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 22 published decisions.
Hightown Housing Association Limited's maladministration rate (73%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202343764 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to remove her name from a joint tenancy, as the landlord acted in line with its tenancy agreement and procedure (name could…
202324004 Housing association
The Ombudsman found no maladministration in the landlord's handling of repairs to a communal carpark gate, as it met its repair obligations and offered appropriate solutions. However, it found service failure in the…
202333808 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's service charges, noting the landlord explained liability, arranged a replacement key fob, identified and committed to correcting a…
202509436 Housing association
The Ombudsman found reasonable redress in the landlord's handling of reports of damp and mould and thermal efficiency concerns: there were significant delays and poor communication, but the landlord ultimately completed…
202434525 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of antisocial behaviour (failure to adhere to communication preferences and Equality Act duties, no risk assessment or action…
202228597 Housing association
The Ombudsman found service failure in the landlord's handling of grounds and estate maintenance, including window cleaning delays and a delayed refund, but no maladministration in its handling of concerns about the…
202320493 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to install a battery to the solar panels at his property. It concluded the landlord acted reasonably and in line with the…
202348167 Housing association
The complaint concerned the landlord's response to a shared ownership leaseholder's concerns about fire safety and cladding at the building. The Ombudsman found service failure: although the landlord was largely…
202302378 Housing association
The Ombudsman found the landlord's response to the resident's concern about the injunction paperwork was outside jurisdiction, no maladministration in its handling of the annual gas safety check and capping of the gas…
202400264 Housing association
The Ombudsman found service failure in the landlord's response to the resident's ASB reports (no risk assessment, no discussion of an acceptable behaviour agreement, and unclear explanation of enforcement evidence…
202229801 Housing association
The Ombudsman found service failure in the landlord's handling of reports of water penetration and damp following a leak, no maladministration in its handling of the resident's decant and request for a permanent move,…
202233841 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a silverfish infestation (including failing to take steps it had agreed during the complaints process and providing no…
202009996 Housing association
The Ombudsman found service failure by Hightown Housing Association for not clarifying the scope of a warranty settlement regarding outstanding defects in a shared-ownership property, and for delays in its complaint…
202102415 Housing association
The Ombudsman found no maladministration in the landlord's handling of repair reports about a rear door and bath leak, as the landlord correctly referred defects to the developer under the new-build warranty. There was…
202121975 Housing association
The Ombudsman found reasonable redress by the landlord regarding its handling of safety and condition concerns after a mutual exchange, as it acknowledged failings (delayed gas/electrical checks, inadequate inspections,…
202125333 Housing association
The Ombudsman found maladministration by Hightown Housing Association for its handling of a resident's reports of noise nuisance from a neighbour (failing to send a letter and failing to contact the resident as agreed),…
202101957 Housing association
Maladministration for inadequate response to reports of extreme heat (up to 40°C) over several years, including insufficient investigation, lost data, delayed repairs, and failure to consider a management transfer. Also…
202215632 Housing association
The landlord told the resident the property would be ready in two weeks but failed to properly assess the works needed, causing significant delays. It did not keep him updated, consider his vulnerability, or offer…
202107538 Housing association
The Ombudsman found maladministration in the landlord's handling of reported defects in a new-build shared ownership property, as most defects were significantly delayed (some over a year) and the landlord failed to…
202102411 Housing association
The Ombudsman found no maladministration in the landlord's response to a leaseholder's complaint about a staff member attending an inspection. The landlord investigated appropriately, provided timely responses, and…
202009452 Housing association
The Ombudsman found no maladministration by Hightown Housing Association in its response to the resident's concerns about the safety of electrical, water, drainage and heating systems, as it arranged multiple…
201915457 Housing association
The Ombudsman found no maladministration by Hightown Housing Association in its handling of the resident's reports of defects at his shared ownership property, including a bathroom leak. The landlord carried out…
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