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"
Thames Valley Housing Association Limited (202010454)
Partial Maladministration
Complaint: Estate Management
REPORT COMPLAINT 202010454 Thames Valley Housing Association Limited 25 June 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. […]
Guinness Housing Association Limited (202004732)
Maladministration
Complaint: Managing Relations
The resident complained about the landlord's response to:
Shepherds Bush Housing Association Limited (202014550)
Maladministration
Complaint: Managing Relations
The complaint refers to: The landlord’s response to the resident’s reports of damp in the property. The landlord’s handling of the associated complaint.
Portsmouth Rotary Housing Association Limited (201906869)
No Maladministration
Complaint: Financial
The complaint refers to the resident’s concerns about: The landlord’s decision to fund days out for its tenants. Fire alarm testing at the property. Staff conduct and professionalism.
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of leak reports following a repair to the radiator at the resident’s property.
Clarion Housing Association Limited (202000374)
Reasonable Redress
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s reports of repairs needed to her property; the resident’s concerns about building insurance cover for the property; the related complaint.
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the repair to the boiler.
Clarion Housing Association Limited (201907136)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s response to the resident’s reports of condensation on her windows.
Clarion Housing Association Limited (202003044)
No Maladministration
Complaint: Financial
The complaint concerns: The landlord’s handling and administration of the resident’s service charge payments. The level of the service charge. The landlord’s handling of the formal complaint about these matters.
York Housing Association Limited (202002635)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the resident’s reports that the property had not met lettable standards; the resident’s reports of repairs needed to her property; kitchen upgrade works; the resident’s requests for it to consider her circumstances …
Clarion Housing Association Limited (202015048)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint refers to: The landlord’s handling of the major adaptations to the resident’s property. The resident’s concerns about delays caused by the local authority and its appointed contractor in completing the adaptations.
Clarion Housing Association Limited (202104519)
Outside Jurisdiction
Complaint: Financial
REPORT COMPLAINT 202104519 Clarion Housing Association Limited 8 June 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 […]
Sanctuary Housing Association (202006890)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s refusal to allow the resident to purchase the property.
Thames Valley Housing Association Limited (202008787)
Maladministration
Complaint: Managing Relations
The complaint was about the landlord's response to the resident's:
Clarion Housing Association Limited (201915632)
No Maladministration
Complaint: Moving/Buying/Selling Home
The complaint refers to: The landlord’s response to the resident’s Right-to-Buy application (RTB).
Clarion Housing Association Limited (202000007)
Reasonable Redress
Complaint: Financial
REPORT COMPLAINT 202000007 Clarion Housing Association Limited 1 June 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 […]
Clarion Housing Association Limited (202006605)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of ASB.
Clarion Housing Association Limited (202006786)
Partial Maladministration
Complaint: Managing Relations
The complaint is regarding: The landlord’s handling of repairs to the resident’s pathway and manhole covers on his property. The landlord’s handling of repairs to the resident’s guttering. The landlord’s complaint handling.
Clarion Housing Association Limited (202008798)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: - The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the resident’s request that the landlord repair a communal fence. The landlord’s handling of the resident’s report of mould, including …
Guinness Housing Association Limited (202007002)
Maladministration
Complaint: Managing Relations
The resident has complained about the way the landlord handled repeated leaks through the kitchen and living room ceilings. The landlord’s complaint handling has also been assessed in this report.
Hyde Housing Association Limited (202003639)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports about: Anti-social behaviour (‘ASB’). Complaints handling.
Sanctuary Housing Association (202006043)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The resident complains about the landlord’s handling of repairs required to her property’s hot water and heating system, shower and flooring.
Sanctuary Housing Association (202011577)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB); the resident’s request for a rent account refund; the resident’s allegations that staff members breached confidentiality.
Sovereign Housing Association Limited (202005644)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint concerns the information about the property provided by the landlord, prior to the residents starting their shared ownership lease.
Clarion Housing Association Limited (201901431)
Outside Jurisdiction
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the communal lift at the property.
Sanctuary Housing Association (202006019)
No Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s report of an obstruction on her driveway. Complaint handling.
Thames Valley Housing Association Limited (202009548)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns the landlord’s handling of the resident’s complaint relating to the condition of the roof.
Clarion Housing Association Limited (201915794)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s response to the resident’s request to be permanently decanted to a three-bedroomed property. Complaint handling.
Clarion Housing Association Limited (202004382)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Response to the resident’s request for a new front door. Response to the resident’s request to replace the gas fire. Complaint handling.
Clarion Housing Association Limited (201806894)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports about antisocial behaviour (ASB) from her neighbour.
Clarion Housing Association Limited (202010192)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s reports about; the heating/hot water system at the property; parking.
Nottingham Community Housing Association Limited (202014309)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
REPORT COMPLAINT 202014309 Nottingham Community Housing Association Limited 18 May 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 […]
Bromford Housing Association Limited (202006247)
No Maladministration
Complaint: Old Property Condition migrated-2025
The resident complains about the landlord’s response to his concerns about: The condition of the garden at the property, and his requests for compensation in relation to this. A tree within the garden that he would like to remove. Replacement …
Sanctuary Housing Association (202000930)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s requests for compensation following damage to her property caused by mould.
Complaint: Old Property Condition migrated-2025
The resident complained about the landlord’s response to reports about the condition of the windows.
Hyde Housing Association Limited (201913216)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of problems with heating, hot water, and water leaks in his property.
Apna Ghar Housing Association Limited (202005601)
Maladministration
Complaint: Managing Relations
The complaint concerns: The landlord’s handling of the resident’s reports of a damaged door in 2019. The landlord’s handling of the resident’s reports of a damaged door in September 2020. The landlord’s complaints handling. The landlord’s decision to recharge the …
Clarion Housing Association Limited (202009259)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of the resident’s reports of repairs needed to a kitchen tap.
Sovereign Housing Association Limited (202004908)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s: Response to the resident’s request for cooling equipment in his bathroom. Handling of matters after its final complaint response on 25 August 2020.
Croydon Churches Housing Association Limited (202007420)
No Maladministration
Complaint: Moving/Buying/Selling Home
The resident complained: About repairs to resolve damp and mould in her property; That she should be allowed to move property.
Sanctuary Housing Association (202008268)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB); the related complaint.
Shepherds Bush Housing Association Limited (201914164)
No Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s report of scaffolding remaining in place for an extended period. The landlord’s response to the resident’s report of a leak. The landlord’s handling of the associated complaint.
Clarion Housing Association Limited (202010520)
No Maladministration
Complaint: Estate Management
REPORT COMPLAINT 202010520 Clarion Housing Association Limited 7 May 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 (202012113)
Maladministration
Complaint: Managing Relations
The complaint is about:- The landlord’s handling of repairs to the garden paths at the resident’s property; The landlord’s handling of the resident’s complaint.
Clarion Housing Association Limited (202013429)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the leaseholder’s reports of a leak affecting the property.
Together Housing Association Limited (202006550)
No Maladministration
Complaint: Financial
The complaint concerns: The landlord’s handling of refurbishment work at the resident’s property in 2016 and his claims for damaged goods that resulted from this. Outstanding repairs to the bathroom extractor fan and living room/bedroom window opening system in the …
Clarion Housing Association Limited (202009303)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s: concerns about the designation of her property as a three-bedroom rather than a two-bedroom house. request for a rent refund in view of this. concern that she had raised this …
Clarion Housing Association Limited (202013071)
Outside Jurisdiction
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of her neighbours keeping dogs.
Hyde Housing Association Limited (201913411)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord's handling of the resident's Right to Buy (RTB) application. The landlord’s associated complaint handling.
Hyde Housing Association Limited (202003230)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns: the landlord’s response to the resident’s reports of a water leak in her property. the landlord’s handling of historical issues to the resident’s property. the impact the condition of the property had on the resident’s health.