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 33 published decisions.
Irwell Valley Housing Association Limited's maladministration rate (73%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202345613 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's repairs due to delays, poor records and poor communication, and service failure in its complaint handling for failing to respond in line…
202424830 Housing association
The Ombudsman found maladministration in the landlord's response to queries about the communal heating pre-pay system. The landlord gave incorrect and contradictory information about whether the resident could use the…
202337065 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about asbestos during door replacement repairs, as the landlord followed its asbestos policy, used an asbestos specialist,…
202334405 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the kitchen, citing delays in ordering a glazing unit, delays in completing plastering, and a lack of co-ordination of the repairs; it ordered…
202340420 Housing association
The Ombudsman found reasonable redress in the landlord's handling of scheduling repairs, including a plumbing appointment: the landlord failed to follow its repairs policy by rearranging appointments without agreement…
202325475 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp, mould and insect infestation, and maladministration in its handling of the associated complaint. The landlord failed to…
202425825 Housing association
The Ombudsman found maladministration in both the landlord's response to the resident's concerns about a management transfer between properties (including communal security repairs) and in its complaint handling. It…
202420100 Housing association
The complaint concerned the landlord's handling of reported leaks causing damp and mould. Following the Ombudsman's intervention, the landlord agreed to increase its compensation offer to £2500 and the complaint was…
202414917 Housing association
The Ombudsman found no maladministration in the landlord's fitting of handrails (completed one working day outside its routine repairs timescale), but maladministration in its handling of the resident's kitchen tap leak…
202418074 Housing association
The Ombudsman found service failure in the landlord's handling of both the resident's reports about the standard of communal grounds maintenance and the condition of communal fencing. The landlord failed to deliver the…
202337179 Housing association
The landlord failed to follow up its initial boiler leak attendance, leaving the resident dealing with a slow leak for around six months until the boiler was replaced, and its stage 1 and stage 2 complaint responses…
202201762 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of noise nuisance ASB, due to delays in opening the case, failure to assess vulnerability, and poor evidence gathering. Service…
202340253 Housing association
The Ombudsman found the resident's concern about removal of access to the bin chute outside its jurisdiction because it had not been exhausted through the landlord's complaints process. On the transfer request, it found…
202324785 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports (it did not follow its ASB policy and procedure and demonstrated poor record keeping) and maladministration in its handling…
202318832 Housing association
The Ombudsman found maladministration in the landlord's handling of bathroom repairs (including an approximate 22-month delay to fix a bathroom floor tile, failure to address safety concerns about a glass shower panel…
202322513 Housing association
The complaint concerned the landlord's handling of the resident's request to install an electric vehicle charging port. The Ombudsman found the landlord acted in line with its alterations and improvements policy,…
202323486 Housing association
The Ombudsman found maladministration in the landlord's handling of void checks before the resident moved in and in its handling of damp and mould concerns (including delayed installation of a PIV and vents). It found…
202414276 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould, in its associated complaint handling, and in its record keeping. The landlord was ordered to pay the £1,400 it offered in…
202308371 Housing association
The landlord failed to carry out communal cleaning on the agreed two-weekly basis and delayed a deep clean by around six months, amounting to maladministration. Its handling of repairs to the communal entrance door,…
202316078 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould and in its handling of the subsequent temporary decant, and service failure in its complaint handling and…
202224863 Housing association
The Ombudsman found maladministration in the landlord's handling of a rent-in-advance request, decoration vouchers, a flooring/asbestos issue, and complaint handling; reasonable redress for a council tax issue; and no…
202224154 Housing association
The Ombudsman found maladministration in the landlord's handling of lengthy delays replacing combustible wooden walkways over nearly 3 years due to poor communication, service failure in its handling of service charge…
202217489 Housing association
The Ombudsman found no maladministration by Irwell Valley Housing Association in its handling of the resident's antisocial behaviour reports (including dog barking and a physical altercation) and its refusal of a…
202125231 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of ongoing leaks, outstanding repairs caused by the leaks, and the resident's complaint. The landlord delayed inspections and repairs…
202206371 Housing association
The Ombudsman found no maladministration regarding the landlord's handling of flooring replacement, bathroom renewal, and transfer request. However, maladministration was found for the landlord's handling of ASB reports…
202220172 Housing association
The Ombudsman found maladministration by Irwell Valley Housing Association for its handling of a resident's reports of a bad sewage odour entering her property, which took approximately 19 months to resolve due to poor…
202217188 Housing association
The Ombudsman found severe maladministration for the landlord's handling of water ingress, damp and mould reports over 26 months, including missed appointments, inadequate investigations, and failure to resolve the…
202124091 Housing association
The Ombudsman found no maladministration regarding the landlord's responses to the resident's requests about gravel removal, vent removal, and a bathroom leak. Reasonable redress was found for the toilet flush repair…
202203977 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports that she was not receiving services for which she was charged a service charge, service failure in its handling of kitchen…
202111977 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the dispute concerns the contractual terms of a completed shared ownership property sale, which would be better pursued through the courts. The…
202004776 Housing association
The Ombudsman determined that the complaint about the landlord's response to the resident's allegation that a staff member assaulted him was outside its jurisdiction, because the matter had been the subject of legal…
201915656 Housing association
The Ombudsman found no maladministration in the landlord's handling of service charge queries or customer service/staff conduct, but found reasonable redress for complaint handling failures where the landlord…
201909821 Housing association
The landlord took approximately eight months to process the resident's Right to Acquire application before discovering the property was ineligible due to its funding source. The Ombudsman found the landlord's offer of…
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