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 59 published decisions.
Origin Housing Limited's maladministration rate (83%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202539912 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks into her property, which were not repaired within a reasonable timescale, and in its complaint handling, which was…
202337143 Housing association
Maladministration in handling of ASB reports where the landlord did not always follow its policy, failed to take sufficient action against the neighbour, and did not demonstrate effective partnership working. Reasonable…
202449971 Housing association
The landlord provided reasonable redress to the resident's complaints about staff conduct and its handling of her ASB reports, acknowledging a delay in seeking legal advice about an injunction and the unreasonable…
202431366 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's leak reports and service failure in its complaint handling. It ordered an apology, a contact order, and £3,025.92 compensation…
202522698 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak, which remained unresolved for over a year due to continued delays and failure to progress access to the property…
202438970 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a pest infestation, as it failed to carry out a pest treatment within its policy timescales after a July 2024 report. It found…
202510587 Housing association
The landlord accepted a "catalogue of failures" over about four months in responding to three leaks caused by blockages in a stack pipe, apologising and offering compensation for distress, inconvenience, damaged…
202419576 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about fire risk and remediation works to the balcony, having unreasonably delayed starting the works, and service failure in…
202329774 Housing association
The Ombudsman found no maladministration in the landlord's handling of the mutual exchange property condition, reasonable redress for its response to repair issues (including waiving rent and offering compensation), a…
202323038 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs for a bathroom leak and condensation, and in its handling of the associated complaint. The landlord failed to complete surveyor-recommended…
202416022 Housing association
Maladministration was found in the landlord's handling of multiple repairs in the property and in its handling of the resident's complaint. The landlord failed to evidence inspections, complete agreed works, confirm its…
202336564 Housing association
The Ombudsman found maladministration in the landlord's handling of leaks, damp and mould and the associated remedial works, and maladministration in its handling of reported structural damage; it found service failure…
202425920 Housing association
The Ombudsman found service failure in the landlord's response to the resident's request for information about his service charge costs, and maladministration in its complaint handling. The landlord must apologise, pay…
202325588 Housing association
The Ombudsman found maladministration in the landlord's handling of reports about the security of the communal cycle store (repairs not completed within its repairs policy timescales and poor communication), service…
202441080 Housing association
The landlord offered reasonable redress for its handling of a loss of hot water and for its handling of leaks, damp and mould. However, there was maladministration in its complaint handling, and the Ombudsman ordered…
202402061 Housing association
The resident complained about the landlord's response to damp and mould, repairs to the roof and bedroom ceiling, and complaint-handling. The Ombudsman found the complaint outside its jurisdiction because substantially…
202419390 Housing association
The Ombudsman found maladministration in the landlord's handling of responsive repairs, damp and mould (delays in inspections, poor communication, and repeated concerns about the standard of its contractor's work), and…
202332299 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports (delays to repairs, poor communication, and failure to properly pursue or complete work) and maladministration in…
202445269 Housing association
The Ombudsman found service failure in the landlord's handling of leaks into a leaseholder's property (unreasonable delays in progressing the Section 20 process and the roof repairs, and poor communication) and…
202347796 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of no heating and hot water and the associated repairs, and maladministration in its handling of the balcony door repair. It found reasonable…
202332476 Housing association
The resident complained about the landlord's handling of her reports of racial discrimination by a housing cooperative, poor communication, its oversight of the cooperative's responsibilities, and the associated…
202435202 Housing association
The Ombudsman found maladministration in the landlord's handling of outstanding roof repairs and of condensation and damp, which together took nearly two years to resolve despite the resident's known vulnerabilities. It…
202333666 Housing association
The Ombudsman found the landlord's offer of £250 redress for its poor handling of the resident's reported leak resolved that complaint satisfactorily (reasonable redress), given a 46-day leak that was mostly the…
202423067 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of excessive cold caused by a draught from the front door, and maladministration in its handling of the complaint. It…
202327448 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the communal front door, the tiling works to the building's front entrance, and its record keeping, driven by inaccurate and incomplete…
202339724 Housing association
The Ombudsman found maladministration in the landlord's handling of front door defects, due to a lengthy delay in replacing the door (with the landlord's £125 offer falling short of the £600 appropriate). It found the…
202416610 Housing association
The landlord failed to resolve long-running water ingress into the resident's flat and did not deliver the commitments made in its final response within a reasonable time, leading to a finding of maladministration. Its…
202425613 Housing association
The Ombudsman found severe maladministration in the landlord's handling of window repairs: it took far longer than its repairs policy timescales to fix the kitchen and hallway windows, failed to complete the bathroom…
202402900 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a sewage leak into the resident's flat and the associated temporary-move arrangements, and in its complaint handling. The landlord failed to…
202223894 Housing association
The Ombudsman found service failure regarding the resident not receiving window cleaning services he was charged for via his service charges, ordering £150 compensation.
202320468 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the communal front door, its handling of the resident's request for CCTV footage, and its record keeping. It found no maladministration in…
202342796 Housing association
The landlord's handling of reports of damp and mould was maladministration: despite an inspection finding extensive damp-related damage requiring immediate remedy, recommended repairs were not carried out within policy…
202330025 Housing association
The Ombudsman found severe maladministration in the landlord's handling of damp and mould, and maladministration in its handling of a manhole repair and external vent works, while finding reasonable redress for its…
202413912 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of being at risk from her ex-partner (domestic abuse), and service failure in its handling of outstanding repairs and the…
202304044 Housing association
The complaint concerned the landlord's handling of a request to refund a rent advance paid in June 2018. The Ombudsman determined the complaint was not within jurisdiction under paragraph 42.b. of the Scheme, as it was…
202223948 Housing association
The Ombudsman found maladministration in the landlord's response to reports of antisocial behaviour and a request for compensation, and service failure in its complaint handling. It ordered an apology and £650…
202321037 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the windows, front door, and damp and mould. Its communication after the December 2022 inspection was inadequate, creating an expectation…
202402576 Housing association
The landlord's handling of outstanding repairs (guttering, pathway and doors) was not appropriate but, having apologised and offered £840 compensation, amounted to reasonable redress. Its handling of reports of damp and…
202308589 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's boiler, which repeatedly broke down leaving the household without heating and hot water, with failures to meet repair…
202336436 Housing association
The resident reported damp and mould in her bedroom; the landlord's surveyor found severe damp caused by defective guttering and recommended urgent remedial works, but the repairs were not completed until over four…
202303657 Housing association
The Ombudsman found the landlord acted unreasonably in response to the shared owner's reports of disrepair, damp and mould, defective windows/back door and pest infestation: it failed to report ongoing problems to the…
202307848 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports from a neighbour and in its handling of the related complaint. The landlord failed to take proper ownership of the ASB,…
202231047 Housing association
The Ombudsman found maladministration in the landlord's handling of an urgent management transfer request following gang-related violence against the resident's son, citing delays of 6-9 months and lack of risk…
202128464 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports due to a lack of risk assessments, action plans, and regular communication, although enforcement action taken was reasonable. Service failure…
202208035 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of antisocial behaviour, due to poor record-keeping, failure to provide diary sheets promptly, and delay in opening an ASB case.…
202220930 Housing association
The Ombudsman found no maladministration in how the landlord supported the resident as a witness in an anti-social behaviour court case, noting it had already acknowledged related communication failings and paid £250…
202202128 Housing association
The landlord was found to have maladministration for its handling of repairs to the resident's garden (bamboo infestation causing damage over three years) and for its complaint handling. The landlord repeatedly failed…
202121339 Housing association
The Ombudsman found maladministration by Origin Housing Limited for poor communication (delayed/failed email responses, ignoring email-only request), complaint handling (112-working-day delay in stage two response,…
202004858 Housing association
The Ombudsman found that the landlord offered reasonable redress (£2,400) for its handling of damp and mould repairs, but found maladministration in its complaint handling due to excessive delays, poor communication,…
202123164 Housing association
Reasonable redress for handling of foul smells and flies (4-5 month delay but landlord apologised, offered £1,250, temporary accommodation, and obtained injunction). No maladministration for response to threats of…
202119837 Housing association
The Ombudsman found reasonable redress by the landlord for its handling of foul smells and fly infestations (initial 4-5 month delay, but then appropriate action including injunctions, compensation of £1,250, and…
202116215 Housing association
The Ombudsman found reasonable redress in all three complaint heads. The landlord failed to provide keys promptly, did not warn the resident about pre-existing smells and fly infestations from a neighbour's hoarding,…
202211585 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's disconnected telephone calls, as there was no evidence of service failure. However, the landlord's complaint handling had initial…
202205416 Housing association
The Ombudsman found service failure in how the landlord handled the resident's management transfer (due to confusion over information provided), but reasonable redress for the complaint handling, as the landlord…
202013540 Housing association
The landlord failed to repair a roof leak from November 2018 to June 2021, causing damp, mould and loss of use of a bedroom. The landlord's compensation offer of £7,225.56 was reasonable redress, but there was…
201809019 Housing association
The Ombudsman found maladministration by Origin Housing Limited for its delayed response to a resident's reports of banging and dripping noises from pipework (a nine-month delay in carrying out an inspection) and for…
202015788 Housing association
The Ombudsman found reasonable redress for the landlord's significant delays in responding to a kitchen leak and condensation pipe issue (the landlord offered £400 compensation). No maladministration was found regarding…
202005974 Housing association
No maladministration for the landlord's response to fire safety concerns affecting the property sale, as guidance did not apply to buildings under 18m when the property was marketed. No maladministration for declining…
201904893 Housing association
The Ombudsman found service failure by Origin Housing Limited in its consultation with residents before introducing a parking control scheme — it could not evidence proper consultation, rolled out a generic policy…
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