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 43 published decisions.
Gentoo Group Limited's maladministration rate (77%) is broadly in line with the average for housing association (79%) across published Ombudsman determinations.
202336287 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about garden flooding, as it failed to fully consider its lease obligations and raised unrealistic expectations. It found…
202536910 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of rats. The landlord appropriately directed pest control through the local council, completed recommended proofing works…
202453370 Housing association
The Ombudsman found service failure in the landlord's handling of concerns about the property's condition upon moving in, and maladministration in its handling of reports of outstanding repairs (including boiler, roof,…
202448891 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the toilet and reports of a flood, because it failed to evidence it had responded reasonably to a December 2024 report due to gaps in its…
202500036 Housing association
The Ombudsman found the complaint about the second bedroom size was outside jurisdiction as it had been subject to court proceedings. It found maladministration in the landlord's handling of the resident's ASB reports…
202335115 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request for replacement windows, which it determined were not due for renewal until the mid-2030s and only required repairs that were…
202515300 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould due to delays in inspection and repairs, poor record keeping, and failure to follow its damp and mould…
202334556 Housing association
The Ombudsman found maladministration, no maladministration, severe maladministration in the landlord’s handling of The landlord’s response to the residents reports of a shower leak. The landlord’s complaint handling.…
202422461
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: the resident’s reports of damp and mould in the property. the resident’s reports of asbestos in the…
202417253
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould in the property. Temporary move.. Total compensation ordered: £631.
202233149
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports that the previous landlord had given her consent to install a driveway..
202313045
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of damp and mould at the resident’s property.. Total compensation ordered: £350.
202307324
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s concerns about The planned rewiring works and replacement kitchen. Asbestos. Conduct of…
202231509
The Ombudsman found no maladministration, service failure in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s request for it to complete a pathway repair. The associated…
202331096
The Ombudsman found service failure in the landlord’s handling of The resident’s complaint is about the landlord’s response to reports of damp and mould in a bedroom located over an external alleyway.. Total…
202204407
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB), and the associated transfer request.. Total compensation ordered: £100.
202311499
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s personal information in relation to information it provided to its contractors, sub-contractors and…
202305971
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs to his windows due to draughts.. Total compensation ordered: £250.
202324287
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of overgrown trees. The Ombudsman has also considered the landlord’s complaint…
202228261
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s concerns regarding shrubs planted in her front garden and its communication. The…
202307173
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s reported concerns about his new kitchen flooring..
202316350
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s request for the windows at her property to be replaced.. Total compensation ordered: £100.
202339892
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord's handling of major repairs due at the resident’s property, including: The time taken to start the work. The…
202314560
The Ombudsman found service failure in the landlord’s handling of : The condition of the property when it was let to the resident. The landlord's handling of reported repairs. The landlord’s complaint handling has also…
202301802
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of the landlord’s handling of: Plastering repairs to the resident’s bedroom and living room. Repairs reported by…
202229870
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of reports of leaks from the resident’s kitchen sink. Complaint handling.. Total compensation ordered: £700.
202219465
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of: the resident’s succession requests following reports of antisocial behaviour (ASB) at their property. the resident's…
202122445
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The installation of solar panels at the resident’s property in 2016. Issuing a lease for the solar panels resulted in the…
202218794
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of its proposals to remove the resident’s garage and driveway as part of its regeneration scheme..
202218195
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Leaks in the resident’s property. The associated complaint..
202128308
The Ombudsman found maladministration in the landlord’s handling of the tone, content and language used in correspondence the residents received from the landlord.. Total compensation ordered: £200.
202200176
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of: Report of repair issues to the roof. Report of repair issues to patio doors. Report of repair issues to…
202100778
The Ombudsman found no maladministration in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s concerns about his district heating charge..
202122356
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about issues with the gable end of their home..
202112841
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s: report that a leak under her kitchen had resulted in damage to her property and an…
202101116
The Ombudsman found reasonable redress, service failure in the landlord’s handling of The complaint is regarding the landlord’s: Handling of the resident’s repairs reports. Response to the resident’s concerns over the…
202013767
The Ombudsman found service failure, reasonable redress, no maladministration in the landlord’s handling of : The landlord’s response to the resident’s concerns about a repairs visit to his property on 24 November 2020.…
202008205
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the works in the property above, including its decision not to install soundproofing..
202008584
The Ombudsman found no maladministration in the landlord’s handling of The complaint refers to: The landlord’s response to the resident’s reports of repairs needed to his radiators, flooring, and boiler. The resident’s…
202006624
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s offer of compensation in relation to the resident’s reports of: a gas leak at the property; its failure to carry out…
201813223
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s request for the resident to carry out repair works to the property within two days, before she could move to a…
201817178
The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours..
202000538
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s response to the resident’s request to bring forward the installation of double glazing to her property..
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