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 111 published decisions.
Torus62 Limited's maladministration rate (77%) is broadly in line with the average for housing association (79%) across published Ombudsman determinations.
202336743 Housing association
The Ombudsman found reasonable redress in the landlord's response to the boiler leak and associated repairs (it fixed the leak promptly and offered proportionate £150 compensation), no maladministration regarding damage…
202531353 Housing association
Maladministration was found in the landlord's response to the resident's reports of recurring sewage and drainage issues between April 2023 and November 2025. The landlord was largely reactive, failed to follow its…
202415636 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of various repairs, finding its actions reasonable, fair and proportionate. It found reasonable redress in the landlord's…
202504045 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for higher fencing following reports of ASB, due to significant delays (almost 16 months), conflicting information in letters,…
202327117 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour and of pests in the property, and service failure in its complaint handling. The landlord failed to set…
202503047 Housing association
The complaint about the condition of the property when let and repairs was resolved with the Ombudsman's intervention. The landlord paid £600 compensation and offered a £242.90 rent credit; the Ombudsman recommended the…
202347389 Housing association
The Ombudsman found service failure in the landlord's handling of a burst water pipe repair, citing poor communication, record keeping, and delays in arranging follow-on work. It found the landlord offered reasonable…
202523824 Housing association
No maladministration was found in the landlord's response to the resident's request for major adaptations, as it acted in line with its tenancy agreement and Adaptations Policy. However, service failure was found in the…
202425138 Housing association
The Ombudsman found maladministration in the landlord's response to drainage issues due to an 81-day delay between reports, ordering £150 compensation. The complaint about bathroom mould was outside jurisdiction as it…
202514173 Housing association
No maladministration was found in the landlord's handling of the resident's Right to Buy application, as it reasonably processed the application based on the date received (20 January 2025) given no evidence of an…
202412076 Housing association
The landlord made reasonable redress in response to the resident's reports of rear garden repairs, having offered £650 compensation proportionate to the distress and inconvenience caused by the delay in resolving…
202445799 Housing association
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of repairs at the property, including damp and mould. We have…
202406994 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of The landlord’s handling of: A bathroom leak and associated repairs. The associated complaint. Our decision…
202405242 Housing association
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about her garden. We have also considered the landlord’s complaint…
202417538 Housing association
The Ombudsman found no maladministration, reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of wastewater and drainage issues. The residents report of…
202433269 Housing association
The Ombudsman found service failure, severe maladministration, maladministration, no maladministration in the landlord’s handling of The landlord’s handling of the resident’s: reports of damp and mould and the…
202417443 Housing association
The Ombudsman found service failure by the landlord in its response to the resident's queries about a 48% service charge increase and request to view supporting documents, due to a 3-month delay in completing its…
202425765 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's requests to repair paving around the property, due to significant delays in completing repairs despite reported health and safety…
202407150 Housing association
No maladministration was found in the landlord's handling of the resident's reports of ASB, as it followed its ASB policy, provided support including referrals and mediation, and made reasonable communication attempts.…
202512477 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of kitchen repairs including: Pipework/drainage. Decoration. We have also considered…
202501658 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s response to reports of a leak in the resident’s roof. We have also investigated the…
202330755 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a bathroom leak (where a plumbing job was not raised alongside the electrical job, causing a missed response target), found the damp and mould element…
202511814 Housing association
The Ombudsman found maladministration in the landlord's handling of a rat infestation and associated repairs, and in the boiler installation and repairs. It found service failure in handling reports of neighbour…
202346578 Housing association
Maladministration was found in the landlord's response to the resident's reports of leaks, damp and mould and an associated slug and woodlice infestation, due to delays, repairs completed outside policy timescales, and…
202324614 Housing association
The Ombudsman found reasonable redress, service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of a leak. Complaint. Our decision…
202401070 Local authority / ALMO / TMO
The Ombudsman found no maladministration, service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of pests and damage to her carpet.…
202342444 Housing association
The Ombudsman found service failure, no maladministration, severe maladministration, maladministration in the landlord’s handling of the landlord’s: Response to queries about service charges. Complaint handling. Our…
202320063 Housing association
The Ombudsman found reasonable redress, service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of various repairs. We have also…
202341651 Local authority / ALMO / TMO
The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s response to reports of a smell in the bathroom. We have also assessed the landlord’s…
202402631 Housing association
The Ombudsman found no maladministration, severe maladministration, maladministration, outside jurisdiction in the landlord’s handling of the landlord’s response to the resident’s: Concerns about the level, increase,…
202341603 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of a pest control issue. We have also investigated the…
202344614 Housing association
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of : The landlord’s response to the damp and mould in the property and the associated remedial repairs. How the landlord responded to…
202323182 Housing association
The Ombudsman found reasonable redress, service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Repairs. Complaint. Our decision…
202449305
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of rodents in and around the property.. Total compensation ordered: £600.
202424582
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about the affordability of the property during the sign-up process..
202417468
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of: damp and mould repairs while the resident was decanted the resident’s reports the kitchen was fitted without a sufficient…
202416059
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the wet room. Repairs to the heating and hot water system. The resident’s temporary…
202440567
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the repairs to the windows..
202201049
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The residents’ reports of repairs to the property and garden including: Rubbish removal Treatment of pests House alarm The…
202432384
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of faulty heating controls. Associated complaint.. Total compensation ordered: £25.
202402467
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports of damp, and repairs. The landlord’s handling of the complaint.. Total…
202210507
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s right to buy application..
202345588
The Ombudsman found service failure, no maladministration in the landlord’s handling of The resident’s complaint is regarding the landlord’s: Response to her concerns that works were not carried out in line with…
202423279
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Response to the resident’s reports of damp and mould in the property and the associated repairs. Complaint Handling..…
202325717
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s: reports of a rat infestation. complaint . This report has also assessed the landlord’s…
202427099
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord's handling of: Asbestos found in the garden at the property; Debris and items in the garden; Reports of issues with…
202329890
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of requests for repairs to the bathroom.. Total compensation ordered: £900.
202329651
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of: Electrical works and electrical inspections at the property. The associated complaint.. Total…
202405696
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to an internal door and the windows at the property..
202330480
The Ombudsman found reasonable redress in the landlord’s handling of the landlord's handling of multiple repair issues including flooring, kitchen works, plastering, and decorating..
202323921
The Ombudsman found service failure, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of damp and mould following the completion of work outside his home. The…
202226734
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s: Request for a new rear fence. Report of a leaking tap. Concerns about staff conduct…
202318532
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s report of anti-social behaviour (ASB) including an assault by a neighbour and a dog…
202406338
The Ombudsman found service failure, no maladministration in the landlord’s handling of This complaint is about the landlord’s: Handling of repairs to the level-access bathroom (wet room) in the resident’s property.…
202332989
The Ombudsman found maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also investigated the…
202405354
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord's response to the resident's: reports of damp, mould and outstanding repairs. complaint. This report has also considered…
202314751
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about a tree in a neighbouring property.. Total compensation ordered: £300.
202232490
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Report that a patch of land bordering the property is in poor condition, and that this has…
202322048
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of repairs in her property. The resident’s reports of a data breach. Changes to the energy…
202306875
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: reports of leaks, damp, and mould in the communal hallway; associated complaint..
202313367
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s personal information. This includes the associated complaint handling. Reports of antisocial behaviour…
202413004
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of drainage issues in the garden. The resident’s reports of damp and mould in the…
202403924
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of damp and mould repairs. The Ombudsman has also looked at the landlord’s handling of the associated complaint.. Total…
202320438
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to repair issues at the property. Complaint handling..
202309093
The Ombudsman found no maladministration in the landlord’s handling of the landlord's handling of the resident's request to: Unblock drain and gutters. Maintain and clean the roof. Replace an outside light at the…
202310616
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould and issues with her flooring. Associated complaint.. Total compensation ordered:…
202227428
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s reports about a neighbour installing closed-circuit…
202339057
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s complaint regarding damp, mould, and associated repairs..
202308287
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).. Total compensation ordered: £600.
202003450
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of garden overgrowth from a rear adjoining property..
202214715
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s report of a theft from his property..
202308724
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of repairs following a sewage leak. The landlord’s handling of the resident’s temporary decant. The…
202310813
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s: Handling of the resident’s reports of mould and damp. Handling of the resident’s reports of damage to her kitchen flooring and washing…
202308116
The Ombudsman found service failure in the landlord’s handling of the landlord's handling of: The resident’s reports about damp and mould. The resident’s concerns about damage caused to his personal possessions by the…
202310199
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about the condition of the kitchen..
202220173
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of repairs at the property.. Total compensation ordered: £300.
202222258
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s request for installation of CCTV in relation to Anti-social behaviour (ASB)..
202208222
The Ombudsman found reasonable redress in the landlord’s handling of the condition of the property at the start of the tenancy..
202234170
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs, relating to: Reports of damp in the resident’s property. A defective stairlift.. Total compensation ordered: £2816.
202232046
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: the resident’s reports of damp and mould in the property, and; damage to the resident’s personal belongings.. Total…
202204805
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: an infestation of mice; general repair issues including damp and mould in the upstairs of the…
202224234
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: repairs to the radiators in the property; repairs to the roof and; reports of damp and mould..
202220330
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of bathroom repairs, along with the quality of those repairs.. Total compensation ordered: £300.
202224281
The Ombudsman found no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of damage to her mobility scooter. The landlord’s provision of suitable storage for mobility…
202231139
The Ombudsman found service failure in the landlord’s handling of the landlord’s decision to allow the resident’s neighbour to run a business from their property. The resident has also raised concerns about the name of…
202115339
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about being exposed to and the presence of asbestos in his property and his…
202109613
The Ombudsman found no maladministration, maladministration in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s requests for a renewal of her kitchen. This investigation has…
202202495
The Ombudsman found maladministration, service failure, mediation settlement, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of anti-social behaviour (ASB)..
202207353
The Ombudsman found no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s decision to issue the resident a tenancy warning..
202212668
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s response to: the resident’s reports of damp and mould at the property; the resident’s reports about the landlord’s complaint…
202120233
The Ombudsman found no maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports that the pipework in her bathroom had been installed incorrectly. The resident’s concern that…
202128612
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the level of compensation offered by the landlord following a pest infestation in the resident’s property..
202103586
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s: Enquiries about his service charge account. Concerns about the quality of maintenance work the landlord had…
202123631
The Ombudsman found mediation settlement, service failure in the landlord’s handling of the level of compensation the landlord offered in relation to its response to a leak..
202122355
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about repairs..
202102544
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: the resident’s reports of mould growth in her property; the related complaint.. Total compensation…
202102573
The Ombudsman found mediation settlement, service failure in the landlord’s handling of The complaint concerns: The landlord’s handling of the resident’s reports of anti-social behaviour from his neighbour. The…
202119536
The Ombudsman found mediation settlement in the landlord’s handling of a request for compensation following a leak..
202015133
The Ombudsman found service failure in the landlord’s handling of the landlord erroneously sending letters of tenancy breach and demand for payment in respect of water charges, and its handling of enquiries about these…
202017501
The Ombudsman found maladministration in the landlord’s handling of The complaint is regarding the landlord’s decision to remove three trees from the resident’s property.. Total compensation ordered: £1500.
202013222
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint concerns: The landlord’s handling of a boundary dispute. The landlord's response to the resident’s reports of parking…
202105338
The Ombudsman found no maladministration in the landlord’s handling of the: Landlord’s handling of repairs to the communal gate. Landlord’s handling of an infestation of rodents. Level of support that the landlord…
202100229
The Ombudsman found no maladministration in the landlord’s handling of The resident’s complaint is about: The valuation of the property carried out during the staircasing process. The landlord’s handling of her request…
202105491
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s concerns about a proposed decant and repairs to her property..
202016458
The Ombudsman found mediation settlement, service failure, no maladministration in the landlord’s handling of The complaint concerns how the landlord: Responded to the resident’s report of antisocial behaviour (ASB).…
202004876
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s handling of: Repairs to mould growth; Repairs to a leak from the kitchen sink; Works to install a sink in the toilet; A pest…
202009030
The Ombudsman found mediation settlement in the landlord’s handling of The resident complained about the level of compensation offered in relation to their complaint about the landlord’s response to a pest infestation..
202010327
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: the resident’s antisocial behaviour reports concerning two neighbouring properties. the resident’s…
202017392
The Ombudsman found mediation settlement, service failure in the landlord’s handling of the landlord’s handling of damp works and repairs to the kitchen at the resident’s property..
202008955
The Ombudsman found mediation settlement in the landlord’s handling of The resident has complained about the landlord’s handling of the repair to their toilet..
201913625
The Ombudsman found no maladministration in the landlord’s handling of how the landlord responded to the resident’s concerns about the security of the fencing at his property..
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