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 52 published decisions.
Shepherds Bush Housing Association Limited's maladministration rate (81%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202324063 Housing association
The Ombudsman found reasonable redress in the landlord's handling of damp and mould and associated repairs (based on it paying an increased £121.21 for loss of bathroom use plus the £203 distress payment it had…
202321496 Housing association
The Ombudsman found maladministration in the landlord's handling of and communication about reports of property damage caused by subsidence: although it appropriately relied on its insurers and apologised for poor…
202225310 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's requests for reimbursement for possessions damaged by a roof leak, citing a lack of timely response, poor internal communication between…
202319440 Housing association
The Ombudsman found maladministration in the information the landlord provided to a shared owner about service charges. The landlord gave incorrect pre-sale estimates and later failed to provide clear, transparent…
202318813 Housing association
The complaint concerned the landlord's handling of a communal front door lock change. The Ombudsman found service failure: although the landlord was entitled to change the lock, its handling was poor (short notice,…
202335357 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of disrepair to the windows (rotten frames, boarded-up windows and excess cold, with delays of over 30 weeks to replace them) and…
202226018 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould and a kitchen/bathroom replacement, service failure in complaint handling, no maladministration over cupboard removal, and reasonable…
202407308 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of water ingress and damp and mould, which persisted for a prolonged period due to delays and poor coordination, and service failure in its…
202217273 Housing association
The Ombudsman found maladministration in the landlord's handling of a roof leak, due to lengthy delays (survey in Feb 2022, replacement not completed until April 2024), poor communication, and record-keeping failures.…
202305835 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of strong smells from her neighbour's alleged drug use. While the landlord's overall response was reasonable and proportionate, it…
202314963 Housing association
The resident complained about the landlord's response to her concerns about the lack of openable windows in her property, which she said caused extreme heat. The Ombudsman found maladministration: while the landlord…
202219818 Housing association
The Ombudsman found maladministration by Shepherds Bush Housing Association for failing to properly investigate a resident's reports of an unregulated structure built by his downstairs neighbour, causing safety concerns…
202301459 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a roof repair due to a leak. There were unreasonable delays in erecting scaffolding, inspecting the roof, completing the…
202335198 Housing association
The Ombudsman found maladministration in Shepherds Bush Housing Association's handling of reports of a leak into the resident's property, due to delays completing repairs outside the timescales in its damp and mould…
202212275 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of repairs, as it acknowledged failures, apologised, and took corrective action. There was no maladministration in the landlord's complaint…
202228087 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's management transfer due to poor communication over nearly seven months of delay, and service failure in its complaint handling, ordering…
202211009 Housing association
The landlord was found to have maladministration for its handling of noise nuisance reports from a neighbouring property, including delays in investigating and taking action, inadequate record-keeping, and failing to…
202222910 Housing association
The Ombudsman found service failure in the landlord's poor communication about repair works carried out during a decant for asbestos removal, ordering £100 compensation, while its response to reports of damage to…
202228666 Housing association
The Ombudsman found service failure in the landlord's handling of a leaseholder's reports of holes allowing pest entry, due to unclear communication about repair responsibility, and in its complaint handling for failing…
202218434 Housing association
The Ombudsman found maladministration for the landlord's handling of leaks and associated damp and mould, due to significant delays in completing repairs, poor record keeping, failure to consider the resident's…
202228848 Housing association
The Ombudsman found maladministration in the landlord's communication following flood damage and service failure for not referring the resident's personal belongings dispute to its insurers, ordering an apology and £450…
202225383 Housing association
The Ombudsman found maladministration in the landlord's handling of ongoing water ingress that severely limited use of the resident's living room, and in its poor communication about the complaint, ordering over £1,336…
202213027 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports (failure to investigate for months), handling of a leak (over a year to repair, far exceeding the 20 working day target), and complaint…
202016023 Housing association
The Ombudsman found service failure in the landlord's handling of repairs/decant (inaccurate start date info) and the medical transfer request (delayed OT assessment), no maladministration regarding the request for a…
202124434 Housing association
The Ombudsman found maladministration for the landlord's handling of fire safety concerns (poor contractor oversight, delayed action on fire stopping defects, inadequate record-keeping) and complaint handling (delays,…
202120508 Housing association
The Ombudsman found no maladministration in the landlord's handling of the gas supply remedial works, but found maladministration in the handling of the hot water cylinder installation due to missed appointments, poor…
202201412 Housing association
The Ombudsman found no maladministration in the landlord's decision not to convert the loft to provide an additional bedroom and bathroom, as it reasonably considered costs, disruption, and offered viable alternatives.…
202106895 Housing association
The Ombudsman found maladministration in the landlord's handling of pest infestation reports due to failing to raise repairs in 2020, causing prolonged infestation, and maladministration in complaint handling due to…
202117057 Housing association
The Ombudsman found maladministration for the landlord's 18-month delay in repairing a manhole cover and for poor communication with the resident after flash flooding made her home uninhabitable. Service failure was…
202125560 Housing association
The Ombudsman found that the landlord made an offer of redress prior to investigation (£2770 in waived fees and compensation) which resolved the complaint about the valuation of the property and the extension of the…
202203085 Housing association
The Ombudsman found service failure in the landlord's handling of a leaseholder's concerns about the service charge. While the landlord dealt appropriately with direct debit and address errors, it failed to provide…
202116969 Housing association
The Ombudsman found service failure in the landlord's handling of water ingress reports, as its reactive patch-repair approach failed to resolve the ongoing leak and it did not adequately recognise the distress caused.…
202202420 Housing association
The landlord responded promptly to the resident's report of post theft but failed to communicate its inspection findings for several months. It acknowledged this failing, apologised, and offered £50 compensation, which…
202112342 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports (failure to investigate or respond for months despite the resident's vulnerabilities), service failure in handling adaptations (poor…
202106094 Housing association
The landlord was found to have maladministration for its response to reports about the condition of the windows, including giving contradictory information about replacement, failing to repair a rainwater leak for over…
202107472 Housing association
The Ombudsman found no maladministration in the landlord's decision not to add the resident's two adult children as household members, as this was in line with policy and the landlord provided appropriate advice. On the…
202105908 Housing association
The landlord offered reasonable redress for its handling of noise nuisance and ASB reports, acknowledging communication failures and offering £125 compensation. However, there was service failure in complaint handling…
202110713 Housing association
The landlord was found guilty of maladministration for its handling of the resident's reports of kitchen disrepair, including a leak under the sink causing rot and mould. It failed to properly investigate, communicate,…
202103675 Housing association
The Ombudsman determined the complaint about repairs was outside its jurisdiction because the matter had been subject to legal proceedings (a possession claim for rent arrears), and the resident had the opportunity to…
202118932 Housing association
The landlord reasonably planned to replace the resident's windows as part of its 2022/2023 works programme, but failed to communicate this clearly, causing confusion. The landlord acknowledged the failing, apologised,…
202006610 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request to run a catering business from her flat. The landlord reasonably refused permission considering the impact on neighbours and fire…
202100875 Housing association
The Ombudsman found no maladministration in the landlord's handling of an internal transfer offer, fire safety concerns, or antisocial behaviour reports. However, the landlord's complaint handling was criticised for…
202111617 Housing association
The Ombudsman found maladministration in the landlord's handling of a long-standing mice infestation (failing to arrange an independent inspection or complete recommended pest-proofing works) and in its handling of…
202002157 Housing association
The Ombudsman found no maladministration in the landlord's decision to apply for an Alternative Payment Agreement (APA) from Universal Credit, as the arrears level justified this step. However, there was service failure…
202107108 Housing association
The Ombudsman found service failure by Shepherds Bush Housing Association for an unreasonable delay (May to November 2021) in resolving a blocked drain, and for failing to properly address the resident's complaint about…
202015921 Housing association
The Ombudsman found no maladministration by Shepherds Bush Housing Association in its handling of the resident's reports of fumes from a heating flue in the property below. The landlord appropriately investigated, found…
202004086 Housing association
The Ombudsman found service failure due to an unreasonable delay of around six months in completing remedial works to the resident's shower valve and kitchen. The landlord was ordered to pay £175 (previously offered)…
202005721 Housing association
The Ombudsman found service failure by Shepherds Bush Housing Association in its handling of a resident's reports of a carpet beetle infestation. There were avoidable delays in completing treatment, including an 11-week…
202014550 Housing association
The Ombudsman found service failure by the landlord in its response to reports of damp, due to poor record keeping and failure to evidence a second survey. Maladministration was found in the landlord's complaint…
201914164 Housing association
The Ombudsman found that the landlord offered reasonable redress for its failures in completing external painting and removing scaffolding (which remained in place for around 9 months beyond policy timescales) and for…
202009257 Housing association
The Ombudsman found no maladministration by Shepherds Bush Housing Association in its response to the resident's request for a roof repair. The landlord attended promptly to the October 2020 leak, carried out interim…
201815545 Housing association
The Ombudsman found reasonable redress for delays in kitchen and bathroom repairs and for complaint handling failures, as the landlord's £692.60 compensation offer was sufficient. Service failure was found regarding the…
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