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 127 published decisions.
Midland Heart Limited's maladministration rate (72%) is lower than the average for housing association (79%) across published Ombudsman determinations.
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, reasonable redress, severe maladministration in the landlord’s handling of The landlord’s responses to the leak, follow on repairs, and staff conduct. We have also investigated the…
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 Ombudsman found maladministration, no maladministration, severe maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: reports of bin store door repairs and…
202438645 Housing association
The Ombudsman found reasonable redress, no maladministration, severe maladministration, maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s report of the incorrect…
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 Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of noise nuisance. Complaint. Our decision (determination) We found: The…
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 Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s management of repairs, including recurring damp and mould, vermin infestation and a damaged light fitting. We…
202334895 Housing association
The Ombudsman found mediation settlement in the landlord’s handling of the level of compensation offered in relation to the landlord’s handling of a leak and damp and mould. Our decision (determination) We have found…
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, reasonable redress, severe maladministration, service failure, maladministration in the landlord’s handling of The landlord’s handling of the resident’s: Request to have a new…
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, service failure, severe maladministration in the landlord’s handling of Our decision (determination) There has been maladministration by the landlord in its handling of the…
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
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of: A gas leak. The complaint.. Total compensation ordered: £400.
202311065
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: reports of pests in the property. reports of antisocial behaviour (ASB). associated…
202440384
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: damp and mould. a pest infestation. the void condition of the property. outstanding repairs in…
202316809
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of repairs, pest control, and damp and mould at the resident’s property. We have also considered the…
202441493
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of repairs in the bathroom and associated damp and mould.…
202329261
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB). Request for the advanced rent payment to be…
202307595
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s response to the resident’s concerns about anti-social behaviour (ASB)..
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
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s report of damp and mould and requests for associated repairs. Window repairs. The residents…
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
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of the resident’s concerns about the condition of the property when she moved in, including reports of damp…
202319576
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB)..
202326283
The Ombudsman found no maladministration, service failure in the landlord’s handling of : the landlord’s changes to its allocations policy. the landlord’s handling of a rehousing application. The landlord’s complaints…
202327679
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: concerns about the condition of her kitchen. complaint.. Total compensation ordered: £75.
202231913
The Ombudsman found maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202231913 Midland Heart Limited 29 May 2025 Our approach The Housing Ombudsman’s approach to investigating and…
202226163
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Reports of repairs and silverfish. The associated complaint..
202303515
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Works to install a replacement kitchen. The associated complaint..
202315369
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s property. The resident’s rent account. The associated complaint..
202326767
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s request for the removal of her phone number from the landlord’s system. The associated complaint.. Total…
202307288
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s response to the resident’s concerns that it had been charging her service charges, that she had not agreed to,…
202315335
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of: The increase in service and rent charges. Notice to attend meetings. The information provided by the…
202311497
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of reports about drainage issues and subsequent repairs in the resident’s property.. Total compensation…
202409630
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Handling of the resident’s reports of damp and mould. Response to the resident’s reports that it had disposed of her personal belongings.…
202301132
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The associated complaint..
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
The Ombudsman found reasonable redress in the landlord’s handling of how the landlord handled the resident’s reports of damp and mould..
202226996
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Handling of the resident’s concerns about staff…
202225075
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Heating and hot water repairs. Roof leaks affecting the resident’s property. The Ombudsman has also investigated the…
202327318
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Subject Access Request (SAR). Reports about repairs. Reports about staff conduct.. Total compensation…
202310188
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of REPORT COMPLAINT 202310188 Midland Heart Limited 14 November 2024 Our approach The Housing Ombudsman’s approach to investigating…
202225725
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s property sale. The associated complaint handling.. Total compensation ordered: £700.
202403828
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of noise nuisance. This Service has also investigated the landlord’s complaint…
202327859
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: reports of antisocial behaviour (ASB). the resident’s complaint.. Total compensation ordered: £1150.
202338142
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of: leaks, damp and mould damage to personal items impact on her health. Total compensation ordered:…
202307009
The Ombudsman found no maladministration, service failure in the landlord’s handling of : The landlord’s delay to register the property with the land registry. The landlord’s handling of a dispute over the shared…
202323972
The Ombudsman found maladministration, service failure in the landlord’s handling of The complaint concerns the landlord’s handling of: Reports of antisocial behaviour (ASB) and noise nuisance from the upstairs’ flat.…
202226563
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs to CCTV covering the carpark of the block and the related service…
202226268
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of defects reported by the resident of a new build property..
202010407
The Ombudsman found service failure, reasonable redress, no maladministration in the landlord’s handling of the landlord's handling of: The installation of windows at the property. The resident's request to replace a…
202300818
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s: Reports of antisocial behaviour caused by a neighbour. Allegations regarding the conduct of…
202225305
The Ombudsman found service failure, maladministration, reasonable redress in the landlord’s handling of The complaint concerns: The landlord’s handling of the resident’s reporting of concerns about dust particles in…
202221858
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports about the condition of a shared garden. The landlord’s complaint handling.. Total compensation…
202121105
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s requests: That the cleaners stop using bleach or strong chemical cleaning products in the…
202220906
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of reports of damp and mould..
202223563
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of : The landlord’s response following a leak affecting the resident’s property. The landlord’s response to the resident’s reports…
202214454
The Ombudsman found mediation settlement, maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s: Decision to end the resident’s licence. Handling of the resident’s…
202218273
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s response to: The resident’s reports that the landlord had not removed weeds from the nearby…
202212784
The Ombudsman found no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s request for a transfer..
202121358
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of defects after she moved into the new build property, including its complaint response..
202228118
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB) from her neighbour. Complaint handling.. Total…
202219803
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of : The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from neighbours. The landlord’s response to…
202212883
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: shower replacement works; graffiti and signage removal; the resident’s request for a gate. The Ombudsman…
202214585
The Ombudsman found service failure in the landlord’s handling of the redress offered by the landlord following a refund of service charges.. Total compensation ordered: £250.
202224636
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of decoration works..
202216507
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns about his address. Handling of direct offers of accommodation to the resident. Complaint…
202125636
The Ombudsman found service failure, maladministration, reasonable redress, no maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of no heating in the property. The…
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
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of the resident’s reports of noise nuisance from a neighbour’s property..
202205442
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s decision not to renew the resident’s garden fence..
202120766
The Ombudsman found no maladministration in the landlord’s handling of : The resident’s husband being added to the tenancy agreement. The landlord’s handling of the associated complaint..
202111694
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the repairs to the resident’s external doors and roof..
202204167
The Ombudsman found maladministration, mediation settlement, no maladministration in the landlord’s handling of This complaint is about the way the landlord handled the resident’s reports of drug- and tobacco-related…
202202815
The Ombudsman found reasonable redress in the landlord’s handling of : the landlord’s handling of the resident’s reports of noise nuisance. the landlords handling of the associated complaint..
202209468
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to the property after an overflow pipe leak.. Total compensation ordered: £1426.
202128494
The Ombudsman found no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of a pest infestation. The landlord’s response to the resident’s related request for…
202127586
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s: reports regarding window repairs; request for compensation for increased heating costs..
202113043
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s: response to the resident’s request to be rehoused; complaints handling..
202200019
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s: handling of the resident’s reports of repairs to her porch roof, leaks inside her property, and…
202015312
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of boiler repairs in the resident’s property since May 2020 and his request for compensation..
202121035
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about a flea infestation and door gaps he said led to their spread..
202110765
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of kitchen repairs.. Total compensation ordered: £724.
202108007
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s: reports of disrepair issues, including (but not limited to): a rodent infestation; a…
202112571
The Ombudsman found service failure in the landlord’s handling of : The landlord’s administration of the resident’s rent account including arrears The landlord’s decision to offset his compensation against his rent…
202013354
The Ombudsman found reasonable redress in the landlord’s handling of the level of compensation offered by the landlord to the resident for acknowledged delays and failures to repair a water heater.. Total compensation…
202126107
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of the resident's concerns about its communal grounds maintenance. The landlord’s complaint handling..
202003795
The Ombudsman found no maladministration, service failure, maladministration in the landlord’s handling of The complaint concerns: The landlord response to the resident’s complaint about being evicted and the provision…
202006097
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports about the standard of the garden maintenance service..
202011008
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB) in the car park area of the…
202015754
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports of anti-social behaviour (ASB) in 2020.. Total compensation ordered: £150.
202011784
The Ombudsman found reasonable redress, service failure in the landlord’s handling of REPORT COMPLAINT 202011784 Midland Heart Limited 21 December 2021 Our approach The Housing Ombudsman’s approach to investigating and…
202017042
The Ombudsman found service failure, reasonable redress in the landlord’s handling of The resident complains about: the landlords handling of data protection, the quality of the call transcripts and the advice provided…
201915568
The Ombudsman found mediation settlement in the landlord’s handling of The complaint concerns the landlord’s compliance with an out of court settlement for disrepair..
202103806
The Ombudsman found service failure, mediation settlement in the landlord’s handling of the landlord’s handling of the resident’s reports of noise transference in her property..
202002627
The Ombudsman found service failure, reasonable redress, maladministration in the landlord’s handling of The resident complained about the landlord’s: Handling of his stay in its supported living accommodation. Response…
202100495
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s report of his electrical storage heater causing high heating costs for his property..
202107053
The Ombudsman found service failure in the landlord’s handling of The resident complains about the landlord’s handling of his Voluntary Right to Buy (VRtB) application, and its response to his subsequent formal…
202011922
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns with the level, and standard of work carried out in relation to his service charges..
202012874
The Ombudsman found service failure, no maladministration in the landlord’s handling of : The landlord charging the resident rent for a property he is not living in. The landlord’s disposal of the resident's belongings…
202010414
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns regarding her property transfer..
202101516
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint concerns the landlord’s decision to decline the resident’s request to purchase her property under the right to buy…
202013704
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of repairs to the security light outside the resident’s property. The landlord’s associated complaint…
201816955
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about its refusal of her Voluntary Right to Buy (VRTB) application..
202013847
The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 202013847 Midland Heart Limited 10 June 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints…
202101408
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of reports of pipe blockages and leaks into the Resident’s property..
202008032
The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 202008032 Midland Heart Limited 25 May 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is…
202003239
The Ombudsman found service failure in the landlord’s handling of the condition of the property following works to demolish the garage, in particular, exposed wiring and debris being left and the landlord’s response to…
202002033
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint concerns: The landlord’s handling of the resident’s request for his address to be amended. The landlord’s handling of…
202013436
The Ombudsman found mediation settlement in the landlord’s handling of The landlord’s response to reports of a leak..
201916194
The Ombudsman found service failure, no maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s response to her reports of ASB as well as the reports of ASB made against her.…
202000360
The Ombudsman found reasonable redress, service failure in the landlord’s handling of The complaint concerns the level of compensation offered to the resident following his reports of a pest infestation in his…
201916075
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s concerns about brick dust left at the property following work to the fire alarm in the communal area..
202007704
The Ombudsman found reasonable redress, service failure in the landlord’s handling of The complaint refers to: The landlord’s administration of the resident’s rent account..
202005414
The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of :.
202003561
The Ombudsman found service failure in the landlord’s handling of The complaint concerns the amount of compensation offered by the Landlord to the Resident for the distress and inconvenience caused by the lack of a…
202006003
The Ombudsman found mediation settlement in the landlord’s handling of The complaint concerns the landlord’s handling of a leak at the resident’s property.
202002902
The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 202002902 Midland Heart Limited 8 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining…
201913078
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of reports of a lack of hot water..
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