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 42 published decisions.
West Kent Housing Association's maladministration rate (81%) is broadly in line with the average for housing association (80%) across published Ombudsman determinations.
202338269 Housing association
The Ombudsman found no maladministration, reasonable redress, severe maladministration, maladministration, mediation settlement in the landlord’s handling of The landlord’s handling of reported noise nuisance. The…
202410017
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s request for a new bathroom due to health and safety concerns.. Total compensation ordered: £100.
202402020
The Ombudsman found mediation settlement in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: Repairs and damp and mould in her bathroom and toilet. The complaint.. Total…
202348418
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s concerns and reports of: Repairs including damp and mould, insulation issues, and a bathroom leak. Rewiring…
202325147
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s: response to the resident's concerns about the communal grounds maintenance. handling of the complaint. We have…
202419826
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s queries about the service charge..
202327097
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of the resident’s requests about windows repairs. We have also considered the landlord’s handling of the associated complaint..…
202419718
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Repairs following a mutual exchange. Pest issues (infestation of rats and mice). The complaint..
202420972
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: the resident’s reports of damp and mould. the resident’s reports of rodents in the property. the…
202420405
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of: Issues with the wet room flooring. Issues with the tiling behind the toilet cistern. Issues with the…
202400774
The Ombudsman found reasonable redress, service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould. Reports about her kitchen ceiling.…
202321956
The Ombudsman found maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s handling of: The resident’s request for a move. The repairs to the resident’s property pending her…
202340274
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s handling of: The resident’s request for repair to the steps and the handrail at the front of the property. The…
202317974
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of inadequate external lighting and uneven surfaces on the steps in front of his property..
202320441
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns about pigeon spikes. Response to the resident’s concerns…
202320196
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of grounds maintenance work being charged for through service charges.. Total compensation ordered: £100.
202317695
The Ombudsman found no maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of a leak..
202333042
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of The resident has complained that the landlord missed an appointment to inspect damp and mould in her home. The Ombudsman has also…
202306820
The Ombudsman found maladministration in the landlord’s handling of the residents’ reports about the landlord’s handling of; A leak in the bathroom and remedial works (including damp and mould within the cloakroom…
202127636
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s reports of outstanding defects in the property. The related complaint.. Total…
202226103
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s: Concerns about the electric debt left on the meter at the start of the tenancy. Concerns…
202307799
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request to be contacted by phone. Anti-social behaviour (ASB) case. Request to…
202307022
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of: A staff member’s conduct during a telephone call with the resident. The associated complaint.. Total…
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
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns regarding notice of cyclical works to her building, and related charges..
202127583
The Ombudsman found service failure, reasonable redress, no maladministration in the landlord’s handling of the: Conduct of the landlord’s staff. Landlord’s response to the resident’s request for compensation for damage…
202225004
The Ombudsman found maladministration, reasonable redress, no maladministration in the landlord’s handling of : the landlord’s handling of reports of damp and mould in the property. the landlord’s response to a request…
202117684
The Ombudsman found mediation settlement, maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s: Concerns about her neighbour’s dog. Query regarding the path at the…
202214975
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s decision to place a risk alert on the resident’s record..
202126586
The Ombudsman found service failure, maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: The repair to a leak over the resident’s front door. The withdrawal of a management…
202206320
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of the garden flooding, the associated works, and offer of compensation. The Ombudsman has also…
202214015
The Ombudsman found maladministration in the landlord’s handling of the landlord's decision to remove the hardwired lifeline.. Total compensation ordered: £300.
202207643
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of remedial repairs to the roof of the block and electrical assessment of the resident’s property.. Total compensation ordered:…
202122162
The Ombudsman found no maladministration, maladministration in the landlord’s handling of REPORT COMPLAINT 202122162 West Kent Housing Association 23 June 2023 Our approach The Housing Ombudsman’s approach to…
202220036
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the level of compensation offered by the landlord following repairs and maintenance to the car park streetlighting..
202127861
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of asbestos in the resident’s property, including: The information provided at tenancy sign up; and The removal of asbestos from…
202123016
The Ombudsman found service failure in the landlord’s handling of the landlord's response to the resident’s concerns about proposed changes to the alert systems at their property.. Total compensation ordered: £50.
202000668
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of defects with his new build property..
202116558
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s decision not to install soundproofing in the resident’s property..
202121456
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s: Installation of gas central heating at the resident’s property. Complaint handling.. Total compensation ordered:…
202111894
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s query regarding the right to buy..
202102527
The Ombudsman found reasonable redress in the landlord’s handling of This complaint is about the landlord’s response to the resident’s concerns about the standard of paintwork to the back door..
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