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 17 published decisions.
Westward Housing Group Limited's maladministration rate (76%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202403276 Housing association
The landlord offered reasonable redress for its handling of damp and mould. The Ombudsman found service failure in delays requesting a quote and completing works, but these had limited impact. The landlord's £140…
202206383 Housing association
The complaint about the landlord's maintenance of a communal piece of land was not investigated because it concerns a matter subject to ongoing court proceedings with the adjacent landowner, placing it outside the…
202429599 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of cannabis smoke and odour entering his home from a neighbouring property — it failed to complete a risk assessment or agree an…
202414474 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of drainage problems, damp and mould and associated repairs, concerns about the front door causing a pest infestation, and a reported…
202406785 Housing association
The complaint concerned the landlord's handling of reported structural movement and of damp and mould with associated damage to belongings. The Ombudsman found no maladministration in the handling of structural…
202339011 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's rent arrears and changes to his direct debit. It was appropriate for the landlord to maintain the resident owed the April 2022 arrears and…
202319772 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (ASB), including failing to open an ASB case, a disproportionate investigation and poor record keeping.…
202312923 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's concerns about its contractor's conduct and its subsequent offer of compensation. The landlord investigated the contractor's…
202348084 Housing association
The resident complained about the landlord's handling of damp, mould and cavity wall insulation issues. The Ombudsman found service failure: the landlord's communication was poor, the works took more than 10 months, and…
202305098 Housing association
Westward Housing Group was found to have maladministration in both its handling of the resident's reports of racially motivated antisocial behaviour (ASB) and her request for a management move, and in its complaint…
202341878 Housing association
The resident complained about the landlord's handling of repairs to his property, its response to reports of excessive heating costs, and its handling of his request to move. The Ombudsman found no maladministration in…
202212521 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about water temperature and pressure. The landlord did not carry out sufficiently extensive inquiries or monitoring, and failed…
202113399 Housing association
Maladministration in repairs handling (unreasonable delays up to over a year, poor communication), response to contractor conduct concerns (unannounced visits, failure to investigate), and complaint handling (delayed…
201909454 Housing association
The Ombudsman found maladministration for the landlord's handling of roof repairs (6-month delay completing insulation work, failure to inspect despite conflicting accounts) and for refusing to accept a formal complaint…
202014374 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of anti-social behaviour from a neighbour (a private owner) or in its handling of parking bay concerns, as the landlord…
202117310 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's reports of damage to a garden wall. The landlord inspected the wall twice, explained that garden maintenance (including the…
202117711 Housing association
The Ombudsman found that the landlord's offer of £400 compensation was reasonable redress for its handling of damp and mould reports, resolving that matter satisfactorily. However, there was service failure in the…
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