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 98 published decisions.
Aster Group Limited's maladministration rate (60%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202409747 Housing association
The landlord made a reasonable offer of redress in its handling of nuisance reports, taking appropriate and proportionate action despite communication failings. Service failure was found in the landlord's failure to…
202526007 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould, due to significant delays, poor record keeping and a failure to demonstrate learning from its failings, despite offering…
202403154 Housing association
The Ombudsman found maladministration in the landlord's handling of repainting the resident's front door, as its approach to arranging access was not sufficiently proactive and it raised the possibility of legal action…
202424564 Housing association
The landlord failed to consult the resident before introducing a new service charge for water hygiene testing as required by the tenancy agreement, and did not identify this procedural failure during the complaint…
202431017 Housing association
The Ombudsman found service failure in the landlord's handling of communications after a fire at the shared-ownership property, ordering an apology and £300 compensation (including £100 already offered). The…
202431989 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of antisocial behaviour (specifically the response to a neighbour's CCTV and related updates) and in its complaint handling. The…
202336098 Housing association
The landlord offered reasonable redress for its handling of reports of heat loss: there were unreasonable delays in repairs to doors, windows and insulation (a new-build defect passed to the developer), but the landlord…
202428820 Housing association
The landlord offered reasonable redress for its handling of the resident's reports of damp and mould: it failed to follow its damp and mould policy and did not take timely action to raise an inspection after the May…
202404232 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, its response to being told of the resident's adult child's vulnerabilities and support needs, or its complaint handling. It found…
202328085 Housing association
The landlord failed to log the resident's ASB reports promptly but took appropriate action once logged, in line with its ASB policy. Its offer of £100 compensation, which the Ombudsman found adequately reflected the…
202338819 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a bed bug/pest infestation (it recognised its failures, missed appointments and lack of action, and offered and later increased compensation which was…
202429120 Housing association
The Ombudsman found service failure in the landlord's handling of communal door repairs and the quality of works, because repairs it identified at a 7 October 2024 inspection were not completed until 8 April 2025,…
202346098 Housing association
The Ombudsman found maladministration in the landlord's handling of reports about drainage issues (failure to escalate investigation for over six months), reasonable redress in its handling of a ceiling leak (an…
202341575 Housing association
The complaint concerned the landlord's approach to moving the resident to alternative accommodation (a hotel, then a bungalow) after damp and mould reports. The Ombudsman found the landlord's response to the damp and…
202430598 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of a drainage issue (a delayed CCTV drain survey and repeated blocked-toilet reports), with the £300 offered in the complaints…
202419335 Housing association
The resident complained about the condition of the property at the time of her mutual exchange and the subsequent repairs. The Ombudsman found the landlord's pre-exchange inspections, repairs and compensation offers…
202403568 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for replacement windows and reports of damp and mould: it failed to act on its thermal imaging survey or complete necessary…
202325757 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of repairs to the property following a mutual exchange. While the landlord did not complete all required repairs within its policy timescales…
202450788 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's requests for the kitchen, bathroom and roof to be replaced, nor in its handling of the resident's reports of damp and mould and the…
202332051 Housing association
The resident, a shared-ownership leaseholder, complained about the fire safety measures installed in their property and the landlord's communication around fire safety concerns following a lightning strike and fire. The…
202438674 Housing association
The complaint concerned the landlord's handling of the resident's concerns about her rent and its handling of reports of asbestos. The Ombudsman found the landlord's pre-investigation redress (including £75 for a…
202405025 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's staff conduct concerns, its handling of car park works, and its complaint handling, but no maladministration in its handling of damp and…
202321356 Housing association
The Ombudsman found severe maladministration in the landlord's response to the resident's reports of damp and mould, having failed to take a proactive approach to a potential health hazard under the HHSRS and…
202424253 Housing association
The resident complained about the landlord's handling of her reports of issues with her neighbour, including alleged cannabis cultivation, welding, and noise. The Ombudsman found the landlord responded promptly and…
202309278 Housing association
The Ombudsman found no maladministration in the landlord's handling of requests for information about gas boiler certification, as it acted reasonably in requiring annual gas safety certificates under the lease and…
202327863 Housing association
The landlord significantly delayed action on the resident's reports of ASB, failing to allocate an ASB officer, open a case, risk assess, provide an action plan or signpost support within reasonable timeframes, and did…
202324111 Housing association
The Ombudsman found maladministration in the landlord's handling of bathroom repairs, its response to reports of drainage issues causing damp and mould, and its complaint handling. It ordered the landlord to pay…
202320887 Housing association
The Ombudsman found maladministration both in the landlord's response to a shared owner's service charge queries and concerns and in its complaint handling, ordering a written apology and £250 compensation. The landlord…
202329810 Housing association
The complaint concerned the landlord's handling of personal items being stored in a communal electrical cupboard, which it failed to remove over a long period despite its zero-tolerance policy and repeated inspections.…
202319962 Housing association
The landlord took 154 days to repair a leak into the resident's bedroom, failed to arrange a surveyor promptly, asked the resident to arrange access to a neighbouring property, did not keep him updated, and left his…
202311926 Housing association
The complaint concerned the landlord's response to the resident's requests to replace garden fencing. The Ombudsman found no maladministration: the landlord responded promptly and clearly, consistent with the tenancy…
202403236 Housing association
The Ombudsman found the landlord's handling of the resident's ASB reports amounted to reasonable redress, as it acknowledged service failings (delay in progressing the ASB case and the absence of an impact assessment),…
202305562 Housing association
The Ombudsman found the landlord's £300 offer was reasonable redress for its handling of defect repairs (including failing to pass on photos of the back door and failing to investigate a mould report), no…
202227882 Housing association
Following the Ombudsman's intervention, the landlord paid a further £600 on top of its earlier £275 offer for delays in repairing blown external wall insulation, and the resident confirmed she was satisfied, so the case…
202421702 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of antisocial behaviour by a neighbour (warning letters were used despite proving ineffective, with no evidence of escalation, regular review…
202300109 Housing association
The complaint concerned the landlord's administration of the resident's service charge for the maintenance and repair of adaptations (automatic door openers installed via a DFG). The Ombudsman found maladministration in…
202312581 Housing association
The landlord offered reasonable redress for its handling of damp and other repairs, its repair of a blocked toilet in May 2022, and its administration of appointments. However, there was maladministration in its…
202324151 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould (it took 79 days to inspect, did not give due regard to the household's vulnerabilities, and its compensation and advice…
202404076 Housing association
The Ombudsman found maladministration in the landlord's handling of roof repairs (delayed permanent repairs and poor communication) and service failure in its handling of damp and mould reports and its formal complaint…
202305147 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of antisocial behaviour. While the landlord followed its ASB procedures, liaised with partner agencies and offered mediation, it…
202230046 Housing association
The Ombudsman determined that the complaint about the resident's request to remain in a decant property had already been investigated under a prior case reference and closed the file as outside its jurisdiction.
202304972 Housing association
The complaint concerned the landlord's handling of the resident's reports of antisocial behaviour (a neighbour's threat and noise) and the associated formal complaint. The Ombudsman found no maladministration on either…
202320973 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of ASB (delays in following its ASB procedure, failure to complete/review an impact assessment, and brief, low-empathy…
202309418 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of noise from a neighbour. It did not evidence timely or appropriate action (no risk assessment, delayed case opening, late…
202229055 Housing association
The Ombudsman found service failure in the landlord's handling of no heating/hot water reports, no maladministration regarding a blocked sink, cuckooing, or staff bullying concerns, and ruled the care provision…
202234482 Housing association
The Ombudsman found the landlord's response to the resident's request to be reimbursed for the loss of his burger van was outside jurisdiction (raised more than 2 years after the event), that the landlord offered…
202233480 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould (inspection outside its 10-working-day timescale, no urgency or interim solutions given the resident's vulnerability, no…
202327751 Housing association
The Ombudsman found maladministration in the landlord's handling of mould in the resident's shower room: it failed to address ventilation issues, delayed a further inspection, failed to recognise the household's…
202224551 Housing association
The Ombudsman found service failure in the landlord's ASB handling due to a missed risk assessment, ruled part of the complaint outside jurisdiction as already decided, and found no maladministration in complaint…
202122022 Housing association
The landlord was found to have maladministration for its handling of repairs to the resident's block, including significant delays (over 2 years) in making a fire door safe and completing communal repairs, poor record…
202230053 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's mutual exchange request, as the refusal was properly based on a section 106 local connection restriction that was clearly explained…
202233003 Housing association
The complaint concerned the landlord's response to the resident's concerns about a service charge for door entry system maintenance. The Ombudsman found maladministration: the landlord did not show that the tenancy…
202306225 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould and in its response to the resident's complaint about its contractor's conduct, and found the landlord had made an offer of…
202310554 Housing association
The Ombudsman found the landlord failed to communicate effectively with the resident and delayed its stage 2 complaint response, but that its offer of £1,400 compensation satisfactorily resolved the complaint about its…
202226132 Housing association
The Ombudsman found reasonable redress for the landlord's handling of repeated damp/mould and leak repairs, decants, and complaint handling given prior compensation offers, no maladministration over decant permanency or…
202112675 Housing association
The Ombudsman found reasonable redress by the landlord for its handling of disrepair and poor-quality works (the landlord offered £550 compensation, which was proportionate). However, there was maladministration in the…
202209256 Housing association
The Ombudsman found reasonable redress by the landlord for its handling of a resident's prospective shared ownership purchase that ultimately fell through due to developer delays. While the landlord could not have…
202216313 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about staff conduct, but found maladministration in the landlord's handling of pest control issues (recurrent bed bug…
202233448 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for quarterly rent statements and no maladministration in its complaint handling, but found service failure in how it handled…
202210579 Housing association
The Ombudsman found no maladministration by Aster Group Limited in its handling of the resident's boiler and thermostat. The landlord properly installed the boiler, rectified minor defects identified by Gas Safe…
202205493 Housing association
The Ombudsman found maladministration by Aster Group Limited for its handling of a shared-ownership leaseholder's reports of defects including damp and mould and external door issues, reported almost 4 years prior. The…
202216842 Housing association
The Ombudsman found maladministration in three areas: the landlord's introduction of a service charge for a fall arrest system without proper consultation or legal basis; its failure to maintain the living roof for…
202116121 Housing association
The Ombudsman found no maladministration in the landlord's handling of estate waste management, reports of laundry on balconies, or requests to align lease/tenancy terms. However, there was service failure in the…
202210364 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour by a neighbour. The landlord followed its ASB policy, acted promptly, worked with partner agencies,…
202116470 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, management transfer request, kitchen/bathroom renewal request, or COVID-19 repairs prioritisation. Service failure was found for not…
202108633 Housing association
The Ombudsman found maladministration in the landlord's handling of defects and snagging issues at a shared-ownership new-build property, service failure in its complaints handling, and maladministration in its record…
202200958 Housing association
The landlord was found to have severe maladministration for its handling of a resident's reports of defective guttering and damp over more than two years, failing to carry out proper investigations, provide temporary…
202228755 Housing association
The Ombudsman found maladministration in the landlord's handling of a roof leak causing damp and mould and related repairs, due to prolonged delays completing agreed works, and ordered a schedule of works plus…
202221546 Housing association
The Ombudsman found maladministration in the landlord's handling of a persistent bay window leak, related damp and mould, and its complaint handling, ordering £2,125 compensation (including the £550 already offered) for…
202201448 Housing association
The Ombudsman found service failure in the landlord's allocation of a neighbouring property (it failed to consider the impact on existing residents), and maladministration in its handling of the resident's ASB reports…
202223235 Housing association
The Ombudsman found maladministration in the landlord's handling of a disabled resident's decant request and service failure in its complaint handling, but reasonable redress for its handling of damp and mould repairs…
202104588 Housing association
The Ombudsman found that the landlord made reasonable efforts to address the resident's reports of a pest infestation over several years, including multiple treatments, expert advice, and extensive building works. While…
202204915 Housing association
The Ombudsman found maladministration in the landlord's handling of window repairs and its complaint handling. The landlord was unclear about its repair responsibilities under the lease, delayed arranging temporary…
202115659 Housing association
The Ombudsman found service failure regarding the landlord's grounds maintenance and maintenance of communal areas, due to a lack of evidence it completed actions it committed to and failure to consider redress for…
202214054 Housing association
The Ombudsman found severe maladministration for the landlord's failure to identify and replace rotten windows in a timely manner, and for failing to address damp and mould concerns. Windows were boarded up for over a…
202215791 Housing association
The landlord was found to have maladministration for its handling of damp and mould reports, with significant delays in completing agreed works from 2020 to 2023 causing distress to the resident and her family. Severe…
202222222 Housing association
Damp and mould in a pregnant tenant's bathroom, caused by a neighbour's bath water ingress, took about two months to resolve. The Ombudsman found the landlord's £500 compensation offer was reasonable redress for the…
202216405 Housing association
The landlord made misleading statements to the resident about when her windows would be replaced, but acknowledged the error, apologised, offered £125 compensation, commissioned a survey to establish a replacement date,…
202114318 Housing association
The Ombudsman found maladministration by Aster Group Limited for failing to repair defects in the resident's shared-ownership property within a reasonable time, with delays continuing after the complaints process and…
202214789 Housing association
The Ombudsman found no maladministration in the landlord's decision to refuse permission for the resident to keep a dog at his top-floor flat, as the landlord followed its pet policy and tenancy agreement, and the dog…
201915243 Housing association
The Ombudsman found severe maladministration for the landlord's handling of flooring issues at the start of the tenancy, where the landlord let a wheelchair-adapted property with extremely sticky flooring despite…
202205670 Housing association
The Ombudsman found no maladministration by Aster Group Limited in its response to a leaseholder's concerns about signs installed in communal areas, or in its handling of the associated complaint. The landlord acted…
202209004 Housing association
The Ombudsman found that the landlord made an offer of reasonable redress for both complaint heads (heating upgrades and door replacement), resolving the complaints satisfactorily. There were service failings including…
202112898 Housing association
The Ombudsman found service failure by Aster Group Limited in three areas: administration of the resident's shared ownership service charge account (delayed explanations and failure to warn of costs), handling of…
202128583 Local authority / ALMO / TMO
The Ombudsman found that the landlord had made an offer of redress (£320 total compensation) prior to investigation which satisfactorily resolved the complaint about its handling of hot water system issues and a water…
202117925 Housing association
The Ombudsman found that the landlord's offer of redecoration, replacement of fixtures, garden path works, and £520 compensation resolved the complaint about the property's condition at let satisfactorily (reasonable…
202123084 Housing association
The Ombudsman found no maladministration by Aster Group Limited regarding its maintenance of trees and the resulting service charge. The landlord followed its tree management policy, had no obligation to prune the trees…
202108508 Housing association
The Ombudsman found no maladministration by Aster Group Limited in its handling of a resident's reports of multiple defects in her new-build home. The landlord acted in accordance with its policies, promptly raised…
202113626 Housing association
The Ombudsman found no maladministration in how the landlord responded to the resident's reports of antisocial behaviour, as it followed its policy, investigated, liaised with agencies, and took appropriate action.…
201912210 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of window repairs. While the landlord acted appropriately initially, there were delays in the later stages of the repair process. The…
202111598 Housing association
The Ombudsman found no maladministration by Aster Group Limited in its handling of a resident's reports of antisocial behaviour from a neighbour. The landlord promptly acknowledged reports, investigated by speaking to…
202012522 Housing association
The Ombudsman found no maladministration in the landlord's handling of the emergency pull-cord service, as the daily wellbeing check was an informal arrangement the landlord was not obliged to provide, and it offered a…
202010322 Housing association
The Ombudsman found reasonable redress by the landlord for its response to a chimney fire, noting it acted promptly, replaced the heating system, and offered £200 compensation plus additional flooring and an electric…
202004941 Housing association
The Ombudsman found no maladministration by Aster Group Limited in its communication to the resident about her rent arrears and rent increase. The landlord made reasonable attempts to contact the resident, provided…
202010147 Housing association
The Ombudsman found no maladministration by Aster Group Limited in its handling of a resident's report of a rat entering her property. The landlord responded within reasonable timeframes, investigated the issue, sealed…
202005514 Housing association
The Ombudsman found no maladministration by Aster Group Limited regarding repairs to the resident's path and subsequent flooding. The flooding was caused by an exceptional storm overwhelming local drains, not solely the…
201916183 Housing association
The Ombudsman found no maladministration in respect of three complaint heads: the landlord's handling of concerns about staff attitude (it investigated appropriately and found no evidence of misconduct); the landlord's…
202000764 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress regarding its administration of the resident's tenancy assignment (acknowledging an administrative error and unclear language, with £50…
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