Check your landlordLandlord
Estuary Housing Association 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
- 33
- August 2021 to June 2026
- Maladministration found
- 79%
- 26 of 33 rulings: severe maladministration, maladministration or partial maladministration
- Severe maladministration
- 1
- 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).
Open the full interactive viewSee, filter and share all 33 rulings.
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Severe maladministration | 1 | 3% |
| Maladministration | 17 | 52% |
| Partial maladministration | 8 | 24% |
| Reasonable redress | 1 | 3% |
| No maladministration | 4 | 12% |
| Outside jurisdiction | 2 | 6% |
“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 | 27 |
| Apology | 19 |
| Take Specific Action (non-repair) | 9 |
| Case Review | 7 |
| Other | 6 |
| Repairs | 5 |
| Policy Review | 3 |
| Staff Training | 3 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Managing Relations | 23 | 20 | |
| Repairs (includes damp and mould) | 19 | 16 | |
| Estate Management | 4 | 2 | |
| Moving/ | 4 | 1 | |
| ASB/ | 3 | 2 | |
| Financial | 1 | 0 | |
| Health and Safety (inc. building safety) | 1 | 1 |
A ruling can have more than one category tag. 3 rulings have no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2021 | 1 | 0 | |
| 2022 | 2 | 1 | |
| 2023 | 8 | 8 | |
| 2024 | 7 | 5 | |
| 2025 | 11 | 9 | |
| 2026 | 4 | 3 |
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.
4,427 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)
- 16
- Findings
- 33
- Maladministration findings
- 21
- Maladministration rate (share of findings)
- 64%
- Severe maladministration findings
- 0
- Compensation ordered
- £7,618
Regulator of Social Housing, 2024/25
Tenant Satisfaction Measures, year to 31 March 2025.
4,282 homes owned social rent and shared ownership, 31 March 2025
- Stage 1 answered on time
- 95.5%
- Stage 2 answered on time
- 98.1%
“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 33The 10 most recent of 33 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 11 June 2026Case 202403576 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Pest infestation and her request for reimbursement of costs incurred. Associated complaint.”
Orders or recommendations: Apology, Compensation
- 20 April 2026Case 202403709 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: Repairs to a fire sprinkler system. The associated complaint.”
Orders or recommendations: Apology, Compensation
- 6 March 2026Case 202512162 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of reports of a leak. We have also investigated the landlord’s complaint handling.”
Orders or recommendations: Apology, Compensation
- 4 February 2026Case 202341673 · Secure TenancyNo maladministration
What the complaint was about (from the ruling) “The complaint is about: The landlord’s handling of the resident’s request for a management move. The associated complaint.”
Recommendations: Compensation
- 16 December 2025Case 202335719 · Shared OwnershipNo maladministration
What the complaint was about (from the ruling) “The complaint is about: The landlord’s handling of the resident’s request for tree maintenance. The landlord’s complaint handling.”
Recommendations: Compensation, Take Specific Action (non-repair)
- 24 November 2025Case 202430696 · Shared OwnershipPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of anti-social (ASB) reports. We have also considered the landlord’s complaint handling.”
Orders or recommendations: Apology
- 30 September 2025Case 202340870 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Concerns about a gap at the bottom of the front door. Concerns about the position of the lock on the front door. Reports of repairs to the floor near the front door.”
Orders or recommendations: Apology, Compensation, Other
- 17 September 2025Case 202442489 · 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 damp and mould from 2024. We have also considered the landlord’s complaint handling as part of the investigation.”
Orders or recommendations: Apology, Compensation, Repairs, Take Specific Action (non-repair)
- 15 July 2025Case 202331300 · Shared OwnershipPartial maladministration
Orders or recommendations: Apology
- 16 June 2025Case 202232040 · Assured TenancyMaladministration
Orders or recommendations: Apology, Case Review, Compensation, Other
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