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 349 published decisions.
Hyde Housing Association Limited's maladministration rate (79%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202534856 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of ASB from neighbours and smells entering her property, the allegations of ASB made against her by a neighbour, and its…
202507686 Housing association
The Ombudsman found reasonable redress in how the landlord dealt with reports of lift breakdowns: it attended all reported faults the same day and usually fixed the lift, though it should have investigated the recurring…
202452382 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's repairs request and complaint. The landlord had delays in completing repairs and communication shortcomings, but the resident accepted…
202410232 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reimbursement requests for damaged personal property, pest control materials and electrical items, due to use of an incorrect email…
202506029 Housing association
The Ombudsman found reasonable redress in the landlord's handling of ASB reports (with £750 offered compensation), no maladministration in its handling of the rehousing request, and service failure in its complaint…
202320809 Housing association
The Ombudsman found service failure in the landlord's response to the resident's complaint about being charged for communal grounds maintenance and bulky waste removal that were not provided. The landlord took 7 months…
202338742 Housing association
The Ombudsman found service failure in the landlord's handling of reports of a leak, where it failed to meet repair timescales, communicate appropriately, and left the resident without a kitchen light for over 3 and a…
202505630 Housing association
Maladministration was found in the landlord's handling of the resident's reports of a leak and associated repairs, due to delays in tracing and repairing the leak, slow response to potential asbestos hazards, and…
202419971 Housing association
Maladministration was found in the landlord's handling of repairs to the communal door entry system, which was completed outside policy timeframes without considering the resident's vulnerabilities as a wheelchair user.…
202344763 Housing association
Maladministration was found in the landlord's handling of the resident's queries about communal water and fire safety service charges, because it refunded some charges without explaining the refunds or acknowledging…
202501088 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about its request for access. The landlord had a key that should have been available to its contractor, and the nature of the…
202502206 Housing association
The complaint about the level of service charge increases was outside the Ombudsman's jurisdiction. The landlord's response to the resident's service charge query and information request was reasonable redress, based on…
202416890 Housing association
The Ombudsman found service failure by the landlord in handling the resident's service charge queries, including errors in grounds maintenance charges and a duplication in the sinking fund. The landlord's offer of…
202504058 Housing association
The Ombudsman found maladministration in the landlord's handling of leaks, damp and mould, and repairs to the balcony doors due to lengthy delays and poor communication, including taking 15 months to install a…
202345698 Housing association
The Ombudsman found maladministration in the landlord's handling of shower repairs, which took 90 working days to fully resolve, and in its complaint handling, where it failed to escalate the complaint and took 41…
202525428 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould and associated repairs, and in its handling of communal area issues (trees and a sewage leak). It found reasonable redress for the rat…
202342050 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of leaks into the property and subsequent damage, due to delays in completing repairs, failure to investigate recurring leaks, and failure to…
202343265 Housing association
The Ombudsman found reasonable redress in how the landlord handled its communication about service charges and its complaint handling. The landlord failed to communicate adequately for an extended period and delayed its…
202419392 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's service charge account and enquiries, and in its complaint handling. The landlord had recorded the service charge as fixed instead of…
202402568 Housing association
The landlord offered reasonable redress for its handling of the kitchen vent replacement, which was unreasonably delayed (exceeding repair policy timescales by almost 8 months) with several failed appointments and poor…
202522150 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's queries regarding permission for property alterations, where communication was at times confusing and conflicting. It also found…
202348294 Housing association
The Ombudsman found maladministration for the landlord's response to the resident's reports of leaks, damp and mould causing damage to belongings and associated repairs, due to unreasonable delays, poor communication,…
202405598 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for a replacement fence, due to unclear and incorrect information about fence responsibilities and failure to acknowledge the…
202416463 Housing association
The Ombudsman found service failure in the landlord's handling of bathroom tiling and the partial installation of aqua board, its handling of the request to move the shower and install a shower screen (including the…
202401047 Housing association
The Ombudsman found the landlord offered reasonable redress for its response to the resident's reports of a leak and remedial repairs, and for its complaint handling. The landlord acknowledged its failings and offered…
202337077 Housing association
The Ombudsman found reasonable redress in the landlord's handling of multiple repairs (roof, electrics, bathroom, damp and mould) which took almost 5 months, with the landlord contributing to delays through not…
202333693 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about paint used on an enclosed passageway and in its handling of the associated complaint. The landlord's record keeping meant…
202314832 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (noise from ball games in the communal courtyard), citing poor communication, a lack of a proactive…
202432546 Housing association
The Ombudsman found no maladministration in the landlord's handling of damp and mould reports, as it took reasonable steps to investigate and address the issues including cavity wall insulation works. However, it found…
202344221 Housing association
The complaint concerned the landlord's handling of a shared owner's query about buildings insurance premiums recharged through service charges. The Ombudsman found service failure because the landlord did not provide…
202451015 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of pests (birds nesting on the roof) and associated repairs, and in its handling of the complaint. The landlord recognised…
202509357 Housing association
Maladministration was found in the landlord's handling of the resident's reports of pests and associated repairs due to an unreasonable 48-day delay in communicating inspection findings. Service failure was found in the…
202411990 Housing association
The complaint concerned how the landlord handled the resident's queries about the electricity element of her service charge. Following the Ombudsman's intervention, the landlord agreed to apologise, increase…
202424524 Housing association
The complaint about the landlord's handling of service charges and correspondence addressed to the complainant's late wife was found to be outside the Ombudsman's jurisdiction. Neither the complainant nor his late wife…
202323792 Housing association
The resident complained about the level of increase applied to her garage rent, the landlord's handling of her queries about the garage rent and service charges, and its complaint handling. The Ombudsman found the…
202341519 Housing association
The Ombudsman found maladministration in the landlord's handling of leak reports: leak-related repairs in the resident's flat were delayed by a further five months after its stage 2 response, it failed to act on earlier…
202415846 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of possible subsidence and its handling of the exterior decoration, and reasonable redress in its handling of repairs (including skylight…
202321492 Housing association
The Ombudsman found service failure in the landlord's handling of damp and mould (delays, poor communication, failure to take proportionate steps), and reasonable redress in its handling of pests and the associated…
202423227 Housing association
The complaint about the landlord's adherence to section 20 consultation rules and whether the resident should have been required to pay the service charge was determined to be outside the Housing Ombudsman's…
202329068 Housing association
The complaint about the landlord's response to a leak at the resident's shared-ownership home and a request for information about the buildings insurance policy was resolved with the Ombudsman's intervention. Following…
202335962 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of a draught from the bedroom windows and in its complaint handling. The landlord failed to resolve the ongoing draught issue,…
202421001 Housing association
The complaint concerned the landlord's complaint handling, specifically a delay in responding to the resident's escalation request. The Ombudsman found reasonable redress: the landlord acknowledged its service failures,…
202518333 Housing association
The landlord failed to complete identified works to rectify damp, mould and coldness in the resident's bedroom within its policy timescales, which the Ombudsman found amounted to maladministration. Its handling of the…
202518346 Housing association
The Ombudsman found maladministration in the landlord's handling of parking charge notices: it failed to properly address inaccuracies in its stage 1 response, lacked empathy, and did not consider the resident's…
202412881 Housing association
The landlord made reasonable offers of redress for its handling of repairs to the communal boiler and a missed appointment, but there was maladministration in its complaint handling because it delayed stage 1 responses…
202409621 Housing association
Maladministration was found regarding the landlord's communication about repairs to the communal heating and hot water system, where the contractor's communication was poor and the landlord failed to manage it.…
202317080 Housing association
The Ombudsman found reasonable redress in the landlord's handling of repairs to the communal doorway and internal decorative surfaces, where the landlord accepted its failings and offered £400 compensation despite…
202407518 Housing association
The Ombudsman found the resident's complaint of racial discrimination outside its jurisdiction, no maladministration in the landlord's response to overcrowding concerns, reasonable redress on the inadequate hot water…
202505788 Housing association
The landlord repeatedly changed its position on whether the resident's kitchen needed repairs or full replacement, failed to keep her updated, and took 14 months to install a new kitchen; the Ombudsman found…
202507416 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about electrical safety and its handling of reports of draughty windows and doors, and found reasonable redress for its…
202504943 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of noise, which continued for over 3 years with excessive delays, contradictory findings, poor communication and failure…
202417706 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's boundary query, her reports of anti-social behaviour, and its complaint handling. The landlord was ordered to apologise, pay £450…
202502398 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould and associated repairs, including an unreasonable delay in investigating the cause, no risk assessment, insufficient mitigation while a…
202230534 Housing association
The Ombudsman found the dispute over whether service charges were payable was outside its jurisdiction, the landlord's handling of the summary of accounts request was reasonable redress, its handling of the receipts…
202417115 Housing association
The Ombudsman found the landlord took reasonable actions to remedy the impact of its delays in addressing a damp and mould problem and in handling the complaint, having apologised and awarded reasonable compensation. No…
202328523 Housing association
The complaint about the landlord's handling of repairs following a leak was resolved with the Ombudsman's intervention. The landlord accepted it had failed to replace the leak-damaged carpet as agreed in 2024 and agreed…
202449388 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's report of a pest infestation in the carpets, its decision not to remove or replace the carpets, or its complaint handling. The…
202504817 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp and mould, including an unexplained year-long delay in repairing an external wall for which it had not acknowledged or…
202333799 Housing association
The complaint about how the landlord responded to reports of blocked drains and pests outside the resident's property was resolved with the Ombudsman's intervention. Following intervention the landlord agreed to pay…
202331108 Housing association
The Ombudsman found maladministration in the landlord's handling of kitchen defects, external paving repairs, external wall repairs and complaint handling, severe maladministration in its handling of shower repairs, and…
202404575 Housing association
The Ombudsman found service failure in the landlord's handling of a repair to a communal light outside the resident's property: although it attended each service request, it failed to permanently fix the recurring fault…
202342158 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of low water pressure, citing avoidable delays, repeated fitting of incorrect pumps, poor asset records, and a failure to seek a…
202439412 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to leaks into the resident's property, citing significant delay (more than 18 months), inadequate record-keeping, and a failure to demonstrate…
202328008 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould and associated repairs, as repairs it committed to were not completed within target timescales and poor communication persisted, though…
202342593 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of inadequate heating and of a roof leak, citing unreasonable delays, poor record keeping, failures to deliver on…
202341134 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a leaking skylight (including unreasonable delay of at least 8 months, missed appointments and ineffective communication) and…
202346113 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the kitchen wall and associated damp and mould (significant delay and poor record keeping) and in the delayed replacement of the front…
202408862 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for a replacement bathroom, including a communication breakdown over the scope of works, failure to address reported damp, mould…
202337556 Housing association
The Ombudsman found service failure in the landlord's response to the resident's heating and hot water issues and service failure in its complaint handling. The landlord was ordered to apologise, pay £1,400…
202445388 Housing association
The complaint concerned the landlord's handling of the resident's requests for assistance with his rehousing needs under its priority move scheme. The Ombudsman found the landlord took reasonable steps to resolve the…
202426785 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of a moth infestation. As a leaseholder, the resident is responsible for the internal parts of the property, including the…
202404865 Housing association
The Ombudsman found service failure in the landlord's handling of reports of ASB, because although it responded reasonably and took a multi-partnership approach, it did not evidence updating the risk assessment as…
202333699 Housing association
The Ombudsman found reasonable redress for the landlord's handling of reports of water ingress from a neighbouring property (the landlord's £400 offer for delays and impact was reasonable), no maladministration for its…
202425028 Housing association
The resident complained about the landlord's handling of her requests for service charge and building insurance information, the level of service charge increase, and complaint handling. The Ombudsman found the service…
202420990 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for information about public access/easement through her garden, citing inconsistent communication, poor record keeping, and…
202422217 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports that contractors damaged garden furniture and that a garden item was stolen, and in its handling of the associated complaint.…
202328893 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of loud music from a neighbouring property, as the landlord acted reasonably and in line with its ASB policy. However, there…
202420187 Housing association
The complaint concerned estate management charges for the resident's property and the member landlord's communication about those charges. The Ombudsman determined the complaint was not within its jurisdiction because…
202422113 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reported outstanding repairs, citing around eight months of inaction before her complaint followed by further excessive delays, poor…
202347343 Housing association
The Ombudsman found the landlord offered reasonable redress for its failings in handling the resident's reports of leaks and associated damp (delays resolving a water tank leak, poor record keeping and communication…
202338893 Housing association
The Ombudsman found no maladministration in the landlord's handling of service charge concerns, reasonable redress for its handling of the resident's enquiries about moving, and service failure in both its handling of…
202345644 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports about the heating and in its complaint handling, ordering £400 compensation and an apology plus a meeting/inspection of the…
202343866 Housing association
The Ombudsman found reasonable redress in the landlord's handling of repairs to the resident's heating system and the compensation it offered. The landlord's £400 compensation offer, together with £89 in fuel vouchers,…
202429476 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs to a communal front door. Despite repeated reports and incidents where residents became trapped inside, the landlord failed to address…
202418882 Housing association
The Ombudsman found maladministration in the landlord's response to reports of water ingress, damp and mould and associated outstanding repairs, in its complaint handling, and in its record keeping. The landlord was…
202328142 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's footpath (delayed repairs, unclear scope of works, poor communication and failure to consider the resident's disability) and…
202224789 Housing association
The Ombudsman found the landlord's offer of £300 compensation resolved both the balcony door repairs complaint and the associated complaint handling issue satisfactorily, recommending record-keeping improvements and…
202342051 Housing association
The landlord was found to have service failure in its payment of compensation ordered by an earlier Ombudsman determination and in implementing the resident's request for a reasonable adjustment (adding historical…
202430074 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and concerns about energy efficiency and cavity wall insulation, citing persistent failure to follow its…
202440396 Housing association
The landlord failed to correctly diagnose the cause of the resident's lack of hot water, repeatedly and without evidence blaming the resident for not leaving the immersion system on, leaving the household without…
202309718 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports about repairs to blown windows. There was an unreasonable 8-month delay, a lack of proactive communication, and no consideration…
202432495 Housing association
The resident complained about the landlord's handling of his request for a priority move and its complaint handling. The landlord admitted a service failure in not escalating the complaint and in delaying the rebanding,…
202346620 Housing association
The Ombudsman found reasonable redress for both the landlord's response to the resident's concerns about the operation of windows and a lack of ventilation, and for its complaint handling. The landlord's compensation…
202408454 Housing association
The complaint concerned the landlord's response to a kitchen leak, a toilet room leak, and condensation on pipes. The Ombudsman found no maladministration regarding the kitchen leak, service failure regarding the toilet…
202327778 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak and associated repairs. It failed to treat the leak and related electrical issues as urgent despite known household vulnerabilities, delayed…
202330436 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a leak and the associated repairs. The landlord took too long to complete the leak and bathroom repairs and, while it…
202326741 Housing association
The resident complained about the landlord's handling of a toilet leak causing bathroom damage, kitchen repairs and the quality of works, and the compensation offered. The Ombudsman determined the complaint was outside…
202322059 Housing association
The Ombudsman found maladministration in the landlord's handling of a balcony door repair: the repair took around a year and five months longer than its repairs policy timeframe, communication was poor, and the landlord…
202419385 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about heating, hot water and high energy bills: it failed to act on or explain its surveyors' recommendations, missed four…
202407295 Housing association
The Ombudsman found maladministration in the landlord's handling of both the resident's reports of a leak and of damp and mould, having failed to resolve the leak within its repair timescales, delayed identifying the…
202324421 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a leaseholder's flat following a fire, and maladministration in its handling of the associated complaint. Repairs took around 26 months to…
202402117 Housing association
The landlord's handling of the balcony repair was reasonable redress: it apologised, learned from the complaint, and offered £400 for the delays, which the Ombudsman found proportionate to maladministration. However,…
202405328 Housing association
The Ombudsman found no maladministration in the landlord's handling of the reported water leak (it attended and made safe within policy timescales). It found service failure in the landlord's handling of the subsequent…
202306741 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's service charge queries (delayed response, unclear information, failure to address concerns about emergency lighting and the introduction…
202413056 Housing association
The Ombudsman found the landlord made an offer of reasonable redress for its handling of the resident's reports of noise from an upstairs neighbour. It engaged its ASB procedure with appropriate investigations, but…
202330308 Housing association
The Ombudsman found the landlord's offer of £9,610 energy-cost reimbursement (following the August 2022 heating replacement) resolved the complaint as reasonable redress; there was no maladministration in its handling…
202337396 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of water penetration and associated damp and mould, including internal and external works, and ordered £950 compensation (the…
202337994 Housing association
The resident complained about the volume of a communal fire alarm and the landlord's emergency response time after the alarm sounded. The Ombudsman found no maladministration: the landlord attended within its 4-hour…
202309547 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's antisocial behaviour reports, holding its £600 offer proportionate for the failings identified. It found service failure in the…
202428132 Housing association
The Ombudsman found maladministration in the landlord's handling of heating repairs, flooring repairs and the associated complaint. Delays in obtaining a replacement thermostat, prolonged delays and lack of a clear plan…
202333526 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of a boiler leak and associated repairs. The repair took nearly 9 months against the landlord's 20-day routine repair…
202307147 Housing association
The resident, a leaseholder, complained about the landlord's handling of her reports of staff conduct and its removal of her property from communal areas. The Ombudsman found no maladministration in the handling of the…
202330473 Housing association
The resident complained about the landlord's handling of her request for a car parking space, saying she was wrongly told she had been allocated a bay and that no space was later available to meet her son's mobility…
202336494 Housing association
The complaint concerned the landlord's handling of reports of a roof leak and associated repairs within the property, plus an associated complaint. The Ombudsman found evidence of failings (significant repair delays,…
202315675 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's enquiries about the location of an external stopcock, in its record keeping, and in its handling of the associated complaint; service…
202322677 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to pipework, reports of damp and mould, and its complaints handling, and service failure in its handling of repairs to electrics. It ordered…
202417447 Housing association
The Ombudsman found reasonable redress for the landlord's handling of an emergency repair to the resident's bathroom light, which was completed outside the 4-hour timescale but properly remedied at stage 2. It found…
202229500 Housing association
The Ombudsman found the landlord's redress for repair delays, including 19 days without hot water, was reasonable, but found maladministration in its complaint handling after a near year-long delay, ordering £200…
202308949 Housing association
The landlord's responses about the resident's rent account and payment plan were accurate and factual but it failed to explain or fully address her complaint points, including why it sent text messages saying she had no…
202317915 Housing association
The complaint concerned the landlord's handling of the resident's reports of cracked walls in her bathroom and hallway. The Ombudsman found the landlord unreasonably delayed the repairs, but its offer of £100…
202209514 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports about an incorrectly wired electric meter, as the issue was the energy provider's responsibility. However, there was service…
202227122 Housing association
The Ombudsman found maladministration in the landlord's handling of structural crack reports and car park safety issues over several years, reasonable redress for bin store gate repairs, and service failure in complaint…
202223914 Housing association
The Ombudsman found no maladministration in the landlord's decision not to seek possession of a property on the estate, but found service failure in its complaint handling, ordering an apology and £300 compensation.
202410454 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of anti-social behaviour. The landlord's investigation of the reports was largely reasonable and in line with its ASB policy, but…
202319405 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about asbestos works: it did not acknowledge the reports within its 4-hour policy timeframe, failed to consider whether an…
202348499 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a pest infestation and of a roof leak and the associated repairs, and no maladministration in its handling of the resident's…
202417483 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the communal lift — it failed to manage the resident's expectations after stage 1 and failed to consider or record the resident's health…
202402976 Housing association
The Ombudsman found no maladministration in how the landlord handled the mutual exchange, noting the remote inspection was not contrary to its policies though it should have made the possibility of a virtual inspection…
202348333 Housing association
The Ombudsman found the landlord made reasonable redress, prior to investigation, for its handling of reports of antisocial behaviour and for its handling of the associated complaint. It had recognised avoidable delays…
202339705 Housing association
The landlord delayed responding to the resident's reports of no hot water during the period before the wider heat network issue was diagnosed, failing to raise a repair and not evidencing consideration of her…
202302504 Housing association
The Ombudsman found severe maladministration in the landlord's handling of asbestos (operatives disturbed a suspected asbestos panel and failed to follow its Asbestos Management Plan, and the post-incident investigation…
202306973 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of a shower room leak, service failure in its handling of the roof and loft space concerns, and maladministration in its…
202300279 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the property, due to extensive delays, missed appointments, a lack of active repair management and poor record-keeping across bathroom,…
202319093 Housing association
The landlord's handling of the resident's antisocial behaviour reports involved consistent lengthy delays and extremely poor communication, contrary to its ASB policy, and it wrongly refused to raise a formal complaint…
202230105 Housing association
The Ombudsman found the landlord's apology, £150 compensation offer, and free goodwill repairs constituted reasonable redress for delays in resolving bathroom leaks.
202226674 Housing association
The Ombudsman found no maladministration regarding the thermostat but found maladministration in the associated complaint handling, ordering £150 compensation inclusive of a prior £50 offer.
202308650 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's boiler concerns and its subsequent offer of compensation, citing poor communication about rearranged appointments, poor record keeping,…
202232032 Housing association
The Ombudsman found maladministration in the landlord's handling of boiler repairs. Missed appointments, delays in sourcing parts and a lack of oversight meant a vulnerable resident was left without hot water and with…
202226256 Housing association
The Ombudsman found maladministration in the landlord's handling of 6-monthly filter changes for a ventilation unit, ordering an additional £200 compensation on top of £350 already paid.
202226405 Housing association
The Ombudsman found maladministration in the landlord's handling of a window repair and in its complaint handling, ordering £1,400 compensation and an action plan to complete the repair.
202200445 Housing association
The Ombudsman found that the landlord's offer of £200 compensation for delays and poor handling of a mortar repair constituted reasonable redress. However, there was maladministration in the landlord's complaint…
202315094 Housing association
The complaint concerned the landlord's handling of the resident's concerns about the condition of the rear garden (a bare concrete slab left by the previous tenant causing dust). The Ombudsman found no…
202233536 Housing association
The Ombudsman found maladministration in the landlord's response to reports of a leak, its handling of repairs to damaged walls, its record keeping and its complaint handling. It found the reports of mice fell outside…
202315670 Housing association
The Ombudsman found maladministration in the landlord's handling of a resident's long-standing reports about a defective and insecure balcony door, which took 15 months to replace, and in its complaint handling. The…
202233340 Housing association
The Ombudsman found maladministration in the landlord's response to a leaseholder's reports about a concierge officer's conduct (poor record keeping, failure to act or assess risk, poor communication and failure to…
202325559 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of rodents inside the property, its handling of the resident's concerns about loft insulation, its record keeping, and its…
202313640 Housing association
The Ombudsman found maladministration in both the landlord's response to the resident's report of a leak into the property and in its complaint handling. The managing agent (an extension of the landlord) took about 8…
202234131 Housing association
The Ombudsman found service failure in the landlord's handling of the 2022 lift repairs, its response to the resident's request for a service charge reimbursement relating to the lift, and its record keeping, and…
202233033 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a broken window repair (which remained outstanding for 63 weeks and where no "make safe" repair was done) and maladministration in its complaint…
202216639 Housing association
The Ombudsman found that Hyde Housing Association delayed repairs to recurring roof leaks and damp/mould over two complaint periods (2022-2024), failed to communicate findings to the leaseholder, and provided inadequate…
202315476 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about grounds maintenance, internal communal cleaning, increased estimated service charges, its complaint handling, and its…
202305858 Housing association
The Ombudsman found service failure in the landlord's response to the resident's enquiry about insurance and repair costs, and service failure in its record keeping. The landlord was ordered to apologise, pay £200…
202305517 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's requests to repair a leak and to repair the boiler and associated pipework, and in its complaint handling. It ordered the landlord to…
202234547 Housing association
The Ombudsman found severe maladministration in the landlord's handling of damp and mould reports, and maladministration in its handling of repairs, pest control issues and the resident's complaint. The landlord was…
202215245 Housing association
The landlord was found to have maladministration for excessive delays totalling 560 working days in repairing the resident's bedroom window, front door, external canopy glass, and internal decorations, as well as poor…
202328571 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of leaks and in its complaint handling and record keeping, and severe maladministration in its handling of damp and mould. The landlord was…
202318279 Housing association
The Ombudsman found maladministration in the landlord's response to a leaseholder's reports of water ingress from the roof, in its complaint handling, and in its record keeping. The landlord took around 14 months to…
202305990 Housing association
The Ombudsman found maladministration in the landlord's handling of a prolonged bathroom leak and ceiling damage (excessive visits, missed appointments, poor communication, lack of learning, leading to a hole and mould…
202314459 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's request to restore the garden after an asbestos investigation, as it unreasonably relied on the resident's responsibility for garden…
202307080 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of issues in her back garden following drainage works, its handling of reports of leaks and damp in the property, and its…
202313313 Housing association
The Ombudsman found service failure in the landlord's handling of repair requests for a broken light and broken bin in a communal bin storage room. The landlord's £150 compensation offer was within guidance, but it…
202327953 Housing association
The landlord failed to identify and promptly repair a leak, took too long to complete remedial works (both during and after the resident's decant), and communicated poorly; the Ombudsman found its pre-investigation…
202336156 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, citing poor communication and delays in carrying out works, and ordered £350 compensation plus further…
202318962 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould in the kitchen and the associated repairs, with delays spanning September 2022 to February 2024, and a failure…
202317272 Housing association
The Ombudsman found maladministration in the landlord's handling of a sewage leak and associated repairs, and maladministration in its complaint handling. The landlord treated the initial report as an emergency but…
202318965 Housing association
The Ombudsman found reasonable redress on the landlord's handling of heating/hot water repairs and reports of pests, maladministration on its handling of ASB reports, no maladministration on reports of damp and mould,…
202335754 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the property, including damp and mould, and in its handling of the complaint. It identified delays, poor communication, missed appointments…
202329273 Housing association
The Ombudsman found the resident's complaint about damp and mould outside its jurisdiction, reasonable redress in the landlord's handling of garage door repair delays (a £400 offer), no maladministration in its handling…
202303045 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of outstanding repairs (including the front door) and of damp and mould. The landlord repeatedly missed its own repair…
202226196 Housing association
The Ombudsman found reasonable redress for the landlord's communication about housing scheme changes, and service failure in its complaint handling, ordering an apology and £100 compensation.
202317233 Housing association
The Ombudsman found service failure in the landlord's handling of reports of defects in the resident's newly built property (poor communication, inadequate record-keeping and delays), and ordered an additional £200…
202218277 Housing association
The Ombudsman found severe maladministration for the landlord's complaint handling (failing to address all complaint elements, unreasonable extensions, and a 65-working-day delay at stage 2), maladministration for…
202312135 Housing association
The Ombudsman found maladministration in the landlord's decision to pursue possession (no review or audit trail after the adjournment, and no timely notice to the resident), in its failure to pay the £500 agreed by…
202320375 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould (taking around 16 months to rectify) and in its handling of a leak in a communal cupboard (requiring the resident to manage…
202229264 Housing association
The Ombudsman found maladministration in the landlord's near year-long delay repairing a leak-damaged ceiling and its poor communication over a kitchen replacement decision, while finding reasonable redress for…
202303768 Housing association
The landlord failed to identify the source of an intermittent leak over several years, with poor record keeping, delays in arranging asbestos surveys and inspections, and a failure to follow repairs through to…
202324603 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the resident's oven and extractor fan. There were unreasonable delays (the fan took around nine months from report to replacement, and the…
202301819 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of banging noises from the water pipes (water hammer), its handling of repairs to her kitchen window, and its handling of the…
202329319 Housing association
The complaint concerned the landlord's response to a reported leak and associated repairs. The Ombudsman found the landlord's acknowledged service failures (delays, misdiagnosis, arranging internal repairs before the…
202323115 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's request for a kitchen and bathroom replacement (a £450 offer), but found maladministration in its handling of outstanding…
202125832 Housing association
The Ombudsman found maladministration in the landlord's handling of a roof leak and other outstanding repairs, which took over 10-12 months to complete, and maladministration in its complaint handling due to repeated…
202316294 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp, mould and drainage issues, and service failure in its handling of the associated complaint. The landlord delayed inspecting the…
202205250 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of defects reports in a new build shared ownership property, where initial delays of about 2.5 months caused distress but the landlord…
202208656 Housing association
The Ombudsman found reasonable redress for RTB delays (mortgage difference reimbursed) but maladministration in complaint handling due to delays, poor communication, and no stage 2 process. Ordered apology and £250…
202228916 Housing association
The Ombudsman found maladministration in the landlord's handling of an intermittent leak due to a failure to identify its source and resolve it, and maladministration in complaint handling due to repeated non-responses,…
202101398 Housing association
The Ombudsman found maladministration in the mutual exchange process (virtual inspection, missing certificates), boiler handling (16-month delay to replace), complaint handling, and stopping communication with the…
202210077 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about dog fouling communication, but found service failure in the landlord's handling of outstanding repairs due to delays…
202212600 Housing association
The Ombudsman found service failure in the landlord's handling of reports of anti-social behaviour (neighbour spitting) due to a missed opportunity to offer a privacy panel and a failure to update the resident.…
202214409 Housing association
The landlord was found to have maladministration for its reactive and piecemeal handling of damp and mould reports, leaving the resident and her two young children exposed to damp for a prolonged period. Service failure…
202124820 Housing association
The landlord was found to have maladministration for its handling of the resident's reports of disrepair, taking 29 months to complete repairs, and for its complaint handling with significant delays at both stages. A…
202216709 Housing association
The Ombudsman found maladministration by Hyde Housing Association for its response to a reoccurring roof leak and for its complaint handling. The landlord failed to attend emergency repairs promptly on multiple…
202306541 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports (poor communication and recordkeeping, delayed contact and evidence-gathering, failure to complete agreed actions),…
202127492 Housing association
The Ombudsman found service failure in the landlord's handling of water ingress repairs (delays, poor communication, inappropriate enforcement language), maladministration in its response to staff conduct concerns…
202305311 Housing association
The resident complained about the landlord's handling of pest infestations and outstanding bathroom repairs. The Ombudsman determined the complaint was outside its jurisdiction because the same matters were the subject…
202218155 Housing association
The Ombudsman found service failure in the landlord's response to reports about the air source heat pump and solar panels (delays in replacement and redress), and maladministration in the landlord's handling of water…
202126531 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould reports, repairs to the gate/shrub divider/walls/ceiling, complaints handling, and record keeping. No maladministration was found…
202008180 Housing association
Maladministration found for the landlord's response to fly tipping (7-month delay removing waste, poor record-keeping, failure to manage repeated incidents) and for complaint handling (8-month stage 1, 46+ day stage 2,…
202302015 Housing association
The Ombudsman found severe maladministration in the landlord's handling of boiler repairs (heating left unrepaired for 379 days, exposing a disabled resident and her family to an excess cold hazard) and in its complaint…
202202404 Housing association
The Ombudsman determined that both complaints (handling of disrepair and a temporary decant, and the landlord's claim for rent on the decant property) were outside its jurisdiction because the resident had the…
202211524 Housing association
The Ombudsman found maladministration in the landlord's response to a fly infestation (failure to clean the bin store and repair a leaking tap for 9 months), maladministration in handling a kitchen sink leak (200…
202201221 Housing association
Maladministration for bathroom repairs due to delays, poor communication and record keeping failures. Service failure for moss removal delay. Maladministration for complaint handling due to excessive delays. Landlord…
202226622 Housing association
The Ombudsman found maladministration in the landlord's handling of replacement works to doors and windows, its complaint handling, and its record keeping, ordering £950 compensation, an inspection, and a review.
202303564 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of an overhanging tree blocking the communal light sensor, and maladministration in its associated complaint handling. The landlord was ordered…
202207040 Housing association
The Ombudsman found maladministration for the landlord's handling of repairs to the bathroom, kitchen, plastering and intercom, and for its handling of the associated complaint. The landlord failed to complete agreed…
202213207 Housing association
The Ombudsman found maladministration in the landlord's handling of kitchen and bathroom repairs due to significant delays (ventilation replacement took 39+ weeks, bathroom repairs 6 months), poor communication, and…
202301783 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of leaks and associated repairs and in its record keeping, and service failure in its complaint handling. It ordered the landlord to apologise,…
202221220 Housing association
The Ombudsman found service failure in the landlord's unclear and unhelpful response to a leaseholder's concierge service charge queries, and maladministration in its complaint handling after it repeatedly refused to…
202210688 Housing association
The Ombudsman found maladministration in the landlord's handling of fencing repairs and external decoration due to poor record keeping, inconsistent decision-making and delays; service failure for taking too long to…
202224577 Housing association
The Ombudsman found maladministration in the landlord's handling of a wrongly served Notice Seeking Possession and related Pre-Action Protocol correspondence, and in its complaint handling, ordering £600 compensation,…
202203159 Housing association
The Ombudsman found maladministration for the landlord's response to a lift breakdown, as it failed to maintain contact with the wheelchair-user resident, assess her support needs, or consider a decant when the lift was…
202303931 Housing association
The Ombudsman found reasonable redress in the landlord's handling of water ingress causing damp and mould, as the landlord's £600 offer was in line with its remedies guidance. However, it found maladministration in the…
202219866 Housing association
No maladministration for carbon monoxide response. Reasonable redress (via £350 offered) for heating/hot water failures where landlord missed opportunities to provide temporary heaters. Maladministration for complaint…
202124025 Housing association
The Ombudsman found service failure in the landlord's response to ASB reports — it investigated appropriately but failed to manage the resident's expectations or acknowledge his distress in a timely manner.…
202119260 Housing association
The landlord was found to have maladministration for its handling of reports of a leak into the resident's property over a two-year period, with avoidable delays, poor communication, and failure to take ownership of…
202221054 Housing association
The Ombudsman found maladministration in the landlord's roughly 6-month delay replacing a vulnerable resident's insecure balcony door, including conflicting information and poor internal communication about his…
202127257 Housing association
The Ombudsman found maladministration for the landlord's handling of smoke ingress reports due to poor communication and failure to complete agreed flooring works, and maladministration for complaint handling due to…
202121443 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's succession application (over 6-month delay against a 28-day policy), repairs including leaks and mould (160 working days to…
202205351 Housing association
Maladministration was found in the landlord's handling of multiple repair issues due to significant delays, failure to manage expectations, and unreasonably restricting repairs over alleged ASB without evidence.…
202124830 Housing association
The Ombudsman determined the complaint about service charge increases and the landlord's handling of information requests was outside its jurisdiction under paragraph 42(d) of the Scheme, as it concerns the level of…
202115290 Housing association
No maladministration for shower cost concerns. Service failure for repairs handling (multiple wasted visits). Reasonable redress for operative complaint. Maladministration for complaint handling (delays, informal…
202200699 Housing association
The Ombudsman found maladministration in the landlord's handling of fence repairs due to a significant delay of at least 4 months and poor record-keeping; service failure for providing incorrect information about repair…
202203800 Housing association
The landlord was found to have maladministration for failing to thoroughly investigate repeated water leaks into a leaseholder's flat from the upstairs property, and for unreasonable complaint handling delays at stage 1…
202219192 Housing association
The Ombudsman found service failure by Hyde Housing Association in its handling of parking control changes (poor communication, delayed information to residents, missed callbacks) and in its complaint handling (delays…
202210353 Housing association
The landlord was found to have maladministration for its handling of the resident's reports of antisocial behaviour by a neighbour, and for its complaint handling. The landlord failed to act promptly after a serious ASB…
202117735 Housing association
The Ombudsman found severe maladministration for the landlord's handling of repeated water leaks over many years (2013-2022), causing damage to possessions and significant impact on the resident's health and wellbeing,…
202112348 Housing association
The Ombudsman found that the landlord made reasonable redress for both its handling of communal cleaning concerns and its complaint handling. The landlord failed to sweep the walkway outside the resident's property…
202115521 Housing association
The Ombudsman found service failure in the landlord's response to repairs to fences and bin store, and service failure in its complaint handling. The landlord was slow to chase the freeholder and did not consider legal…
202216852 Housing association
Maladministration for failing to carry out thorough inspections (damp/structural issues) and for failing to follow up on windows screwed shut. Service failure for initial ASB response. No maladministration on…
202204816 Housing association
The Ombudsman found service failure by Hyde Housing Association for taking 16 months to complete damp and mould repairs following a leak, failing to keep the resident informed, and for an 8-month delay in issuing its…
202108054 Housing association
The Ombudsman found maladministration for the landlord's nine-month delay in responding to the resident's complaint about a contractor parking on her drive, and service failure for its handling of two missed…
202126628 Housing association
The landlord was found to have maladministration for taking over 6 months to respond to the resident's queries about service charges and failing to properly address a query about a controlled door entry charge for a…
202114466 Housing association
The Ombudsman found maladministration in the landlord's handling of replacing the resident's boiler (203-day delay to decide, 3-month delay to install) and in its complaint handling (245 working days to resolve). No…
202203653 Housing association
The Ombudsman found no maladministration in the landlord's handling of estate management quality concerns or reports of staff conduct, as inspections showed services were being performed adequately and the landlord took…
202216788 Housing association
The landlord was found to have service failure for its handling of window repairs (delays, poor communication, incomplete repairs) and for its handling of the associated complaint (failing to accept the complaint…
202206474 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a leak that left the resident's property unhabitable for approximately 22 weeks, with poor communication and failure to follow its decant policy…
202017021 Housing association
Severe maladministration for damp/mould repairs, decant handling and complaint handling; maladministration for record keeping. The landlord delayed action on known rising damp for years, failed to offer suitable decant…
202116942 Housing association
The Ombudsman found service failure in the landlord's response to concerns about sinking fund management and repairs, as it did not fully consider the resident's detriment from prolonged repair delays (lift out for 15…
202206410 Housing association
The landlord was found to have service failure for repeatedly disputing its responsibility for fence repairs despite a prior legal determination, causing a 16-week delay, and for poor complaint handling where it failed…
202114946 Housing association
The Ombudsman found no maladministration in the landlord's handling of fire remediation works (delays were due to changing scope and guidance) or the EWS1 request (delays were necessary for safety assessments).…
202102289 Housing association
The Ombudsman found maladministration in the landlord's handling of fire safety concerns (removal of smoke detectors), intercom repairs, communal fire door repairs, and record keeping. There was service failure in…
202014780 Housing association
The Ombudsman found maladministration in the landlord's handling of replacement windows (poor communication, delays, incorrect information) and a blocked toilet (failure to investigate root cause over many years).…
202109935 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's service charge queries due to a nearly two-year delay and insufficient responses, and maladministration in the landlord's complaint…
202200018 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's queries about service charges (failing to respond to letters for over a year and not properly investigating concerns) and service failure…
202017270 Housing association
The Ombudsman found maladministration in the landlord's handling of tree works (taking at least 20 months to complete), its handling of property repairs (sending unqualified tradespeople and taking six months for…
202209517 Housing association
The Ombudsman found service failure in the landlord's response to repair issues (damp and mould, bathroom fan, water pressure) due to delays and poor communication, and maladministration in its record keeping. The…
202200830 Housing association
The landlord was found to have maladministration for its handling of repairs following repeated leaks and ceiling collapses, and for its complaint handling. The landlord failed to identify root causes of leaks, left the…
202100383 Housing association
The Ombudsman found maladministration in the landlord's handling of damp, mould and repairs, and maladministration in its complaint handling. The landlord was delayed in identifying a leaking pipe, failed to complete…
202125853 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of defects at her shared ownership property, as the defects liability period had expired. However, the landlord's complaint…
202127631 Housing association
The Ombudsman found maladministration by Hyde Housing Association for its handling of three repairs: a leaking downpipe (took 16 months), broken communal bin store doors (took 13 months, with security and fire risks),…
202121168 Housing association
The Ombudsman found maladministration in the landlord's handling of outstanding repairs, which were delayed for over two years (April 2021 to April 2023) with poor communication and failure to consider the impact on a…
202109988 Housing association
The Ombudsman found maladministration in the landlord's handling of roof repairs and complaint handling. The landlord took eight months to repair a leaking roof, contractors left the roof uncovered causing further water…
202212252 Housing association
The Ombudsman found no maladministration by Hyde Housing Association in its handling of a leaseholder's reports of fly-tipping. The landlord had taken reasonable steps including inspections, rubbish removal, CCTV…
202120154 Housing association
The Ombudsman found maladministration for the landlord's handling of a pigeon infestation that lasted around 18 months, with significant delays in completing roof repairs and cleaning, and for its complaint handling…
202104715 Housing association
The Ombudsman found service failure by Hyde Housing Association for not adequately explaining the difference between estimated and actual service charges for 2017/18 and 2018/19. The landlord was ordered to pay £150…
202103794 Housing association
The Ombudsman found maladministration in the landlord's response to repairs and to reports of intermittent heating and hot water. There were significant delays in completing repairs, the landlord failed to evidence that…
202128560 Housing association
The landlord was found to have service failure in its handling of the resident's complaint about service charge administration. It took nine months to issue a stage one response, failed to acknowledge the complaint,…
202121397 Housing association
The Ombudsman did not investigate the resident's complaint about a telephone call on 24 June 2021 as it did not cause significant adverse affect. Regarding the landlord's handling of the associated complaint, the…
202128326 Housing association
The Ombudsman found maladministration in the landlord's handling of roof leak repairs (29-month delay), its record keeping (causing repeated accidental closure of repair jobs), and its complaint handling (delays in…
202116234 Housing association
The Ombudsman found maladministration in the landlord's handling of asbestos concerns, service failure regarding lighting repairs, reasonable redress for fire safety issues, and service failure for both delays in…
202232838 Housing association
The Ombudsman found maladministration in the landlord's handling of garage repairs and recommended adaptations, including significant delays (the motorised door took 8 months and the ramp 16 months), poor communication,…
202016491 Housing association
The Ombudsman found maladministration by Hyde Housing Association for failing to respond to a resident's repeated requests about sound insulation over many months, and for excessive delays (over six months) completing…
202007370 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, which was consistent and proportionate. However, there was maladministration due to significant delays (May to December 2021) in…
202117794 Housing association
The Ombudsman found maladministration by Hyde Housing Association for its handling of recurring immersion heater repairs between 2017 and 2020, due to failure to investigate the root cause, poor record-keeping and…
202106742 Housing association
The Ombudsman found no maladministration in the landlord's handling of noise nuisance from a neighbouring flat, as it took appropriate steps to engage with the neighbour. However, there was maladministration in the…
202206639 Housing association
The Ombudsman found no maladministration regarding the landlord's response to the resident's concerns that the property was unhabitable, but found maladministration for the landlord's handling of repairs (taking almost…
202203223 Housing association
The Ombudsman found service failure by Hyde Housing Association for taking 32 months to repair a shared-ownership leaseholder's window, for failing to properly address concerns about a damaged light fitting from…
202120928 Housing association
The Ombudsman found maladministration by Hyde Housing Association for failing to respect the resident's agreed arrangement for prior written notice of appointments (given her profound deafness and history of domestic…
201909932 Housing association
The landlord was found to have maladministration in its handling of the resident's reports of anti-social behaviour by her neighbour over an 18-month period. The landlord failed to carry out risk assessments, delayed…
202204116 Housing association
The Ombudsman found maladministration by Hyde Housing Association for its response to a resident's reports of outstanding garden repairs (including a broken fence and overgrown plants). Delays lasted nearly 1.5 years,…
202207146 Housing association
The Ombudsman found service failure by Hyde Housing Association for its handling of a window lock repair (delays, poor communication, cancelled order without informing the resident) and for its complaint handling…
202106822 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports, as it took reasonable steps including visits, police liaison, mediation offers and regular communication. However, the…
202100088 Housing association
The Ombudsman found maladministration for the landlord's handling of a roof leak reported in November 2019, which remained unresolved for nearly three years, causing significant distress to a vulnerable resident. The…
202121437 Housing association
The Ombudsman found service failure in the landlord's handling of repairs (bathroom tiling, guttering, smoke alarms) which took over a year to complete due to poor communication and missed appointments, and service…
202124277 Housing association
The Ombudsman found that the landlord's offer of redress (apology, new shower, £400 compensation) resolved the complaint about shower repairs satisfactorily, but found service failure in the landlord's complaint…
202128018 Housing association
The Ombudsman found maladministration by Hyde Housing Association for failing to take meaningful action on a resident's reports of a foul odour from September 2019 until August 2021, for poor complaint handling with…
202012374 Housing association
The Ombudsman found maladministration by Hyde Housing Association for its poor handling of a resident's request for compensation relating to damp and mould damage and the running costs of a Positive Ventilation Unit.…
202105372 Housing association
The landlord was found to have maladministration for taking approximately five months to resolve a boiler repair during winter, leaving the resident without adequate heating and hot water, and for offering…
202121737 Housing association
The Ombudsman found no maladministration in the landlord's handling of a shared-ownership leaseholder's enquiries about repair and replacement responsibilities, as the landlord's responses were clear, consistent and in…
202126119 Housing association
The landlord was found to have maladministration for its handling of bathroom repairs, including repeated missed appointments, poor communication, and a year-long delay in reinstalling the radiator. However, the…
202103910 Housing association
The Ombudsman found maladministration by Hyde Housing Association for its handling of a resident's reports of damp and mould in her living room and kitchen, and for its handling of the related complaint. The landlord…
202102491 Housing association
The Ombudsman found reasonable redress for the landlord's response to the resident's ASB reports (apology and compensation offered), but maladministration in how it handled allegations of ASB made about the resident,…
202127047 Housing association
The landlord delayed repairing a leak under the resident's kitchen sink, failed to communicate adequately, and poor contractor workmanship caused additional damage. The Ombudsman found the landlord's offer of £375…
202016984 Housing association
The Ombudsman found service failure for the landlord's handling of a rent increase notification (no proper notice given, causing £85.73 arrears), maladministration for failing to investigate serious ASB reports (noise,…
202115651 Housing association
The Ombudsman found maladministration for the landlord's significant delays and poor communication over major window and communal redecoration works, which had been outstanding for years. Service failure was found for…
202122199 Housing association
The Ombudsman found that the landlord's offer of £550 compensation (for delays in addressing laminate flooring causing noise nuisance, inconvenience, and poor complaint handling) constituted reasonable redress,…
202008936 Housing association
The Ombudsman found reasonable redress for the landlord's handling of water penetration (it apologised and offered compensation), no maladministration for damp and mould or the transfer request, and service failure for…
202114528 Housing association
The Ombudsman found service failure by Hyde Housing Association for delays and poor communication in handling repairs to the resident's squeaky and loose floorboards, and for inadequate record keeping. The landlord was…
202001828 Housing association
The landlord was found to have maladministration for failing to provide the resident with clear information about when an EWS1 survey would be carried out on his block, causing uncertainty and delay from June 2020 to…
202016737 Housing association
The Ombudsman found maladministration by Hyde Housing for delays in responding to garden safety concerns (~27 months to instruct repairs), delays repairing a leaking bath (~10 weeks), and poor complaint handling (~8…
202104441 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress (£550 compensation, apology, and process improvements) for its failures in handling the resident's reports of leaks and delays in completing…
202105671 Housing association
The Ombudsman found no maladministration in the landlord's handling of repairs to the resident's heating system, as it met its legal obligations and offered a larger radiator. However, there was maladministration in the…
201910669 Housing association
The Ombudsman found service failure by the landlord in its handling of repairs (water ingress and front door issues) but considered the £500 compensation offered by the landlord to be reasonable redress. The Ombudsman…
202100238 Housing association
The Ombudsman found that the landlord's £300 offer of compensation for delays in handling a leak repair was reasonable redress, resolving that part of the complaint. However, there was maladministration in the…
202011955 Housing association
The Ombudsman found that the complaint about information disclosure was outside its jurisdiction (better dealt with by the ICO or courts). Regarding the landlord's handling of the disrepair claim and compensation, the…
202101036 Housing association
Following Ombudsman intervention, the landlord agreed to increase its compensation offer from £150 to £200 to resolve the resident's complaint about delays in relocating a gas meter boxing and poor communication. The…
202016195 Housing association
The Ombudsman found service failure in the landlord's response to a resident's reports of racist hate crime over an 11-month period, including failures to investigate, remove graffiti promptly, or refer to specialist…
202011024 Housing association
The Ombudsman found no maladministration regarding the classification of the property (it was correctly recorded as 'Older Persons Leasehold' and the landlord had provided adequate explanations). However, there was…
202012164 Housing association
The landlord was found to have maladministration for unreasonable delays in diagnosing and resolving damp and water ingress issues at a shared-ownership property between February 2018 and May 2021, including delays in…
202006710 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's management transfer request, but found service failure in the landlord's complaint handling (significant delays of 4 months for Stage…
202005388 Housing association
The Ombudsman found service failure in the landlord's handling of a bath replacement that took 19 months to complete, partly due to a dispute over moving a glass table and the landlord relying on incorrect information…
202100147 Housing association
The Ombudsman found the complaint about the level of the service charge was outside its jurisdiction (a matter for the First-tier Tribunal). However, the landlord's administration of the service charge and its complaint…
202017326 Housing association
The landlord was found to have service failure for its delayed and incomplete responses to the resident's queries about her service charge account. It took six months to respond informally, failed to escalate to formal…
202004402 Housing association
The Ombudsman found no maladministration in the landlord's response about cladding and fire safety works, but found service failure in its handling of damp and mould, a balcony door issue, and a broken promise to…
202004890 Housing association
The Ombudsman found that the landlord made an offer of redress prior to investigation which satisfactorily resolved complaints about service charge information requests and complaint handling. The landlord acknowledged…
202011049 Housing association
The landlord was found to have service failures in its response to a water leak (delaying repairs by 3-4 months due to poor communication and failure to investigate) and in its complaint handling (delays at both stage…
202113286 Housing association
The Ombudsman found that the landlord made reasonable redress for its handling of a faulty boiler. The landlord responded promptly to repair reports, provided interim heating, and offered £650 compensation (£500 for…
202107688 Housing association
The landlord was found to have maladministration for taking approximately 8 months to install smoke and carbon monoxide alarms and over 2.5 months to address a leak, causing distress and inconvenience. The landlord's…
202103219 Housing association
The landlord erroneously changed the locks at the resident's property due to a mix-up with another address. The Ombudsman found reasonable redress for the lock change issue (the landlord apologised and offered £150…
202011120 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports about a neighbour's video doorbell, as the landlord investigated appropriately and the device's presence alone does not…
202012309 Housing association
The Ombudsman found that the landlord had offered reasonable redress for its failings in handling the resident's parking arrangements and associated complaint handling. The landlord incorrectly told the resident she…
202013546 Housing association
The Ombudsman found no maladministration by Hyde Housing Association regarding its handling of a pigeon infestation and roof works. The lease made the shared-owner resident responsible for the solar panels and pest…
202015952 Housing association
The Ombudsman found service failure for the landlord's delay of over 19 months in replacing the resident's front entrance door, ordering an additional £175 compensation. No maladministration was found regarding the…
202102587 Housing association
The Ombudsman determined that the complaint about a rent increase being set too high is outside its jurisdiction under paragraph 39(g) of the Scheme, as it concerns the level of rent, and directed the resident to the…
202009363 Housing association
The landlord delayed unreasonably over 12 months in completing works for mould and pest issues, but its eventual completion of works and offer of £4500 compensation constituted reasonable redress. The landlord failed to…
202012954 Housing association
The Ombudsman found maladministration in the landlord's handling of cracks and structural issues at the property, and maladministration in its handling of the resident's formal complaints. The landlord was ordered to…
202012406 Housing association
The Ombudsman found that the landlord's offer of £650 compensation for repair delays (relating to water leaks and heating issues from February 2020 to February 2021) was reasonable redress. However, the landlord's…
202006592 Housing association
The Ombudsman found no maladministration in the landlord's decision not to replace the resident's kitchen, but found maladministration in the significant delays (Aug 2020–Jun 2021) arranging kitchen repairs and poor…
202103486 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the residents sought to alter their leasehold agreement to swap parking spaces, which is a legal matter for the courts rather than the…
201910352 Housing association
The Ombudsman found that the landlord offered reasonable redress for its acknowledged delays and failures in handling damp and mould repairs. The landlord decanted the resident, arranged a programme of works, offered…
202013293 Housing association
The Ombudsman found no maladministration in the landlord's handling of back door repairs, as delays were due to Covid-19 and the landlord reasonably relied on contractor assessments. However, there was service failure…
202007775 Housing association
The Ombudsman found maladministration in the landlord's decision to restrict the resident to a single point of contact (SPOC) because it imposed the restriction without warning or giving the resident an opportunity to…
202100704 Housing association
The Ombudsman found service failure by Hyde Housing Association for its delayed and inadequate response to the resident's heating system issues, which left the resident without effective heating for two winters. The…
202009776 Housing association
The Ombudsman found no maladministration in the landlord's handling of cladding remediation works (which took 29 months due to evolving Government guidance) or its decision not to refund a pre-sale information pack. The…
202015762 Housing association
The Ombudsman found that the landlord offered reasonable redress for delays and poor communication in handling pest-proofing repairs and a roof leak (reported Sep 2020, repaired Dec 2020). The landlord acknowledged its…
202008966 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because it concerns the level of service charges and service charge increases, which is a matter for the First-tier Tribunal (Property Chamber) rather…
202017292 Housing association
The Ombudsman found service failure because the landlord wrongly refused to repair a broken fence, contrary to the tenancy agreement, causing the resident inconvenience. However, the landlord's offer of £50 compensation…
201903897 Housing association
The Ombudsman found a service failure in the landlord's response to reports of maintenance delays, due to unreasonable delays in progressing consultation on communal garden arrangements and incorrect advice about…
202012315 Housing association
The Ombudsman determined that the complaint about the landlord's handling of ASB reports between 2017 and 2019 was outside its jurisdiction because the resident did not escalate the complaint through the landlord's…
202000095 Housing association
The Ombudsman found service failure by Hyde Housing Association for not fairly considering the resident's request to replace a kitchen worktop and for poor complaint handling, including a six-month delay and…
201909034 Housing association
The Ombudsman determined that the complaint about the level and reasonableness of service charges is outside its jurisdiction under paragraph 39(g) of the Scheme, as such matters should be dealt with by the First Tier…
202000411 Housing association
The Ombudsman found no maladministration by the landlord in refusing to consider the resident's complaint about compensation offered in 2018, because the complaint was made 18 months after the offer (exceeding the…
202003639 Housing association
The Ombudsman found no maladministration in the landlord's response to ASB reports, as it acted in line with its policy and the resident's wishes. However, the landlord's three-month delay in responding to the complaint…
201913216 Housing association
The Ombudsman found that the landlord was slow to complete repairs for leaks, heating and hot water issues, and communicated poorly with the resident and its contractors. However, the landlord acknowledged these…
201913411 Housing association
The Ombudsman found maladministration by Hyde Housing Association in its handling of a resident's Right to Buy application, due to significant delays and errors including an incorrect valuation that took months to…
202003230 Housing association
The Ombudsman found no maladministration by Hyde Housing Association in its handling of a resident's reports of a water leak. The landlord arranged repairs within reasonable timeframes, offered £250 compensation for…
201912702 Housing association
The Ombudsman found maladministration for the landlord's handling of drainage issues (extended delay causing significant detriment), service failure for pest infestation handling (failure to follow procedure and prevent…
202012113 Housing association
The landlord was found to have service failure for substantial delays in repairing garden paths needed for vital medical deliveries, and for unreasonable delay in handling the resident's complaint escalation. The…
202005895 Housing association
The Ombudsman found service failure by Hyde Housing Association for delays in responding to a roof leak reported in November 2019. The landlord acknowledged initial faults and offered £250 compensation, but the…
202001070 Housing association
The Ombudsman found no maladministration in the landlord's response to maintaining the boundary wall and removing invasive plants, and no maladministration in its decision not to complete the right section of the wall…
202006083 Housing association
The landlord accepted an incomplete notice to quit (with no termination date) from the resident and proceeded to terminate her assured tenancy, despite the resident not having a confirmed move date. It took from March…
202001296 Housing association
The Ombudsman found service failure by Hyde Housing Association for communication failings when arranging an annual gas safety check, including sending messages to the wrong neighbour, failing to give 24 hours' notice…
201909494 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of a leak (which was the resident's repair responsibility under the lease) or in its refusal to suspend rent liability.…
202106440 Housing association
The landlord was found to have maladministration for significant delays in completing repairs to guttering, damp and mould, garden and communal areas, and for poor communication including contractors attending without…
201914239 Housing association
The Ombudsman found reasonable redress by the landlord regarding the condition of the garden at move-in, as the landlord acknowledged failings, apologised, improved procedures, and offered £700 compensation. However,…
201910658 Housing association
The Ombudsman found service failure by Hyde Housing Association in its response to a resident's reports of a faulty boiler. The resident was intermittently without heating for 10 weeks, the landlord failed to provide…
201914260 Housing association
The Ombudsman found maladministration by Hyde Housing Association for its response to the resident's concerns about service charges (block charges and play area charges), due to delays, contradictory information, and…
202001615 Housing association
The Ombudsman found no maladministration regarding pest infestation (the source was a third-party drain issue which the landlord pursued appropriately); reasonable redress for fence repairs (the landlord offered £100…
202003112 Housing association
The landlord was found to have maladministration for failing to complete agreed heating system repairs for over a year, with poor record keeping and no reasonable explanation for delays. A service failure was found for…
201908242 Housing association
The Ombudsman found that the landlord offered reasonable redress (£250) for excessive delays in resolving a noise disturbance issue from a communal ventilation unit, but identified service failure in its complaint…
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