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 33 published decisions.
Karbon Homes Limited's maladministration rate (70%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202411453 Housing association
The landlord offered reasonable redress for its handling of the resident's reports of bathroom repairs (wash-hand basin, shower, toilet and extractor fan), having acknowledged delays and communication failures,…
202414561 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a delayed bathroom radiator repair, where the landlord completed the works, paid compensation and committed to process improvements. It found service…
202425043 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of repairs relating to the heating and extractor fan, because although repairs were attended within timescales, the landlord…
202523563 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB, where it failed to follow its ASB policy including not carrying out risk assessments, insufficient evidence-gathering,…
202524862 Housing association
The Ombudsman found maladministration in the landlord's handling of kitchen repairs and a damaged garden fence, both of which took around two years and fell significantly outside its policy timescales, and service…
202528248 Housing association
The Ombudsman found maladministration in the landlord's handling of damp, mould and associated repairs (it did not always confirm the cause, assess habitability or evidence its actions) and service failure in its…
202436994 Housing association
The Ombudsman found the landlord's offer of redress reasonably resolved the errors in its response to a smell, fly infestation and associated repairs, and there was no maladministration in its response to the resident's…
202401354 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould, its response to garden issues, and its complaint handling. The landlord delayed assessing damp and mould, failed to carry…
202330910 Housing association
The landlord was found to have committed maladministration in both its handling of the resident's reports of defects in a new-build property (including garden drainage issues it failed to chase the developer on,…
202430991 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of draughts and coldness from the front door and lounge window, citing inadequate record keeping, excessive delays of over 12…
202316964 Housing association
The Ombudsman found maladministration in the landlord's handling of internal and external repairs to the walls and floors and the bathroom extractor fan, and maladministration in its response to reports of damp and…
202447406 Housing association
The complaint concerned the landlord's handling of a secure tenant's reports of anti-social behaviour (mainly night-time noise from a neighbour). The Ombudsman found the landlord acted in line with its ASB policy and…
202329045 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports that its heating system impacted his energy bills, in its complaint handling, and in its record keeping. Failures included delay…
202234018 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about a persistently cold bedroom, including a lack of action between November 2022 and April 2023 and poor communication, and…
202315542 Housing association
The Ombudsman found service failure in the landlord's handling of concerns about staff conduct, delays installing agreed safeguarding measures, and its complaint handling, and no maladministration in its handling of ASB…
202313549 Housing association
The Ombudsman found maladministration in the landlord's handling of concerns raised about staff conduct and in its handling of the resident's complaints, ordering an apology, £800 compensation and a case review. The…
202331768 Housing association
The complaint concerned the landlord's response to the resident's requests for bathroom repairs. The Ombudsman found service failure: following the March 2023 inspection the landlord failed to progress the outstanding…
202337281 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of antisocial behaviour, accepting the landlord's £850 offer (within the severe maladministration remedies banding)…
202203262 Housing association
The Ombudsman found maladministration in the landlord's handling of remedial works following a mutual exchange, due to failures to provide timescales, keep the resident updated, consider temporary repairs for a loose…
202206544 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, as it took reasonable and proportionate action throughout. However, the landlord's complaint handling was delayed (over one month for a…
202213806 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of harassment/ASB and noise nuisance, due to insensitive communication, failure to manage expectations, and failure to explore…
202119326 Housing association
The Ombudsman found no maladministration in the landlord's handling of noise nuisance/tenancy breach reports and winter access concerns, but service failure in handling ASB/staff conduct allegations (failure to…
202113542 Housing association
The Ombudsman found the rent level complaint was outside its jurisdiction, no maladministration regarding the landlord's request to remove an unauthorised fence, and service failure for a 99-day delay in the stage two…
202115388 Housing association
The Ombudsman found no maladministration by Karbon Homes in its handling of the resident's reports of antisocial behaviour and noise nuisance. The landlord took reasonable and proportionate steps to investigate,…
202126682 Housing association
The Ombudsman resolved the complaint through mediation after the landlord increased its compensation offer to £176.27 and apologised for comments made by staff. The resident accepted this as a satisfactory resolution.
202004608 Housing association
The Ombudsman found service failure in the landlord's response to reports of damp and mould (avoidable 12-week delay progressing an expert determination due to poor record keeping) and in its complaint handling…
202118373 Housing association
The Ombudsman determined that the complaint about whether the lease provides a right of access over the garden was outside its jurisdiction, as the dispute concerns the interpretation and enforceability of a lease…
202100441 Housing association
The Ombudsman found no maladministration in the landlord's handling of noise transference reports, as the resident did not engage with offers to investigate and an independent acoustic survey showed the property met…
202110697 Housing association
The landlord delayed repairing a bedroom ceiling damaged by a roof leak from December 2020 to May 2021, and was slow to handle the resident's complaint. It offered £645.16 compensation plus redecoration, which the…
202016566 Housing association
The resident complained about the landlord's handling of a kitchen replacement, concerns about Health & Safety and Covid guidance adherence, and the response to a compensation request. Following Ombudsman intervention,…
201906063 Housing association
The Ombudsman found that the landlord offered reasonable redress for its response to noise transference reports and its complaint handling. The landlord took reasonable steps to investigate noise issues but delayed…
202002192 Housing association
The Ombudsman determined that both complaints were outside its jurisdiction: the first (about how the property was advertised) was not raised as a formal complaint within six months of the issue arising, and the second…
201910780 Housing association
The Ombudsman found no maladministration across all seven complaint heads concerning bins, satellite dishes, patio doors, bathroom upgrade, damp, staff conduct, and complaint handling. While the landlord's stage 1 and…
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