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 84 published decisions.
Newlon Housing Trust's maladministration rate (82%) is broadly in line with the average for housing association (79%) across published Ombudsman determinations.
202534476 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of heating and hot water issues and of leaks and damp and mould, and service failure in complaint handling. The landlord failed to complete…
202542337 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of flooding and repairs, due to unreasonable delays in inspecting the property and carrying out repairs, and failure to explain…
202344449 Housing association
The landlord provided reasonable redress in handling the resident's reports of noise transference delays, proactively seeking a permanent soundproofing solution despite no obligation to do so and offering £410…
202426546 Housing association
The Ombudsman found service failure in the landlord's response to reports of noise and vibrations within a shared ownership property, and service failure in its complaint handling. The landlord missed opportunities to…
202526199 Housing association
The Ombudsman found service failure in the landlord's handling of damp and mould, repairs, and temporary accommodation, and in its complaint handling. The landlord accepted significant failings including delayed damp…
202525203 Housing association
The Ombudsman found reasonable redress in the landlord's handling of damp and mould in the cellar, with the £325 offered compensation being proportionate. There was no maladministration in the handling of items left in…
202339569 Housing association
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a new kitchen installation. Our decision (determination) The complaint was resolved with our intervention. We have made…
202400640 Housing association
The Ombudsman found service failure, reasonable redress, maladministration, severe maladministration in the landlord’s handling of the landlord’s responses to the resident’s: Reports of subletting at a neighbouring…
202409972 Housing association
The Ombudsman found reasonable redress, service failure, severe maladministration, maladministration in the landlord’s handling of The landlord’s handling of reports of damp and mould. We have also considered the…
202309930 Housing association
Service failure in boiler repairs and maladministration in handling a recurring leak and remedial works. Complaint handling criticised but reasonable redress found. Landlord ordered to apologise, pay £500, and complete…
202338058 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of The landlord’s handling of reports of mice in the property. We have also considered the landlord’s complaint…
202324954
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: the resident’s reports of window repairs. the resident’s complaint.. Total compensation ordered:…
202328186
The Ombudsman found severe maladministration, service failure in the landlord’s handling of : the landlord's handling of the remedial work required to the cladding The Ombudsman has also considered the landlord’s:…
202331591
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of a leak into the resident’s property from a neighbouring property..
202336954
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damage to her possessions following a leak at her property. Reports of…
202401341
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of intermittent hot water. The Ombudsman has also investigated the landlord’s complaint handling..…
202441956
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s concerns about: Damp, mould, and internal repairs. External repairs…
202344680
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s request for information on how the service charges are calculated and apportioned. The…
202315804
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s response to the resident’s enquiries about fire safety. We have also investigated the landlord’s complaint handling..…
202401967
The Ombudsman found reasonable redress in the landlord’s handling of : The landlord’s handling of the resident’s request to move. The landlord’s handling of the resident’s complaint..
202425663
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also investigated the landlord’s…
202303556
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Concerns about the safety and security of the communal bin stores. Associated complaint..
202420617
The Ombudsman found mediation settlement, service failure, reasonable redress, maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of antisocial behaviour and noise…
202219557
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of:. Total compensation ordered: £200.
202231817
The Ombudsman found service failure, no maladministration, maladministration in the landlord’s handling of the landlord’s: Handling of repairs to the door entry system. Response to the resident’s request for…
202313523
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: Repairs to the resident’s radiators. The associated complaint..
202225139
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of lack of water, heating, and hot water. The Ombudsman has also investigated the landlord’s…
202311126
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s request for information about service charges, and regarding the progress of cladding work. The Ombudsman has…
202210017
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of: Antisocial behaviour (ASB). Outstanding communal repairs. Issues with the bin…
202502530 Housing association
The Ombudsman found reasonable redress in the landlord's handling of an external leak repair where the freeholder was responsible, and no maladministration in its complaint handling. The landlord had awarded £500…
202224478
The Ombudsman found maladministration, service failure, no maladministration, reasonable redress in the landlord’s handling of the landlord’s response to reports of damage to flooring. The Ombudsman has also considered…
202309695
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s queries about an increase in rent and service charges.. Total compensation ordered: £150.
202301134
The Ombudsman found service failure, maladministration in the landlord’s handling of : The landlord’s handling of the reports of emergency repairs due to lack of heating and hot water at the property. The landlord’s…
202229430
The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s response to his request for a dedicated disabled parking bay.. Total compensation ordered: £350.
202322386
The Ombudsman found severe maladministration, maladministration, reasonable redress, no maladministration in the landlord’s handling of the resident’s reports of: Repairs required to the property following a fire.…
202302204
The Ombudsman found maladministration, service failure in the landlord’s handling of The resident’s complaint is about: The landlord’s handling of a breakdown of the hot water system and the associated offer of…
202216938
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak and the resulting remedial works required to their home.. Total compensation ordered: £850.
202119350
The Ombudsman found maladministration in the landlord’s handling of the resident’s report that the landlord failed to comply with the court injunction issued in May 2022..
202212689
The Ombudsman found mediation settlement in the landlord’s handling of the landlord's handling of the resident's reports regarding the condition of the windows..
202126082
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of repairs to the resident’s property (damaged ceilings causing exposure to asbestos, rotten window frames, damp and mould,…
202117358
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the residents’ reports about personal items being left in communal areas of the building..
202210777
The Ombudsman found severe maladministration, no maladministration, maladministration, reasonable redress in the landlord’s handling of the landlord’s: Response to the resident’s reports of damp and mould Response to…
202107310
The Ombudsman found maladministration, mediation settlement, no maladministration, service failure in the landlord’s handling of : The landlord’s response to the resident’s request for an EWS1 form. The landlord’s…
202125596
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s response to the resident’s repairs reports..
202126212
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of: Repairs to flooring in the property. Repairs to the guttering, downpipe, vent and vent grille..
202116050
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s handling of repairs to the resident’s floorboards..
202125837
The Ombudsman found no maladministration in the landlord’s handling of the landlord's handling of the resident's concerns about who is responsible for the cost of making the boiler flue compliant with gas safety…
202215690
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s request for a bannister to be installed on her staircase, and the subsequent offer of compensation for this.…
202013332
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of water ingress through their ceiling; Complaint handling. The Ombudsman has also…
202205679
The Ombudsman found maladministration in the landlord’s handling of the accuracy of the landlord’s advertisement for the property that the resident bid on and subsequently moved into..
202113337
The Ombudsman found reasonable redress, service failure in the landlord’s handling of This complaint is about the landlord’s handling of the prospective sale of the resident’s property. This complaint is also about the…
202123300
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s report of pests in her home..
202014809
The Ombudsman found reasonable redress, service failure in the landlord’s handling of REPORT COMPLAINT 202014809 Newlon Housing Trust 29 July 2022 Our approach The Housing Ombudsman’s approach to investigating and…
202008945
The Ombudsman found reasonable redress, service failure, no maladministration in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s concerns about: a subject access request the…
202003308
The Ombudsman found maladministration, no maladministration in the landlord’s handling of : The landlord’s handling of repairs to the resident’s property. The landlord’s handling of the resident’s reports of inadequate…
202125203
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports about a leak in the property.. Total compensation ordered: £300.
202006502
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s reports about: a boiler leak at his property; redecoration works at his property; repair…
202123057
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a damaged fence.. Total compensation ordered: £300.
202103451
The Ombudsman found reasonable redress, severe maladministration, maladministration, service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of repairs to the property.…
202007792
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s: response to the resident’s reports of overheating in the property. handling of repairs to the…
202002899
The Ombudsman found service failure, reasonable redress in the landlord’s handling of : The landlords handling of the resident’s reports of outstanding repairs. The landlords handling of the resident’s reports of high…
202011349
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s report of noise nuisance from construction work.. Total compensation ordered: £100.
202113136
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s request for a replacement of her windows..
202110290
The Ombudsman found service failure in the landlord’s handling of The complaint refers to: The landlord’s response to the resident’s reports of a leak at the property. The landlord’s handling of the associated…
202000770
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of noise disturbance from the property above. The landlord’s complaints handling.. Total…
202016860
The Ombudsman found service failure, no maladministration in the landlord’s handling of The resident complains about: The landlord’s handling of repair works to the property, standard of the service provided in relation…
202102602
The Ombudsman found maladministration in the landlord’s handling of the level of rent the resident is being charged..
202100887
The Ombudsman found no maladministration, maladministration, reasonable redress in the landlord’s handling of the landlord’s: Response to the resident’s request for an EWS1 form and works start dates. Response to the…
201900081
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s request for: A kitchen and bathroom refurbishment; and Repairs required to her bathroom. The…
202108218
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord's response to the resident’s request to amend the terms of their tenancy concerning succession rights..
202009177
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s decision to decant (move) the resident from her current property to an alternative property owned by the landlord..
202104409
The Ombudsman found reasonable redress in the landlord’s handling of the landlord failing to make explicit that the property did not come with allocated parking..
202001445
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; the related complaint..
202004296
The Ombudsman found mediation settlement in the landlord’s handling of The landlord’s handling of a reoccurring leak from the flat above the resident’s property..
202012890
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord’s response to residents’ reports about: Repairs to the kitchen at the property including cupboards, mixer tap and…
202009747
The Ombudsman found reasonable redress in the landlord’s handling of The complaint concerns the landlord’s response to the resident’s request for repairs to the fitted wardrobe in the property..
202002118
The Ombudsman found no maladministration in the landlord’s handling of The complaint concerns the level of compensation offered by the landlord, in response to the resident’s reports of an odour from nearby communal…
202009618
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint concerns: the landlord’s handling of the resident’s reports of excessive heat and cold in the property. the…
202012759
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak in her property, and the subsequent damp, mould, and damage to her personal belongings..
201910275
The Ombudsman found service failure in the landlord’s handling of the landlord’s: response to the resident’s concerns regarding the parking at the property, response to the resident’s reports of antisocial behaviour…
201900742
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of:. Total compensation ordered: £300.
202009745
The Ombudsman found service failure in the landlord’s handling of : the landlord not communicating the outcome of a survey at the property to the resident and its handling of repairs, remedial works and communal issues.…
201912566
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to Government guidance on cladding in relation to the building the resident owns a property in. Response to the resident’s…
202001604
The Ombudsman found service failure in the landlord’s handling of the landlord’s decision not to reimburse the resident for water costs she says she incurred as a result of its delaying in repairing the toilet water…
Landlord Monitor feature
Landlord Monitor tracks your organisation's record, benchmarks you against peers and sends early-warning alerts the moment a new determination is published.