Newlon Housing Trust (202528897)

Decision
Case ID	202528897
Decision type	Investigation
Landlord	Newlon Housing Trust
Landlord type	Housing Association
Occupancy	Applicant
Date	12 May 2026

Background

The applicant applied to buy a shared ownership property. The landlord refused the application on financial grounds. The applicant then submitted another application to buy a different property, which the landlord also refused due to financial concerns and “inconsistent” financial information. The resident was unhappy about the landlord’s decisions and said that he felt he had been accused of being dishonest.

What the complaint is about

The complaint is about the landlord’s handling of applications to buy a shared ownership property.
We have also considered the landlord’s complaint handling.

Our decision (determination)

There was no maladministration in the landlord’s handling of applications to buy a shared property.
There was service failure in the landlord’s complaint handling.

We have made orders for the landlord to put things right.

Reasons

The landlord’s handling of applications to buy a shared ownership property

The landlord’s website provides information about the process to buy a shared ownership property. It states that applicants must be assessed by one of its independent financial advisors. This is common practice when applying to buy a property.
The landlord’s independent financial advisor refused the applicant both times he applied. It was reasonable for the landlord to follow the advice of a qualified professional. We further note that the landlord would not have had the power to overrule this decision, as it related to the applicant’s borrowing capacity. Therefore the landlord acted in line with its policies when it rejected the applications.

Complaint handling

The landlord has a 2-stage complaints process. Its policy states it will issue a full response within 10 working days for stage 1 complaints and within 20 working days for stage 2 complaints. These timescales align with our statutory Complaint Handling Code.
In its stage 1 response the landlord awarded £25 compensation for its delay in acknowledging the applicant’s complaint. This was reasonable and in line with its complaints policy.
The landlord’s complaint responses were heavy-handed. In his escalation request the applicant provided a reasonable explanation of how the discrepancies in his applications had occurred. However, in its stage 2 response, the landlord stated that the applicant’s application was “concerning” and he was “trying to fit the criteria”. These accusations were unnecessary and caused the applicant avoidable distress.

Putting things right

Where we find service failure, maladministration or severe maladministration we can make orders for the landlord to put things right. We have the discretion to make recommendations in all other cases within our jurisdiction.

Orders

Landlords must comply with our orders in the manner and timescales we specify. The landlord must provide documentary evidence of compliance with our orders by the due date set.

Order	What the landlord must do	Due date
1	Apology order The landlord must apologise in writing to the applicant for the complaint handling failures identified in this report. The landlord must ensure: The apology is specific to the failures identified in this decision, meaningful and empathetic. It has due regard to our apologies guidance.	No later than 10 June 2026
2	Compensation order The landlord must pay the applicant £100 made up as follows: £25 previously awarded in recognition of the delay at stage 1 of the complaints process. £75 in recognition of the distress and inconvenience caused by the other complaint handling failings identified within this report. This must be paid directly to the applicant by the due date. The landlord must provide documentary evidence of payment by the due date. The landlord may deduct from the total figure any payments it has already paid.	No later than: 10 June 2026

Order

What the landlord must do

Due date

Apology order

The landlord must apologise in writing to the applicant for the complaint handling failures identified in this report. The landlord must ensure:

The apology is specific to the failures identified in this decision, meaningful and empathetic.
It has due regard to our apologies guidance.

No later than

10 June 2026

Compensation order

The landlord must pay the applicant £100 made up as follows:

£25 previously awarded in recognition of the delay at stage 1 of the complaints process.
£75 in recognition of the distress and inconvenience caused by the other complaint handling failings identified within this report.

This must be paid directly to the applicant by the due date. The landlord must provide documentary evidence of payment by the due date.

The landlord may deduct from the total figure any payments it has already paid.

No later than:

10 June 2026

Recommendations

Our recommendations are not binding, and a landlord may decide not to follow them.

Our recommendations
The landlord should consider how it communicates with applicants and residents during its complaints process. Our spotlight report on attitudes, respect and rights highlights the importance of empathy and use of tone to support positive communication.