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 38 published decisions.
Homes Plus Limited's maladministration rate (76%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202400312 Housing association
There was no maladministration in the landlord's handling of the resident's reports of repairs, as the property was under warranty with the developer who was responsible for the work and the landlord appropriately…
202510424 Housing association
The Ombudsman found maladministration in the landlord's handling of outstanding repairs (unreasonable delays, poor communication and inaccurate records), service failure in its handling of damp and mould (policy…
202332724 Housing association
The landlord failed to treat the resident's initial roof leak report as an emergency and did not promptly agree a further repair after a later leak report. It also failed to follow its damp and mould policy, delaying…
202447538 Housing association
The Ombudsman found no maladministration in the landlord's handling of damp and mould and no maladministration in its complaint handling, but maladministration in its handling of repairs. Repairs were not completed…
202408066 Housing association
The resident complained about the landlord's handling of a leak into their property and the associated repairs. The Ombudsman found several failures (delays completing repairs, failure to log/attend and follow up…
202417689 Housing association
The Ombudsman found the landlord made a reasonable offer of redress for both complaint heads: its request that the resident remove his CCTV camera (initial refusal was in keeping with policy, but application was…
202447589 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of damp and mould and in its handling of the complaint. It took over a year to complete all the repairs, but the landlord's…
202340264 Housing association
The Ombudsman found the landlord offered appropriate redress before investigation for multiple failings in handling roof repairs and associated damp and mould, and for its complaint handling. The landlord's final…
202439731 Housing association
The Ombudsman found maladministration in the landlord's handling of the maintenance of an external communal area, as it did not demonstrate robust procedures or effective management of repeated interruptions to its…
202321094 Housing association
The Ombudsman found the landlord had offered reasonable redress for its handling of the resident's reports of repairs, drainage smells and inadequate insulation, which its £950 offer satisfactorily resolved. However, it…
202312677 Housing association
The landlord's decision not to level the kitchen floor was reasonable given its inspection found no subsidence or defect triggering repairing obligations, but it delayed carrying out the inspection (27 working days…
202321278 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about the positioning of a carbon monoxide detector. It found the detector was correctly positioned and working, that the…
202311851 Housing association
The Ombudsman found maladministration in the landlord's handling of reports about loss of heating and hot water, as it relied on unsubstantiated concerns about the resident's use of radiators without giving her a chance…
202318747 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of defects and concerns about her new-build property, owing to poor communication and ineffective liaison with the developer, and…
202304014 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (a failure to address car parking issues and an 11-week delay before a home visit) and in its handling…
202308385 Housing association
The resident complained about the landlord's handling of her requests to cut back trees in her garden and to remove waste from her garden. The Ombudsman found service failure on both aspects: the landlord failed to…
202326578 Housing association
The Ombudsman found the landlord's offer of redress prior to investigation satisfactorily resolved its handling of the resident's reports of condensation in the loft (reasonable redress). However, it found service…
202224381 Housing association
The Ombudsman found maladministration in the landlord's handling of shower repairs, the heating system upgrade request, and its complaint handling, ordering £800 total compensation and staff training.
202341523 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs, which took far too long (window replacement 123 days, bathroom door 258 days, back door 299 days) with poor communication and inadequate…
202233833 Housing association
The Ombudsman found a service failing in the landlord's handling of the resident's reports of a roof leak: the repair took around six months and exceeded the landlord's policy timescales for inspection and completion.…
202312600 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's outhouse, which took over two years to resolve, and service failure in the landlord's record keeping. The landlord was…
202304135 Housing association
The Ombudsman found maladministration in the landlord's handling of the back door replacement (communication failures), the damp and mould (delays in inspecting and completing works, and a failure to properly consider…
202231464 Housing association
The Ombudsman found maladministration in the landlord entering the resident's property by force without permission, and service failure in its compensation award during complaint handling, ordering £325 total…
202215123 Housing association
The landlord was found to have service failure for not bringing the property to a lettable standard before the tenancy started and for delays in completing repairs, causing significant distress. The landlord's handling…
202309279 Housing association
The resident complained about a landlord staff member's conduct during a call in which the landlord shared a neighbour's counter-allegation that the resident's ASB reports were racially motivated. The Ombudsman found no…
202222673 Housing association
The Ombudsman found that the landlord's apology, compensation and learning from the complaint about delays preparing the property at the start of the tenancy amounted to reasonable redress.
202208259 Housing association
The landlord was found to have maladministration for failing to meet its lettable standard when the resident moved into a property in disrepair, causing stress and inconvenience. Reasonable redress was found for the…
202204960 Housing association
Severe maladministration for failures in responding to property condition, repairs, roof leaks/damp, and complaints handling. Maladministration for garden/fence repairs and record-keeping. No maladministration for wet…
202125979 Housing association
The landlord was found to have maladministration for its handling of remedial roof works following reports of damp and mould. It delayed unreasonably in repairing the roof, failed to consider temporary repairs or an…
202212549 Housing association
Service failure by Homes Plus Limited in handling repairs (year-long ceiling repair delay, delayed dangerous external repairs, delayed electrical work, failure to reconnect cooker), complaint handling (delayed stage one…
202109576 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs from the start of the tenancy and in its record keeping. The landlord failed to communicate inspection outcomes, provide a schedule of works,…
202123949 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (including subsidence concerns, gate, patio doors, driveway and garden issues) and in its complaint management and compensation offer. Service…
202210312 Housing association
The Ombudsman found severe maladministration in the landlord's handling of bathroom ventilation and inadequate radiators, and severe maladministration in its failure to consider the resident's household vulnerabilities.…
202128413 Housing association
The Ombudsman found service failure by the landlord for poor communication (a 16-month delay responding to a land purchase enquiry and a short complaint response delay), ordering £200 compensation. No maladministration…
202116484 Housing association
The Ombudsman found service failure by Homes Plus Limited in its handling of a resident's reports of pests in her loft, due to unreasonable delays in arranging inspections and treatment, poor communication, and failure…
202004002 Housing association
The Ombudsman found service failure by the landlord in its response to the resident's reports of repairs to the front door (water ingress), damp and mould, and paving slabs. There were unreasonable delays, a failure to…
202008274 Housing association
The Ombudsman found service failure by the landlord in its handling of reported damp and mould, as it failed to carry out identified repairs (including providing a dehumidifier) within a reasonable time and did not keep…
202008721 Housing association
The Ombudsman found that the landlord offered reasonable redress for delays in completing the Voluntary Right to Buy sale process (completing in November 2019 instead of the expected June 2019). The landlord apologised,…
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