Hexagon Housing Association Limited

One published Housing Ombudsman decision about repairs in this landlord’s homes, read against the source. Part of our Housing Disrepair Index.

Read this first

These are not all the decisions about this landlord. They are the ones in our set, which was chosen because the complaints concerned damp, leaks, heating or pests. The number here says how many we read, not how many exist, and it cannot be compared with the number on another landlord’s page.

Each finding describes how one complaint was handled at one time. It is not a statement about how this landlord operates today, and it is not a verdict on the organisation.

About this landlord

This landlord is a housing association — a registered provider of social housing. It must belong to the Housing Ombudsman Scheme, so the Ombudsman route is open to its tenants once its own complaints process is finished.

For how the routes work when your landlord is a housing association, see housing association disrepair claims.

The decisions

Case 202125894decided 7 September 2023

In case 202125894 (Hexagon Housing Association Limited, decided 7 September 2023), the Housing Ombudsman’s most severe finding on the condition of the home was severe maladministration, on “handling of, and communication about, various repairs in the property”.

What was decided, issue by issue

severe maladministration — handling of, and communication about, various repairs in the property (disrepair)
severe maladministration — response to the resident’s reports of a mouse infestation (disrepair)
severe maladministration — Complaint handling (complaint handling)
severe maladministration — Record keeping (other)

The Ombudsman ordered compensation of £6,339.60. It made 7 orders and 1 recommendation — an order binds the landlord, a recommendation does not.

A senior member of staff to apologise in person for the failings identified, or in writing if the resident prefers.
Pay the resident £6,339.60.
Reimburse the cost of repairing the wall on production of receipts, or a reasonable alternative calculation.
Arrange an independent survey of all outstanding repairs, then write to the resident with its position and completion dates.
Investigate whether communal lighting is still charged to the resident, rectify it, and reimburse any additional costs.
Review complaint management, escalation, timeliness, and the efficacy of the informal complaints stage.
Review its repairs record keeping, staff training, system needs, missed appointments and internal communication.
Review the Ombudsman’s Spotlight Reports on repairs, damp and mould, and knowledge and information management. (recommendation — not binding)

Read the full decision on the Housing Ombudsman’s site

If this is your landlord

A decision about someone else’s complaint does not decide yours, and it is not evidence in your case. What it does show is that the route works and what it can produce. The free routes come first, and they cost nothing: report the repair in writing, use the landlord’s formal complaints process, and then escalate free to the Housing Ombudsman.

Whether a legal claim is also possible depends on your own facts. Our overview of housing disrepair claims explains what one involves.

Other housing associations in the index

Listed alphabetically, not ranked. See every landlord in the index.

Corrections

Every statement on this page comes from a published decision linked above. If anything here misdescribes a decision — including if you act for this landlord — tell us and we will correct it and say what changed. How the data was produced and checked is set out in the methodology.

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