Housing association
Performance summary based on published UK Housing Ombudsman determinations. Figures reflect only complaints that reached a formal determination and are not a complete measure of service.
Published determinations
Decisions with an adverse finding
Most serious findings
Total across decisions
Decisions against
Count of outcomes reached across complaint heads in 55 published decisions.
Accent Housing Limited's maladministration rate (84%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202503875 Housing association
The Ombudsman found reasonable redress for both the landlord's communication with the resident (failure to respond to letters and no record of preferred contact method, taking around six months to respond) and its…
202517992 Housing association
Maladministration was found in the landlord's response to the resident's reports of damaged and lost belongings. The landlord unreasonably directed the resident to her home contents insurance and to the contractor for a…
202346152 Housing association
The landlord made reasonable redress for its communication failures with the resident, acknowledging the error, apologising and taking learning from the complaint. The landlord's handling of the complaint itself was…
202347785 Housing association
The Ombudsman found service failure in the landlord's handling of changing the resident's energy supplier without consent, and service failure in its complaint handling. The landlord was ordered to pay £350…
202400609 Housing association
The landlord delayed unreasonably in repairing a roof leak from September 2023 until September 2024, failed to mitigate the impact of the leak, communicated poorly, and took no action to address the resident's reports…
202326853 Housing association
The Ombudsman found maladministration in the landlord's handling of heating issues and the period without electricity, including failure to consider a decant and delays in responding to heating reports. The landlord was…
202339250 Housing association
The Ombudsman found maladministration in the landlord's response to reports of mice in the property (it failed to complete repairs within its Repairs policy timescales, delayed pest-proofing and prolonged the resident's…
202446571 Housing association
The Ombudsman found reasonable redress in the landlord's handling of damp and mould in the bathroom and a leaking shower, accepting its increased £300 compensation offer as proportionate to a delay of around 3 months.…
202320696 Housing association
The complaint about the landlord's handling of an agreement to offer alternative accommodation was found to be outside the Ombudsman's jurisdiction. The resident's joint tenancy ended in April 2020, and the matter arose…
202317282 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of ASB: it investigated appropriately but did not always follow its ASB procedure (e.g. failing to carry out initial risk…
202451177 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the communal entrance doors and in its complaint handling, and service failure in its response to reports about the communal bin area and…
202327294 Housing association
The Ombudsman found service failure by the landlord in its handling of the resident's reports of a neighbour's antisocial behaviour, in its handling of reports of overgrown vegetation and a rat infestation in…
202339280 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's wet room (failure to follow up initial leak reports, unreasonable delays, poor record keeping and communication) and…
202330977 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of water ingress at her home, noting delays, poor communication and that the internal remedial works remained outstanding,…
202420329 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's antisocial behaviour reports — it failed to complete a risk assessment or agree an action plan, did not call back or rearrange a missed…
202344983 Housing association
The Ombudsman found maladministration in the landlord's handling of window repairs that caused damp/mould, citing substantial delays (306 days to complete even a temporary repair and 626 days to the full window…
202340206 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of issues with the heating and hot water, including a delayed response to a potentially emergency repair, poor repairs management…
202434480 Housing association
The Ombudsman found maladministration in the landlord's handling of a roof leak, damp and mould and internal repairs, and in its complaint handling, and service failure in its knowledge and information management. It…
202324191 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and subsequent repairs, and in its handling of her report of damage to her car. It also found service failure…
202329781 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a fallen tree/fence repair and boiler installation delays, maladministration in its handling of bathroom ceiling mould, no maladministration in its…
202328246 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reports of leaks, damp and mould and the associated repairs, which were ongoing over about a 21-month period, and service failure in its…
202314860 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of a leak from a redundant loft water tank and in its complaint handling. The landlord failed to take responsibility or attend…
202327198 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, due to combined delays of around 6 months before the ventilation system was repaired, a failure to provide additional…
202332888 Housing association
The complaint concerned the landlord's response to reports of a broken boundary fence. The Ombudsman found the landlord's decision not to replace the fence (relying on its surveyor's view it could be repaired) was…
202340007 Housing association
The complaint concerned the landlord's handling of the resident's reports of dogs barking at a neighbouring property. The Ombudsman found no maladministration: the landlord followed its ASB policy and procedures,…
202318044 Housing association
The Ombudsman found no maladministration in the landlord's handling of electric repairs, as it responded to the reports it received in line with its published timescales. It found service failure in the landlord's…
202322132 Housing association
The resident reported that a fire started in his flat after a contractor's gas safety check, believing the engineer had switched on the hob, and that smoke and carbon monoxide alarms had not been checked. The Ombudsman…
202315372 Housing association
The landlord unreasonably delayed by almost three months before telling the resident (a leaseholder) that the garden fence was his responsibility to repair, though the lease placed fixtures in the garden on the…
202309091 Housing association
The Ombudsman found service failure in the condition of the resident's property at the start of her tenancy. The landlord had recognised its service failure and offered remedies, but promised repairs were delayed or…
202319356 Housing association
The Ombudsman found maladministration in the landlord's handling of communication around repairs and fire safety works, communal repairs, fire safety concerns, antisocial behaviour and its request for CCTV, and its…
202317904 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the condition of the property when he moved in. It took an unreasonable time to repair a boiler pipe leak, and failed to…
202231933 Housing association
The Ombudsman found maladministration in the landlord's handling of reports about bathroom drainage/blockage and foul odour (failing to properly investigate internal pipework, not following its appointment-booking…
202309845 Housing association
The Ombudsman found service failure in the landlord's handling of reports of a leak and damage to the living room ceiling, and service failure in its handling of the associated complaint. The landlord was ordered to…
202313384 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould in the kitchen (it took around 16 months after a reported damp smell to carry out a damp inspection) and service failure in its handling…
202347889 Housing association
The landlord failed to complete effective repairs to resolve extensive damp and mould in the resident's home over a 19-month period, with poor monitoring, record keeping, risk assessment and communication, amounting to…
202309515 Housing association
The Ombudsman could not consider the resident's complaint about the increase in rent and service charges, as levels/amounts of rent or service charge fall outside jurisdiction and are more appropriate for the First Tier…
202312879 Housing association
The Ombudsman found maladministration in the landlord's handling of plumbing repairs affecting the toilet and drains, its handling of a radiator repair, and its complaint handling, plus service failure in its response…
202300518 Housing association
The resident complained about the landlord's handling of his requests for a detailed breakdown of service charges, the charging for replacement of a warden call system, communal ground maintenance, maintenance issues…
202303477 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of draughts and heat loss, of damp and mould, and of the resident's complaint, plus service failure in its handling of the…
202305751 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's windows and doors, including a minor delay outside the 28-day repairs timescale, failure to provide clear information about a…
202229189 Housing association
The Ombudsman found maladministration in the landlord's near 11-month delay replacing a faulty back door and its failure to repair resulting laminate flooring damage, as well as maladministration in its complaint…
202315788 Housing association
The complaint concerned the landlord's handling of the resident's reports of concerns about grounds maintenance. The Ombudsman found service failure because, although the landlord took steps to hold the contractor to…
202234586 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of communal repairs. There were unreasonable delays in resolving faulty external lighting (about nine months) and a failure to…
202211923 Housing association
Maladministration for handling of a leak (missing overflow pipe from 2018 bathroom install) and complaint handling. Landlord ordered to pay £450, assist with liability insurance claim, remove damaged items, and…
202225040 Housing association
The Ombudsman found maladministration in the landlord's handling of a blocked communal drain that caused sewage damage and left the property uninhabitable, and service failure in its response to a maintenance request…
202212633 Housing association
The landlord was found to have maladministration for its handling of reports of leaking windows causing damp and mould (taking over 18 months to resolve), for failing to repair a fire escape handrail in a timely manner…
202230744 Housing association
The Ombudsman found severe maladministration in the landlord's handling of window repairs (windows boarded up for months) and maladministration in its complaint handling, ordering a senior apology, £1437.65 compensation…
202116235 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of no heating and hot water, handling of a carbon monoxide leak, management of rent arrears, or decision to make a safeguarding referral.…
202233159 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (living room and bedroom windows, extractor fans, and damp and mould) and maladministration in its record keeping. Repairs were repeatedly not…
202221854 Housing association
The Ombudsman found the landlord's £370 compensation offer and apology for a delayed ventilation grill repair and a staff member's inappropriate conduct amounted to reasonable redress. It recommended the offer be paid…
202203580 Housing association
The Ombudsman found no maladministration in the landlord's handling of repairs, mould and a drain replacement. The landlord investigated the mould appropriately, and delays to the drain works were due to necessary…
202114730 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of vibrations and cracking noises, as the landlord appropriately relied on expert advice confirming no structural issues.…
202213385 Housing association
The Ombudsman found maladministration by Accent Housing Limited for its handling of the replacement of a resident's kitchen, due to poor communication about delays, changes to the kitchen manufacturer and design, and…
202006312 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about service charge compliance with DLUHC/RSH policies, the service charge calculation process, the introduction of new…
202010148 Housing association
The Ombudsman found no maladministration in the landlord's provision of modified services during the Covid-19 pandemic (remote scheme manager service and closure of communal areas) and in its refusal to refund service…
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