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 2,188 of 16,227 decisions matching "group"
Orbit Group Limited (202217852)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s request to replace the pathway to the property.
Southern Housing Group Limited (202204459)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s improvement request. The associated complaint.
A2Dominion Housing Group Limited (202002090)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s concerns about: his application to purchase a property through the right to buy scheme; disrepair at his property, including a pest infestation, damage to the walls, and damp and mould; …
Home Group Limited (202126796)
Partial Maladministration
Complaint: Financial
The resident’s complaint is about: The landlords handling of the resident’s dissatisfaction with the standard of communal cleaning. The landlords handling of the resident’s dissatisfaction with the grounds maintenance contract. The landlord's handling of the resident’s complaint and level of …
Muir Group Housing Association Limited (202201833)
No Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s response to a complaint about communal cleaning provision. The landlord not providing a breakdown of service charges.
The Riverside Group Limited (202206444)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s noise reports. The landlord’s complaint handling.
Southern Housing Group Limited (202211508)
Maladministration
Complaint: Estate Management
The complaint concerns the landlord’s handling of: The resident’s concerns about parking arrangements at her property and issues with her parking permit. The associated complaint.
The Riverside Group Limited (202111905)
Partial Maladministration
Complaint: Financial
The complaint is about: The time taken for the landlord to amend the resident’s service charge. The landlord’s complaint handling.
Whitefriars Housing Group Limited (202006631)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202006631 Whitefriars Housing Group Limited 30 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 […]
One Housing Group Limited (202115156)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s: Reports of issues with the communal aerial. Concerns about the administration of her service charge account. Concerns that it had offset a compensation payment against arrears. Reports about the lift …
The Riverside Group Limited (202012317)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the reinstatement of the resident’s flat number sign to its original location, and the level of compensation offered for this.
East Midlands Housing Group Limited (202119605)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of drainage issues at the property, including the length of time taken to resolve these. The Ombudsman has also considered the landlord’s complaint handling.
Southern Housing Group Limited (202205106)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the handling of repairs to the property following a leak, the condition of the property when handed back to the resident and the level of compensation offered by the landlord.
The Housing Plus Group Limited (202126872)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the property. Handling of repairs to a toilet leak in the property. Handling of the resident’s complaint.
A2Dominion Housing Group Limited (202124746)
No Maladministration
Complaint: Estate Management
This complaint is about the landlord’s handling of items left in the communal areas.
Home Group Limited (202114545)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns: The landlord’s response to the resident’s anti-social behaviour reports including concerns about the neighbours’ parking. The related complaint.
Longhurst Group Limited (202204944)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about the condition of the storage heaters within the property and their subsequent energy usage.
Aster Group Limited (202209004)
Reasonable Redress
Complaint: Managing Relations
REPORT COMPLAINT 202209004 Aster Housing Group Limited 2 September 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what […]
One Housing Group Limited (202118749)
No Maladministration
Complaint: Estate Management
This complaint is about the resident’s reports of the landlord’s handling of: The level of service charge. The standard of the ground maintenance service paid for by way of service charge. The administration of service charge account. Non-residents parking on …
A2Dominion Housing Group Limited (202105952)
Maladministration
Complaint: Financial
The complaint is about the landlord’s: Response to the resident’s reports of a leak into the property. Response to the resident’s reports of damage to his property as a result of the leak. Complaint handling.
Anchor Hanover Group (202121516)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of a notice ordering the resident to not smoke in his property prior to, and during works carried out by contractors, and its response to his associated reports of harassment.
Aster Group Limited (202216405)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s request to have her windows replaced.
Southern Housing Group Limited (202016267)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handing of: Repairs to the resident’s windows. The associated complaint.
Grand Union Housing Group Limited (202212586)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of no heating following the replacement of her boiler.
A2Dominion Housing Group Limited (202113836)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
A2Dominion Housing Group Limited (202118562)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s decision not to remove the steps at the front of the resident’s building.
Gentoo Group Limited (202128308)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the tone, content and language used in correspondence the residents received from the landlord.
Home Group Limited (202123009)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: handling of the resident’s reports of anti-social behaviour (ASB); response to the resident’s complaint.
The Riverside Group Limited (202209742)
Maladministration
Complaint: Managing Relations
The landlord’s handling of the plastering repairs to the kitchen and living room celling, and its subsequent offer of compensation. The landlord’s associated complaint handling.
The Riverside Group Limited (202121870)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the consultation process with residents, prior to the 2021 partnership between the landlord and another housing association. The Service has also considered any associated complaint handling.
Southern Housing Group Limited (202111826)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Response to the resident’s reports of a leak to the communal area of their block. Handling of required actions identified during a Fire Risk Assessment (FRA). Adherence to Section 20 consultation requirements. Complaint handling …
Southern Housing Group Limited (202103252)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of outstanding repairs at the property. Complaint handling.
Aster Group Limited (201915243)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of the resident’s reports about: the signup process. the condition of the flooring at the start of the tenancy. the heating. the door entry system. electrics comprising the oven and hob, external lights, …
Jigsaw Homes Group Limited (202204058)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint was about: The landlord’s response to the resident’s reports of antisocial behaviour.(ASB) The resident’s request to install sound-proofing insulation. The landlord’s complaint handling.
The Riverside Group Limited (202201403)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the repairs to the heating and hot water system, and the amount of compensation offered.
A2Dominion Housing Group Limited (202120246)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: repairs to the resident’s bathroom. the resident’s complaint about the repairs.
Futures Housing Group Limited (202205122)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: The replacement of the resident’s communal letterboxes. The resident’s complaint.
Home Group Limited (202120696)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of: Major works to the property and the necessary decants for the works to be carried out. The conduct of the contractors carrying out the work at the property. The level of compensation …
Jigsaw Homes Group Limited (202110298)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s request for a transfer due to accessibility needs.
Orbit Group Limited (202105165)
Maladministration
Complaint: Information and data management
This complaint is about the landlord’s: Response to a rat infestation; Complaint handling; Record keeping.
Home Group Limited (202203691)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to the resident’s boiler. The associated complaint.
The Riverside Group Limited (202204392)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) by her neighbour.
Anchor Hanover Group (202206059)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Response to its contracted parking company wrongly issuing parking tickets to the resident. Complaint handling.
Home Group Limited (202112948)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s handling of the resident’s complaint as part of the assessment.
One Housing Group Limited (202015286)
No Maladministration
Complaint: Financial
The resident’s complaint is about the landlord's handling of repairs to the intercom system, its calculation and administration of the service charge, its communication about the customer service charge.
Prima Housing Group Limited (202208297)
No Maladministration
Complaint: Managing Relations
The resident has complained about: The landlord’s response to his concerns regarding the energy efficiency of his home. The landlord’s handling of communications in relation to his reports.
Platform Housing Group Limited (202116253)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s concerns regarding grounds maintenance and his request for a refund of the grounds maintenance service charge.
The Riverside Group Limited (202118590)
Partial Maladministration
Complaint: Financial
The complaint is about: the level of service charges compared with other properties on the development. the landlord’s response to the resident’s concerns and queries in relation to service charges and the service provided.
Abri Group Limited (202109697)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s decision to decline the resident’s request to level their garden to make it more accessible. The landlord’s complaint handling.
The Riverside Group Limited (202209646)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request for her shower cubicle to be replaced.