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 26 published decisions.
Phoenix Community Housing Association (Bellingham and Downham) Limited's maladministration rate (62%) is broadly in line with the average for housing association (64%) across published Ombudsman determinations.
202207558 Housing association
The landlord made reasonable redress for its handling of a pest infestation by offering compensation and completing proofing works, but there was service failure due to a 24-working-day delay at stage 2 of its…
202406891 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of subsidence and associated repairs (unacceptable delays, poor communication, and structural works promised for March 2025 still outstanding),…
202511433 Housing association
The Ombudsman found reasonable redress in the landlord's handling of reports it misinformed the resident about the rent due in advance, and reasonable redress in its complaint handling. It found maladministration in the…
202315952 Housing association
The Ombudsman found reasonable redress in the landlord's response to reports of damp and mould and in its complaint handling. The landlord remedied the damp and mould, acknowledged repair delays and inconvenience,…
202016457 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould, as it placed blame on the resident, failed to properly record her vulnerabilities, and took too long to complete repairs.…
202418797 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the resident's reports of dampness, humidity and mould. The landlord acknowledged it failed to complete exterior-wall repairs within its 28-day…
202431391 Housing association
The Ombudsman found maladministration in the landlord's handling of an ongoing leak causing damp and mould, due to a roughly 5-month delay in acting, a further delay in assessing the neighbour's property, and poor…
202334224 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports about repairs and in its decision not to decant the resident during repair work, and found the landlord's offer of redress for…
202430029 Housing association
The Ombudsman found the landlord took too long to progress an assured tenant's request for a ramp on a communal path - about 42 months in total, including an almost two-year gap in action and delays at both complaint…
202325999 Housing association
The landlord failed to follow its hardship fund policy when initially rejecting the resident's application and did not explain the reason for rejection. It recognised the error, apologised, approved the application, and…
202324032 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's compensation request for replacement flooring, because it did not set out the resident's responsibility for floor coverings, did not ask…
202321234 Housing association
The complaint concerned the landlord's handling of the resident's request for repairs to the front and rear fences and side gate. The Ombudsman found service failure: the landlord did not recognise its failures or offer…
202338818 Housing association
The complaint concerned the landlord's handling of communications with an assured tenant about her reports of damp and mould. The Ombudsman found that, following the July 2023 settlement, the landlord communicated…
202324147 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports about gases entering the property and her concerns about whether the carbon monoxide alarms were working. It found service…
202400591 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould repairs, its decision not to decant the resident, its response to asbestos concerns and its complaint handling, and service failure in…
202234494 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's report about the condition of the walls upon letting and her request to be reimbursed for remedial plastering costs, and…
202301452 Housing association
The Ombudsman found maladministration in the landlord's response to an outstanding repair (it took over 5 months to replace two internal door frames, against its 28 day policy) and found the landlord's offer of redress…
202218933 Housing association
The landlord was found to have service failure for its handling of a leak and damp/mould repairs, with unreasonable delays from October 2021 to May 2024, poor record-keeping, and failure to proactively contact the…
202112913 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of a recurrent leak from the property above, which caused significant damage and loss of use of the resident's bathroom. The landlord's…
202121475 Housing association
The Ombudsman found that the landlord's offer of £200 compensation, made prior to investigation, resolved complaints about delays to repairs of the bathroom extractor fan and back door satisfactorily (reasonable…
202001538 Housing association
The Ombudsman found no maladministration regarding the landlord's investigation of the resident's harassment allegations against a Housing Officer, as reasonable steps were taken. However, service failures were found in…
202101157 Housing association
The Ombudsman found service failure by the landlord in how it handled the resident's request to waive repayment of their Right to Buy discount due to anti-social behaviour. While the landlord's decision to decline the…
202110343 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about contractors attending during the COVID-19 pandemic and about the level of contact from its contractors. The landlord…
202004846 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's reports of overcrowding and difficulties with the bidding process. The landlord had checked the resident's housing application,…
202013299 Housing association
The Ombudsman found reasonable redress on both complaint heads. The landlord's response to a leak report was reasonable overall, though communication could have been better; it offered a £100 goodwill gesture. The…
201908453 Housing association
The Ombudsman found no maladministration in the landlord's response to a leak (same-day attendance, temporary fix, correct advice on leaseholder responsibilities). The landlord offered reasonable redress (£400) for…
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