Check your landlordLandlord
Phoenix Community Housing Association (Bellingham and Downham) 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
- 26
- January 2021 to January 2026
- Maladministration found
- 62%
- 16 of 26 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 26 rulings.
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Maladministration | 7 | 27% |
| Partial maladministration | 9 | 35% |
| Reasonable redress | 8 | 31% |
| No maladministration | 2 | 8% |
“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 | 21 |
| Apology | 10 |
| Repairs | 6 |
| Take Specific Action (non-repair) | 6 |
| Other | 3 |
| Policy Review | 3 |
| Staff Training | 3 |
| Case Review | 2 |
| Process Change | 2 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Repairs (includes damp and mould) | 15 | 10 | |
| Managing Relations | 13 | 10 | |
| Moving/ | 5 | 5 | |
| Health and Safety (inc. building safety) | 3 | 2 | |
| Occupancy Rights | 2 | 1 | |
| ASB/ | 1 | 1 | |
| Estate Management | 1 | 1 | |
| Information and data management | 1 | 0 |
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 | 5 | 2 | |
| 2022 | 3 | 1 | |
| 2023 | 0 | 0 | |
| 2024 | 4 | 4 | |
| 2025 | 13 | 8 | |
| 2026 | 1 | 1 |
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.
7,747 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)
- 19
- Findings
- 44
- Maladministration findings
- 23
- Maladministration rate (share of findings)
- 52%
- Severe maladministration findings
- 0
- Compensation ordered
- £11,250
Regulator of Social Housing, 2024/25
Tenant Satisfaction Measures, year to 31 March 2025.
6,533 homes owned social rent and shared ownership, 31 March 2025
- Stage 1 answered on time
- 65.7%
- Stage 2 answered on time
- 53.3%
“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 26The 10 most recent of 26 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 20 January 2026Case 202207558 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) “The landlord delayed in responding at stage 2 of its complaints process.”
Orders or recommendations: Compensation
- 17 December 2025Case 202406891 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The landlord’s handling of the: a. Resident’s reports of subsidence and the associated repairs. b. Repair to the bathroom floor. c. Associated complaint.”
Orders or recommendations: Apology, Compensation, Repairs, Take Specific Action (non-repair)
- 16 December 2025Case 202511433 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s reports it misinformed her about the: Rent due in advance when she viewed the property. Building’s security measures when she viewed the property. We have also considered the landlord’s complaint handling.”
Orders or recommendations: Apology, Compensation, Other, Repairs
- 28 November 2025Case 202315952 · Secure TenancyReasonable redress
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to reports of damp and mould. We have also considered the landlord’s complaint handling.”
- 28 November 2025Case 202016457 · Assured TenancyMaladministration
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. We have also considered the landlord’s response to the complaint.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 29 August 2025Case 202418797 · Assured TenancyReasonable redress
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s reports about dampness, humidity and mould.”
Recommendations: Compensation
- 24 July 2025Case 202431391 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s reports of: An ongoing leak causing damp and mould. Her needing a kitchen replacement. How the out of hours team dealt with her request to remove a dead rat.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 5 June 2025Case 202334224 · 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 to the property. Decision to not decant the resident during repair work. We will also consider the landlord’s complaint handling as part of this investigation.”
Orders or recommendations: Apology, Case Review, Compensation, Other, Repairs, Take Specific Action (non-repair)
- 23 May 2025Case 202430029 · Secure TenancyReasonable redress
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s requests to install a ramp on a communal path.”
Recommendations: Compensation, Process Change
- 16 May 2025Case 202325999 · Assured TenancyReasonable redress
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s application to its hardship fund.”
Recommendations: Process Change
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