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 509 published decisions.
Notting Hill Genesis's maladministration rate (68%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202439478 Housing association
Severe maladministration was found in the landlord's handling of persistent leaks, damp and mould in the bathroom, where it failed to investigate underlying causes, carry out effective repairs, or consider household…
202413929 Housing association
Service failure found in the landlord's response to the resident's concerns about a DNVA flag on her account, as it failed to explain why it previously told her the flag would be removed and did not offer compensation.…
202414144 Housing association
The Ombudsman found reasonable redress on all three complaint heads: the landlord's handling of the resident's request for information about rent and service charges, its response to concerns about communal cleaning and…
202434608 Housing association
Severe maladministration was found in the landlord's response to the resident's reports of no heating or hot water. The gas was capped in July 2024 following failed safety inspections, and the resident was left without…
202410466 Housing association
The landlord offered reasonable redress in its handling of the resident's transfer application, having acknowledged it failed to process two applications, backdated the application with the council and offered £400…
202531549 Housing association
The landlord significantly delayed resolving damp and mould following a leak, failed to respond to the resident's concerns about repairs being closed without completion, and failed to triage a further damp and mould…
202441945 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's queries about pest control costs in the 2021-2022 service charge statement, and maladministration in how it handled the complaint. The…
202539785 Housing association
The Ombudsman found no maladministration in the landlord's handling of damp and mould, the resident's transfer request, and the complaint handling. It found reasonable redress in the landlord's handling of pest control…
202402588 Housing association
The complaint about fire safety requirements and related service charge costs was outside the Ombudsman's jurisdiction. There was maladministration in the landlord's handling of the resident's queries about fire safety…
202329362 Housing association
Service failure was found in how the landlord handled the resident's concerns about scaffolding security following a burglary, as it did not conduct a thorough investigation. Service failure was also found in the…
202408474 Housing association
There was maladministration in the landlord's handling of the resident's service charge queries and request for actual service charge costs. The landlord delayed responses, failed to address specific concerns about…
202500630 Housing association
The Ombudsman found reasonable redress in both the landlord's handling of reports of a roof leak and its complaint handling. The landlord acknowledged its failings, apologised, and offered £600 compensation which the…
202450359 Housing association
The Ombudsman did not investigate the resident's reports of repairs, damp and mould because these were subject to ongoing court legal proceedings. It found service failure in the landlord's handling of communal cleaning…
202525087 Housing association
The Ombudsman found reasonable redress in the landlord's handling of heating and hot water repairs (significant delays but acknowledged and compensated), maladministration in its handling of door repairs and associated…
202526586 Housing association
There was maladministration in the landlord's response to the resident's concerns about its handling of his complaints. The landlord failed to follow its complaints policy on acknowledgements and extensions, provided…
202420914 Housing association
The landlord failed to adequately oversee its contractor during external cyclical redecoration works, resulting in the communal front garden being paved beyond the intended scope and the resident's flower bed being…
202432279 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's transfer request, reasonable redress for its handling of damp and mould repairs, and service failure in its complaint handling. It…
202519472 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of a pest infestation and associated repairs, in its handling of window repairs, and in its complaint handling. It found no maladministration…
202538183 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of window repairs, because although it awarded compensation for the 3-year delay, it failed to explain how the compensation was…
202401032 Housing association
The landlord made reasonable offers of redress for its communication failures regarding staff communication and surveyor conduct, which the Ombudsman found resolved those errors. There was no maladministration in the…
202418562 Housing association
The Ombudsman found maladministration in the landlord's handling of boiler repairs, where it failed to communicate effectively, assess the resident's needs or consider the impact of losing bathing facilities for 48…
202517561 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould reports (relying on cosmetic treatments without investigating the cause over ~5 months) and in its handling of ASB reports (failing to…
202331349 Housing association
The landlord was found to have service failure in its response to a pigeon infestation and communal cleaning issues, including an unexplained delay in carrying out promised cleaning and failure to address health risk…
202449626 Housing association
Maladministration in the landlord's administration of service charges for 55 leaseholders, including missed estimate items, delayed actual costs, poor invoice management, and failure to follow through on commitments.…
202346956 Housing association
The Ombudsman found reasonable redress in respect of the landlord's handling of reports about email correspondence, requests for service charge information, and the associated complaint. The landlord acknowledged its…
202411943 Housing association
There was maladministration by the landlord in its handling of reports of poor communication, as it acknowledged delays and failings in responding to the resident's emails but offered the £335 compensation only after…
202416680 Housing association
Severe maladministration in rent account handling; maladministration in succession application, damp and mould, and complaint handling. Landlord ordered to apologise, pay £2,950 compensation, arrange an inspection, and…
202518230 Housing association
The Ombudsman found reasonable redress for the landlord's handling of bathroom repairs and the associated complaint, maladministration for its handling of damp and mould in the kitchen (which took over 8 months to…
202347833 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's letterbox upgrade due to poor communication, lack of oversight of its contractor, and accessing the letterbox via a master key without…
202321386 Housing association
The Ombudsman found maladministration in the landlord's decision not to pay the resident compensation for inconvenience caused by cladding repair works, as it failed to justify treating her differently from other…
202527809 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks, heating issues, pests, and the complaint itself, and service failure regarding concerns about a letterbox and door…
202331584 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for garden repairs due to fox activity, service failure in its administration of the service charge account, and reasonable…
202539929 Housing association
The Ombudsman found service failure in the landlord's handling of reports of a lack of heating and hot water, poor kitchen lighting and skylight request, uneven paving, and complaint handling, and maladministration in…
202534680 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's concerns about the withdrawal of a housing offer, as the landlord acted in line with policy, apologised for a short communication…
202429825 Housing association
There was maladministration in the landlord's handling of the resident's reports of noise-related ASB, as it failed to follow its ASB policy (no risk assessments, action plan, or clear communication) over a year. The…
202405646 Housing association
The Ombudsman found the level of rent and service charge increase was outside its jurisdiction. It found maladministration in the landlord's failure to respond to the resident's service charge query for over 5 months,…
202341104 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a leaking tap repair, where the landlord apologised, offered £150 compensation and identified learning. It found service failure in the landlord's…
202342834 Housing association
The Ombudsman found maladministration in the landlord's handling of a heating repair, which remained outstanding for over two years and was not progressed in line with its repair timescales, with record-keeping and…
202412624 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about frequent water supply disruptions, as it failed to manage expectations about ongoing works or consider tailored support for…
202345197 Housing association
No maladministration was found in the landlord's actions and communications regarding the resident's service charge arrears, as the landlord gave reasonable warnings and opportunities before taking recovery action. The…
202518397 Housing association
The Ombudsman found reasonable redress in the landlord's response to concerns about the suitability and condition of the home, and in its complaint handling. The landlord failed to act on agreed actions, gave unclear…
202416145 Housing association
The Ombudsman found the noise nuisance complaint outside jurisdiction (it concerned a different landlord), service failure in how the landlord handled the resident's service charge queries, and reasonable redress in the…
202405984 Housing association
The Ombudsman found maladministration in the landlord's handling of a window repair, concerns about staff conduct, a cockroach infestation, and its complaint handling, plus service failure in its handling of the…
202331347 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's Japanese knotweed concerns, as the compensation package offered at stage 2 was proportionate. However, it found maladministration in…
202408162 Housing association
The Ombudsman found no maladministration in the landlord's handling of damp and mould reports, but found maladministration in its handling of pest infestation reports, building security concerns, and the resident's…
202405383 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of inadequate heating, primarily due to a 10-month delay in communicating heat loss survey findings which caused confusion and…
202516715 Housing association
The Ombudsman found service failure in the landlord's handling of a leak and subsequent damp and mould, and in its complaint handling. The landlord unreasonably delayed addressing damp and mould concerns and…
202520236 Housing association
The Ombudsman found maladministration in the landlord's handling of bathroom repairs and reports of damp and defective plaster, service failure in its handling of electrical safety concerns and a request for a breakdown…
202534880 Housing association
The landlord provided reasonable redress for its handling of the resident's reports of fungal growth, having awarded £250 compensation for delays and communication failures, though the remedy was significantly outside…
202511140 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's request for tree maintenance and in its complaint handling. The landlord delayed responding, failed to update the resident, took 3…
202340096 Housing association
The Ombudsman found reasonable redress in the landlord's handling of rat reports and communal bin provision, and in its complaint handling (where it delayed its stage 2 response but apologised and offered sufficient…
202337724 Housing association
The Ombudsman found service failure in the landlord's communication about heating and hot water charges and about rent and service charges, and reasonable redress in its complaint handling. The landlord was ordered to…
202329123 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's service charge enquiries, handling of ASB reports, handling of communal door repairs, response to cleaning and gardening concerns, and…
202518910 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of ASB and reports of damp and mould and associated damage, and reasonable redress in its handling of a pest infestation and the associated…
202330877 Housing association
The Ombudsman found reasonable redress in the landlord's handling of reports of a leak and of temporary accommodation, as the landlord recognised its failings and offered appropriate compensation. However, it found…
202344937 Housing association
The Ombudsman found reasonable redress in the landlord's handling of heating system repairs, where avoidable delays occurred but the landlord's compensation offer of £756.32 appropriately recognised the impact. It found…
202305960 Housing association
The Ombudsman found maladministration in the landlord's response to leaks, associated repairs, temporary accommodation expenses and damaged belongings, and in its response to repairs throughout the property, due to…
202347192 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of uneven flooring, which had been outstanding for 3 years and involved a potential health and safety risk that was not promptly addressed. It…
202321218 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about parking, where it gave incorrect information in the advert, wrong advice about who to contact and which bay to park in, and…
202315084 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's communal area repair requests, as it identified a service failing, apologised, offered appropriate compensation and demonstrated…
202441353 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's intermittent hot water supply, due to avoidable delays, inadequate communication, poor record keeping and lack of evidence the repair…
202519335 Housing association
The Ombudsman found service failure in the landlord's handling of damp repairs due to failures to follow its policies, timescales and processes, and poor communication. It found reasonable redress for the handling of…
202345914 Housing association
The Ombudsman found the complaint about the level of service charges and value for money was outside its jurisdiction. It found maladministration in the landlord's response to concerns about service charge transparency,…
202339021 Housing association
The Ombudsman found maladministration in the landlord's response to repair reports concerning balcony drainage, due to failure to complete repairs in policy timeframes and poor communication. It also found reasonable…
202424882 Housing association
The Ombudsman found maladministration in the landlord's handling of a communal light repair, a leak, and a window repair; service failure in its handling of a communal door repair and communication from a housing…
202327302 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's concerns that it had incorrectly charged her for services. The landlord accepted it had overcharged her over four years, offered a…
202331737 Housing association
The Ombudsman found reasonable redress for the landlord's handling of reports of condensation and a subsequent damp patch, and for its complaint handling. The landlord acknowledged its failings, apologised, acted on…
202420475 Housing association
The complaint concerned the landlord's response to the theft of the resident's bike from a communal bike store. The Ombudsman found maladministration: the landlord's communication was unreasonably delayed and…
202413821 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reports of leaks, a loss of heating and hot water, and associated repairs (taking around 14 months to resolve), and maladministration in its…
202514083 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's rehousing request because it did not evidence what consideration it gave to making a direct offer or to working with other registered…
202340423 Housing association
The Ombudsman found reasonable redress in the landlord's handling of providing a copy of the tenancy agreement and of the associated complaint, and service failure in its handling of the resident's rent account (record…
202439937 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaking bedroom window repair that remained unresolved for nearly 3 years, and in its handling of the associated complaint, which breached the…
202402004 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's request to be moved — it failed to follow its lettings policy (no accurate records, no evidence of a risk assessment, and wrong advice…
202326665 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the balcony and windows due to a lack of proactive progression, delays, and poor communication. It found no maladministration in the…
202445989 Housing association
The Ombudsman found the landlord provided reasonable redress for its handling of the resident's transfer application (it misplaced some medical evidence and delayed passing the appeal request to its lettings panel) and…
202405057 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the vents, a recurring leak, and the front door, due to repeated delays outside policy timescales and failure to provide clear timeframes or…
202408092 Housing association
The complaint about the increase in the resident's service charge was outside the Ombudsman's jurisdiction. However, the Ombudsman found service failure in the landlord's response to the resident's request for…
202334198 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's loss of heating and hot water, and reasonable redress for the associated complaint handling. The landlord was ordered to apologise and…
202521451 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the resident's housing transfer request and responses to her emails, noting the landlord apologised and offered proportionate compensation. It found…
202441711 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports about the electricity meter (including allegations of electricity theft) and about the conduct of the property owner, and…
202502555 Housing association
The Ombudsman found maladministration in how the landlord dealt with repeated reports of leaks over a 30-month period, including failing to investigate the cause and not following its damp and mould policy. It found…
202513996 Housing association
The Ombudsman found no maladministration in the landlord's handling of the kitchen sink leak, reasonable redress for its handling of the bathroom ceiling leak and the associated complaint, and maladministration for its…
202508707 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould, as it did not act within expected timescales, keep proper records, or progress essential repairs, leaving the resident with unresolved…
202414839 Housing association
The landlord incorrectly raised the resident's expectations that her home would be included in cyclical works, then failed to keep her updated on the planned works survey as promised at stage 2. The Ombudsman found…
202314921 Housing association
The Ombudsman found reasonable redress in the landlord's handling of reports of electrical problems, the resident's request for a management move, and the complaint. The landlord did not meet its repairs timescales and…
202347308 Housing association
The Ombudsman found reasonable redress in the landlord's response to reports of ASB and the resident's request to move to alternative accommodation, and in its complaint handling. The landlord acknowledged its failings,…
202449049 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a rat infestation, including delays, poor record keeping, insufficient oversight of its managing agent's communal repairs,…
202443078 Housing association
The Ombudsman found maladministration in the landlord's handling of actual service charges for 2022 to 2023, as it repeatedly missed timeframes and failed to keep the resident updated, with the issue remaining…
202509674 Housing association
The Ombudsman found maladministration in the landlord's handling of a window repair, as it failed to address the resident's health and safety concerns about a window that would not lock and did not provide a timely or…
202451578 Housing association
Severe maladministration was found in the landlord's handling of a boiler repair, where it failed to investigate the resident's concerns about its contractor and left the resident without heating and hot water for 9…
202510446 Housing association
The Ombudsman found maladministration in the landlord's handling of bathroom leaks (no lasting solution and a four-month delay in re-inspecting), service failure in the front/back door and gas meter cupboard repairs,…
202511620 Housing association
Service failure was found in the landlord's handling of repairs to the roof and windows, lack of loft insulation, and damp and mould, due to significant delays and failure to follow its damp and mould policy. Reasonable…
202514789 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs and damp, as it did not complete window repairs within its policy timescale and did not promptly inspect the resident's ongoing reports of damp…
202425468 Housing association
The Ombudsman found service failure in the landlord's handling of reports of damp and mould, as failings caused delays and the issue remained unresolved at the stage 2 response. However, the landlord had already awarded…
202438585 Housing association
The Ombudsman found reasonable redress in the landlord's response to reports of ASB, damp and mould, and its complaint handling. Although the landlord delayed addressing both issues and its complaint responses…
202510180 Housing association
The Ombudsman found service failure in the landlord's response to reports of roof leaks and associated damp and mould, citing delays, an ineffective temporary repair, poor communication, record-keeping failings and the…
202447873 Housing association
The Ombudsman found service failure in the landlord's response to reports of ASB and reports of pests, and reasonable redress in its response to the multiple repair issues outside the property, concerns about staff…
202414212 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the resident's reported repairs and request for a shower screen, and for its complaint handling. The finding was based on the landlord's £1,434.94…
202506714 Housing association
The Ombudsman found severe maladministration in the landlord's response to repeated lift breakdowns (including failure to follow its lift, repairs and reasonable adjustment policies, consider the Equality Act,…
202407446 Housing association
The Ombudsman found maladministration in the landlord's handling of damage to the external stairs, including a delay of over two years, poor communication and record-keeping about the insurance claim, and a failure to…
202423262 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the hot water and heating supply, which failed to deliver a lasting repair despite repeated attempts, and maladministration in its complaint…
202514101 Housing association
There was maladministration in the landlord's handling of the resident's reports of repairs (back door, blocked gutters, skirting board and bedroom window), which involved delays and communication failures; the…
202319430 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of a broken balcony door (it took too long to accept responsibility, communicated poorly, made no temporary repairs and offered…
202416988 Housing association
Notting Hill Genesis was found to have provided reasonable redress for its handling of the resident's reports of antisocial behaviour and for its handling of the associated complaint. The landlord acknowledged its…
202435566 Housing association
A leaseholder complained that communal roof repair work caused water ingress into his flat and about the associated cost of further repairs, plus the landlord's complaint handling. The Ombudsman found the landlord…
202438130 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould, ordering £450 compensation (inclusive of £250 already offered) and a schedule of works to achieve a lasting resolution. It…
202424182 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a pest infestation and the resident's decant, as the landlord acknowledged its failures, apologised and offered proportionate compensation and…
202334336 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of a delayed kitchen refurbishment (including failure to provide temporary accommodation and loss of essential amenities) and for its handling…
202510395 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of damp and mould and its complaint handling, and no maladministration in its handling of the rent account. No orders were made…
202446833 Housing association
The Ombudsman found the landlord offered reasonable redress for its delayed response to the resident's concerns about trickle vents and reports of a bad smell, and for its complaint handling. However, there was…
202330411 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's window repairs — it did not complete the repairs it had committed to, communicated poorly, and failed to assess whether the windows were…
202334327 Housing association
There was maladministration in the landlord's handling of the resident's service charge queries: it delayed unreasonably in providing finalised service charge accounts (over 3 years after purchase) and did not show it…
202444908 Housing association
The Ombudsman found the landlord's offers of redress resolved the errors in its handling of damp and mould, its management of the resident's rent account (in arrears), and its handling of the associated complaint, so it…
202410238 Housing association
The Ombudsman found maladministration in the landlord's handling of mould in the property and of the resident's complaint, and service failure in its handling of her report of antisocial behaviour. In each case the…
202333817 Housing association
The landlord missed opportunities to engage meaningfully with the resident about the gas safety certificate expiry date and why/when it needed access, and its record keeping was poor, amounting to service failure. Its…
202447140 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's medical transfer request and in its complaint handling. The landlord followed its policies and increased the resident's banding, but…
202413872 Housing association
The Ombudsman found reasonable redress in the landlord's handling of noise transference and an associated transfer application, and in its handling of the associated complaint. The landlord's £800 compensation offer,…
202411290 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's requests to add her son to the tenancy, to transfer to a larger property, and the associated complaint handling. It found reasonable…
202413896 Housing association
The Ombudsman found a service failure in the landlord's handling of damp and mould and cracks on the bedroom ceiling, with works remaining outstanding, and ordered the landlord to complete the damp, mould, ceiling and…
202402611 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's rehousing request (including concerns of disability discrimination), and reasonable redress for its handling of the roof leak and…
202427481 Housing association
A leaseholder complained that the landlord pursued back payment of £468.07 in service charges and failed to provide up to date details of the sinking fund, and also about the landlord's complaint handling. The Ombudsman…
202427142 Housing association
The Ombudsman found the requests to refund a week's rent and a duplicate rent payment were outside jurisdiction. There was no maladministration in handling the housing benefit refund request, which correctly directed…
202345691 Housing association
The Ombudsman found maladministration in the landlord's failure to provide a comprehensive response to the shared owner's service charge information requests raised from December 2020, and service failure in its…
202450433 Housing association
The Ombudsman found reasonable redress in the landlord's assessment of the resident's medical application under its transfer procedure, its response to reports about a housing officer's conduct, and its complaint…
202429292 Housing association
The landlord offered reasonable redress for its handling of the resident's ASB reports, including its delay in deciding not to install CCTV; there was no maladministration in its handling of the resident's transfer…
202449521 Housing association
The Ombudsman found service failure in the landlord's handling of reports about a lift breakdown, missing fence panels, defective paving slabs, a lack of fire treatment to the front door, and delays in providing…
202446729 Housing association
The landlord offered reasonable redress for its handling of the resident's damp and mould reports, but there was maladministration in its handling of pigeon proofing, the water shut-off valve, housing officer…
202339571 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak, remedial works, damp and mould, including a failure to act on the resident's pest infestation concerns, a failure to take interim damp and…
202321625 Housing association
The Ombudsman found the landlord's handling of heating and hot water repairs and damp and mould would normally be maladministration, but considered the £1,150 total redress agreed via the Pre-Action Protocol settlement…
202441676 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of roof and internal repairs (recommending it pay the £500 offered for each), no maladministration in its handling of temporary accommodation,…
202428752 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's housing application under its household member's scheme and for its handling of the formal complaint. The landlord…
202342604 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of noisy pipes: although the landlord made numerous efforts to identify and resolve the noise, it stopped communicating once it…
202409868 Housing association
The landlord offered reasonable redress for its response to the resident's reports of damp and the associated repairs, and for its complaint handling. The Ombudsman found communication failures and delays (including the…
202327646 Housing association
The landlord failed to attend an emergency ceiling leak repair within its policy timescales (the ceiling collapsed before it attended for an asbestos test), took about three months to complete the repairs, and did not…
202432745 Housing association
The landlord's refusal to investigate repair issues already subject to a legal disrepair claim was reasonable and consistent with its complaints policy, so there was no maladministration on that head. Its handling of…
202402941 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp and mould and the associated repairs, as it was delayed and did not complete the steps it agreed, leaving the matter only…
202338131 Housing association
The Ombudsman found the landlord had offered redress before investigation that satisfactorily resolved the complaint about its handling of the resident's antisocial behaviour reports and his associated complaint. It…
202400322 Housing association
The landlord offered reasonable redress for its handling of the resident's service charge queries and the associated complaint. It acknowledged its oversight in not providing a key to the communal hallway (where the…
202449068 Housing association
The Ombudsman found maladministration in the landlord's handling of repeated leaks into the resident's home (and the related management transfer request), and maladministration in its complaint handling. Having regard…
202433631 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould and in its complaint handling, and service failure in its handling of window restrictor repairs and the resident's concerns about her…
202313839 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's bedroom walls (delays, lack of a lasting repair, poor case oversight and an unclear refusal to decant) and in its handling of…
202219004 Housing association
The landlord was found guilty of maladministration for failing to provide audited service charge accounts to a shared-ownership leaseholder for over 5 years, repeatedly missing deadlines and failing to communicate. The…
202420136 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ongoing reports of mice: it followed its pest control policy but delayed inspections and proofing works, failed to address the request…
202409824 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's report of domestic abuse and request for a housing transfer, no maladministration in its handling of the concern about staff conduct, and…
202446567 Housing association
The Ombudsman found service failure in the landlord's handling of kitchen floor repairs, in part because it failed to consider the resident's daughter's vulnerabilities when deciding not to provide temporary…
202426470 Housing association
The landlord took almost two years to resolve significant damp and mould affecting most rooms, with repeated reports, visits and chases ignored or jobs closed without completion; the Ombudsman found severe…
202346197 Housing association
The leaseholder complained about the landlord's handling of her concerns regarding sinking funds and service charges, about continuous staff turnover, and about the landlord's complaint handling. The Ombudsman found…
202345841 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs to the resident's bathroom and reports of damp and mould, and maladministration in its handling of the suitability of temporary…
202214589 Housing association
The Ombudsman found maladministration in the landlord's communication about service charges, as it took over a year to respond to the resident's initial enquiry and failed to meet its legal obligations under the…
202307459 Housing association
The complaint concerned the landlord's handling of the resident's request to be re-housed and its handling of the complaint. The Ombudsman found reasonable redress on both heads: the landlord reasonably followed its…
202432622 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports that her floor was sinking and of rodents in her property, and found the landlord provided reasonable redress in its handling of…
202435844 Housing association
The Ombudsman found no maladministration in the landlord's handling of the communal door and bin store security reports, but maladministration in its handling of the noisy flooring, damp and mould, and kitchen cupboard…
202345749 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's service charge account information requests and reports of service charge errors: it followed statutory procedure, apologised for…
202331059 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about access to her garden. A housing officer incorrectly told the resident she would have exclusive use of the garden, the…
202450560 Housing association
The Ombudsman found reasonable redress on the landlord's response to front door repair reports and on its complaint handling, and no maladministration on the internal door repairs. The landlord had acknowledged the…
202446412 Housing association
The complaint concerned the landlord's handling of the resident's reports of repairs to the staircase and landing. The landlord accepted and apologised for its communication, appointment, service and repair failings and…
202435906 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's window repairs (reported stiff to open and close), its handling of her repair requests and reports of damp and mould, and its complaint…
202315662 Housing association
The Ombudsman found maladministration in the landlord's response to reports of leaks, damp and mould (failures to follow its policies, fully investigate, address root cause and keep records), and service failure in its…
202448512 Housing association
The landlord responded to the resident's reports of a leaking bedroom roof and carried out remedial repairs, but the Ombudsman found maladministration: it failed to follow its leaks procedure (no emergency response),…
202328376 Housing association
The complaint concerned the landlord's handling of a resident's parking concerns and her request for her own parking bay. The Ombudsman found no maladministration: the landlord acted fairly and in line with its parking…
202304367 Housing association
The Ombudsman found the landlord's handling of the resident's reports of noise from her hot water cylinder was satisfactorily resolved by its offer of redress prior to investigation (reasonable redress). However, there…
202422116 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of pests and in its complaint handling. The landlord failed to act after receiving two pest control quotes and then took around…
202419691 Housing association
The resident complained about the landlord's handling of queries on his service charge accounts for 2022-23 and 2024-25, including a discrepancy in final accounts, an incorrect weekly charge calculation and delays in…
202321669 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of cracks in the property, ordering £300 compensation for the delay carrying out appropriate repairs (inclusive of £175 already awarded). It…
202344083 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs (including damp/mould, a broken light switch, faulty/missing smoke alarms and an unsecured ceiling), maladministration in its response…
202413112 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's drainage concerns and of her reports of damp and mould and sewage-related smells coming from a neighbouring property, and service…
202332704 Housing association
The complaint concerned the landlord's handling of the resident's request to be moved to a property with a wet room (and associated complaint handling). The Ombudsman found the landlord offered reasonable redress for…
202425027 Housing association
An assured shorthold tenant in temporary accommodation complained about the landlord's handling of a leak, damp and mould, electrical safety issues, temporary rehousing and complaint handling. The Ombudsman found…
202320998 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's parking concerns and in its complaint handling. The landlord gave the resident the expectation that parking controls would be…
202427550 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp, mould and a leak, and in its handling of a broken balcony door, ordering it to pay compensation and take remedial steps. It found no…
202234288 Housing association
The Ombudsman found service failure in the landlord's handling of a leaseholder's service charge administration, its response to concerns about a pre-existing sinking fund, and its complaint handling. The landlord gave…
202405804 Housing association
A leaseholder complained about the landlord's handling of the year-end service charge accounts for 2022-2023 and about how his complaint was handled. The Ombudsman found the landlord's handling of the year-end accounts…
202405095 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of excessive noise from her heat interface unit or of the smell of cannabis around her property. It found the landlord's…
202440517 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of a faulty shower and of the resident's complaint. There were considerable service failings — including failure to attend the…
202404192 Housing association
The Ombudsman found maladministration in the landlord's response to reports of a loss of heating and hot water, ordering £350 compensation for the delay in providing heaters and for not demonstrating it enquired about…
202422119 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the provision of sandbags, reimbursement for possessions damaged by sewage, and flooring repairs following sewage floods, and maladministration…
202317422 Housing association
The Ombudsman found service failure in the landlord's handling of the shared ownership leaseholder's service charge account, having delayed over four months in providing bills, invoices and a breakdown of charges, and…
202333114 Housing association
The Ombudsman found no maladministration in the landlord's decision to withdraw the resident's on-site parking access or in its response to the resident's housing transfer request, as both were in line with its policies…
202336066 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould, and maladministration in its handling of the delays to the window and kitchen replacement. It found…
202426512 Housing association
Notting Hill Genesis was found to have committed maladministration in handling the resident's reports of damp and mould and completing the associated works, and is ordered to pay £600 (£200 for distress and…
202306812 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the estate's entry gates and intercom, and service failure in its estate management, ordering £350 compensation in total. It found the…
202313623 Housing association
The resident complained that a communal hallway light was connected to her electric meter, and about the landlord's response to her request for reimbursement and compensation. The Ombudsman found the landlord had…
202312382 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about the installation of an air conditioning system: the works were reasonable 'future-proofing' contained within the…
202422574 Housing association
Notting Hill Genesis was found to have provided reasonable redress for its response to a fuse box fire and bathroom damp, but maladministration for unreasonable delays in addressing a long-running pest infestation, the…
202308701 Housing association
The Ombudsman found no maladministration in the landlord's handling of leaks (the ~3-month repair to the downstairs cloakroom was reasonable in the circumstances), but service failure in its handling of damp and mould…
202320092 Housing association
The Ombudsman found reasonable redress in the landlord's handling of ASB reports (including items left in communal areas) — the landlord failed to open an ASB case, took no enforcement action and failed to escalate…
202341809 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's compensation claim for water damage from a roof leak, as the landlord reasonably applied its compensation policy and offered…
202337733 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's rehousing request, its complaint handling and its record keeping, citing poor communication, delays in processing a medical transfer…
202408736 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the heating system: it did not attend an emergency heating/hot water fault within its policy timeframes and did not offer any interim measures…
202304281 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the standard of grounds maintenance and its contractor management. It failed to demonstrate it was reasonably managing…
202408282 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the front and hallway doors and defective windows, which took around 22-23 months against a 20-working-day policy timescale, with the window…
202320106 Housing association
The Ombudsman found maladministration in both the landlord's response to repairing the resident's boiler and in its complaint handling. The resident was left without heating and hot water for 29 days during winter while…
202410174 Housing association
The Ombudsman found the complaint about the level of the 2024 rent increase outside its jurisdiction. It found reasonable redress in the landlord's handling of the resident's lack of a housing officer and its…
202333954 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise from an upstairs neighbour, citing unreasonable delay in acting, failure to follow its own risk assessment guidance,…
202324082 Housing association
No maladministration was found in the landlord's handling of the resident's reports of noise nuisance from the upstairs property. The landlord acted in line with its noise policy, liaised with the upstairs leaseholder,…
202324857 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports that her mobility scooter was stolen and her compensation request, but maladministration in its handling of building repairs,…
202214960 Housing association
The landlord delayed repairs to flooring, windows and holes, and cancelled appointments at short notice. Through Ombudsman mediation, the landlord agreed to pay £850 (previously offered) plus an additional £530 into the…
202304740 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's service charge queries, where an error in the communal electricity calculation was not communicated within a reasonable timescale and…
202326386 Housing association
The complaint concerned the landlord's handling of the resident's concerns about parking on the estate. The Ombudsman found the landlord offered redress prior to investigation that satisfactorily resolved the concerns,…
202306374 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's platform lift (repairs took over a year and the auto-dialler remained defective), no maladministration in its handling of the…
202306301 Housing association
The Ombudsman found maladministration by Notting Hill Genesis for incorrectly adding fire service and maintenance charges not provided for in the resident's tenancy agreement, failing to follow the proper variation…
202202911 Housing association
Service failure for delays in communal lighting repairs, poor record-keeping, and lack of follow-through. No maladministration for issuing TORT notices. Reasonable redress for complaint handling delays with £150…
202411006 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp and mould and associated repairs, given delays in acting on and inspecting the reported damp, a 7-week delay in raising…
202217867 Housing association
The landlord failed to provide audited service charge accounts for multiple years and the 23/24 rent review despite repeated requests over a prolonged period, and delayed responding to the resident's complaint. The…
202329138 Housing association
The resident, an assured tenant of a housing association, complained about the landlord's handling of her repeated requests to clean and repaint her balcony, and about the associated complaint handling. The Ombudsman…
202322367 Housing association
The resident complained about the level of compensation offered by the landlord for its delay in repairing her boiler, which left her without heating and hot water for 50 days during the winter. The Ombudsman found…
202401239 Housing association
The Ombudsman found service failure in the landlord's handling of repairs for a leak, damp and mould (including a faulty window and balcony door), citing significant delays and failures to follow its responsive repairs…
202322812 Housing association
The complaint concerned how the landlord handled the resident's request for an allocated parking space and how it handled the complaint. The Ombudsman found the landlord had already made a reasonable offer of redress…
202219947 Housing association
The Ombudsman found service failure by Notting Hill Genesis in its handling of communal repairs and maintenance, communication about the EWS1 form, and record keeping. No maladministration was found regarding ASB…
202320625 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's rent and service charge account, including issuing a final demand threatening enforcement and possession action shortly after a payment…
202316825 Housing association
The complaint concerned the landlord's handling of the applicant's request to succeed the property after his mother's death. The Ombudsman found the landlord gave an adequate and accurate explanation of the statutory…
202309915 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's rent and service charge account, no maladministration in its handling of reports that the communal main entrance door needed repair, and…
202342836 Housing association
The complaint concerned automated rent arrears messages sent to the resident and the landlord adding her personal email address to its system without permission, contrary to an agreed contact preference. Following the…
202322256 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's report of the theft of a bicycle wheel from a communal bike store: despite some shortcomings (it did not formally record the ASB or…
202326016 Housing association
The complaint concerned the landlord's handling of the resident's reports that other tenants were throwing cigarette butts onto her balcony. The Ombudsman found the landlord had offered redress before investigation…
202336648 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour, because there was limited evidence of the investigations it said it had carried out and a series of…
202304483 Housing association
The landlord made errors in its service charge estimate (e.g. charging for garden maintenance and a TV licence where these did not apply) and was slow to recalculate; the Ombudsman found it provided reasonable redress…
202302010 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's queries and concerns about her energy use, as its communication was inadequate and unclear, causing contrasting information and an…
202234742 Housing association
The landlord took over 6 months to resolve issues with a communal gate, with poor communication between the landlord and its contractor leading to duplication, wasted visits and delays in ordering parts, despite the…
202213353 Housing association
The landlord was found to have maladministration for failing to repair communal lighting in line with its emergency repair policy over a prolonged period (April 2022 to January 2024), including a health and safety…
202310838 Housing association
Notting Hill Genesis was found to have maladministered its handling of a resident's reports of antisocial behaviour from the neighbour above, failing to follow its ASB policy and to consider her vulnerability. There was…
202312706 Housing association
Notting Hill Genesis was found to have unreasonably delayed repairing a kitchen skylight and a roof leak above the kitchen (maladministration on both), with service failure in its complaint handling. It was ordered to…
202316659 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the boiler/heating repairs, the tree removal and the associated complaint handling; service failure in its handling of the resident's damp and mould…
202214652 Housing association
The Ombudsman found no maladministration regarding the garden boundary investigation, but found service failure in the landlord's handling of repairs, alternative housing, and payments (including delayed subsistence…
202307976 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak, due to its failure to correctly identify and classify the repair, delays in resolving the leak (62 working days) and…
202313885 Housing association
The Ombudsman found maladministration in the landlord's response to water damage from a fire at the block and to a later leak, no maladministration in its handling of the resident's transfer request, and service failure…
202218255 Housing association
The landlord offered reasonable redress for its handling of repairs including damp and mould, offering £1,130 compensation and apologising for delays. However, there was maladministration in its complaint handling due…
202313540 Housing association
The landlord made an offer of reasonable redress for its handling of the resident's compensation request after a sewage flood, having acted in line with its repairs and insurance policies and offering £250 for the delay…
202314025 Housing association
The complaint concerned the landlord's handling of reports of leaks and a request to repair resulting damage. The Ombudsman found the landlord generally pursued the managing agent proactively but failed to keep the…
202310923 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request to replace the electrical heating system, and in its handling of the associated complaint. The landlord unreasonably delayed its…
202217622 Housing association
The Ombudsman found maladministration by Notting Hill Genesis in its handling of a resident's long-standing concerns about a neighbour's items left in the communal hallway, including failures in record-keeping,…
202321271 Housing association
A leaseholder complained about the landlord's handling of remedial works to her building's external walls following cladding removal, including the time taken to complete the works, the protection of the walls, its…
202422923 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (bathroom snagging, a promised double radiator, kitchen sink pipes and lighting) and in its replacement of damaged and missing items, ordering…
202319998 Housing association
The Ombudsman found service failure in the landlord's handling of the safety of the boiler and heating system and in its complaint handling. While it did not conclude there were failings in the installation or…
202410519 Housing association
The landlord failed to search for a suitable property or make a direct offer to the resident, who requested a management transfer due to domestic violence, and failed to support her with bidding; although it apologised…
202316451 Housing association
The complaint concerned the landlord's response to a leaseholder's request to refund a surplus in his service charge account, plus its complaints handling. The landlord had sent incorrect information about the surplus…
202305706 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's ASB reports—spanning a seven-year period—and maladministration in its complaint handling, ordering £7,300 in compensation. The resident's…
202200827 Housing association
The Ombudsman found that complaints about the level of service charge and an alleged breach of tenancy agreement were outside its jurisdiction. The landlord's handling of the resident's service charge account was…
202332671 Housing association
The Ombudsman found service failure in the landlord's decision to issue a Notice of Seeking Possession (NoSP) and its administration of the resident's rent account, because it issued the notice without checking whether…
202511465 Housing association
The Ombudsman found maladministration in the landlord's handling of service charge and level of services, ASB, and fire safety concerns, and service failure in its handling of communal repairs/scaffolding and the…
202420263 Housing association
The Ombudsman found maladministration in the landlord's handling of reports that the heating was not functioning correctly, citing failure to meet repair policy timescales, poor communication and inadequate recording…
202316732 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of prolonged heating and hot water repairs (approximately 4 months), given its apology, termination of the underperforming contractor, and…
202336636 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports about frequent lift breakdowns, service failure in its handling of the smell/overflow of communal bins, the communal front door…
202300424 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs (front door replacement delayed 9 months, staircase not properly repaired first time, failure to physically inspect…
202337760 Housing association
The Ombudsman found reasonable redress in the landlord's communication about an event held in a neighbour's flat: it apologised once it realised it had not passed on the neighbour's message, investigated, and offered a…
202326292 Housing association
Notting Hill Genesis was found to have committed severe maladministration in its handling of the resident's reports of damp and mould, and maladministration in its handling of damage caused to her possessions. Its…
202313683 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's request for garden adaptations, ordering £1,250 compensation to replace the landlord's earlier offer, because it repeatedly failed to…
202338757 Housing association
The Ombudsman found no maladministration in the landlord's handling of concerns that the concierge did not provide a visitor with car park access, as the landlord responded promptly, made appropriate enquiries, and…
202214883 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB and noise nuisance reports (failures to apply its ASB policy, complete action plans/risk assessments, communicate with the resident, and close the…
202340097 Housing association
The Ombudsman found service failure in the landlord's handling of the communal CCTV system (poor record-keeping, poor communication and no confirmation of a service charge adjustment) and maladministration in its…
202342805 Housing association
The Ombudsman found service failure in the landlord's handling of the recovery of service charge and rent arrears: it was premature in issuing a Notice of Seeking Possession, delayed in responding to the resident, and…
202228253 Housing association
The Ombudsman found service failure in the landlord's handling of cabling installation damage and damp/mould reports, and severe maladministration in its complaint handling, with a roof insulation element outside…
202334356 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of repairs including damp and mould, and in its handling of the complaint, and reasonable redress in its communication about…
202303081 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's bathroom repair (unreasonable delay, missed appointments and poor communication), in its response to reports of sound transference and…
202217436 Housing association
The landlord took almost 11 months to resolve a leak into a leaseholder's home, failing to treat it as an emergency, experiencing contractor communication issues, and unnecessarily delaying the section 20 consultation…
202214662 Housing association
The Ombudsman found severe maladministration for the landlord's handling of disrepair and cyclical works (damp, broken windows, no external works for 20 years), maladministration for service charge administration…
202309002 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's report of no heating or hot water. The resident was left without heating and hot water for 74 days and, although the landlord offered…
202307594 Housing association
The Ombudsman did not investigate the resident's complaint about repairs within the property as it had not exhausted the landlord's complaints process (outside jurisdiction). It found the landlord offered reasonable…
202209312 Housing association
The Ombudsman found reasonable redress by the landlord regarding its response to the resident's report that the concierge refused access to his visitor, as the landlord offered £50 compensation. However, there was…
202210690 Housing association
The Ombudsman found service failure in the landlord's response to an electrical fire in a communal area, due to poor communication, failure to promptly seek expert reports, and not referring the resident to its insurer.…
202128629 Housing association
The Ombudsman found service failure by Notting Hill Genesis regarding its response to a resident's request for information about the introduction of a service charge, and also service failure regarding complaint…
202313073 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of repair and access issues with a communal bike shed, including communication, because it did not follow through on the actions…
202304073 Housing association
The complaint concerned the landlord's handling of the replacement of the resident's front door after it was damaged by police forced entry. The Ombudsman found the landlord failed to complete the door replacement…
202342978 Housing association
The complaint concerned the landlord's handling of the resident's concerns about changes a neighbour made to the communal garden. The Ombudsman found maladministration: the landlord had granted retrospective permission…
202308931 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reports of damp in the resident's property and in its complaint handling, and service failure in its handling of the poor condition of the…
202402075 Housing association
The Ombudsman found maladministration in the landlord's handling of the replacement of the resident's unsafe balcony decking and in its handling of the excessively cold flat and damp/mould following removal of the…
202217689 Housing association
The Ombudsman found no maladministration regarding managing agent fees, heating charges, ASB, communal cleaning, and window cleaning charges. Reasonable redress was found for lift breakdowns (landlord offered £750…
202126736 Housing association
The Ombudsman found that the landlord's offers of redress for its failures in responding to the resident's repair reports (flooring, hot water tank, damp and mould) resolved the complaint satisfactorily (reasonable…
202342198 Housing association
The Ombudsman found severe maladministration in the landlord's handling of remedial repairs following a mutual exchange: a property was left uninhabitable by pests, disrepair and a rotten bathroom sub-floor, and the…
202119317 Housing association
The Ombudsman found maladministration by Notting Hill Genesis in three areas: handling of the resident's rent account (failing to clearly explain arrears, taking 76 days to respond meaningfully), handling of a pet…
202214581 Housing association
The Ombudsman found that complaints about rehousing, repairs, pest issues, and decants were outside its jurisdiction because the resident had raised these matters in legal proceedings. On complaints handling, the…
202233892 Housing association
The complaint concerned the landlord's handling of the resident's request for reimbursement of the cost of replacing carpets damaged by a leak from the immersion heater. The Ombudsman found the landlord acted…
202211220 Housing association
The Ombudsman found service failure by Notting Hill Genesis in its handling of a resident's insurance claim for belongings damaged by a leak. The landlord took over two and a half years to process the claim and failed…
202309201 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould (a failure to respond to the most recent report, with a delay of around six months), and service failure in its responses to…
202345782 Housing association
The complaint concerned the landlord's handling of damage to the resident's shared-ownership property caused by sewage leaks from a blocked communal stack pipe. The Ombudsman found the landlord's prior offer of…
202335114 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns that her front door may not be fire safety compliant (poor communication about whether the door would be replaced or repaired,…
202342922 Housing association
The Ombudsman found reasonable redress across all three complaint heads: the landlord's handling of the resident's window repair reports, its response to a missed fire safety appointment, and its complaint handling. The…
202221064 Housing association
The Ombudsman found the landlord's substantial compensation offers (totalling around £3,200 plus expenses) for failures in rent account handling, asbestos discovery and decant management, and complaint handling delays…
202311706 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's shared-ownership lease extension application. The landlord acknowledged and apologised for an initial 35-day delay, extended…
202322974 Housing association
The Ombudsman found parts of the complaint about the previous resident's health condition, the home buyer's survey and the landlord's response to rising damp to be outside jurisdiction (paragraphs 41(a) and 42(c) of the…
202307116 Housing association
The complaint concerned the landlord's handling of a leaseholder's requests for new key fobs for his flat and keys for the bike shed. The Ombudsman found service failure (delay in issuing key fobs and poor…
202315817 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of damp, mould and water ingress — including lengthy delays, failure to establish responsibility for external works,…
202320229 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's requests for updates about a housing application: it failed to pay promised compensation on time and failed to provide the agreed regular…
202204365 Housing association
The Ombudsman found maladministration by Notting Hill Genesis for its handling of estate management matters and repairs (including paving, door repainting, garden maintenance, hedge planting, pigeon deterrent…
202225311 Housing association
The Ombudsman found no maladministration in the landlord's rejection of the resident's request for no contact with her Housing Officer, but found service failure in its unexplained re-adding of her contact details to…
202204826 Housing association
Maladministration for ASB handling (poor records, no policy compliance) and complaint handling (significant delays). Service failure for disposing of shower screen without discussion. Reasonable redress for bathroom…
202306173 Housing association
The resident complained about the landlord's handling of his queries regarding an increase in heating and hot water charges. The Ombudsman found service failure: the landlord delayed responding to his queries (about 29…
202302462 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of sewage discharging into her property, covering delays in locating the manhole, the late decision to decant, failure to extend…
201902574 Housing association
The Ombudsman found that the substantive issue of rent and service charge increases was outside its jurisdiction (matter for the First-Tier Tribunal). However, regarding the landlord's communications and complaint…
202302662 Housing association
The Ombudsman found service failure in the landlord's handling of the contractor's damage to the windows and of debris/rubbish left in the garden, and maladministration in its handling of the contractor's unauthorised…
202305308 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request for a transfer and change in allocation banding. The landlord acted unreasonably in wrongly informing the resident she had been…
202234815 Housing association
The Ombudsman found the resident's complaint about the level of the service charge increase was outside its jurisdiction. It found maladministration in the landlord's response to the resident's request for information…
202230800 Housing association
The Ombudsman found maladministration in the landlord's response to leaking pipes and a blocked drain, and service failure in handling the resident's compensation request, ordering an apology, £700 compensation and a…
202208291 Housing association
The Ombudsman found reasonable redress by the landlord in its handling of repairs to the resident's adapted bathroom and its complaint handling. The landlord delayed repairs from May 2022 to June 2023 with poor…
202226410 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's rehousing assistance request, its complaint handling and addressing alleged discrimination, and its record-keeping, ordering £850…
202215504 Housing association
The Ombudsman found reasonable redress in the landlord's handling of delays to cladding remediation works, noting the landlord offered substantial compensation and communicated proactively despite delays partly outside…
202217171 Housing association
The Ombudsman found maladministration for the landlord's handling of reports that the flat was cold and draughty (delays in heat loss survey, failure to act on findings) and for its complaint handling (failure to treat…
202300960 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports about the security of her bedroom windows and door, ordering £50 compensation. It found reasonable redress in the landlord's…
202211782 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a sash window, which took over 2.5 years to resolve, and service failure in its complaint handling due to significant delays in providing a…
202210482 Housing association
The Ombudsman found service failure in the landlord's handling of noise nuisance reports due to delayed initial response, poor communication, and failure to address reports of loud music/deliberate noise in a timely…
202309722 Housing association
The landlord's handling of the resident's reports of antisocial behaviour by a neighbour was characterised by delays, poor record keeping, poor communication and a failure to take effective action, and it also delayed…
202322129 Housing association
The complaint concerned the landlord's handling of the resident's transfer request and alleged discrimination. The Ombudsman determined it was not within its jurisdiction under paragraphs 42l and 42a of the Scheme, as…
202234209 Housing association
The Ombudsman found maladministration in the landlord's response to the shared owner's service charge refund concerns and in its complaint handling. It failed to recognise and redress an additional accounting failure…
202307053 Housing association
The Ombudsman found service failure in the landlord's response to reports of mould in the property (poor communication from the surveying team, an inspection completed without the resident present, and delays in…
202302192 Housing association
The Ombudsman found maladministration in the landlord's handling of works to replace the resident's insecure front door and in its handling of the related formal complaint, but concluded there was reasonable redress…
202127889 Housing association
The Ombudsman found no maladministration by Notting Hill Genesis in its handling of repairs to the communal door entry system and leaks into the resident's property. The landlord appropriately liaised with the managing…
202301249 Housing association
The complaint concerned the landlord's handling of a leaseholder's reports since October 2022 that her mechanical ventilation (MVHR) system was introducing a strong sewage smell into her flat, which made her feel ill.…
202227285 Housing association
The Ombudsman found maladministration in the landlord's handling of long-outstanding repairs and squirrels in the loft, service failure in its handling of a boiler repair leaving the household without heating and hot…
202215820 Housing association
The Ombudsman found severe maladministration for the landlord's handling of the resident's transfer applications, where it gave inaccurate advice about downsizing, causing the resident and her son to live overcrowded in…
202305137 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's rehousing request, but service failure in its handling of reports of noise/nuisance from neighbours (poor record keeping) and in its…
202218440 Housing association
The Ombudsman found reasonable redress for the landlord's handling of repairs (delays and poor communication acknowledged and compensated) and for complaint handling (7-month stage 2 delay acknowledged and compensated),…
202308895 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's requests for adaptations (lockable wheelchair storage and levelling of the hallway floor), its handling of the waste collection, and its…
202220786 Housing association
The Ombudsman found maladministration in the landlord's handling of fence and gate repairs (repeated patch-and-mend approach contributing to a burglary), its handling of the resident's claim for stolen goods (changing…
202233119 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould, having delayed remedial work for over two years, kept poor records and failed to follow the resident's access and communication…
202102235 Housing association
The Ombudsman found maladministration in the landlord's response to ASB reports, handling of a rehousing request, complaint handling, and record keeping. The landlord failed to follow its ASB policy, gave incorrect…
202305135 Housing association
The Ombudsman found the landlord made a reasonable offer of redress for its handling of remedial works following a flood, including a delay of over seven months before repairs started, communication failings, contractor…
202224560 Housing association
The Ombudsman found service failure in how the landlord communicated changes to the estate's parking system, ordering an additional £50 on top of the £100 already offered; the landlord's complaint handling was found to…
202225691 Housing association
The Ombudsman found service failure in the landlord's response to a moth infestation damage claim and its handling of caretaker service charge enquiries, plus maladministration in complaint handling, ordering £200…
202123372 Housing association
The Ombudsman found maladministration in the landlord's handling of a resident's reports of an ongoing leak into her property, which went unresolved for 6 years, and maladministration in the landlord's complaint…
202216977 Housing association
The Ombudsman found no maladministration in the landlord's handling of water hammer noise reports, but service failure in its handling of ASB reports (poor record keeping, failure to follow ASB policy, and inadequate…
202108846 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (damp, leaks, roof issues reported from October 2020 with significant delays and poor communication) and maladministration in its complaint…
202127928 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports (it carried out reasonable investigations), reasonable redress in its handling of poor staff conduct (it acknowledged a letter's…
202126871 Housing association
The Ombudsman found severe maladministration for the landlord's handling of damp and mould reports (238-day delay in instructing a surveyor, poor record keeping, failure to consider vulnerabilities or interim measures)…
202215979 Housing association
The landlord offered reasonable redress for failing to inform the resident about neighbouring building works that affected her garden, but there was maladministration in its complaint handling due to a 144-working-day…
202212610 Housing association
The Ombudsman found maladministration in the landlord's response to block condition concerns, complaint handling, and record keeping. The landlord showed a lack of resolution focus from mid-2022, with delays on…
202207000 Housing association
The landlord was found to have maladministration in its handling of ASB reports and complaint handling, and service failure in its handling of a water pipe repair and window repair. The landlord took over 18 months to…
202128553 Housing association
Maladministration for pest infestation response (delays, no referral to local authority) and complaint handling (significant delays). No maladministration for rehousing or compensation request. Reasonable redress for…
202212193 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of noise nuisance due to delays in updating the resident about soundproofing works and a post-inspection outcome.…
202209185 Housing association
The Ombudsman found maladministration in the landlord's handling of repeated leaks from the flat above, due to delays in reinstating electrics and a lack of proactive investigation. Service failure was found for…
202114207 Housing association
The Ombudsman found service failure in the landlord's confusing communication about cyclical works, which led the resident to reasonably expect works would begin in 2021. Maladministration was found in the landlord's…
202221594 Housing association
The Ombudsman found the landlord's handling of a cockroach infestation and complaint handling amounted to reasonable redress, found no maladministration over a shower hose, but found maladministration for failing to…
202109486 Housing association
The Ombudsman found service failure in the landlord's handling of sash window repairs and damp and mould in the bathroom, and maladministration in its handling of the resident's concerns about an electrical cable. The…
202205755 Housing association
The landlord was found to have severe maladministration for its handling of repairs following flash flooding, with excessive delays of over 14 months, poor communication and record keeping. Service failure was found for…
202004764 Housing association
The Ombudsman found service failure in the landlord's response to ASB reports (delays, lack of vulnerability assessment, poor communication), no maladministration regarding the housing officer conduct or rehousing…
202204848 Housing association
The Ombudsman found that the landlord made reasonable redress for its handling of a flood at the residents' property and for complaint handling delays. The landlord had decanted the residents, provided financial…
202017424 Housing association
The Ombudsman found no maladministration in the landlord's handling of communal area maintenance, but maladministration in its handling of ASB reports (cursory initial response, no action plan or risk assessment) and…
202017019 Housing association
The Ombudsman found that the landlord provided reasonable redress for its poor handling of a shared owner's request to sell her property, which involved significant delays that contributed to a buyer withdrawing.…
202224771 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's service charge consultation queries, ordering £400 compensation and written responses; the complaint handling issue was resolved by the…
202218016 Housing association
The Ombudsman found maladministration by Notting Hill Genesis for significant delays and failures in responding to a resident's reports of disrepair, including no intercom, loss of drinking water, inadequate hot water,…
202125186 Housing association
The Ombudsman found maladministration in the landlord's management of estate services (failing to address tree pruning, redecoration, gardening and cleaning concerns) and in its complaint handling (delays, missed…
202124552 Housing association
The Ombudsman found maladministration by Notting Hill Genesis for repeatedly accessing the resident's room without notice, breaching the tenancy agreement and the resident's right to exclusive possession. Service…
202123801 Housing association
The Ombudsman found maladministration in three areas: the landlord's failure to provide its reasonable adjustment policy despite repeated requests; its inadequate response to the resident's vulnerability and reasonable…
202103364 Housing association
The Ombudsman found service failure in the landlord's response to rehousing and tree pruning requests, and maladministration in its response to wall repairs, ASB reports, and complaint handling. The landlord was ordered…
202127687 Housing association
The Ombudsman found maladministration in three areas: the landlord's delayed response to the resident's request to bring a representative to an appeal hearing; its failure to properly handle the resident's queries about…
202209767 Housing association
A missed void inspection led to significant repair delays beyond policy timescales, but the landlord's compensation offer of over £3,600, including clearing rent arrears, was considered reasonable redress.
202126775 Housing association
The Ombudsman found service failure in Notting Hill Genesis's handling of a shared owner's queries about third-party service charge costs. The landlord failed to respond promptly, provided incorrect figures, did not…
202230789 Housing association
The Ombudsman found the landlord's prior offer resolved the insurance communication complaint satisfactorily but found service failure in its complaint handling, ordering £150 compensation including a £50 sum already…
202217131 Housing association
The Ombudsman found that the landlord's offer of redress (apology and £110 compensation) reasonably resolved the complaints about service charge errors and complaint handling delays. No maladministration was found…
202122217 Housing association
The landlord was found to have maladministration in its response to the resident's reports of anti-social behaviour over 26 months, its handling of waste in the communal area, its complaint handling, and its record…
202125308 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a communal porch ceiling that partially collapsed in June 2021 and contained asbestos, with the repair still outstanding over 2 years later.…
202104963 Housing association
The Ombudsman found reasonable redress for the landlord's handling of pest reports (delays in pest control and proofing works, communication failures), staff handover issues, and complaint handling failures, as the…
202000461 Housing association
The Ombudsman found maladministration for the landlord's handling of noise disturbance reports, as it failed to return calls, investigate noise insulation concerns, or manage the resident's expectations over a prolonged…
202202360 Housing association
The Ombudsman found maladministration by Notting Hill Genesis for its handling of repairs to a shared owner's front garden wall, with over 2 years of delay, poor communication, and missed timescales. Maladministration…
202014457 Housing association
The landlord was found to have maladministration for its handling of roof leaks (unexplained delays, poor communication, and a 2-year wait for roof replacement), maladministration for complaint handling (delays and…
202214808 Housing association
Severe maladministration for response to leaks; maladministration for damp and mould response, knowledge/information management, and complaint handling. The landlord failed to identify leak sources, delayed repairs over…
202200270 Housing association
The landlord offered reasonable redress for its response to the resident's service charge concerns, acknowledging errors and offering £250 compensation plus a £9.71 overpayment refund. However, there was service failure…
202114809 Housing association
The Ombudsman found no maladministration in the landlord's handling of fly-tipping reports and CCTV use, as the bike was removed promptly and reasonable steps taken. The landlord's offer of £30 for the delayed service…
202122911 Housing association
The Ombudsman found the bicycle theft complaint (2017) was outside jurisdiction as it was raised too late. No maladministration was found in the landlord's response to the resident's service charge arrears or in its…
202213630 Housing association
The Ombudsman found maladministration by Notting Hill Genesis for its poor handling of a leaseholder's request for service charge information, including unreasonable delays and admitted breaches of the Landlord and…
202108397 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of a defective heating system (wrong parts supplied) and for its handling of allegations made about the resident by a repair operative.…
201906471 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's front and back doors (prolonged delays, poor communication, failed appointments), staff conduct and communication issues, and…
202119899 Housing association
The Ombudsman found reasonable redress by the landlord in relation to complaints about outstanding repairs and snagging following a decant, staff behaviour, delays to succession and a family member's housing…
202016598 Housing association
The Ombudsman found maladministration for failing to complete agreed heating repairs for 34 months, for poor complaint handling with delays and informal processes, and for inadequate record keeping. Service failure was…
202210892 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of a shared-ownership resident's request for a parking space. The landlord took over a year to clarify no spaces were available, gave…
202122004 Housing association
The Ombudsman found maladministration by Notting Hill Genesis for its poor response to a shared-ownership leaseholder's reports of fly tipping, unclean bin stores, and pest control issues over many months, and also for…
201909344 Housing association
The landlord was found to have maladministration for failing to replace windows within a reasonable time after committing to do so in October 2019, and for mishandling reports of ceiling mould following a roof leak by…
202104209 Housing association
The Ombudsman found service failure in the landlord's handling of ASB/subletting allegations, harassment/neighbour dispute, and mental health considerations, but no maladministration regarding the heating/hot water…
202109125 Housing association
The Ombudsman found no maladministration in the landlord's handling of the installation of a replacement shower chair for a disabled resident, nor in its handling of the related complaint. The landlord acted promptly,…
202214922 Housing association
The Ombudsman found maladministration in the landlord's handling of a window replacement that caused a leak into the property, and in its communication and complaint handling. The landlord's compensation offers at stage…
202012762 Housing association
The Ombudsman found maladministration by Notting Hill Genesis in its handling of a resident's transfer application, due to banding errors, misinformation, and an unreasonable change of approach that hampered the…
202206159 Housing association
The Ombudsman found that Notting Hill Genesis offered reasonable redress across all four complaint heads: missed appointments, delay in shrubbery work, service charge communication, and complaint handling. The landlord…
202120755 Housing association
The Ombudsman found maladministration for the landlord's handling of communal window concerns (vague instructions, failure to implement agreed action) and ASB reports (no records, no proactive action beyond mediation).…
202208938 Housing association
The Ombudsman found maladministration in the landlord's handling of a resident's report of domestic noise from a neighbour's property, and service failure in its record keeping. The landlord took some reasonable steps…
202201557 Housing association
The Ombudsman found no maladministration in the landlord's handling of an emergency property transfer and access to temporary accommodation following a serious gang-related incident, as the landlord acted appropriately…
202119211 Housing association
The Ombudsman found that the landlord offered reasonable redress for failing to communicate a previously agreed transportation arrangement for the resident (a wheelchair user) to view a property, and for delays and…
202011240 Housing association
The Ombudsman found reasonable redress in the landlord's handling of noise nuisance and ASB reports, as the landlord acknowledged service failings and offered £550 compensation. However, there was service failure in…
202200857 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's rehousing request (significant delays, failure to process on medical grounds, poor communication) and in its record keeping. Service…
202127696 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of being unable to bid for larger properties on the Locata system, taking 13 months to resolve the issue. Maladministration was…
202005633 Housing association
Severe maladministration for failing to address damp and mould over nearly two years, including a 16-month roof repair delay and 22-month door replacement delay, and for ignoring resident vulnerabilities. Also severe…
202221363 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to a communal entrance door lock due to poor communication and a missed appointment, ordering £130 compensation, while accepting the landlord's…
202216683 Housing association
The Ombudsman found no maladministration by Notting Hill Genesis regarding its handling of a resident's request to clean and resurface the communal front garden, as the tenancy agreement placed responsibility for the…
202200847 Housing association
The landlord incorrectly rejected the resident's bid on a property and logged it as a non-attendance at viewing. It also delayed its complaint responses. The landlord apologised, corrected its records, changed its…
202213047 Housing association
The Ombudsman found no maladministration by Notting Hill Genesis in its response to the resident's request for a repeat asbestos survey, as it reasonably relied on independent assessor certification confirming the area…
202112438 Housing association
The Ombudsman found severe maladministration for the landlord's complaint handling (failing to address key issues, informal handling, procedural unfairness) and maladministration for its handling of decants (leaving the…
202215893 Housing association
The Ombudsman found maladministration by Notting Hill Genesis for a 4-month delay in issuing a deed of assignment after a mutual exchange, leaving the resident without security of tenure. However, the landlord's offer…
202225734 Housing association
The landlord's lift repeatedly broke down over several months, affecting a vulnerable resident, taking far longer than expected to fully repair, but its offer of £500 compensation was reasonable redress that resolved…
202212007 Housing association
The landlord made an accounting error in the resident's service charge account but identified and corrected it within 24 hours, with no cost to the resident. However, the landlord's complaint handling was delayed at…
202201501 Housing association
The Ombudsman found service failure in the landlord's handling of reports of others parking in the resident's designated disabled parking bay, as it did not do enough to address the issue or consider reasonable…
202125601 Housing association
The landlord was found to have maladministration for failing to consider replacing a repeatedly faulty communal door entry system, causing ongoing distress to the resident. It offered reasonable redress regarding the…
202115868 Housing association
The Housing Ombudsman determined that all aspects of the complaint were outside its jurisdiction because the resident occupies the property as temporary accommodation under Part VII Housing Act 1996, meaning the…
202119328 Housing association
The Ombudsman found maladministration in Notting Hill Genesis's handling of a shared owner's reports of sewage gases. The landlord delayed investigations for 7 months, gave incorrect information about lease…
202201499 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports about a faulty intercom system and visitor access concerns, nor in its complaint handling. The landlord responded promptly, arranged an…
202200147 Housing association
The Ombudsman found that the landlord had offered reasonable redress prior to investigation for complaints about staff conduct, record keeping failures, incorrect repairs advice, and complaint handling delays. The…
202206376 Housing association
The Ombudsman determined this complaint was outside its jurisdiction because the resident had not exhausted the landlord's internal complaints procedure regarding concerns about disabled access when the lift is out of…
202213890 Housing association
The Ombudsman found reasonable redress for errors in the shared ownership property advert (inflated costs shown, corrected promptly, £200 compensation offered and accepted) and no maladministration regarding…
202201185 Housing association
The Ombudsman found maladministration in the landlord's handling of a shared-ownership leaseholder's reports of drainage issues (sewage smells and noisy pipes) in a new build flat. There were significant delays in…
202124535 Housing association
The landlord gave the resident incorrect information about his eligibility for a rehousing scheme, causing delay and inconvenience. The landlord apologised, offered £300 compensation, and took steps to improve its…
202123314 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about service charges and a reported reduction in services, as the landlord had checked the charges, liaised with the…
202211147 Housing association
The Ombudsman found that the landlord's offer of £471 compensation for delays in providing a management pack during the sale of the resident's leasehold property was reasonable redress, as other factors outside the…
202114947 Housing association
The Ombudsman found reasonable redress for both complaint heads. The landlord delayed repairs to the resident's overheating property and had poor communication, but acknowledged its failings and offered compensation…
202113538 Housing association
The Ombudsman found maladministration for the landlord's response to ASB reports (failure to follow procedure) and cockroach reports (38-month ongoing infestation, disproportionate compensation). Service failure was…
202209777 Housing association
The Ombudsman found no maladministration by Notting Hill Genesis in its handling of the resident's report that her bicycle was stolen from a communal bike shed. The landlord had no repair obligation for uninstalled…
202105836 Housing association
The Ombudsman found maladministration for the landlord's inaccurate and poorly communicated service charge billing over an extended period, and maladministration for delays in complaint handling (particularly at stage…
202124961 Housing association
No maladministration in the landlord's handling of the resident's staircasing application; the resident was advised not to proceed without an EWS1 and chose to do so. Reasonable redress was offered for customer service…
202117594 Housing association
The Ombudsman found maladministration in the landlord's level of redress (compensation was inadequate for over 6 years without heating), its complaint handling (failure to act on a 2017 complaint and delays), and its…
202114679 Housing association
The Ombudsman found reasonable redress for the landlord's service failure regarding scaffolding left in place for 10 months (Sep 2020 – Jul 2021) and poor communication, as the landlord apologised and offered £550…
202122026 Housing association
The Ombudsman found that the landlord offered reasonable redress for how it handled reports of a leak into the resident's property, having responded promptly, repaired the leak and damage within timescales, and offered…
202207986 Housing association
The Ombudsman found service failure in the landlord's handling of drainage repairs due to delays, missed appointments, and poor communication between November 2021 and July 2022. However, there was no maladministration…
202104974 Housing association
The Ombudsman found no maladministration in the landlord's handling of queries about the rent account, but found maladministration in its handling of the resident's request for a service charge breakdown (delayed…
202201897 Housing association
The landlord delayed heating/hot water repairs for nearly 4 months but offered £650.90 compensation plus £50 goodwill, which the Ombudsman found to be reasonable redress. The shower repair was 1 day late with £40…
202205545 Housing association
The Ombudsman found the complaint about the rent increase was outside its jurisdiction. There was no maladministration regarding the landlord's response to building insurance concerns. However, there was service failure…
202122043 Housing association
The Ombudsman found service failure by Notting Hill Genesis in its response to a shared-ownership leaseholder's reports of drainage issues in an en-suite bathroom. There was an initial delay of over two months in…
202006766 Housing association
The Ombudsman found no maladministration in the landlord's response to complaints about the intercom, bins blocking access, emails from concierge staff, a lighting incident, staff removal, CCTV, refuse bins, service…
202203445 Housing association
The landlord imposed contact restrictions on the resident without following its own policy or good practice — it failed to give prior warnings, attempt a voluntary agreement, or provide clear examples. The Ombudsman…
202102541 Housing association
The Ombudsman found maladministration in the landlord's response to reports of an external wall repair following a roof leak and to reports of anti-social behaviour; service failure regarding faulty CCTV and delay in…
202114098 Housing association
The Ombudsman found maladministration by Notting Hill Genesis for an unreasonable 17-month delay in issuing the final accounts for the 2019/20 service charge, and ordered £250 compensation. A separate complaint about…
202200330 Housing association
The Ombudsman found severe maladministration for the landlord's handling of reports about unsafe bedroom windows, which took 16 months to resolve despite serious safety concerns raised by its own contractor. The…
202122700 Housing association
The landlord was found to have maladministration for failing to complete agreed bathroom remedial works and for poor complaint handling. The landlord acknowledged failings at stage one and stage two but did not carry…
202113786 Housing association
The Ombudsman found reasonable redress regarding the landlord's response to the resident's transfer request, as the landlord exercised discretion to proactively seek alternative accommodation and offered compensation.…
202108980 Housing association
The landlord was found to have maladministration for its failure to investigate and resolve ongoing water ingress into the resident's flat after roof repairs in late 2019, causing 21 months of intermittent leaking,…
202117181 Housing association
The landlord's handling of heating and hot water repairs was found to have been satisfactorily resolved by its offer of £870 compensation (reasonable redress), but its complaint handling was a service failure due to…
202121009 Housing association
The landlord issued an erroneous Notice of Seeking Possession after the resident had already provided access for an electrical safety check. The Ombudsman found service failure but determined that the landlord's…
202105526 Housing association
The Ombudsman found reasonable redress by the landlord in its handling of pest infestation reports, dampness reports, and the related complaint. The landlord had delayed in responding to the mouse infestation and in…
202118481 Housing association
The Ombudsman found reasonable redress for service failures in the landlord's response to a communal door repair (delays and poor communication) and its complaint handling (significant delay in escalating the complaint,…
202005440 Housing association
The Ombudsman found reasonable redress for the landlord's response to repairs (flooring delays and poor communication, with £815 compensation offered), and no maladministration for communal maintenance, parking, or ASB.…
202112545 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the sale of the resident's shared ownership leasehold property. The landlord acknowledged service failures (delayed response to the resident's…
202012006 Housing association
The Ombudsman found that the landlord offered reasonable redress for multiple service failures including a 7-month complaint handling delay, poor communication, and failures to respond to repair reports. The landlord's…
202102134 Housing association
The Ombudsman found no maladministration by Notting Hill Genesis in its handling of the resident's reports of noise nuisance. The landlord reasonably determined the noise was typical domestic living noise, took…
202011089 Housing association
Service failure: the managing agent mishandled the resident's concerns about neighbour's flooring alterations and the landlord failed to take ownership. The landlord's final review appropriately acknowledged failings…
202123670 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of garden fence repairs. Although the landlord initially reasonably disputed responsibility, after agreeing to carry out the repair there…
202119278 Housing association
The Ombudsman found maladministration in the landlord's response to a roof leak, due to poor record-keeping, failure to provide a dehumidifier for over 2 months despite the resident's health vulnerabilities, and…
202118975 Housing association
The Ombudsman found no maladministration by Notting Hill Genesis in its response to a resident's reports of noise nuisance from gardening contractors maintaining the communal garden. The landlord investigated…
202109990 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's housing application. The landlord responded promptly, explained its allocation policy, apologised for any lack of clarity, and had…
202012575 Housing association
The Ombudsman found the data breach complaint was outside its jurisdiction (matter for the ICO), and the garden wall repairs complaint was also outside jurisdiction as it had not been through the landlord's complaints…
202014370 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould issues, as the underlying cause remained unresolved for at least two years despite being a known block-wide problem. The landlord was…
202113375 Housing association
The Ombudsman found that the landlord offered reasonable redress for a severely delayed skylight repair (181 working days) and for its response to staff conduct allegations, considering the pandemic context. A separate…
202014057 Housing association
The Ombudsman found service failure by Notting Hill Genesis in its handling of rent arrears recovery action. The landlord could not demonstrate it had contacted the resident about accumulating arrears before serving a…
202001714 Housing association
The Ombudsman found service failure in the landlord's response to ASB from Neighbour A (poor record-keeping, delayed risk assessment, no action plans) and service failure in its response to noise-related ASB from…
201915134 Housing association
The Ombudsman found reasonable redress: the landlord delayed in responding to the resident's enquiries about gas safety checks but acknowledged the delays, apologised, and awarded £100 compensation. The landlord's…
202101616 Housing association
The Ombudsman found reasonable redress for the landlord's handling of a toilet repair (significant delay, missed appointments, but appropriate apology and compensation offered), and service failure for the landlord's…
201909973 Housing association
Maladministration for taking ~12 months to remove an agreed write-off from the rent account, failing to provide a clear service charge breakdown, not removing the PYB as promised, and inadequately investigating an…
202105452 Housing association
The Ombudsman found service failures in the landlord's handling of ASB reports, communication about a neighbour's unauthorised fence/shed, repair issues (water ingress, kitchen works, damp and mould), and the resident's…
202111991 Housing association
The Ombudsman found no maladministration by Notting Hill Genesis in its handling of repairs following a water leak, the resident's stay in temporary accommodation, or reports about staff behaviour. The landlord acted…
202102678 Housing association
The Ombudsman found that the landlord's offer of £545 compensation and commitment to complete the outstanding door repair constituted reasonable redress, resolving the complaint satisfactorily. Delays were partly due to…
201911322 Housing association
The Ombudsman determined the complaint about the landlord's handling of the resident's property transfer request was outside its jurisdiction because the resident had not exhausted the landlord's internal complaints…
202011274 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of harassment by the resident's neighbour, as the landlord responded appropriately to the one evidenced incident. However, there was service…
202013052 Housing association
The Ombudsman found maladministration by Notting Hill Genesis for failing to properly respond to a resident's report of a broken front door. The landlord did not investigate a 2019 job record, missed opportunities to…
202010653 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress for its handling of a hot water loss and its delayed complaint responses. The landlord repaired the boiler in line with its obligations, and the…
202101988 Housing association
The Ombudsman found service failure by Notting Hill Genesis in its response to the resident's reports of ASB, noise nuisance and flooring concerns, due to poor communication and failure to manage expectations. Service…
202100607 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request for an EWS1 certificate, as the landlord had taken reasonable steps to comply with Government guidance and communicated with…
202100524 Housing association
The Ombudsman found reasonable redress for delays in replacing the communal carpet (16 months) and for delays in repairing a fire door, communal lighting and paving slabs, as the landlord apologised, took action and…
202014951 Housing association
The landlord delayed completing repairs to the resident's wet room (leak from above, missed appointments, poor communication) and offered £514.60 compensation. However, it then failed to process that payment for 10…
201914804 Housing association
The landlord originally offered £250 compensation for delays in handling complaints about fire alarm testing, shower repairs and antisocial behaviour. The resident did not accept at the time, and when they later…
202014860 Housing association
The Ombudsman found that the landlord failed to properly advise the resident about making a liability claim for carpet damage caused by two leaks, but during mediation the landlord acknowledged the service failure,…
202007671 Housing association
The Ombudsman found service failure in the landlord's level of redress for its acknowledged failures in responding to kitchen repairs, because it calculated compensation for loss of the kitchen at 25% of weekly rent…
202106285 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's requests for bathroom repairs, kitchen upgrade, new boiler, front door replacement, and crack repairs. The landlord offered…
202012921 Housing association
The Ombudsman found that the landlord made reasonable redress for its handling of a gas safety check (communication breakdown leading to a missed appointment and a threatening legal warning) and for its complaint…
202106348 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident sought a finding of liability for theft of bikes from a garage, which is a matter for the courts and police, not the Ombudsman.
202103280 Housing association
The Ombudsman found no maladministration by the landlord regarding its response to a resident's request to renew a parking permit, as parking was not included in the tenancy agreement. The landlord had shown good…
202007417 Housing association
The Ombudsman found that the landlord's handling of the resident's defective floorboards was a service failure, taking over 14 months to complete repairs. The landlord's communication failures and delays in complaint…
202100770 Housing association
The Ombudsman found no maladministration in the landlord's handling of an ASB report (February 2021) or the resident's management transfer request. The landlord responded promptly, liaised with Police and mental health…
202108267 Housing association
The Ombudsman determined the complaint about the landlord's CMARAC referral in 2019 was outside its jurisdiction because the matter had already been subject to legal proceedings, had been previously determined by the…
202013079 Housing association
The Ombudsman determined this complaint was outside its jurisdiction because resolving the dispute about whether the landlord must grant permission to convert the property requires interpretation of the lease terms,…
201811579 Housing association
The Ombudsman found no maladministration in the landlord's handling of excessive heat reports (multiple inspections found no fault) or the issuing of a Notice of Seeking Possession (appropriate following a harassment…
201915560 Housing association
The Ombudsman found service failure for the landlord giving incorrect information about the defect period, but no maladministration regarding the parking space location. The landlord's offers of £836 for heating/hot…
201905832 Housing association
The Ombudsman found no maladministration in the landlord's refusal to assign full ownership of a shared ownership property to the resident, as the lease contained no such provision. However, the landlord's complaints…
202007768 Housing association
The Ombudsman determined the complaint was outside its jurisdiction under paragraph 39(i) of the Scheme, as the core issues — the reasonableness of proposed works and service charges, and the level of the reserve fund —…
202016415 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress (vouchers, cleaning, apology and £50 compensation) in response to the resident's concerns about paintwork and bathroom condition at the start of…
202008430 Housing association
The Ombudsman found service failure by Notting Hill Genesis for delays in resolving the resident's shower plumbing issues (unreasonable delay of several months including a 3-month gap with no work) and for failing to…
202014007 Housing association
The landlord failed to follow its own policy when the resident reported that its contractor damaged her personal belongings, instead investigating it as a complaint rather than signposting her to make a liability claim,…
202014861 Housing association
The landlord delayed unreasonably for several years in resolving the resident's concerns about cleaning, decorations and security of a communal lobby, but its subsequent apologies, service charge credit, service…
202002474 Housing association
The Ombudsman found service failure by Notting Hill Genesis for failing to reinvestigate ongoing leaks after initial repairs and for significantly delaying payment of promised temporary accommodation costs, and for…
201915709 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of a blocked sink, as it acted in line with its repairs policy and took reasonable steps including contractor visits and a specialist…
202006957 Housing association
The Ombudsman determined that the complaint about a parking space not being included in the purchase of a shared-ownership property was outside its jurisdiction. The dispute concerns the terms of the original sale,…
201913034 Housing association
The Ombudsman found reasonable redress by the landlord regarding both its handling of boiler repairs and its complaint-handling. There was a service failure in the initial misdiagnosis of the boiler fault and…
202009450 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress which resolved the complaint about its response to a neighbour installing a gate across a communal path. The landlord initially gave conflicting…
202002199 Housing association
The Ombudsman found no maladministration regarding the landlord's response to repairs (the resident refused access as she wanted a transfer) and no maladministration regarding the transfer request (the landlord acted…
201909608 Housing association
The Ombudsman found no maladministration regarding the landlord's response to ASB reports, data breach allegations, and a water leak. Service failure was found regarding delays in responding to reports of subsidence,…
202000349 Housing association
The Ombudsman found no maladministration regarding the landlord's handling of adaptation requests, as delays were due to the local authority's DFG process. However, the landlord offered reasonable redress for its poor…
202002556 Housing association
The Ombudsman found maladministration by Notting Hill Genesis for its handling of a resident's reports of intermittent hot water flow over 21 months. The landlord failed to proactively investigate the underlying cause…
202008956 Housing association
The Ombudsman found no maladministration by Notting Hill Genesis in handling the resident's reports of a sewage-like smell in her kitchen. The landlord responded promptly to each report and arranged contractor visits,…
202009594 Housing association
The landlord offered reasonable redress for its poor communication and delay in responding to the resident's report of a communal fire alarm fault, awarding £240 compensation. There was no maladministration regarding…
202008840 Housing association
The Ombudsman found that the landlord made a satisfactory offer of redress following intervention, resolving complaints about repairs to an internal windowsill and wall, and associated complaint handling. The landlord…
201814438 Housing association
The Ombudsman found no maladministration by Notting Hill Genesis regarding the property offered to the resident following an emergency transfer request after a serious neighbour incident. The landlord acted reasonably…
201813837 Housing association
Maladministration for failing to investigate conflicting safety assessments of a boiler; service failure for a 10-day delay in reporting a carbon monoxide incident and leaving the resident without heating over…
202008834 Housing association
The Ombudsman found that the landlord offered sufficient redress (£4,099.53 including rent/service charge write-off and compensation for poor customer care and complaint handling) for its acknowledged failings following…
202002469 Housing association
The Ombudsman found no maladministration by Notting Hill Genesis in its handling of a leaseholder's concerns about a fire sprinkler system leak. The landlord acted appropriately by investigating, chasing the…
202001199 Housing association
The Ombudsman found reasonable redress for failures in rent account administration (lack of contact about rising arrears and delayed referral to welfare benefits support) and complaint handling (delayed stage one…
202009202 Housing association
The Ombudsman found no maladministration by Notting Hill Genesis regarding either the condition of the resident's kitchen or the handling of fence repairs. The landlord followed its procedures for kitchen renewal…
202008951 Housing association
The Ombudsman found that the landlord offered reasonable redress for its failures in changing the parking policy without consulting residents and for poor communication, including wrongly advising the resident she would…
202010053 Housing association
The Ombudsman found that the landlord made reasonable redress to the resident regarding its handling of a heating test and the compensation offered. The landlord acknowledged communication failings, apologised, and…
201914026 Housing association
The Ombudsman found reasonable redress for service failures across six complaint issues (rent statements, electricity meter cupboard key, heating help information, complaints policy copy, window post-inspection, and…
202008442 Housing association
The Ombudsman found no maladministration by the landlord in its handling of a complaint made by a Property Management Agent about the resident's behaviour. The landlord was entitled to investigate the allegation and…
201912129 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's heating/hot water repair and bathroom door repair, but found service failure in the landlord's response to the bathroom extractor fan…
202000896 Housing association
The Ombudsman found reasonable redress by the landlord regarding its decision to telephone the resident outside the agreed contact arrangement, the conduct of its staff during the call, and its complaint-handling…
201902173 Housing association
The Ombudsman found service failure in the landlord's handling of noise reports (not offering sound recording equipment sooner), ASB (delays meeting parties), and leak repairs (delays addressing source and drying). The…
201909347 Housing association
The Ombudsman found maladministration in the landlord's handling of ongoing water outages (lasting from at least October 2019), service failure in its response to security failures and in its complaint handling…
201911186 Housing association
The Ombudsman found service failure by Notting Hill Genesis for delays in completing repairs to the resident's windows and doors (eight months), delays in resolving intermittent hot water issues (four months), and poor…
202001127 Housing association
The Ombudsman found no maladministration by Notting Hill Genesis in its response to the resident's reports of a lost satellite signal. The landlord attended the same day, kept the resident informed, and completed the…
202002298 Housing association
Following a leak that required the resident to be decanted, the landlord made errors in applying credits and compensation to the rent account and delayed processing payments. The landlord offered £200 compensation and…
201811046 Housing association
The Ombudsman found no maladministration in the landlord's handling of repairs to windows, back door and flooring, and kitchen renewal, as delays were mainly due to disputes between the parties. However, there was…
202007739 Housing association
The Ombudsman determined the complaint about window cleaning charges and compliance with a 2013 LVT ruling was outside its jurisdiction because the matter is or has been subject to legal proceedings and is more…
201911978 Housing association
The Ombudsman found no maladministration in the landlord's handling of noise-related ASB reports, as it took reasonable steps in line with its policies. However, the landlord acknowledged failings in handling the…
201915534 Housing association
The Ombudsman found maladministration by Notting Hill Genesis for its poor management of the resident's rent account, including failing to provide a payment card, failing to communicate clearly about arrears, and…
202007231 Housing association
The Ombudsman declined to investigate this complaint about the landlord's handling of a shared ownership resale application because it was referred more than 12 months after the landlord's final response, falling…
201806908 Housing association
The Ombudsman declined to investigate this complaint because it was referred more than 12 months after the landlord issued its final response on 15 November 2019, falling outside jurisdiction under paragraph 39(d) of…
202000089 Housing association
The Ombudsman found reasonable redress by the landlord regarding an unknown person gaining access to the resident's property during a decant period (the landlord changed locks and offered £615), no service failure…
201913098 Housing association
The landlord apologised for delays in complaint handling, accepted it had not always followed its ASB policy, offered £50 compensation, and installed a secure gate. Following mediation, the resident confirmed the…
201809422 Housing association
The landlord provided incorrect information to the resident about their right to buy their property, and there were delays in complaint handling. Following Ombudsman intervention, the landlord increased its compensation…
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