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 3,519 of 16,227 decisions matching "association"
Clarion Housing Association Limited (202334429)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of a leak at a neighbouring property causing damage to her property. The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202344107)
Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the resident’s request to repair or replace her windows and doors.
Hyde Housing Association Limited (202347343)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and associated damp. Complaint.
Hyde Housing Association Limited (202422113)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of outstanding repairs. This report has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202328170)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB), and the associated request for a housing transfer. We have also considered the landlord’s complaint handling.
Together Housing Association Limited (202422315)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s Concerns about the conduct of a staff member. Reports of harassment from a neighbour.
Sanctuary Housing Association (202343564)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord's decision to open the communal door of the resident's building for public access.
Sanctuary Housing Association (202348283)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Damp and mould and kitchen repairs at the resident’s property. The associated complaint.
Hexagon Housing Association Limited (202425750)
Maladministration
Complaint: ASB/Abuse/Nuisance
The resident’s complaint is about the landlord’s handling of: Damp, mould and associated repairs. Soundproofing in the property. A home transfer request. A reported pest infestation. Management of asbestos in the property. The Ombudsman has also considered the landlord’s record …
Clarion Housing Association Limited (202413120)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour. The complaint.
Arawak Walton Housing Association Limited (202423457)
Reasonable Redress
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the resident’s reports of repairs including: A window. A bathroom leak. The associated damp and mould.
Clarion Housing Association Limited (202416025)
Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of the resident’s reports of: Damage to the garden steps. Subsidence in the garden.
Great Places Housing Association (202325078)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of defects in a new build property.
Hyde Housing Association Limited (202345644)
Partial Maladministration
Complaint: Financial
REPORT COMPLAINT 202345644 Hyde Housing Association Limited 29 August 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
Orbit Housing Association Limited (202347409)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord's handling of the resident’s reports about other residents placing bins in a position which restricted access to her property. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
Phoenix Community Housing Association (Bellingham and Downham) Limited (202418797)
Reasonable Redress
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the resident’s reports about dampness, humidity and mould.
Sanctuary Housing Association (202446528)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s reports of repairs to: Remedy structural issues. The bathroom. Kitchen units. Living room window. Storage heaters. We have also considered the landlord’s complaint handling.
Wandle Housing Association Limited (202416073)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Reports of outdoor lighting. Reports of uneven garden slabs. Associated complaint.
Clarion Housing Association Limited (202226928)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports about the condition of the windows and her request for replacement. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202311492)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s: Communication. Request for a reasonable adjustment. Concerns about his neighbourhood response officer. Repair requests and concerns regarding the condition of his property. Request for a management transfer.
Clarion Housing Association Limited (202420892)
Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s response to the resident’s reports of flooding in his property.
Clarion Housing Association Limited (202423108)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s: Concerns about the security of the communal bike store. Request for compensation following the theft of her bike.
Clarion Housing Association Limited (202423789)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s handling of the installation of an intercom system. We have also considered the landlord’s complaint handling.
Great Places Housing Association (202325840)
No Maladministration
Complaint: Managing Relations
This investigation considers: The landlord’s response to the resident’s reports of a faulty freezer. The resident’s reports of repairs to a patio door. The landlord’s complaint handling.
Rooftop Housing Association Limited (202430813)
No Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s response to the resident’s reports of damaged flooring.
Rooftop Housing Association Limited (202441313)
Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s: Reports of damp, mould, and associated repairs. Request for compensation for damaged belongings. The Ombudsman has also investigated the landlord’s complaint handling.
West Kent Housing Association (202419826)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s queries about the service charge.
Castles & Coasts Housing Association Limited (202419776)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of: The resident’s housing application and in particular, the withdrawal of a property offer that the resident believes was due to his request to grow and use cannabis for medicinal use, along with …
Sanctuary Housing Association (202449844)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Reports of leaks. Associated complaint.
Together Housing Association Limited (202416577)
Maladministration
Complaint: ASB/Abuse/Nuisance
The resident’s complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB), including its response to his concerns about discrimination and his information being shared. We have also considered the landlord’s handling of the associated complaint.
Wandle Housing Association Limited (202420851)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord's handling of reports about the condition of the communal bin area.
Complaint: Old Property Condition categories
The complaint is about the resident’s reports of a leak causing damp and mould at the property.
Clarion Housing Association Limited (202311901)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of repairs to address a roof leak at the property and replacement of a dormer window. The Ombudsman has also investigated the landlord’s complaints handling.
Clarion Housing Association Limited (202347323)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord's handling of: The resident's reports of no heating and hot water, a leak and the level of compensation offered. The associated complaint.
Clarion Housing Association Limited (202415814)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s concerns about the standard and frequency of cleaning in communal areas.
Clarion Housing Association Limited (202419523)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of a decant. Response to the resident’s reports of staff attending without notice.
Clarion Housing Association Limited (202444359)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: concerns that he had been treated less favourably than other users of the car park with regards to the landlord’s refusal to issue him a parking permit. transfer requests. associated …
Sanctuary Housing Association (202447372)
Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the resident’s reports of faulty hot water cylinder.
Clarion Housing Association Limited (202422247)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of noise. The Ombudsman has also investigated the landlord’s complaint handling.
Hyde Housing Association Limited (202343866)
Reasonable Redress
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of repairs to the resident’s heating system and the compensation it offered.
Nottingham Community Housing Association Limited (202423297)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s: Complaints regarding damaged living room flooring following a property flood. Reports of repairs.
Sanctuary Housing Association (202344212)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s: Reports of water in the communal lift pit. Request for a service charge refund. We have also considered the landlord’s complaint handling.
Sanctuary Housing Association (202447306)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the leaseholder’s request: To replace the guttering, fascia, soffits and gable end. To repair a leak from the roof. We have also considered the landlord’s complaint handling as part of the investigation.
Clarion Housing Association Limited (202338200)
Reasonable Redress
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of the resident’s reports of: Structural issues with an external wall. Damp and mould and its repair of the associated leaks. A loss of heating and hot water following a repair.
Clarion Housing Association Limited (202420670)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident concerning the letting condition and her repairs reports.
Hyde Housing Association Limited (202429476)
Severe Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of repairs to a communal front door.
Sanctuary Housing Association (202318542)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s repair requests, including: Noise nuisance from an extractor fan Faulty communal lights Emergency lift repairs The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202419490)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s management of: the resident’s reports of repairs and requests for compensation. the resident’s complaints.
Sanctuary Housing Association (202420940)
Reasonable Redress
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of a roof repair, and the resident’s reports of damp and mould at her property.
Sanctuary Housing Association (202441504)
Reasonable Redress
Complaint: Responsive repairs/activity
REPORT COMPLAINT 202441504 Sanctuary Housing Association 15 August 2025 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. […]