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 43 published decisions.
Catalyst Housing Limited's maladministration rate (74%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202118576 Housing association
The Ombudsman found that the landlord offered reasonable redress for its failings in handling a shared owner's transfer of equity application, including poor communication, delays, and lost documents. The landlord…
202208798 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's requests for balcony painting, mould on bathroom seals, and conversion of a bedroom window to a door. The landlord reasonably relied…
202014292 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports due to sparse communication with the resident despite a high-risk case, ordering £100 compensation. There was maladministration in record…
202114569 Housing association
The landlord was found to have a service failure for giving incorrect information about storing items in a shared alleyway, causing inconvenience to a resident with disabled children, but its decision to remove the…
202114965 Housing association
The landlord was found to have maladministration for failing to properly investigate a persistently cold bedroom above a car port, despite contractor advice to do so, and service failure for a five-week delay in its…
202010750 Housing association
The Ombudsman found service failure in the landlord's handling of a missed appointment for a broken water tank pipe, its response to insulation exclusion concerns, and its complaint handling. The landlord's offer of…
202107468 Housing association
The landlord was found to have maladministration for its response to reported defects (water ingress, damp, leaking toilets, defective mortar) with combined delays of around 40 months, and for its complaint handling…
202110773 Housing association
The Ombudsman found no maladministration regarding the landlord's management of the sinking fund, as the lease gave the landlord discretion to set contribution levels. However, maladministration was found in the…
202113998 Housing association
The landlord was found to have maladministration for its response to reports of damp and mould, its complaints handling, and its record keeping. There were significant delays in carrying out works, poor communication,…
202103564 Housing association
The landlord was found to have maladministration for its poor and delayed response to the resident's noise transference concerns, failing to explore practical measures to reduce noise or treat creaking floorboards as…
202101599 Housing association
The Ombudsman found service failure for the landlord's inadequate investigation into missed cleaning services, maladministration for its failure to properly respond to ASB reports (no risk assessment, record keeping or…
202014330 Housing association
The Ombudsman found service failure by Catalyst Housing Limited for inconsistently communicating its position about providing air conditioning during major works, causing the resident time and trouble. Service failure…
202014121 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of bamboo encroaching their garden from a neighbouring property, as the landlord took reasonable steps despite having no…
202115702 Housing association
The landlord was found to have service failure for its handling of external repairs including window replacement, scaffolding, and bin store doors. Delays, poor communication, and failure to address all aspects of the…
202103784 Housing association
The Ombudsman found maladministration for the landlord's handling of reports of cold/draughty rooms and other defects in a new-build shared ownership property, and severe maladministration for complaint handling. The…
202121479 Housing association
The landlord was found to have service failure for its handling of noise nuisance and trip hazard reports from lack of communal guttering maintenance, taking up to 74 working days to resolve the trip hazard after the…
202112779 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's reports of a roof leak. The landlord correctly advised the resident to claim under the NHBC warranty as the defects period had…
202111784 Housing association
The Ombudsman found no maladministration by Catalyst Housing Limited in its recovery of rent arrears. The landlord was entitled under the tenancy agreement to request rent in advance, its communications were not…
202105781 Housing association
The Ombudsman found maladministration by Catalyst Housing Limited for its handling of a leaseholder's concerns about an extractor fan and ducting pipe. The landlord unreasonably delayed pre-work inspections for nine…
202013380 Housing association
The Ombudsman found maladministration for significant delays (6-12+ months) resolving defects in a new-build shared ownership property, including damp and a leaking shower. No maladministration for proposing to offset…
202007873 Housing association
The Ombudsman found no maladministration regarding the landlord's decision not to carpet the property, but found maladministration for failing to pay an agreed rent refund of £486.84 and for significant delays and…
202010183 Housing association
The Ombudsman found no maladministration in the landlord's handling of two leaks from a neighbouring property, as it acted appropriately within its repair obligations and correctly directed the resident to insurance for…
202003824 Housing association
The Ombudsman found service failure by Catalyst Housing Limited for not properly addressing the resident's concerns about parking allocation. The landlord failed to be transparent about parking before the tenancy began,…
202107564 Housing association
The Ombudsman found no maladministration by Catalyst Housing Limited in its handling of the resident's reports of antisocial behaviour. The landlord followed its ASB policy, worked with police and other agencies,…
202011651 Housing association
Service failure by Catalyst Housing in handling a shared ownership staircasing application. Errors included delays issuing forms, instructing solicitors, failing to forward a marriage certificate, and not having a full…
202007537 Housing association
The Ombudsman found service failure by Catalyst Housing Limited in its handling of a shared ownership leaseholder's reports of antisocial behaviour (noise) from upstairs neighbours. The landlord delayed providing diary…
202003611 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for a management transfer, as it acted reasonably and in line with its policy. However, there was service failure due to poor…
202002176 Housing association
No maladministration was found in the landlord's handling of noise-related ASB reports, as it investigated appropriately, liaised with the Police and local authority, and offered mediation. However, the landlord's…
201914673 Housing association
The Ombudsman found maladministration by Catalyst Housing Limited for failing to engage its formal complaint procedure when the resident raised complaints about fly tipping, dog hairs in communal areas, noise nuisance,…
202009351 Housing association
The Ombudsman found that the landlord offered reasonable redress for its delayed response to a water leak and its poor complaint handling (taking over five months to respond), by offering £500 compensation and an…
202006521 Housing association
The Ombudsman found service failure in the landlord's response to the resident's complaint about missed garden maintenance appointments, because the landlord failed to provide supporting evidence (records) for its…
202001741 Housing association
The Ombudsman found service failure by Catalyst Housing Limited in its handling of the resident's reports of a cracked windowpane, cracks to a shared wall, and water ingress, as well as in its complaint handling. The…
202003309 Housing association
Service failure by Catalyst Housing for poor communication and delay in providing an EWS1 form to a shared-owner trying to staircase. The landlord failed to warn about fire safety guidance in July 2019, delayed updates…
201910076 Housing association
The Ombudsman determined that the complaint about the landlord's decision not to change the resident's housing transfer band is outside its jurisdiction, as it falls within the remit of the Local Government and Social…
201905894 Housing association
The Ombudsman found no maladministration by Catalyst Housing Limited in its response to the resident's reports of Japanese Knotweed. The landlord carried out appropriate specialist treatment. Its decision not to…
202001847 Housing association
The Ombudsman determined that the complaint about water ingress and lack of electricity to the resident's garage was outside its jurisdiction because the garage was let under a separate commercial contract not connected…
201807134 Housing association
The Ombudsman found service failure by Catalyst Housing Limited for mishandling the resident's rent account. The landlord credited another tenant's housing benefit of £2,000 to the resident's account, failed to identify…
202000443 Housing association
The Ombudsman found no maladministration in the landlord's handling of a roof leak report (it investigated promptly and referred the defect to NHBC), but found service failure for poor communication with the resident…
202005511 Housing association
The Ombudsman found no maladministration by Catalyst Housing Limited in its response to the resident's request for reimbursement of personal possessions damaged by a burst pipe. The landlord fixed the pipe the same day,…
202001591 Housing association
The Ombudsman found maladministration in the landlord's response to damp and mould (repeated washes without expert assessment) and bathroom repairs (failure to explain delays or provide updates), service failure…
201912385 Housing association
The Ombudsman found service failure by Catalyst Housing Limited for failing to provide adequate documentation on the resident's intermediate rent tenancy status and its implications for transfer and mutual exchange, and…
201914610 Housing association
The Ombudsman found service failure by Catalyst Housing Limited for not proactively communicating with the leaseholder about the impact of Government fire safety guidance (Advice Note 14) before November 2019, and for…
202002366 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the resident's toilet, as it failed to replace the toilet in 2019 despite knowing it was needed and that the bathroom would not be…
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