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 44 published decisions.
Network Homes Limited's maladministration rate (45%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202202443 Housing association
The Ombudsman found maladministration by Network Homes Limited for its response to a resident's fire safety concerns about her flat door. The landlord unreasonably delayed fitting a self-closing device after identifying…
202113831 Housing association
The landlord was found to have maladministration for its handling of the resident's reports of noise nuisance (dog barking from a neighbour) and for its complaint handling. The landlord delayed taking reasonable steps…
202117506 Housing association
The Ombudsman found no maladministration by Network Homes Limited regarding its response to the resident's reports about outstanding cyclical external decorative works, as the tenancy obligation was a guideline and the…
202206710 Housing association
The Ombudsman found maladministration for the landlord's poor communication and failure to update the resident after saying it would seek an injunction to address leaks from the flat above. The landlord changed its…
202114258 Housing association
The Ombudsman found no maladministration in the landlord's handling of a resident's report of damage to fixtures and fittings during a decant for fireproofing works, as a schedule of condition showed the damage was…
202202343 Housing association
The landlord's handling of the resident's reported squeaking floorboards was poor: it gave incorrect advice causing unnecessary costs, failed to set realistic expectations, and delayed its decision. However, it…
202120408 Housing association
The Ombudsman found maladministration for the landlord's poor record-keeping and handling of the resident's parking bay allocation, which caused distress over a prolonged period. Service failure was found for the…
202206378 Housing association
The landlord failed to provide correct contractor contact details, causing a delay in emergency attendance for a leak. It subsequently repaired the damage, replaced carpets, and offered £300 compensation. The Ombudsman…
202100811 Housing association
The landlord was found to have maladministration for its handling of a leak into the resident's ground-floor shared ownership property from upstairs. Despite accepting responsibility in May 2020, the landlord…
202112541 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to replace a communal garden fence with a wall. The landlord had no obligation to carry out the improvement, responded…
202125240 Housing association
The landlord was found to have maladministration for failing to inspect the resident's garden after she raised health and safety concerns for her children, failing to conduct a risk assessment or liaise with other…
202127020 Housing association
The Ombudsman found service failure by Network Homes Limited for failing to provide reasonable updates to the resident about delays to the repair of a communal intercom camera in a sheltered housing block. The landlord…
202005315 Housing association
The Ombudsman found reasonable redress for the landlord's handling of roof leak repairs (the landlord offered £354 compensation and an apology, which was proportionate). However, maladministration was found for delays…
202101388 Housing association
The Ombudsman found maladministration by Network Homes Limited for its handling of a leak repair. The landlord misdiagnosed the source of the leak, blamed the resident despite contrary evidence, and was unnecessarily…
202119908 Housing association
The landlord missed a scheduled appointment due to contractor sickness without notifying the resident in advance. It apologised, rescheduled the works promptly, and offered £10 compensation in line with its policy. The…
202103084 Housing association
The Ombudsman found service failure in the landlord's handling of damp reports and drainage repairs. The landlord delayed resolving damp issues, failed to keep the resident updated, and did not act promptly on drainage…
202106729 Housing association
The Ombudsman found no maladministration by Network Homes Limited regarding the resident's fence replacement request (delayed due to Covid-19) and the missed window replacement in 2017 (the landlord apologised and added…
202113931 Housing association
The Ombudsman found maladministration in the landlord's handling of window and door repairs, with a 69-week delay from the window being reported to resolution and the front door left insecure. The landlord was ordered…
202114444 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress (£580 compensation, apology, and pump replacement) for its delayed response to the resident's low water pressure and noisy booster pump issues,…
202103435 Housing association
The landlord offered £250 compensation for its handling of the resident's concerns about dipping laminate flooring in a new-build shared ownership property. The Ombudsman found this offer resolved the complaint…
202112603 Housing association
The Ombudsman found maladministration by Network Homes Limited in its handling of repair reports after the resident moved into her property via a mutual exchange. The landlord delayed gas and electrical safety checks, a…
202103037 Housing association
The Ombudsman found maladministration in the landlord's handling of a dual allocation of a car parking space, due to failures to proactively update the resident, provide interim solutions, and streamline allocations…
202116494 Housing association
The Ombudsman found no maladministration by Network Homes Limited in declining the resident's request for a parking bay. The landlord correctly explained it did not own the freehold and had no authority to change…
202102613 Housing association
The Ombudsman found service failure by Network Homes Limited for not properly addressing the resident's concerns about specific credits and debits on his service charge account, ordering £50 compensation. The landlord's…
202203034 Housing association
The Ombudsman determined the complaint was outside its jurisdiction under paragraph 42(e) of the Scheme, as it concerns the level of rent and service charge, which falls within the remit of the First-Tier Tribunal…
202013273 Housing association
The landlord was found to have maladministration for its poor management of and communication about cyclical works and associated repairs, and service failure for its complaint handling. The landlord delayed responses,…
202116992 Housing association
The resident complained about the level of compensation offered by the landlord for its handling of repairs to leaks, mould, a sink blockage, and a boiler. After the Ombudsman's intervention, the landlord increased its…
202010498 Housing association
The Ombudsman found service failure by Network Homes Limited in handling reports of repairs to the communal hallway from December 2019. The landlord acknowledged delays and offered compensation, but its communication…
202115065 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress (compensation of £150 and waiving the subletting admin fee) for its failures in communication and record-keeping regarding the resident's…
202106191 Housing association
The Ombudsman found that the landlord made reasonable redress after a back surge of communal sewage into a leaseholder's property. Although the landlord missed an opportunity for a thorough investigation on 12 January…
202104214 Housing association
The Ombudsman found reasonable redress where the landlord acknowledged significant delays, misleading information about possession proceedings, and poor communication regarding noise nuisance reports. The landlord took…
201915458 Housing association
The Ombudsman determined that the complaint about whether the resident has sole use of the garden is outside its jurisdiction, as the same issue was previously brought to and decided upon by the Ombudsman in 2015, and…
202001328 Housing association
The Ombudsman found service failure by Network Homes Limited regarding repairs to security gates and doors (delayed, causing distress and exacerbating ASB), its handling of anti-social behaviour (insufficient…
202013531 Housing association
The Ombudsman found no maladministration by Network Homes in its handling of parking bay allocations, as the resident's bay was not double-allocated and the issue was caused by another resident's actions. However, the…
202016051 Housing association
The Ombudsman found no maladministration by Network Homes Limited in its handling of a resident's reports of mice in her walls. The landlord responded promptly, arranged pest services, carried out proofing work, and…
202003089 Housing association
The Ombudsman determined that both complaints were outside its jurisdiction: the garden division occurred before the resident's tenancy started, and the dispute about the meaning of tenancy terms regarding the garden is…
202000884 Housing association
The Ombudsman found no maladministration in the landlord's handling of a leaseholder's concerns about unauthorised parking, noise and drug use in the car park. The landlord followed its parking policy, employed a warden…
201816050 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's transfer application and reports of overcrowding. The landlord followed its allocations policy, awarded appropriate priority banding,…
202004188 Housing association
The landlord was found to have service failure for delays in repairing the resident's windows between August and October/November 2019, and for poor communication. The landlord was ordered to pay £200 compensation in…
202007379 Housing association
The Ombudsman found no maladministration by Network Homes Limited in its handling of a resident's reports of noise from neighbouring properties. The landlord took reasonable steps to investigate, including contacting…
202001202 Housing association
The Ombudsman found that the landlord acted reasonably in its initial handling of the resident's ASB reports, following its policy by gathering evidence, contacting the neighbour, conducting noise tests, and offering…
201900298 Housing association
The Ombudsman determined that the complaint was outside its jurisdiction because the resident had raised the same matters in a counter claim as part of ongoing legal proceedings (possession claim), which falls under…
201812288 Housing association
The Ombudsman found service failure because the landlord did not provide or consider alternative heating during repeated heating and hot water outages between October 2017 and August 2019. However, the landlord's offer…
201916173 Housing association
The Ombudsman found no maladministration by Network Homes Limited regarding its response to reports about a broken bin storeroom shutter, rats in the building, antisocial behaviour from neighbours, and its complaints…
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