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"
Sovereign Housing Association Limited (202014664)
Partial Maladministration
Complaint: Estate Management
This complaint is about: The level and reasonableness of the resident’s service charges. The landlord’s handling of the resident’s concerns regarding: Roof repairs. External painting of the block. The standard of the grounds maintenance service. Car parking.
Tuntum Housing Association Limited (202005850)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the residents reports of: Anti-social behaviour (ASB) including noise and nuisance and harassment. The landlord’s complaint handling.
Hyde Housing Association Limited (202012309)
Reasonable Redress
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s parking arrangements. The landlord’s associated complaint handling.
One Housing Group Limited (202106911)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s concerns about the actions of the Residents’ Association.
Hyde Housing Association Limited (202013546)
No Maladministration
Complaint: Old Property Condition migrated-2025
The resident has complaint about the landlord’s handling of a pigeon infestation and related works to his roof.
Sanctuary Housing Association (202012638)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident's reports of defects at his new build property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Clarion Housing Association Limited (202017448)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports that the property is too cold – due to the location and operation of the Auto Opening Vent (AOV) system.
Clarion Housing Association Limited (202107040)
Partial Maladministration
Complaint: Managing Relations
The complaint is about:
Thames Valley Housing Association Limited (202108098)
Outside Jurisdiction
Complaint: Information and data management
The complaint is about the landlord’s handling of the resident’s formal complaint about its response to her subject access request.
Clarion Housing Association Limited (202015970)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s: Response to the resident’s reports of damage to the property’s front door. Delay in setting up the resident’s rent and service charge account. Complaint handling.
Irwell Valley Housing Association Limited (202111977)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of the sale of the resident’s shared ownership property.
Clarion Housing Association Limited (202001355)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s: Response to the resident’s reports of a leak at a neighbouring property and the subsequent repairs and associated damage. Complaint handling. Response to the resident’s reports of a leak at the property which occurred …
Clarion Housing Association Limited (202015742)
Outside Jurisdiction
Complaint: Financial
REPORT COMPLAINT 202015742 Clarion Housing Association Limited 11 November 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine […]
Clarion Housing Association Limited (202009298)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) noise nuisance.
Sanctuary Housing Association (202016572)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint concerns how the landlord dealt with the resident’s reports of antisocial behaviour (ASB) and noise nuisance: Prior to December 2019. From December 2019 onwards.
Clarion Housing Association Limited (202108504)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord's response to the resident’s concerns regarding the condition of the property’s back door and the landlord’s handling of the associated formal complaint.
Guinness Housing Association Limited (202012379)
No 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. The landlord’s handling of the associated complaint.
Hightown Housing Association Limited (202009452)
No Maladministration
Complaint: Managing Relations
The complaint is about: The local authority’s decision to allocate the property to the resident and the conduct of the Allocations Officer. The landlord’s response to the resident’s concerns regarding the safety of the electrical, water, drainage, and heating systems. …
Thames Valley Housing Association Limited (202016953)
Reasonable Redress
Complaint: Financial
The complaint is about: The landlord’s handling of the resident’s communal electricity charges and refund. The landlord’s handling of the resident’s associated complaint.
Wandle Housing Association Limited (202017622)
Outside Jurisdiction
Complaint: Financial
The landlord’s handling of the resident’s reports they were missold their property due to the increase and level of service charges they are liable to pay. The landlord’s response to the resident’s reports that the landlord had violated the section …
Sovereign Housing Association Limited (202106885)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of soundproofing to the resident’s home.
Phoenix Community Housing Association (Bellingham and Downham) Limited (202004846)
No Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s response to the resident’s reports of overcrowding and difficulties experienced with the bidding process.
Sanctuary Housing Association (202108590)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint concerns the accuracy of a listing on Devon Homes Choice.
Clarion Housing Association Limited (202103372)
No Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of staff conduct during a telephone call in May 2020. The landlord’s response to the resident’s reports of staff conduct during an inspection on 13 January 2021. The landlord’s …
Arawak Walton Housing Association Limited (201908574)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s reports about damp, mould and repairs issues and her request to be rehoused.
Clarion Housing Association Limited (202014589)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports about service charges and communal cleaning and maintenance.
Clarion Housing Association Limited (202016583)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered to the resident further to his reports of leaks into his property. The resident made a formal complaint on 23 May 2020 that the landlord had not dealt with disrepair to …
Clarion Housing Association Limited (202110940)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of noise from a neighbour.
Complaint: Health and Safety (inc. building safety)
This complaint is about the landlord’s handling of the resident’s report of the sounding of the carbon monoxide alarm.
Clarion Housing Association Limited (202016236)
Maladministration
Complaint: Estate Management
The complaint is regarding: The landlord’s response to the resident’s reports of a blocked drain. The landlord’s handling of the associated complaint. The Ombudsman has also considered the landlord’s record keeping in relation to this case.
Guinness Housing Association Limited (202100589)
Partial Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s: Response to the resident’s request for compensation for damage caused to his carpets, following a leak. Handling of the associated complaint.
Clarion Housing Association Limited (202015630)
Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s: Handling of repairs to the resident’s specialist disabled toilet. Complaint handling.
Clarion Housing Association Limited (202008232)
Reasonable Redress
Complaint: Managing Relations
The complaint concerns: The landlord’s handling of the resident’s reports of damp and mould in property. Complaint handling.
Clarion Housing Association Limited (202105772)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s request for her laminate and vinyl flooring to be replaced. The resident’s report of no heating and hot water following a leak in her property. The reports of damp and …
Hyde Housing Association Limited (202015952)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s reports about:
Phoenix Community Housing Association (Bellingham and Downham) Limited (202013299)
Reasonable Redress
Complaint: Managing Relations
The complaint is regarding: The landlord’s response to the resident’s report of a leak. The landlord’s complaint handling.
Hyde Housing Association Limited (202102587)
Outside Jurisdiction
Complaint: Financial
The complaint is about an increase of rent, which the resident believes has been set too high.
Sanctuary Housing Association (202013347)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of the resident’s reports of Anti-social behaviour (ASB).
Elim Housing Association Limited (201809906)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about: a. the level of the landlord’s service charges for items such as building and grounds maintenance; b. allegations of discriminatory practice on the part of the landlord; c. the landlord’s response to the resident’s reports about: …
Nehemiah United Churches Housing Association Limited (202011019)
Outside Jurisdiction
Complaint: Financial
The landlord’s administration of the resident’s service charge account. The landlord’s response to the resident’s concerns about the reasonableness and legitimacy of service charges.
Wandle Housing Association Limited (202014677)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord's: Administration of the rent account and its subsequent decision to recover a refund made in error. Failure to respond to a data protection request.
Clarion Housing Association Limited (202011935)
Partial Maladministration
Complaint: Financial
The complaint concerns: The landlord’s response to reports of a chip in the bath. The landlord’s assertion that the resident is not permitted access to communal areas. The landlord’s failure to tell the resident of the sinking fund she would …
Clarion Housing Association Limited (202100430)
Partial Maladministration
Complaint: Managing Relations
The complaint refers to: The landlord’s handling of repairs needed to the resident’s fence following damage caused by a neighbour. The landlord’s handling of the resident’s associated complaint.
Nottingham Community Housing Association Limited (202009349)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of concerns the resident raised about the style of bath installed during a bathroom upgrade.
Guinness Housing Association Limited (202012044)
Reasonable Redress
Complaint: Financial
This complaint is about the landlord’s handling of: its eviction of the resident due to rent arrears; the disposal of the resident’s possessions after the eviction; the related complaint.
Complaint: Old Property Condition migrated-2025
The complaint is about the handling of an outstanding repair to the fence.
Thames Valley Housing Association Limited (202102166)
Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s response to the resident’s reports of plumbing noise, and the level of redress it offered in response.
Clarion Housing Association Limited (202009639)
No Maladministration
Complaint: Old Property Condition migrated-2025
The resident complains about the landlord’s response to her reports of repairs required at the property.
Clarion Housing Association Limited (201907892)
Outside Jurisdiction
Complaint: Financial
The complaint is about the landlord's management of the resident’s rent account, which resulted in an overpayment at the resident’s previous property.
Complaint: Old Property Condition migrated-2025
The resident complained about the landlord’s response to their reports about: