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 28 published decisions.
Ongo Homes Limited's maladministration rate (61%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202515554 Housing association
The Ombudsman found service failure in the landlord's response to the resident's request for repairs prior to purchasing the property, because it failed to investigate damp and mould with sufficient urgency given the…
202527256 Housing association
The Ombudsman found service failure in the landlord's handling of repair requests, primarily because its internal communication around the presence of asbestos prevented a radiator installation from being completed on…
202329815 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about parking and discrimination, as it acted in line with its policies and signposted to reasonable adjustment support.…
202514838 Housing association
The landlord offered reasonable redress in its handling of repairs to the bedroom following the resident's reports of damp and mould, with delays beyond policy timescales acknowledged and £350 compensation offered.…
202408120 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's request for fences and garden clearance, noting the landlord's apology, reflection, £1,100 compensation offer, and commitment to…
202339800 Housing association
The complaint about the landlord's communication regarding a recharge for a replacement rear door (damaged by an installed cat flap) was resolved with the Ombudsman's intervention. The landlord agreed to pay £200…
202325287 Housing association
The landlord failed to inspect the resident's reported toilet blockage within the emergency timescale in its maintenance policy, did not respond to the resident's report of damage to the kitchen wall and skirting boards…
202327435 Housing association
The Ombudsman found no maladministration in the landlord's handling of the property's condition at tenancy sign up, maladministration in its handling of repairs, and service failure in its complaint handling. The…
202327433 Housing association
The complaint concerned the landlord's handling of the resident's reports that her computer monitor was damaged by its contractors during a radiator installation. The Ombudsman found no maladministration, as the…
202322948 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of anti-social behaviour (including delays, failure to follow its ASB policy, delay completing a risk assessment, failure to…
202315596 Housing association
The Ombudsman found maladministration in the landlord's handling of garden works, including failing to follow up as promised, delaying provision of grass seed, failing to confirm agreed works in writing, and delaying…
202310887 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of anti-social behaviour by her neighbour. It concluded the landlord acted reasonably and in line with its policies,…
202310362 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's tree maintenance request, gate alteration request, and associated complaint. There was an 8-month delay cutting the tree with little…
202305459 Housing association
The Ombudsman found service failure in the landlord's handling of reports of recurring blocked drains, as it failed to act on its contractor's findings in 2022 and co-ordinate with the water company on the resident's…
202229742 Housing association
The Ombudsman found that issues about the length of time to carry out boiler repairs and the resident's compensation request fell outside its jurisdiction, and found no maladministration in the landlord's response to…
202231174 Housing association
The Ombudsman found maladministration in the landlord's handling of long-running damp and mould reports and its complaint handling, and service failure in its handling of the resident's decant, ordering £1,450…
202219039 Housing association
The Ombudsman found service failure in the landlord's handling of delays progressing the residents' Right to Acquire application. The landlord took 15 weeks to respond to three solicitor queries (far longer than the 2-3…
202211954 Housing association
The Ombudsman found maladministration by Ongo Homes for failing to present the property to a lettable standard and for unreasonable delays in completing repairs to the garden, fencing, extractor fan, boiler, drainage,…
202209377 Housing association
The Ombudsman found reasonable redress for the condition of the property when let (the landlord apologised and offered £300 compensation for the garden and inconvenience). However, severe maladministration was found for…
202212483 Housing association
The Ombudsman found maladministration for the landlord's handling of boiler repairs, where the resident was left without heating for 16 days in winter without alternative arrangements or effective communication. Service…
202204205 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of decoration and banister repair issues, awarding £155.60 compensation. However, there was maladministration in the landlord's complaint…
202209615 Housing association
The Ombudsman found service failure by Ongo Homes Limited regarding its handling of a resident's request to remove solar panels from his property. The landlord failed to communicate effectively about pigeon-proofing…
202124519 Housing association
The Ombudsman found that the landlord's offer of £100 compensation for failing to inspect the resident's storage heaters in May 2021 and for a delayed complaint response (24 working days late) constituted reasonable…
202113036 Housing association
The Ombudsman found no maladministration by Ongo Homes in its response to the resident's reports of antisocial behaviour or in its handling of counter-allegations made against the resident. The landlord acted reasonably…
202108801 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's request to keep a dog in her flat. The landlord correctly applied its tenancy terms and pet policy, which prohibit dogs in flats…
202104050 Housing association
The landlord was found to have maladministration for its handling of the resident's reports of rat infestations over a three-year period, including initially wrongly advising the resident it was her responsibility,…
202015902 Housing association
The landlord initially told the resident that rodent infestation in her loft was her responsibility, and its contractor failed to identify the problem, leading the resident to hire her own pest control. The landlord…
202004563 Housing association
The Ombudsman found no maladministration by Ongo Homes in its response to a resident's reports of roof leaks causing water ingress. The landlord attended promptly, undertook remedial work, sought specialist advice, kept…
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