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 71 published decisions.
Bromford Housing Group Limited's maladministration rate (85%) is higher than the average for housing association (80%) across published Ombudsman determinations.
202400932
The Ombudsman found maladministration, service failure in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s reports of subsidence and the associated repairs. The resident’s…
202338851
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of The resident’s complaint is about: The landlord’s handling of her request to stay permanently in her decant property. The…
202320275
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould. Associated Complaint..
202234462
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Repairs to the shower in the property. The resident’s request for compensation for personal losses. The…
202215298
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: the resident’s concerns about parking outside her home. the associated complaint.. Total compensation…
202223880
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould..
202316639
The Ombudsman found maladministration, service failure in the landlord’s handling of The resident’s complaint is about the landlord’s response to his reports of roof leaks and the associated works. In addition, we have…
202407342
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould..
202326102
The Ombudsman found severe maladministration, maladministration, service failure in the landlord’s handling of the landlord’s handling of: Reports of subsidence. Repairs to an external retaining wall. The Ombudsman has…
202303289
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s handling of resident’s reports of defects in the new build property. The Ombudsman has also considered the landlord’s…
202322494
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s request for a new kitchen.. Total compensation ordered: £100.
202314976
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of defects in her new home. The Ombudsman has also assessed the landlord’s complaint handling.. Total…
202316787
The Ombudsman found no maladministration in the landlord’s handling of the landlord's handling of the signing of the tenancy agreement. We have also considered the landlord’s complaint handling..
202311117
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of a roof replacement and its request that the resident paid a contribution towards this. The Ombudsman has also…
202314418
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s handling of: Damp and mould and window repairs at the resident’s property. The reimbursement of…
202302825
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to the resident’s request that it undertake repairs to her outbuilding. The landlord’s complaint handling.. Total…
202308549
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s request for compensation for: Additional heating costs due to a lack of insulation to…
202301992
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Concerns after a leak at the property. Associated formal complaint..
202348137
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the: Resident’s reports of damp and mould and its handling of the related repairs. Associated complaint.. Total compensation…
202332382
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the residents’: Reports of damp and mould. Reports of repairs to the windows that were causing high…
202327803
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also investigated the landlord’s complaint…
202224073
The Ombudsman found maladministration, service failure, reasonable redress, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s concerns about the water charges and the…
202337217
The Ombudsman found maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202337217 Bromford Housing Group Limited 1 October 2024 Our approach The Housing Ombudsman’s approach to…
202229122
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s concerns about the gas safety check. This Service has also considered the landlord’s…
202326987
The Ombudsman found no maladministration, maladministration, reasonable redress in the landlord’s handling of the landlord's response to: Reports of staff misconduct and communication regarding belongings in the…
202342434
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s antisocial behaviour and noise nuisance reports.. Total compensation ordered: £450.
202328975
The Ombudsman found maladministration, service failure, mediation settlement, severe maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of damp and mould in the property.…
202318624
The Ombudsman found service failure, no maladministration in the landlord’s handling of This complaint is about the landlord’s response to the resident’s complaints about: Repairs to her kitchen. Repairs to her…
202220665
The Ombudsman found maladministration in the landlord’s handling of : the landlord’s handling of reports of damp and mould in the property the landlord’s handling of repairs to: external doors windows external lights…
202231843
The Ombudsman found maladministration, service failure in the landlord’s handling of The complaint concerns the landlord’s: Handling of the resident’s reports of a defective roof. Handling of the related complaint..…
202210934
The Ombudsman found mediation settlement, severe maladministration, maladministration in the landlord’s handling of : The landlord’s response to the resident’s: Reports of damp and mould. Request for non-damp and mould…
202109189
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB) in the block, including fly-tipping, drug use and noise. Reports of…
202216722
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s over bath shower screen. The formal complaint, including its refusal to…
202204989
The Ombudsman found mediation settlement, maladministration in the landlord’s handling of the way the landlord handled the resident’s: Reports of noise nuisance and antisocial behaviour (ASB); Reports that a neighbour…
202210426
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns about rising heating costs due to poor insulation in the property. Response to the…
202204008
The Ombudsman found reasonable redress, service failure in the landlord’s handling of : The level of compensation offered following the landlord's handling of repairs and replacement of the resident's kitchen. The…
202226916
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Handling of the registration of the lease or title to the property. Response to the resident's request to complete…
202201378
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident about: its handling of her ASB reports. its decision to extend the introductory tenancy..
202123542
The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s: Response to a sewage leak at her property; Response to her…
202128099
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the amount of compensation offered to the resident associated with the landlord’s handling of: Repairs, including damp and mould,…
202213839
The Ombudsman found service failure in the landlord’s handling of The complaint concerns the landlord’s responses to the resident’s request to replace the windows in the property.. Total compensation ordered: £400.
202216237
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s: response to the resident’s report of a leak; complaints handling..
202210356
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of the landlord’s: handling of requests for repairs to the porch; handling of requests for repairs to the garden…
202125691
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of damp and mould in the property, and the associated repairs. The…
202123811
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s concerns regarding the temperature of the third bedroom within her new-build property. The…
202215674
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of repairs to the resident’s boiler..
202211617
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of noise disturbance. The subsequent complaint.. Total compensation ordered:…
202110482
The Ombudsman found severe maladministration in the landlord’s handling of : Liability for damages and loss caused during a fire at the resident’s home; Liability for damages and loss caused by a contractor following…
202200247
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of: Remedial works to trees in the resident’s garden. The replacement of front and rear doors to the property.…
202126174
The Ombudsman found reasonable redress, service failure, maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports about repairs/snagging issues at the property. The landlord’s…
202203141
The Ombudsman found mediation settlement, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise disturbance. The Ombudsman has also…
202114474
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of reports of damp and mould and the level of compensation offered. Complaint handling.. Total compensation ordered: £950.
202114834
The Ombudsman found no maladministration in the landlord’s handling of : The landlord’s decision to remove the communal porch doors to the resident’s property. its associated complaint handling..
202124455
The Ombudsman found maladministration, reasonable redress, service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s; Request to replace a door; Reports of outstanding…
202104357
The Ombudsman found service failure in the landlord’s handling of : The landlord’s offer of compensation in relation to the replacement of the kitchen. The handling of the associated formal complaint..
202112906
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of repairs to the plastering and kitchen units in the resident’s property and his concerns about subsidence. The landlord’s…
202014045
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of the repair to the boiler and associated decorative repairs..
202120321
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s request that the residents remove a conservatory. The landlord’s handling of the resident’s complaint.. Total compensation ordered:…
202013537
The Ombudsman found service failure, no maladministration in the landlord’s handling of REPORT COMPLAINT 202013537 Bromford Housing Association Limited 28 February 2022 Our approach The Housing Ombudsman’s approach to…
202109346
The Ombudsman found no maladministration in the landlord’s handling of : The landlord’s decision to not remove the laminate flooring cover in the kitchen prior to the resident moving in. The landlord’s response to the…
202100489
The Ombudsman found mediation settlement in the landlord’s handling of the handling of an outstanding repair to the fence..
202105409
The Ombudsman found no maladministration in the landlord’s handling of The complaint concerns the landlord’s decision regarding the closure of the guest room in the resident’s building..
202006884
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint is regarding the landlord’s handling of the lettings process for the complainant’s former tenancy..
202012170
The Ombudsman found maladministration, service failure in the landlord’s handling of The resident has complained about the number of bedrooms in her property, insofar as the property is classified as a three bedroom…
202012675
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s handling of the repair to the boiler..
202006247
The Ombudsman found service failure, no maladministration in the landlord’s handling of The resident complains about the landlord’s response to his concerns about: The condition of the garden at the property, and his…
202001208
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: reports of anti-social behaviour (ASB) and harassment; associated formal complaint..…
202000734
The Ombudsman found maladministration in the landlord’s handling of the placement of the landlord’s skip which the resident reports damaged their car..
201903619
The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of the landlord's handling of the resident’s reports about: antisocial behaviour from neighbours a data breach and a data request…
201914576
The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 201914576 Bromford Housing Association Limited 1 December 2020 Our approach The Housing Ombudsman’s approach to investigating and…
202007837
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of flooding at the property and associated damage.. Total compensation ordered: £150.
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