The Ombudsman found service failure in the landlord's communication with the resident, including a failure to give notice of scaffolding erection and delays in responding to her concerns. The landlord was ordered to pay…
Service failure
Housing association
Islington and Shoreditch Housing Association Limited
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.
Key statistics
Published determinations
Decisions with an adverse finding
Most serious findings
Total across decisions
Decisions against
Outcome breakdown
Count of outcomes reached across complaint heads in 16 published decisions.
- No maladministration 2
- Reasonable redress 5
- Service failure 6
- Maladministration 10
- Severe maladministration 1
- Outside jurisdiction 2
Islington and Shoreditch Housing Association Limited's maladministration rate (81%) is higher than the average for housing association (64%) across published Ombudsman determinations.
Decisions (16)
All landlordsIslington and Shoreditch Housing Association Limited
202330947 Housing association
The complaint about the landlord's handling of multiple repairs was found to be outside the Ombudsman's jurisdiction because the same matters were subject to legal proceedings at court, where a Tomlin Order had been…
Islington and Shoreditch Housing Association Limited
202518833 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's bathroom refurbishment concerns and contractor conduct, and no maladministration in complaint handling. However, it found service…
No maladministration Service failure leak water ingress repairs delay bathroom refurbishment vulnerable resident
Islington and Shoreditch Housing Association Limited
202513635 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of no heating and no hot water (failure to keep oversight of works by two contractors, failure to consider the household's vulnerabilities…
Maladministration Service failure heating hot water parking charge notices record keeping repairs delay
Islington and Shoreditch Housing Association Limited
202503727 Housing association
The landlord repeatedly delayed raising and completing works to address damp and mould in the property from July 2024 to July 2025 and failed to keep the resident meaningfully informed, which the Ombudsman found was…
Maladministration No maladministration damp and mould repairs delay communication failure overcrowding
Islington and Shoreditch Housing Association Limited
202415093 Housing association
The Ombudsman found maladministration in the landlord's response to repairs to the resident's bathroom, which involved significant delays (over 10 months for the bath and around 18 months for other works) and a failure…
Islington and Shoreditch Housing Association Limited
202430026 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's repair requests, including delays, poor record keeping, failure to communicate delays, and delay in paying flooring compensation. The…
Maladministration Outside jurisdiction repairs delay leak water ingress complaint handling delay record keeping
Islington and Shoreditch Housing Association Limited
202424686 Housing association
The Ombudsman found severe maladministration in the landlord's response to the resident's reports of a leak into her leasehold property, including an 8-month delay before works began, ongoing communication and…
Severe maladministration Maladministration leak water ingress repairs delay complaint handling delay communication failure
Islington and Shoreditch Housing Association Limited
202305280 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for repairs to the wet room (a leak took around 14 months to resolve, far exceeding the landlord's 28-day repairs policy, with…
Islington and Shoreditch Housing Association Limited
202305132 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak into the resident's kitchen, citing failures to manage communications, log and complete repairs in time, maintain records, and assess the need…
Maladministration Reasonable redress leak water ingress repairs delay complaint handling delay record keeping
Islington and Shoreditch Housing Association Limited
202202116 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports (dealing with complaints in isolation, failing to use noise recording equipment), service failure in complaints handling (significant delays…
Service failure Reasonable redress Service failure anti social behaviour complaint handling delay transfer request noise nuisance
Islington and Shoreditch Housing Association Limited
202229316 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a communal lift out of service for around 9 months and in its complaint handling, concluding its £500 compensation offer and service charge refund…
Islington and Shoreditch Housing Association Limited
202205666 Housing association
The landlord was found to have maladministration for its handling of repairs to the resident's boundary wall. While it initially accepted failings and offered compensation, it failed to follow through, causing a further…
Islington and Shoreditch Housing Association Limited
202210184 Housing association
The Ombudsman found reasonable redress for the landlord's handling of repairs after a mutual exchange, as the landlord acknowledged failings and offered £2,000 compensation, a £1,311.42 rent credit, and completed…
Reasonable redress Maladministration repairs delay complaint handling delay record keeping failure communication failure
Islington and Shoreditch Housing Association Limited
202127482 Housing association
The landlord acknowledged failings in its handling of the resident's anti-social behaviour reports, including not creating an action plan and not interviewing witnesses. It offered apologies, staff retraining, and to…
Islington and Shoreditch Housing Association Limited
201816716 Housing association
The landlord was found to have service failure for its handling of a water ingress report, with significant delays from December 2018 to at least February 2021 due to poor record keeping and communication.…
Service failure Maladministration leak water ingress repairs delay complaint handling delay damp and mould
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