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.
Jigsaw Homes Group Limited's maladministration rate (77%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202520290 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould reports (failures in risk assessment, dehumidifying equipment, appointment scheduling and communication, with an unacknowledged delayed…
202441868 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of damp and mould, or in its handling of the complaint. No orders were made to put things right; the landlord was instead…
202229170 Housing association
The Ombudsman found maladministration over long delays repairing the front door lock and broken windows, and service failure over the landlord's failure to address a manager's derogatory comments about the resident,…
202336871 Housing association
Maladministration was found in the landlord's handling of boiler repair reports: it took 16 days to resolve an emergency heating failure and failed to make reasonable adjustments for a resident with known…
202336274 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, which took 9 months to complete despite urgent repair timescales, and in its handling of the associated…
202332619 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, a roof leak, and damages to personal belongings, due to failures to take timely and effective action, poor record keeping,…
202508313 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (unreasonable delays in completing identified repairs), no maladministration in its handling of the resident's…
202427576 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of noise nuisance, as it acted in line with its ASB policy and took reasonable steps to investigate and reduce the noise. It…
202330650 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damage to her kitchen cupboard, specifically its failure to take adequate steps to address reported mould, and no…
202341761 Housing association
The resident complained about the landlord's handling of repairs to a communal car gate that broke twice. The Ombudsman found service failure because the landlord unreasonably delayed approving its contractor's repair…
202452093 Housing association
The Ombudsman found service failure in the landlord's handling of repairs (it did not attend a surveyor appointment as agreed and did not clearly communicate its intention to recharge the resident for works to her…
202347973 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's antisocial behaviour reports (delays in progressing legal action, late and inaccurate risk assessment, no action plan, poor…
202345927 Housing association
The Ombudsman found service failure in the landlord's handling of reports of low water pressure and hot water loss at the property. While the £300 redress the landlord offered was adequate, the landlord had not resolved…
202422730 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about her high water usage, and reasonable redress in its handling of her request to repair decorative damage from a leak.…
202415155 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of pests, as it did not complete pest control recommendations (covering the neighbour's vent, repairing roof holes, surveying…
202424905 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a leak following disrepair works (delays arranging appointments, a missed appointment and poor communication), with the landlord's £300 offer accepted…
202431673 Housing association
The resident complained about the landlord's handling of repairs in her property. The Ombudsman determined the complaint was outside its jurisdiction under paragraph 42.f of the Scheme, because the landlord had obtained…
202322779 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould in the bathroom (repair timescale breaches, poor record keeping, and inadequate apology/compensation) and…
202234888 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of waterlogged gardens — it delayed investigating the drainage issue for 19 months and failed to treat the contact as a service…
202317067 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of car parking issues, as the landlord reasonably considered barrier options, installed signs, wrote to non-residents and…
202420615 Housing association
The resident complained about the landlord's response to reports of damp and mould. The Ombudsman found maladministration: although it inspected and repaired promptly, the landlord consistently attributed the mould…
202321821 Housing association
The landlord's handling of reports of a leak and shower repairs amounted to maladministration, with avoidable delays — the need to replace the shower tray was flagged in May 2023 but it was not ordered and fitted until…
202322689 Housing association
The Ombudsman found service failure in the landlord's handling of the condition of the property when let and its handling of associated repair issues, as its void inspection records were not comprehensive and it could…
202327207 Housing association
The complaint concerned the landlord's handling of reports that the resident's windows had not been cleaned for 2 years. The Ombudsman found no maladministration, as the landlord took reasonable steps, evidenced the…
202324511 Housing association
The Ombudsman found service failure in the landlord's response to reports of damp and mould and the request to replace the wet room, because it did not complete a drainage repair within its repair timescales. It found…
202322464 Housing association
The Ombudsman found service failure in the landlord's handling of leaks affecting the resident's property, due to a delay in raising an order for a surveyor to inspect and a lack of communication while the roof leak was…
202324786 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports, its referral of information about her to a mental health team (which then contacted her GP), or its handling of her…
202328253 Housing association
The Ombudsman found maladministration in the landlord's handling of communal area issues including repairs to the electric entrance gates and alleged ASB, no maladministration in its communication of the service…
202403194 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and maladministration in its complaint handling. The landlord was ordered to apologise and pay £2,276…
202319303 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about a neighbour storing bulky items (a trampoline and football goal) in the communal garden. It failed to follow its own…
202228709 Housing association
The Ombudsman found maladministration in the landlord's handling of communal door security repairs and its response to ongoing anti-social behaviour from associates of a former neighbour, and service failure in its…
202342720 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request for repairs to his flat, as it had not reasonably addressed his balcony door and ceiling crack (the door rehang exceeded the…
202400224 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's rehousing application, as it had appropriately assessed the household's medical needs, awarded band 1 priority and explained its…
202014614 Housing association
The Ombudsman found that the complaint about ASB reports between 2018 and 2021 was outside jurisdiction due to delay. There was no maladministration in the landlord's handling of ASB reports in 2022-2023 and the support…
202320937 Housing association
The Ombudsman found a service failure in the landlord's handling of the resident's reports of toxic smells and gases: a Positive Input Ventilation (PIV) unit identified as a possible solution was not progressed for…
202227491 Housing association
The Ombudsman found no maladministration in the handling of mice reports and repairs or in complaint handling, but found service failure in the landlord's response to reports of anti-social behaviour in the car park,…
202336579 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports about an ongoing rat infestation. It accepted the rat(s) entered via an open window rather than a defect the landlord ought…
202315640 Housing association
The complaint concerned the landlord's handling of the resident's reports about an ongoing rat infestation, including rats entering the property via an open window and issues with overflowing communal bins and external…
202316442 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, as it failed to follow its own damp procedure and did not conduct a further inspection when the resident reported the issue…
202305418 Housing association
The Ombudsman found service failure in the landlord's handling of reports about a blocked drain (failure to keep adequate records, monitor outstanding works and keep in contact) and about peeling damp proof paint…
202206853 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's service charge queries, due to a 4-month delay and poor communication, and maladministration in its complaint handling for delays and…
202322838 Housing association
The landlord's handling of the resident's reports of damp and mould amounted to severe maladministration, with delays in arranging an initial inspection, delays and poor communication on ventilation and mould works, a…
202218579 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports (failure to consistently follow policy, complete risk assessments, agree action plans, and explore non-legal remedies) and in its…
202224401 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB and safeguarding concerns given its multi-agency working, but found service failure in its complaint handling, ordering £50 compensation and…
202218543 Housing association
The Ombudsman found no maladministration in the landlord's handling of the property condition on move-in or in its complaint handling. The property met relet standards; minor repairs and cleaning concerns were addressed…
202217419 Housing association
The Ombudsman found maladministration in the landlord's handling of the viewing and sign-up, where it failed to properly explain refusal consequences, did not consider the resident's vulnerabilities, and effectively…
202220957 Housing association
The Ombudsman found service failure in the landlord's handling of the property condition and rubbish left in the gardens after a mutual exchange, given a roughly 10-month delay before it cleared the garden and improved…
202203265 Housing association
The Ombudsman found no maladministration by Jigsaw Homes Group Limited in its response to the resident's request to reclassify her property from a three-bedroom to a two-bedroom property. The landlord acted reasonably…
202204058 Housing association
The Ombudsman found no maladministration in the landlord's response to ASB reports (it acted promptly and proactively), but maladministration in its handling of the resident's request for sound-proofing insulation (it…
202110298 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's transfer request due to accessibility needs. The landlord acted reasonably by offering a management move following fire service…
202201661 Housing association
The Ombudsman found service failure by Jigsaw Homes Group Limited in its handling of a leaseholder's concerns about intercom and concierge services. The landlord was unclear about its contractor's contractual…
202007735 Housing association
The Ombudsman found service failure by Jigsaw Homes Group Limited in how it handled a resident's reports of noise nuisance and ASB from a neighbour. While the landlord initially acted appropriately and in line with its…
201910414 Housing association
The landlord failed to properly handle a resident's request for CCTV footage after his car was vandalised, and did not preserve the footage. It acknowledged its failings, apologised, updated its procedures, and offered…
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