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"
Gateway Housing Association Limited (202110301)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of:
Clarion Housing Association Limited (202122801)
Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s decision not to provide the resident with a designated parking space, following its error in advising that the property came with designated parking. The landlord’s complaints handling.
Clarion Housing Association Limited (202108929)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation that the landlord has offered to the resident for the delay in repairing a faulty external door that did not lock.
Hyde Housing Association Limited (202100238)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs following a leak. The landlord’s complaint handling.
Belgrave Neighbourhood Co-op Housing Association Limited (202013243)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s heating and hot water system.
Clarion Housing Association Limited (202012087)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s: Reports of a rat infestation. Repairs including damp and mould. Requests for a rent refund and to be rehoused.
Clarion Housing Association Limited (202013901)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident complains about the landlord’s handling of her concerns regarding damp and mould at her property.
Sovereign Housing Association Limited (202120855)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s concerns about antisocial behaviour by a neighbour, in relation to the neighbour’s dog and fence.
Thames Valley Housing Association Limited (202108291)
No Maladministration
Complaint: Financial
The complaint is about: The landlord's response to the resident’s concerns regarding fire safety at the pro p erty and how this impacted on the sale of their property . The landlord’s response to the resident’s request for a refund …
Thames Valley Housing Association Limited (202113301)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: reports of noise nuisance and anti-social behaviour (‘ASB.’) request for reasonable adjustments in communication. complaint through its internal complaints process. subject access requests. concerns about staff conduct. counter allegations against …
Clarion Housing Association Limited (202102291)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to reports of repairs required to the: Conservatory. Shed. Complaint handling.
Derwent Housing Association Limited (202103153)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about: The landlord’s handling of the resident’s complaint of 31 May 2019 regarding her reports of anti-social behaviour (ASB) by her neighbours, fencing and other issues. The resident’s complaint of 16 June 2020 about: How the landlord …
Lincolnshire Rural Housing Association Limited (202119325)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s positioning of a replacement oil tank in the resident’s back garden.
Derwent Housing Association Limited (202106364)
Outside Jurisdiction
Complaint: Financial
This complaint is about the service charge relating to drainage repairs.
Thames Valley Housing Association Limited (201912488)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about: The resident’s liability to pay for some of her service charges. A legal charge against the resident’s property. The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours. The landlord’s response to …
Sanctuary Housing Association (201805588)
No Maladministration
Complaint: Financial
REPORT COMPLAINT 201805588 Sanctuary Housing Association 22 April 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 is […]
Sanctuary Housing Association (202105364)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord's handling of the resident's requests for rehousing, handling of complaints of antisocial behaviour (ASB) by and about the resident and that the landlord would not allow him to keep a pet at the property.
Together Housing Association Limited (202101314)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of a repair to the resident’s boiler.
Habinteg Housing Association Limited (202112314)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled the resident’s reports about the condition of the bathroom and kitchen in the property.
Nottingham Community Housing Association Limited (202016531)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
Sovereign Housing Association Limited (202121336)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request for battens to be installed to her home.
Shepherds Bush Housing Association Limited (202103675)
Outside Jurisdiction
Complaint: Old Estate Management categories
The complaint concerns the landlord’s handling of repairs.
Thames Valley Housing Association Limited (202110462)
Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of the resident’s requests for information and documentation relating to service charges. The complaint is also about the landlord’s associated handling of the complaint.
Clarion Housing Association Limited (202120354)
Outside Jurisdiction
Complaint: Financial
The complaint concerns the resident’s liability for rent following the end of the tenancy.
Gateway Housing Association Limited (202118564)
Partial Maladministration
Complaint: Estate Management
The resident has complained about the landlord’s: handling of the resident’s request to remove the tree in their garden. response regarding the resident’s reports of its contractor’s conduct. complaint handling. The resident has also complained about discrimination by the landlord’s …
Clarion Housing Association Limited (202015561)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202015561 Clarion Housing Association Limited 7 April 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 […]
Great Places Housing Association (202108718)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to and the replacement of the resident’s back door. The associated complaint.
Sanctuary Housing Association (202003722)
Partial Maladministration
Complaint: Estate Management
This complaint is about the landlord’s handling of: reports made by the resident prior to 2018 of cracks to her bedroom and living room walls and ceilings; the resident’s more recent reports of cracks to her bedroom and living room …
Sovereign Housing Association Limited (202115743)
Outside Jurisdiction
Complaint: Health and Safety (inc. building safety)
The complaint concerns the resident’s belief that their former property was unsafe.
Clarion Housing Association Limited (201915800)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the resident’s boiler.
Hyde Housing Association Limited (202011955)
Reasonable Redress
Complaint: Information and data management
The complaint is about: The completeness of information/disclosure provided to the resident’s legal team as part of the disrepair claim. The landlord's views of the facts of the case and the subsequent level of compensation.
Hyde Housing Association Limited (202016195)
Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s: Response to the resident’s reports of racist hate crime. Complaint handling.
Complaint: Old Health and Safety categories
The complaint is about:
Progress Housing Association Limited (202105214)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s anti-social behaviour (“ASB”) reports. The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202104706)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s report of damp and mould in the property and the repair to the front door. The complaint is about the level of compensation for the resident’s damaged belongings. The complaint …
Sanctuary Housing Association (202108331)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of the boiler repair following an annual gas service. The landlord’s response to the resident’s request for reimbursement for his privately hired contractor. The landlord’s response to allegations about the gas engineer contractor …
Shepherds Bush Housing Association Limited (202118932)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s decisions regarding replacing the windows in the resident’s home.
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s report of a pest infestation in her property and request for compensation for damages and rent reduction
Clarion Housing Association Limited (202102780)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s handling of: The resident’s concerns about the communal window cleaning service. The resident’s concerns about its lack of communal cleaning services and its administration of her service charges for these.
Hyde Housing Association Limited (202011024)
Partial Maladministration
Complaint: Financial
The leaseholder complains about: The liability to pay for services delivered by the landlord which the leaseholder does not consider reasonable, the level of service charges, and alleged ongoing and extensive errors in service charge accounts. The classification of the …
Orbit Housing Association Limited (202116059)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of an ant infestation at the resident’s property. The landlord’s complaints handling.
Clarion Housing Association Limited (202014874)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord's handling of the resident's concerns regarding nuisance from her neighbour's cats. The landlord’s complaint handling.
Great Places Housing Association (202117663)
No Maladministration
Complaint: Old Property Condition migrated-2025
The resident’s complaint is that a replacement unit the landlord installed in his kitchen does not match the existing units and is of poor quality.
Hyde Housing Association Limited (202012164)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s reports of water ingress and damp in her bedroom and living room; the related complaint.
Orbit Housing Association Limited (201909362)
Maladministration
Complaint: Managing Relations
The resident has complained about the landlord’s handling of her reports of damp and mould within her property and the subsequent damage it has caused. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202112683)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a leak from the roof of the property.
Clarion Housing Association Limited (202116441)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s report of a leak and the level of compensation offered. The landlord’s handling of the associated complaint.
Hastoe Housing Association Limited (202015774)
Partial Maladministration
Complaint: Information and data management
The complaint is about:
Thames Valley Housing Association Limited (202101951)
Reasonable Redress
Complaint: Financial
The complaint is about: T he landlord’s response to the resident’s request for a breakdown of their service charges and increase in charges. The landlord’s handling of the resident’s instructions to market the resident’s property on the resident’s behalf. The …
Gateway Housing Association Limited (202114470)
Maladministration
Complaint: Financial
The complaint is about: The landlord’s administration of the resident’s service charge. The landlord’s complaints handling.