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 44 published decisions.
West Kent Housing Association's maladministration rate (70%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202423522 Housing association
The landlord failed to deliver grounds maintenance to its estate standard and did not adequately monitor its contractor, but acted promptly after the complaint and offered £50 compensation for inconvenience, which the…
202511980 Housing association
The Ombudsman found service failure in the landlord's response to reports of ASB by a neighbouring household, including failure to complete a risk assessment promptly, communication and record-keeping gaps, and closing…
202338269 Housing association
The Ombudsman found no maladministration in the landlord's handling of reported noise nuisance or its complaints handling. It found the landlord provided reasonable redress for failing to advertise a property as a…
202410017 Housing association
The complaint concerned the landlord's handling of the resident's request for a new bathroom due to health and safety concerns. The Ombudsman found service failure: the landlord's decision not to replace the bathroom…
202402020 Housing association
The resident complained about the landlord's handling of repairs and damp and mould in her bathroom and toilet. Following the Ombudsman's intervention the landlord agreed to pay a further £500 compensation (for its…
202348418 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's repairs reports, because it twice failed to address the woodlice infestation element of her complaint, and found the landlord's…
202325147 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about communal grounds maintenance and in its record keeping, having failed to log or respond to reports proactively and keep…
202419826 Housing association
The complaint concerned the landlord's handling of the resident's queries about the service charge. The Ombudsman found no maladministration: the landlord responded clearly and in good time, explained the charges…
202327097 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's requests about windows repairs, citing unreasonable delays, a failure to take interim measures and no evidence the issues were fully…
202419718 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs following a mutual exchange, and service failure in its handling of pest issues (rat and mice infestation) and of complaint handling. The…
202420972 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports (record-keeping, communication and repair delays, and a failure to clearly explain its…
202420405 Housing association
The Ombudsman found service failure in the landlord's handling of issues with the wet room flooring, where repairs were not completed as promised following the stage 1 response and there was a significant unexplained…
202400774 Housing association
The Ombudsman found reasonable redress in the landlord's handling of reports of damp and mould, service failure in its handling of reports about the kitchen ceiling, and no maladministration in its handling of the…
202321956 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for a permanent move (it wrongly treated an unsuitable property offer as one of her two reasonable offers and failed to respond…
202340274 Housing association
The Ombudsman found the landlord made offers of reasonable redress for its handling of the faulty steps and handrail repair and the delayed front door replacement, but found service failure in its handling of the…
202317974 Housing association
The landlord delayed about two years in addressing the resident's reports of inadequate external lighting and uneven surfaces/steps, failing to act after the pandemic until the resident re-raised the issues in 2022. The…
202320441 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about pigeon spikes (insufficient record keeping caused poor management of the issue) and in its complaint handling (a late stage…
202320196 Housing association
The Ombudsman found service failure in the landlord's handling of grounds maintenance charged through service charges. The landlord could not evidence the grounds maintenance completed or the dates of its new…
202317695 Housing association
The resident complained about the landlord's handling of a leak from his dishwasher, which he said was caused by the waste pipe not being properly secured. The Ombudsman found no maladministration: the landlord attended…
202333042 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a missed appointment to inspect damp and mould (it apologised and offered proportionate compensation), but maladministration in its complaint handling…
202306820 Housing association
The Ombudsman found maladministration in the landlord's handling of a bathroom leak and remedial works (including damp and mould in the cloakroom toilet), its handling of the associated recharges, and its handling of…
202127636 Housing association
The landlord was found guilty of maladministration for excessive delays and poor communication in handling outstanding defects (including a foul odour issue) at a shared-ownership property over several years. However,…
202226103 Housing association
The Ombudsman found no maladministration in the landlord's handling of utility debts left on the electric and gas meters or the void gas supply, but found service failure in its complaint handling due to delayed…
202307799 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's request to be contacted by phone (it had apologised and offered £100 compensation for not always using her preferred contact method).…
202307022 Housing association
The Ombudsman found no maladministration in the landlord's handling of a staff member's conduct during a phone call, as it investigated and explained the reasoning to the resident. However, there was service failure in…
202232049
The Ombudsman found maladministration, mediation settlement, service failure in the landlord’s handling of : The landlord’s handling of the resident’s request for a management move due to anti social behaviour. The…
202222048 Housing association
The Ombudsman found no maladministration in the landlord's handling of a leaseholder's concerns about notice of cyclical redecoration works and the related service charges, finding the landlord acted reasonably and in…
202127583 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of the resident's request to remove a partition wall (refunding costs and acknowledging communication failures). There was no…
202225004 Housing association
The Ombudsman found maladministration in the landlord's handling of prolonged damp and mould reports and in its complaint handling, but no maladministration in its decision not to offer temporary rehousing. It ordered…
202117684 Housing association
The Ombudsman found maladministration for the landlord's handling of ASB concerns about a neighbour's dog (failure to open a case or complete a risk assessment), maladministration for delays in addressing noise…
202214975 Housing association
The Ombudsman found that the landlord acted reasonably in placing a risk alert on the resident's file following staff reports of aggressive behaviour during a sign-up visit. The landlord's offer of redress (apologies…
202126586 Housing association
The landlord was found to have maladministration for its handling of a leak/raw sewage issue outside the resident's front door, which took over 2 years to resolve due to delays in identifying the leaseholder's…
202206320 Housing association
The Ombudsman found maladministration in the landlord's handling of a resident's reports of garden flooding (which took over two years to resolve) and in its complaint handling (which took a year to complete). The…
202214015 Housing association
The Ombudsman found maladministration in the landlord's decision to remove the resident's hardwired lifeline. The landlord failed to adequately communicate the decommissioning date, leaving the vulnerable resident…
202207643 Housing association
The Ombudsman found service failure by West Kent Housing Association for an unreasonable delay between October 2020 and January 2021 in proactively contacting the freeholder about a persistent roof leak affecting a…
202122162 Housing association
The Ombudsman found no maladministration in the landlord's handling of roof repairs (the roof was made watertight and replaced within planned works timescales), but found maladministration in communication and complaint…
202220036 Housing association
The Ombudsman found that the landlord offered reasonable redress for delays in repairing car park streetlighting. The landlord acknowledged its failings, completed the repairs, offered £60 compensation, and took steps…
202127861 Housing association
The Ombudsman found service failure in the landlord's handling of asbestos in the resident's property. The landlord failed to disclose the presence of asbestos at tenancy sign-up, contrary to its own policy, and failed…
202123016 Housing association
The Ombudsman found service failure by West Kent Housing Association for taking an unreasonable amount of time (over two months) to provide information the resident requested about proposed changes to alert systems at…
202000668 Housing association
The Ombudsman found no maladministration by West Kent Housing Association in its response to a shared ownership leaseholder's reports of defects with his new build property. While there were some delays and…
202116558 Housing association
The Ombudsman found no maladministration by West Kent Housing Association in its decision not to install soundproofing in the resident's property. The landlord had properly investigated the issue, obtained sound…
202121456 Housing association
The Ombudsman found no maladministration regarding the installation of gas central heating, as there was insufficient evidence to determine what the resident was told about carpet gaps. However, there was service…
202111894 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's query about the right to buy. The landlord correctly advised that the property did not carry the right to buy under the tenancy…
202102527 Housing association
The Ombudsman found that the landlord offered reasonable redress in response to the resident's concerns about paintwork on the back door. The landlord acknowledged the issue, offered to repaint the whole door or provide…
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