Landlord
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 64 published decisions.
Longhurst Group Limited's maladministration rate (80%) is higher than the average for comparable landlords (67%) across published Ombudsman determinations.
202230894 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs later included in a disrepair claim (including damp, mould and asbestos disclosure failures), its handling of stop tap and toilet reports, and…
202313632 Housing association
The Ombudsman found service failure in the landlord's handling of communal repairs and of the resident's associated complaint, and maladministration in its handling of communal cleaning. The landlord was ordered to…
202312373 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of overgrown weeds in his garden and of bedroom radiators not producing enough heat, and maladministration in its complaint…
202347088 Housing association
The Ombudsman found severe maladministration in the landlord's response to the resident's reports of damp, mould and the repair of her kitchen cupboards, due to protracted delays in completing repairs, poor record…
202216088 Housing association
The landlord was found to have maladministration for its handling of repairs (over two-year delay, failure to categorise an insecure window as emergency, poor contractor management), its handling of a tree felling…
202308524 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of leaks from both toilets (failure to adhere to repair timescales and to keep adequate records) and in its handling of the resident's…
202304372 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's kitchen floor, due to a significant delay (around 184 calendar days against a 28-day policy), repeated failed appointments,…
202335462 Housing association
The Ombudsman found severe maladministration in the landlord's handling of roof leaks and associated repairs (extensive delays, failure to treat the urgent repair with any urgency, reliance on a contractor, and two…
202232306 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a repair to the hot water system: it failed to act when put on notice in May 2022, delayed booking the repair after February…
202330082 Housing association
The Ombudsman found service failure in the landlord's handling of front door repairs, as the repair was not completed within a reasonable timeframe and communication failings added to the resident's distress. The…
202221733 Housing association
The Ombudsman found maladministration in the landlord's handling of interior, window frame and electrical repairs, and severe maladministration in its handling of bath and accessibility adaptations, leaving a resident…
202315493 Housing association
The complaint concerned the landlord's response to the resident about capping of the gas supply, faulty extractor fans, low toilet pressure and a broken external light. The Ombudsman determined the complaints were not…
202303652 Housing association
The Ombudsman found severe maladministration in the landlord's response to reports of an outstanding repair to a shower chair and associated works, which took around 7 months to complete and left a disabled resident…
202319059 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould and associated repairs at the resident's property, and maladministration in its complaint handling. It ordered a total of…
202227504 Housing association
The Ombudsman found service failure in the landlord's handling of concerns about the resident's air source heat pump, ordering £100 compensation and an apology, and found reasonable redress in its complaint handling.
202233419 Housing association
The landlord was found to have caused extensive, avoidable delays in addressing reported defects and a broken front door (an avoidable delay of 18 months), compounded by poor communication with the resident. It also…
202230008 Housing association
The Ombudsman found maladministration in the landlord's handling of kitchen repairs, its response to damp and mould, and its complaint handling, ordering an apology and an additional £950 compensation.
202224549 Housing association
The Ombudsman found maladministration in the landlord's handling of a disabled resident's request for an allocated parking space, and service failure in its complaint handling, ordering £450 compensation and a new…
202200148 Housing association
The Ombudsman found maladministration in the landlord's handling of damp, mould and leak repairs, and maladministration in its complaint handling. The landlord failed to complete repairs in a timely manner, keep…
202303682 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the standard of grounds maintenance at his block. While the works to bring the grounds up to standard were reasonable,…
202302371 Housing association
The complaint concerned the landlord's handling of the resident's request for permission to install a driveway. The Ombudsman found no maladministration: the landlord appropriately followed its processes, relied on…
202222659 Housing association
Severe maladministration was found in the landlord's handling of repairs, where a rotten kitchen floor reported in June 2020 remained unsafe for over a year (with a child falling through it), and numerous other repairs…
202226519 Housing association
The Ombudsman found severe maladministration in the landlord's handling of leaks and associated damp and mould, and service failure in its complaint handling, ordering an additional £1,050 compensation on top of the…
202227002 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a toilet leak, various repairs, and its complaint handling, and no maladministration in its record keeping, recommending the landlord reoffer its…
202220643 Housing association
The Ombudsman found that the landlord's offer of redress (£5,079 including £1,650 compensation for impact) reasonably resolved the complaint about damp and mould works, but found service failure for taking 104 days to…
202124154 Housing association
The Ombudsman found no maladministration in the landlord's handling of outstanding repairs, as it acted promptly once notified. The telephone call complaint was outside jurisdiction. However, maladministration was found…
202112139 Housing association
The Ombudsman found maladministration in the landlord's handling of outstanding repairs (delayed electric meter repair with exposed wires) and in its response to the resident's ASB reports about her neighbour (failure…
202223518 Housing association
The Ombudsman found maladministration in the landlord's handling of replacement flooring following a leak, due to delays and poor communication, ordering £1,000 compensation (replacing the landlord's earlier £850 offer).
202209756 Housing association
The Ombudsman found maladministration by Longhurst Group Limited regarding the condition of the property at the start of the tenancy (failing to meet its lettable standard), delays in completing repairs (including front…
202121961 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's complaint about a lack of heating and hot water and carpet damage in 2021. The landlord acknowledged delays, apologised, and offered…
202103507 Housing association
The Ombudsman found no maladministration in the landlord's refusal to sell a 25% shared ownership share, as the decision was reasonable based on financial targets and Homes England guidance. The landlord acknowledged…
202125338 Housing association
The landlord was found to have maladministration for taking over two years to replace a leaking back door, including fitting an incorrect door and poor communication throughout. Maladministration was also found for an…
202207920 Housing association
The Ombudsman found that the landlord's offer of redress (deep clean, completed repairs, and £500 compensation) reasonably resolved the resident's complaints about communal cleaning, garden maintenance, and repairs.…
202222192 Housing association
A repair to a resident's dripping bath taps and shower, which was worsening his mental health, took over 5 months and 8 appointments to resolve, with missed appointments and a failure to send a promised surveyor to…
202215002 Housing association
The landlord was found to have service failure for its handling of repairs to communal car park lighting. It delayed raising work orders, failed to provide temporary lighting despite safety concerns, and communicated…
202123260 Housing association
Maladministration for ASB handling (no new case opened for 2021 reports) and complaint handling (delays, incomplete response). Service failure for damp and mould (no follow-up on extractor fan effectiveness). No…
202118895 Housing association
The Ombudsman found maladministration by Longhurst Group for failing to carry out proper void inspections and record-keeping before the resident moved in, leaving the property in poor repair. The landlord took an…
202116910 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of pests in the loft and walls. While the landlord took many actions and there was no evidence of heavy infestation or pests…
202214060 Housing association
The Ombudsman found the resident's ASB reports were outside jurisdiction as the complaints procedure had not been exhausted. However, there was maladministration in the landlord's handling of the resident's rehousing…
202203392 Housing association
The Ombudsman found maladministration for the landlord's year-long delay in resolving garden drainage issues, which significantly impacted the resident and her disabled son. The complaint about a replacement radiator…
202121508 Housing association
The landlord was found to have maladministration for taking six months to repair a leaking hot water cylinder, mis-categorising the repair, failing to monitor contractors, and offering inadequate compensation. A service…
202207628 Housing association
The landlord was found to have maladministration for excessive delays of approximately two years in repairing the resident's outhouse roof and one year in replacing defective bedroom windows, causing significant…
202204944 Housing association
The Ombudsman found that the landlord offered reasonable redress to the resident regarding concerns about old storage heaters causing high energy bills. The landlord acknowledged it delayed providing the EPC and…
202208049 Housing association
The Ombudsman found no maladministration by Longhurst Group Limited regarding the replacement of a communal fence outside a leaseholder's property. The landlord followed its repair obligations, the cost was below the…
202119021 Housing association
The landlord was found to have maladministration in its handling of the resident's reports of recurring mould on his wet room flooring. It took some reasonable steps but failed to see the repair through to completion,…
202122364 Housing association
The landlord was found to have maladministration for its delayed response to roof repairs and damp/mould issues, taking five months to complete roof work and four months to inspect for damp/mould, with poor…
202200741 Housing association
The Ombudsman found reasonable redress for the landlord's handling of damp and mould (initial delay but appropriate subsequent action and compensation offer), no maladministration for heating issues or the transfer…
202108534 Housing association
Severe maladministration for lengthy repair delays (rat infestation, roof, damp, wet room) over nearly two years, seriously affecting a vulnerable disabled resident. Also severe maladministration for complaint handling:…
202202236 Housing association
The landlord offered reasonable redress for delays in repairing a faulty toilet and for considering reimbursement of increased water bills. However, there was service failure in complaint handling due to a significant…
202111150 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports (for not reviewing all audio recordings or referring to Environmental Health) and maladministration in its complaint handling (for delays and…
202116735 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's windows, rear door, and outhouse roof. There were significant and unexplained delays (including a near one-year delay on the…
202108482 Housing association
The landlord was found to have service failure for significant delays in providing an Insurance-Backed Guarantee certificate promised with new window installations, and for failing to adhere to its own complaint…
202112155 Housing association
The landlord was found to have service failure for its response to the resident's reports of a pest infestation. The proofing works took over 4 months to complete with multiple missed appointments, communication…
202105677 Housing association
The Ombudsman found maladministration by Longhurst Group for its inadequate compensation offer following a leak that took 244 days to resolve, causing the resident to be decanted for 178 days, and for its complaint…
202008739 Housing association
The landlord was found to have maladministration for its response to a gas leak (failing to investigate for 15 months) and for complaint handling failures. Reasonable redress was found for boiler repair delays (the…
202015184 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident referred it more than 12 months after the landlord's final response, exceeding the time limit under paragraph 39d of the Scheme.
202108509 Housing association
The Ombudsman found service failure regarding repairs to communal areas (delayed boiler room lock replacement and entrance door repairs) and complaint handling (poor communication, delayed escalation, missed updates).…
202002782 Housing association
The Ombudsman found service failure by the landlord regarding support offered for the resident's mental health, as it failed to follow up with Adult Social Services or act on safeguarding recommendations in a timely…
202007558 Housing association
The Ombudsman found no maladministration by Longhurst Group Limited in its handling of the resident's reports of damp and mould. The landlord had investigated the reports on multiple occasions, found no evidence of damp…
201906862 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of a mice infestation and its complaint handling delays. The landlord paid for the resident's hotel decant, reimbursed pest control…
202001266 Housing association
The Ombudsman found no maladministration regarding the landlord's decision not to bring forward the planned bathroom replacement, but found service failure for the excessive nine-month delay in completing bathroom…
202002014 Housing association
The landlord disposed of the resident's belongings following her eviction due to a misunderstanding. The landlord's complaints process was inadequate (only one stage) and it did not offer any redress. The Ombudsman…
202001481 Housing association
The Ombudsman found that the landlord made an offer of reasonable redress (apology and £150 compensation) which resolved the complaint about its handling of concerns raised during the installation of a new kitchen,…
202000333 Housing association
The Ombudsman found no maladministration by Longhurst Group in its handling of a resident's reports of problems with a new boiler installation. The landlord had accepted service failings (delays, failed appointments,…
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