Check your landlordLandlord
Shepherds Bush 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
- 54
- January 2021 to April 2025
- Maladministration found
- 81%
- 44 of 54 rulings: severe maladministration, maladministration or partial maladministration
- Severe maladministration
- 0
- the Ombudsman’s most serious finding
All landlords: maladministration found in 73% of rulings (13,428 of 18,334).
Open the full interactive viewSee, filter and share all 54 rulings.
Now part of The Guinness Partnership Limited
- The Guinness Partnership Limited · full merger (transfer of engagements) · 27 March 2025 · source: investegate.co.uk
Rulings published under Shepherds Bush Housing Association Limited stay listed under that name. Rulings under the current name are on The Guinness Partnership Limited’s page (333 rulings).
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Maladministration | 27 | 50% |
| Partial maladministration | 17 | 31% |
| Reasonable redress | 3 | 6% |
| No maladministration | 6 | 11% |
| Outside jurisdiction | 1 | 2% |
“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 | 46 |
| Apology | 20 |
| Take Specific Action (non-repair) | 17 |
| Other | 8 |
| Case Review | 7 |
| Repairs | 7 |
| Policy Review | 6 |
| Staff Training | 6 |
| Process Change | 2 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Repairs (includes damp and mould) | 25 | 21 | |
| Managing Relations | 19 | 17 | |
| ASB/ | 6 | 5 | |
| Financial | 6 | 6 | |
| Moving/ | 6 | 4 | |
| Health and Safety (inc. building safety) | 4 | 3 | |
| Estate Management | 3 | 2 | |
| Occupancy Rights | 2 | 1 |
A ruling can have more than one category tag. 14 rulings have no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2021 | 6 | 4 | |
| 2022 | 15 | 9 | |
| 2023 | 9 | 8 | |
| 2024 | 16 | 15 | |
| 2025 | 8 | 8 |
Calendar years, by the date printed on each ruling.
Size and complaint rates
No Ombudsman 2025-26 report is published under this name. The Ombudsman reports on this landlord under its successor, The Guinness Partnership Limited. Read that report (PDF)
The Regulator of Social Housing’s 2024/25 complaint figures are not matched to this name in our data.
Latest rulings
See and filter all 54The 10 most recent of 54 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 28 April 2025Case 202324063 · Assured Shorthold TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: Damp and mould and associated repairs. Pest control reports. Antisocial Behaviour (ASB).”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 24 April 2025Case 202215687 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “This complaint is about the landlord’s handling of the resident’s reports of noise nuisance by her neighbour.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 23 April 2025Case 202343209 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: The removal of items from a communal cupboard. The resident’s concerns about the conduct of its staff.”
Orders or recommendations: Apology, Compensation
- 25 March 2025Case 202321496 · Shared OwnershipMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of and communication about reports of property damage caused by subsidence.”
Orders or recommendations: Compensation, Repairs
- 5 March 2025Case 202225310 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to requests for reimbursement for damaged possessions following a roof leak.”
Orders or recommendations: Apology, Compensation, Other, Take Specific Action (non-repair)
- 28 February 2025Case 202319440 · Shared OwnershipMaladministration
What the complaint was about (from the ruling) “The complaint is about the information provided to the resident by the landlord regarding service charges.”
Orders or recommendations: Apology, Compensation, Staff Training, Take Specific Action (non-repair)
- 24 February 2025Case 202318813 · Assured Shorthold TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s concerns in relation to changing the communal door lock.”
Orders or recommendations: Compensation, Take Specific Action (non-repair)
- 7 January 2025Case 202335357 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: The resident’s reports of disrepair to the windows. The associated complaint.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 19 December 2024Case 202226018 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) (shortened) “The complaint is about the landlord’s handling of the resident’s: Request to have a cupboard removed from the property. Reports of damp and mould. Request to have a new bathroom and kitchen installed. Garage door repair. The Ombudsman has also considered…”
Orders or recommendations: Case Review, Compensation, Repairs
- 18 December 2024Case 202407308 · LeaseholderMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of reports of water ingress and damp and mould. The Ombudsman has also considered the landlord’s complaint handling.”
Orders or recommendations: Apology, Compensation, Other, Take Specific Action (non-repair)
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