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 72 published decisions.
Anchor Hanover Group's maladministration rate (60%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202503421 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about its window cleaning service, as it appropriately acknowledged and responded to her concerns and requests. A…
202311697 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about lack of hot water, heating cost and efficiency, damp and mould, window and kitchen repairs, and bath handrails, due to…
202530774 Housing association
Severe maladministration was found in the landlord's handling of a disabled resident's request to adapt automatic doors to allow access for his mobility scooter, as it failed to consider its duties under the Equality…
202329492 Housing association
The complaint about the landlord's handling of personal information, response to repairs and maintenance, handling of concerns about the use and safety of communal areas, and complaint handling was resolved with the…
202438469 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request to be transferred to an alternative property, due to an unreasonable 11-week delay in informing her of the refusal and failure to…
202328326 Housing association
The Ombudsman found the landlord's response to the resident's concerns about the communal energy charge for the scheme amounted to reasonable redress (it took reasonable steps on the electricity contract, energy…
202504091 Housing association
The Ombudsman found no maladministration in the landlord's handling of the compensation offer, the resident's heating concerns, or the complaint itself. The complaint about faulty electrics was outside jurisdiction…
202430192 Housing association
The Ombudsman found maladministration in the landlord's handling of reported antisocial behaviour because, although it took several appropriate steps, it did not show it considered or promoted the ASB case review as its…
202422120 Housing association
The Ombudsman found maladministration in the landlord's implementation of an appropriate dress policy — it failed to properly consider the resident's disability, needs and Equality Act 2010 duties, and the impact of…
202420861 Housing association
The Ombudsman found maladministration in the landlord's handling of communal maintenance and cleaning, and in its handling of the resident's use of the communal garden. The landlord failed to meet its own repair…
202405674 Housing association
The Ombudsman found the resident's concerns about staff behaviour and allegations of theft were outside jurisdiction (brought too late). It found no maladministration in the landlord's handling of the resident's…
202315871 Housing association
A leaseholder complained about the landlord's response to poor workmanship by its contractors after works to her water tank and shower left damage and unsightly tiling. The Ombudsman found service failure: the landlord…
202308054 Housing association
This group complaint by 64 leaseholders of a retirement estate concerned the landlord's handling of tree and drainage works, its decision not to conduct monthly estate inspections, its proposal to replace the resident…
202301149 Housing association
The Ombudsman found maladministration in the landlord's handling of an energy rebate (delayed, inconsistent and unclear communication, and a 10-month delay before informing residents) and in its complaint handling…
202231369 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of poor staff conduct or anti-social behaviour.
202312182 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould and in its handling of the end of the tenancy and the recharges for works to the property. It found no maladministration in…
202318755 Housing association
The resident (a leaseholder in a retirement community) complained about the landlord's licensing of parking bays, its response to alterations to the car park layout, the recovery of door entry system costs through…
202223058 Housing association
The Ombudsman found the landlord's £950 compensation offer and apology for delays in responding to a leak amounted to reasonable redress, and found no maladministration in its handling of staff conduct complaints…
202304064 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about service charges for the local manager service: it had no adequate arrangements to consult residents after issuing the…
202306635 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a rodent infestation, his bay window repair, and reports of food being thrown in the external communal areas, as well as in…
202303691 Housing association
The Ombudsman declined to investigate four heads of complaint (service charge/bank account administration, the front door replacement programme, refusal to fund equipment, and delays in providing information and funds…
202232424 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns that his service charge included communal heating costs, due to poor communication and a failure to consider reasonable…
202231153 Housing association
The Ombudsman found no maladministration in the landlord's response to concerns about the standard of service provided by the location and area manager, noting it responded appropriately to an emergency and conducted a…
202210360 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of anti-social behaviour, as it conducted a fair investigation, liaised with the police, and took proportionate action. There…
202234287 Housing association
The Ombudsman found the landlord's prior offer of redress (waived sale-related fees plus £250) reasonable to resolve the complaint about its handling of the shared ownership property sale, but found maladministration in…
202215085 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports about staff conduct, a medical emergency, and dogs in communal areas. However, there was maladministration in the landlord's…
202215706 Housing association
The Ombudsman found service failure in the landlord's approach to a lease variation concerning a warden service, as it failed to clearly explain the voting thresholds, legal routes, and ballot validation to the…
202210139 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports or its decision to let a property to the alleged perpetrator. However, there was service failure in the landlord's…
202210054 Housing association
The Ombudsman found severe maladministration for the landlord's failure to address the resident's reports of excessive heat in his top-floor flat, including a 168-day delay in starting temperature monitoring and no…
202110135 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident about a sinking fund service charge increase. The landlord gave notice in line with the lease, responded to the resident's enquiries,…
202118379 Housing association
Severe maladministration was found in both the landlord's handling of the resident's reports of damp and mould and its complaint management. The landlord failed to resolve ongoing damp and mould issues, had inadequate…
202119309 Housing association
The Ombudsman found service failure by Anchor Hanover Group for its handling of a resident's reports of antisocial behaviour (failing to produce a risk assessment or action plan) and for its handling of the associated…
202107365 Housing association
The landlord was found to have maladministration for failing to complete damp and mould repairs in a timely manner (external work took nine months, internal work remained outstanding for over two years) and for poor…
202119769 Housing association
The Ombudsman found maladministration by Anchor Hanover Group for its handling of a resident's request for a walk-in shower, including poor communication, lack of updates, and failure to ensure reliable access to…
202121516 Housing association
The Ombudsman found that the landlord had a reasonable basis to ask the resident to temporarily refrain from smoking for contractor safety, but the wording of the notice was too dogmatic. The landlord's apology and…
202206059 Housing association
The Ombudsman found no maladministration in the landlord's response to its contracted parking company wrongly issuing parking tickets to the resident, as it acted promptly to resolve the issue. However, there was…
202017364 Housing association
The Ombudsman found no maladministration regarding the landlord's response to property suitability concerns and its refusal to allow CCTV viewing. There was maladministration in the landlord's assertion that the…
202210252 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about a hedge or in its response to a report of staff conduct. However, maladministration was found in the landlord's…
202118688 Housing association
The landlord was found to have maladministration for its handling of bathroom repairs that took 22 days, where it failed to offer temporary accommodation to a family with a new mother with mobility issues, provided…
202208627 Housing association
The landlord was found to have maladministration for failing to follow its recharges policy or keep adequate records when it recharged a leaseholder £144 for an electrician's call-out, and for providing unsatisfactory…
202208400 Housing association
The Ombudsman found that the landlord acted appropriately and promptly in response to the resident's pest infestation reports, including arranging contractor visits, offering alternative accommodation, and resolving the…
202113398 Voluntary
The Ombudsman found service failure for the landlord's temporary failure to provide a warden for around 12 months (breach of lease) and for complaint handling delays and errors. No maladministration was found in how the…
202202623 Housing association
The Ombudsman found service failure by Anchor Hanover Group in its handling of a resident's request to reinstate a lock on a communal back gate. The landlord failed to make evidence-based decisions, did not follow up on…
202124720 Housing association
The Ombudsman found no maladministration in the landlord's handling of damp reports, as it reasonably relied on surveyor evidence that the leak was the resident's responsibility. However, the landlord's complaint…
202004280 Housing association
The Ombudsman found that the landlord had made an offer of redress (apology and £100 compensation) prior to investigation which resolved the complaint satisfactorily. The landlord had reasonably handled the resident's…
202122869 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident sought a finding of liability and compensation for damage to possessions following a leak, which is a matter for the courts rather…
202114698 Housing association
The Ombudsman found maladministration by Anchor Hanover Group for its handling of a leaseholder's reports of a pest infestation in the loft. The landlord dismissed the resident's concerns, provided misleading…
202002338 Housing association
The Ombudsman found no maladministration in the landlord's handling of repair reports to the kitchen/cooker hood and doorbell, but found service failure in the landlord's complaint handling due to delays in…
202100002 Housing association
The Ombudsman found no maladministration by Anchor Hanover Group in how it administered the resident's rent account. The landlord explained its benefit calculation method, refunded a £27.72 credit, and undertook an…
202115872 Housing association
The Ombudsman found no maladministration by Anchor Hanover Group in its response to a resident's reports of a bed bug infestation. The landlord provided timely pest control treatments, guidance, and support including…
202107997 Housing association
The Ombudsman found no maladministration by Anchor Hanover Group in its handling of repairs to the resident's boiler and shower room. The landlord had inspected the boiler and shower room on multiple occasions, each…
201910311 Housing association
The Ombudsman found no maladministration in the landlord's handling of a complaint about summer temperature settings of a district heating system. The landlord responded promptly, repaired a faulty pump, and adjusted…
202107252 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about the ending of his tenancy and rent owed. The landlord reasonably held the resident to the terms of his tenancy…
202004337 Housing association
The Ombudsman found reasonable redress for the landlord's response to bathroom and heating works (the £120 compensation offered was appropriate), no maladministration regarding increased energy costs, and service…
202015214 Housing association
The Ombudsman found the complaint about the level and reasonableness of service charge increases was outside its jurisdiction, as such matters are more appropriately determined by the First-tier Tribunal (Property…
202105451 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about garden maintenance quality, as the landlord took reasonable steps to investigate, communicate, and address the issues.…
202010149 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of noise nuisance. The landlord took incremental and reasonable steps to investigate and address the issue, including…
202006922 Housing association
The Ombudsman found no maladministration in the landlord's handling of the applicant's waiting list application or in its allocations policy (no evidence of discrimination). However, there was service failure in the…
202014722 Housing association
The Ombudsman found service failure in the landlord's complaint handling. The landlord failed to adequately address all points raised by the resident at stage one and delayed its stage two response by one-and-a-half…
202101483 Housing association
The Ombudsman found service failure by Anchor Hanover Group for poor communication regarding a repair appointment to investigate a buzzing noise from the resident's electric meter. The resident was given confusing and…
202012089 Housing association
The Ombudsman found no maladministration by Anchor Hanover Group in its response to the resident's dispute about an allegation that he had been rude and aggressive towards staff. The landlord reasonably investigated the…
202105225 Housing association
The Ombudsman determined that the complaint about the costs of the catering service was outside its jurisdiction, as it concerns the level of service charges (excluded under paragraph 39(g) of the Scheme) and had…
202015843 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of ASB made about the resident, as sending a warning letter was a reasonable and proportionate response. The resident's own reports of ASB…
202007716 Housing association
The Ombudsman found no maladministration by Anchor Hanover Group in its handling of a resident's reports of silver fish at the property. The landlord took appropriate steps including urgent works, specialist pest…
202014148 Housing association
The Ombudsman determined that the complaint about the level of a service charge increase for heating and hot water was outside its jurisdiction, as the Scheme excludes complaints concerning the level of service charges…
202009169 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about compartmentalisation and smoke odours, as it took reasonable steps including surveys, sealing a soil pipe, and…
202008755 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to a leaking roof and dormer window, due to delays in resolving the leaks and in considering a roof replacement, as well as poor record-keeping.…
202008567 Housing association
The Ombudsman found service failure by Anchor Hanover Group for failing to inform the resident of a change to its sub-letting policy, causing inconvenience. The landlord was ordered to pay £150 compensation. A…
202003188 Housing association
The Ombudsman found no maladministration by Anchor Hanover Group in its decision not to award the resident priority status on its rehousing waiting list. The landlord followed its allocations policy, considered the…
202005751 Housing association
The Ombudsman found no maladministration by Anchor Hanover Group in its response to a resident's reports about members of the public using pathways through a retirement estate. The landlord had sought appropriate legal…
201916021 Housing association
The Ombudsman found no maladministration regarding the landlord's failure to inspect the property before purchase, but found service failure for significant delays in external decoration works (not done since 2009) and…
201913687 Housing association
The landlord failed to inform the applicant that the property would not be held while references were awaited, leading to him losing the property and incurring costs. The landlord acknowledged its failings, apologised,…
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