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 52 published decisions.
East Midlands Housing Group Limited's maladministration rate (77%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202345280 Housing association
The landlord's handling of boiler and radiator repairs was found to be reasonable redress, as it acknowledged significant delays leaving the household without reliable heating for around 8 months, apologised, and paid…
202423780 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about rubbish, as it failed to investigate the resident's allegation that a neighbour was responsible for the main issue, and…
202329800 Housing association
The landlord's response to the resident's damaged kitchen floor tiles amounted to service failure: it failed to manage expectations, gave poor communication and delayed providing a clear response, and did not offer…
202336363 Housing association
The landlord offered reasonable redress for its handling of a plug socket repair: it accepted it missed a scheduled appointment without informing the resident, but completed the repair within a reasonable 16 working…
202505716 Housing association
The landlord's rejection of the resident's management transfer request was in line with its policy, and although it acknowledged failures in its response to the resident's ASB reports and communication, its offer of…
202347546 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the resident's wall and front door, and no maladministration in its complaint handling. The landlord was ordered to pay £410 compensation and…
202449137 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of an intruder gaining access to her property: it did not act in line with its ASB and vulnerable residents policies, kept…
202428486 Housing association
The Ombudsman found service failure in the landlord's handling of a ceiling leak and the subsequent repairs (including unreasonable delays and a slow response to damp and mould), and service failure in its complaint…
202419092 Housing association
The landlord failed to act promptly on the resident's requests for minor aids and adaptations (grab rails and radiator repositioning) within its control, did not follow its repairs policy, communicated poorly and did…
202434304 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould, the resident's reports of boiler faults, a living room flood, leaks under the kitchen sink and gutter repairs, and service failure in…
202426113 Housing association
The Ombudsman found maladministration in the landlord's response to a leaseholder's reports of noise and request for sound proofing, including delays, poor record-keeping and a failure to follow its ASB policy or manage…
202303911 Housing association
The landlord's handling of boiler repairs was found to be satisfactorily resolved by its offer of £499 redress (£265 plus £234 for additional electricity), and there was no maladministration in how it responded to the…
202346240 Housing association
The Ombudsman found the landlord made reasonable redress for its handling of a boiler repair, accepting that the £150 compensation offered at stage 2 plus £140 electricity vouchers were a proportionate remedy for the…
202430025 Housing association
The landlord took reasonable steps to investigate damp and mould reports and carried out remedial works, but its communication was poor during certain periods, so the Ombudsman found service failure and ordered a £100…
202308841 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's service charge administration (repeated unexplained errors and failure to complete a promised review) and in its handling of the…
202310530 Housing association
The Ombudsman found maladministration in the landlord's handling of both the kitchen installation and the boiler/radiator repairs. It ordered the landlord to apologise and pay a total of £885 directly to the resident…
202402459 Housing association
The landlord took an unreasonable length of time (over 11 months) to repair the boiler and address the loss of heating and running water, with a lack of support and consideration of the resident's vulnerabilities, and…
202318591 Housing association
The Ombudsman found the landlord's offer of £180 satisfactorily resolved the complaint about its handling of radiator repairs in the bathroom and bedroom, associated damage and increased energy usage (reasonable…
202316707 Housing association
The resident, a leaseholder, complained that a neighbour had cut down trees he had cared for in the landlord's communal garden, which he considered antisocial behaviour. The Ombudsman found no maladministration: the…
202306396 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the resident's boiler: it did not offer temporary heating during two periods when the resident was without heating and hot water, despite…
202311856 Housing association
The Ombudsman found maladministration in the landlord's handling of a reported leak (taking about 5 months to inspect and not instructing a surveyor), and reasonable redress for its handling of damp and mould. It found…
202307683 Housing association
The Ombudsman found service failure in the landlord's administration of the resident's rent account in 2022 and 2023, and maladministration in its complaint handling. The landlord was ordered to pay £550 compensation,…
202403923 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of a lack of heating and hot water, its response to reports of damp and mould, and its associated complaint handling. It ordered a written…
202341469 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of damp and mould and her request for compensation, as its decisions were reasonable and in line with its policies. It found…
202227100 Housing association
The Ombudsman found severe maladministration after the landlord mistakenly disposed of the resident's possessions during an emergency rehousing and failed to refer the matter to its insurer, and maladministration in…
202305125 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (ASB). The landlord failed to take action on further noise reports, including a reported threat, for…
202223368 Housing association
The Ombudsman found the landlord's £681 compensation offer for delays replacing a gas boiler amounted to reasonable redress, but found service failure in its complaint handling as it failed to respond until Ombudsman…
202332522 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports (harassment and vandalism of her vehicle), citing a lack of proactive contact, failure to follow up a promised tailored…
202313586 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (ASB) — it failed to take timely legal action after warning letters and a notice of seeking possession…
202228179 Housing association
The Ombudsman found service failure in the landlord's response to a resident's concerns about the removal of an original boundary fence, due to a lack of timely response and incomplete review at stage 2, though its…
202217915 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of anti-social behaviour due to delays, failure to complete initial risk assessments with the resident, and lack of a clear…
202211795 Housing association
The Ombudsman found maladministration in four areas: the landlord's handling of external grounds and bin maintenance leading to a pest infestation (7-month delay to inspect); its handling of pest infestation inside the…
202200340 Housing association
The Ombudsman found reasonable redress for the sales process information (landlord apologised, offered £300, changed policy). Maladministration was found for repairs handling with significant delays (23-month window…
202207355 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's privacy concerns and request for a taller boundary fence. The landlord was not responsible for the local authority's road works,…
202210779 Housing association
The Ombudsman found maladministration for the landlord's unreasonable delays in repairing the resident's toilet, service failure for poor communication during the complaints process, and that the landlord's £600 offer…
202118752 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of ASB reports (failing to inform the resident the case was closed and not completing an agreed action plan), but found service failure…
202116351 Housing association
The Ombudsman found maladministration by East Midlands Housing Group Limited for its handling of delays and repairs during a resident's Right to Buy process. The landlord accepted the application had 'fallen between the…
202215290 Housing association
The landlord responded appropriately to reports of damp and mould in the bathroom by arranging inspections, installing a new extractor fan, and offering remedial works. There were delays in completing work due to…
202121983 Housing association
The Ombudsman found maladministration by East Midlands Housing Group Limited for delays of over two years in replacing undersized radiators at a resident's home, leaving a resident with limited mobility unable to…
202119605 Housing association
The landlord delayed investigating and repairing drainage issues causing sewage smells over many months, and failed to communicate adequately with the vulnerable resident. However, it acknowledged its failings and…
202201886 Housing association
Maladministration for failing to respond promptly to a vulnerable resident's reports of dangerous broken floor tiles, taking 10 days instead of 24 hours for an emergency repair, and for a 2.5-month delay making flooring…
202123570 Housing association
The Ombudsman found that the landlord took reasonable and proportionate steps to investigate a resident's reports of an electrical buzzing noise, with no service failure. However, the landlord's complaint handling was…
202116488 Housing association
The Ombudsman found no maladministration by East Midlands Housing Group Limited in its handling of repairs to the external rendering of the resident's property. The landlord responded within its repair timeframe,…
202113592 Housing association
The Ombudsman found no maladministration by East Midlands Housing Group Limited regarding its handling of the resident's reports of antisocial behaviour from a former neighbour, and no maladministration regarding the…
202110368 Housing association
The Ombudsman found service failure in the landlord's handling of deficient insulation (six-month avoidable delay) and central heating repairs (communication failures, poor workmanship, significant disruption over four…
202112444 Housing association
The Ombudsman found no maladministration by East Midlands Housing Group Limited in its response to the resident's reports about his attempts to purchase the property. The landlord explained the legal position regarding…
202101005 Housing association
The Ombudsman found no maladministration by the landlord in its decision to recharge the resident for internal doors she removed and disposed of without permission. The tenancy agreement and policies clearly place…
202109071 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's complaint about service charge account administration. The landlord refunded incorrectly applied charges but failed to explain what steps…
202108432 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of anti-social behaviour from a neighbour. The landlord took reasonable and proportionate steps including risk assessments,…
202007482 Housing association
The landlord made administrative errors in calculating the service charge and changing the resident's direct debit without consultation, and failed to provide a service charge breakdown when requested. It acknowledged…
201913963 Housing association
The Ombudsman found reasonable redress for delays in completing repairs to soffit, fascia, guttering and roof (taking up to 11 months, partly due to Covid-19) and for poor contractor conduct, as the landlord apologised…
202001018 Housing association
The Ombudsman found service failure by East Midlands Housing Group Limited in its handling of the resident's reports of damp and mould. The landlord failed to investigate promptly given the property's history,…
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