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 12 published decisions.
Futures Housing Group Limited's maladministration rate (83%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202424095 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (ASB) — it failed to appropriately apply its ASB policy over an extended period, including no action on…
202317660 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's request for adaptations, citing unreasonable delays at the start of the process, a lack of proactive follow-up after an unsuccessful…
202308956 Housing association
The complaint concerned the landlord's response to the resident's partner's concerns about the conduct of its contractor. The Ombudsman determined the complaint was not within its jurisdiction, as the resident's partner…
202234026 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the conduct of its call handlers, because it failed to have regard to its Equality Act duty and the medical evidence of…
202302990 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak, in its record keeping, and in its complaint handling. It ordered a written apology from a manager, £650 compensation,…
202212340 Housing association
The Ombudsman found maladministration by Futures Housing Group for its handling of the resident's request to stop paying for the lifeline call system after a fire damaged it. While the landlord promptly offered a…
202310685 Housing association
The Ombudsman found it could not consider the insurer's handling of the subsidence claim (outside jurisdiction under paragraph 42(j)), but found maladministration in the landlord's response to the resident's concerns…
202113588 Housing association
The landlord was found to have maladministration for its handling of multiple roof and gutter leaks, scaffolding issues, and the resident's complaint. It delayed repairs, failed to communicate, and mishandled the…
202112973 Housing association
The landlord delayed replacing a faulty intercom system for several months, offered £250 compensation which the Ombudsman found to be reasonable redress. The landlord gave inaccurate information about a kitchen tap…
202205122 Housing association
The landlord was found to have service failure for its handling of the replacement of communal letterboxes, due to poor communication and lack of consultation with the resident about the change. It was found to have…
202125641 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould reports (for failing to investigate a claim about damaged blinds) and in its complaint handling (single-stage procedure, lack of…
202004109 Housing association
The landlord offered reasonable redress for its handling of heating system repairs (delayed due to Covid-19 restrictions, with £178 compensation offered), but there was maladministration in its complaint handling for…
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