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 62 published decisions.
Moat Homes Limited's maladministration rate (85%) is higher than the average for housing association (79%) across published Ombudsman determinations.
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…
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…
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, service failure, mediation settlement, severe maladministration, maladministration in the landlord’s handling of the landlord’s response to: The resident’s reports of ASB and…
202336014 Housing association
The Ombudsman found no maladministration, maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Roof leak. Complaint. Our decision (determination) We found:…
202514334 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of reports of ongoing issues with the communal drainage. This Service has also…
202335827 Local authority / ALMO / TMO
The Ombudsman found maladministration, severe maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of a roof leak at the block of flats the resident lives in. We have also assessed…
202345791 Local authority / ALMO / TMO
The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of the landlord’s handling of: flooding in the resident’s garden. the associated complaint. Our decision…
202441540 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of repairs and replacement works to the bedroom windows. We have also assessed the…
202344850 Housing association
The Ombudsman found service failure, no maladministration, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a pest infestation in her home.…
202335768 Housing association
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration, no maladministration in the landlord’s handling of the landlords: a. Offer of compensation for items disposed of due…
202402276 Local authority / ALMO / TMO
The Ombudsman found reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Repairs for the leak from the roof and the resulting damp and mould. The…
202410892
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of low water pressure. The Ombudsman has also considered the landlord’s complaint…
202330131
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of communal garden maintenance. We have also investigated the landlord’s complaint handling.. Total…
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
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a bedbug infestation at her property..
202418213
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of kitchen repairs.. Total compensation ordered: £800.
202421788
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of concerns regarding the condition of the property when let and its delivery of repairs.. Total compensation ordered: £6258.
202450882
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Handling of a request for a disabled parking bay. Handling of antisocial behaviour (ASB) reports including staff conduct and…
202210756
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: A leak at the resident’s property and the associated repairs. A pest issue..
202347837
The Ombudsman found service failure, no maladministration in the landlord’s handling of The resident’s complaint is about: The landlord’s handling of reports of anti-social behaviour (ASB). The landlord’s response to…
202422401
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak, damp and mould. The Ombudsman will also consider the landlord’s handling of the resident’s…
202428185
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of bathroom repairs.. Total compensation ordered: £400.
202424890
The Ombudsman found severe maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of structural defects, damp and mould in the property and the resident’s request for a permanent…
202320833
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of the resident's move to her current property.. Total compensation ordered: £400.
202316242
The Ombudsman found service failure, maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports about the standard of communal services, namely: Grounds…
202322845
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s complaints about shower issues, a bathroom refit, and associated move to temporary accommodation..
202426103
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s response to the resident’s reports of repairs required to the Heat Interface Unit (HIU) in the property. This investigation has also…
202345146
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s reports of water ingress in the property causing mould. The associated complaint..…
202400899
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about his communication needs..
202421080
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould and the associated repairs. The repairs to the back door and…
202341736
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns over a leak into his property. Handling of the associated complaint.. Total…
202222369
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to: The resident’s concerns about her boiler. The associated complaint..
202340083
The Ombudsman found maladministration, no maladministration in the landlord’s handling of The complaint is regarding the landlord’s handling of: Repairs to the resident’s front door. Reports of damp and mould. The…
202341734
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of: repairs to an underground leak and subsequent damp and mould in the resident’s property. the…
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
The Ombudsman found service failure, no maladministration, reasonable redress in the landlord’s handling of how the landlord handled: The resident’s reports of the heating and hot water system not working properly. The…
202332876
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord's response to the resident's: Reports of water ingress and associated damp and mould;…
202230042
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s report of a leak in the communal area. The Ombudsman has also considered…
202311616
The Ombudsman found service failure, reasonable redress in the landlord’s handling of The resident complains about: concerns of asbestos and the asbestos sampling process damp and mould delays undertaking repairs the…
202205388
The Ombudsman found mediation settlement, maladministration, service failure in the landlord’s handling of the landlord's handling of: The resident’s reports of antisocial behaviour (ASB) including the parking issue.…
202202483
The Ombudsman found service failure, reasonable redress, maladministration, no maladministration in the landlord’s handling of : The landlord’s response to the resident’s report of faulty wiring in the property at the…
202118354
The Ombudsman found maladministration in the landlord’s handling of the landlord handling of: The resident’s reports of abandoned cars in the communal car park. The resident’s reports of antisocial behaviour (ASB) from…
202115124
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident's reports of noise nuisance from his neighbour’s property..
202123201
The Ombudsman found service failure, severe maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s queries about cyclical works and a resulting service charge dispute; Response to a…
202208721
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of : The level of priority awarded by the local authority for rehousing. The landlord’s response to the resident’s…
202127508
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of the smell of cannabis from a neighbouring property. The…
202120954
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202120954 Moat Homes Limited 29 June 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is…
202108392
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s: Handling of a heating upgrade and loft insulation in the resident’s property. Decision not to contribute towards…
202102664
The Ombudsman found no maladministration, service failure, maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: communications with the resident when he attempted to sell…
202116728
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about the bedroom wall at the property..
202104430
The Ombudsman found no maladministration in the landlord’s handling of : The amount that the landlord charged the resident for cyclical painting and decoration to the communal areas of his building. The landlord’s…
202015230
The Ombudsman found service failure, maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of floor and ceiling repairs and response to reports of damage to the resident’s…
202009700
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to concerns the resident raised about a sales clause in their lease..
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