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"
Anchor Hanover Group (202122869)
Outside Jurisdiction
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of damage to their possessions following a leak.
A2Dominion Housing Group Limited (202009687)
Maladministration
Complaint: Old Estate Management categories
The complaint is about the landlord’s response to the resident’s report about the standard of cleaning and maintenance in the communal areas, including the bin store.
Gentoo Group Limited (202112841)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s: report that a leak under her kitchen had resulted in damage to her property and an unpleasant smell throughout her property; request to be transferred to a more suitable property.
Walsall Housing Group Limited (202008533)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s housing transfer. void repairs it carried out to the resident’s property. the related complaint.
Places for People Group Limited (202107651)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord's response to reports about its staff member’s conduct towards the resident. The landlord’s complaint handling.
The Riverside Group Limited (202106360)
Outside Jurisdiction
Complaint: Financial
The complaint is about the landlord’s response to the resident’s concerns about service charge increases.
One Housing Group Limited (202014714)
Maladministration
Complaint: Financial
The complaint is about the landlord’s: response to the resident’s request for information relating to the service charge accounts. communication regarding the service charge accounts, and its handling of the formal complaint.
Southern Housing Group Limited (202006100)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: implementation of its unacceptable behaviour policy to restrict the resident’s contact; response to the resident’s requests for support; complaint handling, including; refusal to consider the resident’s disrepair claim under its complaints policy; delays to …
Southern Housing Group Limited (202011687)
Partial Maladministration
Complaint: Estate Management
The complaint concerns the landlord’s: handling of repairs to resident’s bathroom, roof and front door. response to concerns he raised about rubbish in the communal areas and the car park. response to resident’s request to be transferred. handling of the …
One Housing Group Limited (202102208)
No Maladministration
Complaint: Financial
REPORT COMPLAINT 202102208 One Housing Group Limited 31 July 2022 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 […]
Home Group Limited (202109994)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered to the resident following acknowledged service failures in carrying out repairs to fix a roof leak.
Anchor Hanover Group (202114698)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s report of a potential pest infestation issue within the loft area of the property.
Longhurst Group Limited (202008739)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about landlord’s: Handling of a request for repairs to the boiler. Handling of a gas fire check and subsequent decision to cap the fire. Response to report of a gas leak on 20 December 2020. Complaint handling.
Longhurst Group Limited (202105677)
Maladministration
Complaint: Managing Relations
The complaint is about: The level of compensation offered by the landlord in respect of its acknowledged failings in responding to the resident’s reports of a leak at the property. The landlord’s complaint handling.
Longhurst Group Limited (202112155)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a pest infestation, and the repairs required to resolve the issue.
One Housing Group Limited (202105381)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
This complaint is about the landlord’s handling of: the resident’s request for an EWS1 form; the related complaint.
Southern Housing Group Limited (202006745)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to: The resident’s reports of various repairs namely: A fault with a dimmer switch in the lounge of the property. Wooden panels being removed in the communal area. A boiler repair. The resident’s …
Southern Housing Group Limited (202007717)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s concerns about: delays to information relating to the increased electricity costs as part of the service charge; the apportionment of electricity costs between properties in the block; information provided when …
Thirteen Housing Group Limited (202102442)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of an operative causing damage to his property.
Abri Group Limited (202103454)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of a faulty kitchen sink. Complaints handling.
Platform Housing Group Limited (202115334)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs to the property’s hot water system. The landlord’s complaints handling.
A2Dominion Housing Group Limited (201913356)
Partial Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s response to the resident’s reports of a faulty bathroom design. The landlord’s response to the resident’s reports of fire doors being left open. The landlord’s response to the resident’s reports of a malfunctioning fire …
Home Group Limited (202004272)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the residents’ requests to have a mobility scooter and ramp removed from the rear yard.
Southern Housing Group Limited (202008950)
Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of repairs to: The resident’s immersion heater. The mixer taps to the resident’s bath.
A2Dominion Housing Group Limited (202107344)
Reasonable Redress
Complaint: Financial
The complaint is about: The resident’s dispute of the accuracy of her service charges. The landlord’s handling of the resident’s service charge enquiries.
A2Dominion Housing Group Limited (202110110)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s reports of a lack of top soil in his front and back garden, and his requests for compensation.
Abri Group Limited (202114840)
Reasonable Redress
Complaint: Managing Relations
The complaint concerns how the landlord responded to the resident’s reports of inappropriate conduct by a staff member.
Southern Housing Group Limited (202111282)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about damaged items following a leak at the property
A2Dominion Housing Group Limited (202012131)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports about: Repairs to the communal entrance door and intercom . Lack of communal smoke alarms. Rodent issues. The Ombudsman has also considered the landlord’s complaint handling.
Platform Housing Group Limited (202114386)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request for it to make improvements to his kitchen.
Aster Group Limited (202108508)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of multiple defects in her new-build home.
Gentoo Group Limited (202101116)
Partial Maladministration
Complaint: Financial
The complaint is regarding the landlord’s: Handling of the resident’s repairs reports. Response to the resident’s concerns over the price of her energy bills.
Anchor Hanover Group (202002338)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to repair reports to the: Kitchen and cooker hood. Doorbell. The landlord’s handling of reports of staff conduct. The Ombudsman has also considered the landlord’s handling of the complaint.
Home Group Limited (202100663)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about how the landlord handled reports of antisocial behaviour (ASB) from the resident.
Southern Housing Group Limited (202118131)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s concerns about the condition of the property when he moved in. The landlord’s handling of outstanding repairs. The landlord’s complaints handling.
Southern Housing Group Limited (202102647)
Severe Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of damp and mould at the property. The associated communication and complaints handling.
A2Dominion Housing Group Limited (202106070)
No Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202106070 A2Dominion Housing Group Limited 18 February 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
Home Group Limited (202114665)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of issues concerning drainage and flooding in the property’s rear garden.
A2Dominion Housing Group Limited (202004192)
Partial Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s queries about service charges. The landlord’s handling of the resident’s concerns about the level of cleaning in the bin store area. The landlord’s contact with the resident’s mortgage lender.
Southern Housing Group Limited (202107885)
Reasonable Redress
Complaint: Managing Relations
REPORT COMPLAINT 202107885 Southern Housing Group Limited 11 February 2022 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 […]
Settle Group (202121780)
Outside Jurisdiction
Complaint: Information and data management
The complaint is about the resident’s concerns relating to the landlords handling of her data.
Orbit Group Limited (202006952)
Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202006952 Orbit Group Limited 3 February 2022 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 is […]
Anchor Hanover Group (202100002)
No Maladministration
Complaint: Financial
The complaint concerns how the landlord administered the resident’s rent account.
Aster Group Limited (202113626)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns: How the landlord responded to the resident’s reports of antisocial behaviour. The landlord’s decision to decline the resident’s request for a management transfer.
Complaint: Financial
The complaint concerns the landlord’s handling of a compensation request following reports of damp and mould.
Southern Housing Group Limited (202113632)
Partial Maladministration
Complaint: Managing Relations
The complaint refers to the landlord’s handling of: The repair to the resident’s heating and hot water system and its offer of compensation. The associated complaint.
Anchor Hanover Group (202115872)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a bed bug infestation at her property.
Southern Housing Group Limited (202013713)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB).
Anchor Hanover Group (202107997)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of repairs to the resident’s boiler and shower room.
Orbit Group Limited (202005473)
Maladministration
Complaint: Managing Relations
This complaint is about: The landlord’s response to the resident’s reports of a blocked drain causing sewage to overflow in the property; The landlord’s handling of the resident’s subsequent complaint.