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 91 published decisions.
Amplius Living's maladministration rate (74%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202344683 Housing association
The landlord offered reasonable redress for its handling of the resident's request to install an EVCP, having apologised proportionately for granting permission in error (which had since expired). However, there was…
202529129 Housing association
The landlord removed a leaking shower but failed to arrange timely follow-up repairs, leaving the resident without a working shower for almost 8 months and failing to consider the children's mental health…
202219931 Housing association
Maladministration found in the landlord's handling of repairs due to poor record keeping and prolonged delays leaving outstanding repairs unresolved for over three years, including missing loft insulation causing cold…
202325476 Housing association
The complaint about the landlord's handling of the removal of a stairlift and other adaptations was found to be outside the Ombudsman's jurisdiction because it was not referred to the landlord within a reasonable time…
202506821 Housing association
The landlord did not repair the resident's front door within its repair policy timescales and lacked effective oversight, with weak record keeping causing avoidable delays; it acknowledged the failings, offered…
202502119 Housing association
The Ombudsman found maladministration in the landlord's handling of bathroom repairs, where the bathroom remained in disrepair for almost 7 months after the landlord became aware of its condition and it failed to…
202433842 Housing association
The Ombudsman found no maladministration in the landlord's response to reports that window cleaning services were not provided. The landlord correctly explained that the service charge covered communal windows only, per…
202335738 Housing association
The Ombudsman found maladministration in the landlord's handling of the replacement of a bathroom ceiling containing asbestos following a leak, which took almost 4 months during which the resident had no light in a…
202410747 Housing association
Service failure was found in the landlord's handling of boiler repairs (missing internal flue collar causing avoidable anxiety) and in its handling of the over-bath shower installation request (around 12-month delay…
202400542 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of a shower screen installation, but was responsible for maladministration in its handling of an associated leak (failing to treat it as an…
202529630 Housing association
The Ombudsman found no maladministration in the landlord's handling of anti-social behaviour reports or in its handling of the associated complaint. The landlord responded to ASB reports in line with its policy, made…
202347273 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the window locks, front door and associated complaint, and service failure in its handling of the roof leak/damp and mould and the shower repair. The…
202452702 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak. The landlord delayed logging and attending to a 7-day urgent repair, failed to maintain oversight of the roof repair it committed to, and did…
202524480 Housing association
The Ombudsman found reasonable redress for the landlord's response to reports of sewage leaking under the bathroom floor and associated repairs, and for its complaint handling. The landlord acknowledged delays, poor…
202422243 Housing association
The landlord's offer of redress (a £416.52 refund plus £150 compensation) for its handling of the resident's service charge queries was found to resolve that element satisfactorily. However, the Ombudsman found service…
202345463 Housing association
No maladministration was found in the landlord's response to the resident's request for clarification of service charges, as the lease required payment for communal facilities. However, service failure was identified in…
202517681 Housing association
The Ombudsman found maladministration in the landlord's handling of water ingress including damp and of damp and mould repairs, and service failure in its complaint handling. The landlord failed to act with urgency on a…
202422774 Housing association
The Ombudsman found maladministration in the landlord's response to reports of chimney repairs and associated internal work, which took around two years to complete despite a 28-day repairs policy timescale, with poor…
202526571 Housing association
The Ombudsman found service failure in the landlord's handling of outstanding external repairs and damp and mould, and in its complaint handling. The landlord was ordered to pay £11,098.23 compensation and to confirm in…
202332714 Housing association
The Ombudsman found maladministration in the landlord's response to recurring damp and mould in the living room, which remained outstanding for about 29 months (June 2023 to November 2025), and service failure in its…
202406830 Housing association
The complaint about the handling of a planned upgrade to services was outside jurisdiction. There was service failure in the management of the sinking fund (failure to provide a breakdown of the invoice and fund…
202500151 Housing association
The Ombudsman found service failure in the landlord's handling of reports of ASB, because it did not always show it had reviewed the evidence (video material) it was sent, and service failure in its handling of the…
202522366 Housing association
The resident complained about the landlord's handling of a leak from her wet room and of her complaint. The Ombudsman found reasonable redress on both heads: the landlord's apology and £825 compensation offer was…
202440895 Housing association
The Ombudsman found maladministration in the landlord's handling of a persistent bathroom leak, as it failed to carry out the inspection agreed in its stage 2 response, did not resolve the underlying issue, and failed…
202515774 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould, with repairs not to a reasonable standard and several unacknowledged failings, though the landlord made reasonable efforts including…
202435047 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's bathroom replacement, which took too long to fully resolve, failed to have due regard to the household's vulnerabilities, and was met…
202413428 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about the support service and charges, as the support charge was provided for in the tenancy agreement and its advice was…
202329768 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB — it did not follow its ASB policy, failed to complete action plans and risk assessments, delayed acting on reports,…
202431661 Housing association
The Ombudsman found service failure in the landlord's handling of its requests for the residents to declutter the property: while it correctly followed its hoarding policy and allowed a reasonable time to declutter, it…
202440913 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB concerns (failure to follow its ASB policy, create an action plan, or conduct a risk assessment despite known vulnerabilities, and…
202424659 Housing association
The Ombudsman found service failure in the landlord's response to reports of mould on the living room carpet (delays and inadequate record keeping/contractor oversight) and maladministration in its complaint handling…
202335826 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's damp and mould concerns and for its handling of the associated formal complaint. The landlord acknowledged its service…
202431207 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's antisocial behaviour reports, its communications about the neighbour moving the boundary fence, its failure to give 24 hours' notice of…
202509644 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's report of damp and mould (it closed the case in error, failed to communicate, and did not assess her claim for damaged belongings) and in…
202422555 Housing association
The Ombudsman found service failure in the landlord's handling of defects to the front door (significant delay), repairs to the back light (unreasonable delay completing a routine repair), and its complaint handling…
202321097 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns that his home was cold due to draughts entering through newly fitted windows and doors, as its communication was poor at times…
202332134 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the delay in completing ventilation repairs identified after a survey, with the work taking around 8 months beyond the…
202414643 Housing association
The Ombudsman found maladministration in the landlord's handling of the removal of asbestos from the garden and repairs to the garden, and service failure in its handling of repairs to the front door and the complaint.…
202334695 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a leak (water ingress) and service failure in its complaint handling. The landlord had already acknowledged some failings and…
202418079 Housing association
The Ombudsman found service failure in the landlord's decision that it is not responsible for maintaining the communal garden shared by four households, as this obligation is not set out in the tenancy agreement, the…
202317036 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the ceiling and roof, due to considerable delays (including a delayed asbestos survey and ceiling replacement) and poor communication with…
202408765 Housing association
The Ombudsman found the complaint about shower, boiler and radiator repairs outside its jurisdiction as the landlord had not had the chance to address it. It found maladministration in the landlord's handling of a…
202430094 Housing association
The Ombudsman found reasonable redress in the landlord's response to a bathroom leak: it missed opportunities to fully investigate the leak, failed to keep the resident updated and did not consider the impact on her…
202500808
The complaint concerned the landlord's handling of the resident's reports of damp and mould and associated repairs, including inspection and repair delays. Following the Ombudsman's intervention, the landlord offered…
202414452 Housing association
The resident, a leaseholder, complained that Amplius Living failed to properly manage service charges, leading to extra costs for the replacement of a lift under a Section 20 dispensation. The Ombudsman determined the…
202323434 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of an overhanging tree (delayed contact with the neighbour, inconsistent position on intervention, poor record keeping and failure…
202423518 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to communal lighting, which remained unresolved for nearly a year after the resident's initial report and involved continuous delays,…
202401618 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the ground maintenance service, the replacement of communal mats, and its associated complaint handling, and service…
202423616 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about the standard and frequency of grounds maintenance, and in its complaint handling. The landlord admitted failings, offered…
202422533 Housing association
The landlord missed an opportunity to explain during the mutual exchange that the back gate was an unauthorised structure that could not be relied upon, and failed to notify the resident when it approved the neighbour's…
202445868 Housing association
The Ombudsman found maladministration in the landlord's handling of several repairs reported by the resident, including to her doors and windows, which remained outstanding from July 2024 to April/May 2025. It ordered…
202321541 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's concerns about its contractor's conduct during a gas safety inspection. The landlord investigated, took responsibility, apologised, and…
202417094 For-profit provider
The Ombudsman found service failure in the landlord's handling of the resident's reports of a faulty Air Source Heat Pump, which was not permanently fixed until about four months after first report, because the landlord…
202418221 Housing association
The Ombudsman found service failure in the landlord's handling of communal grounds maintenance after it changed grounds maintenance contractors, with missed visits and no evidence that work was completed to the…
202428167 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of the property's condition (ventilation and damp and mould), its handling of reports of antisocial behaviour, its handling of…
202415453 Housing association
The Ombudsman found no maladministration in the landlord's position on a heating system upgrade and its response to a managed move request, maladministration in its handling of storage heater repairs, service failure in…
202305231 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a damp and mould inspection and responsive repairs (delays, missed appointments, poor record-keeping and communication failings) and in its handling…
202310014 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of damp and mould, and that the landlord's £520 offer of redress satisfactorily resolved the complaint about draughts…
202406123 Housing association
The complaint concerned the landlord's handling of the resident's concerns about the loss of housing benefit increases, as the resident believed the landlord should have kept the council informed of rent increases. The…
202317865 Housing association
The Ombudsman found reasonable redress in relation to the landlord's response to the resident's reports of repairs in the kitchen, bathroom and WC and associated damp and mould, as the landlord acknowledged and…
202428900 For-profit provider
The Ombudsman found no maladministration in the landlord's response to a leaseholder's request to relocate the communal bin store and her fire safety concerns following a fire in the store. It nevertheless recommended…
202442283 Housing association
The Ombudsman found severe maladministration in the landlord's handling of damp and mould and damage to the resident's possessions, maladministration in its handling of paving slab repairs and the replacement of the…
202220408 Housing association
The Ombudsman found that the landlord made satisfactory redress to the resident regarding both its handling of damp and mould reports and its complaint handling. The landlord attended promptly, carried out works, and…
202424819 Housing association
The Ombudsman found reasonable redress in the landlord's handling of both the property condition when let and repairs. It identified service failures — the property did not meet the lettable standard given the range of…
202329793 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about the annual solid fuel safety check, after its contractor sent an unqualified gas engineer and missed a rescheduled…
202423013 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 associated formal complaint. The landlord had instructed inspections but failed to…
202434001 Housing association
The complaint concerned the landlord's handling of damp and mould repairs, which had affected up to six rooms and where repairs promised in an earlier stage 2 response remained outstanding. Following the Ombudsman's…
202322984 Housing association
The landlord wrote to the resident giving more than 24 hours' notice of a stock condition survey, and the letter going missing was not its failing, but it should have recorded the agreed communication arrangements and…
202416520 Housing association
The Ombudsman found severe maladministration in the landlord's response to reports of damp and mould and the subsequent remedial repairs, given longstanding delays, poor contractor record-keeping and inadequate…
202331335 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's grounds maintenance concerns (failing to explain missed contractor visits, poor communication, failure to monitor contractor attendance…
202322332 Housing association
The resident complained about the landlord's goodwill payment offer after being stuck in the block's lift for around an hour. The Ombudsman found no maladministration: the lift had been serviced recently with no faults,…
202334124 Housing association
The landlord offered reasonable redress for its handling of reports of a leak and damp and mould, and for its handling of the associated complaint, with compensation totalling £1025. The Ombudsman found no…
202336556 For-profit provider
The Ombudsman found the landlord had already offered redress before investigation that satisfactorily resolved both the complaint about its handling of damp and mould and the associated complaint, so it made no further…
202312700 Housing association
The Ombudsman found service failure in the landlord's handling of reports that communal car park and grassed-area lighting was not working, which took over 8 months to repair with repeated missed and rescheduled…
202230495 Housing association
The Ombudsman found the landlord's £1,700 offer for porch repair failures amounted to reasonable redress, but found service failure in its complaint handling, ordering a written apology and £300 compensation.
202308309 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the garden fence, which far exceeded its repairs timescales on two occasions, and maladministration in its complaint handling, which…
202301199 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of damp and mould and the associated repairs, citing poor record keeping, substantial delays, inadequate contractor…
202318404 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's requests for information about the grounds maintenance contract and about a service charge increase, and maladministration in its handling…
202322334 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of multiple repairs, as repairs remained outstanding for at least eight months after the stage 2 response, and ordered the…
202216778 Housing association
The landlord paid £1,950 compensation at stage 2 for repair delays, communication failures, and distress caused, and following the Ombudsman's intervention paid a further £200 which the resident accepted, resolving the…
202303316 Housing association
The complaint concerned the landlord's handling of repairs to a communal floor area and the availability of the Scheme Manager. Following the Ombudsman's intervention, the landlord offered a further £700 in redress, and…
202311863 Housing association
The complaint concerned the landlord's handling of the resident's reports of anti-social behaviour. Following the Ombudsman's intervention, the landlord offered a further £750 in compensation, which the Ombudsman was…
202305793 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to assign her joint tenancy to her son. The landlord was entitled to refuse, as this was in line with the tenancy agreement…
202318202 Housing association
The Ombudsman found maladministration in the landlord's handling of and response to the resident's concerns about repairs following a structural survey, because recommended works remained largely incomplete and the…
202410731 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports that the property was cold and did not retain heat, and maladministration in its complaint handling. It ordered a written…
202232404 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports about repairs to his kitchen and bathroom, and about the cleaning and maintenance of communal areas in and around his building.…
202311022 Housing association
There was maladministration in the landlord's response to the resident's report of damage to his front door after the police forced entry: poor oversight and communication between the landlord and its contractors led to…
202326029 Housing association
The Ombudsman found severe maladministration in the landlord's response to the resident's reports of damp and mould, which spanned from October 2020 until the resident was decanted in August 2024 (198 weeks), due to a…
202333792 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould and in its record keeping, service failure in its complaint handling, and reasonable redress in its response to reports of…
202226698 Housing association
The Ombudsman found maladministration in both the landlord's handling of reported property defects and its complaint handling, ordering a total of £550 compensation and a written apology.
202212607 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs (including a dangerous shower, poor workmanship, and delays), severe maladministration in its handling of damp and mould reports…
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