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 19 published decisions.
Cottsway Housing Association Limited's maladministration rate (32%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202531124 Housing association
The Ombudsman found no maladministration in the landlord's handling of the carpet removal charge of £333.39, which was valid under the tenancy agreement. However, the landlord's complaint handling was criticised for…
202347716 Housing association
The Ombudsman found service failure in the landlord's handling of its property allocation process, as it should have known its property had adaptations and mismanaged expectations and communication over a near…
202409367 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's repair requests (it kept no record of its property visit, failed to arrange the committed damp-proof-course/repointing inspection, and…
202315431 Housing association
The resident complained about the landlord's response to his dissatisfaction with evidence the landlord relied on in a court case against him. The Ombudsman determined the complaint was not within its jurisdiction, as…
202303048 Housing association
The resident, an assured tenant, complained about the landlord's handling of his request for a replacement kitchen tap and its complaint handling. The Ombudsman found reasonable redress on both heads: the landlord had a…
202312919 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of noise from the neighbour's use of water facilities and an early-hours vibration, as it took reasonable and proportionate steps to…
202303404 Housing association
The resident complained that the landlord refused to install his preferred choice of kitchen flooring, which he said was needed as a reasonable adjustment for his autism and for his dog's safety. The Ombudsman found no…
202209529 Housing association
The Ombudsman found no maladministration in the landlord's response to recharges for major works, as it had followed the Section 20 consultation process. However, there was service failure in complaint handling due to…
202123463 Housing association
The Ombudsman found no maladministration in the landlord's handling of repairs to the mains water pipe, but found a service failure for not adequately investigating the resident's water quality concerns. A complaint…
202209115 Housing association
The Ombudsman found no maladministration in the landlord's handling of noise disturbance and ASB. The landlord acted reasonably by opening an ASB case promptly, maintaining regular contact, offering mediation, liaising…
202219718 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of staff conduct, as the Housing Officer's visits and calls were reasonable estate management actions and the landlord…
202211638 Housing association
The Ombudsman found no maladministration by Cottsway Housing Association in its handling of the resident's application for a three-way mutual exchange. The landlord correctly applied a legally binding section 106 local…
202205746 Housing association
The Ombudsman found no maladministration by Cottsway Housing Association in its handling of a resident's application for a three-way mutual exchange. The landlord correctly applied a legally binding Section 106…
202113909 Housing association
The Ombudsman found no maladministration by Cottsway Housing Association in its response to a resident's reports of a leak from a radiator valve. The landlord attended within 24 hours, investigated the cause, and…
202119656 Housing association
The Ombudsman determined that the complaint was outside its jurisdiction because the issues (property condition at let in 2005, a flood, and heating repairs from 2011) occurred more than ten years ago and were not…
202002051 Housing association
The landlord delayed in resolving a leak into the resident's bathroom that contributed to mould growth, but its offer of a £268.14 rent credit was found to be reasonable redress for the service failure.
202000991 Housing association
No maladministration was found in the landlord's response to the resident's reports about a neighbour's shed causing garden damage and restricting natural light, as it took reasonable investigative steps. However,…
202012186 Housing association
The Ombudsman determined that the complaint about the landlord's handling of antisocial behaviour was outside its jurisdiction because the complainant is a freeholder homeowner with no landlord/tenant relationship with…
201914012 Housing association
The Ombudsman found no maladministration by Cottsway Housing Association in its response to the resident's request to retain CCTV he had installed without prior permission. The landlord acted reasonably in refusing…
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