Check your landlordLandlord
Cross Keys Homes Limited
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
- 11
- March 2021 to June 2026
- Maladministration found
- 73%
- 8 of 11 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 11 rulings.
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Maladministration | 2 | 18% |
| Partial maladministration | 6 | 55% |
| No maladministration | 3 | 27% |
“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 | 8 |
| Take Specific Action (non-repair) | 3 |
| Apology | 2 |
| Other | 2 |
| Staff Training | 2 |
| Policy Review | 1 |
| Repairs | 1 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| ASB/ | 5 | 4 | |
| Financial | 5 | 4 | |
| Managing Relations | 5 | 4 | |
| Repairs (includes damp and mould) | 5 | 4 | |
| Estate Management | 2 | 2 | |
| Occupancy Rights | 2 | 2 | |
| Moving/ | 1 | 1 |
A ruling can have more than one category tag. 1 ruling has no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2021 | 1 | 0 | |
| 2022 | 4 | 3 | |
| 2023 | 2 | 2 | |
| 2024 | 0 | 0 | |
| 2025 | 3 | 3 | |
| 2026 | 1 | 0 |
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.
14,336 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)
- 3
- Findings
- 12
- Maladministration findings
- 5
- Maladministration rate (share of findings)
- 45%
- Severe maladministration findings
- 0
- Compensation ordered
- £450
Regulator of Social Housing, 2024/25
Tenant Satisfaction Measures, year to 31 March 2025.
13,059 homes owned social rent and shared ownership, 31 March 2025
- Stage 1 answered on time
- 100%
- Stage 2 answered on time
- 100%
“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 11The 10 most recent of 11 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 2 June 2026Case 202535394 · Assured TenancyNo maladministration
What the complaint was about (from the ruling) “The landlord’s handling of the resident’s kitchen replacement and reasonable adjustments. We have also investigated the landlord’s handling of the complaint.”
- 28 May 2025Case 202413160 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about: the landlord’s handling of reports of antisocial behaviour (ASB) by and about the resident. the landlord’s decision to undertake tenancy enforcement action. The Ombudsman has also considered the handling of the resident’s complaint.”
Orders or recommendations: Apology, Compensation, Other
- 18 March 2025Case 202313867 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s reports of Anti-Social Behaviour (ASB) complaint handling”
Orders or recommendations: Apology, Compensation
- 25 February 2025Case 202205537 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) (shortened) “The resident’s complaint is about the landlord’s handling of: rent antisocial behaviour (ASB) and noise nuisance the radiator a heat/carbon monoxide alarm staff and contractor conduct washing lines a “false entry” into the property windows a request to be…”
Orders or recommendations: Compensation
- 10 August 2023Case 202118626 · LeaseholderPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the leaseholder’s: Concerns about the communal garden. Objection to the replacement of cladding. Related complaint. Objections to charges for the cost of cladding renewal.”
Orders or recommendations: Compensation, Staff Training, Take Specific Action (non-repair)
- 27 June 2023Case 202015692 · Assured TenancyMaladministration
What the complaint was about (from the ruling) (shortened) “The complaint is about The landlord’s handling of the resident’s reports of noise and other anti-social behaviour from an upstairs neighbour in a previous property. The arrangements for moving and the administration of the resident’s rent account following…”
Orders or recommendations: Compensation
- 24 November 2022Case 202103074 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) (shortened) “The complaint is about: The landlord’s response to the resident’s reports about the condition of the property at the start of the tenancy. The landlord’s response to the resident’s reports of repairs required at the property. The landlord’s implementation…”
Orders or recommendations: Compensation, Policy Review, Staff Training
- 29 September 2022Case 202115873 · Assured Shorthold TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to a request for stronger water pressure to the resident’s shower.”
Orders or recommendations: Compensation, Other, Take Specific Action (non-repair)
- 14 July 2022Case 202119455 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s reports about repairs.”
Orders or recommendations: Compensation, Repairs, Take Specific Action (non-repair)
- 16 April 2022Case 202103985 · Assured TenancyNo maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s reports of noise nuisance from a neighbour.”
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