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 (67%) is higher than the average for housing association (64%) 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 in the landlord's response to the resident's reports of a shower leak, citing delays in completing repairs, failure to treat the works as a priority despite the resident's mobility…
202422461 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, antisocial behaviour, and the resident's request to be rehoused, but no maladministration in its handling of asbestos…
202417253 Housing association
The landlord's handling of the resident's reports of damp and mould amounted to maladministration, chiefly because of a 40-week delay in addressing repairs identified at the April 2023 inspection, alongside poor…
202233149 Housing association
The complaint concerned the landlord's handling of the resident's reports that the previous landlord had consented to a driveway installation. The Ombudsman found no maladministration: the landlord's position that…
202313045 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould at the resident's assured tenancy property, citing delays in completing the works and poor communication. The landlord was ordered to…
202307324 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about planned rewiring and kitchen replacement, in its response to the conduct of staff, and in its handling of the complaint;…
202231509 Housing association
The Ombudsman found no maladministration in the landlord's handling of a pathway repair request made during a right-to-buy process, but found service failure in its complaint handling due to missed timescales and lack…
202331096 Housing association
The Ombudsman found service failure in the landlord's response to reports of damp and mould in a bedroom located over an external alleyway. While the landlord carried out investigations and some repairs (extractor fan,…
202204407 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports and associated transfer request. The landlord failed to risk assess the case, did not explore alternatives to the noise app,…
202311499 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reasonable-adjustment requests during district heating replacement works (taking six months to agree adjustments) and in its handling of…
202305971 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of window repairs due to draughts. There were unreasonable delays in inspecting the windows, and the landlord's complaint…
202324287 Housing association
The complaint concerned the landlord's handling of reports of overgrown trees and its complaint handling. The Ombudsman found no maladministration in the tree handling, as the landlord inspected the trees and followed…
202228261 Housing association
The Ombudsman found no maladministration in the landlord's decision to plant shrubs in the resident's garden under approved planning permission, but found service failure in its complaint handling for failing to…
202307173 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reported concerns about the weld/join in his new kitchen flooring, installed as part of an internal improvements programme. It found…
202316350 Housing association
The complaint concerned the landlord's response to the resident's request for her windows to be replaced. The Ombudsman found service failure: the landlord's decision not to replace the windows was reasonable and…
202339892 Housing association
The Ombudsman found maladministration in the landlord's unreasonable delay in starting major structural (subfloor) works, which were 229 days overdue, and in its complaint handling, including failing to log an initial…
202314560 Housing association
The Ombudsman found service failure in the landlord's handling of repairs (unreasonable delay in repairing window sills and inadequate record keeping that left wooden support props in place) and in its complaint…
202301802 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (woodworm-infested floorboards, guttering, and damp and mould in the kitchen), service failure in its complaint handling, and no…
202229870 Housing association
The Ombudsman found maladministration in the landlord's handling of kitchen sink leaks, with delays and poor communication, and maladministration in its complaint handling, ordering £700 compensation, an apology, and a…
202219465 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's succession requests following ASB reports, nor in its handling of the resident's concerns about staff conduct when discussing mental…
202122445 Housing association
The Ombudsman found maladministration in the landlord's handling of issuing a lease for solar panels at the resident's property, and maladministration in its complaint handling. The landlord failed to issue a lease when…
202218794 Housing association
The Ombudsman found service failure in the landlord's handling of its proposals to remove the resident's garage and driveway as part of a regeneration scheme. The landlord failed to adequately communicate with the…
202218195 Housing association
No maladministration was found in the landlord's handling of roof leaks, as it responded promptly and reasonably. However, maladministration was found in the landlord's complaint handling, with excessive delays of over…
202128308 Housing association
The landlord used inappropriate and unprofessional language in internal communications about the residents. It acknowledged its failings, apologised, and offered £200 compensation, which the Ombudsman found constituted…
202200176 Housing association
The Ombudsman found service failure by Gentoo Group Limited in its handling of roof, patio door, and window repairs, as well as its complaint handling, due to significant delays and poor communication. No…
202100778 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about his district heating charge. The landlord took reasonable steps to investigate and explain the tariff, including…
202122356 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports about structural issues with the gable end of their home. The landlord arranged inspections, obtained structural engineer…
202112841 Housing association
The Ombudsman found no maladministration by Gentoo Group Limited regarding its response to a leak under the resident's kitchen (which caused damage and an unpleasant smell) and its response to the resident's request for…
202101116 Housing association
The Ombudsman found reasonable redress for repair handling (water ingress, roof issues) — the landlord responded promptly, inspected, provided an action plan and offered a two-week rent refund. However, there was…
202013767 Housing association
The Ombudsman found service failure by the landlord for its unannounced repairs visit during a national Covid-19 lockdown, ordering £100 compensation for the additional distress caused. However, there was no…
202008205 Housing association
The Ombudsman found reasonable redress by the landlord regarding its handling of extensive works to the property above the resident's. The landlord was entitled to carry out the works and was not obliged to install…
202008584 Housing association
The Ombudsman found that the landlord's offer of £559 for damaged flooring following a radiator leak was reasonable redress resolving the repairs complaint satisfactorily. There was no maladministration regarding the…
202006624 Housing association
The Ombudsman found that the landlord's offer of £500 compensation, together with offers to bring forward the kitchen renewal and install a gas monitor, satisfactorily resolved the complaint. There was no…
201813223 Housing association
The Ombudsman found maladministration by Gentoo Group Limited for requiring a vulnerable resident (elderly, living alone with mental health issues) to complete an extensive list of repair works within two days before…
201817178 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's reports of anti-social behaviour by neighbours. Although there were initial delays in communication, the landlord apologised,…
202000538 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request to bring forward double glazing installation. The landlord followed its guidance, inspected promptly, and reasonably refused…
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