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 187 published decisions.
Home Group Limited's maladministration rate (72%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202419559 Housing association
Service failure was found in the landlord's handling of repairs to a faulty replacement front door, which took around 9 months to complete and included incorrect advice about an insurance claim. Reasonable redress was…
202319327 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (delays completing works to the door frame, stair handrail, leaking cistern and repairs in the kitchen, hall, lounge and bathroom, with repeat…
202443200 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and of flooding/leak from an underground pipe, due to repeated delays in inspections and remedial works (damp…
202445423 Housing association
The landlord provided reasonable redress for its handling of a ceiling repair and temporary accommodation after its contractor removed an asbestos-containing ceiling, moving the family to hotels for 3 months and…
202427524 Housing association
The landlord made an offer of reasonable redress which resolved the resident's complaint about reports of damp and mould in the bathroom. There was no maladministration in the landlord's handling of the complaint,…
202524478 Housing association
There was maladministration in the landlord's handling of a door repair. Although the landlord responded to the emergency lock report within 6 hours and fitted a temporary lock, it failed to act on the resident's…
202345569 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of dissatisfaction with grounds maintenance (poor communication about the contractor change and a missed appointment) and in its…
202524307 Housing association
There was maladministration in the landlord's response to the resident's concerns about overgrowth impacting on her garden and shed. The landlord delayed 14 months, provided no updates, and inappropriately attributed…
202223749 Housing association
Maladministration was found in the landlord's handling of repairs to communal solar thermal panels (completed 676 days after reporting) and in its complaint handling, which involved additional stages and significant…
202331085 Housing association
The Ombudsman found maladministration in the landlord's handling of car park lighting repairs, property repairs (internal lights, bathroom radiator, kitchen cupboards, front door ledge) and complaint handling, plus…
202512085 Housing association
The Ombudsman found maladministration by Home Group Limited in its handling of the resident's reports of damp and mould, concerns regarding her driveway, back garden and drain cover, concerns regarding the windows, and…
202503595 Housing association
Maladministration was found regarding the landlord's handling of the resident's reports of damp and mould, due to prolonged delays, cancelled and re-raised jobs, poor communication, and failure to complete a risk…
202316301 Housing association
The Ombudsman did not investigate the resident's complaints about damp and mould, structural issues, staff conduct, and antisocial behaviour because these matters had already been considered and determined under a…
202328635 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs following a fire at the resident's home, due to significant delays, poor communication, and failure to consider the health impact on the…
202519419 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of outstanding repairs to three patio doors, a smoke alarm and kitchen cupboard doors, due to poor record keeping, contractor…
202441591 Housing association
The Ombudsman found reasonable redress in the landlord's handling of repairs to address damp and mould, its response to the resident's request to replace the garden patio, and its complaint handling. While it identified…
202506127 Housing association
The Ombudsman found maladministration in the landlord's handling of various repairs (delays, poor record keeping and communication), no maladministration in its handling of reports to repair the external doors,…
202521300 Housing association
The Ombudsman found service failure in the landlord's response to damp and mould reports and in its complaint handling. The landlord failed to complete works promised in its stage 2 response, failed to consider the…
202526750 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports and management transfer request (it failed to log an ASB case or investigate earlier and communicated poorly), and service…
202504572 Housing association
The Ombudsman found service failure in the landlord's handling of repairs and of pests, maladministration in its handling of damp and mould, and reasonable redress in its complaint handling. It ordered the landlord to…
202332893 Housing association
There was maladministration in the landlord's handling of reports of rats in the property due to ongoing communication failures and ineffective, repeated pest control actions over three years. The landlord offered…
202338178 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the communal gate — the only access to and from the building — including unclear emergency exit advice and a failure to…
202335192 Housing association
The resident complained about the landlord's response to his concerns about the conduct of its staff during a visit relating to a ceiling leak, and about the landlord's complaint handling. The Ombudsman found no…
202452515 Housing association
The landlord took unreasonable time to address a communal roof leak causing damp and mould in the resident's flat (ongoing from September 2024 with the repair not due until spring 2026), failed to tackle the mould or…
202511423 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's reports of ASB, as the landlord failed to open an ASB case in September 2024 but later acknowledged this and offered £75 compensation,…
202516671 Housing association
The Ombudsman found maladministration in the landlord's response to a leak and associated damp and mould damage, due to delays in identifying the leak source, failure to arrange a surveyor inspection, and failure to…
202505885 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repair reports (cumulative delays taking around four years to complete, with snagging outstanding) and in its response to reports of asbestos…
202450203 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's repair requests (a leaking flat roof, damp and mould, door repairs and a kitchen extractor fan) and reasonable redress in its handling…
202430564 Housing association
The Ombudsman found the pest problems complaint was outside jurisdiction as it had not exhausted the landlord's complaints process. The landlord's response to the reimbursement request for work carried out to the…
202436012 Housing association
The resident complained that the landlord asked her to remove her doorbell camera and other cameras pointing towards communal spaces. The Ombudsman found no maladministration in the landlord's request (which was in…
202504122 Housing association
Home Group Limited was found to have maladministration in its handling of roof repairs: it delayed identifying the need for a party wall agreement, communicated poorly, kept inaccurate contractor records and left the…
202507784 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of damp and mould, the request to have compensation paid directly, and complaint handling. It identified its failings,…
202504624 Housing association
The Ombudsman found severe maladministration in the landlord's response to reports of a leak, damp and mould — with over a year to identify the cause, repeated delays, cancelled appointments, three weeks without cold…
202324677 Housing association
The Ombudsman found the landlord took appropriate steps that resolved the complaint about a backdated energy bill satisfactorily (reasonable redress), but found a service failure in the landlord's complaint handling,…
202414371 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to adapt his windows, as its conditions and standard wording were reasonable and consistent with its policy and the tenancy…
202401054 Housing association
The Ombudsman found maladministration in the landlord's handling of leaks, damp and mould — it delayed action, failed to keep the resident updated and had no action plan to ensure the managing agent completed repairs.…
202330312 Housing association
The Ombudsman found no maladministration in the landlord's decision to recharge the resident for repairs and removal of items after the tenancy ended, as it acted in line with its policy and the tenancy agreement. The…
202503967 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould, which was reactive, relied on repeated similar repairs and never established the root cause or addressed the…
202414314 Housing association
The Ombudsman found the landlord made an offer of reasonable redress for its handling of repairs and maintenance, was responsible for maladministration in its handling of reports of ASB (ongoing drug dealing and use by…
202428899 Housing association
The landlord was found responsible for maladministration in its response to reports of a leak and subsequent damp and mould, taking 10 months to bring the flat back into good repair with poor contractor oversight and…
202503748 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB due to several combined service failures, including failing to provide noise recording tools and diary sheets, failing to…
202220095 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports (delays, failure to complete risk assessments, failure to consider early intervention measures) and in its complaint handling (failure to…
202330354 Housing association
The Ombudsman found maladministration in the landlord's handling of a boundary dispute and the resident's request for a dividing fence, and in its complaint handling. It ordered the landlord to pay £930 compensation,…
202423094 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's replacement windows and request to install UPVC: the windows had remained outstanding since December 2023, communication was poor,…
202428480 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the roof repairs and the associated complaint, and no maladministration in its handling of the resident's compensation claim. It made no orders,…
202428656 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for new flooring (the landlord had no obligation to provide floor coverings and had appropriately gifted/removed damaged…
202442339 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the property condition (drainage, damp and mould, and the shower) due to unexplained delays, poor record keeping and…
202219606 Housing association
The landlord was found to have maladministration for its handling of a boiler leak and damp and mould in the bathroom, causing the resident to be unable to use the bathroom for almost a year, and for its complaint…
202405842 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould, and service failure in its complaint handling. The landlord was ordered to apologise and pay £1240…
202441523 Housing association
The Ombudsman found maladministration in the landlord's handling of the leaseholder's concerns about communal defects (loss of heating and hot water and roof leaks), including poor communication, failure to challenge…
202506547 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a roof leak and associated repairs, and maladministration in its handling of the complaint. It ordered the landlord to…
202443954 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reports of repairs to the porch roof (unresolved roughly 3 years after first reported, with poor oversight, record keeping and communication),…
202346602 Housing association
The Ombudsman found maladministration in the landlord's handling of reports about broken communal doors and the associated service-charge query, and maladministration in its handling of ASB reports. There was also…
202319452 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damaged window frames, ordering £100 compensation. It found the landlord's prior offer of £400 reasonably resolved its handling…
202433525 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's antisocial behaviour reports or his request for a management transfer based on medical needs. It found the landlord's £300 offer of…
202315720 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about a telephone call she received, accepting its apology and explanation and deeming these proportionate; a short…
202428206 Housing association
The complaint concerned the landlord's handling of the resident's reports of damp and mould. The Ombudsman found service failure: the landlord did not follow its damp and mould policy, responded late, carried out…
202318556 Housing association
The Ombudsman found service failure in the landlord's handling of reports about the standard of void works (it misunderstood the repair request and could not evidence its post-works inspection) and in its complaint…
202420242 Housing association
The resident complained about the landlord's handling of her reports of ASB by a neighbour, her request for a management move, and fire safety concerns. The Ombudsman found reasonable redress on the ASB complaint (the…
202230408 Housing association
The Ombudsman found maladministration in the landlord's handling of shower and bath tap repairs, a delayed bathroom replacement, and its complaint handling, ordering £1,250 total compensation replacing the landlord's…
202332343 Housing association
The Ombudsman found no maladministration in the landlord's handling of a heating and hot water outage, and a service failure in its handling of the temporary decant and storage of the resident's possessions (including a…
202339639 Housing association
The Ombudsman found the landlord's handling of the repairs to the resident's boiler and radiator, and its handling of the associated complaint (including the resident's concerns about discrimination), to be reasonable…
202315764 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's reports of problems with newly installed windows and doors (works were significantly delayed and communication was poor).…
202323765 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB (failure to properly investigate, gather evidence, or complete an action plan) and in its handling of the associated…
202426535 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould, including record-keeping failures, avoidable delays, failing to act on surveyor/inspection concerns, and not…
202327189 Housing association
The Ombudsman determined that the landlord made an offer of redress which satisfactorily resolved the resident's complaint about its handling of heating outages, so the case was resolved as reasonable redress. The…
202325031 Housing association
The landlord mishandled the resident's request to replace her bathroom flooring: it relied only on staff recollection to decide the flooring was not its responsibility, disregarded the resident's account without…
202319764 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about the impact of the building's fire safety (EWS1) rating on selling her shared ownership property and the work to improve it;…
202339054 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of damp and mould, including delayed inspections, poor record keeping, failure to proactively manage the issue, missed…
202322771 Housing association
The landlord's handling of a boiler replacement was a service failure because its communication with the resident was poor, causing her time and trouble in repeatedly chasing the matter; its decision not to carry out…
202323496 Housing association
The resident, a freeholder, complained about the level of her service charge and the quality of services (grounds maintenance and communal lighting) on the estate managed by the landlord. The Ombudsman determined the…
202230425 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a nearly 5-month loss of central heating during a cold winter for a resident recovering from an accident, and service failure in its delayed…
202314124 Housing association
A shared-ownership leaseholder's estate complained about the landlord's refusal to suspend rent while EWS1/cladding remedial works blocked a property sale, its refusal to buy back the property, and its complaint…
202334483 Housing association
The Ombudsman found maladministration in the landlord's handling of reported damp and mould, repairs (front door, guttering, kitchen electrics and step), a woodlice infestation, a requested adaptations letter, and the…
202340518 Housing association
The Ombudsman found service failure in how the landlord handled the resident's noise nuisance reports, notably closing the noise case in February 2024 and only informing the resident months later, and ordered £50…
202211705 Housing association
The landlord was found to have maladministration for its handling of repairs to a communal door, with avoidable delays, poor communication, and failure to address the underlying fault despite the resident's proactive…
202300402 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's complaints about a managing unacceptable behaviour agreement (MUBA), communal cleaning standards, and communal garden/grounds maintenance,…
202319542 Housing association
The Ombudsman found maladministration in the landlord's response to a sewage leak from the resident's bathroom, in its handling of her concerns about the subsequent cleaning, and in its complaint handling, plus service…
202406373 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's ASB reports, her management transfer request and her reports about communal cleaning standards. It found no maladministration in the…
202309672 Housing association
The resident, an assured tenant in a supported accommodation scheme, complained about the landlord's handling of concerns raised about staff conduct during a welfare check, and about the associated complaint. The…
202308173 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of a leak from an oil tank. It concluded the landlord responded promptly, acted within the tenancy timescales, offered…
202302832 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports that her property was cold, and maladministration in its complaint handling. Repairs were not completed within the landlord's…
202228400 Housing association
The Ombudsman found maladministration in the landlord's handling of long-running reports of draughts and cold, a roof leak, its complaint handling, and its record keeping, following years of poor communication and…
202221637 Housing association
The Ombudsman found maladministration in the landlord's handling of guttering and roof repairs and in its complaint handling, ordering £775 total compensation, inclusive of amounts previously offered.
202403124 Housing association
The Ombudsman found the complaint about the property's structural integrity was outside jurisdiction because it was the subject of court proceedings. It found reasonable redress in the landlord's handling of damp and…
202400122 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports about a roof leak, its handling of the associated repairs, and the level of compensation offered as redress, as the substantive…
202222257 Housing association
A radiator leak damaged a resident's carpet, which the landlord attempted to dry and clean but ultimately did not replace, consistent with the tenancy agreement and an insurer's rejection of the claim. A stage 2…
202311104 Housing association
The Ombudsman found the landlord offered redress that resolved the complaint about its handling of the resident's ASB reports (nuisance from neighbours' ball games), although it accepted it could have done better…
202312599 Housing association
The Ombudsman found maladministration in the landlord's handling of reports about rodents, ivy removal, pointing, doorstep repairs and fly-tipping; in its handling of graffiti, gate and letter box repairs; and in its…
202310296 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of outstanding repairs following a 2019 fire, due to a lack of empathy and failure to demonstrate learning from the complaint. For…
202303198 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports about an upstairs neighbour, and service failure in its complaint handling. The landlord did not address the ASB in a timely…
202301937 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of water penetration and damp, in its complaint handling, and in its record keeping. It ordered the landlord to apologise, pay…
202302337 Housing association
The Ombudsman found maladministration in the landlord's handling of a group leaseholder complaint about its administration of service charge accounts, the standard of services (gardening, cleaning, gritting) for which…
202115852 Housing association
The Ombudsman found reasonable redress for the landlord's response to a mouse infestation (after initial failings, the landlord took appropriate action and offered £1,435 compensation), but maladministration for delays…
202214508 Housing association
The Ombudsman found service failure by Home Group Limited in its handling of repairs to a garden fence. While the landlord correctly determined the fence was the resident's responsibility, it failed to properly address…
202233674 Housing association
The landlord's handling of the resident's request for a parking space amounted to reasonable redress, while its handling of the repair to the communal ceiling/balcony and its response to concerns about grounds…
202227295 Housing association
The Ombudsman found maladministration in the landlord's handling of noise nuisance reports because, despite reasonable steps to manage the neighbour's antisocial behaviour, it failed for over a year to update the…
202215876 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports due to poor communication with the resident and other agencies, but was satisfied the landlord took reasonable steps given the evidence and…
202229518 Housing association
The Ombudsman found maladministration in the landlord's handling of long-running ASB and safeguarding reports, its handling of a disabled resident's rehousing request, and its complaint handling, ordering £2,800…
202230420 Housing association
The Ombudsman found maladministration in the landlord's handling of end-of-tenancy recharges, as it failed to consider the resident's exceptional circumstances fleeing anti-social behaviour before billing him over…
202210494 Housing association
The Ombudsman found maladministration in three areas: the landlord's handling of service charges and communal services (delays in providing information, poor communication, unresolved door entry issues); its response to…
202216840 Housing association
Service failure for ASB response (not supporting insurance claim); maladministration for communal repairs (insecure door 9 months, faulty lights, poor cleaning, loose roof tiles, insecure bike store); maladministration…
202222915 Housing association
The Ombudsman found service failure in the landlord's handling of a long-running request for information about electric vehicle charging bays, no maladministration over a streetlight repair, and maladministration in its…
202208660 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the lift, garage doors and bin shed (significant delays, poor communication), maladministration regarding the non-working CCTV (delay and…
202208081 Housing association
The Ombudsman found reasonable redress for inaccurate pre-sales information about roof terrace access and kitchen worktops, but maladministration for failing to carry out agreed entrance hall works, for poor…
202213850 Housing association
The landlord was found to have maladministration for: delaying years to address tree/shrub overhang reports and failing to communicate; failing to maintain communal areas including an access footpath for over 2.5 years;…
202120126 Housing association
The Ombudsman found that the landlord offered reasonable redress for its poor grounds maintenance service (compensation and service charge refund), no maladministration for refusing to pave the resident's garden, and…
202203465 Housing association
The Ombudsman found service failure because the landlord acknowledged a range of repair, cleaning and maintenance failings and promised compensation but never paid it. Maladministration was found for an 18-month delay…
202225677 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak and associated repairs, and in its handling of the resident's complaint, ordering £780 compensation.
202209670 Housing association
The landlord was found to have maladministration for delays in resolving a bathroom leak (Sept 2020–Feb 2021), for taking 23 months to complete ceiling repairs, and for poor complaint handling (stage one took 144…
202125902 Housing association
The Ombudsman found no maladministration in the landlord's handling of service charge enquiries, but found service failure in its handling of a shower repair (due to poor communication about compensation) and in its…
202203099 Housing association
Maladministration in the landlord's handling of a shared ownership staircasing sale due to poor communication and a 3-month delay in providing a final decision on a valuation dispute. Maladministration also in complaint…
202221234 Housing association
The Ombudsman found maladministration in the landlord's prolonged and poorly monitored handling of a rodent infestation, including years-long delays sealing entry points and coordinating pest treatment, and further…
202126025 Housing association
The Ombudsman found no maladministration in the landlord's handling of the representative's concerns about the sales process of his late mother's leasehold property. The sinking fund and assignment fees were correctly…
202128240 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of anti-social behaviour and counter-allegations, and in its complaint handling. The landlord failed to manage the neighbour…
202204375 Housing association
The Ombudsman found maladministration in the managing agent's response to a pigeon infestation causing damage to the resident's terrace, and service failure in its handling of car parking issues, bin area cleaning, and…
202216903 Housing association
The Ombudsman found service failure by Home Group Limited regarding its handling of repair works to the resident's garden. The landlord failed to communicate appropriately with all parties, did not ensure a shared…
202208159 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould due to a 13-month delay in deciding on a course of action and poor communication. No maladministration was found in the…
202118097 Housing association
The Ombudsman found reasonable redress for the landlord's response to garden maintenance issues (service charge refund of £126.48 was offered), no maladministration for communal cleaning and communal area maintenance…
202128010 Housing association
The Ombudsman found reasonable redress for the landlord's handling of reports it charged for services not provided (offering a £115.62 refund for missed communal grounds maintenance) and for complaint handling delays…
202118954 Housing association
The Ombudsman found service failure in the landlord's handling of reported defects at a shared-ownership new build property, due to delays in resolving snagging and defect issues, poor communication, and failure to…
202214165 Housing association
The Ombudsman found maladministration by Home Group Limited for its handling of a shower repair (ongoing since 2016 with repeated delays), its handling of a mould report (six-month delay to treat bathroom mould), and…
202117203 Housing association
The Ombudsman found severe maladministration for the landlord's handling of a resident's reports of no heating and hot water, which took over 13 months to resolve due to significant delays, missed opportunities, and…
202205972 Housing association
The landlord was found to have maladministration for its handling of the resident's request for new rear-patio doors, due to significant delays (over a year), poor record-keeping, and failure to communicate. The…
202008075 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress in response to the resident's concerns about the condition of her neighbour's garden and foxes gaining access. The landlord acknowledged service…
202202164 Housing association
The Ombudsman found maladministration in the landlord's handling of water ingress into a leaseholder's property. The landlord failed to identify the cause of the ingress over a prolonged period, provided poor…
202111072 Housing association
The Ombudsman found no maladministration regarding the landlord's handling of defects in doors and windows, as the resident was responsible for maintenance under the shared ownership agreement and no latent defect was…
202123612 Housing association
The Ombudsman found maladministration in the landlord's handling of reports about defective flooring (noise/creaking) at a shared-ownership property, including delays and a late warranty claim that was declined. Service…
202211370 Housing association
The Ombudsman found no maladministration by Home Group Limited in its handling of the resident's reports of disrepair to her kitchen and her request for a kitchen replacement. The landlord inspected promptly, offered…
202103327 Housing association
The Ombudsman found maladministration by Home Group Limited in its response to a shared-ownership leaseholder's reports of defects and in its complaint handling. The landlord took up to two years to remedy doors and…
202109458 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the Deposit Builder Scheme application (poor communication, £150 offered). Maladministration was found for the landlord's handling of works…
202207913 Housing association
The Ombudsman found no maladministration in the landlord's decision to replace the resident's heating system as part of planned maintenance in 2024-26 rather than sooner, as the system was not broken and the landlord…
202114889 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of a kitchen refurbishment, where works overran, the resident was without electricity and kitchen facilities, and there were poor-quality…
202203091 Housing association
The landlord acknowledged service failures in repairing the resident's boiler and providing temporary heating, leaving the resident without heating or hot water for 72 hours. There was also a significant delay in…
202212755 Housing association
The Ombudsman found service failure by Home Group Limited regarding its response to the resident's concerns about end-of-tenancy recharges. While the overall decision to recharge was reasonable, the landlord's…
202116755 Housing association
The Ombudsman found reasonable redress for the landlord's response to new build defects (with £140 offered compensation), service failure for delays in providing communal gardening, cleaning, parking and bin services,…
202126796 Housing association
The Ombudsman found maladministration for the landlord's handling of communal cleaning (failure to manage contractor performance) and for complaint handling (failure to log, escalate and respond to complaints in a…
202114545 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's ASB reports about neighbours' parking, as it took reasonable steps including liaising with the Highways team for a disabled parking…
202123009 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, as it acted within its policy and powers given the neighbour was not a tenant. However, there was maladministration in the landlord's…
202120696 Housing association
The landlord was found to have made reasonable redress for its handling of major works and decants (offering £3,650 compensation), but maladministration was found for failing to properly handle the resident's complaint…
202203691 Housing association
The landlord was found to have maladministration for taking approximately five months to repair the resident's boiler (total loss of heating and hot water reported in January 2022), including failing to provide…
202112948 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of anti-social behaviour, as it took appropriate steps including warnings, liaison with police, and an Acceptable Behaviour…
202202705 Housing association
The Ombudsman found that the landlord offered reasonable redress regarding its handling of damage to the resident's hall carpet (referring the matter to insurers/contractors as per policy) and its complaint handling…
202213632 Housing association
The landlord was found to have maladministration for its handling of damp and mould reports in the outhouse/utility room, with significant delays (March 2021 to January 2023 with no works completed), inconsistent…
202007750 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of repairs to prevent water leaks. The landlord acknowledged poor communication, delays, and missed appointments, apologised, and offered…
202203575 Housing association
The Ombudsman found no maladministration by the landlord in its decision to decline to undertake a sound proofing test in the resident's shared-ownership property. The landlord had provided evidence of a 2020 sound…
202015188 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of various repairs, due to unacknowledged delays of around six weeks and failure to offer a final surveyor's inspection.…
202006072 Housing association
The Ombudsman found that the landlord provided reasonable redress for its handling of recurring drainage issues at the resident's shared ownership property, noting the landlord's efforts to find a lasting solution and…
202116828 Housing association
The Ombudsman found no maladministration by Home Group Limited in its response to the resident's request for a bathroom adaptation. The landlord followed its policy by arranging an occupational therapist assessment,…
202111326 Housing association
The Ombudsman found that the landlord's offer of £425 compensation for delays in repairing the resident's front and back doors, damp issues, missed appointments, and poor complaint handling constituted reasonable…
202113815 Housing association
The Ombudsman found maladministration for the landlord's handling of noise disturbance reports due to failing to agree an action plan, not keeping the resident updated, and offering mediation it could not provide.…
202111155 Housing association
The Ombudsman found maladministration by Home Group Limited for failing to communicate timescales for guttering repairs, ordering £150 compensation. No maladministration was found regarding communal grounds maintenance,…
202013927 Housing association
The landlord offered reasonable redress (£760) for its significant delay in repairing a vent and heating system, which left a pregnant resident without adequate heating for over 5 months. However, there was…
202118335 Housing association
The landlord delayed significantly in completing repairs to the resident's front door, kitchen, garden gate and grounds maintenance, with issues first reported in 2020 and not completed until January 2022. The landlord…
202109994 Housing association
The Ombudsman found that the landlord provided reasonable redress for its acknowledged service failures in handling a roof leak repair, which took approximately a year to resolve. The landlord offered £455 in total…
202004272 Housing association
The Ombudsman found no maladministration by the landlord in its response to the residents' requests to remove a mobility scooter and ramp from the shared rear yard. The landlord had reasonably addressed fire safety…
202100663 Housing association
The Ombudsman found service failure by Home Group Limited for not properly investigating a June 2021 report of continued noise nuisance from the resident, as the landlord's ASB process was not followed. The landlord was…
202114665 Housing association
The Ombudsman found that the landlord made an offer of reasonable redress to the resident for its handling of reports about drainage and flooding in the rear garden. The landlord acknowledged significant delays and poor…
202104435 Housing association
The Ombudsman found no maladministration by Home Group Limited in its handling of a resident's reports of rats. The landlord arranged pest control, drain surveys, and repairs, and pest control found no evidence of an…
202009773 Housing association
The Ombudsman found that the landlord made reasonable redress for its handling of the resident's staircasing application (including misinformation and delays in providing information) and for failing to provide a copy…
202015585 Housing association
The Ombudsman found no maladministration by Home Group Limited regarding its refusal to allow the resident's father access to her supported living property during local Covid-19 lockdown restrictions, as the landlord…
202103597 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for a new kitchen. The landlord carried out multiple inspections by senior staff who concluded the kitchen could be repaired…
202012233 Housing association
The Ombudsman found service failure in the landlord's handling of damp and mould reports. The landlord was slow to carry out repairs after discovering a leak, leaving the resident in poor conditions for months without…
202107035 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's request for wooden fencing. The landlord inspected the fence, found the existing chain link fence in good condition, and…
202009145 Housing association
The Ombudsman found service failure in the landlord's handling of a sewage leak and associated repairs because it took nearly four months to inspect the property after the resident raised concerns, despite attending the…
202016837 Housing association
The landlord identified a need to replace the resident's external doors in September 2017 but did not complete the works until September 2021, a delay of around 4 years. The Ombudsman found service failure for the…
202008992 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports or its response to grounds maintenance and pest control concerns. However, the landlord's complaint handling was poor (failures in…
202006473 Housing association
The Ombudsman found that the complaint about maintenance issues (mould, electrical safety) was outside jurisdiction as the resident had not exhausted the landlord's complaints procedure. Regarding the asbestos concerns,…
202006923 Housing association
Reasonable redress found for most issues (lift, gate, graffiti/fly-tipping, parking, cleaning) following compensation offers and remedial actions. Service failure found for unaddressed gardening complaint and for…
202006423 Housing association
The Ombudsman found no maladministration in the landlord's response to water ingress reports, as it inspected promptly, carried out works, and reasonably concluded the property was fit. The ASB complaint was outside…
202002972 Housing association
The landlord was found to have service failure for its handling of the resident's reports of a leaking water tank, which left her without hot water for 34 days. The landlord's apology and completion of repairs did not…
202010218 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of outstanding defects and complaint delays, awarding £400 compensation, but found no maladministration regarding the condition of the…
202009515 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident had already commenced a legal disrepair claim covering the same issues (delay, workmanship, distress and inconvenience), which…
201912966 Housing association
The Ombudsman found that while the landlord had properly applied the Capital Funding Guide eligibility criteria for shared ownership sales, it had failed in its communication and responsiveness, including delays…
202013788 Housing association
The Ombudsman found that the landlord made reasonable redress for its handling of a leak repair, which involved an excessive number of contractor visits over several months. The landlord apologised, paid £475…
202010713 Housing association
The Ombudsman found service failure by Home Group Limited regarding the level of compensation offered for delays in reconnecting the gas supply after the resident moved in. The landlord's compensation offer improperly…
202008927 Housing association
The Ombudsman found no maladministration regarding the landlord attending without prior notice (reasonable given safety concerns) and regarding removal of waste items from the communal area (justified for fire safety).…
201914309 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of multiple repairs (2019-2020) by completing works and offering compensation; found no maladministration for its handling of the…
202003709 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports (it took reasonable steps including mediation, third-party liaison, and soundproofing offers), but found service failure in its…
201915622 Housing association
Following Ombudsman mediation, the landlord agreed to install car park signage, carry out estate inspections, plant flowers and shrubs, and install fencing to address the resident's complaints about anti-social…
202000698 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's report of an unauthorised person (the neighbour's son) living in the neighbouring property. The landlord took reasonable and…
202005646 Housing association
The Ombudsman found that the landlord offered reasonable redress for service failures in handling bathroom repairs following a leak, including avoidable delays and poor communication, and for its complaint handling…
201904586 Housing association
The Ombudsman found that the landlord offered reasonable redress for delays and a missed appointment in handling repairs to the resident's hand basin, kitchen ceiling and immersion heater. The landlord's offer of £155…
202001298 Housing association
The landlord accepted service failings in its handling of the resident's reports about poor grounds maintenance at her block. It delayed its complaint response but kept the resident informed, apologised, and offered…
201915810 Housing association
The Ombudsman found service failure regarding the landlord's handling of a fire door repair, as it failed to properly assess the issue and relied on the resident's diagnosis despite health and safety risks. No…
201714878 Housing association
The Ombudsman found that the landlord had shortcomings in its communication about the sale of a shared ownership property, but had offered proportionate redress (£250 compensation and £72 reimbursement of valuation…
201904587 Housing association
The Ombudsman found reasonable redress for the landlord's communication failures about a £4.24 water charge adjustment and for its complaint handling delays, as the landlord acknowledged the shortcomings, apologised,…
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