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 (65%) is broadly in line with the average for housing association (64%) 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 complaint, about the landlord's handling of a new kitchen installation (including the kitchen design and damage to the resident's oven door), was resolved with the Ombudsman's intervention. Following intervention…
202400640 Housing association
The Ombudsman found service failure in the landlord's responses to reports of subletting and to a neighbour's video doorbell (delays, poor communication and record keeping, and a lack of proactive action), reasonable…
202409972 Housing association
The Ombudsman found reasonable redress in the landlord's handling of reports of damp and mould (it apologised, completed the works and offered £450 compensation) but service failure in its complaint handling, ordering a…
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
There was maladministration in the landlord's handling of reports of mice in the property: it repeatedly used the same ineffective pest control and repairs over a long period, showed no effective ownership of the…
202324954 Housing association
The landlord was found to have severely maladministered its handling of the resident's window repair reports, with repeated delays, poor communication, failure to apply its compensation policy, and no lasting repair…
202328186 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the remedial cladding works (delays of over 3 years, work still incomplete, and a lack of effective project management, contractor oversight and…
202331591 Housing association
The complaint concerned the landlord's handling of a leak into the resident's property from a neighbouring flat. The Ombudsman found the landlord took appropriate steps to stop the leak and inspect the damage, but the…
202336954 Housing association
The Ombudsman found service failure in the landlord's handling of reports of damage to the resident's possessions after a leak, and maladministration in its handling of reports of unsuitable temporary accommodation and…
202401341 Housing association
The landlord failed to properly handle the resident's reports of intermittent hot water, demonstrating poor communication and a lack of transparency over a 16-month period and not complying with its repairs policy. Its…
202441956 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about damp, mould and internal repairs, and about external repairs and tree maintenance; no maladministration in its handling…
202344680 Housing association
The Ombudsman found maladministration in the landlord's handling of the leaseholder's request for information on how service charges are calculated and apportioned, due to significant delays (information that should…
202315804 Housing association
The Ombudsman found the landlord offered reasonable redress for its response to the resident's fire safety enquiries (recommending it pay the £325 already offered, which recognised genuine service failure), but there…
202401967 Housing association
The Ombudsman found reasonable redress in the landlord's handling of both the resident's request to move (a rehousing transfer on medical grounds) and its handling of the complaint. It assessed the transfer application…
202425663 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's antisocial behaviour reports (missed signposting to support agencies, delay in completing a risk assessment, a gap in updating the…
202303556 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about the safety and security of the communal bin stores, as its approach was reactive and it repeated unsuccessful repairs over…
202420617 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of antisocial behaviour and noise nuisance, as it failed to take further reasonable action once the noise continued to be…
202219557 Housing association
The Ombudsman did not investigate the heating repairs complaint as court proceedings had been issued. It found the landlord offered reasonable redress (£150) for its handling of communal lift repairs, where delays were…
202231817 Housing association
The Ombudsman found service failure in the landlord's handling of door entry system repairs due to poor record keeping and unclear communication about a service charge refund, no maladministration in refusing to…
202313523 Housing association
The landlord failed to manage repairs to the resident's radiators, leaving them without fully functioning heating for over two years, including a further winter, and it failed on multiple occasions to log the resident's…
202225139 Housing association
The Ombudsman found maladministration in the landlord's handling of prolonged reports of no water, heating and hot water lasting around 13 months, including failure to act on a surveyor's recommendation and to consider…
202311126 Housing association
The Ombudsman found maladministration in the landlord's response to a leaseholder's requests for information about service charges and the progress of cladding work, and maladministration in its complaint handling. The…
202210017 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports (failure to use CCTV or liaise with agencies), maladministration in handling of outstanding communal repairs (over a year of delays to fix…
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 Housing association
The Ombudsman found no maladministration in the landlord's handling of flooring damage reports, as it reasonably maintained the resident's liability for her own laminate flooring, and found reasonable redress for its…
202309695 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's queries about a rent and service charge increase. One of the resident's original questions (about the rent cap) was never answered,…
202301134 Housing association
The Ombudsman found service failure in the landlord's handling of reports of no heating and hot water (it did not effectively communicate the decision to replace the boiler, and could not provide full repair and gas…
202229430 Housing association
The Ombudsman found maladministration in the landlord's handling of a disabled resident's request for an allocated parking bay, citing inaccurate information given about contractor parking and delays addressing an…
202322386 Housing association
The complaint concerned repairs needed after a fire, the landlord's handling of antisocial behaviour (ASB), and its complaint handling. The Ombudsman found the landlord's stage 2 offer of £350 was reasonable redress for…
202302204 Housing association
The Ombudsman found maladministration in the landlord's handling of a breakdown of the resident's hot water, which left a vulnerable resident without hot water for around 10 weeks after the wrong contractor was…
202216938 Housing association
The Ombudsman found maladministration in the landlord's handling of a resident's reports of a leak and the resulting remedial works. The landlord's response was disorganised and chaotic, with poor communication, missed…
202119350 Housing association
The Ombudsman determined the complaint about the landlord's compliance with a court injunction was outside its jurisdiction, as this is a legal matter for the courts to decide.
202212689 Housing association
The landlord agreed to fit secondary glazing sliding windows to the resident's flat following Ombudsman intervention, resolving the complaint about the condition of the windows and associated heat loss and noise issues.…
202126082 Housing association
The Ombudsman determined that the complaint was outside its jurisdiction: the repair issues (asbestos, windows, damp, blockages, pump, wiring) had not been through the landlord's full complaints procedure, and the…
202117358 Housing association
The Ombudsman found that the landlord was slow to act on the resident's reports about personal items blocking communal corridors and fire exits, but that the landlord ultimately recognised its failings, improved its…
202210777 Housing association
The landlord was found to have severe maladministration for taking almost a year to investigate and identify the cause of damp and mould at the resident's property, causing distress to the resident and her four young…
202107310 Housing association
The Ombudsman found no maladministration in the landlord's initial refusal to issue an EWS1 form (in line with then-current guidance), but found maladministration in the landlord's poor communication with the resident…
202125596 Housing association
The Ombudsman found that the landlord offered reasonable redress for delays in completing repairs to the resident's back door, windows, locks and handrail. The landlord acknowledged the delays, offered £45 in vouchers,…
202126212 Housing association
The Ombudsman found maladministration in the landlord's handling of two sets of repairs: flooring repairs (which took 44 weeks beyond target) and repairs to guttering, downpipe, vent and vent grille (which involved…
202116050 Housing association
The landlord acknowledged significant failings in its handling of repairs to the resident's noisy floorboards, including multiple missed appointments, poor communication, delays, and poor workmanship. It offered £800…
202125837 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's concerns about who should pay to make the boiler flue compliant with gas safety regulations. The lease, legislation and…
202215690 Housing association
The landlord was found to have service failure for its handling of a resident's request for a bannister installation, including a seven-month delay, poor communication, and failure to carry out a vulnerability…
202013332 Housing association
The landlord was found to have maladministration for its response to a resident's reports of a leak to their ceiling, which took 22 months to resolve, and for its complaint handling due to significant delays. Service…
202205679 Housing association
The Housing Ombudsman determined that the complaint about an inaccurate property advertisement (a rooftop garden that did not exist) falls outside its jurisdiction because it concerns the local authority's choice-based…
202113337 Housing association
The Ombudsman found service failure by Newlon Housing Trust for a two-month delay in providing the resident with a copy of the EWS1 form when she was trying to sell her shared ownership property, and for failing to…
202123300 Housing association
The Ombudsman found no maladministration by Newlon Housing Trust in its handling of a resident's report of a rat in her home. The landlord's initial response was in line with its pest policy, and it later used its…
202014809 Housing association
The Ombudsman found service failure in the landlord's handling of fire and electrical safety concerns, as it failed to evidence reasonable steps to address the resident's reports. However, the landlord offered…
202008945 Housing association
The Ombudsman found reasonable redress regarding the landlord's handling of concerns about contractor staff conduct (the landlord acknowledged errors, apologised, offered compensation and changed procedures), and no…
202003308 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (unreasonable delays to radiator replacement and boiler repair, poor communication, lack of records) and in its handling of reports of…
202125203 Housing association
The landlord was found to have a service failure in its handling of a resident's reports about a leak. It delayed investigating the source, provided poor communication, and acknowledged its responses were 'non-existent…
202006502 Housing association
The Ombudsman found reasonable redress for service failures regarding redecoration works, door repairs, and complaints handling. The landlord's delays were largely due to COVID-19 restrictions, and its offers of…
202123057 Housing association
The Ombudsman found reasonable redress: the landlord delayed eight months to repair a damaged garden fence and communicated poorly, but it repaired the fence as a goodwill gesture and offered £300 compensation, which…
202103451 Housing association
The landlord was found to have maladministration for its handling of repairs to the resident's property, including delays of several months in addressing a leak and raw sewage overflow, poor communication, and a delayed…
202007792 Housing association
The Ombudsman found no maladministration by the landlord regarding overheating, drainage/flooring repairs, and noise from the energy centre, as these were primarily the responsibility of the freeholder/developer (BRAM)…
202002899 Housing association
The Ombudsman found reasonable redress in all three complaint heads. The landlord acknowledged delays in progressing damp repairs, communication failures, and complaint handling shortcomings, offering a total of £250…
202011349 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of the resident's complaint about noise nuisance from construction work in a commercial property below her flat. The landlord was not…
202113136 Housing association
The landlord delayed completing window repairs, missed an appointment, and failed to address the resident's complaint at stage one. It offered £195 compensation and agreed to replace the main room windows. The Ombudsman…
202110290 Housing association
The Ombudsman found that the landlord's offer of £100 compensation for delays and poor communication in responding to a reported external water leak constituted reasonable redress. However, there was service failure in…
202000770 Housing association
The Ombudsman found maladministration in the landlord's handling of a shared-ownership leaseholder's reports of noise disturbance from altered flooring in the property above, as it failed to conduct an adequate…
202016860 Housing association
The Ombudsman found service failure in the landlord's handling of repair works (delays over two years, failed appointments, poor communication) and in its complaint handling (11-month delay in logging a formal…
202102602 Housing association
The Ombudsman determined that the complaint about the level of rent being charged was outside its jurisdiction because the matter had already been considered by the First Tier Tribunal.
202100887 Housing association
No maladministration for EWS1 form and works dates response. Maladministration for failing to warn resident about AN14 impact on mortgages before she incurred sale costs. Reasonable redress for complaint handling…
201900081 Housing association
The Ombudsman found maladministration in the landlord's handling of a resident's requests for kitchen and bathroom refurbishment and repairs, due to poor communication, failure to share inspection findings, and…
202108218 Housing association
The Ombudsman determined that the complaint about the landlord's refusal to amend succession rights in the tenancy agreement was outside its jurisdiction, as it cannot order a landlord to change tenancy terms or assess…
202009177 Housing association
The Ombudsman found no maladministration by Newlon Housing Trust in its decision to decant the resident from her property as part of a disposal programme. The landlord followed its decant policy, communicated the…
202104409 Housing association
The Ombudsman found reasonable redress by the landlord regarding its failure to make clear that the property did not come with allocated parking. The landlord apologised, offered £100 compensation for its service…
202001445 Housing association
The Ombudsman found service failure by Newlon Housing Trust for not investigating the resident's reports of harassment, racial abuse and property damage from June 2020, and for delaying unreasonably in handling the…
202004296 Housing association
The landlord admitted delays of 10 months for mould repairs and 13 months for a leak repair, and acknowledged complaint handling delays. Through Ombudsman mediation, the landlord agreed to complete outstanding works and…
202012890 Housing association
The Ombudsman found reasonable redress for the landlord's delayed kitchen repairs and complaint handling, as the landlord offered £300 compensation and an apology. No maladministration was found regarding the electric…
202009747 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of a resident's request for repairs to a fitted wardrobe. The landlord correctly identified the wardrobe was the resident's…
202002118 Housing association
The Ombudsman found no maladministration by Newlon Housing Trust. The landlord responded promptly to the resident's reports of an odour from communal bins, took reasonable steps to raise the issue with the responsible…
202009618 Housing association
The Ombudsman found service failure by Newlon Housing Trust in its handling of the resident's reports of excessive heat and cold, as it relied on outdated findings and failed to investigate properly. Service failure was…
202012759 Housing association
The Ombudsman found that the landlord delayed in making good the resident's property after a leak, and its communication was poor. However, the landlord acknowledged its failings, apologised, and offered £1,227 in…
201910275 Housing association
The Ombudsman found service failure by Newlon Housing Trust for its handling of parking concerns (inconsistent refund information) and for significant delays in complaint handling. The landlord was ordered to refund the…
201900742 Housing association
The landlord offered reasonable redress for its handling of a fence repair, which was delayed by poor communication and unnecessary pauses, but there was service failure in its complaint handling due to significant…
202009745 Housing association
The Ombudsman found service failure by Newlon Housing Trust for not communicating the outcome of a survey for nine months, poor handling of repairs and communal issues, and delayed/inadequate complaint handling. The…
201912566 Housing association
Service failure for poor communication about cladding guidance impact on sales; service failure for not refunding leasehold pack; maladministration for complaint handling delays and lack of virtual hearing access.…
202001604 Housing association
The Ombudsman found service failure by Newlon Housing Trust for paying water cost reimbursement into the resident's rent account rather than directly to her, contrary to its own policy, and for not adequately addressing…
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