Complaints about Ealing-based housing association A2Dominion reached the Housing Ombudsman at more than three times the rate seen among comparable landlords, its latest annual performance report shows.
The Ombudsman received 623 cases concerning A2Dominion during 2025/26.
For every 1,000 A2Dominion homes, 17.7 cases reached the Ombudsman – more than three times the 5.4 cases among similar landlords.
A2Dominion owns or manages 35,261 homes across London and the south of England. It told EALING.NEWS that 3,879 are in Ealing, including 3,329 flats and 550 houses.
The gap was even wider when it came to cases where the Ombudsman found failings. A2Dominion recorded 6.6 maladministration findings for every 1,000 homes, compared with 1.2 among similar landlords.
Overall, 67% of its findings involved some form of maladministration, compared with 52% for landlords of a similar size and type and 62% nationally. The Ombudsman’s definition includes severe maladministration, maladministration and service failure.
A2Dominion did, however, record an improvement as its overall maladministration rate of 67% for 2025/26 was down from 79% in 2024/25 and 80% in 2023/24.
The figures are based on 157 determinations made between April 2025 and March 2026, resulting in 359 individual findings. Of the 343 findings used to calculate the maladministration rate, 231 fell within the Ombudsman’s definition of maladministration.
Repairs were among the areas highlighted in the report. A2Dominion had an 85% maladministration rate for responsive repairs and activity, compared with 72% nationally.
There were 13 severe maladministration findings in that category, while condensation, damp and mould accounted for 31 findings, including four of severe maladministration. A further two severe maladministration findings related to leaks.
The Ombudsman made 510 orders relating to A2Dominion cases, including 225 compensation orders, 122 apologies and 41 repair orders. A total of £109,489 in compensation was ordered.
The report shows A2Dominion complied with all 510 orders, with 507 completed within three months, one within six months and two recorded as overdue.
Speaking to EALING.NEWS, Antonia Phillips, head of complaints and resolution at A2Dominion, said: “We recognise that the number of complaints reaching the Housing Ombudsman remains too high and reflects occasions that we haven’t delivered the service our customers should expect.
“At the same time, the report shows our progress with our overall maladministration rate reducing by over 15% year on year. While there is still significant work to do, this suggests that the actions we’ve taken to strengthen our complaint handling, learn from Ombudsman decisions, and improve services, are beginning to have an impact.
“Over the last year we have continued to invest in improving our homes and services, with particular focus on repairs, damp and mould, complaint handling, and customer communication. We remain committed to learning from every complaint, and to delivering further improvements which will impact the experience our customers receive.”
