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 112 published decisions.
Torus62 Limited's maladministration rate (65%) is broadly in line with the average for housing association (64%) 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 landlord's handling of the resident's repair reports, including damp and mould, was found to be reasonable redress because its £150 offer fairly reflected the distress and inconvenience caused by identified delays.…
202406994 Housing association
There was maladministration in the landlord's handling of a bathroom leak and associated repairs — it failed to attend within its repairs policy timescales and took an excessive time to complete the works, with some…
202405242 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about her garden (avoidable delays totalling around 8 months, poor communication, cancelled a hazard job contrary to policy,…
202417538 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of wastewater and drainage issues, or in its complaint handling. It found the landlord offered reasonable redress for its…
202433269 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and associated repairs, service failure in its handling of repairs to a lean-to, service failure in its…
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 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to kitchen pipework/drainage and to kitchen decoration, and service failure in its complaint handling. It ordered the landlord to apologise,…
202501658 Housing association
The Ombudsman found maladministration in the landlord's response to reports of a roof leak, as it failed to provide a lasting solution over several years despite repeated repairs, and failed to consider the long-term…
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 for the landlord's handling of the resident's reports of a leak and the associated reinstatement works, as the landlord's compensation was proportionate to the impact (with about…
202401070 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of pests and carpet damage, as it acted within reasonable timescales and was not on notice of the problems. It found service…
202342444 Housing association
The landlord's handling of the leaseholder's service charge queries amounted to service failure: it did not notify him in advance about a change in how charges were applied to the service charge account and took two…
202320063 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's reports of various repairs: it failed to communicate the purpose/outcome of a June 2022 survey and did not follow up the structural…
202341651 Housing association
The landlord's response to reports of a sewage smell in the bathroom amounted to service failure: it addressed individual reports rather than investigating holistically, did not investigate all pipework and waste pipes…
202402631 Housing association
The resident, a leaseholder, complained about the level, increase, reasonableness and legality of her service charges (including major works), her service charge queries regarding major works costs and her sinking fund,…
202341603 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of a pest control issue, as repairs recommended by its pest control team were not completed within reasonable timescales and it…
202344614 Housing association
The complaint concerned the landlord's response to damp and mould and associated remedial repairs, and how it handled the complaint. The Ombudsman found the landlord had acknowledged its failings and offered £1,050…
202323182 Housing association
The landlord offered reasonable redress for its handling of the resident's repairs, where it delayed completing flooring, plastering and door works outside its repairs policy timescales, with its £1250 offer found…
202449305 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of rodents (rats and mice) in and around the property. The landlord failed to assess how rodents were entering the building or…
202424582 Housing association
The complaint concerned the landlord's response to concerns about the affordability of the property during the sign-up process, after it gave incorrect information that the resident's benefit entitlement would cover the…
202417468 Housing association
The Ombudsman found reasonable redress in the landlord's handling of damp and mould repairs while the resident was decanted, the kitchen being fitted without a sufficient gap for the fridge freezer, and the resident's…
202416059 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the wet room, repairs to the heating and hot water system, complaint handling and record keeping, and severe maladministration in its…
202440567 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the windows. The landlord largely acted in keeping with its responsive repairs policy, but there were delays in booking the February 2024…
202201049 Housing association
The Ombudsman found service failure in the landlord's handling of reports about rubbish removal, pest treatment and a faulty house alarm, due to delays, poor communication and incorrect logging of repairs. Service…
202432384 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of faulty heating controls, and found the landlord provided reasonable redress for its handling of the associated complaint…
202402467 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and repairs, citing delays, continued poor communication, unclear diagnosis and record keeping, and a failure to…
202210507 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's right to buy application. Although there were minor delays in issuing statutory notices, these were not part of the resident's…
202345588 Housing association
The Ombudsman found service failure in the landlord's management of asbestos removal, subsequent clean up and associated follow-on repairs, particularly the lengthy delays in rehanging a radiator and redecorating…
202423279 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould and associated repairs, as it did not complete the loft ventilation work by the promised date and failed to…
202325717 Housing association
The landlord's response to the resident's reports of a rat infestation amounted to maladministration: it delayed a recommended loft clearance by over five months, was slow to investigate communal drains, failed to…
202427099 Housing association
The Ombudsman found maladministration in the landlord's handling of debris and items in the garden, the repair and replacement of fencing, and its response to the resident's reports of rats, and reasonable redress in…
202329890 Housing association
The landlord did not dispute failings in handling the resident's reports of a leaking shower screen and bathroom repairs; it repeatedly missed its repair timescales, failed to carry out a lasting repair, did not…
202329651 Housing association
The Ombudsman found service failure in the landlord's handling of electrical works and inspections at the property, including a missed appointment, a broken commitment by its tenancy liaison officer, and…
202405696 Housing association
A complaint about the landlord's handling of repairs to an internal door and the windows at an assured tenant's property. Following the Ombudsman's intervention, the landlord offered £500 compensation and committed to…
202330480 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of multiple repair issues (flooring, kitchen works, plastering and decorating), which included a three-month delay in obtaining a works quote…
202323921 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp and mould following external drainage works (the drain was initially installed in the wrong position, there were delays…
202329098 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of repairs to the exterior of the property, but found maladministration in its handling of reported damp and mould (delays, inadequate survey…
202226734 Housing association
The Ombudsman found the fence request complaint fell outside jurisdiction, found no maladministration on staff conduct, but found service failure in handling a leaking tap and complaint handling, ordering £150…
202318532 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of anti-social behaviour (an assault by a neighbour and a dog attack), citing poor record keeping, delayed communication, and a…
202406338 Housing association
The Ombudsman found a service failure in the landlord's handling of repairs to the level-access wet room, as delays in booking a surveyor and completing the recommended repairs took 48 days (28 days outside its policy…
202332989 Housing association
The landlord failed to resolve the resident's reports of damp and mould in a timely manner, living in unsatisfactory conditions for over a year due to a failure to identify the root cause, the need for neighbour…
202405354 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp, mould and outstanding repairs, maladministration in its record keeping, and service failure in its complaint handling. It ordered the…
202314751 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about a tree in a neighbouring property. Initially the landlord agreed to remove the tree but delays meant it did not do so…
202232490 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's report that a patch of land bordering the property was in poor condition and linked to maintenance issues and a rat report, because its…
202322048 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's repair reports (heating/hot water and TV aerial), the resident's data breach concerns, and the changes to the energy billing system…
202306875 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks, damp and mould in the communal hallway, and in its handling of the associated complaint. It ordered a further apology…
202313367 Housing association
The Ombudsman found the resident's complaint about the landlord's handling of her personal information was outside its jurisdiction (a matter for the ICO), and found no maladministration in the landlord's handling of…
202413004 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of garden drainage issues and of damp and mould in the property, and service failure in its complaint handling. The landlord was…
202403924 Housing association
The complaint concerned the landlord's handling of damp and mould repairs and its handling of the associated complaint. The Ombudsman found maladministration in both: follow-up repairs raised at survey and at stages 1…
202320438 Housing association
The Ombudsman found maladministration in the landlord's response to repair issues — it treated a requested front fence as planned works for the following year despite known vulnerabilities and a social worker's…
202309093 Housing association
The resident complained about the landlord's handling of requests to unblock a drain and gutters, clean and maintain the roof, replace an outside light, install a back gate and maintain an alleyway behind his property.…
202310616 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and flooring issues, citing delays in investigating and completing repairs, poor record keeping and…
202227428 Housing association
The Ombudsman found maladministration in the landlord's handling of antisocial behaviour reports, its handling of a neighbour's unauthorised CCTV installation which remained unresolved for over a year, and its complaint…
202339057 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's complaint about damp, mould and associated repairs. Over an extended period the landlord missed opportunities to adequately diagnose the…
202308287 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of anti-social behaviour. The landlord failed to follow its ASB policy — no action plan or risk assessment was completed, it did…
202003450 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of garden overgrowth from a rear adjoining private property. The landlord took reasonable steps including contacting the…
202214715 Housing association
The Ombudsman found no maladministration in the landlord's handling of a resident's report that contractors had stolen money from his property. The landlord investigated appropriately, offered to cooperate with police,…
202308724 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs following a sewage leak, its handling of the resident's temporary decant, and its associated complaint handling. There were unreasonable delays…
202310813 Housing association
The Ombudsman found service failures in the landlord's handling of the resident's damp and mould reports (survey and mould wash delays, lack of communication and support) and of the damage to her kitchen flooring and…
202308116 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp and mould — the repairs took too long (not fully completed until around 8 months after the report), the landlord failed to…
202310199 Housing association
The complaint concerned the landlord's response to the resident's reports about the condition of the kitchen. The Ombudsman found no maladministration: the landlord carried out the initial repair within its published…
202220173 Housing association
The Ombudsman found service failure in the landlord's handling of external brickwork repairs. The landlord failed to support the resident with a reasonable adjustment for his physical disability, was delayed in erecting…
202222258 Housing association
A resident who reported antisocial behaviour and threats from a neighbour's relative asked the landlord to install CCTV, which it declined due to insufficient evidence. The Ombudsman found no maladministration, noting…
202208222 Housing association
The Ombudsman found that the landlord failed to get the property ready for letting at the start of the tenancy, with repairs taking around 6 months to complete. However, the landlord acknowledged the problems, carried…
202234170 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs for both damp and a defective stairlift. It failed to permanently remedy damp over around 12 months and took over 9 months (41 weeks) to…
202232046 Housing association
The landlord failed to carry out damp and mould repairs in a timely manner, taking about 8 months against its own policy, and failed to keep the resident informed about appointments and the cancellation of the work. The…
202204805 Housing association
The Ombudsman found maladministration by the landlord in its handling of a mice infestation (unreasonable delay, poor communication, failure to consider support needs), in its handling of general repairs (particularly a…
202224234 Housing association
The Ombudsman found maladministration in the landlord's handling of radiator repairs, roof repairs, and reports of damp and mould, ordering a total of £1,770 compensation including sums previously offered, plus an…
202220330 Housing association
The landlord was found to have maladministration for its handling of bathroom repairs. It failed to complete works to a good standard, required the resident to complain to get updates, and left tiling and a toilet seat…
202224281 Housing association
The Ombudsman found no maladministration in the landlord's handling of mobility scooter damage reports, its provision of scooter storage, or its complaint handling, though it recommended the landlord help refer the…
202231139
The Ombudsman found no maladministration in the landlord's handling of ASB reports about a neighbour's dog, but found service failure in its handling of signage the resident found offensive, ordering £100 compensation…
202115339 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's concerns about asbestos in his property and his request to be re-housed. The landlord inspected the property, relied on expert…
202109613 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for a kitchen renewal, as multiple surveyors agreed the kitchen did not need replacement and the request was for an…
202202495 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of anti-social behaviour. The landlord took reasonable steps including mediation, noise monitoring, liaison with police, and…
202207353 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports or its decision to issue a tenancy warning. The landlord took reasonable steps including prompt contact, support…
202212668 Housing association
The Ombudsman found severe maladministration for the landlord's response to damp and mould, with excessive delays of around 8 months, failure to replace the resident's bed destroyed by damp (leaving them sleeping on the…
202120233 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's reports that bathroom pipework was incorrectly installed. The landlord investigated, arranged a surveyor inspection, and offered…
202128612 Housing association
The Ombudsman found that the landlord's offer of £600 compensation for poor communication and a delay in repairs following a pest infestation constituted reasonable redress. The landlord was not ordered to pay…
202103586 Housing association
The Ombudsman found service failure by the landlord in its response to the resident's enquiries about his service charge account (communication failures, incorrect bank details) and in its response to his reports about…
202123631 Housing association
The landlord increased its compensation offer to £2,251 following Ombudsman intervention, which the resident accepted. The Ombudsman determined this resolved the complaint about the level of compensation for the…
202122355 Housing association
The Ombudsman found that the landlord offered reasonable redress (£150 compensation) for its delayed and incomplete response to the resident's repair reports, resolving the complaint satisfactorily. The landlord…
202102544 Housing association
The Ombudsman found maladministration by Torus62 Limited in its handling of a resident's reports of mould growth and the related complaint. The landlord delayed unreasonably during 2020, failed to keep adequate records,…
202102573 Housing association
The landlord was found to have service failure for its handling of the resident's ASB reports (taking approximately six months to take meaningful action, failing to follow through on mediation, and poor record-keeping),…
202119536 Housing association
The landlord acknowledged delays in repairing a leak. Following Ombudsman intervention, the landlord offered £2,500 compensation and to complete outstanding plastering and paint work, which the Ombudsman accepted as…
202015133 Housing association
The landlord sent the resident letters demanding payment for water charges and threatening tenancy breach, but the amounts were not actually owed due to how housing benefit payments were allocated. The Ombudsman found…
202017501 Housing association
The landlord was found guilty of maladministration for entering the resident's private garden without permission and removing three trees, without sufficient evidence to justify the immediate removal. The landlord…
202013222 Housing association
The Ombudsman found service failure by the landlord for not following through on promises to revisit a boundary issue and speak to a neighbour about parking, ordering an apology and £150 compensation. No…
202105338 Housing association
The Ombudsman found the complaint about the communal gate was outside jurisdiction as it had not exhausted the landlord's complaints procedure. It found no maladministration regarding the landlord's handling of a rodent…
202100229 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to purchase an additional share in her shared ownership property. The valuation dispute aspect was outside jurisdiction as it…
202105491 Housing association
The landlord was found to have a service failure because, after acknowledging failings in its response to damp repairs and a proposed decant, it offered less compensation at stage two than at stage one, causing further…
202016458 Housing association
The Ombudsman found no maladministration in how the landlord responded to the resident's ASB report, as it followed its policy and reasonably waited for the police to investigate the assault allegation. However, the…
202004876 Housing association
The landlord made an offer of redress following the Ombudsman's intervention, increasing compensation to the equivalent of 4 weeks rent and completing outstanding repairs including installation of a sink in the toilet,…
202009030 Housing association
The landlord acknowledged service failings in its response to a pest infestation and, following Ombudsman intervention, increased its compensation offer to £1,740.76 which the resident accepted. The Ombudsman found this…
202010327 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's antisocial behaviour reports about two neighbouring properties (dogs left at one property and alleged drug use/disturbance at…
202017392 Housing association
The landlord admitted service failure in handling damp works and kitchen repairs. Through the Ombudsman's mediation, the landlord agreed to pay £1462 compensation, which the Ombudsman determined resolved the complaint…
202008955 Housing association
Following mediation, the landlord increased its compensation offer to £200 and provided responses to the resident's queries about the toilet repair handling. The resident accepted this as a satisfactory resolution, and…
201913625 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's concerns about the security of the boundary fence. The landlord inspected the fence, found it secure and in good repair, and…
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