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 34 published decisions.
Magenta Living's maladministration rate (56%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202342247 Housing association
The Ombudsman found maladministration in the landlord's response to damp and mould reports and damage to personal belongings, as it failed to offer proportionate compensation for the impact of its long-running repair…
202338224 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of anti-social behaviour (ASB), and no maladministration in its handling of the complaint. The landlord acted in line with…
202347508 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould (repeated failures to permanently resolve the issue and unreasonable delays) and in its handling of the toilet…
202426472 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about a panel review it arranged to investigate his previous complaints, and in its handling of his subsequent complaint. It…
202319377 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour, including delays and missed opportunities to act sooner on hate-related incidents, and ordered it to…
202311316 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's repair reports, but found maladministration in its handling of asbestos in the property: it did not follow its own asbestos safety…
202427013 Housing association
The complaint concerned the landlord's handling of the resident's reports of no hot water and heating. The landlord accepted its own and its contractors' poor service levels, wrongly diagnosed the problem, missed its…
202307952 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the plasterwork and doorframes (inadequate record keeping, unreasonable delays of 59 working days to raise the plasterwork repair and 111…
202327985 Housing association
The landlord was found to have caused service failure in its handling of the resident's requests for a replacement front door and in its handling of the associated formal complaint. It was ordered to pay £150…
202234363 Housing association
The Ombudsman found no maladministration in the landlord's handling of a leaseholder's reports of odours allegedly coming from the flat below. It found the landlord investigated promptly (visiting the resident and…
202322785 Housing association
The Ombudsman found service failure in the landlord's administration of the resident's rent account: it failed to notify the resident of accruing arrears, did not send rent statements, and did not sufficiently inform…
202230503 Housing association
The Ombudsman found maladministration in the landlord's response to leaks in the rear and front bedrooms, its complaint handling, and its record keeping, though its response to roof-repair-related leaks was reasonable…
202213660 Housing association
The Ombudsman found service failure in the landlord's handling of upgrade programme works (failing to investigate safety concerns about loosened paving and not adequately responding to the resident's concerns), and…
202124408 Housing association
The Ombudsman found maladministration by Magenta Living for its handling of the resident's reported repairs (including damp and mould, a landing radiator, garden rubbish, fencing, a cracked toilet, and a doorframe) and…
202215038 Housing association
The Ombudsman found no maladministration by Magenta Living in its handling of a resident's reports of noise nuisance and noise transference from the flat above. The landlord took reasonable steps including site visits,…
202220432 Housing association
The landlord was found to have maladministration for its handling of a mice infestation that remained unresolved from March 2021 to December 2022, causing significant distress and inconvenience to the resident who…
202122836 Housing association
The Ombudsman found service failure by Magenta Living in its handling of the resident's preserved right to buy application. While the landlord met statutory timescales for notices, it failed to manage expectations about…
202208900 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of damaged fences, as the tenancy agreement made fence repairs the resident's responsibility. However, there was service…
202112953 Housing association
The Ombudsman found no maladministration by Magenta Living. The landlord had sent asbestos information in the sign-up email, acted swiftly and appropriately when the resident reported disturbing potential asbestos, and…
202113362 Housing association
The landlord was found to have a service failure for not taking any action for almost five months after its operative could not access the loft to inspect reported missing bricks in the roof-space wall. The Ombudsman…
202121513 Housing association
The Ombudsman found service failure by Magenta Living regarding the resident's reports of a boiler leak, as the landlord's incorrect installation of a ball valve caused a leak and its complaint responses lacked…
202125210 Housing association
The Ombudsman found no maladministration by Magenta Living in how it handled the resident's reports of a leak from the roof into his leasehold property. The landlord responded in line with its repair policies, attended…
202120371 Housing association
The Ombudsman found no maladministration by Magenta Living in its handling of the resident's request for a bath to be installed. The landlord reasonably required an occupational therapist assessment before considering…
202113308 Housing association
The Ombudsman found service failure by Magenta Living for failing to carry out a health and safety inspection of the resident's dividing fence after she reported it as insecure in early 2021, instead relying on historic…
202204877 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request for reimbursement of spoilt food after an electrical fault caused a 12-hour power cut, nor in delays onboarding the energy…
202114295 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's complaint about cleaning solvents used in communal areas. The landlord took immediate action by having the contractor visit the…
202103912 Housing association
The Ombudsman determined the complaint about the landlord's handling of ASB allegations resulting in a Notice of Seeking Possession was outside its jurisdiction because the matter was the subject of ongoing legal…
202102090 Housing association
The Ombudsman found service failure in Magenta Living's handling of a resident's noise nuisance/ASB reports. The landlord treated the reports as a housing management issue rather than following its ASB policy, resulting…
202110935 Housing association
The Ombudsman found no maladministration by Magenta Living regarding its handling of repairs to the resident's front door, communal front door, and removal of a concrete canopy, and its response to a cost breakdown…
202011206 Housing association
The Ombudsman found service failure by Magenta Living in its handling of boiler and front door repairs. The landlord delayed authorising a new boiler and only provided one heater, leaving the resident unable to heat the…
202003279 Housing association
The Ombudsman found no maladministration by Magenta Living regarding its decision to carry out emergency works and let an empty property during the COVID-19 pandemic, as it had undertaken a risk assessment and taken…
202009293 Housing association
The Ombudsman found no maladministration in the landlord's decision not to refund the cost of a boiler repair. The boiler was the resident's responsibility under the leasehold agreement, having been taken on when they…
202002947 Housing association
The Ombudsman found no maladministration regarding the condition of the property at the start of the tenancy, as the landlord had no obligation to redecorate to the resident's preferred style and the property was not in…
202000689 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of antisocial behaviour and the neighbour's counter-allegations. The landlord acted appropriately and proportionately,…
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