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 12 published decisions.
Community Gateway Association Limited's maladministration rate (42%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202336257 Housing association
The landlord made a reasonable offer of redress (£600) for errors and delays in handling repairs to the front door, kitchen window and boiler, and there was service failure in its handling of ASB due to poor…
202404869 Housing association
The Ombudsman found service failure in the landlord's handling of extractor fan repairs and maladministration in its handling of reported bathroom damp, in both cases because poor record keeping meant it could not…
202300470 Housing association
The resident complained that the landlord failed to take his medical needs into account when processing his lettings scheme application, that staff treated him inappropriately, and about its complaint handling. The…
202325167 Housing association
The Ombudsman found the ASB and staff conduct issues outside jurisdiction (not raised with the landlord within a reasonable time), service failure in the landlord's handling of repairs (roof repair delays and failure to…
202202470 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of anti-social behaviour (noise complaints). The landlord investigated promptly and thoroughly on each occasion, using noise…
202335999 Housing association
The resident complained about the landlord's handling of their request to move to a new property following a violent incident, and its handling of reports about staff conduct. The Ombudsman found no maladministration on…
202209378 Housing association
The Ombudsman found the complaint about the rent increase was outside its jurisdiction (as it concerns the level of rent, which falls to the First-Tier Tribunal). Regarding the landlord's communications with the…
202127389 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's request to install a boundary fence. The landlord reasonably declined the request in line with its fencing policy, which states…
202015749 Housing association
The Ombudsman found no maladministration on all three complaints: the landlord's handling of rent arrears communications was reasonable; its response to a disputed allegation of abusive language in a telephone call was…
201904880 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports between February and September 2019, but found maladministration in its complaint handling for wrongly refusing to consider the…
202006096 Housing association
The Ombudsman found no maladministration in the landlord's responses to complaints about a beeping fire alarm, unannounced contractor visits, communal cleaning, the communal door, service charge information, anti-social…
202002560 Housing association
The Ombudsman found no maladministration in the landlord's handling of the annual gas safety inspection (it followed Government guidance, risk-assessed the boiler, and agreed the resident's conditions for access), its…
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