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 18 published decisions.
Housing 21's maladministration rate (17%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202426905 Housing association
The Ombudsman found no maladministration in the landlord's response to the shared owner's concerns about its buy back process (offering 80% of the purchase price) and no maladministration in how it handled the…
202412204 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about service charges for tree maintenance, as it was entitled to recover these costs and had made residents aware of the…
202347346 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the rent account, car parking and a carpet damaged by a leak, because the landlord identified its failures, apologised, offered compensation and…
202445677 Housing association
The Ombudsman could not investigate the level of rent and service charge or the increases (outside jurisdiction under paragraphs 42.d/42.f), but found the landlord's communication about them was reasonable redress (its…
202216267 Housing association
The Ombudsman found reasonable redress for the landlord's handling of reports of staff conduct (the landlord apologised, offered £50 compensation, and took steps to improve communication and GDPR compliance), and no…
202228553 Housing association
The Ombudsman found no maladministration in the landlord's handling of noise disturbance reports from a neighbouring flat with care needs, noting it had taken reasonable steps despite being unable to install noise…
202210359 Housing association
The landlord made errors in managing water charges for the site, leading to a surplus. It acted reasonably overall by addressing the issue, consulting residents, and refunding the individual water surplus, but failed to…
202212288 Housing association
The Ombudsman found service failure in the landlord's handling of ASB allegations made against the resident, including failing to create an action plan or risk assessment, delays, not considering a complaint about a…
202220722 Housing association
The Ombudsman found no maladministration by Housing 21 in its response to concerns about welfare checks after a resident suffered a serious fall and stroke. The landlord's records showed a welfare call was made that…
202206023 Housing association
The Ombudsman found reasonable redress by the landlord regarding its handling of the resident's housing application. The landlord failed to identify the resident's ineligibility for its Extra Care scheme at the outset,…
202107347 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about other residents using the communal drying/garden area for socialising and smoking. The landlord investigated, followed…
202017589 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about Covid-19 advice and safety, fire doors being left propped open with Dorgard devices, and the costs of a handy person…
202117730 Housing association
The Ombudsman found that the landlord offered reasonable redress for its acknowledged failings regarding a staff member standing over a resident during a meeting and not following correct procedure. The landlord…
202116614 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident was a former tenant who had left the property over a year ago, and the complaint concerned a reference for an application to a…
202016290 Housing association
The landlord issued an ASB warning letter to the resident after an allegation of swearing at a staff member, without first discussing the matter with him, contrary to its policy. The landlord acknowledged the failing,…
202005322 Housing association
The Ombudsman found no maladministration by Housing 21 in its handling of the resident's reports of anti-social behaviour. The landlord had investigated each report, sent warning letters, arranged mediation, liaised…
202002419 Housing association
The Ombudsman found no maladministration by Housing 21 regarding its response to the resident's request for compensation for items she had purchased for the property, and no maladministration in its handling of the…
201905687 Housing association
The Ombudsman determined that the complaint about the landlord's handling of the resident's 2016 extra care housing application and the subsequent compensation request was outside its jurisdiction, as the formal…
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