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 (83%) is higher than the average for housing association (79%) 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, no maladministration, severe maladministration, maladministration in the landlord’s handling of The landlord’s handling of the resident’s: Compensation request for increased water…
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 Local authority / ALMO / TMO
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of a leak. The associated complaint. Our decision…
202435787 Housing association
The Ombudsman found reasonable redress, no maladministration, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Reports of staff conduct. A leak to the property. We…
202406701 Local authority / ALMO / TMO
The Ombudsman found maladministration, reasonable redress, mediation settlement, severe maladministration in the landlord’s handling of the landlord’s handling of: Anti-social behaviour (ASB) and noise transference. The…
202509637 Housing association
The Ombudsman found service failure, severe maladministration, maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports of noise by a neighbour. Complaint.…
202506411 Housing association
The Ombudsman found maladministration, no maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of a scheduled window renewal and its response to the resident’s reports of the…
202504040 Housing association
The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of The landlord’s response to the resident’s reports of damp and mould. The Ombudsman has considered the…
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, severe maladministration, maladministration, no maladministration in the landlord’s handling of The landlord’s handling of a leak into the resident’s cupboard and the related damage…
202503845 Housing association
The Ombudsman found reasonable redress, maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould. Reports of…
202425919
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s concerns about: The removal of a solar panel. Carpet in the communal area. Our investigation will also consider…
202424721
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s concerns about the structural safety of the property, subsequent repairs and her temporary move. The…
202449534
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp in a bedroom and the associated repairs. Reports of water pooling at the front of the…
202332172
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of reports of repairs following a leak at the property..
202433137
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of damp and mould at the resident’s property..
202447244
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports that the condition of the windows was causing mould..
202331031
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Kitchen adaptations..
202439456
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of flooding into the property, including reports of property damage, damp, and mould. We…
202447225
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: reports of damp and mould. front door repairs. We have also considered the landlord’s complaint handling.. Total compensation…
202450758
The Ombudsman found reasonable redress, service failure in the landlord’s handling of : The landlord’s handling of the resident’s concerns about the fire alarm going off and the lift being deactivated. The landlord’s…
202420324
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould in the property. The associated complaint..
202331960
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports of a leak through her kitchen ceiling. The Ombudsman has also considered the landlord’s complaint…
202429771
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould. The associated complaints..
202440608
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould, and the associated remedial repairs..
202320191
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s report of low water pressure..
202323612
The Ombudsman found maladministration in the landlord’s handling of the way the landlord handled the resident’s Right to Buy (RTB) application and associated boundary dispute. This report has also assessed the…
202428388
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about the quality of fence repairs.
202314457
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about the standard of its repairs. This Service has also considered the landlord’s…
202423985
The Ombudsman found maladministration, no maladministration, service failure, reasonable redress in the landlord’s handling of REPORT COMPLAINT 202423985 Abri Group Limited 29 May 2025 (amended 1 July 2025) Our approach…
202327210
The Ombudsman found maladministration, service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of drain blockages in the property. The Ombudsman has also considered the…
202321477
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs to the heating and hot water system. We have also considered the landlord’s complaint…
202318516
The Ombudsman found no maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Concerns that the service charge was unreasonable. Requests for…
202234471
The Ombudsman found service failure in the landlord’s handling of the landlord's handling of the resident's requests to remove waste from the area surrounding her home. The Ombudsman has also considered the landlord’s…
202233472
The Ombudsman found service failure in the landlord’s handling of : The landlord’s response to the resident’s reports of problems with her back garden. The landlord’s handling of the associated complaints..
202319362
The Ombudsman found service failure in the landlord’s handling of the landlord's handling of the resident’s concerns relating to a neighbour’s video doorbell.. Total compensation ordered: £75.
202234501
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of repairs to external lighting, a toilet cistern, the back gate, the garden fence, and the front door canopy. The Ombudsman…
202302093
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The residents request to sell her share of her property. The complaint..
202318461
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s request for compensation due to failings in its handling of her mould reports.. Total compensation ordered:…
202314966
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the complaint has also…
202304600
The Ombudsman found reasonable redress, service failure in the landlord’s handling of The resident’s complaint is about the landlord’s response to his reports of roof leaks. The Ombudsman has also considered the…
202225982
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of damp and mould. The Ombudsman has also investigated the landlord’s complaint handling.. Total compensation ordered: £950.
202401476
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Allegations of harassment and reports of antisocial behaviour (ASB). The associated complaint.. Total…
202309628
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of faulty utility meters..
202317413
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Concerns about being recharged for a bathroom sink. Reports of…
202309128
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s report of a broken fence..
202214926
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: The information within the Subject Access Request (SAR) and the data stored on the resident’s record. The…
202228061
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns that a neighbour had erected a patio and fence without permission. Handling of the complaint..…
202201157
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also investigated the landlord’s complaint…
202322589
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s query about when her windows would be replaced. This Service will also investigate the…
202309963
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling..
202230717
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about a leak, and subsequent low water pressure in her bathroom. We have also considered the…
202322284
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of: The resident’s reports of damp and mould The residents complaint..
202227119
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s response to the resident’s repairs reports concerning her previous property..
202230579
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of other residents leaving bulk refuse in the communal bin store, and the associated costs being added…
202227515
The Ombudsman found maladministration, mediation settlement in the landlord’s handling of the landlord’s handling of: The resident’s reports about the condition of the garden. The resident’s complaint.. Total…
202309751
The Ombudsman found service failure, mediation settlement in the landlord’s handling of The resident’s complaint is about: The landlord’s handling of a leak at the resident’s property, including its communication. The…
202302263
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of subsidence at the property. The associated complaint.. Total compensation ordered: £500.
202234700
The Ombudsman found reasonable redress in the landlord’s handling of REPORT COMPLAINT 202234700 Abri Group Limited 8 May 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is…
202233917
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident's reports of damp and mould in her property. The resident’s concerns about damage caused to…
202312131
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s: Response to outstanding repairs to the property. Response to communal repair and service provision…
202230217
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of damp and mould in the resident’s property..
202206759
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s: handling of the resident’s requests to adapt its communication to meet her accessibility needs. complaint handling..
202229695
The Ombudsman found service failure in the landlord’s handling of the erection of scaffolding at the resident’s property. This Service has also investigated the landlord’s complaint handling.. Total compensation…
202126676
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of : The landlord’s handling of the resident’s concerns about the energy performance of the property including the cost to heat it and…
202218106
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of reports that the resident was unable to use her parking space.. Total compensation ordered: £450.
202120406
The Ombudsman found maladministration, service failure, no maladministration, reasonable redress in the landlord’s handling of : The landlord’s handling of the resident’s reports of racial harassment. The landlord’s…
202127784
The Ombudsman found mediation settlement, maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about parking at her sheltered scheme.. Total compensation ordered: £300.
202214884
The Ombudsman found maladministration in the landlord’s handling of the resident’s tenancy type following a mutual exchange..
202117971
The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of anti-social behaviour, hate crime and breach of covid-19 restrictions..
202205248
The Ombudsman found maladministration, service failure in the landlord’s handling of The complaint is regarding the landlords; response to the resident’s request for replacement windows and doors; and. complaints…
202204958
The Ombudsman found service failure, reasonable redress in the landlord’s handling of REPORT COMPLAINT 202204958 Abri Group Limited 31 May 2023 Our approach The Housing Ombudsman’s approach to investigating and…
202117957
The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request for the landlord to carry out works to her garden. Reports of anti-social…
202107780
The Ombudsman found mediation settlement, severe maladministration, maladministration in the landlord’s handling of : The landlord’s handling of repairs to windows at the property. The Ombudsman has also considered the…
202201662
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s: reports of damp and mould in her home; associated complaint.. Total compensation ordered: £800.
202221296
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of : The landlord’s handling of reports of a faulty shower. The landlord’s handling of the subsequent complaints..
202119402
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: the resident’s reports of the standard of communal cleaning within the resident’s building. the resident’s…
202216490
The Ombudsman found service failure in the landlord’s handling of : a proposed 5G installation on a landlord owned building near to the resident’s property, and; the landlord’s response to the resident’s complaint about…
202109697
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s decision to decline the resident’s request to level their garden to make it more accessible. The landlord’s complaint…
202124340
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s: response to the resident’s reports that she was allocated the wrong property; handling of the…
202015303
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of noise nuisance and her request for compensation. The associated complaint.. Total compensation…
202105835
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s reports of damp and mould. Complaint handling.. Total compensation ordered: £4588.
202203225
The Ombudsman found maladministration in the landlord’s handling of the landlord's actions following the death of the resident’s neighbour..
202121616
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of repairs to the resident’s front door.. Total compensation ordered: £350.
202102900
The Ombudsman found service failure in the landlord’s handling of : The landlord’s response to the resident’s reports about the suitability of the property. The landlord’s complaint handling.. Total compensation…
202103454
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s: Response to the resident’s reports of a faulty kitchen sink. Complaints handling..
202114840
The Ombudsman found service failure in the landlord’s handling of The complaint concerns how the landlord responded to the resident’s reports of inappropriate conduct by a staff member..
202007568
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of : The landlord’s response to the resident’s concerns about defects in her property. The landlord’s complaint…
202006482
The Ombudsman found service failure, reasonable redress, no maladministration in the landlord’s handling of The resident has complained about the landlord’s handling of repairs, in particular: Repairs to her front door.…
202003525
The Ombudsman found service failure, maladministration in the landlord’s handling of how the landlord has handled repairs to the drainage at the resident’s property.. Total compensation ordered: £660.
202004696
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports about the communal lift in the building. This investigation has also considered the landlord’s…
202012122
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: A silverfish infestation. Boiler repairs and a bathroom leak..
202102258
The Ombudsman found service failure in the landlord’s handling of The complaint concerns: The landlord’s banding and priority allocation in respect of the resident’s housing need and request for a three-bedroom property…
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