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"
Clarion Housing Association Limited (202002871)
Partial Maladministration
Complaint: Information and data management
The complaint is about the landlord’s:
English Rural Housing Association Limited (202006486)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of repairs to the heating and hot water system in the resident’s property.
Sanctuary Housing Association (202002647)
Reasonable Redress
Complaint: Old Complaints Handling categories
The complaint is about: the landlord’s handling of repairs to the exterior of the resident’s property; and the landlord’s complaints handling.
Clarion Housing Association Limited (201910698)
Partial Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s response to reports of repairs at the property. The landlord’s response to reports of the build-up of litter around the building and car park. The landlord’s refusal to compensate the resident for the increase …
Clarion Housing Association Limited (201912335)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: response to the resident’s report of a leak complaint handling.
Guinness Housing Association Limited (202005343)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint concerns: The level of compensation offered by the landlord following a leak and ceiling collapse in the resident’s property. The level of compensation offered by the landlord’s insurance provider for the damage caused by the leak.
Hyde Housing Association Limited (202001070)
No Maladministration
Complaint: Old Complaints Handling categories
The complaint is about: The landlord’s response to the resident’s request to maintain, and remove invasive plants from, a boundary wall separated in the middle by an electric substation The landlord’s response to the resident’s request for works to the …
Sanctuary Housing Association (202003924)
No Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident's report of being stuck in the lift at her property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Wandle Housing Association Limited (201909394)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Response to the resident’s reports of a petrol generator being used in the communal areas. The handling of the resident’s complaint.
Complaint: Old Property Condition categories
The complaint is about the delays in handling reported repairs and the overall handling of the complaint.
Thames Valley Housing Association Limited (202001339)
No Maladministration
Complaint: Old Moving to a Property categories
The complaint is about:
Clarion Housing Association Limited (202005810)
Partial Maladministration
The complaint is about the landlord’s:
Croydon Churches Housing Association Limited (202001549)
Partial Maladministration
Complaint: Old Compensation categories
This complaint is about the following issues: The landlord’s handling of leaks to a neighbouring property, including its handling of a forced entry into the resident’s property and the changing of the keys, and the way it communicated with the …
Pine Court Housing Association Limited (202001625)
No Maladministration
Complaint: Old Charges categories
The complaint concerns: The landlord’s handling of the resident’s rent account. The level of advice and support provided by the landlord to the resident while problems with his rent account were resolved.
Sanctuary Housing Association (202003183)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of damp and mould in his property.
Shepherds Bush Housing Association Limited (202009257)
No Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s response to the resident’s request for it to carry out a roof repair.
Thames Valley Housing Association Limited (201904274)
Outside Jurisdiction
Complaint: Estate Management
The complaint concerns a dispute about the area allocated to the resident as their garden and how this is defined in associated paperwork.
Hyde Housing Association Limited (202006083)
Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s handling of the resident’s request to terminate her tenancy and her subsequent request for her tenancy to be reinstated.
The complaint is about the landlord’s response to the resident’s reports of reoccurring leaks at their property.
Cottsway Housing Association Limited (201914012)
No Maladministration
The complaint is about the landlord’s response to the resident’s request to be allowed to retain CCTV he had installed prior to seeking its permission.
Sanctuary Housing Association (202007710)
Partial Maladministration
Complaint: Old Tenants Behaviour categories
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour. The landlord’s handling of the associated formal complaint.
Clarion Housing Association Limited (201906262)
Maladministration
Complaint: Old Property Condition categories
The resident complains about the landlord’s delay in resolving a leak into the property, and its subsequent offer of compensation for this.
Clarion Housing Association Limited (201901347)
Partial Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s response to reports of: broken paving slabs; defective street lighting; and complaint handling.
Sanctuary Housing Association (201914575)
Partial Maladministration
Complaint: Leaseholder
REPORT COMPLAINT 201914575 Sanctuary Housing Association 15 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Clarion Housing Association Limited (202003544)
Partial Maladministration
Complaint: Financial
The complaint refers to: The landlord’s administration of the resident’s rent account. The resident’s concerns in relation to a repair needed to her stairs.
Clarion Housing Association Limited (202002439)
No Maladministration
Complaint: Old Compensation categories
The complaint is about: The landlord’s response to two leaks in the property including the length of time taken by it to resolve these matters. The landlord’s response to the resident’s request for compensation for the damage to his personal …
Hyde Housing Association Limited (202001296)
Maladministration
Complaint: Old Health and Safety categories
The complaint is about how the landlord dealt with arrangements to carry out an annual gas safety inspection at the resident’s property.
Clarion Housing Association Limited (202000084)
No Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s decision to remove the resident’s light and fan fitting to resolve issues with the property’s electrical supply.
Clarion Housing Association Limited (202002244)
No Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s: refusal to repair a dividing fence at the resident’s property; handling of the associated formal complaint.
St Mungo Community Housing Association (201910473)
Maladministration
Complaint: Managing Relations
The complaint is about: the landlord failing to carry out void works prior to the resident moving into the property; the length of time it took the landlord to carry out repairs; the landlord’s communication, including complaint handling and staff …
Clarion Housing Association Limited (202001660)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s:
Optima Community Association (201905768)
No Maladministration
Complaint: Estate Management
The complaint concerns the landlord’s responses to the resident’s complaints about the quality and management of the estate car park and parking facilities.
Shepherds Bush Housing Association Limited (201815545)
Partial Maladministration
REPORT COMPLAINT 201815545 Shepherds Bush Housing Association Limited 29 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
Westlea Housing Association Limited (201911525)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of:
Tuntum Housing Association Limited (202000313)
No Maladministration
Complaint: Managing Relations
The resident complains about: The information provided by the landlord in response to her Right to Acquire application. The landlord’s communication in relation to a Voluntary Right to Buy scheme, specifically, the steps it took to make tenants aware of …
Clarion Housing Association Limited (201913880)
Maladministration
Complaint: Leaseholder
The complaint is about the landlord’s handling of the resident’s: report of a leak into his property; associated formal complaint.
Sanctuary Housing Association (202002585)
Maladministration
Complaint: Financial
The resident has complained that: The landlord has not provided a reasonable explanation of, or supporting information for, the service charge items The landlord has increased the rent twice within a year The landlord has managed the rent account inappropriately …
Clarion Housing Association Limited (202003506)
Maladministration
The complaint concerns: The condition of the property at the start of the tenancy and how the subsequent repairs were handled by the landlord. The level of compensation offered by the landlord.
Clarion Housing Association Limited (201906498)
Reasonable Redress
Complaint: Old Property Condition categories
The complaint is about the landlord’s response to the resident’s request for compensation in relation to repairs to the property’s guttering, patio door, boiler, wet room and damp and mould.
Hyde Housing Association Limited (201909494)
No Maladministration
Complaint: Financial
The resident has complained about: The landlord’s response to her reports of a leak in her property, specifically that the leak was caused by defects in her property. The landlord’s response to her request for her rent liability to be …
Hexagon Housing Association Limited (201914551)
Maladministration
REPORT COMPLAINT 201914551 Hexagon Housing Association Limited 22 January 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Phoenix Community Housing Association (Bellingham and Downham) Limited (201908453)
Partial Maladministration
Complaint: Leaseholder
The complaint is about: The landlord’s response to the resident’s reports of damage caused to the property following a leak. The landlord’s communication in relation to a cancelled appointment following the leak. The landlord’s complaint handling of these matters.
Clarion Housing Association Limited (201810771)
Maladministration
Complaint: Old Property Condition categories
REPORT COMPLAINT 201810771 Clarion Housing Association Limited 12 January 2021 Our approach 1. The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]
Axiom Housing Association Limited (202002115)
Maladministration
Complaint: Old Property Condition categories
The complaint is about the time taken by the landlord to activate the gas supply in the resident’s property at the beginning of the tenancy.
Accord Housing Association Limited (202006726)
No Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s response to information provided by the resident about her right to buy request.
Clarion Housing Association Limited (201915053)
Maladministration
The complaint is about the landlord’s response to the resident’s reports about the condition of the shared garden.
Guinness Housing Association Limited (202003807)
No Maladministration
Complaint: Managing Relations
The complaint refers to:
Impact Housing Association Limited (202003113)
No Maladministration
The complaint refers to the Landlord’s handling of the Resident’s reports of antisocial behaviour (ASB), drug use and drug distribution by his neighbour.
Sovereign Housing Association Limited (201914045)
Reasonable Redress
Complaint: Leaseholder
The leaseholder (shared owner) has complained that the landlord took too long to respond to two queries during the sale of their home.
Clarion Housing Association Limited (202000218)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s: