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 21 published decisions.
Nottingham City Homes Registered Provider Limited's maladministration rate (76%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202208244 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's mutual exchange application, as it acted lawfully and within policy. However, there was service failure in the landlord's complaint…
202217461 Housing association
The landlord was found to have a service failure for not completing two appointed repairs within its target timescales and not offering discretionary compensation for the delays. However, its handling of the resident's…
202213680 Local authority / ALMO / TMO
The landlord was found guilty of maladministration for failing to act on the resident's noise nuisance reports for approximately 18 months, not opening an ASB case, and not following its own policy. The landlord was…
202128079 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of damp and mould reports, due to lack of urgency, failure to consider the resident's vulnerabilities, poor record-keeping, and significant delays…
202209952 Local authority / ALMO / TMO
The landlord was found to have maladministration for failing to carry out agreed shed repairs and then wrongly refusing to do so based on the resident's later Right to Buy application. The landlord also had…
202118061 Local authority / ALMO / TMO
The Ombudsman found service failure by the landlord in its handling of repairs to a blocked toilet and a leaking front door, and in its record keeping. The landlord could not provide evidence it had properly…
202121216 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's request for a rehousing priority. The landlord processed the medical rehousing application appropriately, awarded Band A priority,…
202214529 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's handling of the resident's reports about damaged patio doors at the start of her tenancy (November 2021 to April 2022), including failing to keep records and…
202212049 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of repairs to the communal front door, which took around 7 months to resolve and involved poor record keeping. The landlord was ordered to pay £350…
202206302 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of a resident's reports of a water leak through the ceiling. The repair was delayed from January to July 2022, the landlord failed to communicate…
202123935 Local authority / ALMO / TMO
The Ombudsman found no maladministration by the landlord in handling the resident's concerns about the energy efficiency of her property and her request for insulation. The property's EPC band D was not substandard, and…
202202491 Local authority / ALMO / TMO
The landlord was found to have service failure in its handling of repairs to a leaseholder's window, due to poor communication, missed appointments, conflicting information and inadequate record-keeping. However, the…
202200629 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's reports of repeated lift breakdowns. The landlord was proactive, identified root causes, carried out repairs within reasonable…
202010867 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's handling of the front (fire) door replacement (unreasonable delays from November 2019 with the door still not replaced by October 2022), its handling of asbestos…
202200729 Local authority / ALMO / TMO
The landlord took over 13 months to complete roof tile repairs and failed to keep the resident updated. It also mishandled the complaint by closing it without evidence of the resident's agreement and failing to address…
202009510 Local authority / ALMO / TMO
No maladministration for noise-controlled area concerns. Severe maladministration for handling of multiple repair issues (heating, doors, windows, toilet, cladding, guttering, loft). Landlord failed to act on surveyor's…
202126630 Local authority / ALMO / TMO
The Ombudsman found service failure by Nottingham City Homes for its handling of communal roof repairs (failing to treat a hole in the roof as an emergency per its own policy, causing a two-month delay) and for its…
202109191 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of reports of uneven flooring (due to delay in consulting an Occupational Therapist and poor record keeping), service failure in its handling of front door…
202015815 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of reports of water ingress, damp and mould. The landlord resolved the emergency leak promptly, initiated follow-up inspections, and commissioned a…
202111043 Local authority / ALMO / TMO
The Ombudsman found no maladministration by the landlord in its handling of the resident's reports of a reoccurring leak from the property above. The landlord attended within policy timeframes, carried out multiple…
202004670 Local authority / ALMO / TMO
The landlord failed to progress extensive repairs reported by the resident when she moved into the property, took over five months to issue its final complaint response, and failed to ensure the tenancy agreement was…
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