident about subletting. Decision to issue the resident with an acceptable behaviour contract. Response to the resident’s concerns …
Southern Housing Group Limited (202106187)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to repairs in the resident’s property, in particular who is responsible for progressing an insurance claim.