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 10 published decisions.
One Housing Group's maladministration rate (70%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202014551 Housing association
The Ombudsman found maladministration by One Housing Group for failing to fully investigate the building-wide cause of a persistent mouse infestation, despite committing to a full survey in October 2021, and for not…
202214682 Housing association
The landlord took around 17 months to complete adaptations to communal doors for a leaseholder with mobility issues. The Ombudsman found the landlord's offer of £550 compensation, apology, and policy review constituted…
202219246 Housing association
The Ombudsman found that the landlord made reasonable redress for its handling of leaks at the resident's property (offering £100 compensation and a professional carpet clean), but found service failure in the…
202012573 Housing association
The Ombudsman found no maladministration in the landlord's decision not to remove a tree, as it reasonably relied on arborist advice that the tree was healthy. However, there was service failure in the landlord's…
202008176 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to pest control concerns or the condition of communal areas and windows, as the landlord took appropriate action and offered reasonable redress.…
202006720 Housing association
Following Ombudsman intervention, the landlord agreed to pay £500 compensation, provide regular updates on bulk waste invoice corrections, and fix the resident portal, resolving the complaint about service charge…
202001816 Housing association
The Ombudsman found no maladministration by One Housing Group in its response to a fire in the resident's property and the resident's request for re-housing. The landlord had appropriate fire risk assessments,…
202003763 Housing association
The Ombudsman found service failure in the landlord's administration of a £2,329 compensation payment for damage caused by a burst tap. The landlord offset £472.42 against rent arrears despite the resident being in…
202006808 Housing association
The Housing Ombudsman determined that the complaint about fire alarm handling, fire safety and evacuation plans, and appliance safety was outside its jurisdiction because the resident occupied temporary accommodation…
201911422 Housing association
The landlord was found to have service failure for unreasonably delaying its response to the resident's request for a summary of service charge costs (taking over 4 months) and for failing to handle the complaint in…
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