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 102 published decisions.
Citizen Housing's maladministration rate (65%) is broadly in line with the average for housing association (64%) across published Ombudsman determinations.
202409244 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of ASB or its handling of the complaint. The landlord responded within policy timescales, took a proportionate multi-agency…
202341297 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's concerns about repairs and single glazed windows, having acknowledged its service failures, apologised, and offered £150…
202501755 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a pest infestation and her concerns about discrimination, and service failure in its handling of her transfer request and its…
202503624 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about asbestos, reports of damp and mould, request for rehousing, and associated complaints. The landlord appropriately…
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…
202216028 Housing association
The landlord was found to have maladministration for its handling of ASB reports, having failed to review the resident's incident diary, create an action plan, or carry out a risk assessment, and missed opportunities to…
202334141 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the condition of an alleyway near the property, and service failure in its complaint handling. The landlord was ordered…
202346243 Housing association
The Ombudsman found service failure in how the landlord dealt with the reported leak and the amount of compensation offered, ordering a written apology and an additional £75 compensation (total £775). There was no…
202334164 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports in her former home, ground maintenance/parking issues, and her complaint. It found service failure in the landlord's…
202428948 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the wet room installation, as it did not provide meaningful updates, did not take the resident's disability into account…
202330437 Housing association
The resident complained about the landlord's handling of reported noise-related ASB from a neighbour and about its complaint handling. The Ombudsman found no maladministration in either: the landlord followed its ASB…
202413845 Housing association
The Ombudsman found service failure in the landlord's response to reports of a damaged kitchen worktop: it gave incorrect information about its responsibilities, relying on the defect not being raised at handover rather…
202409664 Housing association
The landlord provided reasonable redress for its handling of questions about the calculation and apportionment of service charges: it apologised, corrected the account, and offered a reasonable amount of compensation,…
202317398 Housing association
The Ombudsman determined the complaint was not within its jurisdiction. The resident's complaint that his access to his vehicle was restricted by the landlord was brought more than 12 months after the matter arose, and…
202344210 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of parking issues, citing poor communication, delays (including on a hedge request), and record-keeping failures, and ordered…
202344488 Housing association
The landlord was found to have committed maladministration in its handling of both the resident's reports of damp and mould and associated repairs, and her reports of rats in her home. It failed to follow its repairs…
202443564 Housing association
The complaint concerned the landlord's handling of the resident's reports of leaks from the upstairs flat. The landlord acknowledged avoidable delays in the follow-on repairs, apologised and offered £705 compensation;…
202449164 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of damp and mould or her request to be rehoused due to overcrowding. The landlord responded to the damp and mould in line…
202431377 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould due to poor communication and record-keeping failures, and service failure in its handling of the resident's concerns about…
202310414 Housing association
An assured tenant of a housing association complained about repairs and damp and mould, cracks and structural defects, fire safety, a request for reasonable adjustments to meet his disability needs, his rent account,…
202427458 Housing association
The complaint concerned the landlord's response to the resident's request for compensation for possessions damaged by damp and mould. The Ombudsman found service failure because the landlord dismissed the request…
202431038 Housing association
The Ombudsman found maladministration in the landlord's handling of leaks into the resident's flat from the upstairs neighbour, the ceiling collapse and subsequent damp — citing unreasonable delays to ceiling repairs,…
202328004 Housing association
The complaint concerned the landlord's handling of the resident's stay in temporary accommodation (decanted for structural works to her home) and its decision not to grant that accommodation as a permanent tenancy. The…
202317813 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about aids and adaptations (delay completing an adapted bathroom repair and insufficient support accessing an OT referral), and…
202302148 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports, as the landlord followed its policies and procedures, and recommended it re-offer the £150 compensation it had…
202322514 Housing association
The complaint concerned the landlord's placement of a warning marker on the resident's account (and related concerns about the impact on buying his home, staff conduct and discrimination), and its handling of internal…
202404305 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's report of a leak and associated repairs, citing unreasonable and unexplained delays and poor communication, and ordered a total of…
202322769 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request to replace a living room light switch: it failed to follow up the repair request, attended with the wrong part, and never…
202408800 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould (failures to inspect promptly, keep adequate records, avoid blaming the resident's "lifestyle", and resolve agreed works) and…
202005003 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's rent account queries, as it acted reasonably in line with its income collection policy and appropriately investigated the resident's…
202417758 Housing association
The landlord's response to the resident's request for compensation for belongings damaged by damp and mould was reasonably resolved: it acted in line with its compensation policy, offered a discretionary £250 payment…
202321963 Housing association
The complaint concerned the landlord's response to a leak causing damp and mould in the resident's flat and its complaint handling. The Ombudsman found no maladministration on either head: the landlord responded to the…
202317397 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a dangerous electrical cable in his garden: it did not engage promptly with a serious safety concern and, despite video…
202418244 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould: despite a stock condition survey and HHSRS inspection identifying moderate damp and mould in several rooms,…
202329922 Housing association
The Ombudsman found reasonable redress. The landlord took over seven weeks to first inspect the resident's reported damp and mould and a further six weeks for a follow-up appointment, and it cancelled a mould wash once…
202316111 Housing association
The Ombudsman determined it could not investigate this complaint about the landlord's handling of outstanding repairs and its staff's conduct, because the matter is subject to ongoing court proceedings (a Notice of…
202225497 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damage caused by a leak, ordering an apology, £600 compensation, an annual maintenance programme, and provision of liability insurance…
202318796 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports about the bathroom and toilet windows' opening and closing and damp and mould. The landlord took around two years to…
202317688 Housing association
The Ombudsman found maladministration in the landlord's disposal of the resident's belongings following an eviction, because it did not complete a detailed inventory or take photographs/videos and did not tell the…
202314171 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of repairs, service failure in its handling of cancelled appointments and delays, and no maladministration in its complaints…
202302810 Housing association
The complaint concerned the landlord's response to the resident's request for a transfer as part of a regeneration programme. The Ombudsman found no maladministration: the landlord provided a reasonable explanation,…
202316101 Housing association
The Ombudsman found reasonable redress for the landlord's handling of a leak affecting the communal area and associated repairs: it did not arrange a follow-up inspection until prompted by the resident's complaint, but…
202315479 Housing association
The resident (a leaseholder) complained about the landlord's handling of a leak and its refusal to reimburse a £350 insurance excess fee. The Ombudsman found no maladministration on either head, as the landlord attended…
202310811 Housing association
The resident complained that a contractor left the freezer socket switched off after electrical works, causing food to spoil, and sought compensation. The Ombudsman found no maladministration: the landlord investigated…
202316638 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of antisocial behaviour (ASB) and her request for an electronic gate. The landlord failed to follow up on the ASB reports in line…
202227616 Housing association
The Ombudsman found maladministration in the landlord's response to reports of cockroaches and in its complaint handling, ordering £800 compensation (offsettable against a prior £250 stage 2 award), assessment of…
202406779 Housing association
The complaint concerned the landlord's handling of the resident's reports of antisocial behaviour (ASB). The Ombudsman found no maladministration: the landlord opened an ASB case, contacted the resident, liaised with…
202325904 Housing association
The landlord took too long to resolve repeated faults with the communal entry door, failing to engage a specialist contractor despite an earlier recommendation and leaving the resident waiting around 5 months for an…
202307295 Housing association
The Ombudsman found the landlord offered reasonable redress in its response to the resident's concerns about the security of the block (non-working CCTV cameras and bin room door access), and found service failure in…
202337021 Housing association
The Ombudsman found maladministration in the landlord's handling of the replacement of three internal doors and a front entrance door, in its handling of communal door repairs, and in its record keeping. It also found…
202307318 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of ASB, accepting the landlord's apology, £1,000 compensation offer, acknowledgement of delays and identified learning as…
202338215 Housing association
The complaint concerned the landlord's handling of a gas leak at the property, which the resident believed was caused by a boiler installation nine months earlier. The Ombudsman found no maladministration: the landlord…
202315154 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould. The landlord failed to respond within a reasonable timeframe, did not adequately diagnose the cause of the damp and mould,…
202226417 Housing association
The Ombudsman found service failure in the landlord's handling of damp and mould repairs, hot water repairs, and record keeping, reasonable redress in complaint handling, and no maladministration regarding a…
202230553 Housing association
The Ombudsman found maladministration in the landlord's handling of a lack of heating and hot water that delayed the resident moving in, repairs to an outhouse window and kitchen, removal of building waste, and its…
202313888 Housing association
The complaint concerned the landlord's handling of the resident's request for replacement internal doors after several doors were found missing. The Ombudsman found no maladministration, as the landlord's records showed…
202300932 Housing association
The complaint concerned the landlord's handling of the resident's rent account, including arrears. The Ombudsman found no maladministration: the landlord managed the account fairly, applied only weekly rent charges,…
202216026 Housing association
The Ombudsman determined that the complaint about the level of service charge and the amount of the service charge increase was outside its jurisdiction under paragraph 42d of the Scheme, as it concerns the level of…
202310123 Housing association
The Ombudsman found maladministration both in the landlord's handling of the resident's request to install a patio door — it based its decision and complaint responses on incomplete evidence and did not follow its aids…
202230632 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak that took 8 months to repair, and service failure in its complaint handling, ordering an apology and £600 compensation plus a previously offered…
202227159 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports involving threats of violence to a vulnerable care-leaver resident, heating and hot water repairs, and complaint handling, ordering £750…
202228236 Housing association
The Ombudsman found service failure in the landlord's handling of a grandchild's application to succeed her deceased grandmother's tenancy, as it failed to advise her of her rights promptly, and in its complaint…
202222927 Housing association
The Ombudsman found maladministration in the landlord's delayed handling of a water leak and associated bathroom repairs, service failure in its handling of staff conduct concerns and complaint handling, but no…
202232565 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of a flood (delays, failure to consider reasonable adjustments, poor record keeping), service failure in its handling of the decant…
202216412 Housing association
The Ombudsman found no maladministration in the landlord's handling of repairs to the balcony door and bedroom window, but found service failure in the landlord's complaint handling for failing to acknowledge all…
202227308 Housing association
The Ombudsman found service failure in the landlord's handling of a bedroom leak due to a 3-week communication gap with the resident, ordering £250 compensation and an apology, while finding no maladministration in its…
202215591 Housing association
The Ombudsman found maladministration in the landlord's handling of a rodent infestation, due to a failure to respond to the resident's request for financial reimbursement during a decant and an incorrect offer not in…
202214667 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour (drug-related ASB from a neighbour) or the resident's request to move property. The landlord…
202301690 Housing association
The Ombudsman found service failure in the landlord's responses to reports of ASB (including CCTV and a boundary/gate dispute), to requests for heating and hot water works including relocating the boiler, to concerns…
202207259 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's queries about cleaning service charges during the pandemic, as it failed to provide sufficient evidence of cleaning and the compensation…
202205624 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (ASB) and in its complaint handling, but no maladministration in how it handled counter-allegations made…
202104590 Housing association
No maladministration for handling of security reports (historic) or communal repairs (not reported). Service failure for over two years' delay responding to service charge enquiries and failing to provide evidence.…
202126878 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the housing application pre-May 2021 (mistaken bid skip resolved by a direct match offer) and for its communications (failure to provide weekly…
202115328 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request to reconnect his electricity supply, due to poor internal communication and incorrect advice causing a one-month delay. There…
202204117 Housing association
The Ombudsman found that the landlord's handling of ASB reports from 2018-2021 was outside jurisdiction due to delay in raising the complaint. The landlord's handling of ASB reports from 2022 and the eviction request…
202204533 Housing association
The Ombudsman found no maladministration by Citizen Housing in its handling of the resident's reports of damp and mould, as it inspected promptly, arranged a second inspection when disputed, and completed necessary…
202210658 Housing association
The Ombudsman found no maladministration in how the landlord handled heating repairs when the resident moved in (the boiler was fitted during the void period and the issue was addressed promptly once the gas was…
202211268 Housing association
The landlord was found to have a service failure for its handling of damp and mould reports. While its initial response was reasonable, it failed to raise follow-on repairs for over two months after a March 2022…
202115368 Housing association
The landlord offered reasonable redress for its handling of a leak from a water tank, where it gave inaccurate information about responsibility and caused an avoidable delay. However, there was service failure in…
202202661 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request for compensation following a 23-day loss of gas supply, as the landlord acted reasonably and the delays were caused by the…
202202753 Housing association
The Housing Ombudsman determined that the complaint about the landlord's handling of the resident's rehousing request was outside its jurisdiction because it fell properly within the remit of the Local Government and…
202201031 Housing association
The landlord investigated the resident's complaint about a surveyor's conduct and an alleged discriminatory comment. Without corroborative evidence it could not determine what happened, which was reasonable. However, it…
202112942 Housing association
The Ombudsman found no maladministration by Citizen Housing. The landlord correctly followed gas safety regulations by deeming the gas fire immediately dangerous and capping the supply, and reasonably requested police…
202125268 Housing association
The Ombudsman found no maladministration in the landlord's handling of a leak and the resident's compensation request, as the landlord responded promptly and was not at fault for the damage. However, there was service…
202010136 Housing association
The Ombudsman found maladministration by the landlord for failing to review contact restrictions or advise the resident how to appeal them over a five-year period, ordering £250 compensation and a review. No…
202121401 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports about the poor condition of her bathroom, as the landlord carried out appropriate inspections and repairs in line with its…
202102784 Housing association
The Ombudsman found no maladministration by Citizen Housing regarding its support with rent arrears (including serving a Notice Seeking Possession), its involvement with the resident's energy supplier issues, and its…
202118721 Housing association
The landlord responded promptly to two sewage leaks, decanted the resident, and carried out repairs. Its decision not to compensate for damaged belongings was reasonable and in line with policy. The landlord identified…
202009563 Housing association
The Ombudsman found service failure by Citizen Housing regarding the installation of a level access shower. The landlord lacked sufficient oversight of the works, leading to delays, incomplete items, and mismanagement…
202101670 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of damp and repairs, as delays were caused by the resident's refusal to allow access and provide evidence of permission for a toilet…
202016120 Housing association
The Ombudsman determined that the complaint about the level of the service charge and its increase is outside its jurisdiction, as such matters are more appropriately dealt with by the First-Tier Tribunal (Property…
202105621 Housing association
The Ombudsman found service failure by Citizen Housing for taking 24 days to provide heating in the bedrooms during winter, given the household's vulnerabilities. It ordered £100 compensation. However, there was no…
202015791 Housing association
The Ombudsman found no maladministration by Citizen Housing in its handling of the resident's reports about rubbish overspill and fly-tipping in the communal bin store. The landlord had responded consistently, cleaned…
202017420 Housing association
The Ombudsman found service failure by Citizen Housing regarding the level of compensation offered to a leaseholder for repair delays and poor communication. The landlord took over a month to contact the resident after…
202013049 Housing association
The Ombudsman found no maladministration by Citizen Housing regarding its response to the resident's request to relocate a tumble dryer vent outlet. The landlord was under no obligation to relocate the vent, and its…
202005284 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress (£200 compensation and an apology) for delays in completing toilet repairs and pest control follow-on works, resolving the complaint…
202004238 Housing association
The Ombudsman found no maladministration in the landlord's administration of the resident's rent account or its response to queries about a passageway. However, there was service failure in the handling of a blocked…
201900746 Housing association
The Ombudsman found no maladministration by Citizen Housing regarding both the handling of the resident's request for adaptations to her property and the handling of her reports of cold spots and drafts. The landlord…
202005427 Housing association
The Ombudsman found service failure in the landlord's handling of the complaint about floorboard repairs. While the landlord responded to repair requests in a reasonable timeframe, its complaint response contradicted…
202007884 Housing association
The Ombudsman found service failure by Citizen Housing regarding its response to the resident's Voluntary Right To Buy application. While the landlord was not bound to a specific completion timeframe, it failed to…
202002427 Housing association
The Ombudsman found no maladministration by Citizen Housing in its response to the resident's complaint and request for compensation for an increased water bill. The landlord responded promptly once notified of the…
202003591 Housing association
The Ombudsman found that the landlord made reasonable redress for providing incorrect lease term information, making an unauthorised decision on which buyer to sell to, and confusing communication about an…
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