Complaint category
What published UK Housing Ombudsman determinations show about estate management complaints against social landlords.
Across 1,790 determinations in this category that ordered compensation.
Indicative of published cases only — not a prediction of any individual outcome. See the compensation precedent tool for the full breakdown.
By number of estate management determinations resulting in an adverse finding.
| # | Landlord | Adverse | Severe |
|---|---|---|---|
| 1 | London & Quadrant Housing Trust | 88 | 7 |
| 2 | Clarion Housing Association Limited | 84 | 1 |
| 3 | Peabody Trust | 63 | 3 |
| 4 | Notting Hill Genesis | 56 | 5 |
| 5 | Southern Housing | 56 | 2 |
| 6 | Stonewater Limited | 39 | 0 |
| 7 | The Guinness Partnership Limited | 38 | 3 |
| 8 | Metropolitan Thames Valley Housing (MTV) | 35 | 1 |
| 9 | Home Group Limited | 29 | 0 |
| 10 | Sanctuary Housing Association | 28 | 1 |
202336992 Housing association
The Ombudsman found severe maladministration in the landlord's response to building repair and maintenance concerns (failing to inspect windows and balconies despite repeated reports), service failure in its handling of…
202506714 Housing association
The Ombudsman found severe maladministration in the landlord's response to repeated lift breakdowns (including failure to follow its lift, repairs and reasonable adjustment policies, consider the Equality Act,…
202443457 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs following a leak into the property, and maladministration in its handling of communal front door repairs, reports of pests, a report of…
202422491 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to reported boiler failures and to leaks with associated damp and mould, and maladministration in its response to pest infestations and in its…
202431874 Housing association
The Ombudsman found severe maladministration in the landlord's handling of multiple repairs including damp and mould, and maladministration in its handling of the associated complaint. The landlord was aware of damp and…
202336678 Housing association
The landlord severely failed in handling repairs including leaks, damp and mould, pest control and the resident's temporary housing/decant, and its handling of the three combined complaints amounted to…
Estate management complaints are one of the Housing Ombudsman's complaint categories. They cover issues a resident has raised with their social landlord that the Ombudsman has investigated and determined. This page summarises the published determinations classified under estate management.
Our index holds 2,199 published determinations classified under estate management, of which 1,597 resulted in a finding of maladministration, partial maladministration or severe maladministration.
Across 1,790 determinations in this category that ordered compensation, awards ranged from £17 to £12,000, with a median of £350. These figures are indicative of published cases only and are not a guide to what any individual complaint might recover.
All figures are derived from determinations published by the Housing Ombudsman Service and are reproduced under the Open Government Licence v3.0. They reflect only complaints that reached a formal determination and are not a complete measure of any landlord's service.