Check your landlordLandlord
Gentoo Group 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
- 43
- January 2021 to May 2026
- Maladministration found
- 67%
- 29 of 43 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).
Open the full interactive viewSee, filter and share all 43 rulings.
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Maladministration | 10 | 23% |
| Partial maladministration | 19 | 44% |
| Reasonable redress | 4 | 9% |
| No maladministration | 10 | 23% |
“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 | 31 |
| Take Specific Action (non-repair) | 18 |
| Apology | 17 |
| Repairs | 8 |
| Process Change | 6 |
| Case Review | 5 |
| Other | 4 |
| Staff Training | 4 |
| Policy Review | 2 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Repairs (includes damp and mould) | 24 | 19 | |
| Managing Relations | 22 | 18 | |
| Estate Management | 5 | 4 | |
| Moving/ | 5 | 4 | |
| ASB/ | 4 | 3 | |
| Financial | 4 | 4 | |
| Health and Safety (inc. building safety) | 3 | 2 | |
| Information and data management | 2 | 1 | |
| Occupancy Rights | 2 | 1 | |
| Planned Works | 1 | 0 |
A ruling can have more than one category tag. 6 rulings have no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2021 | 7 | 2 | |
| 2022 | 5 | 2 | |
| 2023 | 4 | 3 | |
| 2024 | 15 | 13 | |
| 2025 | 5 | 4 | |
| 2026 | 7 | 5 |
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.
29,695 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)
- 11
- Findings
- 26
- Maladministration findings
- 13
- Maladministration rate (share of findings)
- 50%
- Severe maladministration findings
- 0
- Compensation ordered
- £3,881
Regulator of Social Housing, 2024/25
Tenant Satisfaction Measures, year to 31 March 2025.
28,717 homes owned social rent and shared ownership, 31 March 2025
- Stage 1 answered on time
- 98.5%
- Stage 2 answered on time
- 99.2%
“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 43The 10 most recent of 43 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 15 May 2026Case 202336287 · Shared OwnershipPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s concerns about garden flooding. We have also considered the associated complaint.”
Orders or recommendations: Compensation
- 12 May 2026Case 202536910 · Assured TenancyReasonable redress
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s reports of rats in the property.”
- 30 April 2026Case 202453370 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Concerns about the condition of the property upon moving in. Reports of outstanding repairs. Complaint.”
Orders or recommendations: Apology, Compensation
- 29 April 2026Case 202448891 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: Repairs to the toilet and reports of a flood. The complaint.”
Orders or recommendations: Apology, Compensation, Staff Training
- 10 April 2026Case 202500036 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s: Concerns about the size of his second bedroom. Reports of ASB. Complaint.”
Orders or recommendations: Apology, Compensation
- 31 March 2026Case 202335115 · 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 replacement windows due to them causing damp and condensation. The landlord’s handling of the complaint.”
- 23 January 2026Case 202515300 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The landlord’s response to the resident’s reports of damp and mould. The associated complaint.”
Orders or recommendations: Apology, Compensation
- 7 November 2025Case 202334556 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The landlord’s response to the residents reports of a shower leak. The landlord’s complaint handling.”
Orders or recommendations: Apology, Case Review, Compensation
- 7 August 2025Case 202422461 · 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 damp and mould in the property. the resident’s reports of asbestos in the property. the resident’s reports of Antisocial Behaviour (ASB). the resident’s request to be rehoused.…”
Orders or recommendations: Apology, Compensation, Repairs, Take Specific Action (non-repair)
- 23 April 2025Case 202417253 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property. Temporary move.”
Orders or recommendations: Compensation, Take Specific Action (non-repair)
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