Check your landlordLandlord
West Kent Housing Association
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
- 44
- July 2021 to February 2026
- Maladministration found
- 70%
- 31 of 44 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 44 rulings.
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Maladministration | 15 | 34% |
| Partial maladministration | 16 | 36% |
| Reasonable redress | 3 | 7% |
| No maladministration | 9 | 20% |
| Mediation | 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 | 35 |
| Apology | 17 |
| Take Specific Action (non-repair) | 13 |
| Other | 10 |
| Policy Review | 6 |
| Case Review | 5 |
| Repairs | 5 |
| Staff Training | 4 |
| Process Change | 2 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Repairs (includes damp and mould) | 22 | 18 | |
| Managing Relations | 19 | 17 | |
| Moving/ | 6 | 5 | |
| ASB/ | 5 | 2 | |
| Estate Management | 5 | 3 | |
| Financial | 4 | 2 | |
| Information and data management | 4 | 2 | |
| Health and Safety (inc. building safety) | 2 | 2 | |
| Planned Works | 1 | 1 |
A ruling can have more than one category tag. 4 rulings have no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2021 | 1 | 0 | |
| 2022 | 3 | 1 | |
| 2023 | 13 | 10 | |
| 2024 | 5 | 3 | |
| 2025 | 21 | 17 | |
| 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.
8,793 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)
- 23
- Findings
- 51
- Maladministration findings
- 23
- Maladministration rate (share of findings)
- 47%
- Severe maladministration findings
- 0
- Compensation ordered
- £10,632
Regulator of Social Housing, 2024/25
Tenant Satisfaction Measures, year to 31 March 2025.
8,485 homes owned social rent and shared ownership, 31 March 2025
- Stage 1 answered on time
- 99.4%
- Stage 2 answered on time
- 97.6%
“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 44The 10 most recent of 44 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 17 February 2026Case 202423522 · Shared OwnershipNo maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s reports of outstanding grounds maintenance. We have also assessed the landlord’s complaint handling.”
Recommendations: Compensation, Other
- 8 December 2025Case 202511980 · Shared OwnershipMaladministration
What the complaint was about (from the ruling) “The landlord’s response to reports of ASB by a neighbouring household. The handling of the complaint.”
Orders or recommendations: Apology, Compensation, Other, Take Specific Action (non-repair)
- 24 November 2025Case 202338269 · Secure TenancyNo maladministration
What the complaint was about (from the ruling) “The landlord’s handling of reported noise nuisance. The landlord’s handling of a request for it to conduct vetting for an incoming tenant. We have also considered the landlord’s complaints handling.”
Recommendations: Other
- 29 September 2025Case 202410017 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s request for a new bathroom due to health and safety concerns.”
Orders or recommendations: Apology, Compensation, Other, Repairs
- 29 September 2025Case 202402020 · Assured TenancyMediation
What the complaint was about (from the ruling) “The resident’s complaint is about the landlord’s handling of: Repairs and damp and mould in her bathroom and toilet. The complaint.”
Orders or recommendations: Compensation, Other
- 24 September 2025Case 202348418 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s concerns and reports of: Repairs including damp and mould, insulation issues, and a bathroom leak. Rewiring works and associated temporary accommodation.”
Orders or recommendations: Compensation, Take Specific Action (non-repair)
- 22 September 2025Case 202325147 · 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 communal grounds maintenance. handling of the complaint. We have also considered the landlord’s record keeping.”
Orders or recommendations: Apology, Case Review, Compensation, Other, Policy Review
- 28 August 2025Case 202419826 · Assured TenancyNo maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s queries about the service charge.”
- 30 July 2025Case 202327097 · OtherPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord's handling of the resident’s requests about windows repairs. We have also considered the landlord’s handling of the associated complaint.”
Orders or recommendations: Compensation, Policy Review, Repairs
- 23 June 2025Case 202419718 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: Repairs following a mutual exchange. Pest issues (infestation of rats and mice). The complaint.”
Orders or recommendations: Apology, Compensation, Repairs, Take Specific Action (non-repair)
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