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 20 published decisions.
Eastlight Community Homes Limited's maladministration rate (80%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202537579 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's ASB reports, specifically its failure to adequately respond to her July 2024 report about car damage, and ordered £100 compensation. It…
202406063 Housing association
The resident complained about the landlord's handling of her complaint. The Ombudsman found service failure: the landlord's stage 2 acknowledgement was outside its complaints policy timeframe and there were record…
202232142 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of damp and mould or his request for rehousing, but found service failure in its handling of his reports of damage to…
202341576 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's antisocial behaviour reports — it failed to tell the resident of its plan to meet the neighbour, took over three months to complete a risk…
202313995 Housing association
The complaint concerned the landlord's handling of a leak from a bedroom ceiling and the associated repairs. The Ombudsman found the landlord's communication with the resident and its contractors was lacking, but that…
202221657 Housing association
The Ombudsman found the landlord's offer of redress made prior to investigation resolved the resident's complaint about damp and mould, boiler repairs, and its complaint handling satisfactorily.
202334050 Housing association
The landlord handled the resident's request to move appropriately, following its allocations policy and supporting her application, so there was no maladministration. However, there was service failure in its handling…
202311363 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's report of a collapsed ceiling (repair took 50 calendar days, poor communication, failure to pass on asbestos results, failure to…
202337118 Housing association
The landlord handled the resident's ASB reports reasonably between May and July 2023 but failed in its communication and adherence to its ASB policy from August 2023 to March 2024; the Ombudsman found the landlord's…
202340713 Housing association
The landlord's handling of the resident's reports of noise disturbance amounted to service failure: while its initial responses were reasonable, it failed to respond to her contact at times and missed opportunities to…
202308431 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about the end of defects inspection, service failure in its handling of the reported new-build defects (record-keeping…
202317683 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request for a designated parking space: it over-relied on the tenancy agreement, did not fully investigate the history or consider the…
202337462 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports — it failed to conduct its own investigation, relied too heavily on partner agencies, gave inaccurate and untimely advice,…
202106160 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about a persistently waterlogged garden, and maladministration in its complaint handling. The landlord was slow to act, delayed…
202309761 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request for repairs to the patio door handles and locking mechanism. It cited confusing communication about whether the handles were…
202213536 Housing association
The Ombudsman found maladministration for the landlord's failure to investigate contractor conduct and provide proper appointment notices, and for poor complaint handling over 47 weeks. Service failure was found for…
202209342 Housing association
The Ombudsman found reasonable redress for the landlord's miscommunication about the garden size at the start of the tenancy, but maladministration for delays in repairing the door lock and replacing the front/back…
202215689 Housing association
The Ombudsman found maladministration by Eastlight Community Homes Limited for its handling of damp and mould in the resident's property. The landlord delayed providing alternative accommodation for around 10 months…
201909770 Housing association
The Ombudsman found no maladministration in the landlord's response to the residents' request for compensation. The landlord appropriately identified its own failings in handling the Right to Acquire application,…
202000056 Housing association
The Ombudsman found no maladministration by Eastlight Community Homes in its response to the resident's concerns about garden soil settlement and drainage issues. The landlord appropriately investigated via a surveyor…
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