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 10 published decisions.
Bernicia Group's maladministration rate (70%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202422631 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs to her front and back doors and windows. This included a 4-month delay before an operative first attended to the…
202402680 Housing association
The Ombudsman found the landlord offered reasonable redress for the level of compensation for damage caused by damp and mould, its remedies (priority move, removal support, new flooring, help funding a replacement sofa,…
202420134 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's concerns about an unpleasant smell, maladministration in its response to having to move out due to major works, service failure in its…
202226172 Housing association
The Ombudsman found maladministration in the landlord's handling of long-running boiler/gas safety concerns (the resident had been without heating for 7 years, partly due to her own refusal of access) and a fly…
202219357 Housing association
The Ombudsman found maladministration in the landlord's allocation of a property to a resident with autism and hyperacusis, as it failed to proactively assess her needs and gave inaccurate information about previous…
202115061 Housing association
The Ombudsman found that the landlord's offer of £200 compensation for its handling of repairs to the resident's storage heaters was reasonable redress, resolving the complaint satisfactorily. The landlord was not…
202115529 Housing association
The Ombudsman found service failure by Bernicia Group for its handling of repairs to the resident's heating and hot water system. The landlord delayed scheduling follow-up remedial works for approximately 10 weeks after…
202114716 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident sought a determination of liability for damage to their fridge freezer following an electrical test, which is a matter for the…
202106739 Housing association
The Ombudsman determined that the complaint about the level of rent was outside its jurisdiction under paragraph 39(g) of the Scheme, as it concerns the level of rent charged.
201905757 Housing association
The landlord was found to have service failure for not effectively managing the resident's expectations regarding ASB investigations and a noise survey, failing to communicate survey findings, and for severely delayed…
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