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 22 published decisions.
Southway Housing Trust Manchester Limited's maladministration rate (82%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202401793 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould and associated repairs, citing unreasonable delay, poor record keeping and internal/external communication,…
202445554 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould and subsequent repairs, due to significant repair delays, poor communication about appointments and updates, failure to…
202429505 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak in the cellar, and service failure in its handling of the associated complaint and in its record keeping. The landlord…
202306190 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of defects with his new build home, as its approach and communication about what counted as defects was unclear and it did not…
202125549 Housing association
The Ombudsman found maladministration in the landlord's response to reports of antisocial behaviour, its response to concerns about the resident's son's conduct, and its complaint handling. The landlord failed to…
202306857 Housing association
The Ombudsman found maladministration in the landlord's response to requests for repairs to the resident's front gate and fence, as its changed fencing policy conflicted with the tenancy terms and it caused lengthy…
202305843 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's preserved Right to Buy application, where the landlord admitted failings (losing the application, failing to issue the RTB2 notice…
202210234 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about rights of access over shared pathways and associated antisocial behaviour, and maladministration in its complaint…
202203674 Housing association
The Ombudsman found maladministration for the landlord's handling of a rat infestation, including a 22-month delay in taking action, failure to follow up with pest control, poor communication, and failure to consider…
202106192 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the decant process and RTB application (the landlord's apology and £1,500 compensation offer were satisfactory). Maladministration was found for…
202215797 Housing association
The landlord was found to have maladministration for its handling of the resident's reports of damp and mould, with significant delays (130 working days), poor communication, failure to investigate root causes, and no…
202108049 Housing association
The Ombudsman found maladministration for delays in front door repairs, fencing replacement, and damp/mould treatment; service failure for skirting board repairs, window re-sealing, and complaint handling; and no…
202104948 Housing association
The Ombudsman found severe maladministration for the landlord's handling of damp and mould reports over several years, with repeated delays, dismissive advice, and failure to monitor or resolve the issue.…
202124649 Housing association
The landlord provided reasonable redress for its handling of a boiler repair, having responded promptly but with communication failings and poor delivery of temporary heaters. However, there was service failure in…
202108884 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's rehousing request, but found service failure in its handling of ASB reports and in its record keeping. The landlord was ordered to…
202105716 Housing association
The Ombudsman found no maladministration regarding the landlord's response to a leak report, provision of dehumidifiers, and loft insulation handling; maladministration for its response to damp and mould reports;…
202006626 Housing association
The Ombudsman found no maladministration by Southway Housing Trust in handling the resident's transfer request. The landlord apologised for a delay caused by the pandemic, gave reasonable advice about overcrowding and…
202016044 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's disrepair reports about the bathroom following a mutual exchange. The landlord arranged an inspection, accepted responsibility for…
202100627 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's reports of antisocial behaviour. The landlord responded to each reported incident, offered mediation, made mental health…
202015797 Housing association
The Ombudsman found service failure because the landlord did not follow its own compensation policy by failing to refer the resident's claim for damage to belongings (caused by mould) to its insurers or explain why it…
202012382 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's request to be reimbursed for a parking fine. The landlord gave sufficient notice of parking restrictions, provided a permit, and…
202011705 Housing association
The Ombudsman found service failure in the landlord's handling of mould and damp repairs, as it failed to evidence the cause of the mould or follow its own redecoration policy. The complaint handling was found to have…
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