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 18 published decisions.
Housing 21's maladministration rate (61%) is lower than the average for housing association (80%) across published Ombudsman determinations.
202426905 Housing association
The Ombudsman found no maladministration, maladministration in the landlord’s handling of : The landlord’s response to the resident’s concerns about its buy back process. How the landlord handled the complaint. Our…
202412204
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s concerns about services charges for tree maintenance. We have also considered the…
202347346
The Ombudsman found reasonable redress in the landlord’s handling of the resident’s report of the landlord’s response about: The rent account. A community bike project. Parking. Damage to a carpet following a leak..…
202445677
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of: The level of rent and service charge. Communication about the rent and service charge. Concerns about the…
202216267
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of staff conduct. Reports of anti-social behaviour (ASB). Associated…
202228553
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of noise disturbance..
202210359
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s: Request to have a full refund of surplus water charges which was billed in error. Associated complaint..…
202212288
The Ombudsman found service failure in the landlord’s handling of the landlord’s: handling of allegations of antisocial behaviour (ASB) made against the resident; complaint handling..
202220722
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns over the handling of a welfare incident..
202206023
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord's handling of the resident's housing application..
202107347
The Ombudsman found no maladministration in the landlord’s handling of The landlord’s handling of the resident’s concerns over other residents’ use of her housing scheme’s communal drying/garden area..
202017589
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: Concerns about Covid-19 advice and safety. Concerns about fire safety due to fire doors being…
202117730
The Ombudsman found maladministration in the landlord’s handling of the landlord's response to the resident’s reports of misconduct by a member of the landlord’s staff, relating to a meeting held on 14 January 2020..
202116614
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord's handling of a reference request for the resident’s housing application for a property with another landlord..
202016290
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of allegations made about the resident swearing at a member of staff and the issuing of an antisocial behaviour (ASB) warning…
202005322
The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of anti-social behaviour (ASB)..
202002419
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s: request for compensation for items she had purchased for the…
201905687
The Ombudsman found maladministration in the landlord’s handling of This complaint is about: The landlord’s handling of the resident’s application for housing in an extra care property in 2016. The landlord’s response…
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