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 17 published decisions.
Freebridge Community Housing Limited's maladministration rate (82%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202420305 Housing association
The landlord did not complete window and external render repairs within its policy timescales and failed to communicate promptly, but it acknowledged the delays, apologised, took reasonable steps to resolve the issues…
202442334 Housing association
The landlord provided reasonable redress for its handling of repairs, acknowledging delays in treating damp and mould and completing repairs and apologising with £500 compensation. There was no maladministration in its…
202432825 Housing association
The Ombudsman found severe maladministration in the landlord's response to reports of damp and mould in the resident's property and in leaving the resident without a usable kitchen for over a year, but no…
202425047 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of excess cold and unaffordable fuel bills, as it failed to evidence that the heating was working effectively and meeting the Decent Homes…
202447154 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp, mould and structural concerns. There were repeated delays in arranging inspections and completing repairs, a failure to…
202422538 Housing association
The landlord's handling of repairs to the resident's wet room and its response to reports of damp and mould amounted to severe maladministration. It delayed excessively (10 months to first inspect the reported wet room…
202320126 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the condition of the property, covering the kitchen, the bathroom and damp and mould. It ordered the landlord to pay £450…
202302955 Housing association
The resident complained about a service charge increase, the lack of consultation before it, the landlord's response to her request to be proportionally billed for heating, and communication about undercharges, plus…
202217964 Housing association
The Ombudsman found reasonable redress for delays in repairs to soffits, facias, guttering and fencing (with compensation awarded), and for the landlord's handling of a neighbour extending their land. No…
202347029 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of leaks, damp and mould, which went unresolved for over 18 months, and maladministration in its handling of the…
202324812 Housing association
The Ombudsman found maladministration in the landlord's handling of a persistent rodent infestation and in its complaint handling, and service failure in its handling of damp and mould and in assessing part of the…
202230612 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs and improvements to the resident's property, including delayed gutter and loft hatch repairs and a reduction in shower space. The landlord was…
202320340 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise from the adjoining property. There were service failures including an 11-month delay in inspecting the property for…
202210458 Housing association
The Ombudsman found reasonable redress for communication failures regarding regeneration works (the landlord acknowledged the issue and offered £50 compensation), and service failure for delays in reimbursing promised…
202220143 Housing association
The Ombudsman found that the landlord's offer of £450 compensation for delays to kitchen and bathroom upgrades following a mutual exchange, plus £150 for spoiled food, resolved that part of the complaint satisfactorily…
202123596 Co-operative
The Ombudsman determined that the complaint about the landlord's response to the resident's request to view its shareholder register was outside its jurisdiction, as the matter relates to compliance with the…
202109575 Housing association
The landlord was found to have maladministration for its handling of a resident's reports of damp and mould. It took approximately one year to correctly identify the cause of the damp, causing significant delays and…
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