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 110 published decisions.
Livewest Homes Limited's maladministration rate (52%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202344536 Housing association
The Ombudsman found reasonable redress in the landlord's response to complaints about ASB, staff bias and discrimination, delayed repairs including damp and mould and a broken window, and the associated complaint. The…
202451733 Housing association
The Ombudsman found service failure in the landlord's handling of delays to repairs and subsequent room loss, and in its handling of the associated complaint (due to a significant delay in progressing the stage 2…
202346555 Housing association
The landlord made a reasonable offer of redress in its handling of roof repairs (offering £450 compensation), but there was maladministration in its handling of the installation of a new heating system and reports…
202310765 Housing association
The Ombudsman found reasonable redress in respect of both the handling of damage to the carpet following water ingress and the handling of the complaint. The landlord acknowledged repair delays and communication…
202531212 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of damp and mould, as delays were largely out of its control while waiting on NHBC, though communication was poor at times and…
202338791 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (outstanding more than 3 years) and of problems with her kitchen and attached outbuilding (a stage 1…
202341745 Housing association
No maladministration was found in the landlord's handling of the resident's ASB reports, which were responded to in line with policy and proactively investigated. The landlord offered reasonable redress for its…
202439621 Housing association
The Ombudsman found the landlord made an offer of reasonable redress in its handling of damp and water ingress and the associated complaint. Although there were significant delays and communication failures in the…
202514341 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about staff conduct and discrimination, as it failed to evidence its decision making when investigating the discrimination…
202504047 Housing association
The Ombudsman found maladministration in the landlord's response to an ongoing leak causing damp and mould, which had persisted since 2019. The landlord failed to assess habitability, consider temporary rehousing, and…
202511250 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's concerns about a staff member's conduct and the support provided when moving to a new property: it investigated the allegations,…
202325385 Housing association
The Ombudsman found the landlord's pre-investigation offers of redress (£50 for the delayed ASHP inspection and £300 for excess builder's waste in the garden) resolved the ASHP and garden complaints as reasonable…
202453254 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of ASB, its response to reports of poor staff conduct, or its complaint handling. The landlord applied its ASB policy…
202507494 Housing association
The Ombudsman found service failure in the landlord's response to ASB reports (due to a delay exploring an informal agreement) and in its response to support/welfare concerns (due to unclear communication), no…
202336483 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of a leak, due to considerable avoidable delays in identifying the source, making an effective repair, and…
202400450 Housing association
The Ombudsman found maladministration in the landlord's handling of reported leaks (in the property and communal area) that caused damp and mould, due to delays progressing repairs and poor communication; service…
202342113 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of ASB and concerns about estate management, including failure to follow its ASB policy, poor communication about which reports…
202430995 Housing association
The Ombudsman found maladministration in the landlord's handling of a roof leak, damp and mould and associated repairs, and in the unreasonable delays handling repairs to the kitchen cupboards and garden path (its…
202335346 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports (it took six months to open a case, a missed opportunity to intervene earlier), reasonable redress in its handling of the…
202440964 Housing association
The Ombudsman found maladministration in the landlord's handling of window replacements due to a delay of nearly 2 years and a failure to keep the resident updated on rescheduled dates, and service failure in complaint…
202507569 Housing association
The Ombudsman found service failure in the landlord's handling of ASB (it did not respond to the resident's request for a camera and failed to complete a risk assessment matrix) and in its handling of an exceptional…
202407649 Housing association
The complaint concerned the landlord's handling of the resident's reports of noise-related antisocial behaviour (ASB), plus associated complaint handling. The Ombudsman found the landlord's offers of £300 (for failing…
202427297 Housing association
There was service failure in the landlord's handling of the resident's reports of damp, mould and the associated repairs (roof, gutters, chimney and kitchen), with delays in remedial works and poor communication. There…
202417299 Housing association
The Ombudsman found maladministration in the landlord's handling of roof repairs (excessive delay, no vulnerability prioritisation and poor communication) and severe maladministration in its response to reports of damp…
202500037 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of anti-social behaviour, having not demonstrated its response to earlier reports (January–June 2024) was fair and reasonable,…
202338049 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of antisocial behaviour (ASB) and of a staff conduct complaint. It identified some administrative failings (case not converted…
202422710 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp, mould, and the associated repairs, having accepted there was an unreasonable delay in completing the repairs. It also…
202344704 Housing association
The Ombudsman found service failure in the landlord's handling of the kitchen improvement work, and maladministration in its handling of the bathroom improvement work, the damp, mould and insulation work, and the…
202326721 Housing association
The Ombudsman found the landlord's use of an alleged illegal contractor, and the legality of the contractor's actions in removing, storing and charging for vehicles, to be outside its jurisdiction. It found reasonable…
202427894 Housing association
The Ombudsman found reasonable redress in the landlord's handling of damp and mould, water ingress and bedroom ceiling repairs, and in its handling of the resident's asbestos concerns, and service failure in its…
202306630 Housing association
The complaint concerned the landlord's response to a leaseholder's query about the buildings insurance policy, after a river wall collapsed and repair costs were to be recovered via the service charge. The Ombudsman…
202318249 Housing association
The complaint concerned the landlord's response to reports of noise disturbance caused by its contractors carrying out intrusive works to a neighbouring void property on a Sunday. The Ombudsman found the landlord's…
202334333 Housing association
The Ombudsman determined it could not investigate the resident's complaint about the landlord's upkeep of a river wall and pathway, the request for 1986 repair documents, and whether the 2020 wall collapse was…
202202223 Housing association
The Ombudsman found reasonable redress by the landlord for its handling of tree maintenance concerns and complaint handling, but service failure for not responding to the resident's questions about a car cover offer.…
202321678 Housing association
The landlord acted reasonably in refusing to install an air source heat pump and offering an upgraded storage heating system, but there was service failure in its poor communication and delays responding to the…
202327070 Housing association
The Ombudsman found the landlord offered reasonable redress on all three complaint heads: its handling of the resident's reports of poor staff communication and request for a new Housing Officer; its response to…
202327497 Housing association
The resident complained about the landlord's monitoring and management of a communal car park and its complaint handling. The Ombudsman found no maladministration in the car park management, and found the landlord…
202314328 Housing association
The Ombudsman found the landlord made an offer of redress prior to investigation that resolved both the complaint about damp and mould and the associated complaint handling complaint. The landlord offered £225 during…
202317217 Housing association
The complaint concerned the landlord's handling of the resident's reports about a member of staff's conduct, after the staff member made inappropriate and unprofessional comments about the resident. The Ombudsman found…
202214073 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of inappropriate parking, as it acted reasonably by appointing a parking enforcement agency, improving markings and signage, and monitoring…
202412672 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to move, as it followed its allocations and lettings policy and went beyond its obligations by adding him to its exceptional…
202326312 Housing association
The complaint concerned the landlord's response to reports of poor staff conduct and its complaint handling. The Ombudsman found the landlord offered reasonable redress: it conducted a proportionate investigation,…
202310745 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports and of the ventilation/noisy pipes issue, but service failure in its handling of noise and vibration from the…
202328440 Housing association
The Ombudsman found maladministration in the landlord's handling of a roof leak, which took around a year to repair, and reasonable redress in respect of the landlord's complaint handling. The landlord was ordered to…
202306780 Housing association
The landlord delayed attending to the resident's report of a discoloured electrical cable to her boiler (reported 10 March 2023, replaced 20 March 2023) and failed to triage the report as an emergency, but it…
202300625 Housing association
The Ombudsman found the landlord provided reasonable redress for its handling of the resident's reports of poor communal cleaning. It acted reasonably in monitoring cleaning standards and addressing the retrospective…
202308250 Housing association
The Ombudsman determined the complaint was not within its jurisdiction. The ASB injunction matters concerned court proceedings that were settled by an undertaking approved by the court, and the personal data breach…
202320358 Housing association
The Ombudsman found no maladministration in the landlord's response to repairs at the resident's previous property or to the condition of the current property at the start of the tenancy, but found service failure in…
202343101 Housing association
There was maladministration in the landlord's handling of the resident's damp and mould reports — delayed surveyor inspection, delayed works, delayed identification of an underperforming extractor fan and delayed mould…
202322562 Housing association
The complaint concerned the landlord's handling of the resident's reports of damp and mould. The Ombudsman determined the complaint was outside its jurisdiction under paragraph 42a of the Scheme because the resident's…
202307061 Housing association
The Ombudsman found maladministration in the landlord's handling of persistent leaks into the resident's flat from the roof and upper balcony area, citing poor communication, failure to follow its repairs service offer,…
202227876 Housing association
The Ombudsman found maladministration in the landlord's handling of an exceptional management transfer request, citing administrative errors that delayed the resident's listing by around nine months and unclear,…
202229671 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a neighbour dispute about property access, noting effective communication and support already offered, and recommending payment of the £200 previously…
202216849 Housing association
The Ombudsman found service failure in the landlord's decision not to insulate the property and in its complaint handling. The landlord had investigated heat loss but only agreed to carry out roof insulation and pay…
202231126 Housing association
The Ombudsman found no maladministration in the landlord's response to a request to upgrade a functional 33-year-old bathroom, as it had assessed the bathroom, offered reasonable interim fixes, and had a plan to…
202231260 Housing association
The Ombudsman found some aspects of a new-build defects complaint outside its jurisdiction, and no maladministration in the landlord's handling of gate, front door and kitchen cupboard issues or its communication…
202214339 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB allegations made against the resident, as it acted proportionately, engaged with mental health services and police, and considered the…
202105579 Housing association
The Ombudsman found maladministration in the landlord's handling of fire damage remedial works in April 2021, for failing to give advance notice, having inadequate regard for quiet enjoyment, and allowing works outside…
202218852 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (significant delays over 17 months, missed appointments, incomplete work), service failure in its response to decant concerns (decant property…
202212273 Housing association
The Ombudsman found service failure by LiveWest Homes Limited in its handling of the resident's service charge queries, due to inconsistent and poorly explained information causing prolonged uncertainty. Service failure…
202216455 Housing association
The Ombudsman found no maladministration in the landlord's handling of the decision to decommission the resident's building (due to fire safety concerns) or in its handling of the resident's rehousing concerns. The…
202120571 Housing association
The landlord was found to have service failure for its handling of bathroom repairs, which took 6 months to resolve and left the resident without a working shower for approximately 2 weeks. The landlord's complaint…
202227289
The Ombudsman found service failure in the landlord’s handling of :. Total compensation ordered: £500.
202215615 Housing association
The landlord was found to have maladministration in its handling of antisocial behaviour from the resident's neighbour between May 2022 and October 2022, due to poor communication about what it could and could not do…
202010034 Housing association
The landlord was found to have maladministration for its handling of damp and mould repairs, taking around 3.5 years to complete works that should have been done within 90 days, with delays in investigating external…
202121410 Housing association
The Ombudsman found no maladministration by LiveWest Homes Limited in its handling of the resident's mutual exchange. The landlord followed its policy correctly; the resident did not ask about neighbour ASB before…
202221350 Housing association
The Ombudsman found maladministration in the landlord's handling of the ending of a joint tenancy, having failed to notify the resident and accepted an invalid notice, plus service failure in complaint handling,…
202219939 Housing association
The landlord was found to have maladministration for its handling of the resident's reports of bird faeces at the communal entrance. The landlord delayed over a year, missed the nesting season window to seal the…
202215464 Housing association
The Ombudsman found maladministration by LiveWest Homes Limited for giving the resident conflicting and inconsistent information about whether it was responsible for repairing and replacing her adapted oven and hob…
202209620 Housing association
The Ombudsman found that the landlord's offer of £200 compensation for delays and poor communication regarding external wall repairs constituted reasonable redress. The complaint about contractor damage was outside…
202216570 Housing association
The Ombudsman found no maladministration in the landlord's response to cleaning concerns, but found service failure in complaint handling due to delays at both stages, ordering £100 compensation. The landlord's £100…
202206130 Housing association
The landlord was found to have service failure for its response to heating and hot water issues at a vulnerable resident's property, including delays restoring hot water and poor contractor work. Service failure was…
202111179 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a neighbour's dog barking (delays, failure to follow ASB policy), maladministration in record keeping (no contemporaneous notes…
202200124 Housing association
The Ombudsman found that the landlord offered reasonable redress for its failures in responding to repairs to the resident's oil tank, including a 55-day delay replacing the tank lid and a 155-day delay repairing the…
202123970 Housing association
The Ombudsman found service failure by LiveWest Homes Limited in its response to a resident's ongoing concerns about the standard of cleaning and communal grounds maintenance. The landlord was inconsistent between…
202117485 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of a potential offer of accommodation. The landlord initially failed to clearly explain its verification process to the resident, but…
202014223 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's antisocial behaviour reports. The landlord took a multi-agency approach, balanced the resident's accounts against other reports,…
202203429 Housing association
The Ombudsman found that the landlord offered reasonable redress to the resident following a ceiling collapse that caused significant damage to her property. The landlord acted appropriately by inspecting promptly,…
202112164 Housing association
The Ombudsman found maladministration by LiveWest Homes Limited for its handling of reports of defects in the property (delays in pursuing the developer for fence, electrical and front door repairs) and for its handling…
202106206 Housing association
The Ombudsman found that the landlord's offer of redress (totalling £650 compensation, a redecoration, and goodwill repairs) resolved the complaint about repairs delays satisfactorily. There was no maladministration in…
202015987 Housing association
The Ombudsman found reasonable redress by the landlord regarding its handling of ASB (noise nuisance) reports and its associated complaint handling. The landlord acknowledged service failures including delays, premature…
202202129 Housing association
The Ombudsman determined this complaint was outside its jurisdiction because the resident referred it more than 12 months after exhausting the landlord's complaints procedure (almost 18 months), and the reasons given…
202123960 Housing association
The Ombudsman found no maladministration in the landlord's handling of a resident's complaint about cigarette smoke entering her home from a neighbouring property via the communal area. The landlord took reasonable…
202111633 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports and management transfer request. The landlord appropriately investigated, signposted to the police, and explained why it…
202100646 Housing association
The Ombudsman found service failure by LiveWest Homes Limited regarding its decision to recharge the resident for repair works after the tenancy ended. Some charges did not properly account for fair wear and tear, and…
202016803 Housing association
The Ombudsman found no maladministration by LiveWest Homes in its handling of the resident's reports of anti-social behaviour, including homophobic abuse and harassment. The landlord followed its ASB policy, worked with…
202113388 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's queries about right of access to a communal pathway. The landlord took reasonable steps including installing a digi-lock and…
202102292 Housing association
The Ombudsman found that the landlord's offer of redress (apology, £300 compensation, staff changes and improved letter-approval process) satisfactorily resolved the complaint about staff conduct. There was no…
202113187 Housing association
The Ombudsman found no maladministration by LiveWest Homes Limited in its handling of a joint meeting with the resident and police. The landlord informed the resident beforehand that police would attend, checked she was…
202015208 Housing association
The landlord offered reasonable redress for delays in completing repairs (identified in 2016, mostly completed by 2018) and for its handling of the resident's transfer request, but there was service failure in its…
202106088 Housing association
The Ombudsman found no maladministration in the landlord's handling of electric works, as there was no evidence of unrepaired reported issues. However, the landlord's complaints handling was delayed, confusing, and…
202104369 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's ASB reports. While the landlord took reasonable investigative steps and worked with other agencies, it failed to create an action plan…
202001044 Housing association
The Ombudsman found no maladministration in the landlord's handling of damp reports and asbestos concerns, but found service failure in its handling of insulation works (unreasonable delay, failure to prevent fibreglass…
202016064 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident did not bring the issue about the property's bedroom classification to the landlord as a formal complaint within a reasonable…
202009742 Housing association
The Ombudsman determined that the complaint about the level of service charges is outside its jurisdiction under paragraph 39(g) of the Scheme, as it concerns the level of service charges or their increase. The landlord…
202007797 Housing association
The Ombudsman found reasonable redress for the landlord's handling of defects (offer to buy back the share, cover costs and pay £850 goodwill), no maladministration for energy costs or staff conduct, and service failure…
202015383 Housing association
The Ombudsman found no maladministration by LiveWest Homes Limited in its response to a resident's reports of noise, vibration and damp from a neighbouring property. The landlord took reasonable and proportionate steps…
202012144 Housing association
The Ombudsman found that the landlord offered reasonable redress for its response to the resident's reports of rats and squirrels in her loft. The landlord arranged specialist pest control and drainage contractors and…
202100634 Housing association
The landlord agreed to pay £600 compensation following Ombudsman intervention, resolving the resident's complaint about the handling of their request to install security lighting in the garden. The Ombudsman found this…
202004014 Housing association
The Ombudsman found no maladministration in the landlord's handling of parking management concerns, as it took reasonable steps including liaising with the parking contractor and pub owners. However, there was service…
202006136 Housing association
The Ombudsman found service failure by LiveWest Homes Limited regarding its response to the resident's concerns about the implementation and extension of a single point of contact arrangement. While the decision to…
202006530 Housing association
The Ombudsman found that the landlord offered reasonable redress for failing to meet its letting standards at the tenancy start date, having apologised and offered £250 compensation. No maladministration was found…
202002475 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request to purchase her property under a voluntary purchase scheme, as the scheme could be withdrawn at any time and the landlord was…
202010159 Housing association
The Ombudsman found maladministration by LiveWest Homes in its handling of a resident's request to install a wood burning stove. The landlord's misleading alteration form and covering letter gave the resident a…
202010096 Housing association
The Ombudsman found service failure in the landlord's administration of the rent account (delays in addressing a £13,545.94 overpayment), handling of staircasing requests (incorrect information given on three…
202011688 Housing association
The Ombudsman found no maladministration by LiveWest Homes Limited in its decision to recharge the resident for the cost of a replacement back door, after the resident installed a cat flap without written permission,…
202011478 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request for compensation for personal belongings damaged by a leak caused by the landlord's contractor. The landlord did not properly…
201912691 Housing association
The Ombudsman found no maladministration by LiveWest Homes in its response to the resident's complaint about service charges. The landlord communicated reasonably, arranged a meeting, provided explanations, and offered…
202001701 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports about the current kitchen condition. The landlord inspected the kitchen promptly, reached a reasonable conclusion that it was…
202004865 Housing association
The Ombudsman determined that the complaint about the landlord's response to reports of mould was outside its jurisdiction because it was brought more than 12 months after the landlord's final response, in line with…
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