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"
Great Places Housing Association (202302849)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of a leak in an ensuite bathroom. The landlord’s complaint handling has also been investigated.
Sanctuary Housing Association (202304261)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Associated complaint.
Clarion Housing Association Limited (202219861)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of a lack of heating and hot water at the property. The landlord’s handling of the resident's request to relocate the gas meter at the property. The associated complaint …
Clarion Housing Association Limited (202303330)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s: Concerns about a lack of services charged for but not provided specifically for the lift, intercom and cleaning. Request for a managed move. Items outside her property. Related complaint.
Clarion Housing Association Limited (202220476)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of removal of the resident’s vehicle and its contents.
Clarion Housing Association Limited (202302116)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s request for a permanent decant due to damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202230032)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s complaint about its handling of repairs to windows in her property.
Sanctuary Housing Association (202230688)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s application of anti-mould treatment solution at the resident’s property. The landlord’s complaint handling has also been investigated.
Sanctuary Housing Association (202303963)
No Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s response to the resident’s concerns of a lack of security lighting. The landlord’s response to the resident’s report of paint damage to the property.
Shepherds Bush Housing Association Limited (202228666)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Reports of repairs required to his property to prevent pests entering. Complaint.
Clarion Housing Association Limited (202216603)
Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202216603 Clarion Housing Association Limited 10 April 2024 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 […]
Sanctuary Housing Association (202224287)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s requests for repairs to: The hot water system. The front door.
Sanctuary Housing Association (202229332)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: repairs following the resident’s reports of damp and mould. the resident’s complaint and claim for damaged possessions. The resident has also complaint about the impact of the damp and mould within the …
Clarion Housing Association Limited (202302046)
Partial Maladministration
Complaint: Estate Management
The complaint is about: The landlord's handling of repairs to a communal door. The landlord’s complaint handling.
Cottsway Housing Association Limited (202209529)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s: Response to recharges that were raised for major works carried out. Complaint handling.
Clarion Housing Association Limited (202123561)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The information provided by the landlord when the property was offered and whether there was a supply of gas to the property. The landlord’s response to concerns about gas safety and its handling of reports of …
Clarion Housing Association Limited (202214815)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handing of the resident’s reports of: Repairs to: Windows. Back door. Noise. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202220271)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to: repairs to the communal roof and gutter rising damp and black mould. the associated complaint.
Hexagon Housing Association Limited (202112592)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s: Handling of the resident’s requests to be re-housed and for increased priority banding. Response to the resident’s internal transfer request. Handling of the related complaint.
Hyde Housing Association Limited (202212600)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: Reports of anti-social behaviour. The resident’s complaint.
Sanctuary Housing Association (202233982)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to: The resident’s reports of pest infestations in the property. The resident’s request to be rehoused. This report also looks at the landlord’s handling of the resident’s complaints.
Sanctuary Housing Association (202304970)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Reports of no heating or hot water. Reports of outstanding repairs. Request for a temporary decant. Associated formal complaint.
Clarion Housing Association Limited (202207527)
No Maladministration
Complaint: Information and data management
This complaint is about the landlord’s handling of the resident’s: Concerns about CCTV installed on the premises The associated complaint.
Cotman Housing Association Limited (202219362)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Knowledge and information management. Handling of the resident’s reports of antisocial behaviour (ASB). Complaint handling.
Sanctuary Housing Association (202300819)
Reasonable Redress
Complaint: Information and data management
The complaint is about the landlord’s response to the resident’s communication preferences.
West Kent Housing Association (202232049)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about: The landlord’s handling of the resident’s request for a management move due to anti social behaviour. The landlord’s handling of the resident’s complaint.
Great Places Housing Association (202218300)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the resident’s reports concerning the landlord’s handling of: Repairs required to the property including: The shower and shower cubicle. A faulty ventilation system that caused damage to carpets, walls, curtains and soft furnishings. A request to …
Hyde Housing Association Limited (202124820)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of disrepair in the property. A replacement kitchen. The Ombudsman has also considered the landlord’s complaints handling.
Hyde Housing Association Limited (202214409)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: handling of reports of damp and mould. response to the resident’s request to be rehoused. complaint handling.
Clarion Housing Association Limited (202226481)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s report of an abandoned property. The Ombudsman has also investigated the landlord’s complaint handling.
Hyde Housing Association Limited (202216709)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to reports of a reoccurring roof leak. The associated complaint handling.
Irwell Valley Housing Association Limited (202224154)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s: Concern about the time taken to replace the wooden walkways at the property. Concern about the liability for the works, and the associated increase in service charges. Queries about service …
Clarion Housing Association Limited (202225025)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: Reports of damp and mould at the property. Reports of outstanding repairs at the property. The associated complaint.
Sanctuary Housing Association (202231198)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of repairs to the roof of the resident’s property. This Service has also looked at the landlord’s complaint handling.
Clarion Housing Association Limited (202210484)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s decision to evict the resident and dispose of her personal belongings from the property. The landlord’s complaint handling.
Together Housing Association Limited (202226532)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to the property. The resident’s complaint.
Clarion Housing Association Limited (202231277)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of: The resident’s mutual exchange. Repairs to the property following the mutual exchange. Pest control within the property.
Clarion Housing Association Limited (202200595)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s report of a leak. The landlord’s handling of the resident’s request to be decanted. The landlord’s response to the resident’s request for matching kitchen units. The landlord’s response to the …
Clarion Housing Association Limited (202215143)
Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of a decant following a fire at the resident’s property, including the resident’s reports that her new property did not meet her disability needs. The landlords handling of the resident’s concerns about items …
Clarion Housing Association Limited (202313883)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of roof repairs, condensation and cold.
Shepherds Bush Housing Association Limited (202218434)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and the associated damp and mould. Associated complaint.
Hyde Housing Association Limited (202306541)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s request to be rehoused. The Ombudsman has also investigated the landlord’s complaint handling.
Clarion Housing Association Limited (202302137)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of repairs at the property. Complaint handling.
Sanctuary Housing Association (202301864)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Reports of leaks into the property. Associated formal complaint.
Clarion Housing Association Limited (202200379)
Maladministration
Complaint: Information and data management
The complaint is about the landlord’s handling of a windows repair. The Ombudsman has also considered the landlord’s: Record keeping. Complaint handling.
Clarion Housing Association Limited (202203294)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of and response to: the resident’s reports of antisocial behaviour (ASB). the resident's installation of CCTV cameras. the resident’s management transfer application. The Ombudsman has also considered the landlord’s complaint handling.
Arawak Walton Housing Association Limited (202221248)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to reports of ongoing damp and mould.
Castles & Coasts Housing Association Limited (202221875)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the sale of the late resident’s property. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.
Clarion Housing Association Limited (202204243)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: Reports of a leak and damp and mould in the resident’s bathroom. Concerns from the resident about antisocial behaviour (ASB) from a neighbour. The associated complaint handling.
Clarion Housing Association Limited (202017591)
Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about how the landlord handled: The resident’s reports of noise nuisance, antisocial behaviour and tenancy breaches from her upstairs neighbour. The resident’s concerns that the path outside her house and a corridor were being used inappropriately by …