Check your landlordLandlord
Crawley Borough Council
Name shown exactly as the Ombudsman publishes it. If this landlord has merged or changed its name, older rulings may be listed under a former name.
Key figures
- Rulings published
- 14
- January 2021 to October 2025
- Maladministration found
- 57%
- 8 of 14 rulings: severe maladministration, maladministration or partial maladministration
- Severe maladministration
- 0
- rulings with this overall outcome. The Ombudsman’s 2025-26 report counts 0 severe maladministration findings (it counts findings, not rulings).
All landlords: maladministration found in 73% of rulings (13,428 of 18,334). Based on fewer than 30 rulings, so one new ruling can move the percentage by several points.
Open the full interactive viewSee, filter and share all 14 rulings.
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Maladministration | 5 | 36% |
| Partial maladministration | 3 | 21% |
| Reasonable redress | 2 | 14% |
| No maladministration | 3 | 21% |
| Outside jurisdiction | 1 | 7% |
“Maladministration found” on this site means the first three outcomes: severe maladministration, maladministration or partial maladministration. What these words mean.
Orders or recommendations
Number of rulings with each tag. The Ombudsman’s archive uses one tag for both orders and recommendations, and one ruling can have several. Where the outcome was reasonable redress or no maladministration, they are recommendations.
| Tag | Rulings |
|---|---|
| Compensation | 9 |
| Apology | 4 |
| Other | 4 |
| Policy Review | 1 |
| Process Change | 1 |
| Repairs | 1 |
| Staff Training | 1 |
| Take Specific Action (non-repair) | 1 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Managing Relations | 5 | 5 | |
| Financial | 4 | 1 | |
| Repairs (includes damp and mould) | 4 | 4 | |
| ASB/ | 2 | 0 | |
| Estate Management | 1 | 0 | |
| Information and data management | 1 | 1 | |
| Occupancy Rights | 1 | 0 |
A ruling can have more than one category tag. 2 rulings have no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2021 | 5 | 3 | |
| 2022 | 4 | 1 | |
| 2023 | 0 | 0 | |
| 2024 | 2 | 2 | |
| 2025 | 3 | 2 |
Calendar years, by the date printed on each ruling.
Size and complaint rates
Why the home counts differ: the Ombudsman counts homes owned or managed under its jurisdiction, including leasehold homes. The Regulator counts social homes owned.
Housing Ombudsman, 2025-26
Figures from the Ombudsman’s 2025-26 report on this landlord.
1 April 2025 to 31 March 2026. Counted by finding, not by ruling.
9,913 homes owned or managed under the Ombudsman’s jurisdiction, 31 March 2026
These per-1,000 figures are the Ombudsman’s own, for 2025-26. “Cases” counts all the cases the Ombudsman dealt with about this landlord, not only the determinations below.
- Determinations (cases decided)
- 4
- Findings
- 11
- Maladministration findings
- 5
- Maladministration rate (share of findings)
- 45%
- Severe maladministration findings
- 0
- Compensation ordered
- £700
Regulator of Social Housing, 2024/25
Tenant Satisfaction Measures, year to 31 March 2025.
8,231 homes owned social rent and shared ownership, 31 March 2025
- Stage 1 answered on time
- 79.8%
- Stage 2 answered on time
- 86.5%
“On time” means within the Complaint Handling Code timescales. Medians from the Regulator’s 2024/25 headline report. Contains public sector information licensed under the Open Government Licence v3.0.
The landlord’s own satisfaction results page (may now show 2025/26 figures)
Latest rulings
See and filter all 14The 10 most recent of 14 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 31 October 2025Case 202342908 · LeaseholderMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s requests that it should carry out repairs at the property. We have also investigated the landlord’s complaint handling.”
Orders or recommendations: Apology, Compensation
- 17 June 2025Case 202426918 · Secure TenancyReasonable redress
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s request for permission to store and charge a mobility scooter.”
Recommendations: Compensation, Take Specific Action (non-repair)
- 13 March 2025Case 202329723 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: Repairs to an uneven communal pavement and drain. The associated complaint.”
Orders or recommendations: Apology, Compensation
- 29 October 2024Case 202309971 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) (shortened) “The complaint is about: The landlord’s handling of the resident’s reports of a breach of General Data Protection Regulations (GDPR). The landlord’s handling of the resident’s concerns about the conduct of its contractor’s staff. The landlord’s handling of…”
Orders or recommendations: Apology, Compensation, Other
- 14 February 2024Case 202201018 · Secure TenancyMaladministration
What the complaint was about (from the ruling) (shortened) “The complaint is about the landlord’s: Response to reports of leaks. Response to the associated repair work from the leaks. Response to reports of groundwork defects in the garden. Handling of reports of settlement cracks. Handling of the resident’s…”
Orders or recommendations: Apology, Compensation, Other, Policy Review
- 5 October 2022Case 202201938 · LeaseholderNo maladministration
What the complaint was about (from the ruling) “The complaint is about: The landlord’s response to the resident’s concerns that a sensitive let was not enforced. The landlord’s response to the resident’s reports of noise nuisance.”
- 28 August 2022Case 202200784 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: Repairs needed to the extractor fan and ceiling in the resident’s bathroom. The associated complaint.”
Orders or recommendations: Compensation, Other, Repairs, Staff Training
- 19 April 2022Case 202113941 · Secure TenancyReasonable redress
What the complaint was about (from the ruling) “The complaint concerns the landlord’s decision to recharge the resident for repairs following a flood in her property.”
Recommendations: Process Change
- 21 January 2022Case 202103813 · Secure TenancyNo maladministration
What the complaint was about (from the ruling) (shortened) “The complaint is about the landlord’s response to the resident’s reports of noise nuisance from neighbouring properties, particularly with regards to the sound transference between the party wall and the landlords’ refusal to perform acoustic tests and…”
- 31 October 2021Case 202016326 · Assured TenancyNo maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s request for compensation for damage to her laptop computer following electrical work in the property.”
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