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.
Regenda Limited's maladministration rate (54%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202402148 Housing association
The Ombudsman found reasonable redress in the landlord's response to ASB reports and in its complaint handling, and no maladministration in its response to concerns about a lack of support. The landlord awarded £1350 in…
202508752 Housing association
The Ombudsman found maladministration in the landlord's handling of asbestos/property condition/repairs and parking issues, and service failure in its handling of leaks and roof repairs, ASB reports, concerns about…
202513252 Housing association
The Ombudsman found maladministration in the landlord's handling of concerns about rubbish in the communal hallway and associated fire risk, and service failure in its handling of reports of ASB, concerns about staff…
202405086 Housing association
The complaint about the increase and reasonableness of the service charge is outside the Ombudsman's jurisdiction, as such matters are better placed for the First-tier Tribunal or court. The Ombudsman found no…
202422719 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's antisocial behaviour reports (its communication with the police lacked urgency, it completed no action plans, it failed to tell the…
202442519 Housing association
The complaint about the landlord's response to concerns regarding a neighbour's shed was determined to be outside the Ombudsman's jurisdiction. The resident passed away after referring the complaint, and his wife, who…
202421753 Housing association
The Ombudsman found the landlord made an offer of redress prior to investigation which resolved the complaint about its handling of works to the resident's wet room and the resident's concerns about the quality of those…
202410650 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the resident's kitchen cupboard hinges and in its response to the resident's gutter clearance enquiry, but no maladministration in its…
202323400 Housing association
The complaint concerned the landlord's response to the resident's request for a refund of costs incurred when moving out of her previous property following anti-social behaviour. The Ombudsman found no…
202312917 Housing association
The Ombudsman found the resident's report of an outstanding toilet leak repair was outside jurisdiction (not exhausted through the landlord's complaints process). It found reasonable redress in the landlord's handling…
202300456 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the installation of an additional handrail/banister on a communal staircase. It accepted the landlord should have told residents in…
202410072 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of a leaking/blocked toilet and damp and mould. It identified delays and failures (including unexplained delays completing…
202342306 Housing association
The complaint concerned the landlord's response to a hallway leak and to reports of bedroom damp. The Ombudsman found the landlord's offer satisfactorily resolved the leak complaint (reasonable redress), while the damp…
202342661 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of damp and mould and its handling of associated repairs, noting delays in diagnosis and remedial action, missed opportunities to…
202339792 Housing association
The landlord's handling of the resident's reports of anti-social behaviour from a neighbour amounted to maladministration: it failed to take meaningful or early action under its ASB policy, missed early intervention…
202339912 Housing association
The complaint concerns the landlord's response to the resident's requests for updates about repairs, reports of a leak into the bedroom with associated damp and mould, and repairs to the front door and external…
202211479 Housing association
The Ombudsman found maladministration in the landlord's handling of outstanding repairs and decoration following damp and mould work, due to significant delays (80 days beyond policy), poor communication, failure to…
202220342 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's concerns about low property temperature and a front door replacement, as the landlord eventually replaced radiators and the door and…
202219696 Housing association
The Ombudsman found no maladministration in the landlord's handling of the disconnection of the resident's gas fire during an annual safety check, nor in its response to the request to reconnect it. The landlord acted…
202321067 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's request for assistance with two meter point reference numbers (MPRNs) wrongly attached to the property. The landlord…
202210503 Housing association
The Ombudsman found reasonable redress for the landlord's handling of a broken boiler (it acknowledged failings, apologised and offered £125 compensation), no maladministration for concerns about emails being blocked,…
202209783 Housing association
The landlord made reasonable redress for its handling of the resident's reports of sewage smells, offering £2,000 compensation and remedial works. However, there was service failure in complaint handling due to a…
202113848 Housing association
Maladministration for repairs handling in 2020/21 as the property did not meet the landlord's void standard on move-in. Reasonable redress for 2021/22 repairs and pest control after the landlord apologised and paid…
202126185 Housing association
The Ombudsman found reasonable redress in the landlord's handling of roof repairs, damp and mould, and the related complaint. The landlord acknowledged delays and communication failures, paid £2,325 compensation with a…
202005985 Housing association
The Ombudsman found reasonable redress for the landlord's handling of debris reports and complaint handling (with apologies and compensation), service failure for not adequately evidencing its social distancing…
202101190 Housing association
The landlord identified overpayments on the resident's service charge account, refunded the overcharged amounts, apologised, offered £900 compensation, and undertook a service-wide review. Following Ombudsman…
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