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 35 published decisions.
Poplar Housing and Regeneration Community Association Limited's maladministration rate (77%) is broadly in line with the average for housing association (79%) across published Ombudsman determinations.
202537358 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a communal lift due to inaccurate record keeping, failure to recognise the true duration of the outage, and lack of consideration of the…
202527953 Housing association
The Ombudsman found maladministration in the landlord's response to reports of ASB, as it failed to respond within required timescales, did not complete risk assessments or action plans, and showed poor record keeping.…
202403429 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of noise nuisance, as it investigated and responded in line with its ASB policy. However, it found service failure in the…
202537310 Housing association
The Ombudsman found maladministration in the landlord's handling of requests for adaptations and repairs, due to prolonged delay, poor record-keeping and failure to act on inspection findings from October 2024 onwards,…
202530359 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports that the property was too hot, due to delays in arranging a surveyor inspection, poor communication and inadequate record…
202451639 Housing association
The complaint about rent and service charge levels was outside jurisdiction. No maladministration was found in the landlord's handling of noise reports, as it responded promptly and appropriately. The landlord…
202520033 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s response to reports of damp and mould in the property. We have also considered the landlord’s…
202516705 Housing association
The landlord offered reasonable redress for its handling of the resident's reports about communal fire safety works and the associated formal complaint. The landlord acknowledged shortfalls in communication and…
202515615 Housing association
The Ombudsman found reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Repair requests and its communication with the developer…
202431376 Housing association
The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of ASB reports. Our decision (determination) The complaint about the landlord’s handling of…
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s antisocial behaviour (ASB) and parking management concerns, and her associated complaints..
The Ombudsman found service failure, reasonable redress, no maladministration, maladministration in the landlord’s handling of the landlord’s handling of: A loss of heating and hot water. Lift repairs. The resident’s…
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of The resident’s complaint is about the landlord's handling of and response to: her reports of faulty external communal area…
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about: The safeguarding team. Rent arrears.. Total compensation ordered: £200.
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of noise nuisance caused by her neighbour.. Total compensation ordered: £150.
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of and response to the resident’s: Reports of water ingress from exterior walls and windows. Reports of…
The Ombudsman found no maladministration, service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s: queries about landscaping works. request for noise disturbance…
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about the garden fence..
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s eviction. The removal of the resident’s belongings..
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of: The repair required to the resident’s boiler and the resident’s reported increase in energy usage. The…
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports about communal lighting. Reports of leaks, damp and mould, and…
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s communication on rent increases and rent arrears. The Ombudsman is also investigating the landlord’s handling of the…
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from a neighbour. Associated complaint..
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s: Handling of the condition of the property when it was let. Handling of outstanding repairs. Complaint handling..…
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlords handling of: The resident’s reports of damp and mould in her property. The associated complaint that the resident made…
The Ombudsman found no maladministration in the landlord’s handling of REPORT COMPLAINT 201906790 Poplar Housing And Regeneration Community Association Limited 14 December 2023 Our approach The Housing Ombudsman’s…
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB); request to be rehoused;…
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a: Leak in the property. Mice infestation in the property..
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s report of a leak. Decision not to offer compensation in respect of damage caused to the…
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Handling of the resident’s request for CCTV footage, following damage to his vehicle, and his subsequent request for…
The Ombudsman found service failure in the landlord’s handling of the landlord’s fire safety communication and its response to the resident’s request to reimburse costs for an unsuccessful re-mortgage.. Total…
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of works required at the property, specifically, the resident is dissatisfied with delay to carrying out works regarding a…
The Ombudsman found mediation settlement in the landlord’s handling of The resident complains about: How the landlord handled her request for rehousing on medical grounds, including its communication and the time taken…
The Ombudsman found reasonable redress in the landlord’s handling of The resident complains about the garden fence that the landlord provided, its subsequent decision not to replace this with the same type that had been…
The Ombudsman found service failure, maladministration in the landlord’s handling of the level of compensation awarded by the landlord in respect of delays in repairs and damaged personal effects..
Landlord Monitor feature
Landlord Monitor tracks your organisation's record, benchmarks you against peers and sends early-warning alerts the moment a new determination is published.