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 25 published decisions.
Salix Homes Limited's maladministration rate (60%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202441581 Housing association
There was no maladministration in the landlord's handling of noise reports or its complaint handling. The landlord took reasonable steps to investigate the noise reports in line with its ASB policy, and its decision to…
202507009 Housing association
Maladministration was found in the landlord's handling of the resident's ASB reports including criminal activity from a neighbouring property, due to delays, lack of records, and sending the resident a letter intended…
202405498 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of garden damage and multiple repairs (including damp and mould), where the landlord acknowledged failings, completed…
202530781 Housing association
The Ombudsman found reasonable redress in the landlord's communication around the condition of the property during a mutual exchange and associated repairs, based on the landlord's offer of £250 compensation for missed…
202504673 Housing association
The complaint concerned the short notice given for an electrical safety check appointment. The landlord sent a letter more than 24 hours before the appointment, but the resident did not receive it in time due to postal…
202529353 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of a mouse infestation, due to missed policy timescales, failure to act on a cooker replacement recommendation, and failure to…
202453036 Housing association
There was maladministration in the landlord's response to repeated lift breakdowns: although it repaired the lift, it failed to acknowledge the impact on the vulnerable resident, did not acknowledge missed timescales…
202451129 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports due to repeated communication failures, failure to follow action plans, and lack of a victim-centred approach. It also found…
202338063 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about vehicles obstructing emergency access to the block, and service failure in its handling of the associated complaints. The…
202301576 Housing association
The Ombudsman found the complaint about rent and service charge increases outside its jurisdiction. It found no maladministration in the landlord's response to communal service issues (security, parking, cleaning) or in…
202230622 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request for compensation, but no maladministration in its handling of his request to move. The landlord was ordered to pay £100…
202227764 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports about a neighbour's dog, as it acted proportionately and in line with policy. It found the landlord's apology and process improvements…
202227281 Housing association
The Ombudsman found no maladministration in the landlord's handling of a waste pipe leak and follow-on repairs, but found maladministration in its customer service and staff conduct and in its complaint handling,…
202204293 Housing association
The Ombudsman found maladministration by Salix Homes Limited for failing to permanently resolve repeated communal heating system faults reported over nearly a year, which caused financial hardship to the resident, and…
202213341 Housing association
The Ombudsman found maladministration in the landlord's handling of a mutual exchange, where its survey failed to identify damp, mould and poor property condition, and in its handling of subsequent repairs including…
202123579 Housing association
The landlord was found to have maladministration for incorrectly processing the resident's Right to Buy application in 2019, failing to identify she was ineligible due to a mutual exchange, and only discovering the…
202214658 Housing association
The Ombudsman found no maladministration by Salix Homes in its decision not to allow the resident to remain in the property upon succeeding her late mother's tenancy, as the landlord reasonably considered…
202213960 Housing association
The Ombudsman found service failure by Salix Homes Limited regarding its response to the resident's request to replace a dividing fence. While the landlord's decision to repair rather than replace the fence was…
202119049 Housing association
The Ombudsman found service failure by Salix Homes for using a generic complaint response, failing to inspect the fencing, and not properly addressing the resident's vulnerability and health and safety concerns about a…
202122506 Housing association
The Ombudsman found no maladministration in the landlord's decision not to pave over a grass area in front of the resident's home, as it was an improvement rather than a repair. However, the landlord was criticised for…
202109487 Housing association
The landlord was found to have service failure for its handling of a resident's concerns about an operative's conduct. It delayed responding to the complaint, failed to keep adequate records of its investigation, and it…
202016108 Housing association
The Ombudsman found no maladministration by Salix Homes in refusing the resident's request to succeed to or transfer into her late mother's property, as the resident did not meet the 12-month residency requirement for…
202104609 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident was seeking a determination of liability for damage to their car by the landlord's contractor, which is a matter for the Courts,…
202007611 Housing association
The Ombudsman found service failure because the landlord, while offering reasonable remedies for decoration damage caused by asbestos removal works, failed to offer a goodwill gesture for the distress and inconvenience…
202008367 Housing association
The landlord apologised for complaint handling delays and, following Ombudsman mediation, offered to replace the resident's hallway carpet with vinyl flooring or contribute 50% to a new carpet. The resident accepted the…
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