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 (94%) is higher than the average for housing association (80%) across published Ombudsman determinations.
The Ombudsman found maladministration, reasonable redress, service failure, no maladministration in the landlord’s handling of the landlord’s handling of: Damp and mould and associated repairs. Pest control reports.…
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of and communication about reports of property damage caused by subsidence.. Total compensation ordered: £700.
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to requests for reimbursement for damaged possessions following a roof leak.. Total compensation ordered: £200.
The Ombudsman found maladministration in the landlord’s handling of the information provided to the resident by the landlord regarding service charges..
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s concerns in relation to changing the communal door lock.. Total compensation ordered: £100.
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of disrepair to the windows. The associated complaint.. Total compensation ordered: £500.
The Ombudsman found no maladministration, maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Request to have a cupboard removed from the property. Reports of damp…
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of reports of water ingress and damp and mould. The Ombudsman has also considered the landlord’s complaint…
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the leaseholder’s reports of a roof leak. The Ombudsman has also investigated the landlord’s complaint…
The Ombudsman found service failure in the landlord’s handling of The complaint concerns the landlord's response to the resident’s reports of strong smells in her flat.. Total compensation ordered: £100.
The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s response to her concerns about the lack of openable windows in the property.. Total compensation…
The Ombudsman found maladministration in the landlord’s handling of the resident’s reports of an unregulated structure, built by his downstairs neighbour. The Ombudsman has also considered the landlord’s complaint…
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a repair to the roof, due to a leak.. Total compensation ordered: £750.
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of reports of a leak into the property.. Total compensation ordered: £400.
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of repairs. The Ombudsman has also investigated the landlord’s complaint handling..
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports of various repairs. The landlord’s handling of the resident’s management transfer.…
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord's handling of reports of noise nuisance from a neighbouring property. The landlord’s complaints handling has also been…
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s: Handling of repairs to the property. Response to reports of damage to personal property.. Total compensation ordered:…
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of repairs required to his property to prevent pests entering. Complaint.. Total compensation ordered:…
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports of leaks and the associated damp and mould. Associated…
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of : The landlord’s communication with the resident following damage to the property caused by flooding. The…
The Ombudsman found maladministration in the landlord’s handling of the landlords handling of Water ingress to the property. Communication about the complaint.. Total compensation ordered: £250.
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s response to the residents reports about: antisocial behaviour. a leak at an upstairs property a…
The Ombudsman found mediation settlement, maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reported repairs and associated decant. Request…
The Ombudsman found maladministration, service failure, outside jurisdiction in the landlord’s handling of : The resident’s reports of the landlord’s handling of fire safety concerns within the building. The resident’s…
The Ombudsman found service failure, no maladministration, maladministration, reasonable redress in the landlord’s handling of the landlord’s: Handling of the works to remedy the faults found to the gas supply serving…
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s decision not to convert the loft, to provide an additional bedroom and bathroom for the resident’s son. The…
The Ombudsman found mediation settlement, maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: The resident's reports of a pest infestation in her property. Reports of ASB by…
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: handling of repairs to a manhole cover and toilet. communication with the resident following flash flooding which…
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the valuation of the resident’s property, and the extension of the lease.. Total compensation ordered: £20.
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the leaseholder’s concerns about the service charge..
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports about: Water ingress. The state of the communal hallway flooring. Frequent lift…
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s concerns regarding the security of her post-box in the communal area..
The Ombudsman found maladministration, service failure in the landlord’s handling of This complaint is about the landlord’s handling of: the resident’s anti-social behaviour (ASB) reports; adaptations to the resident’s…
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports about the condition of the windows at the property. Complaints handling.. Total…
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s: Decision not to add the resident’s two children as members of the household on the tenancy. Response to a report of…
The Ombudsman found service failure in the landlord’s handling of The complaint concerns: How the landlord responded to the resident’s reports of noise nuisance and antisocial behaviour (ASB). The associated formal…
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of the kitchen being in disrepair.. Total compensation ordered: £500.
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of repairs..
The Ombudsman found maladministration in the landlord’s handling of the landlord’s decisions regarding replacing the windows in the resident’s home..
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s request to run a business from her property.. Total compensation ordered: £100.
The Ombudsman found service failure, no maladministration, reasonable redress in the landlord’s handling of The complaint concerns: The landlord’s handling of the resident’s transfer application and request for priority…
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of the resident's: reports of a mice infestation in her property communication with the resident and her representative; and…
The Ombudsman found service failure, reasonable redress, no maladministration in the landlord’s handling of This complaint is about the landlord’s decision to apply for an Alternative Payment Agreement (APA) and its…
The Ombudsman found maladministration, service failure in the landlord’s handling of The complaint refers to the landlord’s handling of: The resident’s reports of a blocked drain and his request for compensation. The…
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint concerns how the landlord handled the resident’s reports of fumes from the heating flue in the property below..
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s response to various repairs at the property.. Total compensation ordered: £175.
The Ombudsman found mediation settlement, service failure in the landlord’s handling of REPORT COMPLAINT 202005721 Shepherds Bush Housing Association Limited 29 September 2021 Our approach The Housing Ombudsman’s…
The Ombudsman found service failure, maladministration in the landlord’s handling of The complaint refers to: The landlord’s response to the resident’s reports of damp in the property. The landlord’s handling of the…
The Ombudsman found service failure, no maladministration in the landlord’s handling of : The landlord’s response to the resident’s report of scaffolding remaining in place for an extended period. The landlord’s…
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s request for it to carry out a roof repair..
The Ombudsman found reasonable redress, service failure in the landlord’s handling of REPORT COMPLAINT 201815545 Shepherds Bush Housing Association Limited 29 January 2021 Our approach The Housing Ombudsman’s approach…
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