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 32 published decisions.
Estuary Housing Association Limited's maladministration rate (78%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202403709 Housing association
Service failure found in the landlord's handling of repairs to a fire sprinkler system, which took around 20 months to complete after the fault was first identified, with poor communication and record keeping. No…
202512162 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of a leak, which involved a lack of urgency, poor communication and oversight, and delays of almost 10 months in identifying the cause. It also…
202341673 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a management move: it offered a property the resident was not eligible for and had delays in communication, but it acknowledged its errors,…
202335719 Housing association
The landlord handled the resident's request for maintenance of a tree (on third-party land) with a communication failure, taking an unreasonable length of time to pass on relevant information; its apology and £100…
202430696 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports, noting the landlord took reasonable and proportionate, multi-agency steps and set expectations appropriately. There was…
202340870 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about a gap at the bottom of the front door and the position of the lock, and service failure in its handling of reports of…
202442489 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's 2024 reports of damp and mould: repairs completed after access was gained were not proven effective in eliminating the damp and mould,…
202331300 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of a shattered window and damaged door, as the shared ownership agreement made the resident responsible for the glass and the…
202232040 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's front porch (long delays, ineffective contractor oversight, failure to investigate cold/thermal comfort concerns and to take…
202321641 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's repairs, where the ceiling repairs and the surveyor's recommended works were not completed within policy timescales and the landlord…
202322553 Housing association
The Ombudsman found no maladministration in the landlord's handling of a bath and bathroom tile defect, as its offer to replace the bath and any immediately affected tiles (without retiling the whole bathroom) was…
202308323 Housing association
A group complaint from 28 leaseholders about the landlord's handling of a project to paint internal communal areas, plus the landlord's complaint handling. The Ombudsman found maladministration on both heads: the…
202404885 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of repairs to the hot water system. Failures included miscommunication with contractors causing repeated visits, poor…
202313827 Housing association
The landlord took reasonable steps to repair the roof (repairs in May and November 2022) but did not demonstrate it responded appropriately to all the resident's reports, as it failed to explain why it concluded the…
202308974 Housing association
The resident complained about the landlord's response to communal repairs in the car park (gate stuck open, faulty lighting) and about damage to her car following a break-in. The Ombudsman determined the complaint was…
202228895 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about recurring structural damage, including an unresolved insulation defect, and maladministration in its complaint handling,…
202310898 Housing association
The complaint concerned the landlord's handling of repairs to a trickle vent above the living room window. The Ombudsman found the landlord offered reasonable redress: it acknowledged its failing (a wasted appointment…
202304853 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak, of damp and mould in the hallway cupboard, and of the associated complaint. The landlord responded to the emergency…
202311016 Housing association
The Ombudsman found service failure in the landlord's handling of a kitchen window repair, which remained outstanding for around 10 months across four contractor visits, and in its handling of the associated complaint,…
202225058 Housing association
The Ombudsman found severe maladministration in the landlord's handling of long-running damp and mould that affected a family including children with asthma and autism, including a failed decant where no works were…
202229714 Housing association
The Ombudsman found service failure in the landlord's handling of boiler repairs and its engagement with the resident about his vulnerability, ordering £462 compensation and an apology.
202205214 Housing association
The Ombudsman found maladministration in the landlord's handling of plumbing repairs (2-year delay following up on water tank work) and garage door repairs (8-month delay causing security concerns), and service failure…
202216223 Housing association
The Ombudsman found maladministration in the landlord's handling of the kitchen refurbishment, its handling of the resident's concerns about contractor conduct, and its associated complaint handling. The landlord failed…
202221371 Housing association
The Ombudsman found severe maladministration in the landlord's handling of prolonged damp and mould over 612 days, including inaccurate complaint responses and inadequate compensation for damaged possessions, ordering a…
202218007 Housing association
The Ombudsman found maladministration in the landlord's handling of major works (cladding replacement) for failing to provide a promised quiet area for 12 months, not updating residents about window coverings, and not…
202017245 Housing association
The Ombudsman found no maladministration in the landlord's handling of repairs, as it completed most repairs within reasonable timeframes and arranged a structural survey. However, there was service failure in complaint…
202209474 Housing association
The landlord was found to have maladministration for taking a year to repair a leak in the underground car park, with poor record keeping, incorrect repair dates, and inadequate communication. There was also…
202211445 Housing association
The Ombudsman found service failure by Estuary Housing Association for its handling of ASB reports (unreasonable refusal to view video evidence and failure to consider the resident's mental health vulnerabilities) and…
202127401 Housing association
The Ombudsman found service failure by Estuary Housing Association regarding how it handled repairs at the property and the level of compensation offered. While the landlord responded appropriately by arranging…
202201376 Housing association
The Ombudsman found service failure by the landlord regarding its response to bike store security concerns, as it failed to progress agreed security upgrades or communicate limitations to the resident. The landlord was…
202102612 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request for soundproofing insulation, as sound tests confirmed the property met building regulations. The resident's complaints about…
202107783 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident is seeking compensation for a personal injury (a ceiling vent fell and injured her), which is a matter for the courts rather than…
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