Housing association
Performance summary based on published UK Housing Ombudsman determinations. Figures reflect only complaints that reached a formal determination and are not a complete measure of service.
Published determinations
Decisions with an adverse finding
Most serious findings
Total across decisions
Decisions against
Count of outcomes reached across complaint heads in 103 published decisions.
Abri Group Limited's maladministration rate (71%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202506575 Housing association
The landlord failed to record the resident as a joint tenant following a local authority referral, meaning her ex-partner signed as sole tenant and she could not contest the tenancy when evicted. The Ombudsman found…
202343974 Housing association
No maladministration was found in the landlord's response to reports of repairs concerning a bathroom extractor fan and damp/mould, as responsibility rested with the shared owner under the lease. No maladministration…
202408680 Housing association
The Ombudsman found service failure in the landlord's handling of kitchen and bathroom repairs and of damp and mould reports, and maladministration in its complaint handling. The landlord delayed repairs beyond policy…
202348261 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's concerns about window and door installations, and reasonable redress in its complaint handling. The landlord acknowledged failures,…
202211391 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about paying a service charge for services he did not receive, as the landlord should have managed the substantive issue better.…
202401973 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about a noisy gate installation, due to failure to carry out promised actions, consider the resident's vulnerabilities, and…
202400573 Housing association
The Ombudsman found maladministration in the landlord's response to reports of ASB, service failure in its response to communal area issues, and reasonable redress for its complaint handling. The landlord was ordered to…
202535167 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of repairs, as it delayed resolving a leak and damp/mould issues, failed to provide timescales or an action plan, and did not keep…
202347132 Housing association
No maladministration found in the landlord's response to the resident's concerns about a burst water pipe. The landlord was not available over the weekend when the pipe burst, but the managing agent had put reasonable…
202450403 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's ASB reports because it failed to complete a risk assessment in line with its ASB policy, despite identifying wellbeing concerns. It found…
202431979 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's compensation request for increased water bills: while declining compensation for financial loss was appropriate (increased usage was not…
202437670 Housing association
Service failure found in the landlord's handling of repairs to the roof, windows and balcony door due to significant delays, including a more than 2-year delay in undertaking window repairs. Reasonable redress found in…
202343084 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaseholder's leak reports: it took around two months to fix the leak, further delayed follow-on plastering and redecoration works, and failed to…
202435787 Housing association
The landlord offered reasonable redress for its handling of a report about a call handler's conduct and for its handling of a leak, and there was no maladministration in its complaint handling. The Ombudsman made no…
202406701 Housing association
The landlord was found to have maladministrated its handling of ASB and noise transference: it failed to make reasonable adjustments for the resident's ADHD, ignored alternative evidence, gave unclear and inconsistent…
202509637 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of neighbour noise and in its handling of the associated complaint. The landlord was ordered to apologise and pay £300…
202506411 Housing association
The Ombudsman found maladministration in the landlord's handling of a scheduled window renewal and its response to reports about the condition of the resident's windows: it failed to communicate the delay to the…
202504040 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of damp and mould (it did not follow its damp and mould procedure and delayed installing a recommended bathroom extractor fan) and…
202324968 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's requests for reclassification of her home, a housing transfer and mutual exchange, nor in its response to reports of damp and mould…
202338255 Housing association
The Ombudsman found service failure in the landlord's handling of a leak into the resident's cupboard and related damage: it failed to notify or inspect the resident's flat when fixing a leak above, did not keep her…
202503845 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's damp and mould reports, maladministration in its handling of ASB reports and the kitchen replacement request, and service…
202425919 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about the removal of her solar panel and in its complaint handling, and maladministration in its handling of her concerns about…
202424721 Housing association
The Ombudsman found the landlord made a reasonable offer of redress, under paragraph 53(b) of the Scheme, in relation to its handling of the resident's concerns about the structural safety of her property, the…
202449534 Housing association
The Ombudsman found maladministration in the landlord's handling of damp in a bedroom and associated repairs, water pooling to the front of the property and associated repairs, and the associated complaint. The landlord…
202332172 Housing association
The complaint concerned the landlord's handling of repairs after the resident's flat was flooded by a leak from the neighbour above. While there were failings (initial failure to raise follow-on works, poor…
202433137 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould. The landlord delayed identifying the cause and completing remedial works and did not offer reasonable compensation during its…
202447244 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports that the condition of the windows was causing mould. The landlord took too long to inspect (8 months), delayed a further 8 months…
202331031 Housing association
The complaint concerned the landlord's handling of agreed kitchen adaptations, including incomplete works and missed appointments. Following the Ombudsman's intervention, the landlord increased its compensation offer to…
202439456 Housing association
The complaint concerned the landlord's handling of flooding into the property (property damage, damp and mould). The Ombudsman found failings in the repair handling that could have amounted to maladministration, but the…
202447225 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp and mould, its handling of front door repairs, and its complaint handling. It found the £450 the landlord had already…
202450758 Housing association
The landlord's handling of the resident's concerns about the fire alarm activating and the lift being deactivated amounted to reasonable redress, as it responded to the fire alarm promptly and offered compensation for…
202420324 Housing association
The Ombudsman found no maladministration in the landlord's handling of the shared owner's reports of damp and mould in the loft, as the lease placed repair responsibility on the resident and the landlord gave accurate…
202331960 Housing association
The landlord took an unreasonable time to resolve a leak through the resident's kitchen ceiling and failed to address reported damp and mould in line with its commitments, but the Ombudsman found it offered reasonable…
202429771 Housing association
The Ombudsman found service failings in the landlord's handling of the resident's reports of damp and mould (delays chasing contractor reports, delayed follow-up inspections and communication, and a 7-month delay…
202440608 Housing association
The complaint concerned the landlord's handling of the resident's reports of damp and mould and associated remedial repairs. The landlord satisfactorily completed some repairs and offered reasonable redress at stage 1…
202320191 Housing association
The complaint concerned the landlord's handling of the resident's report of low water pressure in a gravity-fed system. The Ombudsman found maladministration because the landlord failed to take all reasonable steps to…
202323612 Housing association
The Ombudsman found the landlord took reasonable steps to resolve the boundary dispute affecting the resident's Right to Buy purchase and that delays were largely unavoidable, but its communication was lacking; its…
202428388 Housing association
The resident complained about the landlord's handling of concerns over the quality of fence repairs (a replaced fence panel and gravel board) intended to stop rats entering his garden. The Ombudsman found no…
202314457 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about the standard of its repairs, and maladministration in its handling of the complaint. It ordered the landlord to apologise,…
202423985 Housing association
The Ombudsman found maladministration in the landlord's response to reports about cracks to the building (delay, poor communication and an unaddressed flooring concern), service failure in its response to concerns about…
202327210 Housing association
The Ombudsman found maladministration in the landlord's handling of repeated drain blockages at a shared ownership new-build, as it failed to conduct adequate diagnostic investigations during the defect period and…
202321477 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of repairs to the heating and hot water system: it failed to be sufficiently thorough or proactive in satisfying itself that…
202318516 Housing association
The Ombudsman determined that the resident's concerns about the reasonableness of the service charge were outside its jurisdiction, found no maladministration in the landlord's handling of her requests for information…
202234471 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's requests to remove fly-tipped waste near her home, because it did not act sooner to establish it did not own the land and raised her…
202233472 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of problems with the back garden due to poor communication (missed callbacks, no response to an inspection request, and a 3-week…
202319362 Housing association
The resident complained about the landlord's handling of her concerns that a neighbour's video doorbell infringed her privacy. The Ombudsman found service failure: the landlord relied on the neighbour's own account of…
202234501 Housing association
The Ombudsman found reasonable redress in relation to the landlord's handling of repairs to external lighting, a toilet cistern, the back gate, the garden fence and the front door canopy, and in relation to its…
202302093 Housing association
The Ombudsman found service failure in the landlord's handling of a shared owner's request to sell her share, because it delayed fast-tracking the outstanding Land Registry title registration (the property was…
202318461 Housing association
The Ombudsman found service failure in the landlord's response to the resident's request for compensation due to failings in its handling of her mould reports. The landlord missed opportunities to respond to her…
202314966 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's antisocial behaviour (noise nuisance) reports, including missed opportunities to investigate promptly, closing the case before using all…
202304600 Housing association
The Ombudsman found reasonable redress on the landlord's response to the resident's reports of roof leaks: while the roof belonged to the freeholder and was managed by a management agent, the landlord was limited in…
202225982 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould, including a 16-month delay installing loft insulation, and in its complaint handling, ordering £950 compensation, an inspection, an…
202401476 Housing association
The Ombudsman found maladministration in the landlord's handling of allegations of harassment and reports of ASB: between June 2023 and May 2024 it failed to proactively monitor or manage the case, did not conduct an…
202309628 Housing association
The complaint concerned the landlord's handling of reports of faulty utility meters (gas, electric, hot and cold water) in a sheltered scheme, where the landlord acted as the resident's energy and water supplier. The…
202317413 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports or her concerns about being recharged for a bathroom sink (the landlord had already retracted the £168 charge after…
202309128 Housing association
The resident reported a fence (between her and her neighbour's property) had blown down in a storm and asked the landlord to repair it. The Ombudsman found no maladministration: the Tenancy Agreement made front and back…
202214926 Housing association
The Ombudsman found service failure for the landlord's handling of the resident's concerns about staff conduct (poor investigation and communication), reasonable redress for the handling of outstanding defects…
202228061 Housing association
The Ombudsman found maladministration in the landlord's failure to properly investigate and respond to a resident's concerns about a neighbour's unauthorised patio and fence, and maladministration in its complaint…
202201157 Housing association
The Ombudsman found service failure in the landlord's handling of damp and mould reports due to poor communication and failure to keep the resident informed, but noted the landlord took reasonable steps overall…
202322589 Housing association
The complaint concerned the landlord's handling of the resident's query about when her windows would be replaced, and its complaint handling. The Ombudsman found maladministration in the handling of the query (repeat…
202309963 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (failure to follow its damp and mould procedure after the first report, delay in the specialist survey, and…
202230717 Housing association
The Ombudsman found maladministration in the landlord's response to a leak and low water pressure, and in its handling of the associated complaint, ordering £1500 compensation (including a previously offered £700) and a…
202322284 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and in its handling of the resident's complaint. It cited unreasonable delays in carrying out independent…
202227119 Housing association
The Ombudsman found the landlord offered reasonable redress in its response to repeated repair issues at the resident's previous property, having already paid £5,400 compensation, despite some service failings and…
202230579 Housing association
The Ombudsman found service failure in the landlord's handling of reports of bulk refuse in the communal bin store and the associated service charges, and in its complaint handling. The landlord was ordered to…
202227515 Housing association
The Ombudsman found maladministration in the landlord's handling of reports about the condition of the resident's garden and in its complaint handling, ordering £225 further compensation plus a previously offered £500,…
202309751 Housing association
The Ombudsman found service failure in the landlord's handling of a leak at the resident's property (including communication) and in its complaint handling. The complaint about the landlord's handling of damp and mould…
202302263 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of subsidence at the property: there were delays and poor communication (including a 354-day delay completing the associated…
202234700 Housing association
The complaint concerned the landlord's handling of window repairs (drafty windows) and its complaint handling. The Ombudsman found the landlord's delays and poor communication amounted to service failures, but that its…
202233917 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould (repairs taking over 11 months and a failure to explore a decant given the resident's health vulnerabilities), and service…
202312131 Housing association
The landlord provided reasonable redress for its response to outstanding repairs and its communication, but there was a service failure in its response to communal issues (the communal door lock) and in its complaint…
202230217 Housing association
The Ombudsman found the damp and mould complaint was no longer within its jurisdiction because the resident had raised a counter-claim in court proceedings covering the same disrepair issues.
202206759 Housing association
The Ombudsman found that the landlord offered reasonable redress in its handling of a blind resident's requests for accessible communication (reasonable adjustments) and in its complaint handling. The landlord…
202229695 Housing association
The Ombudsman found the landlord's offer of redress resolved its handling of scaffolding erection, but found service failure in complaint handling, ordering payment of the £1,000 previously offered and confirmation it…
202126676 Housing association
The Ombudsman found that the landlord offered reasonable redress for both complaint heads. The landlord delayed inspecting the solid fuel heating system for around eight months despite the resident's reports of no…
202218106 Housing association
The Ombudsman found service failure by Abri Group Limited in its handling of the resident's reports that she was unable to use her parking space. The landlord initially acted appropriately but failed to manage the issue…
202120406 Housing association
The Ombudsman found no maladministration in the landlord's handling of racial harassment reports, discrimination concerns, CCTV requests, staff conduct concerns, or complaints handling. The landlord was found to have…
202127784 Housing association
The Ombudsman found maladministration in the landlord's response to a resident's parking concerns at a sheltered scheme. The landlord delayed responding (7 months), failed to properly consider tenancy terms about…
202214884 Housing association
The landlord mistakenly assigned the wrong tenancy type after a mutual exchange. Following Ombudsman intervention, it agreed to grant the correct assured tenancy and pay £1,000 compensation, which resolved the complaint.
202117971 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of anti-social behaviour, hate crime and breach of covid-19 restrictions. The landlord acted promptly, worked with the…
202205248 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's request for replacement windows and doors, due to poor communication about repeated delays, failure to provide a planning reference…
202204958 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports, as it failed to complete risk assessments, action plans, or proactively follow up. However, the landlord's complaint handling, despite…
202117957 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for garden drainage works, as the landlord had no responsibility for garden works and acted reasonably. It also found no…
202107780 Housing association
The Ombudsman found severe maladministration for the landlord's handling of window repairs that went unresolved for nearly five years, causing significant distress, inconvenience and additional heating costs.…
202201662 Housing association
The Ombudsman found service failure in the landlord's handling of damp and mould reports and the associated complaint. While the landlord was responsive and worked with specialists, communication failures caused…
202221296 Housing association
The Ombudsman found the landlord's £1,500 compensation offer for its handling of a disabled resident's repeatedly faulty shower to be reasonable redress despite misdiagnosis and a broken promise of alternative…
202119402 Housing association
The Ombudsman found service failure in the landlord's handling of communal cleaning reports (failure to monitor contractor performance), maladministration in handling grounds maintenance reports (delays addressing…
202216490 Housing association
The Ombudsman found service failure by Abri Group Limited due to delays in handling the resident's complaint about a proposed 5G installation on a neighbouring block. The landlord's substantive response to the 5G…
202109697 Housing association
The landlord was found to have maladministration for failing to properly consider making reasonable adjustments to the resident's garden to allow her to use some outside space, interpreting DFG guidance too…
202124340 Housing association
The landlord made an error allocating the resident to the wrong property at sign-up due to missing property numbers. It apologised, offered support, and £300 compensation, which the Ombudsman found to be reasonable…
202015303 Housing association
The landlord was found to have service failure for not managing the resident's expectations after noise monitoring, but overall its handling of noise nuisance reports was reasonable. The landlord's offer of £150 for…
202105835 Housing association
The landlord was found to have severe maladministration for its handling of a vulnerable resident's reports of damp and mould over several years, failing to commission a full damp survey and repeating ineffective…
202203225 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident's concerns about the landlord's actions following a neighbour's death did not have a clear adverse effect on the resident's own…
202121616 Housing association
The landlord was found to have service failure for its handling of repairs to the resident's front door. Although the door was part of a planned programme of works with some reasonable delays, the landlord failed to…
202102900 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress resolving its acknowledged service failures. The landlord initially failed to properly engage with the resident's concerns about property…
202103454 Housing association
The landlord's response to reports of a faulty kitchen sink and its complaints handling both involved service failures, but the landlord's apology, replacement of the sink, staff retraining, and complaint review…
202114840 Housing association
The Ombudsman found that the landlord offered reasonable redress to the resident regarding its response to reports of inappropriate conduct by a staff member. The landlord acknowledged the failings, apologised, cleaned…
202007568 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about property defects, as it reasonably signposted her to NHBC and the terms of her shared ownership lease. However, there…
202006482 Housing association
The Ombudsman found no maladministration in the landlord's handling of repairs to the resident's front door and kitchen cupboard/drawer (where £120 compensation offered reasonable redress for delays). Service failure…
202003525 Housing association
The Ombudsman found service failure because the landlord was unclear and inconsistent in explaining how it calculated its compensation offer to the resident, causing uncertainty and inconvenience. However, the…
202004696 Housing association
The landlord offered reasonable redress for its handling of the resident's reports about a communal lift that overheated in hot weather, as it ultimately installed an air conditioning unit to resolve the issue. However,…
202012122 Housing association
The Ombudsman found no maladministration in the landlord's handling of a silverfish infestation, as the landlord went beyond its obligations by arranging pest control visits and inspecting for damp. Regarding boiler…
202102258 Housing association
The Ombudsman found service failure by Abri Group Limited in its handling of the resident's application to move property (due to overcrowding and medical grounds) and in its complaint handling, for failing to…
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