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"
Sanctuary Housing Association (202005281)
No Maladministration
Complaint: Estate Management
The complaint concerns how the landlord handled the resident’s:
Sovereign Housing Association Limited (202010817)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s reports of an erection of a gate and her reports of noise nuisance in relation to a neighbour’s dogs. The landlord’s complaint handling.
Christian Action (Enfield) Housing Association Limited (202103069)
Maladministration
Complaint: Estate Management
The complaint refers to: The landlord’s handling of repairs needed to the guttering outside the resident’s property and internal works required following water damage. The landlord’s record keeping.
Clarion Housing Association Limited (202106023)
No Maladministration
Complaint: Estate Management
REPORT COMPLAINT 202106023 Clarion Housing Association Limited 16 August 2021 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 […]
Hyde Housing Association Limited (202015762)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202015762 Hyde Housing Association Limited 17 August 2021 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. […]
Hyde Housing Association Limited (202017292)
Partial Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202017292 Hyde Housing Association Limited 10 August 2021 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. […]
Hyde Housing Association Limited (202008966)
Outside Jurisdiction
Complaint: Financial
The complaint is about the level and reasonableness of service charges at the property, including, and in particular, in relation to fire and safety charges and the landlord’s administration of the service charge account overall, including it charging for services …
West Kent Housing Association (202102527)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s response to the resident’s concerns about the standard of paintwork to the back door.
Clarion Housing Association Limited (201904933)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns how the landlord handled repairs to fix water leaks in the property.
Clarion Housing Association Limited (202007620)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) from their neighbour. The type of tenancy the resident has. The landlord’s handling of a mutual exchange. The landlord’s complaint handling.
Sovereign Housing Association Limited (201910574)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of: Mould and damp at the property. Issues with the heating and hot water at the property and its efficiency. Tree maintenance and the provision of a survey report. …
Sanctuary Housing Association (202103455)
No Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202103455 Sanctuary Housing Association 1 August 2021 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 […]
Sovereign Housing Association Limited (202014317)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s request that it install a gate to the resident’s shared garden.
Clarion Housing Association Limited (202004140)
Partial Maladministration
Complaint: Information and data management
The resident complained about the landlord's handling of :
Hyde Housing Association Limited (202012315)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s anti-social behaviour (ASB) reports between 2017 and 2019.
Complaint: Financial
The landlord’s handling of repairs to the resident’s kitchen following a leak.
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the front door repair.
Clarion Housing Association Limited (202000015)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s report of water contamination at the property.
Bromford Housing Association Limited (202006884)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is regarding the landlord’s handling of the lettings process for the complainant’s former tenancy.
Clarion Housing Association Limited (202001388)
Partial Maladministration
Complaint: Estate Management
This complaint is about the landlord’s handling of: concerns raised by the resident about communal cleaning; repairs to the communal door; the resident’s reports of a faulty front door to his flat.
Complaint: ASB/Abuse/Nuisance
The landlord’s handling of the resident’s reports of noise nuisance from the flat above.
Clarion Housing Association Limited (202001459)
Partial Maladministration
Complaint: Financial
The leaseholder complains about: delays to a window repair from September 2019; delays to repairs to a door entry system; service charges for repairs to a door entry system, and; complaint handling.
Hyde Housing Association Limited (202000095)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s request to replace the kitchen worktop. Complaint handling.
Sovereign Housing Association Limited (202016624)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint concerns the landlord’s decision to decline the resident’s applications to purchase the property under the Preserved Right to Buy (PRTB) and Right to Acquire (RTA) schemes.
Hyde Housing Association Limited (201909034)
Outside Jurisdiction
Complaint: Financial
The complaint concerns the level and reasonableness of the service charges.
Clarion Housing Association Limited (202015290)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord's handling of repairs to the resident's front door. The landlord’s handling of the associated complaint.
Clarion Housing Association Limited (202010433)
Maladministration
Complaint: Financial
The resident complains about the landlord’s response to her concerns regarding a rented parking space and associated arrears, and her subsequent formal complaint about the matter.
Clarion Housing Association Limited (202012788)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of the resident’s reports of water leaks from October 2020 onwards. The landlord’s handling of the resident’s reports of historical water leaks. The impact the landlord’s handling of the reports had on the …
Orbit Housing Association Limited (202102294)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of no heating or hot water.
Clarion Housing Association Limited (202009271)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of electric sockets not working in the property. Response to the resident’s reports of a problem with one of the windows in the property. Complaint handling.
Clarion Housing Association Limited (202004901)
No Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202004901 Clarion Housing Association Limited 14 July 2021 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. […]
Clarion Housing Association Limited (202010331)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns how the landlord responded to the resident’s reports of antisocial behaviour (ASB).
Clarion Housing Association Limited (202011727)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The resident complains about how the landlord has responded to his reports of structural issues and cracks in the property.
Sovereign Housing Association Limited (202005862)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s: reports about repair works required at her property; reports about the landlord’s employee’s behaviour; reports about antisocial behaviour (ASB) from her neighbour; request to be transferred to an alternative property.
Habinteg Housing Association Limited (201910893)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s reports of mould growth in her property; the related complaint.
Complaint: Old Property Condition migrated-2025
The landlords handling of the residents reports concerning gardening and guttering issues.
Clarion Housing Association Limited (202101785)
Reasonable Redress
Complaint: Health and Safety (inc. building safety)
REPORT COMPLAINT 202101785 Clarion Housing Association Limited 5 July 2021 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 […]
Trident Housing Association Limited (202002463)
Partial Maladministration
Complaint: Financial
The complaint concerns the landlord’s: Handling of repairs to the property following a leak from a radiator. Refusal to reimburse the resident for damage to his personal items caused by the leak. Formal complaint into these matters.
Community Gateway Association Limited (202006096)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The resident has complained about: The time taken to respond to reports of a beeping fire alarm. Contractors visiting without notice. The standard of cleaning in communal areas, including the inadequate use of Personal Protective Equipment (PPE). The landlord’s response …
Habinteg Housing Association Limited (202016207)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s: Request to repair the cladding on the property. Request to repair the fan in the downstairs toilet in order to prevent smells entering the property. Request to install a lever …
Hastoe Housing Association Limited (202011428)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s reports of ASB. The landlord’s response to the resident’s requests for a copy of her tenancy agreement. The landlord’s handling of the resident’s complaint.
Hyde Housing Association Limited (202000411)
No Maladministration
Complaint: Managing Relations
This complaint is about: The landlord’s response to the resident’s reports of water ingress in her lounge in 2018. The landlord’s refusal to consider the resident’s complaint of 4 April 2020 about the level of compensation it had offered in …
Inquilab Housing Association Limited (202000804)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to reports of repairs in the property including leaks in the bathroom and mould in the bedroom. Complaint handling.
Sanctuary Housing Association (202014667)
No Maladministration
Complaint: Financial
The complaint refers to: The landlord’s handling of a reported leak into the resident’s property. The level of compensation offered by the landlord following the leak.
Clarion Housing Association Limited (202003873)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint refers to: The landlord’s handling of the resident’s reports of antisocial behaviour and noise nuisance.
Sanctuary Housing Association (202016320)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of mould in her property.
Clarion Housing Association Limited (202100142)
Outside Jurisdiction
Complaint: Financial
The complaint is about charges in respect of major works, specifically, the landlord’s ability to recover these costs having not set up a sinking fund for such purposes.
Nottingham Community Housing Association Limited (202014644)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Decision to relocate the communal bins for the building to directly outside the resident’s property. Associated complaint handling.
Sanctuary Housing Association (202010279)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint concerns the landlord’s handling of the resident’s reports of antisocial behaviour by his neighbour’s visitor.
Bromford Housing Association Limited (202012170)
Maladministration
Complaint: Occupancy Rights
The resident has complained about the number of bedrooms in her property, insofar as the property is classified as a three bedroom property; however, the resident considers that the property should be classified as a two-bedroom property.