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 (66%) is broadly in line with the average for housing association (64%) 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 in the landlord's handling of reports of damp and mould: it failed to carry out all the investigations recommended by the independent surveyor, did not explain why it disregarded…
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 in the landlord's handling of the resident's repair requests and its communication with the developer, and in its associated complaint handling. The landlord promptly passed…
202431376 Housing association
The resident complained about the landlord's handling of antisocial behaviour reports. The Ombudsman determined the complaint was outside its jurisdiction because the matters had already been investigated and determined…
202331942 Housing association
The complaint concerned the landlord's handling of the resident's antisocial behaviour (ASB) and parking management reports and her associated complaints. The Ombudsman found failings and delays in the landlord's…
202341674 Housing association
The Ombudsman found service failure in the landlord's handling of reports of loss of heating and hot water, lift repairs, and bathroom repairs; maladministration in its handling of the resident's complaint; reasonable…
202324558 Housing association
The resident (a leaseholder) complained about the landlord's handling of faulty communal area lighting and her request for CCTV footage following a burglary/parcel theft. The Ombudsman found no maladministration in the…
202435323 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's concerns about the safeguarding team: it acted proactively and offered £200 compensation for a shortfall in explaining why multiple…
202317888 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of noise nuisance from a neighbour, citing poor communication and record-keeping and a failure to consider alternatives such as…
202401031 Housing association
The Ombudsman found service failure in the landlord's handling of reports of water ingress from exterior walls and windows, its response to the resident's request to claim on its liability insurance, and its complaint…
202319996 Housing association
The Ombudsman found no maladministration in the landlord's responses to the resident's queries about landscaping works, noise disturbance compensation, cladding works, a leaking balcony, communal…
202316792 Housing association
The complaint concerned the landlord's handling of the resident's concerns about the garden fence and an overgrown garden at the start of the tenancy. The Ombudsman found no maladministration, concluding the landlord…
202220069 Housing association
The Ombudsman determined that both parts of the complaint — concerning the resident's eviction and the removal/disposal of their belongings — were outside its jurisdiction. The eviction had been decided by a court, and…
202323378 Housing association
The Ombudsman found the landlord's handling of the boiler repair and the resident's reported increase in energy usage amounted to reasonable redress (a £100 offer the landlord should pay if not already done), service…
202331524 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of leaks, damp and mould and associated repairs (it took an unreasonable time to resolve electrical testing, did not follow its damp and mould…
202307090 Housing association
The complaint concerned the landlord's communication about rent increases and rent arrears for a shared owner, and its handling of the complaint. The Ombudsman found reasonable redress on the communication about rent…
202229979 Housing association
The Ombudsman found maladministration in the landlord's response to reports of antisocial behaviour from a neighbour and in its handling of the associated complaint, ordering £600 compensation, an apology, and staff…
202231408 Housing association
The Ombudsman found maladministration in the landlord's handling of the property's condition when let and its complaint handling, but reasonable redress for outstanding repairs, ordering £944 compensation and an apology.
202300483 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's damp and mould reports, due to unexplained and avoidable delay and a concerning lack of clear, detailed records showing its investigation…
201906790 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about a contaminated water system, but found maladministration in the handling of the installation of a replacement boiler,…
202110576 Housing association
The landlord was found to have service failure in handling the resident's ASB reports (delays, poor communication, failure to identify vulnerability) and maladministration in complaint handling (over 12-month delay,…
202204748 Housing association
The Ombudsman found no maladministration in the landlord's handling of a leak (resolved within policy timescales), but found service failure regarding a mice infestation because the landlord failed to signpost the…
202009320 Housing association
The Ombudsman found maladministration in the landlord's response to a leak (failure to investigate repeated blockages and failure to refer to insurers) and in its complaint handling (significant delays, poor recording).…
202016666 Housing association
The landlord was found to have maladministration for providing incorrect information about CCTV footage release, failing to provide the footage before the 30-day retention period expired, and not taking accountability.…
202107982 Housing association
The Ombudsman found service failure by the landlord regarding fire safety communication. The landlord failed to directly inform the leaseholder in a timely manner about remedial works affecting EWS1 certification,…
202100940 Housing association
The Ombudsman found service failure by the landlord for delays in carrying out recommended adaptation works (including a kitchen fan) and poor communication, as well as service failure for delayed and inadequate…
202008662 Housing association
The Housing Ombudsman determined that both complaints were outside its jurisdiction: the rehousing/medical grounds complaint falls under the Local Government and Social Care Ombudsman as it was handled via the Local…
202011305 Housing association
The Ombudsman found that the landlord provided reasonable redress for its handling of a garden fence repair and subsequent complaint. While the landlord made errors in fence specification and had communication failings…
201910835 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress (£450 total) for delays in repairing a water leak and damage to personal effects, including the highest level of compensation under its policy for…
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