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 21 published decisions.
Bpha Limited's maladministration rate (71%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202446415 Housing association
There was maladministration in the landlord's handling of damp and mould: it missed opportunities to resolve the issue earlier and there was no clear evidence it completed the promised cavity wall insulation/borescope…
202402182 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's roof leak reports and related repairs, which exceeded the 90-day policy timescale and involved poor communication, and maladministration…
202503718 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports about lack of grounds maintenance, service failure in its response to communal repairs, and service failure in its complaint…
202416470 Housing association
No maladministration was found in the landlord's handling of the resident's request to install a rear garden gate, as this was an improvement rather than a repair and the landlord was entitled to refuse. However,…
202422848 Housing association
The Ombudsman found maladministration in the landlord's handling of communal skylight repairs, which took almost a year and suffered from poor communication and a lack of monitoring, and ordered £250 compensation for…
202433297 Housing association
The landlord was found to have delayed over two years in resolving a defective ventilation system, which caused damp and mould in the only bathroom, and to have handled the associated complaint poorly (delay, failure to…
202409252 Housing association
The landlord failed to complete repairs to the resident's living room and kitchen flooring within its 90-day target, with repairs only completed around four years after the first report, and it kept poor records and…
202300447 Housing association
No maladministration was found in the landlord's handling of the resident's reports of noise from a communal boiler, as it communicated appropriately, obtained acoustic surveyor recommendations, and reasonably offered…
202417102 Housing association
The Ombudsman found maladministration in the landlord's handling of a repair to the resident's patio door, which took well beyond its published timescales and involved multiple failed and delayed appointments, and…
202415213 Housing association
The Ombudsman found service failure in the landlord's handling of bathroom and kitchen repairs, as the works significantly exceeded its published timescales and the £50 redress offered did not properly reflect the…
202331483 Housing association
The landlord gave incorrect information about whether the resident needed permission to keep a dog (service failure), although its decision not to allow the dog in a second-floor flat was reasonable. There was…
202312405 Housing association
The resident complained about the landlord's handling of his concerns over a new communal heating system (including billing notification and hot water temperature) and the quality of new windows installed during a…
202318157 Housing association
The Ombudsman found a service failure in the landlord's handling of the property's condition when let and its management of subsequent repairs (failing to identify all repairs during the voids process, keep clear repair…
202124310 Housing association
The Ombudsman found service failure in the landlord's handling of noise nuisance reports, as it relied too heavily on Environmental Health and failed to take a holistic approach or use alternative dispute resolution…
202215672 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp and mould, due to delays in responding, a 5-month delay completing a mould wash, and failure to recognise the full…
202207132 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's request to install a wood burning stove. The landlord acted in line with the tenancy agreement, acknowledged an initial delay,…
202015408 Housing association
The landlord failed to follow its asbestos procedure when a leak caused a ceiling collapse, did not inform the resident of the asbestos presence, and delayed follow-on repairs. It acknowledged the failures, apologised,…
202014080 Housing association
The Ombudsman found maladministration in the landlord's handling of defects to the front door seal, gas meter box, and internal doors/doorframes due to excessive delays, and maladministration in complaint handling due…
202004542 Housing association
No maladministration was found in the landlord's handling of the resident's rent account; the landlord reasonably investigated and found no overpayment. However, the landlord's complaint handling was poor as it failed…
202011346 Housing association
The landlord prematurely changed the resident's electricity supplier after an eviction order was suspended, causing the resident to pay for electricity under a different tariff for 36 weeks. The landlord acknowledged…
202002074 Housing association
The Ombudsman found no maladministration by the landlord in its handling of reports of cannabis smoke entering the resident's property from a neighbouring property. The landlord took appropriate steps including liaising…
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