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 (202111638)
Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s response to the resident’s request to install motorised blinds to the outside of the property.
Wandle Housing Association Limited (202200372)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The size of the replacement toilet provided by the landlord. The associated complaint.
Great Places Housing Association (202204457)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of reports of damp in the property, and the length of time taken for remedial work to be completed.
Hyde Housing Association Limited (202105372)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the repair to the resident’s boiler and subsequent offer of compensation. The landlord’s associated complaint handling.
Thames Valley Housing Association Limited (202017426)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about the delay in completing the renewal of the resident’s bathroom and kitchen.
Habinteg Housing Association Limited (202002958)
No Maladministration
Complaint: Information and data management
The complaint is about: The landlord’s response to the resident’s reports that the landlord falsified documents. The landlord’s response to the resident’s reports of staff conduct. The landlord’s response to the resident’s request for a move. The landlord’s handling of …
Orbit Housing Association Limited (202121373)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s decision to recharge the resident for damage caused to temporary accommodation.
Guinness Housing Association Limited (202128330)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled reports of damp and mould in the property and its decision not to offer compensation for damage caused to the resident’s personal items .
Manningham Housing Association Limited (202118694)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports about the condition of the property, including her concerns about pests and repairs. The landlord’s complaint handling.
Sanctuary Housing Association (202123803)
No Maladministration
Complaint: Managing Relations
The complaint concerns: The landlord’s decision to issue a letter and email relating to its intention to begin possession proceedings and its handling of the resident’s concerns about its decision. The amount of compensation offered by the landlord for delays …
Habinteg Housing Association Limited (202008560)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports that her taps and shower were not working properly. Complaint handling.
Hyde Housing Association Limited (202121737)
No Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202121737 Hyde Housing Association Limited 9 September 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 […]
Connect Housing Association Limited (202012071)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of: A gas leak that impacted the residents health. The length of time it took to repair the heating and hot water system. Damp issues. The conduct of the …
Hyde Housing Association Limited (202126119)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: the landlord’s handling of repairs to the resident’s bathroom including, amongst others: replacement of the radiator, re-tiling, installing the resident’s new toilet. the landlord’s handling of the resident’s complaint.
Clarion Housing Association Limited (201916107)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of repairs to the guttering and downpipes at the resident’s property and the compensation offered for delay. The landlord’s response to the concerns raised about internal damage to the resident’s property. The landlord’s …
Clarion Housing Association Limited (202205716)
Outside Jurisdiction
Complaint: Managing Relations
REPORT COMPLAINT 202205716 Clarion Housing Association Limited 4 September 2022 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman […]
Clarion Housing Association Limited (202109659)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s compensation request in respect to structural works, for which she was decanted from her property for seven weeks.
Hyde Housing Association Limited (202103910)
Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s reports of damp in her living room and kitchen; the related complaint.
Phoenix Community Housing Association (Bellingham and Downham) Limited (202112913)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of the resident’s report of recurrent leaks from the property above.
Sovereign Housing Association Limited (202014672)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s compensation claim about leaks which resulted in a decant.
Complaint: ASB/Abuse/Nuisance
The complaint is about:
Wandle Housing Association Limited (202115426)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of: The level of compensation following leaks and associated damage from a boiler repairs. Complaint handling through its internal complaints process.
Clarion Housing Association Limited (202114070)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlords handling of the residents reports of a moth infestation in the property.
Soho Housing Association Limited (202111856)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of the resident’s reports of water ingress, damp, and other repairs to the property. The landlord’s handling of the resident’s temporary decant and his request for a permanent move. The landlord’s complaints handling.
Clarion Housing Association Limited (201914561)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident about: issues with the water pressure and temperature. damp and mould and a request for a surveyor inspection. The Ombudsman has also considered the landlord’s complaints handling.
Clarion Housing Association Limited (202109355)
Severe Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the residents’ reports of drain blockages.
Thames Valley Housing Association Limited (201906959)
Maladministration
Complaint: Estate Management
The resident’s complaint is about: The landlord’s response to the resident’s reported defects in her property including the landlord’s response to the resident’s reports of damage caused to her property and personal belongings by contractors. The landlord’s response to the …
Warwickshire Rural Housing Association Limited (202120658)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s boiler repairs and its offer of compensation for this.
Sanctuary Housing Association (202122653)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of repairs relating to her shed.
Thames Valley Housing Association Limited (202126838)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s concerns about repairs following a leak.
Hyde Housing Association Limited (202102491)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about: How the landlord handled the resident’s personal data. The landlord’s response to: The resident’s reports of ASB by her neighbours. Allegations of ASB made about the resident by her neighbours. The landlord’s handling of the associated …
Shepherds Bush Housing Association Limited (202112342)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; adaptations to the resident’s property; the related complaint.
Clarion Housing Association Limited (202105519)
Maladministration
Complaint: Financial
This complaint is about the landlord’s handling of the resident’s concerns about charges for use of an electrical vehicle charging point.
Innisfree Housing Association Limited (202112421)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB) from a neighbour.
Sanctuary Housing Association (202016075)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns: The landlord’s response to the resident’s reports of noise nuisance from the neighbour in the upstairs flat. The related complaint handling.
Wandle Housing Association Limited (202120180)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s application for a mutual exchange.
Habinteg Housing Association Limited (202012489)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s request for the windows in the property to be renewed. The associated complaint.
Hyde Housing Association Limited (202127047)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s report of a leak underneath her kitchen sink and the subsequent repair issues.
Sanctuary Housing Association (202014997)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaints referred to this Service are about: Rent and service charge increases since the start of the resident’s tenancy and the landlord’s administration of the resident’s rent account. The landlord’s decision to serve a Notice of Seeking Possession (NOSP) …
Broadland Housing Association Limited (202101362)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: the landlord’s response to the resident’s reports of ASB from January 2020 onwards. the landlord’s response to the resident’s reports of ASB between December 2017 and December 2019. a lack of clarity relating to the property’s …
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation the landlord offered in relation to its handling of repairs and its contractor’s conduct.
Clarion Housing Association Limited (202101705)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The resident complains about the landlord’s handling of: Repairs to the lino flooring in the shower room. Repairs to the communal main entrance door. Their concerns about the condition of the bin store and communal areas. Reports of a mouse …
Shepherds Bush Housing Association Limited (202106094)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports about the condition of the windows at the property. Complaints handling.
Croydon Churches Housing Association Limited (202006660)
Partial Maladministration
Complaint: Managing Relations
The complaint is regarding the landlord’s: Response to the resident’s reports of a mouse infestation. Handling of repair reports, including relating to damp and mould in the property and a faulty kitchen light. Handling of the resident’s complaint and its …
Clarion Housing Association Limited (202117113)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s: Request for a refund of the service charges and details of the costs. The landlord’s management of the resident’s rent account. The Ombudsman has also considered the landlord’s complaint handling …
Shepherds Bush Housing Association Limited (202107472)
No Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s: Decision not to add the resident’s two children as members of the household on the tenancy. Response to a report of mice in the property.
Great Places Housing Association (202122850)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident complains about the landlord’s response to her reports of damage caused to her property following a leak, and the level of compensation/redress offered for this.
Sanctuary Housing Association (202100264)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of the resident’s reports concerning the condition of the kitchen at her property. The landlord’s response to the resident’s request for the kitchen to be replaced.
Wandle Housing Association Limited (202012550)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs at the resident’s property. The landlord's response to the resident’s assertion that his property was illegal and in breach of the Decent Homes Standard, the Building Act 1984, and unsafe in …
Hyde Housing Association Limited (202016984)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports about: Notification of a rent increase. Anti-Social Behaviour (ASB) from a neighbour. Fire Safety. The landlord’s associated complaints handling has also been investigated.