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 7 published decisions.
The Extracare Charitable Trust's maladministration rate (57%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202323989 Housing association
There was maladministration in the landlord's response to pest control, as it did not evidence that it reviewed the effectiveness of its deterrent measures or maintained them, and withdrew interim cleaning without…
202415163 Voluntary
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's sales journey and the commitments made during that process (cleaning of the property), and there was service failure in its…
202319027 Voluntary
The complaint concerned the landlord's handling of a leaseholder's reports of excessive heat in a ground-floor apartment located above a community heating boiler room. The landlord investigated, installed insulation and…
202346297 Voluntary
The Ombudsman found no maladministration in the landlord's response to a leaseholder's concerns about the security of his retirement village (overnight staffing/night concierge, CCTV monitoring, gym keycard access and…
202301221 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's concerns about staff conduct — it carried out a proportionate investigation, apologised and arranged conflict-resolution/de-escalation…
202210871 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about communal landscaping (dog area size, shingle, fencing), as the landlord had a legal right to make changes and provided…
202205621 Housing association
The Ombudsman found no maladministration by the landlord regarding its response to the resident's concerns about emergency lighting after a power outage, and its response to her compensation request. The landlord had…
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