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 14 published decisions.
Grand Union Housing Group Limited's maladministration rate (50%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202301029 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the boiler, a leak and ceiling damage, its handling of the resident's carpet damage concerns, and its complaint handling. It ordered a…
202220883 Housing association
The Ombudsman found the landlord had offered reasonable redress for disposing of the resident's belongings from a communal cupboard, but found service failure in its complaint handling, ordering an apology and £100…
202205396 Housing association
The Ombudsman found maladministration in the landlord's handling of gutter leak repairs that caused damp in the living room, due to an unreasonable number of repair attempts, poor monitoring, unclear decision-making,…
202215462 Housing association
The Ombudsman found service failure in the landlord's response to reports of a neighbour dispute concerning parking and CCTV, as it did not adequately consider the residents' vulnerabilities when deciding not to act.…
202204738 Housing association
The landlord was found to have service failure for its handling of a resident's reports of a neighbour dispute regarding her right of access, including a 5-month delay in considering an urgent rehousing referral, and…
202120857 Housing association
The landlord initially gave incorrect advice about the resident's Right to Buy eligibility and caused a 5-week delay in issuing the required RTB2 notice. The landlord acknowledged its failings, apologised, offered…
202212586 Housing association
The landlord's new boiler failed three times after installation. The landlord attended within 24 hours each time and offered £50 compensation, which the Ombudsman found to be reasonable redress resolving the complaint.…
202205220 Housing association
The Ombudsman found that the landlord acknowledged its failings in handling a loss of heating (delayed repair, no initial temporary heaters, poor customer service) and offered £181 compensation, which was proportionate…
202108321 Housing association
The Ombudsman found that while there were service failings by the landlord in handling repairs (poor window installation, delayed in-depth survey, communication issues), the landlord had made reasonable redress by…
202110790 Housing association
The Ombudsman found no maladministration by Grand Union Housing Group in its handling of the resident's complaint about the conduct of occupational therapists who visited her home. The landlord investigated the…
201906126 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for a parking space (it reasonably offered an occupational therapist assessment) and no maladministration in its response to…
202014248 Housing association
The landlord responded to reports of an odour from the water tank, inspected, replaced the tank, and disinfected the system. It miscommunicated information about water testing but apologised and offered £75…
201913972 Housing association
The Ombudsman found no maladministration regarding the dormer windows, communal entry doors, heating, and external lighting; service failure for the ongoing leak and for complaint handling delays; and reasonable redress…
202006565 Housing association
The Ombudsman found no maladministration by Grand Union Housing Group regarding its decision not to replace the resident's carpet. The cause of the mould and damage was inconclusive — it could have been due to…
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