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 (100%) is higher than the average for housing association (79%) 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 reasonable redress, service failure, severe maladministration, maladministration in the landlord’s handling of : The level of compensation offered by the landlord following damage to the resident’s…
202420134
The Ombudsman found reasonable redress, maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about: An unpleasant smell in the…
202226172
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s: Concerns about the safety of the boiler and gas pipework, including…
202219357
The Ombudsman found maladministration, mediation settlement, no maladministration, service failure, outside jurisdiction in the landlord’s handling of the landlord’s handling of the resident’s: Concerns about the…
202115061
The Ombudsman found maladministration in the landlord’s handling of the level of compensation offered by the landlord for its handling of repairs to the resident’s storage heaters..
202115529
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the repair of the resident’s heating and hot water system, and the replacement of a part of his boiler..…
202114716
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s reports their fridge freezer was damaged following an electrical test..
202106739
The Ombudsman found maladministration in the landlord’s handling of the level of rent..
201905757
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to reports of Antisocial Behaviour (ASB), in particular, noise nuisance and sound transference and its subsequent complaint…
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