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 27 published decisions.
Bolton at Home Limited's maladministration rate (67%) is broadly in line with the average for housing association (64%) across published Ombudsman determinations.
202425915 Housing association
The Ombudsman found service failure in the landlord's handling of reports of damp and mould, no maladministration in its response to reports about asbestos, and reasonable redress for complaint handling. It ordered the…
202519544 Housing association
The resident complained about the landlord's handling of concerns regarding electrical safety in the property. The Ombudsman found the complaint outside its jurisdiction because the matters raised are the subject of…
202402454 Housing association
The Ombudsman found maladministration in the landlord's handling of cladding repairs and its response to a request for compensation relating to heating costs. The landlord had treated the cladding repair as programmed…
202417311 Housing association
The resident complained about the landlord's delay in undertaking internal plastering works, its handling of the cleanup and repairs after the works, and its handling of the associated complaints. The Ombudsman found…
202441409 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request to extend the property, as it reasonably relied on occupational therapy recommendations and its disabled facilities…
202433682 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of various repairs, including two unresolved leaks (from the roof into the bedroom and from the bathroom into the kitchen…
202426183 Housing association
The landlord was found to have maladministration in its handling of the resident's damp and mould reports, including failing to promptly remedy a guttering joint fault, failing to monitor damp patches, and delaying…
202234276 Housing association
The Ombudsman found service failure in the landlord's response to reports of damp and mould in the communal area (works were not completed as scheduled and the resident was not updated), no maladministration in its…
202330496 Housing association
The Ombudsman found service failure in the landlord's removal of items from outside the resident's flat, due to poor communication and record-keeping (no evidence of the TORT notice, early intervention or photographs).…
202230739 Housing association
The Ombudsman found no maladministration in the landlord's handling of a fencing reimbursement request but maladministration in its complaint handling, ordering an apology and £100 compensation.
202404403 Housing association
The Ombudsman found no maladministration in the landlord's handling of boiler repairs and maintenance: it attended the emergency water leak within its policy timescales and reasonably relied on certified contractors'…
202313535 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports that her kitchen extractor was not working effectively. It took reasonable steps to repair and inspect the fan, and while…
202321740 Housing association
The Ombudsman found no maladministration in the landlord's handling of a request to remove a resident's name from a joint starter tenancy; the landlord acted in line with its assignment policy and housing legislation.…
202310451 Housing association
The Ombudsman found maladministration in the landlord's handling of various repairs (gutters, plastering and pointing, damp and mould, carbon monoxide detectors, bathroom fan and electrical sockets) and in its…
202220854 Housing association
The Ombudsman found maladministration in the landlord's response to noise nuisance reports, as it failed to adequately consider noise transference and the resident's vulnerability/sensitivity to noise. Service failure…
202225369 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damage to a perimeter wall and in its handling of the associated complaint, ordering £300 compensation and a written apology.
202128095 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs including damp and mould, due to failures to consider the resident's vulnerabilities, significant delays (including an 8-month window repair…
202207243 Housing association
The Ombudsman found no maladministration by Bolton at Home Limited in its handling of the resident's reports of anti-social behaviour and her request for a managed move. The landlord responded promptly, worked with the…
202119214 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about the standard of workmanship following repairs to the bathroom shower. The landlord acted reasonably by offering to…
202214617 Housing association
The landlord was found to have service failure for its delay in providing the resident with a copy of his tenancy agreement. It missed initial emails, took months to respond, and caused the resident inconvenience and…
202126641 Housing association
The landlord attended promptly to a bathroom leak but there were delays completing repairs. Through Ombudsman intervention, the landlord increased its compensation offer to £750 and agreed to install new flooring, which…
202205301 Housing association
The Ombudsman found that the landlord's offer of redress (£150) for its handling of repairs to leaks (short delays in restoring hot water and heating) resolved that part of the complaint satisfactorily. However, there…
202211538 Housing association
The Ombudsman found no maladministration by the landlord in refusing the resident's request to keep a pet dog in her upper-floor flat, as the decision was in line with its pet policy. The landlord offered goodwill by…
202008152 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, as it took appropriate steps including a management move within three months. However, there was a service failure in complaint…
202100885 Housing association
The Ombudsman found maladministration for the landlord's delays in responding to reports of damp and mould (taking from late 2019 to December 2021 to resolve structural damp from a chimney) and for excessive complaint…
202011752 Housing association
The Ombudsman found service failure by Bolton at Home Limited regarding its handling of a resident's concerns about cleaning and grounds maintenance in communal areas, and service failure regarding its handling of the…
202000136 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about gas safety checks being scheduled on a 10-month cycle, as the landlord properly explained its policy and the letters…
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