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 47 published decisions.
Hexagon Housing Association Limited's maladministration rate (85%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202406057 Housing association
Service failure for the landlord's handling of repairs outstanding from the void inspection at the start of the tenancy; reasonable redress for its response to the unauthorised entry; and maladministration for its…
202446072 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a communal leak, which caused water ingress into her home and remained unresolved for over three years. It also found severe…
202330469 Housing association
There was maladministration by the landlord in its response to the resident's reports of leaks, damp and mould, due to significant delays completing repairs, poor communication, lack of oversight and gaps in its repairs…
202417914 Housing association
The Ombudsman found maladministration in the landlord's handling of heating repairs, which left the resident without gas heating for over two years due to repeated delays, poor communication and failure to keep the…
202521501 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of property condition on letting, outstanding repairs and gas safety concerns, and in its handling of the associated complaint.…
202321938 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs, which were delayed for more than 2 years with poor communication and record keeping. The rent increase and fire safety complaint points were…
202423381 Housing association
There was maladministration in the landlord's handling of the resident's report of a leaking carport roof (delays, failure to consider a vulnerable household member and failure to complete the repair) and in its…
202407012 Housing association
The complaint about the landlord's handling of the resident's service charge queries was resolved with the Ombudsman's intervention. The landlord agreed to apologise, provide outstanding service charge breakdowns,…
202337498 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's service charge queries and communal services concerns, its response to reports of repairs, and its complaint handling, and service…
202419734 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB, as it took reasonable legal and enforcement steps within the court framework despite delays caused by bailiff backlogs. It found reasonable…
202214477 Housing association
The Ombudsman found maladministration by Hexagon Housing Association for failing to provide regular or comprehensive updates to a leaseholder who had been requesting information about the materials used on the building…
202340127 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's key fob request (over a year's delay), housing transfer request (delays and missed opportunities for advice), rodent infestation reports…
202425750 Housing association
The Ombudsman found severe maladministration in the landlord's handling of damp and mould, maladministration in its handling of a home transfer request and asbestos management, and service failures in its handling of…
202303959 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the wet room drainage, repairs to the garden paving slabs and retaining wall, and the associated complaint. The landlord was ordered to…
202427054 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (ASB) following a serious incident involving her son, and maladministration in its handling of her…
202409523 Housing association
The landlord's response to the resident's outstanding repairs following fire safety works amounted to maladministration: there were long periods of unreasonable delay and poor communication, and the Ombudsman ordered…
202308625 Housing association
The Ombudsman found maladministration in the landlord's handling of boiler repairs and in its handling of the associated complaint. It ordered a written apology, £400 total compensation, and for the landlord to confirm…
202319075 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's rent account and her concerns about the accuracy of the rent arrears balance, and maladministration in its complaint handling. The…
202230605 Housing association
The Ombudsman found maladministration in the landlord's handling of leaks, damp and mould and its record keeping, but no maladministration in its handling of antisocial behaviour reports. The landlord was ordered to…
202230630 Housing association
Following the Ombudsman's intervention, the landlord offered the resident a further £700 compensation regarding ground maintenance and cleaning service charges, which the Ombudsman determined resolved the complaint…
202304248 Housing association
The Ombudsman found maladministration in the landlord's handling of balcony repairs (around 12 months of delay, poor record-keeping, weak contractor oversight, and a failed first repair that created new trip/fall…
202311582 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the communal security gates, due to delays and a repeated failure to keep the resident informed, and maladministration in its handling of the…
202209040 Housing association
The Ombudsman found maladministration in the landlord's handling of planned works (poor communication, inadequate health and safety, failure to investigate workmanship concerns), its failure to decant the resident…
202307744 Housing association
The Ombudsman found reasonable redress on all three complaint heads: the landlord's handling of work while the resident was decanted, its handling of concerns about staff conduct, and its complaint handling. The…
202318042 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the property (including a delayed front door replacement, damp and mould, and a boiler/flue issue) and maladministration in its handling of…
202218130 Housing association
Maladministration for repairs handling (poor records, no evidence of completed works, lack of communication) and for rehousing response (no stage 1 reply, unfulfilled commitments). Reasonable redress for complaint…
202303590 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's ASB reports (poor communication, delays in providing the noise-recording outcome and in reinstalling monitoring equipment, and no…
202309596 Housing association
The Ombudsman found maladministration in the landlord's handling of the compensation payment for delayed shower repairs, as it delayed processing the payment for 5 weeks and attributed the entire award to the resident's…
202014900 Housing association
The Ombudsman found severe maladministration for the landlord's handling of a roof leak over approximately 4 years, with multiple unsuccessful repairs, poor communication, and no clear action plan. Maladministration was…
202302818 Housing association
The complaint concerned the landlord's handling of a shared ownership leaseholder's service charge queries and administration of her account, and the related complaint. The Ombudsman found the landlord's offer of…
202229905 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs required when the resident moved in, including a period without heating, and service failure in its complaint handling, ordering £850 total…
202205797 Housing association
The Ombudsman found severe maladministration in the landlord's complaint handling due to repeated and significant delays totalling 234 working days, leading to a Complaint Handling Failure Order. However, regarding the…
202112592 Housing association
The Ombudsman found maladministration by Hexagon Housing Association for its handling of a resident's internal transfer request (poor communication, failure to carry out risk assessments, and lack of support) and for…
202210306 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's balcony, which left the resident unable to use her only outside space for over 30 months due to safety risks that were not…
202100259 Housing association
The Ombudsman found maladministration by Hexagon Housing Association for failing to properly log and act on the resident's reports of anti-social behaviour made in February and May 2022, failing to follow its own ASB…
202210842 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a leaseholder's service charge information requests over 15+ months, and severe maladministration in complaint handling for failing to…
202215739 Housing association
The Ombudsman found maladministration in the landlord's handling of bathroom repairs due to unacceptable delays in raising and completing repairs after a survey identified poor condition. Reasonable redress was found…
202201020 Housing association
The Ombudsman found maladministration by Hexagon Housing Association for its handling of various repairs (including a front door replacement delayed ~29 months, garden boundary issues, electrical works, and damp/mould)…
202125894 Housing association
The Ombudsman found severe maladministration by Hexagon Housing Association for its handling of multiple repairs over a prolonged period (2018–2023), including a bathroom ceiling that partially collapsed and took 381…
202105681 Housing association
The Ombudsman found maladministration in the landlord's handling of sewage flooding and the associated decant. The landlord took an unreasonable time (May 2021 to January 2023) to permanently fix the drainage system,…
202215395 Housing association
The landlord delayed repairing the resident's boiler for three months, sent contractors without the necessary training, and failed to communicate, leading to a leak that damaged the floor. The landlord acknowledged its…
202101317 Housing association
The Ombudsman found that Hexagon Housing Association offered reasonable redress by recognising its failures in handling a boiler repair (42-day delay, multiple missed appointments) and the subsequent complaint (7-month…
201904493 Housing association
The Ombudsman found maladministration by Hexagon Housing Association for its response to the resident's reports of disrepair, including unreasonable delays, poor workmanship requiring repeated visits, and failure to…
202101844 Housing association
The landlord was found to have maladministration for failing to take timely action to gain access to a neighbour's property to fix a water leak affecting the resident's home. The leak was reported from July 2020 but the…
201912731 Housing association
The Ombudsman found no maladministration by Hexagon Housing Association in its handling of the resident's eviction (the landlord followed correct procedure for issuing a Notice to Quit to a licensee) and no…
202004092 Housing association
The Ombudsman found maladministration in the landlord's response to reports of defective windows (unsafe, no replacement date after six months) and service failure in its response to a bathroom leak (delays in…
201914551 Housing association
The Ombudsman found service failure in both the landlord's handling of repairs (majority outstanding over 18 months, far exceeding policy timescales) and its complaints handling (excessive delay in responding, failure…
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