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 (202106127)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (‘ASB’) by his neighbours, including noise and throwing cigarette butts into the resident’s garden.
Habinteg Housing Association Limited (202202823)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is regarding the landlord’s response to the resident’s reports about being affected by cooking smells entering her property.
Wandle Housing Association Limited (202015753)
Partial Maladministration
Complaint: Estate Management
The complaint is regarding the landlord’s response to the resident’s concerns about a contractor’s misuse of communal parking facilities and damage caused. This Service has also made a separate finding regarding the landlord’s handling of the resident’s complaint.
Estuary Housing Association Limited (202127401)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled repairs at the property and the level of compensation it offered.
Orbit Housing Association Limited (202210331)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request for a replacement shed.
Wandle Housing Association Limited (202205088)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s request to pave her back garden to prevent pests from burrowing.
Arhag Housing Association Limited (202101604)
Maladministration
Complaint: Estate Management
This complaint is about the landlord’s handling and response to the resident’s reports of: repairs required to the communal lift; repairs required to the windows in the property; water penetration through the ceiling during rainfall; the landlord’s record keeping and …
Hyde Housing Association Limited (202106742)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The resident has complained about the landlord’s: Handling of noise nuisance from a flat on the floor above. Communication with the resident in relation to the issue. Handling of the associated formal complaint.
Hyde Housing Association Limited (202117794)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to the resident’s immersion heater. The associated complaint.
Sanctuary Housing Association (202205743)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Communication regarding appointments for a gas safety check, a stop tap leak and a damp and mould inspection. Handling of the associated complaint.
Sanctuary Housing Association (202105061)
No Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the priority awarded to the resident’s transfer application. the repairs to the resident’s property following the leak into the lounge; the related complaint.
Sanctuary Housing Association (202205114)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s requests for drainage repairs to be completed.
Cottsway Housing Association Limited (202205746)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of, and response to, the resident’s application for a mutual exchange.
Clarion Housing Association Limited (202128256)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s reports about a communal wall; complaints handling.
Clarion Housing Association Limited (202109046)
No Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s concerns related to staff conduct. The landlord’s complaint handling.
Hyde Housing Association Limited (202206639)
Partial Maladministration
Complaint: Information and data management
The complaint is about the landlord’s: Response to the resident’s concerns that the property was unhabitable. Handling of repairs that the resident reported on the start date of his tenancy. Complaint handling. Record keeping.
West Kent Housing Association (202123016)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's response to the resident’s concerns about proposed changes to the alert systems at their property.
West Kent Housing Association (202000668)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of defects with his new build property.
Guinness Housing Association Limited (202206324)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the amount of compensation offered by the landlord following its handling of a sewage leak at the resident’s home.
Sanctuary Housing Association (202209120)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports regarding her: toilet (including the quality of repair works, record keeping, communication, and level of compensation); windows.
Sanctuary Housing Association (202207322)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of bedbugs in his home. The landlord’s handling of the associated complaint.
Sanctuary Housing Association (202207445)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her property. The associated complaint.
Clarion Housing Association Limited (202016525)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident about damp and mould at her property.
Sovereign Housing Association Limited (202207363)
Partial Maladministration
Complaint: Information and data management
The complaint is about the landlord’s handling of: Toilet repairs and the bathroom adaptation. The resident’s reports of issues with the repair contractor’s conduct. The associated complaint. A reported data breach due to the resident’s personal information being shared with …
Sanctuary Housing Association (202200139)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s request for replacement of the windows and external doors at her property.
Clarion Housing Association Limited (202111768)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of: a. the resident’s request for an inspection of her heating system; b. the associated complaint.
Orbit Housing Association Limited (202103215)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of damage caused by a leak from the property above; The landlord’s handling of repairs needed to windows; and The landlord’s handling of the formal complaint.
Orbit Housing Association Limited (202109170)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s Right to Buy (RTB) application.
Orbit Housing Association Limited (202126257)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of outstanding repairs to her boiler leaving her with a lack of heating and hot water, and the level of compensation that it offered her for this.
Hightown Housing Association Limited (202107538)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of defects in the property. The landlord’s handling of the resident’s complaint about the condition in which the property had been handed over to her.
Orbit Housing Association Limited (202115952)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Response to the resident’s reports of two damp patches to the ceiling at the property. Complaint handling. Record keeping.
Sanctuary Housing Association (202115661)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about: Flooring in the property. A tree in the garden of the property. The shower at the property.
Sovereign Housing Association Limited (202013956)
Maladministration
Complaint: Managing Relations
The resident’s complaint is about the landlord's handling of repairs to a leak in the roof of the property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint about this matter.
Sanctuary Housing Association (202127230)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of several repair issues, including damage to the guttering, flooring, several doors and a stop tap leak. The associated complaint.
Shepherds Bush Housing Association Limited (202116969)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s reports about: Water ingress. The state of the communal hallway flooring. Frequent lift breakdowns.
Clarion Housing Association Limited (202006472)
Partial Maladministration
Complaint: Financial
This complaint is about the landlord’s handling of the resident’s: Request for the rent arrears to be waived. Request for a management move. The related complaint.
Thames Valley Housing Association Limited (202014178)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. This Service has also made a finding regarding the landlord’s handling of the resident’s complaint.
Hyde Housing Association Limited (202203223)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: Repairs to the resident’s window. The resident’s reports of a pest infestation which caused damage to her property in 2017/18. The resident’s report that her light fitting remains damaged following previous rodent …
Sovereign Housing Association Limited (202203493)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s requests for disability adaptations to her bath recommended by her occupational therapist (OT). The landlord’s handling of the associated complaint.
Clarion Housing Association Limited (202119286)
Reasonable Redress
Complaint: Financial
The level of compensation offered by the landlord in recognition of acknowledged service failures relating to its administration of the resident’s service charge account.
Clarion Housing Association Limited (202015276)
No Maladministration
Complaint: Managing Relations
The resident’s complaint is about the landlord's handling of external redecoration works to the property. The landlord’s complaint handling has also been considered.
Sanctuary Housing Association (202107321)
Maladministration
Complaint: Occupancy Rights
This complaint is about the landlord’s handing of concerns raised by the resident since April 2021 about access to his property.
Hyde Housing Association Limited (202120928)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Handling of the resident’s request to be given prior written notice of any appointments. Handling of the resident’s report that her bathroom was cold. Complaint handling.
Clarion Housing Association Limited (202115884)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s request for aids and adaptations to the property. The landlord’s complaints handling has also been investigated.
Sanctuary Housing Association (202205924)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the repair and replacement of the resident’s front door.
Cotman Housing Association Limited (202016991)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s application to be rehoused.
Clarion Housing Association Limited (202102182)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the resident’s concerns that that the landlord has withheld consent for adaptations works to be carried out.
Hyde Housing Association Limited (202204116)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports of outstanding repairs to the garden.
Clarion Housing Association Limited (202108787)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s request for succession to the tenancy at the property.
Complaint: Old Property Condition migrated-2025
The complaint is regarding the landlord’s handling of repairs to the resident’s shower.