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 30 published decisions.
Livv Housing Group's maladministration rate (53%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202504367 Housing association
The Ombudsman found maladministration in how the landlord dealt with reports about faults with external doors (delays completing repairs after a survey, and incorrect information about its repair responsibilities during…
202410415 Housing association
The Ombudsman found service failure in the landlord's handling of repairs due to significant delays (6 of 8 repairs completed between 77 and 149 days, over committed timescales), poor appointment management, failure to…
202504238 Housing association
There was no maladministration in the landlord's response to the resident's request for compensation following a leak from her boiler. The landlord attended the same day, made the leak safe, provided temporary heaters,…
202413037 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's concerns about an incorrectly fitted boiler flue, as it responded promptly, conducted a thorough investigation confirming no CO2 risk,…
202440980 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a reported rat infestation and associated repairs (including bathroom works), as the landlord acknowledged its failures and delays, apologised,…
202315932 Housing association
The resident complained about the landlord's handling of a 20-minute pre-appointment contact arrangement for repairs and about who attends repair appointments. The Ombudsman found no maladministration on both heads: the…
202502090 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about mobility scooter storage and her request for reasonable adjustments, because after she sought help from the local…
202328127 Housing association
The Ombudsman found maladministration in the landlord's decision to issue a formal written warning to the resident for alleged antisocial behaviour, because it failed to follow its ASB policy and procedure by not…
202410272 Housing association
The complaint concerned the landlord's response to the resident's August 2023 report of damp. The Ombudsman found no maladministration: the landlord inspected promptly (within its Damp Treatment Framework timescales),…
202322800 Housing association
The landlord failed to follow an agreed reasonable adjustment by not calling the resident before staff and a surveyor attended his property. The Ombudsman found the landlord's apology, its £300 compensation offer, and…
202326714 Housing association
The Ombudsman found that the landlord had acknowledged service failings in the delays to subsidence remedial works from October 2022 and in its poor communication with the resident, and that its offer of £1,000…
202319307 Housing association
The Ombudsman found reasonable redress in the landlord's handling of communal garden maintenance: the contractor's service fell below the expected level, but the landlord apologised, investigated, took action (including…
202414782 Housing association
Livv Housing Group was found to have maladministration in its handling of outstanding repairs, and service failure in its handling of the condition of the property at the start of the tenancy, pest infestation, staff…
202402811 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's requests for repairs to doors and windows (including poor repair records and unclear/outstanding works) and in its handling of the related…
202121943 Housing association
The Ombudsman found maladministration by Livv Housing Group for its handling of a rat infestation at the resident's previous property, including failing to assess the impact on the vulnerable resident, failing to…
202216910 Housing association
The landlord was found to have maladministration for its handling of repairs, taking almost 10 months to complete work due to failures in ordering, scheduling, and communication. However, the landlord's handling of the…
202204806 Housing association
The Ombudsman found no maladministration in the landlord's decision not to investigate a 2019 carpet damage claim, but found maladministration in its handling of the resident's pest infestation (slow, ineffective…
202102519 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports about the condition of her garden, due to unreasonable delays, poor communication, and failure to evidence actions taken.…
202103424 Housing association
The Ombudsman found severe maladministration for the landlord's failure to investigate and resolve a water ingress and damp issue over four years, and for poor record keeping. Maladministration was also found for…
202113921 Housing association
The landlord was found to have maladministration for its handling of the resident's reports about the condition of her communal garden, its response to drainage repairs, its communication, and its record keeping and…
202207745 Housing association
The Ombudsman found maladministration by Livv Housing Group for its handling of repeated bathroom tiling repairs, where tiles kept falling off due to an underlying uneven wall that was not properly diagnosed, causing…
202125700 Housing association
The landlord was found to have a service failure for not offering compensation for poor communication and contractor service when responding to a roof leak report. However, its handling of the associated repairs (taking…
202002814 Housing association
The Ombudsman found no maladministration by Livv Housing Group in its handling of the resident's reports of anti-social behaviour (noise, sub-letting concerns, CCTV use, and rehousing). The landlord had taken reasonable…
202105660 Housing association
The landlord failed to communicate effectively with the resident about pigeons nesting in solar panels over several months, but provided reasonable redress by apologising, offering £100 compensation, arranging…
202125462 Housing association
The Ombudsman found that the landlord made an offer of reasonable redress prior to investigation which resolved the complaint satisfactorily. The landlord had misplaced the leaseholder's initial damp and mould report…
202113384 Housing association
Maladministration for response to rat infestation (unresolved over 3 years, failed HHSRS monitoring and sealing works). No maladministration for flagstones request (reasonable consideration given). Maladministration for…
202113520 Housing association
The landlord was found to have maladministration in its handling of the resident's reports of repairs to the kitchen. It failed to communicate delays, did not repair damaged cupboard doors, did not respond to the…
202105994 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of smoke pollution from neighbours and resulting repairs, nor in its handling of a mutual exchange application. The landlord…
202001516 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of anti-social behaviour, its handling of a communal door repair, or its decision not to inform the resident about a change to its lettings…
202010618 Housing association
The Ombudsman found that the landlord made reasonable redress after the resident complained about damage caused by electrical rewiring works. The landlord investigated promptly, offered enhanced decoration vouchers, and…
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