Eastlight Community Homes

The Housing Ombudsman is the independent body that investigates complaints about social landlords. When it finds a landlord got things wrong, it makes a finding of "maladministration" — or "severe maladministration" for the most serious failings. The findings below concern Eastlight Community Homes Limited, the housing association this page is about.^[2]

The 2025-26 performance report. The Ombudsman's report on Eastlight covers 9 cases decided between 1 April 2025 and 31 March 2026. It recorded a maladministration rate of 61.1% — 11 of 18 findings, a count that includes service failure.^[3] The national rate was 62%, and the rate the report gives for landlords of a similar size and type was 52%.^[3]

“The number of 'Mal' findings recorded for Eastlight Community Homes Limited is 11, which gives the Maladministration rate of 61.1% (11 / 18).”^[3]

Housing Ombudsman Service, Landlord Performance Report 2025/2026 – Eastlight Community Homes Limited (15 September 2026)

Where the findings fell. None of the findings was severe maladministration. Most concerned what the Ombudsman calls managing relations, which was mostly complaint handling, and anti-social behaviour. All 3 findings of maladministration, as opposed to service failure, were on managing relations.^[3][6] None of its 3 findings on responsive repairs was maladministration.^[3] The Ombudsman made 17 orders, including £725 in compensation ordered, and recommended a further £1,325. Every order that fell due during 2025-26 is recorded as complied with.^[3]

Its caseload and earlier years. In 2025-26 the Ombudsman received 4.3 cases per 1,000 Eastlight homes, against a median of 5.4 for landlords of a similar size and type.^[3] The same report gives Eastlight's rate as 91% across 4 cases in 2023-24, and 70% across 16 cases in 2024-25.^[3]

In individual cases. In March 2026 the Ombudsman found Eastlight had put things right over a leak that damaged a bathroom ceiling. Eastlight had missed its own repair timescales, but apologised and offered compensation.^[7] In September 2025 it found no maladministration in how Eastlight handled a tenant's reports of damp and mould. Eastlight had been unable to get access to finish a survey. The Ombudsman found service failure over damaged belongings.^[8] In April 2025 it found maladministration in Eastlight's complaint handling, and service failure in how it handled a tenant's reports of anti-social behaviour. It ordered an apology and £200 in compensation.^[9] In March 2025 it found Eastlight had put things right over a bedroom ceiling that collapsed after a leak, where its offer came to £1,052.^[10]

Eastlight's response. Eastlight's 2025-26 complaints report says fewer of its cases went to the Ombudsman than the year before. It says it moved damp and mould cases to a specialist team.^[6]

The Regulator of Social Housing (RSH) is the government body that checks social landlords meet required standards. It grades consumer standards — the homes and services tenants get — from C1 (the strongest) to C4. It separately grades governance (G1 to G4) and financial viability (V1 to V4).

Eastlight's consumer grade is C1. The regulator upgraded it in a judgement of 29 July 2026: "Our judgement is that overall the landlord is delivering the outcomes of the consumer standards."^[1]

“Our judgement is that overall the landlord is delivering the outcomes of the consumer standards.”^[1]

Regulator of Social Housing (GOV.UK), Eastlight Community Homes Limited (L4499) - Regulatory Judgement: 29 July 2026 (29 July 2026)

Why it was C2 before. An inspection completed in July 2025 graded Eastlight C2. It found weaknesses in providing an effective, efficient and timely repairs service, although Eastlight had plans in place and its performance was improving.^[1]

What changed. After the inspection, the regulator looked again at Eastlight's repairs. It found the changes were delivering consistent, sustained improvements for tenants, including through periods of higher demand. It also found Eastlight had strengthened its performance reporting to its board.^[1]

Where the regulator found strengths. It found a good level of reported compliance with landlord health and safety duties, and said Eastlight keeps an accurate, up-to-date record of the condition of its homes. It gained assurance on tackling anti-social behaviour, and on learning from complaints.^[1]

Governance and viability. Both grades are the highest available, and rest on the July 2025 inspection. Governance is G1: "Our judgement is that the landlord meets our governance requirements."^[1] Viability is V1. The regulator said Eastlight's forecast financial position is weaker than in earlier years, mainly because of higher management costs and investment in its existing homes. It added that financial capacity is built into Eastlight's business plan, with strong headroom over its lenders' covenants.^[1]

“Our judgement is that the landlord meets our governance requirements.”^[1]

Regulator of Social Housing (GOV.UK), Eastlight Community Homes Limited (L4499) - Regulatory Judgement: 29 July 2026 (29 July 2026)

No regulatory notice. There is no regulatory notice — a formal published finding of a breach — in force against Eastlight.^[2]

A housing association's repair duties are just as strong as a council's — and they do not depend on its track record.

Repairs. Under section 11 of the Landlord and Tenant Act 1985, Eastlight must keep the structure and exterior of a rented home in repair — the roof, walls, windows and doors — and keep the installations for heating, hot water, gas, electricity, water and sanitation in proper working order. This cannot be signed away in a tenancy agreement.

Fitness for human habitation. Under the Homes (Fitness for Human Habitation) Act 2018 (section 9A of the 1985 Act), a rented home must also be fit to live in — free from serious hazards, including damp and mould that could harm health.

Awaab's Law. Awaab's Law now sets legally binding timescales for social landlords, housing associations included, to investigate hazards such as damp and mould and make homes safe — the disrepair page sets out the main ones.^[11]

Eastlight's own repair timescales. Eastlight sorts repairs into four priorities, each with a published target time for a visit, which the disrepair page lists.^[14]

Where to report and complain. Report a repair through the My Eastlight portal (opens in new tab), by phone, or in writing. Complain through its two-stage process on its feedback and complaints page (opens in new tab). The disrepair page gives the phone number.^[14][17]