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 32 published decisions.
Flagship Housing Group Limited's maladministration rate (47%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202437733 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's antisocial behaviour (ASB) reports, citing repeated communication breakdowns, a lack of updates, no clear action or communication plan,…
202440443 Housing association
The complaint concerned the landlord's handling of the handover of a shared-ownership/leasehold new-build property and the resident's reports of defects. The Ombudsman found the landlord had offered redress (£4550) that…
202323371 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's rent account, as it acted in line with its rental income policy and provided evidence showing the arrears arose from missed payments.…
202214550 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour (ASB) or in its handling of the resident's request to reopen a previous complaint. The landlord acted…
202317467 Housing association
The Ombudsman found reasonable redress in the landlord's response to reports of damp and mould and damage to belongings, as its £1600 offer was reasonable, but found service failure in its handling of the lounge floor,…
202324646 Housing association
The resident asked the landlord to designate a car parking bay for emergency vehicles (yellow lines and a sign). The Ombudsman found no maladministration, as the landlord inspected the carpark, explained why it could…
202317828 Housing association
The Ombudsman found reasonable redress: the landlord had acknowledged its service failures over the property's poor condition and missed kitchen replacement, apologised, and offered £2,000 compensation, which the…
202332403 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of damp and mould and of outstanding and poor-quality repairs. The landlord responded promptly, carried out thorough…
202405308 Housing association
The Ombudsman found the landlord offered reasonable redress for its response to a smell in the property, having made appropriate attempts to investigate and resolve it (including replacing a radiator, removing floor…
202328248 Housing association
The Ombudsman found a service failure in the landlord's handling of reports of damp and mould in the loft affecting the bathroom and bedroom. It was not reasonable that roof works identified by a contractor in October…
202408033 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request for a management move (it failed to consider him for a move when his circumstances met its own criteria), and maladministration in…
202310430 Housing association
The complaint concerned the landlord's response to the resident's reports of toxic fumes (suspected paint and sealant fumes after void works) in the property. The Ombudsman found no maladministration: the landlord…
202233885 Housing association
The complaint concerned the landlord's response to the resident's reports of antisocial behaviour (ASB) from a neighbour. The Ombudsman found no maladministration: the landlord took appropriate and proportionate steps…
202305024 Housing association
The landlord let a property without a working water supply, leaving the resident without running water for 14 days and completing further repairs 8 weeks after the tenancy started; its complaint handling was also poor.…
202326415 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's back patio doors. Repairs took over three and a half years and numerous visits, with poor record keeping, delays, missed…
202304884 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to rectify the damp issue, service failure in its response to the resident's complaint, and no maladministration in its decision to place a…
202215333 Housing association
The Ombudsman found that the landlord's offer of £2,445 compensation for its handling of disrepair reports and the poor condition of the property at the start of the tenancy constituted reasonable redress, resolving…
202207360 Housing association
The Ombudsman found maladministration in the landlord's record keeping regarding the resident's acceptance of the tenancy, service failure in its handling of ASB reports (due to a delay in risk assessing…
202200146 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports (failure to liaise with police, record key information, or progress tenancy action against the perpetrator), maladministration in handling…
202004372 Housing association
The landlord was found to have maladministration for its handling of damp and mould, roof repairs, and drive/path repairs due to unreasonable delays and poor record-keeping; service failure for doors and windows due to…
202207340 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's requests for improved communal lighting and replacement of the communal door, as the landlord had inspected the door multiple times,…
202123819 Housing association
The Ombudsman found no maladministration in the landlord's response to a resident's reports that a staff member brought body lice into the close. The landlord investigated appropriately, found no evidence, and acted…
202218779 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's concerns about a neighbour's use of shared visitor parking spaces. The landlord took reasonable steps including visiting both…
202001300 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of petrol fumes from a neighbour's property, as it took significant investigative steps and liaised with specialist agencies. However, there…
202014892 Housing association
The Ombudsman found no maladministration in the landlord's removal of the resident's car, as it acted in line with its tenancy agreement and policy over a 10-month period. However, there was service failure in the…
202113145 Housing association
The landlord delayed unreasonably in deciding the resident's request to install an electric vehicle charging point, failed to consider alternative solutions to the trip-hazard concern, and did not properly account for…
202101003 Housing association
The Ombudsman found reasonable redress regarding the landlord's handling of repairs to the central heating system, which involved significant delays, poor communication and poor workmanship over approximately a year.…
202113213 Housing association
The landlord failed to complete follow-up repairs after an initial flood, contributing to a second flood. It later accepted its failings and offered £1,700 compensation (£1,000 for damaged possessions, £700 for service…
202102407 Housing association
The Ombudsman found maladministration by Flagship Housing Group Limited for failing to let a property in a suitable condition, taking around 10 months to complete repairs, and failing to properly handle the resident's…
202006196 Housing association
Following Ombudsman intervention, the landlord agreed to pay the resident £2,035.07 to resolve a complaint about the backdating of a property reclassification from three-bedroom to two-bedroom, covering the difference…
201915211 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's requests for driveway adaptations, reports of animal fouling, queries about a historic tenancy transfer, or complaint handling. The…
202005674 Housing association
The Ombudsman found service failure by the landlord in its response to a service charge overpayment spanning 2014-2019, and in its response to the resident's dispute about the calculation of rent and service charges for…
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