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 128 published decisions.
Midland Heart Limited's maladministration rate (53%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202408923 Housing association
The resident asked for further information about his 2024–25 service charges, covering asset provision, communal electricity, emergency lighting and the ranger service. The Ombudsman found service failure: the landlord…
202424463 Housing association
Maladministration was found in the landlord's response to the resident's request for a kitchen and bathroom replacement, as it failed to identify the need for replacement earlier, communicated poorly causing delays, and…
202523607 Housing association
The Ombudsman found service failure in the landlord's handling of repairs, damp and mould (taking over 16 months to complete works), and maladministration in its handling of a pest infestation for failing to investigate…
202402793 Housing association
The Ombudsman found no maladministration in the landlord's handling of repairs to the resident's chimney or in its handling of the compensation request for damage to her car, which was appropriately signposted to her…
202524956 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of anti-social behaviour (noise nuisance) or the closure of her ASB case, nor in its handling of the associated complaint.…
202327137 Housing association
The Ombudsman found maladministration in the landlord's responses to a leak, follow-on repairs and staff conduct — it delayed moving the household to temporary accommodation, communicated poorly, failed to investigate…
202428211 Housing association
The landlord's handling of reported leaks and repairs was poor with avoidable delays, poor communication and inaccurate records, but it acknowledged its service failures and offered £2,500 compensation plus full…
202453501 Housing association
The landlord made offers of redress that appropriately resolved the resident's reports of bin store door repairs and excessive waste and his CCTV information request (reasonable redress). However, there was…
202438645 Housing association
The landlord offered reasonable redress for its handling of the incorrect address on the resident's tenancy agreement and for outstanding repairs, having identified failings and offered £170 compensation; there was no…
202340412 Housing association
The Ombudsman found the landlord made a reasonable offer of redress resolving the complaint about repairs to the heating and hot water system and its complaint handling. Although repairs were delayed and complaint…
202233469 Housing association
The landlord offered reasonable redress for both its handling of the resident's reports of noise nuisance from a neighbouring flat's flooring and its handling of the resident's complaint. It accepted delays, poor…
202431475 Housing association
The Ombudsman found reasonable redress in the landlord's handling of both the leak from the property above and the damp and mould, as the landlord acknowledged failings and offered proportionate compensation. However,…
202338232 Housing association
The landlord failed to follow its own policies and obligations in managing damp and mould, repairs and record keeping, causing prolonged delays (297 days for major works and 121 days for a light repair), inadequate…
202334895 Housing association
The resident complained about the level of compensation offered for the landlord's handling of a leak and damp and mould. The Ombudsman found the complaint outside its jurisdiction because the resident had raised the…
202423017 Housing association
Maladministration in the landlord's handling of ASB reports: it failed to investigate its handling, issue a timely warning to the neighbour, and complete/review risk assessments per its ASB policy. Ordered to apologise,…
202420380 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to change a new bedroom window to a different style, as the window met current building regulations, the landlord had no…
202322841 Housing association
The landlord offered reasonable redress for its response to ASB from the resident's neighbour and its handling of the formal complaint. The landlord acknowledged failing to disclose the neighbour's ASB before the…
202502748 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, and service failure in its handling of the complaint. Orders were made for an apology, compensation and specific actions to…
202430243 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's safeguarding and support needs relating to ASB, as it acted in accordance with its policies and reasonably moved the resident to an…
202402307 Housing association
The Ombudsman found no maladministration in the landlord's handling of a reported gas leak, which it attended and repaired the same day and for which it made a £240 goodwill payment for increased energy costs. It found…
202311065 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of pests in the property, citing poor record keeping, delays in investigating the source and a failure to keep the resident updated, and…
202440384 Housing association
The resident complained about the landlord's handling of damp and mould, a pest infestation, the property's void condition, outstanding repairs (leak, flooring, ceiling), poor heat retention and high energy bills,…
202316809 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (including the roof and accessway), pest control, and damp and mould, and maladministration in its complaint handling. The landlord was ordered…
202441493 Housing association
The Ombudsman found maladministration in the landlord's handling of bathroom repairs and associated damp and mould (delays raising/completing follow-on works, failure to investigate reported damaged furniture, and poor…
202329261 Housing association
The Ombudsman found maladministration in the landlord's response to reports of a sewage smell (delays, poor record-keeping and no redress offered) and service failure for black sludge from the taps, ordering…
202307595 Housing association
The complaint concerned the landlord's response to the resident's reports of anti-social behaviour (noise nuisance from a neighbouring tenant). The landlord acknowledged significant delays, including in installing noise…
202427156 Housing association
The Ombudsman found reasonable redress in the landlord's handling of repairs to the resident's property, based on the landlord paying the £1705 compensation it offered. There was no maladministration in the landlord's…
202412035 Housing association
The Ombudsman found maladministration in the landlord's handling of reports about staff conduct and its handling of a decant to temporary accommodation, and service failure in its handling of reports about a neighbour's…
202327494 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of a reported leak and the associated complaint. The landlord acknowledged failures in communication, record keeping, and delays in…
202421885 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's report of damp and mould and associated repairs, and in its handling of window repairs, as promised works were not completed and…
202321623 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of ASB and harassment from his neighbour, including the level of information given at the property viewing in late-2021 and its…
202435994 Housing association
The landlord was found to have maladministration in handling the resident's concerns about the property's condition on move-in, including damp and mould, and service failure in handling the complaint. It failed to…
202319576 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour (ASB). It acted in line with its ASB policy, took robust action against the neighbour leading to them…
202326283 Housing association
The complaint concerned changes to the landlord's allocations policy, its handling of a rehousing application, and its complaints handling. The allocations policy complaint was outside jurisdiction as it was not brought…
202327679 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about the condition of her kitchen: it responded promptly, explained repair responsibilities clearly, reasonably declined to…
202231913 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of water ingress and subsequent repairs, and service failure in its handling of the associated complaint. The landlord took too…
202226163 Housing association
The Ombudsman found maladministration in the landlord's handling of extensive void repair failures and an 8-month delay resolving a silverfish infestation, plus repeated failures to properly escalate the resident's…
202303515 Housing association
The Ombudsman found maladministration in the landlord's handling of the replacement kitchen works (excessive delay, poor communication and lack of updates) and in its handling of the associated complaint (late…
202315369 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of repairs to the property (failing to complete some works before letting to void standard and delays beyond its 28-day target) and for its…
202326767 Housing association
The landlord was found to have made reasonable redress for delays in removing the resident's phone number from its systems (including not notifying its contractors) and for its handling of the associated complaint. The…
202307288 Housing association
The resident complained that the landlord had been charging her service charges she had not agreed to, dating back to 2011, and asked for these to be removed and refunded. The Ombudsman determined the complaint is…
202315335 Housing association
The Ombudsman found the complaint about the level of the service charge was outside its jurisdiction, and there was no maladministration in the landlord's handling of notice of resident meetings or of the sinking fund.…
202311497 Housing association
The Ombudsman found maladministration in the landlord's handling of reports about drainage issues and subsequent repairs. The landlord attended individual blockages within its repair timescales but delayed investigating…
202409630 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp and mould and in its response to the reported disposal of her personal belongings. It found the landlord's…
202301132 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour, and found the landlord's £2000 compensation offer provided reasonable redress that satisfactorily…
202312335 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of staff conduct, as the landlord appropriately investigated the contractor's conduct and shared its findings. However, it…
202400462 Housing association
The Ombudsman found reasonable redress in how the landlord handled the resident's reports of damp and mould. It identified unreasonable delays in inspecting the property, completing mould treatments and raising…
202226996 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports, staff conduct concerns, and complaint handling, but no maladministration regarding a transfer request, ordering £650 additional…
202225075 Housing association
The Ombudsman found maladministration in the landlord's handling of heating and hot water repairs, including a nearly two-week loss of hot water in winter without temporary heating provided. The landlord's compensation…
202327318 Housing association
The Ombudsman found maladministration in the landlord's handling of reports about repairs (delays completing damp and mould, bathroom and heater repairs, and inadequate oversight), and reasonable redress in its handling…
202310188 Housing association
The Ombudsman found no maladministration in the landlord's handling of concerns about the safety of the hot water tank and the request for new white goods. It found the landlord offered reasonable redress in relation to…
202225725 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's shared ownership property sale due to miscommunication and delays over a title plan error, and service failure in its complaint…
202403828 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise nuisance, as it used its ASB policy to manage what was household noise, failed to follow its ASB policy on risk…
202327859 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's antisocial behaviour reports (including failing to risk-assess and investigate a reported assault, delays inspecting loft hatches and…
202338142 Housing association
The Ombudsman found service failure in the landlord's handling of reports of leaks, damp and mould. It took 161 working days to complete the identified works, far exceeding the landlord's 90-day policy timescale, and…
202307009 Housing association
The Ombudsman found no maladministration in the landlord's delay registering the property with the land registry or in its handling of a dispute over the shared pathway, but found service failure in its complaint…
202323972 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of ASB and noise nuisance, leaks into the property, and concerns about staff conduct, and service failure in its handling of the related…
202226563 Housing association
The Ombudsman found the landlord's stage 1 offer of redress adequately resolved the resident's complaint about repairs to CCTV covering the carpark and the related service charges.
202226268 Housing association
The Ombudsman found the landlord's offer of redress for how it managed a complaint about new build defects satisfactorily resolved the complaint, making only recommendations rather than orders.
202010407 Housing association
The Ombudsman found reasonable redress for the landlord's handling of window installation, communal light installation, gate repair, and complaint handling; no maladministration for skylight, front door, and gas…
202300818 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of antisocial behaviour caused by a neighbour, and service failure in its response to allegations about a member of staff's…
202225305 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about dust particles in the property (delays, failure to prioritise repairs appropriately and to be proactive when told the…
202221858 Housing association
The Ombudsman found maladministration in the landlord's handling of reports about a poorly maintained shared garden affecting a child with vulnerabilities, and maladministration in its complaint handling, including…
202121105 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's requests about communal cleaning products, notification of communal works, and pest control measures, as the landlord gave reasonable…
202220906 Housing association
The Ombudsman determined the complaint about damp and mould handling was outside its jurisdiction because the resident had brought a legal claim against the landlord covering the same matters.
202223563 Housing association
The Ombudsman found the landlord's offer of £840 compensation for its response to a leak and to belongings moved during a hotel decant amounted to reasonable redress, and found no maladministration regarding damage to…
202214454 Housing association
The Ombudsman found maladministration in the landlord's decision to end the resident's licence by serving a notice to quit due to rent arrears while it owed the resident compensation that would have cleared the arrears,…
202218273 Housing association
The Ombudsman found reasonable redress for the landlord's handling of weed reports and complaint handling (apologies and proportionate compensation offered). Service failures were found for the landlord's failure to…
202212784 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for a transfer. The landlord correctly applied its allocations policy, directing the resident to use the bidding process for…
202121358 Housing association
The Ombudsman found maladministration in the landlord's handling of a shared owner's reports of defects in a new build property. The landlord failed to respond for over a year, gave inaccurate complaint responses, and…
202228118 Housing association
The Ombudsman found service failure in the landlord's handling of ASB and noise nuisance reports, citing a slow initial response to a racially aggravated incident and a 5-month communication failure, and found…
202219803 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports or in its response to concerns about the housing officer's conduct. However, the landlord failed to log a complaint for over 3 months…
202212883 Housing association
The Ombudsman found maladministration in the landlord's handling of shower replacement works and complaint handling, and service failure in its handling of graffiti/signage removal and the resident's gate request. The…
202214585 Housing association
The Ombudsman found service failure in the redress offered by Midland Heart after it incorrectly charged service charges to a shared-ownership leaseholder's property from the start of the lease. The landlord refunded…
202224636 Housing association
The Ombudsman found no maladministration in the landlord's handling of decoration works.
202216507 Housing association
The Ombudsman found no maladministration in the landlord's handling of direct offers of accommodation to a vulnerable resident, as it made two offers beyond its policy obligations. However, the landlord's complaint…
202125636 Housing association
The Ombudsman found maladministration for the landlord's handling of heating reports, as the storage heaters were never fully commissioned when installed in 2017, leaving the vulnerable resident without economical…
202114092 Housing association
The Ombudsman found no maladministration in the landlord's decision not to buy back the resident's shared-ownership property (no contractual obligation existed), but found maladministration in the support provided to…
202209417 Housing association
The Ombudsman found that the landlord offered reasonable redress (£440 compensation, apology, and changes to its tenancy agreement) for its handling of the resident's noise nuisance reports about laminate flooring in…
202205442 Housing association
The Ombudsman found no maladministration by the landlord in its decision not to renew the resident's garden fence, as the tenancy agreement placed responsibility for fence maintenance on the resident. The landlord…
202120766 Housing association
The Ombudsman found no maladministration regarding the resident's husband being added to the joint tenancy, as the resident signed the agreement and the landlord acted reasonably. Regarding complaint handling, the…
202111694 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress (£1,154 compensation, apology, replacement of internal doors, and action to complete outstanding repairs) which resolved the complaint about…
202204167 Housing association
The Ombudsman found no maladministration by Midland Heart Limited in its handling of a resident's reports of drug- and tobacco-related antisocial behaviour. The landlord carried out multiple investigations, arranged…
202202815 Housing association
The Ombudsman found reasonable redress by the landlord in respect of both its handling of noise nuisance reports and its handling of the associated complaint. The landlord initially failed to offer suitable…
202209468 Housing association
The landlord offered reasonable redress for its handling of repairs after an overflow pipe leak, including compensation for delays, inconvenience, poor communication, and damage to the resident's carpet and TV stand.…
202128494 Housing association
The Ombudsman found no maladministration in the landlord's handling of a bed bug infestation or its response to the resident's compensation request. The landlord acted outside its obligations by arranging multiple pest…
202127586 Housing association
The landlord made reasonable redress for its handling of window repairs, where initial work was substandard and communication was poor, by apologising, completing further repairs, and offering £100 compensation. There…
202113043 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's rehousing request, as it followed OT advice, increased medical priority, and made a direct offer. However, the landlord's complaints…
202200019 Housing association
The Ombudsman found reasonable redress for the landlord's service failure in handling repairs (delays to clearing glue residue and a hanging wire, missed appointments, poor communication) as the landlord offered £105…
202015312 Housing association
The Ombudsman found no maladministration by Midland Heart Limited in its handling of boiler repairs between May 2020 and May 2022. The landlord attended repairs within its published timescales, and delays were partly…
202121035 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of a flea infestation and door gaps. The landlord responded in a timely manner, arranged pest treatment beyond its normal obligations, and…
202110765 Housing association
The landlord delayed completing kitchen repairs for approximately four years. It eventually replaced the kitchen and offered £724 compensation. The Ombudsman determined that this offer of redress resolved the complaint,…
202108007 Housing association
The Ombudsman found no maladministration by Midland Heart Limited regarding its response to the resident's reports of disrepair (rodent infestation, blocked drain, kitchen/bathroom lighting) and request for a property…
202112571 Housing association
The Ombudsman found that the landlord's administration of the resident's rent account and decision to direct housing benefit to itself was reasonable, and its offer of £140 for complaint handling delays resolved that…
202013354 Housing association
The Ombudsman found that the landlord offered reasonable redress to the resident for its acknowledged delays and failures to repair a water heater, which left the resident without hot water from February 2017 to January…
202126107 Housing association
The Ombudsman found that the landlord offered reasonable redress for both its handling of communal grounds maintenance concerns and its complaint handling. The landlord's contractors missed visits in August 2021 due to…
202003795 Housing association
The Ombudsman found no maladministration regarding the landlord's response to staff conduct concerns, but found service failure for the landlord's handling of a bathroom leak (treated as non-urgent when it should have…
202006097 Housing association
The Ombudsman determined that the landlord made a reasonable offer of redress prior to investigation, resolving the complaint satisfactorily. The landlord acknowledged its service failures in handling the resident's…
202011008 Housing association
The Ombudsman found reasonable redress for the landlord's handling of ASB reports (acknowledged missed case reviews and contact, offered proportionate compensation) and for complaints handling delays. Service failure…
202015754 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of anti-social behaviour in 2020. The landlord incorrectly categorised the ASB, gave misleading advice about needing police…
202011784 Housing association
The landlord made a manual input error recording the resident as a joint tenant with his brother when he was a sole tenant, and issued a Notice Seeking Possession in both names. The Ombudsman found service failure…
202017042 Housing association
The Ombudsman found that the landlord's handling of the resident's faulty water pump reports and replacement, staff conduct, and complaint handling all constituted service failures, but the landlord offered reasonable…
201915568 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the dispute concerned whether the landlord had complied with an out of court settlement for disrepair, which is a matter for the courts to…
202103806 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress prior to investigation, resolving the complaint satisfactorily. The landlord took appropriate steps to investigate noise transference reports,…
202002627 Housing association
Maladministration for letting supported accommodation in poor condition with missing essential items and slow repairs. Service failure for delayed complaint handling and inadequate redress. Landlord ordered to pay…
202100495 Housing association
The Ombudsman found no maladministration by Midland Heart Limited in its response to the resident's report that his electrical storage heater was causing high heating costs. The landlord made reasonable efforts to…
202107053 Housing association
The Ombudsman found service failure in the landlord's handling of a resident's Voluntary Right to Buy application. While it was reasonable to cancel the application due to rent arrears, the landlord failed to clearly…
202011922 Housing association
The Ombudsman determined that the complaint about the level and standard of service charges (grounds maintenance, staff phone costs, emergency lighting) was outside its jurisdiction, as these matters are more…
202012874 Housing association
The Ombudsman found service failure by Midland Heart Limited for disposing of the resident's belongings without proper communication and for delaying the home loss payment by almost 12 months without engaging with the…
202010414 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's concerns about her emergency property transfer following a threat-to-life warning. The landlord acted reasonably in relocating…
202101516 Housing association
The Ombudsman found no maladministration by the landlord regarding its decision to decline the resident's request to purchase her property under the Right to Buy scheme. The landlord correctly applied the eligibility…
202013704 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to a communal security light, due to unclear communication about sourcing parts for a permanent solution, and service failure in its complaint…
201816955 Housing association
The Ombudsman found no maladministration by Midland Heart Limited in its response to the resident's concerns about the refusal of her Voluntary Right to Buy application. The resident did not meet the 12-month residency…
202013847 Housing association
The Ombudsman found service failure by Midland Heart Limited regarding its response to the resident's reports about property condition at the tenancy start date and subsequent repair issues. The landlord delayed…
202101408 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident brought it more than 12 months after the landlord's final complaint response, and the reason given (seeking help from another…
202008032 Housing association
The Ombudsman found service failure by Midland Heart in its handling of a resident's reports of noise nuisance from a neighbour, and service failure in its handling of the associated formal complaint. The landlord…
202003239 Housing association
The Ombudsman found service failure by Midland Heart Limited for delays in responding to the resident's concerns about exposed wiring and debris left after a garage demolition, and for delays and missed appointments in…
202002033 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to amend his address, as it explored all options and acted reasonably. However, there was service failure in the landlord's…
202013436 Housing association
The landlord agreed to pay £166 compensation following Ombudsman intervention to resolve a complaint about its response to a leak from a neighbouring property, which the Ombudsman considered satisfactory redress.
201916194 Housing association
The Ombudsman found service failure in the landlord's response to ASB reports due to an unreasonable delay in responding to the resident's initial reports, with no apology or learning identified. However, no…
202000360 Housing association
The Ombudsman found service failure by Midland Heart regarding the level of compensation offered to a resident after a cockroach infestation. While the landlord's initial £70 offer was reasonable for early delays, it…
201916075 Housing association
The Ombudsman found service failure by Midland Heart Limited for its handling of a resident's complaint about brick dust left after fire alarm work in a communal area. The landlord took 10 months to resolve the issue,…
202007704 Housing association
The landlord failed to adjust the resident's Direct Debit following a rent increase in October 2019, which reduced the credit on the rent account. The Ombudsman found the landlord offered reasonable redress by…
202005414 Housing association
The Ombudsman found maladministration for the landlord's failure to complete roof and bathroom repairs in a reasonable timeframe (over a year), but found the landlord offered reasonable redress regarding the resident's…
202003561 Housing association
The landlord was found to have service failure for taking too long to identify and fix the root cause of a hot water supply issue, leaving the resident without reliable hot water for 96 days. The Ombudsman ordered £388…
202006003 Housing association
The landlord's handling of a leak at the resident's property was resolved through mediation, with the landlord agreeing to pay £314.50 compensation, which the resident accepted.
202002902 Housing association
The Ombudsman found that the landlord's offer of £92 compensation (£50 for boiler repair delays and £42 for a delayed leak repair) constituted reasonable redress, resolving that part of the complaint. No…
201913078 Housing association
The Ombudsman found no maladministration by Midland Heart Limited in its handling of a resident's reports of a lack of hot water. The landlord attended within a reasonable time, carried out inspections, replaced…
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