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 (81%) is broadly in line with the average for housing association (79%) across published Ombudsman determinations.
202207558 Housing association
The Ombudsman found reasonable redress, service failure, severe maladministration, maladministration in the landlord’s handling of The landlord delayed in responding at stage 2 of its complaints process.. Total…
202406891 Housing association
The Ombudsman found maladministration, reasonable redress, service failure, severe maladministration in the landlord’s handling of The landlord’s handling of the: a. Resident’s reports of subsidence and the associated…
202511433 Housing association
The Ombudsman found reasonable redress, maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports it misinformed her about the: Rent due in advance when…
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, service failure, severe maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of damp and mould. We have also considered the landlord’s…
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports about dampness, humidity and mould.. Total compensation ordered: £150.
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: An ongoing leak causing damp and mould. Her needing a kitchen replacement.…
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports about repairs to the property. Decision to not decant the resident during repair work. We will also…
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s requests to install a ramp on a communal path..
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…
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202324032 Phoenix Community Housing Association (Bellingham and Downham) Limited 12 May 2025 Our approach The Housing Ombudsman’s…
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s request for repairs to the front and rear fences, and side gate..
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of communications with the resident on her reports of damp and mould in the property..
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord's handling of: The resident’s reports about gases entering the property. The resident's concerns about whether the…
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Handling of repairs to resolve damp and mould. Decision not to decant the resident. Handling of the resident’s…
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s report about the condition of the walls in the property upon letting and her request to be reimbursed costs…
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about: A pest infestation; An outstanding repair; Staff conduct.. Total compensation ordered: £375.
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of: Reports of a leak and subsequent repairs, damp and mould in the resident’s property. The associated…
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s report of recurrent leaks from the property above..
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the bathroom extractor fan. Repairs to the back door. Damp and mould in the property..
The Ombudsman found service failure, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s repairs between 2012 – 2015. The landlord’s handling of the neighbour dispute…
The Ombudsman found reasonable redress, service failure in the landlord’s handling of This complaint is about how the landlord handled the resident's request that it dispense with the requirement to repay the Right to…
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns regarding: contractors attending during the COVID-19 pandemic. the level of contact from its…
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of overcrowding and difficulties experienced with the bidding process..
The Ombudsman found service failure, maladministration, reasonable redress in the landlord’s handling of The complaint is regarding: The landlord’s response to the resident’s report of a leak. The landlord’s complaint…
The Ombudsman found no maladministration, service failure in the landlord’s handling of : The landlord’s response to the resident’s reports of damage caused to the property following a leak. The landlord’s communication…
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