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"
Hyde Housing Association Limited (202126628)
Maladministration
Complaint: Financial
REPORT COMPLAINT 202126628 Hyde Housing Association Limited 29 August 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 case. This […]
Together Housing Association Limited (202220628)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s responses to: Snags in the property. The resident’s reports of anti-social behaviour (ASB) from a neighbour. The formal complaint.
Clarion Housing Association Limited (202127738)
Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s request for information about his service charges and its handling of the associated complaint.
Leeds Jewish Housing Association Limited (202012647)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s queries regarding: communal caretaker costs; alarm monitoring and warden services; payment of a support subsidy; apportionment of service charges for communal facilities; staff costs; water charges; backdated communal electricity charges; …
Swan Housing Association Limited (202221979)
Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of an interruption to the resident’s gas supply. The associated compensation request. Staff conduct.
West Kent Housing Association (202214015)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's decision to remove the hardwired lifeline.
Sanctuary Housing Association (202214329)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the: kitchen flooring replacement works; and kitchen base units renewal works.
Bromford Housing Association Limited (202216237)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s report of a leak; complaints handling.
Clarion Housing Association Limited (202211593)
Maladministration
Complaint: Information and data management
The complaint is about the landlord’s handling of reports of a foul odour at the property. This Service has also considered the landlord’s: complaint handling. record keeping.
Sanctuary Housing Association (202214318)
No Maladministration
Complaint: Financial
The complaint is about: The landlord's handling of repairs to the resident’s solar panels. The landlord’s handling of the resident’s complaint about its disposal of her belongings, following a fire in the property.
Railway Housing Association and Benefit Fund (202225070)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord's response to the resident's concerns about a staff member’s conduct during a fire-safety drill. The landlord's handling of the associated complaint.
Wandle Housing Association Limited (202219681)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord's response to the resident’s: Reports of damp and mould as well as cracks in the walls of the property. Request for a permanent decant.
Clarion Housing Association Limited (202201622)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s: Reports of a repair to the adjacent building. The related complaint handling. Objections to service charges relating to the repair.
Mount Green Housing Association Limited (202220870)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and request for compensation.
Broadland Housing Association Limited (202211606)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord's handling of the resident’s request to: Install solar panels at the property. Move to a property that had solar panels or a property where he would be allowed to install solar panels.
Clarion Housing Association Limited (202120227)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord's handling of the resident’s: Decants from the property between April 2021 and June 2021 and January 2022 and February 2022; Request for it to reimburse her for the costs incurred during the decants from …
Clarion Housing Association Limited (202205171)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about: the landlord’s response to the resident’s concerns that the neighbours’ camera doorbells resulted in a loss of privacy for himself and his family, and; complaint handling and the amount of compensation offered.
Hyde Housing Association Limited (202114466)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s: concerns about the price of their energy bills, following the installation of a new boiler. request for a replacement boiler. request to be moved from their property. associated complaint.
Clarion Housing Association Limited (202121016)
Severe Maladministration
Complaint: Old Property Condition categories
The complaint is regarding the landlord’s handling of reported leaks affecting the resident’s property.
Clarion Housing Association Limited (202208650)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of leaks, damp and mould in her bathroom and kitchen. The Ombudsman has also considered the landlord’s complaint handling and record keeping as part of the assessment.
Hightown Housing Association Limited (202121975)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The concerns raised by the resident about the safety and condition of the property when she moved in via a mutual exchange. The associated complaint
Clarion Housing Association Limited (202124449)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord's handling of the resident's request to repay a HomeBuy Loan.
Christian Action (Enfield) Housing Association Limited (202105986)
Severe Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint relates to: The landlord’s management of the resident’s antisocial behaviour (ASB) complaints. The landlord’s management of the resident’s complaint.
Hyde Housing Association Limited (202216788)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to the resident’s windows. The associated complaint.
Swan Housing Association Limited (202211196)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of reports of damp and mould and associated repairs.
Sanctuary Housing Association (202204936)
Partial Maladministration
Complaint: Estate Management
The leaseholder’s complaint is about the landlord’s response to her concerns about: Communal repairs. Communal service provision. The Ombudsman will also consider the landlord’s complaint handling.
Sovereign Housing Association Limited (202014730)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s:
Hyde Housing Association Limited (202117735)
Maladministration
Complaint: Old Complaints Handling categories
The complaint is about: the landlord’s handling of leaks in the property. the landlord’s handling of the complaint.
Sovereign Housing Association Limited (202210706)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the: Repairs to the property following a leak. A request for adaptations. The associated complaint.
Cottsway Housing Association Limited (202219718)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of staff conduct. Communication about keeping dogs at the property.
Guinness Housing Association Limited (202122779)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to reports of water ingress, damp and outstanding repairs at the property. The Ombudsman has also considered the landlord’s: record keeping, and; complaint handling.
Broadland Housing Association Limited (202125350)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Handling of a report of antisocial behaviour (ASB) made against the resident. Retention and disclosure of an unsent letter about the report of antisocial behaviour. Use of its unreasonable complaints policy. Response to a …
Clarion Housing Association Limited (202016220)
Maladministration
Complaint: Financial
The complaint is about: The landlord’s management of the service charge account for the property. The landlord’s handling of the resident’s complaint.
Clarion Housing Association Limited (202120307)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: works to an overhanging tree; the resident’s request for turf to be re-laid; and the associated complaint.
Clarion Housing Association Limited (202214536)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to: a leak in the property, and; a request that it reimburse the resident for damage and costs incurred following the leak.
Guinness Housing Association Limited (202205434)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint was about the landlord’s response to: The resident’s reports of damp and mould. The resident’s reports of antisocial behaviour (ASB). The resident’s reports of fly tipping. The resident’s concerns about the communal grounds maintenance and communal cleaning. The …
Sanctuary Housing Association (201914678)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: The resident’s reports of a rat infestation in the property. The resident’s complaint.
Together Housing Association Limited (202224305)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s boiler.
Wandle Housing Association Limited (202124143)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: repair issues since the beginning of the tenancy, and the associated complaint.
Guinness Housing Association Limited (202210275)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord's handling of repairs to the resident’s ceilings, and its subsequent compensation offer. The landlord's handling of the associated complaint.
Sanctuary Housing Association (202207260)
Partial Maladministration
Complaint: Estate Management
The resident has complained about the landlord’s handling of: her request for operatives to wear new PPE during visits. her report that a streetlight in the car park was not giving sufficient lighting. her report of birds in the roof …
Clarion Housing Association Limited (202125443)
Maladministration
Complaint: Managing Relations
The complaint is about how the landlord responded to the resident’s reports of issues with her toilet cistern. The Ombudsman has also considered the landlord’s complaint handling in this case.
Clarion Housing Association Limited (202207792)
Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s request for communal lighting credits, and the associated complaint handling.
Guinness Housing Association Limited (202216676)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: reports of mould at the property. associated complaint.
Shepherds Bush Housing Association Limited (202120508)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Handling of the works to remedy the faults found to the gas supply serving the block. Handling of the hot water cylinder installation to the resident’s flat. Response to the resident’s request to install …
Swan Housing Association Limited (202207036)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of adaptation works to the rear of the property. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202122932)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of damp reports and repair requests. The landlord’s handling of the related complaint.
Clarion Housing Association Limited (202205997)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: The boiler replacement. Reports of mould within the property. The resident’s request for a replacement kitchen. The resident’s request for adaptations to a communal door. The associated complaint.
Sanctuary Housing Association (202113467)
Severe Maladministration
Complaint: Managing Relations
The complaint is about:
Hyde Housing Association Limited (202206474)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of a leak in the property. The Ombudsman has also investigated the associated complaint and compensation offered.