Local authority / ALMO / TMO
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 19 published decisions.
Gateway Housing Association Limited's maladministration rate (84%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202336992 Housing association
The Ombudsman found severe maladministration in the landlord's response to building repair and maintenance concerns (failing to inspect windows and balconies despite repeated reports), service failure in its handling of…
202439005 Housing association
The Ombudsman found maladministration in the landlord's response to reports of gas leaks and gas safety concerns following major kitchen works, reasonable redress for its handling of missed appointments, no…
202407368 Housing association
The complaint concerned the landlord's handling of the resident's concerns that her property address was not correctly registered (affecting a warm home discount application and contents insurance), and its handling of…
202400771 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for a meeting about cyclical works, the defects list, and concerns about window replacement. Regarding the delayed service…
202445270 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak. While the leak was ultimately the builder's responsibility during the defect period, from December 2024 the landlord…
202310470 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a leak, due to poor record keeping that undermined its ability to demonstrate it raised concerns with the freeholder and to…
202431390 Housing association
The Ombudsman found service failure in the landlord's handling of reported anti-social behaviour from a neighbour, because it did not contact the resident within 48 hours as committed in its stage 2 response. It found…
202311690 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks and damp (including repair categorisation, delays and its offer of compensation) and in its complaint handling. It…
202217623 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for adaptations. The landlord appropriately reviewed the occupational therapy assessment, applied for a Disabled Facilities…
202216373 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB allegations about the resident, as it investigated appropriately and closed the case when no evidence was found. However, maladministration was…
202214087 Housing association
The Ombudsman found service failure by Gateway Housing Association in its handling of the resident's chain let request. The landlord made errors including advertising the property for general letting, failing to provide…
202117623 Housing association
The Ombudsman found maladministration in four areas: the landlord's handling of noise reports (delayed soundproofing and failure to address washing machine noise), communal cleaning (dismissive approach and…
202112753 Housing association
The Ombudsman found maladministration for the landlord's response to communal area requests (unreasonable delay of over a year in hedge planting, poor record keeping, and failure to consider alternatives for the…
202117769 Housing association
The Ombudsman found service failure in the level of compensation offered by the landlord for its handling of a water leak, and maladministration in its record keeping and complaint handling. The landlord failed to…
202110301 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to heighten a boundary fence, as the request was for an improvement not a repair, and the landlord acted in line with its…
202118564 Housing association
The Ombudsman found maladministration for the landlord's handling of a tree removal request, which took over two years to resolve with repeated delays and poor communication. Service failure was found for the landlord's…
202114470 Housing association
The Ombudsman found maladministration by Gateway Housing Association in its administration of the resident's service charge, including failing to adequately respond to concerns about sinking fund management and failing…
202105653 Housing association
The Ombudsman found maladministration by Gateway Housing Association for a 4-month delay in responding to the resident's report of damp and mould following a leak, but found the landlord's initial leak response was…
202000681 Housing association
The Ombudsman found service failure by Gateway Housing Association for repeatedly failing to respond to the resident's requests for information about electricity meter serial numbers and locations, despite giving…
Landlord Monitor feature
Landlord Monitor tracks your organisation's record, benchmarks you against peers and sends early-warning alerts the moment a new determination is published.