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"
Poplar Housing And Regeneration Community Association Limited (202008662)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The resident complains about: How the landlord handled her request for rehousing on medical grounds, including its communication and the time taken for her to be rehoused. How the landlord responded to her reports that dust from a neighbouring development …
Broadacres Housing Association Limited (202002804)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (‘ASB’) by her neighbours. The report will also address the landlord’s handling of the complaint.
Clarion Housing Association Limited (202008803)
Reasonable Redress
Complaint: Financial
This complaint is about the landlord handling of a refund on the resident’s rent account.
Hyde Housing Association Limited (201912702)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s:
Portal Housing Association Limited (202004183)
Partial Maladministration
Complaint: Estate Management
The complaint is about: The level of service charge for the grounds maintenance contract. The landlord’s response to the resident’s concerns regarding the standard of service provided under the grounds maintenance contract. The landlord’s complaint handing.
Hexagon Housing Association Limited (201912731)
No Maladministration
Complaint: Managing Relations
The complaint concerns: the landlord’s handling of the resident’s eviction. the landlord’s complaint handling. the landlord’s response to concerns raised by the resident that were not addressed as a formal complaint through the landlord’s complaints procedure.
Clarion Housing Association Limited (202005632)
Partial Maladministration
The complaint is regarding: An increase in the resident’s service charges. The landlord’s administration of the resident’s service charge account. The landlord’s handling of the resident’s requests for information regarding his service charges. The landlord’s complaint handling.
Hexagon Housing Association Limited (202004092)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident complains about the landlord's response to her reports of repairs required at her property, in particular relating to:
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s request for closing vents to be fitted to a double door in the living room of their property.
Sovereign Housing Association Limited (202003404)
Reasonable Redress
The complaints are about:
Hastoe Housing Association Limited (202006085)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports about: Antisocial behaviour and racism. Repairs to a garden fence.
Irwell Valley Housing Association Limited (201915656)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s reports about: handling of service charge queries customer service and staff conduct complaint handling
Sovereign Housing Association Limited (202001875)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of reports of Anti-Social Behaviour (ASB).
Orbit Housing Association Limited (201914078)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about:
Wandle Housing Association Limited (201911095)
No Maladministration
The landlord’s response to the resident’s reports of anti-social behaviour. The landlord’s complaint handling.
Clarion Housing Association Limited (202004595)
No Maladministration
Complaint: Moving/Buying/Selling Home
REPORT COMPLAINT 202004595 Clarion Housing Association Limited 14 April 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 […]
Cottsway Housing Association Limited (202000991)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s report of her neighbour’s shed causing damage to her garden and restricting natural light to her property. The landlord’s handling of the associated complaint.
Poplar Housing And Regeneration Community Association Limited (202011305)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The resident complains about the garden fence that the landlord provided, its subsequent decision not to replace this with the same type that had been provided to neighbours, and its communication with her when she raised these concerns.
Bromford Housing Association Limited (202001208)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: reports of anti-social behaviour (ASB) and harassment; associated formal complaint.
Homes Plus Limited (previously ,South Staffordshire Housing Association) (202008274)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of reports of mould in the property. The complaint is also about the landlord’s handling of the complaint.
Clarion Housing Association Limited (201908255)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: reports of anti-social behaviour (ASB); associated formal complaint.
Clarion Housing Association Limited (202002914)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of the resident’s: concerns about the removal of a walkway gate; associated formal complaint.
Clarion Housing Association Limited (202005579)
Outside Jurisdiction
Complaint: Financial
REPORT COMPLAINT 202005579 Clarion Housing Association Limited 6 April 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 (202004507)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s request for reimbursement of the cost of replacing a lock to his front door. response to repairs required to a communal fire door. handling of the associated complaint.
Sovereign Housing Association Limited (202005006)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of an anti-social behaviour report made against the resident.
Clarion Housing Association Limited (201910091)
Reasonable Redress
Complaint: Health and Safety (inc. building safety)
REPORT COMPLAINT 201910091 Clarion Housing Association Limited 30 March 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 […]
Homes Plus Limited (previously ,South Staffordshire Housing Association) (202008721)
Reasonable Redress
Complaint: Applicant
This complaint is about: The resident’s concern that the property she bought from the landlord under the Voluntary Right to Buy (VRTB) scheme was mis-sold to her. Problems the resident experienced at the time of her VRTB application and viewing …
Community Gateway Association Limited (202002560)
No Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s: Handling of the annual gas safety inspection at the resident’s property during the Covid-19 pandemic; Handling of an asbestos survey at the resident’s property during the Covid-19 pandemic; Complaint handling.
Clarion Housing Association Limited (202000626)
Partial Maladministration
Complaint: Financial
The resident has complained that: The landlord took too long to complete repairs to the roof. The landlord had not addressed all the outstanding repairs or complaint issues by the time of the final response. The landlord provided poor customer …
Cotman Housing Association Limited (201914754)
No Maladministration
Complaint: Financial
In their form and email to the Housing Ombudsman Service, the resident has complained: The landlord has not compensated the resident for damages caused by a boiler leak in January 2019. The resident is charged a different amount to other …
Sanctuary Housing Association (202009170)
Reasonable Redress
Complaint: Staff Training
The complaint is about the landlord’s: response to the resident’s reports of disrepair to the external fascia on her property; complaints handling.
Orbit Housing Association Limited (201910103)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s offer of compensation, following a complaint regarding the absence of heating and hot water in the property for a period of two weeks, due to the gas not having been uncapped.
Croydon Churches Housing Association Limited (202003675)
No Maladministration
Complaint: Managing Relations
The complaint concerns the landlord’s handling of:
Hyde Housing Association Limited (202005895)
Maladministration
The landlord’s response to the resident’s report of disrepair to the roof.
Cotman Housing Association Limited (201909104)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: request for compensation for damaged flooring following a sewage pipe leak; associated formal complaint.
Clarion Housing Association Limited (202000800)
Maladministration
Complaint: Old Tenants Behaviour categories
The complaint is about the landlord’s response to reports of noise transference from a neighbouring property.
Cottsway Housing Association Limited (202012186)
Outside Jurisdiction
Complaint: Old Tenants Behaviour categories
The complaint is about the landlord’s handling of antisocial behaviour (ASB) perpetrated by its residents.
Islington and Shoreditch Housing Association Limited (201816716)
Maladministration
REPORT COMPLAINT 201816716 Islington and Shoreditch Housing Association Limited 16 March 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Sanctuary Housing Association (202004462)
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 leading up to 2017. the resident’s reports of damp and mould in the property from 2018. The Ombudsman has also investigated how …
Thames Valley Housing Association Limited (202003011)
Reasonable Redress
Complaint: Managing Relations
The resident complains about the landlord’s handling of his concerns relating to the condition of the garden at his property, and to his subsequent formal complaint.
Poplar Housing And Regeneration Community Association Limited (201910835)
Reasonable Redress
The complaint is about the level of compensation awarded by the landlord in respect of delays in repairs and damaged personal effects.
Sanctuary Housing Association (201914372)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered to the resident by the landlord, following a period of time when her shower was inoperative.
Sanctuary Housing Association (202003165)
No Maladministration
Complaint: Old Property Condition categories
The complaint is about: the landlord’s response to concerns raised by the resident about breaches of health and safety protocol whilst work was being undertaken at the property. the completion of bathroom works at the property.
Sovereign Housing Association Limited (201907579)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports about: Flooding and water ingress at the property. The cooker at the property. The electrics at the property. The permanence of her occupation at the property. Water ingress at …
Gateway Housing Association Limited (202000681)
Partial Maladministration
Complaint: Old Charges categories
The resident complains about: the landlord's administration of the service charge for communal lighting, and; its response to her requests for information about the electricity meters.
Clarion Housing Association Limited (202008288)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: the allocation of the resident’s parking space. the resident’s reports of antisocial behaviour (“ASB”) by her neighbours. the resident’s concerns regarding the conduct of the landlord’s staff.
Hastoe Housing Association Limited (202007770)
No Maladministration
Complaint: Managing Relations
The complaint is about:
Sanctuary Housing Association (202008731)
Reasonable Redress
The complaint is about the landlord’s maintenance of the boiler.
Sanctuary Housing Association (201914691)
Reasonable Redress
This complaint is about the landlord’s handling of the resident’s reports of a pest infestation.
Sanctuary Housing Association (202003179)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s: