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.
East End Homes Limited's maladministration rate (75%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202447180 Housing association
The Ombudsman found maladministration in the landlord's responses to the resident's reports of damp, mould, and overcrowding, as repairs took significantly longer than its Repairs Policy timeframes, delays were not…
202413273 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise nuisance (dog barking), as it failed to evidence it responded appropriately, did not manage the case in keeping with…
202334186 Housing association
The landlord offered reasonable redress for its handling of the resident's reports of a leak, having delayed repairs between 2022 and 2023 but putting this right with an apology and proportionate compensation. It also…
202316016 Housing association
The Ombudsman found maladministration in the landlord's response to a leaseholder's concerns about the underground car park (gate repairs, cleaning and maintenance, ASB and security, and service charge enquiries) and in…
202435034 Housing association
The Ombudsman found maladministration in the landlord's response to reports of leaks and water ingress from a neighbouring leasehold/HMO property, and maladministration in its complaint handling. While the landlord…
202320504 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about a staff member's conduct, concluding the landlord investigated proportionately and explained its findings clearly. It…
202306045 Housing association
The Ombudsman found the landlord offered reasonable redress for its response to the resident's reports of damp and mould, with its £250 offer falling within the recommended range, so no further compensation was ordered…
202014929 Housing association
The landlord was found to have maladministration for its handling of a resident's request to install an additional toilet, giving incorrect advice about mutual exchange, making unnecessary Occupational Therapy referrals…
202017580 Housing association
The landlord responded promptly to flooding reports but delayed providing drying equipment. It acknowledged failures, completed repairs, offered carpet replacement and £700 compensation — reasonable redress. However,…
202121527 Housing association
The Ombudsman found maladministration for the landlord's handling of two water ingress repairs. The landlord excessively delayed repairing a roof leak (reported January/April 2021, not completed until November 2021) and…
202005303 Housing association
The Ombudsman found no maladministration by East End Homes Limited regarding information provided about the electric meter, handling of an electric bill for the void period, or its complaints handling. The landlord…
202001075 Housing association
The Ombudsman found no maladministration in the landlord's handling of the viewing, moving in process, repair works, or complaint handling. However, there was service failure because the landlord did not keep adequate…
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