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 54 published decisions.
Great Places Housing Association's maladministration rate (76%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202337967 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak, damp and mould, because although it surveyed in line with policy there were delays completing the follow-on works and…
202431933 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of a cold bedroom (including delayed radiator replacement and failure to record household vulnerabilities) and service failure in its handling…
202421628 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of antisocial behaviour and in its handling of the resident's request for a move, but no maladministration in its handling of the…
202335377 Housing association
The resident complained that the landlord wrongly charged her service charge for estate lighting that had been adopted by the Council. The landlord agreed the charge was wrong and refunded it, but the refund took six…
202423526 Housing association
The landlord's response to the resident's reports of a boiler repair was service failure: an emergency job was raised but repeatedly cancelled by its contractor, leading to an avoidable delay, and the landlord failed to…
202414406 Housing association
The resident complained that the landlord had not done enough in response to noise from his neighbour. The Ombudsman found no maladministration in the landlord's handling of the ASB reports or of the complaint, and made…
202301430 Housing association
The resident complained about the landlord's handling of a reported kitchen leak and associated damage to his laminate flooring, and its handling of his request to have an area of his back garden paved. The Ombudsman…
202325078 Housing association
The Ombudsman found maladministration in the landlord's handling of defects in a new build property. It failed to enforce its contract with the builder or promptly attend to defects itself, took over two years to…
202325840 Housing association
The Ombudsman could not consider the patio door repairs complaint because it had not been raised through the landlord's complaints procedure (outside jurisdiction). The landlord had offered £150 compensation for its…
202448198 Housing association
The Ombudsman found maladministration in the landlord's handling of radiator repairs, which left the resident without central heating for a significant period, and service failure in its handling of the complaint. The…
202341917 Housing association
The Ombudsman found maladministration in the landlord's handling of bathroom repairs, where repairs were unnecessarily delayed (main works around 5 months and snagging around 7 months after the report) and communication…
202323017 Housing association
The Ombudsman found no maladministration in the landlord's handling of a resident's concerns that a neighbour had installed a smart doorbell, concluding the landlord acted proportionately and reasonably. It noted the…
202228214 Housing association
The Ombudsman found maladministration in the landlord's handling of garden drainage, loft/roof repairs, and complaint handling, and service failure in its handling of fencing and boiler/heating repairs following a…
202308486 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports about increased energy bills, as it failed to investigate a potential safety issue flagged by the energy company. There was no…
202323706 Housing association
The Ombudsman found the landlord's communication about fire safety inspections and the remedial works plan was poor, including at stage 1 of its complaint response, and that it failed to provide regular updates between…
202318060 Housing association
The Ombudsman found maladministration in the landlord's handling of defect repairs: after the developer failed to complete the defects, the landlord's in-house construction company took almost 18 months to finish the…
202329756 Housing association
The Ombudsman found the managing agent offered reasonable redress for failing to respond to the resident's 2021 subletting enquiry and for delay in handling the complaint, found no maladministration in how it handled…
202232324 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's service charge concerns (misleading tenancy agreement, misinformation and poor record keeping), but considered the landlord's total £600…
202313033 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports about the property's condition and associated repairs, and service failure in its complaint handling. It ordered a written apology…
202224598 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould and the associated formal complaint, ordering £500 compensation, a decoration pack, staff training and a record-keeping review.
202318095 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs including damp and mould, citing delays in raising and completing repairs and poor record-keeping, and found reasonable redress for its…
202336059 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp, mould and associated repairs, because it did not act on the independent survey's recommendation to inspect the plumbing…
202310469 Housing association
The Ombudsman found service failure in the landlord's handling of repeated boiler breakdowns: it met emergency response timescales but unreasonably delayed a specialist investigation of the recurring faults, and its £50…
202306364 Housing association
The resident complained that window cleaning had not been performed despite being charged for it, and about the landlord's complaint handling. The Ombudsman found no maladministration in the landlord's handling of the…
202303133 Housing association
The Ombudsman found service failure in the landlord's handling of the kitchen and bathroom renewal work (delays caused by miscommunication, particularly over the air vent) and in its response to the resident's concerns…
202211622 Housing association
The Ombudsman found no maladministration by Great Places Housing Association regarding the resident's complaints about an unsatisfactory kitchen, poor garden drainage, and a missing outdoor tap at a shared-ownership…
202319538 Housing association
The Ombudsman found the landlord offered reasonable redress for its response to the resident's reports that it gave incorrect information during the shared-ownership sales process (the £50 offered was proportionate).…
202339026 Housing association
The Ombudsman found maladministration in Great Places Housing Association's handling of a resident's communication instructions. Following a gas safety check that capped off the gas supply, the landlord and its…
202233150 Housing association
A leaseholder's estate complained about the landlord's handling of external/major repairs (roof, windows, lift) and the landlord's handling of the associated complaint. The Ombudsman found the landlord offered…
202300681 Housing association
The Ombudsman found maladministration across all four complaint heads: the landlord's response to a rodent infestation, its handling of communal repairs and cleaning, its response to a bad smell in the bathroom, and its…
202212905 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs to communal areas, due to failing to give indicative timeframes, changing its position without explanation, and not…
202225584 Housing association
The Ombudsman found maladministration where the resident was left without heating and hot water for 17 days, ordering £434 compensation, while the landlord's handling of a separate boiler leak was reasonable redress.
202302611 Housing association
The complaint concerned the landlord's handling of rent increases to the resident's garage and repairs to the garage. The Ombudsman determined the complaint was not within its jurisdiction because the garage licence…
202302849 Housing association
The Ombudsman found maladministration in the landlord's handling of a reported leak in the resident's ensuite bathroom and in its complaint handling. The landlord failed to log the initial report, missed and…
202218300 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a leaking shower and faulty ventilation system in a shared-ownership new build, due to delays and reactive communication with the developer.…
202123304 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (noise, vehicle repairs, and an electrical socket installation) due to poor record-keeping,…
202128398 Housing association
The Ombudsman found service failure for the landlord's handling of boundary wall and neighbour's fence reports, maladministration for its response to repair issues (including roof, window, loft hatch, and pest…
202207825 Housing association
The Ombudsman found service failure by Great Places Housing Association in its handling of repairs to the resident's boiler and kitchen tap. The landlord delayed completing the boiler repair (10 May to 29 June 2022) and…
202207174 Housing association
The Ombudsman found no maladministration by Great Places Housing Association in its handling of the resident's request for replacement fencing, as the resident removed the fencing before the landlord could inspect it,…
202106133 Housing association
The landlord was found to have maladministration for failing to address the resident's compensation request during the complaints process and for not promptly carrying out its promised remedy to clear and incorporate an…
202123116 Housing association
The landlord offered reasonable redress for its handling of a leak (acknowledging a call-recording error with £70 compensation), but there was maladministration in its handling of remedial works which took three months…
202200713 Housing association
The Ombudsman found that the landlord's offer of redress (reimbursement of mortgage/legal fees and £500 compensation) resolved the complaint about delays and poor information in the right-to-acquire process. However,…
202203383 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of heating repairs, as it provided temporary heating and attended within reasonable timeframes, but identified service failure in its…
202204457 Housing association
The Ombudsman found service failure in the landlord's handling of damp reports and delays in remedial work (September 2021 to January 2022). The landlord had acknowledged its failings and apologised, but the…
202122850 Housing association
The landlord accepted fault for damage caused by a leak and offered to replace/clean carpets and redecorate, but its £30 goodwill gesture for distress and inconvenience was insufficient. The Ombudsman found service…
202108239 Housing association
The Ombudsman found service failure by the landlord for a ten-month delay in surveying the kitchen and a breakdown in communication with contractors, ordering £150 compensation. However, there was no maladministration…
202108718 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to and replacement of a resident's back door, which was delayed from January 2020 to September 2021, and in its handling of the associated…
202117663 Housing association
The Ombudsman found no maladministration by Great Places Housing Association regarding a resident's complaint that a replacement kitchen unit did not match existing units and was of poor quality. The landlord took…
202118432 Housing association
No maladministration was found in the landlord's response to the resident's carbon monoxide alarm activation, as the engineer acted correctly under gas safety procedures. However, service failure was found in the…
202010282 Housing association
The Ombudsman found no maladministration in the landlord's handling of repairs to storage heaters, immersion heater and electricity meter, as it took reasonable steps and delays were partly due to access issues.…
202001773 Housing association
The Ombudsman found service failure by Great Places Housing Association for taking over two years to resolve a reported leak, due to the landlord's economic decision to include the work in planned section 20 works. The…
202003896 Housing association
The Ombudsman found no maladministration by Great Places Housing Association regarding its response to the resident's reports of staff conduct and its handling of the installation of a shower and floor coverings. The…
201913746 Housing association
The landlord was found to have service failure for not adequately investigating the resident's reports of noise nuisance from a communal water meter cupboard, and for poor complaint handling including significant…
202000780 Housing association
The Ombudsman found service failure by Great Places Housing Group regarding a boiler repair where the contractor took over 12 hours to attend (against a 4-hour policy) for a vulnerable resident, and further service…
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