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 66 published decisions.
Moat Homes Limited's maladministration rate (74%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202329049 Housing association
The landlord offered reasonable redress for its response to the resident's reports about the front door, sewage upsurge and external works, and for its complaint handling. However, the Ombudsman found maladministration…
202311576 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's report of a building defect and associated rodent infestation, and in its complaint handling. The landlord delayed its investigations…
202528179 Housing association
The complaint concerned the landlord's response to the resident's concerns about her rent charges. The Ombudsman found reasonable redress: the landlord's explanations of the rent calculation and increases were…
202346722 Housing association
Service failure was found in the landlord's response to the resident's reports of noise from heating system pipes, due to poor coordination, prolonged delays, repeated failed call-backs and a reactive approach. Service…
202532562 Housing association
The complaint concerned the landlord's refusal to allow a shared owner to sublet his property again after the permitted sublet period expired. The Ombudsman found no maladministration, as the landlord had reasonably…
202446224 Housing association
The Ombudsman found maladministration in the landlord's handling of roof repairs, as it failed to carry out repairs within a reasonable timeframe and did not evidence that the leak had been resolved. It found reasonable…
202325016 Housing association
No maladministration was found in the landlord's handling of the resident's request for a contribution toward replacement patio doors, as the lease made repairs the resident's responsibility. However, maladministration…
202502553 Housing association
The Ombudsman found service failure in the landlord's response to the resident's request for an urgent transfer to more suitable accommodation, due to failures to acknowledge medical information, respond to enquiries…
202407211 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's enquiries about scaffolding erected for repairs to another flat, which remained in place for an unreasonable extended period with poor…
202404257 Housing association
The Ombudsman found maladministration in the landlord's handling of guttering repairs, which took nearly 4 years to complete due to poor record keeping, ineffective internal processes and inadequate contractor…
202525161 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of loss of heating and hot water and low water pressure, and service failure in its handling of a cold area in the bedroom. Complaint handling…
202526732 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of roof leaks and subsequent repairs, due to failure to take timely action, find a lasting solution, and poor communication. No…
202418979 Housing association
No maladministration was found in the landlord's response to the resident's concerns about a CCTV camera position, as the landlord proactively pursued the matter with the freeholder-appointed managing agent. However,…
202513876 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould due to repeated failures to meet its policy timescales and poor communication, no maladministration in its handling of the silverfish…
202516544 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of ASB and her request to appoint a new investigating officer, as it followed its ASB policy and maintained regular contact.…
202336014 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's roof leak: although not responsible for the repair under its lease, it reasonably liaised with the managing agent, chased updates and…
202514334 Housing association
A shared owner reported a persistent foul smell from the communal drains; the landlord responded to each report within its policy timescales but delayed the CCTV survey and failed to keep the resident adequately…
202335827 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a roof leak affecting the resident's ceiling, and maladministration in its complaint handling. The landlord was ordered to apologise, pay…
202345791 Housing association
The Ombudsman found maladministration in the landlord's handling of flooding in the resident's garden (delaying work by almost 18 months, poor record keeping and contradictory communication) and in its handling of the…
202441540 Housing association
The landlord took 10 months to replace the bedroom windows, caused delays by not responding to the external contractor's quote promptly, failed to keep the resident updated, and did not do what it said it would to…
202344850 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a pest infestation, as it did not complete proofing repairs within its repairs policy timescales and failed to keep the…
202335768 Housing association
The Ombudsman found no maladministration in the landlord's £1,250 goodwill offer to replace items disposed of due to a bedbug infestation, which it considered fair and reasonable given the landlord's wider actions.…
202402276 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the roof leak repairs and resulting damp and mould, and for its associated complaint handling. The landlord had already offered a total of…
202410892 Housing association
The complaint concerned the landlord's handling of the resident's reports of low water pressure and its complaint handling. The Ombudsman found maladministration in the landlord's handling of the low water pressure…
202330131 Housing association
The Ombudsman found maladministration in the landlord's handling of communal garden maintenance, as it failed to evidence that grounds maintenance met the required standard and its record keeping and action on reported…
202413752 Housing association
The Ombudsman found no maladministration in the landlord's response to leaseholders' request to reimburse loss of earnings for repair and survey appointments. The landlord appropriately followed its compensation policy,…
202453000 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of a bedbug infestation at her property, as the landlord promptly treated and monitored the property, acted on expert…
202418213 Housing association
The complaint concerned the landlord's handling of kitchen repairs. The Ombudsman found the landlord failed to act on the resident's initial report and delayed arranging specialist works, causing avoidable delays and…
202421788 Housing association
The Ombudsman found the landlord's pre-let inspection was ineffective and there were unreasonable delays in completing repairs to the fence, gate and extractor fan, causing the resident inconvenience and distress.…
202450882 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports (including staff conduct and discrimination, and a delayed initial risk assessment) and in its complaint handling, ordering £100 compensation…
202210756 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident had issued ongoing court proceedings against the landlord concerning the same matters (a leak and associated repairs, and a pest…
202347837 Housing association
The landlord's handling of the resident's ASB reports was largely appropriate, but the Ombudsman found a service failure in its response to reports of foul smells from the neighbouring property, as it delayed visiting…
202422401 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak, damp and mould (taking around 13 months to fully resolve internal repairs, breaching its damp and mould policy, poor…
202428185 Housing association
The Ombudsman found maladministration in the landlord's handling of bathroom repairs, including delay in responding to and progressing the repairs and a failure to consider the impact on vulnerable household members or…
202424890 Housing association
The landlord left structural and damp remedial works in the resident's flat unfinished, failed to provide a promised action plan, and did not temporarily move the resident or act on her request for a permanent move,…
202320833 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's priority move to her current property. The landlord failed to tell the resident about the leak and major void works or give timescales,…
202316242 Housing association
The Ombudsman found service failure in the landlord's handling of reports about the standard of grounds maintenance and communal cleaning, as it failed to proactively monitor the frequency and quality of these services…
202322845 Housing association
The Ombudsman determined that the landlord's pre-investigation redress satisfactorily resolved the complaint about its handling of the resident's shower issues, bathroom refit and associated move to temporary…
202426103 Housing association
The Ombudsman found the landlord offered reasonable redress for both its response to the resident's reports of repairs needed to the Heat Interface Unit (HIU) and its handling of the associated complaint. The lease made…
202345146 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of water ingress from the roof causing mould, citing poor communication, delays and a failure to put things right within a…
202423790 Housing association
The Ombudsman found maladministration in the landlord's handling of a reported leak and subsequent damage, and a service failure in its complaints handling. It ordered the landlord to pay £600 compensation, provide a…
202400899 Housing association
The Ombudsman found maladministration in the landlord's handling of a resident's communication needs: it posted written information without applying reasonable adjustments despite an alert flag, and could not show how…
202421080 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports and in its handling of the repairs to the back door and adjacent skirting board, citing delays, lack of oversight…
202341736 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about a leak into his property, as it missed opportunities to press the managing agent to act sooner, kept insufficient records…
202222369 Housing association
The Ombudsman found the landlord's redress for boiler repair reports was reasonable, but there was service failure in its complaint handling, ordering an apology and up to £410 compensation.
202340083 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's front door, which took around 8 months to replace and was not treated as a fire safety issue; it ordered an apology and £350…
202341734 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to an underground leak and subsequent damp and mould, and severe maladministration in its handling of the associated complaint. The landlord…
202331887 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the communal bin store cleaning (where £200 compensation was offered), but maladministration in its handling of floor insulation and cold-water supply…
202226217 Housing association
The Ombudsman found service failure in the landlord's handling of heating/hot water, pest infestation, damp and mould, and complaint handling, reasonable redress for a management move request, and no maladministration…
202332876 Housing association
The Ombudsman found severe maladministration in the landlord's response to the resident's reports of water ingress and associated damp and mould, and maladministration in its complaint handling and record keeping. It…
202230042 Housing association
The Ombudsman found the landlord's compensation offer for delays diagnosing a communal leak was reasonable redress, but found service failure in its complaint handling due to missed response timescales, ordering an…
202311616 Housing association
The Ombudsman found service failure in the landlord's response to the resident's asbestos concerns and the asbestos sampling process, its handling of repairs, and its handling of the associated complaint. It found the…
202205388 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports due to a failure to log an ASB case and an 8-month delay in clarifying that parking was unallocated, causing the resident distress.…
202202483 Housing association
The Ombudsman found no maladministration in the landlord's response to a report of dangerous faulty wiring, as it acted promptly to make the property safe and offered reasonable redress. However, maladministration was…
202118354 Housing association
The Ombudsman found maladministration by Moat Homes Limited for its handling of a resident's reports of antisocial behaviour (noise nuisance and drug use) from an upstairs neighbour, and for its complaint handling. The…
202115124 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of noise nuisance from a neighbour. The landlord took reasonable and proportionate steps including inspections, offering…
202123201 Housing association
The Ombudsman found service failure in the landlord's handling of queries about cyclical works and a service charge dispute due to poor communication and delays, and severe maladministration in its complaint handling…
202208721 Housing association
Service failure found in wet room response (confusion, insufficient support), communal repairs (9-month delay, no updates), planning permission queries (poor records), and complaint handling (refusal to escalate).…
202127508 Housing association
The Ombudsman found service failure in the landlord's handling of a resident's reports of cannabis smell from a neighbouring property, due to sporadic communication, lack of a written action plan, and delayed police…
202120954 Housing association
The Ombudsman found maladministration by Moat Homes Limited for its handling of a resident's reports of damp and mould, including delays in obtaining a survey, completing a mould wash, and upgrading extractor fans, as…
202108392 Housing association
The Ombudsman found no maladministration by Moat Homes Limited regarding its handling of a heating upgrade and loft insulation, and its decision not to contribute to the resident's energy bills. The landlord…
202102664 Housing association
The Ombudsman found no maladministration in the landlord's handling of communications when the resident tried to sell his shared-ownership property; reasonable redress (including £1,000 compensation) for service…
202116728 Housing association
The Ombudsman found no maladministration by Moat Homes Limited. The landlord reasonably declined to take responsibility for a cosmetic mark on a bedroom wall reported nearly five months after the resident completed the…
202104430 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about the standard of cyclical communal decoration works, nor in its response to reports of paint damage to clothing and…
202015230 Housing association
The Ombudsman found reasonable redress by the landlord for its handling of floor and ceiling repairs and response to damage reports. The landlord acknowledged service failings, completed outstanding works, and offered…
202009700 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the dispute concerned whether a sales clause in the lease was unfair, which requires a binding decision from a court or tribunal.
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