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 20 published decisions.
Watford Community Housing Trust's maladministration rate (75%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202345521 Housing association
The Ombudsman found reasonable redress in how the landlord responded to 4 missed repair appointments and to the resident's complaint. The landlord awarded £80 for missed appointments and £100 for complaint handling,…
202530619 Housing association
The landlord made an offer of reasonable redress for its handling of damp and mould at the property, including compensation and a contribution towards damaged flooring. However, the landlord failed to log the resident's…
202425946 Housing association
The landlord made a reasonable offer of redress (£50) to remedy failures in its communication about planned works and estimated charges, which included an incorrect earlier estimate. The landlord was responsible for…
202538720 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of ASB by a neighbour, reports of noise transfer from the laundry room and communal front door, and its handling of the complaint. The landlord…
202414348 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about the cold property and heating system, and no maladministration in its complaint handling. It found reasonable redress…
202432882 Housing association
The landlord was found to have maladministrated its handling of a roof leak that left the resident with water ingress for over three years without a lasting repair, and to have committed service failure in its…
202207230 Housing association
The Ombudsman found maladministration for the landlord's failure to properly justify service charges for building insurance and audit fees (not permitted under the tenancy) and for not providing sufficient information…
202428513 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the resident's front door (identified as breaching fire regulations but not replaced for 372 days) and service failure in its response to the…
202205875 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (21-month delay for floor tiles), handling of staff conduct concerns (failure to investigate allegations), and complaint handling…
202307350 Housing association
The landlord delayed its response to communal drainage issues (74 working days) and communicated poorly, but it acknowledged its failings, apologised and offered £500, which the Ombudsman found to be reasonable redress.…
202202141 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of antisocial behaviour, due to inconsistent responses, failure to follow its ASB policy, poor record-keeping, and failure to…
202301550 Housing association
The Ombudsman found maladministration in the landlord's handling of both the resident's reports of damp and mould and the works to insulate the porch area. It ordered the landlord to pay £3,420 in compensation, carry…
202211914 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's rent account after a mistake in a rent increase letter caused a housing benefit shortfall and an arrear that took 10 months to resolve,…
202120555 Housing association
The Ombudsman found maladministration by Watford Community Housing Trust for delays and poor communication in handling repairs including damp and mould, and for its complaint handling. The landlord took 5 months to…
202124705 Housing association
The Ombudsman found maladministration in the landlord's handling of a resident's request to remove a ramp from her property, as the landlord initially agreed to remove it but later said it was not its responsibility,…
201914487 Housing association
The Ombudsman found service failure by Watford Community Housing Trust in its handling of repairs to the resident's kitchen. The landlord failed to diagnose that water ingress from the bathroom above was causing damage,…
202103329 Housing association
The landlord responded promptly to a water leak from the resident's boiler but failed to keep adequate records or provide evidence to support its explanation that the leak was unrelated to a gas safety check carried out…
202103445 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the re-turfing of the resident's garden lawn. The landlord carried out a post-inspection, assessed the work as acceptable, offered remedial…
202010443 Housing association
The Ombudsman found no maladministration in the landlord's response to a boiler leak. The landlord attended the emergency callout promptly, the previous gas service was satisfactory, and it was reasonable for the…
202008650 Housing association
The Ombudsman found no maladministration by Watford Community Housing Trust in its handling of the resident's reports of anti-social behaviour between March 2019 and September 2020, and no maladministration in its…
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