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 (72%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202400932 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of subsidence and associated repairs (avoidable delays from 2018–2024, poor record keeping and communication), and in its…
202338851 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to stay permanently in her decant property, as it was entitled under the decant licence agreement to ask her to return and…
202320275 Housing association
The Ombudsman found the landlord's handling of the resident's reports of damp and mould, and its associated complaint handling, constituted a reasonable offer of redress. The landlord had apologised, completed the…
202234462 Housing association
The Ombudsman found maladministration in the landlord's handling of a shower repair (which took 248 days to complete and was miscalculated as 244 days for compensation) and in its complaint handling, and service failure…
202215298 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's parking concerns, as it failed to evidence its proposed improvement works, failed to update the resident, kept poor records, and did not…
202223880 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of recurring damp and mould, ordering an apology and £900 additional compensation on top of £6,130 already paid, plus a surveyor's schedule of…
202316639 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of roof leaks and associated works, and service failure in its handling of the associated complaint. The landlord was ordered to…
202407342 Housing association
The landlord's handling of the resident's reports of damp and mould amounted to maladministration. There were unreasonable delays in inspecting, surveying and completing the remedial work (over a year and three months),…
202326102 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reports of subsidence, maladministration in its handling of repairs to an external retaining wall, and service failure in its complaint…
202303289 Housing association
The landlord offered reasonable redress for its handling of the resident's reports of defects in a new build shared ownership property: there were several service failures from poor communication and delays chasing the…
202322494 Housing association
The landlord refused the resident's request for a new kitchen based on a 2018 inspection without reassessing, failed to apply its 5-yearly stock condition review, and was slow to arrange an inspection (about 5 months…
202314976 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of defects (heat loss, draughts, cold home, insulation, garden) in her new-build home, because it did not evidence it met its…
202316787 Housing association
The Ombudsman found no maladministration in the landlord's handling of the signing of the tenancy agreement, nor in its complaint handling. It recommended the landlord improve how it records disabilities, ask about…
202311117 Housing association
The complaint concerned the landlord's handling of a roof replacement and its request that the leaseholder contribute towards the cost, plus the landlord's complaint handling. The Ombudsman found no maladministration in…
202314418 Housing association
The Ombudsman found service failure in the landlord's handling of damp and mould and window repairs, the reimbursement of damaged belongings, fire safety concerns (including cladding), and the associated complaint, but…
202302825 Housing association
The resident complained about the landlord's handling of repairs to an outbuilding (damp, mould and panelling) and about its complaint handling. The Ombudsman found the landlord's repairs response was reasonable but its…
202308549 Housing association
The Ombudsman found no maladministration in the landlord's responses to the resident's compensation requests relating to additional heating costs from a lack of insulation, potential fire-stopping health and safety…
202301992 Housing association
The Ombudsman found the landlord made reasonable redress for its handling of the resident's concerns after a leak (failing to record the details of an initial call and giving incorrect insurance information) and for…
202348137 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould and its handling of the related repairs, ordering a further £720 for loss of enjoyment. It found no…
202332382 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, which progressed slowly after a March 2023 survey and an October 2023 local authority improvement notice, with confusing and…
202327803 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, including unreasonable delays investigating, identifying the cause and completing the external and internal…
202224073 Housing association
The Ombudsman found no maladministration in the landlord's handling of water charge/utility statement delays or corridor lighting, but service failure in its lack of communication about a faulty electricity meter,…
202337217 Housing association
The Ombudsman found maladministration in the landlord's handling of reported defects (downstairs toilet and front door repairs), and service failure in its record keeping and in its response to the resident's concerns…
202229122 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's gas safety check concerns, particularly its failure to address her fears about the smoke and carbon monoxide alarms, but found the £420…
202326987 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of staff misconduct and communication about belongings, and to the resident's request for an adaptation. It found maladministration in the…
202342434 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's antisocial behaviour and noise nuisance reports. While the actions it described (visits, liaison with police and council, managing…
202328975 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould, which involved significant and repeated failures over an extended period, and service failure in its handling of the…
202318624 Housing association
The landlord offered redress prior to investigation which satisfactorily resolved the complaint about its handling of bathroom repairs (significant delays, with compensation and other remedies found reasonable). There…
202220665 Housing association
The Ombudsman found maladministration by Bromford Housing Group for poor record-keeping, for its handling of reports of damp and mould (including a 6-month delay in inspecting), and for its handling of repairs to…
202231843 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of a defective roof (unsecured coping stones reported during the defect liability period and left unresolved), and service failure in its…
202210934 Housing association
The Ombudsman found severe maladministration for the landlord's response to damp and mould (ongoing from 2020 to August 2023) and for delays to non-damp repairs, and maladministration for complaint handling. The…
202109189 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports, communal repairs (including a 13-20 month delay on insecure doors), reports of pets, the resident's management transfer request, and…
202216722 Housing association
The Ombudsman found service failure in the landlord's knowledge and information management due to poor record-keeping that hampered the investigation, ordering £75 compensation and an apology. No maladministration was…
202204989 Housing association
The Ombudsman found maladministration in how the landlord handled the resident's reports of noise nuisance and ASB, due to failures to consider noise transference, follow up on mediation requests, or properly manage…
202210426 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about rising heating costs due to poor insulation, its response to noise and smells from binstores, its response to the…
202204008 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a delayed kitchen replacement (due May 2021, completed August 2022), as the landlord acknowledged the failure, apologised, replaced the kitchen, and…
202226916 Housing association
The Ombudsman found maladministration in the landlord's response to a request for outstanding works and in its complaint handling, service failure in knowledge and information management, with the lease registration…
202201378 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports, as it acted proportionately and in line with its policies. It also found no maladministration in the landlord's decision…
202123542 Housing association
The Ombudsman found severe maladministration for the landlord's response to a sewage leak (taking ~18 months to complete repairs) and for its complaint handling (20 months to reach a final position). Maladministration…
202128099 Housing association
The Ombudsman found maladministration for the landlord's handling of a leak (taking 3 months to resolve, causing damp and mould), for repeated unannounced visits, and for poor communication. No maladministration was…
202213839 Housing association
The Ombudsman found service failure by Bromford Housing Group Limited due to significant delays in responding to the resident's window repair request. While the landlord's decision to repair rather than replace the…
202216237 Housing association
The Ombudsman found no maladministration in the landlord's response to a leak report, as it attended promptly and there was no evidence it caused the leak. However, there was a service failure in complaints handling due…
202210356 Housing association
The Ombudsman found maladministration for the landlord's failure to repair a concrete porch over 3 years and for failing to make reasonable adjustments for a disabled resident when arranging appointments. No…
202125691 Housing association
The Ombudsman found severe maladministration in the landlord's handling of damp and mould reports over a 5-year period, with significant delays, cursory investigations, and failure to identify the root cause until after…
202123811 Housing association
The Ombudsman found service failure in the landlord's handling of a resident's concerns about a cold third bedroom in a new-build shared ownership property, due to poor communication, failure to actively listen, and…
202215674 Housing association
The landlord accepted it provided poor service in handling repairs to the resident's boiler, which was found unsafe and capped on 6 October 2022, with a replacement not installed until 7 November 2022 (a 27-day delay…
202211617 Housing association
The Ombudsman found no maladministration in the landlord's handling of noise disturbance reports, as it investigated appropriately and found only everyday household noise. However, there was maladministration in the…
202110482 Housing association
The Ombudsman found no maladministration in the landlord's fire investigation or decant management. Severe maladministration was found in communication (failing for 3+ months to explain it could not share liability…
202200247 Housing association
The Ombudsman found service failure in the landlord's handling of tree works, door replacement, and reported repairs due to poor communication, delays, and failure to consider the resident's vulnerabilities.…
202126174 Housing association
The Ombudsman found that the landlord provided reasonable redress for its handling of repairs and snagging issues at a shared-ownership new-build property, but found maladministration in its complaint handling due to…
202203141 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB and noise disturbance, because it failed to support her with the noise app or offer alternative evidence methods, and did…
202114474 Housing association
The Ombudsman found maladministration by Bromford Housing Association for its handling of damp and mould reports and for complaint handling. The landlord's inspections were ineffective, it delayed specialist works,…
202114834 Housing association
The Ombudsman found no maladministration in the landlord's decision to remove communal porch doors due to fire safety concerns, nor in its handling of the associated complaint. The landlord had consulted residents and…
202124455 Housing association
The Ombudsman found maladministration for the landlord's delay in replacing a door (over 2 years) and for poor complaint handling and record keeping. Service failure was found for the landlord's response to reports of…
202104357 Housing association
The Ombudsman found that the landlord's offer of £410 compensation for delays and communication failures during a kitchen replacement resolved the complaint satisfactorily (reasonable redress). However, the landlord's…
202112906 Housing association
The Ombudsman found that the landlord made reasonable redress by offering £300 compensation and an apology for poor communication and delays in handling repairs to plastering and kitchen units, and for significant…
202014045 Housing association
The Ombudsman found service failure in the landlord's handling of boiler repairs. There were delays in addressing ongoing heating and hot water issues from November 2020, missed appointments by the contractor, and the…
202120321 Housing association
The Ombudsman found maladministration by Bromford Housing Association for requiring tenants to remove a conservatory without following its own policy on retrospective applications, and for maladministration in its…
202013537 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about external communal stairs, a gate request, and CCTV installation, as the landlord acted reasonably and in line with its…
202109346 Housing association
The Ombudsman found no maladministration in the landlord's decision not to remove the previous tenant's laminate flooring before the resident moved in, as the void inspection found it fit for purpose. There was also no…
202100489 Housing association
The landlord missed several appointments and gave conflicting information about a fence repair. Following Ombudsman intervention, it agreed to complete the repair and increased its compensation offer to £175, which the…
202105409 Housing association
The Ombudsman found no maladministration by Bromford Housing Group Limited regarding its decision to permanently close a guest room in the resident's independent living building. The landlord was entitled to close the…
202006884 Housing association
The Ombudsman found no maladministration by Bromford Housing Association regarding its handling of the lettings process. The landlord followed its policies, there was insufficient evidence it misled the complainant…
202012170 Housing association
The Ombudsman found service failure by Bromford Housing Association regarding its handling of a resident's query about whether her property should be classified as a two- or three-bedroom home. While the landlord…
202012675 Housing association
The resident complained about the landlord's handling of a boiler repair which left them without heating and hot water for over a week. Following Ombudsman intervention, the landlord apologised and agreed to pay £107…
202006247 Housing association
The Ombudsman found no maladministration by the landlord regarding the condition of the garden, drainage, a tree the resident wanted to remove, or the kitchen replacement. The landlord reasonably followed its policies,…
202001208 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, as it properly investigated and liaised with other agencies. However, there was service failure in complaint handling because the…
202000734 Housing association
The Ombudsman determined that the complaint about the landlord's skip placement allegedly damaging the resident's car was outside its jurisdiction, as determining liability for property damage is a matter for the Courts.
201903619 Housing association
The Ombudsman found no maladministration by Bromford Housing Group in its handling of the resident's reports about antisocial behaviour from neighbours and its complaint handling. The landlord acted in line with its…
201914576 Housing association
The Ombudsman found service failure by Bromford Housing Association for removing a gas pipe during a 2015 boiler upgrade without the resident's knowledge or consent, which reduced the property's facilities from when it…
202007837 Housing association
The Ombudsman found service failure by Bromford Housing Association regarding its response to a resident's reports of flooding. The landlord failed to communicate properly with the resident, providing an unrealistic…
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