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 11 published decisions.
Cross Keys Homes Limited's maladministration rate (73%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202535394 Housing association
No maladministration was found in the landlord's handling of the resident's kitchen replacement and reasonable adjustments, nor in its handling of the associated complaint. The landlord offered reasonable adjustments…
202413160 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports (it did not complete a risk assessment as required by its policy), no maladministration in the landlord's decision to undertake tenancy…
202313867 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of ASB, as it effectively applied its ASB policy and took reasonable steps including visiting the perpetrator, issuing an…
202205537 Housing association
The Ombudsman found service failure in the landlord's handling of ASB/noise nuisance and in its complaint handling, ordering £200 total compensation. No maladministration was found regarding the radiator, carbon…
202118626 Housing association
The Ombudsman found maladministration by Cross Keys Homes for its failure to take timely action on the leaseholder's reports of ASB and unauthorised structures in the communal garden over more than a year. No…
202015692 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports (failure to pursue alternative evidence when diary sheets were refused) and in its communication during the resident's decant move (unclear…
202103074 Housing association
The Ombudsman found maladministration in the landlord's complaint handling for failing to log the complaint and breaching the Complaint Handling Code; service failure in the implementation of contact restrictions for…
202115873 Housing association
The landlord was found to have a service failure for not acting on an occupational therapist's recommendation to address poor shower water pressure, despite having promised to do so in its complaint response. The…
202119455 Housing association
The Ombudsman found maladministration by Cross Keys Homes for its handling of a resident's reports about a leaking toilet and associated repairs. The landlord failed to classify the leak as urgent despite it causing…
202103985 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of noise nuisance from a neighbour. The landlord investigated using a noise monitoring app, concluded the noise was not…
202003275 Housing association
The Ombudsman found no maladministration on all five complaint heads. The landlord acted reasonably in paying £4,889 compensation for mould-damaged belongings, handling rent duplication, addressing cleaning/decorating…
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