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 53 published decisions.
Incommunities Limited's maladministration rate (53%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202402187 Housing association
Service failure was found in the landlord's response to the resident's concerns about garden stability and a new fence, due to repeated failures to keep the resident updated on works progress. No maladministration was…
202406062 Housing association
The landlord's refusal of the resident's request to install fencing and a shed on communal land was in line with its policy, but it delayed its decision, failed to clearly explain its appeals process, and delayed…
202400574 Housing association
Maladministration was found in the landlord's handling of the resident's reports of damp and mould due to an unexplained delay of approximately 2.5 months in arranging a survey after the September 2023 report. The…
202507491 Housing association
The Ombudsman found no maladministration in the landlord's response to staff conduct, which it considered reasonable and proportionate. It also found no maladministration in the complaint handling, despite some delays,…
202346910 Housing association
The Ombudsman found service failure in the landlord's handling of front garden fencing installation due to inadequate communication, and maladministration in its handling of kitchen repairs due to failure to raise…
202409286 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports (no risk assessment, poor communication, delayed mediation), no maladministration in its handling of the rehousing request,…
202423275 Housing association
There was maladministration in the landlord's handling of a leak and associated repairs, due to an unacceptable delay (over a year) in repairing the source of the leak and poor communication. There was also…
202311966 Housing association
The Ombudsman found service failure in the landlord's response to concerns about a neighbour's proposed extension, reports of an uneven garden following works, and its complaint handling; maladministration in its…
202508539 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of ASB, noting the landlord repaired the communal gate, opened an ASB case, completed a risk assessment, worked with the…
202346170 Housing association
The landlord delayed completing damp and mould repairs over a 12-month period, failed to prioritise the survey given the resident's health vulnerabilities, and had poor communication. The landlord acknowledged its…
202503966 Housing association
The Ombudsman found the landlord made an offer of reasonable redress for its handling of the resident's emergency transfer request, accepting it had wrongly applied a rent arrears exclusion and restricted the move to…
202328346 Housing association
The landlord was found to have committed maladministration in its handling of repairs to a garden fence, taking over 6 months to complete the initial repair (significantly outside its 20 working day policy) and failing…
202339712 Housing association
The complaint concerned the landlord's response to antisocial behaviour (ASB) reports and the resident's subsequent request to move. The Ombudsman found the landlord had made an offer of redress before investigation —…
202347575 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of damp and mould, as it acted promptly and reasonably on its surveyor's expert advice from February 2023. However, there was service…
202407805 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, due to delays in completing recommended works after a damp survey, poor record keeping and communication, and a failure to…
202341257 Housing association
The complaint concerned the landlord's handling of the resident's concerns about the communal TV aerial, which stopped working and could not be repaired due to a lack of power supply. The Ombudsman found reasonable…
202309239 Housing association
The complaint concerned the landlord's response to the resident's enquiries about her rent account and payments, including a requested refund and authorisation codes. The Ombudsman found the landlord offered redress…
202444944 Housing association
The complaint concerned the landlord's handling of the resident's reports of bed bugs in her flat. The Ombudsman found service failure: the landlord delayed the follow-up treatment after its February 2023 spray by 86…
202318264 Housing association
The landlord's handling of the resident's reports of damp and mould and the associated remedial repairs amounted to maladministration. Recommended works following a January 2023 survey took around 14 months to complete,…
202324651 Housing association
The complaint concerned the time taken by the landlord, a housing association, to restore the assured tenant's hot water supply. The Ombudsman found the landlord's offer of £90 compensation, together with its apology…
202411510 Housing association
The complaint concerned the landlord's communications about temporary accommodation between October 2023 and January 2024. The Ombudsman found no evidence the landlord promised to temporarily rehouse the resident and…
202227759 Housing association
The Ombudsman found service failure in the landlord's handling of roof repairs, as it did not meet its own repair timescales or acknowledge the resident's time and trouble in chasing the issue, ordering total…
202311083 Housing association
The complaint concerned the landlord's response to the resident's reports of noise nuisance and antisocial behaviour (ASB). The Ombudsman found the landlord failed to proactively register and respond to some reports of…
202315840 Housing association
The Ombudsman found service failure in the landlord's handling of reports of antisocial behaviour at or near the property, and service failure in its handling of the associated formal complaint. The landlord issued a…
202310528 Housing association
The complaint concerned the landlord's handling of the resident's reports of noise nuisance from the neighbour in the flat above. The Ombudsman found the landlord took a proactive approach over several years,…
202310043 Housing association
The complaint concerned the landlord's handling of uncapping the gas supply when the resident moved in. The Ombudsman found the landlord failed to inform the resident that the appointment to uncap the gas had been…
202228889 Housing association
The Ombudsman found severe maladministration in the landlord's handling of damp and mould reports and associated repairs due to prolonged lack of oversight and failure to consider household vulnerabilities, plus…
202342063 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's management transfer request, as it did not effectively consider her medical needs when she first requested a transfer and missed…
202308270 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, and service failure in its handling of her reports that she was struggling to heat her home, that her windows…
202306598 Housing association
The Ombudsman found service failure in the landlord's handling of a leaseholder's reports of overgrown trees in the garden. The landlord failed to follow its own ground maintenance policy and tree guidelines by not…
202234772 Housing association
The complaint concerned the landlord's handling of the resident's reports of noise nuisance from a neighbour. The Ombudsman found no maladministration: the landlord acted proportionately and in line with its ASB policy,…
202233186 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of anti-social behaviour by her neighbour. While the landlord largely acted in a timely manner and in line with its ASB policy, it…
202313922 Housing association
The landlord committed to resecure the neighbour's squeaking floorboards but failed to carry out the works, later stating the floorboards were in good condition without explaining the change of position. The Ombudsman…
202219765 Housing association
The Ombudsman found maladministration in the landlord's handling of poor contractor conduct during a kitchen and bathroom replacement, its response to reports of injury and damage to belongings, and its failure to let…
202216799 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour, including failing to follow its own ASB policy timescales, poor communication, multiple changes of…
202128086 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about rent overcharges, grounds maintenance charges, and alleged forged signatures on tenancy agreements. The landlord…
202207367 Housing association
The Ombudsman found no maladministration for the landlord's handling of littering and noise nuisance complaints, but found maladministration for a 16-month delay in repairing a fence and for waiting over 3 years before…
202118294 Housing association
The Ombudsman found service failure in the landlord's handling of energy efficiency concerns (delayed signposting to support), reasonable redress for repairs and management transfer handling (the landlord's £450 offer…
202104089 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request to fence off land at the side and rear of her property, as the landlord reasonably relied on a legal view confirming rights…
202226652 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request to purchase his home under the Right to Acquire scheme, ordering £200 compensation.
202207018 Housing association
The Ombudsman found no maladministration in the landlord's administration of the resident's rent account and its response to concerns about staff conduct. The complaints about the eviction and service charge refund were…
202201911 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request for gas central heating. The landlord had provided working storage heaters, the property had a good EPC rating, and it was…
202012539 Housing association
The Ombudsman found service failure in the landlord's handling of a resident's reports of heat loss, draughts and poor insulation, due to inadequate record-keeping, delays in investigating building defects, and failure…
202106979 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's reports of bed bugs. The landlord attended promptly, set traps, found no evidence of infestation on multiple occasions, and…
202119336 Housing association
The Ombudsman found that the landlord's handling of the resident's ASB reports was proportionate and in line with its policy. The landlord offered a £50 goodwill payment, apologised, and assigned a new case handler,…
202120438 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's request for permission to erect fencing. The landlord gave valid reasons for requiring removal of an unauthorised front fence…
202118732 Housing association
The Ombudsman found maladministration by Incommunities Limited for delays in processing the resident's Right to Buy application (18 weeks over statutory timescales) and for poor complaint handling (51 working days late…
202209486 Housing association
The Ombudsman found no maladministration by Incommunities Limited regarding its handling of a resident's reports of a rat infestation and associated repairs, as the landlord acted within its policy timescales for pest…
202208132 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the resident's plasterwork, flooring and gas pipes, primarily due to an unreasonable six-month delay in completing skirting board plasterwork…
202104446 Housing association
The Ombudsman found no maladministration across all complaint heads. The landlord responded promptly to repair reports; delays were due to the resident not providing access or the pandemic. The landlord's handling of…
202111130 Housing association
The Ombudsman found no maladministration by Incommunities Limited regarding its refusal to reimburse the resident for decoration costs incurred at a property she signed for but subsequently decided not to move into. The…
202005780 Housing association
The Ombudsman found no maladministration by Incommunities Limited in its response to the resident's reports of ASB (vehicles parking in disabled bays), dog fouling on pavements, and concerns about pavement conditions.…
202011217 Housing association
The Ombudsman found no maladministration by Incommunities Limited regarding its handling of a resident's request for mixer taps. The landlord investigated the hot water temperature concerns, found the taps and boiler…
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