Voluntary
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.
202411599 Voluntary
The Ombudsman found reasonable redress in the landlord's handling of reports of a broken lift, noting the landlord apologised and offered £250 compensation reflecting service failures and inconvenience. It found no…
202441321 Voluntary
The Ombudsman found service failure in the landlord's handling of reports of repairs to a kitchen cupboard, wall and floor, as it did not fully comply with its repair obligations and missed the chance to resolve this…
202440779 Voluntary
Service failure was found in the landlord's handling of reports of a roof leak and associated repairs, due to unreasonable delays (external repair took ~8 months; internal works took 76 working days) and poor…
202518324 Voluntary
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports, citing poor record keeping, limited evidence of inspections and works, and continued weekday appointment…
202425823 Voluntary
The Ombudsman found maladministration in the landlord's response to repairs and associated damp and mould, with repairs first reported in November 2023 remaining unresolved for 15 months, and service failure in its…
202343105 Voluntary
The Ombudsman found service failure in the landlord's handling of the resident's repairs and compensation claim, because it did not clearly communicate the outcome of the claim for damaged belongings and left the final…
202425775 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (kitchen units, garden fences, front door, outhouse, garden wall and path) and of plastering repairs, and service failure in its complaint…
202342827 Housing association
The landlord failed to properly handle reports of repairs to windows, window sills and walls — it did not complete agreed works, gave confusing and conflicting information, failed to follow up as promised, and…
202318039 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports, citing failures to carry out risk assessments and action plans, to investigate all reports, to contact alleged perpetrators…
202233937 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise from her neighbour's property. It identified delays, a failure to comply with its ASB policy, poor record-keeping, and…
202331312 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of parking issues and request for her parking bay to be marked, and in its handling of her request for improved accessibility of…
202347219 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to address heat loss, citing unreasonable delays in the window repairs and bathroom radiator replacement and a failure to keep the resident…
202302619 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the bathroom roof and ceiling, as it took almost four months to complete the works, failed to effectively monitor its roofing and asbestos…
202220211 Housing association
The landlord was found to have maladministration for taking almost 3 weeks to repair a water leak, exceeding its urgent repair timescale and failing to keep the resident updated. Service failure was found for complaint…
202313074 Housing association
The landlord gave a shared ownership leaseholder incorrect information that her building did not need an EWS1 form, despite already holding records confirming it did, which led her to start a valuation and…
202402453 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a leak from a wet room and the associated repairs, which had been ongoing from April 2023 and left the resident unable to use her bathroom and…
202322695 Housing association
The Ombudsman found maladministration in the landlord's response to a long-running mouse infestation, citing delay in proofing a known entry point (the kitchen water tank cupboard, not addressed until 29 months after…
202330794 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports (delays in responding, no timely risk assessment, and slow CCTV installation) and in its handling of repairs to the communal…
202334813 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's parking concerns, as the area was a service road never allocated for resident parking. However, it found maladministration in the…
202230777 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs, ASB and the complaint, service failure over parking, no maladministration over suitability, and no jurisdiction over the property allocation,…
202311782 Housing association
The Ombudsman could not consider the resident's complaint about being charged a higher rent (not escalated through the landlord's procedure and concerning rent level). It found service failure in the landlord's handling…
202305073 Housing association
The complaint concerned the landlord's handling of an electrical outage at a leasehold property, including the leaseholder's dealings with the network supplier and hotel costs incurred. The Ombudsman determined the…
202208094 Housing association
The Ombudsman found service failure in the landlord's handling of moving a wall in the resident's property without adequate notice or consent, ordering £250 compensation and a review of record-keeping practices. No…
202305464 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of her electrics tripping. The fault, which intermittently cut the resident's heating and hot water, took 21 months to resolve,…
202220070 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB allegations against the resident, as it acted proportionately and in line with policy, though record-keeping was poor. However, there was…
202211403 Housing association
The Ombudsman found maladministration in the landlord's administration of the resident's rent account and in its complaint handling. The landlord failed to communicate effectively, delayed correcting the rent account,…
202215054 Housing association
The landlord was found to have maladministration for its handling of roof repairs, damp and mould/insulation issues, record keeping, and complaint handling. It delayed responding to roof reports, failed to keep adequate…
202203803 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of neighbour smoking. The landlord responded promptly, managed expectations, offered mediation, and converted the tenancy to…
202002691 Housing association
The Ombudsman found service failure by MHS Homes Ltd regarding compensation offered for delays in repairing bathroom drainage (the landlord was fully responsible for a poorly installed bathroom) and for poor complaint…
202001013 Housing association
The Ombudsman found that the landlord made an error when splitting out service charge elements, incorrectly including a lift maintenance charge for a lift the resident could not use. The landlord rectified this by…
202002094 Housing association
The landlord was found to have service failure for its handling of the resident's reports of rodents. It delayed completing adequate pest proofing repairs (over 12 weeks), did not address damage to belongings, and…
202011237 Housing association
The Ombudsman found service failure by MHS Homes Ltd in its handling of the resident's reports of damp and mould. While the landlord investigated, carried out repairs, apologised and offered some compensation, it failed…
201904750 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of anti-social behaviour and harassment from a neighbour. The landlord took reasonable and proportionate action including…
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