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 (202121055)
Outside Jurisdiction
Complaint: Estate Management
The complaint is about the landlord’s handling of: The resident’s reports that his neighbour removed his fence without permission. The resident’s request that it take steps to confirm the boundary line between his and his neighbour’s property, and relocate the …
Clarion Housing Association Limited (202119610)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered by the landlord in relation to its handling of the resident’s request to access communal areas for boiler repairs.
Mount Green Housing Association Limited (202219679)
Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s handling of information provided to the resident about their tenancy agreement and tenancy status.
Unity Housing Association Limited (202127712)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s reports that the white goods in their property were faulty when he moved in.
Wandle Housing Association Limited (202207924)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The tenancy sign-up procedure and the alleged rent discrepancy in the tenancy agreement. The associated complaint.
Clarion Housing Association Limited (202206997)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202206997 Clarion Housing Association Limited 9 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 […]
Clarion Housing Association Limited (202124743)
Maladministration
Complaint: Managing Relations
The resident’s complaint is about the landlord’s handling of reports of damp and mould. The landlord’s complaint handling and communication with the resident has also been considered.
Clarion Housing Association Limited (202203423)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of loss of hot water from the kitchen tap. The associated complaint.
Clarion Housing Association Limited (202204038)
Partial Maladministration
Complaint: Financial
The complaint is about the: The reasonableness of the service charge for the 2018/19 financial year. Information provided about the service charge, specifically the administration of the resident’s service charges and the timeliness of the information provided by the landlord.
Guinness Housing Association Limited (202207316)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of drainage issues in her shower and her request for it to install a wet room. The associated complaint.
Clarion Housing Association Limited (202116797)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Handling of the resident’s reports of a neighbour building a garden structure. Handling of their reports of anti social behaviour (ASB) and noise nuisance. Handling of the resident’s complaint. Communication with the resident.
Orbit Housing Association Limited (202123222)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of damp and mould in his property. The Ombudsman has also considered the landlord’s complaint handling in relation to this case.
Sovereign Housing Association Limited (202204966)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s response when the resident asked the landlord to explain the difference in rent paid by the resident and a neighbour.
Wandle Housing Association Limited (202115617)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of mould, damp and leaking toilet in the property. The resident’s complaint.
Sanctuary Housing Association (202213241)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s reports about: The safety of his communal back garden’s surfaces and fencing. Its garden maintenance of trees and hedges.
Sovereign Housing Association Limited (202120922)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports of damp and mould; response to the resident’s request for his electrics to be reviewed. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202125676)
Reasonable Redress
Complaint: Financial
The complaint concerns: How the landlord handled the resident’s concerns relating to the communal electricity in the building being suppled from the resident’s meter. The associated formal complaint into this matter.
Hightown Housing Association Limited (202215632)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of works required to the property allocated to the resident before his tenancy could commence.
Sanctuary Housing Association (202203195)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord's response to the resident's request to cut back trees in the back garden of the resident’s property.
Sanctuary Housing Association (202211416)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s administration and communication in relation to the resident’s service charge query.
Wandle Housing Association Limited (202100169)
Outside Jurisdiction
Complaint: Financial
The complaint is about how the landlord handled the resident’s request for compensation to damaged window shutters in 2018.
Wandle Housing Association Limited (202205585)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s request that it: Redecorate his bathroom following water leaks. Compensate him for costs he incurred as a result of these leaks.
Clarion Housing Association Limited (202124288)
No Maladministration
Complaint: Estate Management
This complaint is about the landlord’s: Decision not to install a particular style of fence. Response to the resident’s concerns about the boundary line. Response to the resident’s concerns that he had been discriminated against.
Clarion Housing Association Limited (202219504)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s request for a management move.
Hyde Housing Association Limited (202103794)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s responses to: Repairs in the property. Reports of intermittent heating and hot water.
Hyde Housing Association Limited (202104715)
Maladministration
Complaint: Financial
This is about the landlord’s handling of the residents request for an explanation of the difference between the estimated and actual charges for the financial years 2017/18, 2018/19 and 2019/20.
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.
Sanctuary Housing Association (202207214)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
Clarion Housing Association Limited (202122624)
Partial Maladministration
Complaint: Estate Management
The complaint concerns: How the landlord handled an electric repair in the communal area of the building. The associated formal complaint into this matter.
Clarion Housing Association Limited (202208917)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of wet room repairs, and the associated amount of compensation offered.
Habinteg Housing Association Limited (202124509)
No Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of blocked drains outside her property. The landlord’s complaints handling.
Manningham Housing Association Limited (202104146)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s concerns about it referring her to a mental health agency. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
Sanctuary Housing Association (202107263)
Severe Maladministration
Complaint: Managing Relations
The resident’s complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the property. Handling of the resident’s complaint including their request for compensation for items damaged by mould.
Sanctuary Housing Association (202204755)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: record keeping and communication regarding tree works in the communal area; handling of concerns about the resident’s behaviour and its subsequent apology, and; complaint handling.
Sanctuary Housing Association (202205737)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of:
Wandle Housing Association Limited (202009248)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Requests for repairs to her kitchen cabinet lights. Complaint.
Wandle Housing Association Limited (202125476)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to the resident’s kitchen. The resident’s request for a replacement kitchen. The resident’s complaints.
Bromford Housing Association Limited (202114834)
No Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s decision to remove the communal porch doors to the resident’s property. its associated complaint handling.
Clarion Housing Association Limited (202120262)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: The resident’s reports concerning antisocial behaviour. The resident’s request for a management transfer. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202123575)
Maladministration
Complaint: Financial
The complaint is about the landlord's decision to charge the resident following the termination of a previous tenancy, and its subsequent decision to offset compensation against this outstanding balance.
Sovereign Housing Association Limited (202007310)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Reports that the property is cold and draughty and its handling of repairs to rectify the problem. The associated complaint.
Clarion Housing Association Limited (202123152)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is the landlord’s handling of: The resident’s reports of noise nuisance within the property. The associated complaint.
Derwent Housing Association Limited (202211282)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation awarded for acknowledged service failures in the landlord’s response to reports of problems with drainage at the property.
Hyde Housing Association Limited (202128560)
Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s formal complaint about service charge administration.
Arawak Walton Housing Association Limited (202116152)
No Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s maintenance of communal grounds; The landlord’s handling of reports of poor staff conduct toward the resident.
Guinness Housing Association Limited (202201117)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to reports of sink back surges into his property; handling of the associated repairs; handling of the resident’s concerns about his property being left unsecured, and; handling of the overall complaint.
Thames Valley Housing Association Limited (202118215)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the delays in the resident’s move to a new property owned by the landlord.
West Kent Housing Association (202127861)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of asbestos in the resident’s property, including: The information provided at tenancy sign up; and The removal of asbestos from the property.
Wandle Housing Association Limited (202201923)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: record keeping; handling of the resident’s reports of a rodent infestation and the associated repairs; response to the associated complaint.
Clarion Housing Association Limited (202124981)
Maladministration
Complaint: Managing Relations
The resident has complained about the landlord’s handling of the following: a leak into her property, and The subsequent complaint.