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 (202105653)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of a leak into his property, and his request for compensation for damaged belongings. The landlord’s handling of the associated complaint.
Sovereign Housing Association Limited (201914495)
Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of the resident’s anti-social behaviour reports.
Wandle Housing Association Limited (202016009)
Partial Maladministration
Complaint: Financial
The complaint is about: The level of the resident’s service charge. The landlord’s handling of external repair and decoration work.
Wandle Housing Association Limited (202112638)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of damp in the property. The landlord’s handling of the associated complaint.
West Kent Housing Association (202111894)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the resident’s query regarding the right to buy.
Sovereign Housing Association Limited (202115437)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of a broken window within the property during its defect period.
Thames Valley Housing Association Limited (202110750)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of: a repair to the resident’s central heating thermostat and her request for compensation related to this. A repair to the wastewater.
Clarion Housing Association Limited (202012064)
Outside Jurisdiction
Complaint: Estate Management
The complaint is about the information provided to the resident about car parking spaces, prior to signing his lease agreement.
Broadacres Housing Association Limited (202103840)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the installation of a new Air Source Heat Pump (ASHP) heating system, and the works which surrounded this.
Hyde Housing Association Limited (202004890)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord's response to: The leaseholder’s request for information regarding service charges. The leaseholder’s complaint. All the landlord’s complaint responses were outside of the timescales given in its complaints policy. The delay in the first response …
Together Housing Association Limited (201901281)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
The resident brought several issues in their complaint to this Service: The landlord’s handling of reports of antisocial behaviour, harassment, and threatening behaviour. The landlord’s handling of the resident’s mutual exchange request and their request to be rehoused or transferred. …
Complaint: Financial
The complaint concerns the landlord’s handling of a compensation request following repairs to the boiler.
Clarion Housing Association Limited (202117493)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of roof repairs to address water leaks; and The damage the leaks caused to the resident’s belongings.
Clarion Housing Association Limited (202119560)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to a window.
Clarion Housing Association Limited (202123275)
Outside Jurisdiction
Complaint: Financial
The complaint concerns whether or not the resident is liable for “water hygiene” service charges.
Bromford Housing Association Limited (202109346)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s decision to not remove the laminate flooring cover in the kitchen prior to the resident moving in. The landlord’s response to the resident’s reports of water damage to the laminate flooring in the kitchen …
Clarion Housing Association Limited (202120606)
Outside Jurisdiction
Complaint: Managing Relations
The complaint concerns the level of rent being charged in relation to the type of tenancy agreement.
Rosebery Housing Association Limited (202114373)
Reasonable Redress
Complaint: Financial
The complaint is about the: reasonableness of the service charge for the year 2019-2020. 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.
Hyde Housing Association Limited (202011049)
Maladministration
Complaint: Managing Relations
The resident’s complaint is about the landlord’s response to a water leak. The Ombudsman has also considered the landlord’s complaint handling.
Orbit Housing Association Limited (202113001)
Outside Jurisdiction
Complaint: Financial
The complaint concerns the landlords handling of reports that the resident’s bicycles were stolen, specifically that: The landlord has not provided adequate security for the property and is therefore liable for the resident’s loss. The landlord delayed in providing information …
Wandle Housing Association Limited (202108812)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of an outhouse (garden shed), built without permission by the previous resident.
Tuntum Housing Association Limited (202102559)
Partial Maladministration
Complaint: Managing Relations
The complaint is regarding: The landlord’s handling of the resident’s Move on Support Package (MoSP) application. The landlord’s response to the resident’s concerns regarding staff conduct and the allocation of a keyworker. The landlord’s handling of the resident’s complaint. The …
Great Places Housing Association (202118432)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about: The landlord’s response to the activation of the resident’s carbon monoxide alarm. The landlord’s handlining of the resident’s complaint
Sanctuary Housing Association (202015195)
No Maladministration
Complaint: Financial
The complaint concerns the landlord’s: Response to the resident’s reports about the level of the service charges. Response to the resident’s queries about the service charge account. Complaint handling.
Clarion Housing Association Limited (202010581)
Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s: handling of the kitchen replacement works including its communication with the resident. response to the resident’s reports of staff attending his property without identification or prior notice. complaint handling.
Clarion Housing Association Limited (202100891)
No Maladministration
Complaint: Information and data management
The complaint is about: The landlord’s response to the resident’s concerns about its handling of her personal data and her concerns about data breaches. The landlord’s response to the resident’s concerns, following the breakdown of her relationship and the subsequent …
Hyde Housing Association Limited (202113286)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of a faulty boiler.
Phoenix Community Housing Association (Bellingham and Downham) Limited (202001538)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s handling of the resident’s repairs between 2012 – 2015. The landlord’s handling of the neighbour dispute concerning ownership of the fence and the location of the boundary. The landlord’s handling of alleged Anti-Social Behaviour …
Sanctuary Housing Association (202101495)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is regarding the landlord’s response to the resident’s reports of anti-social behaviour (ASB). This Service has also made a finding in relation to the landlord’s complaint handling.
Sanctuary Housing Association (202112724)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202112724 Sanctuary Housing Association 26 January 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 […]
Thames Valley Housing Association Limited (202005385)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s: Response to leaks and damp as well as a silverfish infestation in the property. Handling of the resident’s request to be rehoused.
Wandle Housing Association Limited (202004197)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s Response to the resident’s request for compensation for damaged possessions following a leak at the property. Response to the resident’s reports of her neighbour leaving items in the communal hallway of the building. Administration …
Clarion Housing Association Limited (202101610)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports that two of her bicycles had been stolen from a communal bicycle shed. The complaint is also about the landlord’s response to the resident’s reports regarding: ongoing antisocial behaviour …
Guinness Housing Association Limited (202011734)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s request for repairs to be carried out to the gas supply pipe serving her property. The landlord’s handling of the associated complaint.
Clarion Housing Association Limited (202103528)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbour. The Ombudsman has also considered the landlord’s handling of the complaint.
Shepherds Bush Housing Association Limited (202111617)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord's handling of the resident's: reports of a mice infestation in her property communication with the resident and her representative; and reports of various repairs in the property, including repairs and mould in the bathroom …
Clarion Housing Association Limited (202016007)
No Maladministration
Complaint: Old Property Condition migrated-2025
The resident complains about: The landlord’s response to his reports of damp and mould in his property from 2017 to 2019, a complaint about which was escalated through the landlord’s complaint procedure in 2019. The landlord’s response to his reports …
Leeds and Yorkshire Housing Association Limited (202100378)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint refers to the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) from her neighbour and their partner. The associated complaint.
Sanctuary Housing Association (202008536)
Reasonable Redress
Complaint: Managing Relations
The complaint was about the landlord’s handling of:
Thames Valley Housing Association Limited (202005483)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports: that there were outstanding works that should have been completed during the void period prior to her moving in; that the landlord’s staff did not handle her concerns appropriately; …
Hyde Housing Association Limited (202107688)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of repairs in the resident’s property. The landlord’s handling of the associated complaint.
Shepherds Bush Housing Association Limited (202002157)
Partial Maladministration
Complaint: Financial
This complaint is about the landlord’s decision to apply for an Alternative Payment Agreement (APA) and its response to the resident’s offer of a payment plan to clear her arrears.
Arhag Housing Association Limited (202100545)
Partial Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about: The landlord’s offer of compensation in respect of the handling of the initial Right to Acquire (RTA) application and subsequent complaint handling. The resident having to submit a new RTA application form once the decision was …
Thames Valley Housing Association Limited (202111793)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint refers to the resident’s concern about the length of time it took the landlord to update its records following the sale of her property.
Sanctuary Housing Association (202103334)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of multiple repair issues at her property, including: a crack in the external wall of the property; a boundary wall in a state of disrepair; a roof leak. The …
Clarion Housing Association Limited (202101179)
No Maladministration
Complaint: Old Property Condition migrated-2025
This complaint is about: The landlord’s response to the resident’s request for reimbursement of plumbing costs and repairs to damage following a toilet leak. The landlord’s handling of the resident’s reports of damp and mould in the communal area of …
Sanctuary Housing Association (202004745)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of: Repair work to the resident’s property following a water leak in January 2020. The resident’s reports of a pest infestation in her property.
Shepherds Bush Housing Association Limited (202107108)
Maladministration
Complaint: Managing Relations
The complaint refers to the landlord’s handling of: The resident’s reports of a blocked drain and his request for compensation. The associated complaint.
Clarion Housing Association Limited (202119314)
Outside Jurisdiction
Complaint: Financial
The complaint concerns the landlords handling of the resident’s request for a refund of service charges.
Hyde Housing Association Limited (202106440)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlords handling of: Repairs to the residents guttering, garden and communal entrance of the property and the resident’s reports of damp and mould. The associated complaint. The resident’s concerns about the conduct of a contractor …