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 140 published decisions.
One Housing Group Limited's maladministration rate (85%) is higher than the average for housing association (80%) across published Ombudsman determinations.
202422862 Housing association
The Ombudsman found maladministration, mediation settlement, severe maladministration, service failure in the landlord’s handling of the landlord’s: handling of remediation works to cladding on the property handling of…
202442815 Housing association
The Ombudsman found reasonable redress, service failure, maladministration, severe maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns after receiving a service charge…
202424907 Local authority / ALMO / TMO
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of : The landlord’s handling of repairs to a security alarm. Complaint handling. Our decision (determination) We found that…
202418389 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of: The resident’s request for adaptations to the back garden. The resident’s…
202421385 Housing association
The Ombudsman found service failure, no maladministration, maladministration, severe maladministration in the landlord’s handling of The landlord’s stage 2 response was slightly delayed. However, the responses were…
202400318 Local authority / ALMO / TMO
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of: Lift repairs The associated formal complaint. Our decision (determination) There was…
202329336 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of the landlord’s: Response to concerns about service charge errors. Complaint handling. Our decision…
202515213 Housing association
The Ombudsman found severe maladministration, reasonable redress, maladministration in the landlord’s handling of the landlord’s: Handling of a leak and the associated damp and mould. Complaint handling. Our decision…
202426945 Housing association
The Ombudsman found reasonable redress, maladministration, service failure, severe maladministration in the landlord’s handling of The landlord’s handling of the resident’s: Roof leak. Reimbursement request. Complaint.…
202341847 Housing association
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of Our decision (determination) We found that there was maladministration in the landlord’s response to: Lift repairs. The…
202411969 Housing association
The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of The landlord’s handling of lift repairs. We have also investigated the landlord’s complaint handling. Our…
202333530 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s response to: The resident’s reports of repairs to her bathroom and boiler. The associated…
202326006 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of The landlord’s response to reports of issues with the boiler. We have also investigated the landlord’s…
202427768 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of Our decision (determination) We have found maladministration by the landlord for its handling of the…
202336475 Housing association
The Ombudsman found service failure, severe maladministration, mediation settlement, maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns throughout the repairs process. Our…
202502462 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of : The condition of the property when let. The landlord’s handling of repairs and pest control. The Ombudsman…
202428244 Housing association
The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak. We have also considered the landlord’s handling…
202428527 Housing association
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of leaks into the property from the flat above. Our decision (determination) The complaint was resolved with intervention. We…
202345367 Housing association
The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of how the landlord responded to the resident’s reports of issues related to parking. We have also considered…
202452263
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of reports of faults with the communal lift..
202420950
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp, mould and associated repairs. Request to be permanently rehoused. We…
202444755
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of repairs to the windows and doors in the property and the associated damp and mould. The Ombudsman…
202422327
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of reports of a blocked kitchen sink..
202344562
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s annual gas safety check.. Total compensation ordered: £170.
202347825
The Ombudsman found outside jurisdiction, maladministration in the landlord’s handling of the landlord’s: Response to a request for additional refuse bins. Handling of guttering repairs and property humidity levels. We…
202444402
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs following a mutual exchange. We have also considered the landlord’s complaint handling..…
202431505
The Ombudsman found severe maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of a leak to the resident’s property. The Ombudsman has also investigated the landlord’s complaint…
202425837
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak from the bathroom ceiling..
202327023
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of water ingress, subsequent damp and mould and damage to his property.. Total compensation ordered:…
202318113
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: Communication with the resident. The resident’s reports of concerns about fire safety. The resident’s…
202332542
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s: Offer of compensation for its handling of the resident’s reports of repair issues throughout the property. Handling of the…
202318008
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s report of a leak from the flat above into her bathroom and the resulting damp and mould.…
202321871
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of heater replacement work.. Total compensation ordered: £400.
202345485
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of: Disrepair at the property. New service requests including: A report of a leak. A request for adaptations.. Total…
202231890
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of compensation for the resident’s loss of heating and hot water.. Total compensation ordered: £250.
202413150
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s report of damp and mould in the property..
202322111
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak in her property.. Total compensation ordered: £1794.
202322848
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: A roof leak and associated repairs. Reports of damp and mould. The resident’s complaint..
202318433
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request for a breakdown of service charges and communication about those charges..
202312233
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s report of a leak and subsequent damage to her boiler.. Total compensation ordered: £1200.
202323952
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of reports of antisocial behaviour (ASB)..
202412125
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s: reports of water ingress, damp, and outstanding repairs. complaint. This report has also…
202314813
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Reports of damp, mould, and a roof leak. The associated complaint. The Ombudsman has also considered the…
202302264
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of : The landlord’s response to reports of a roof leak. The associated complaint handling. The Ombudsman has also considered the…
202331504
The Ombudsman found maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of works required to the radiators in the property. Associated…
202339238
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to: the resident’s reports of ASB and odours affecting the property. the resident’s request for assistance with moving to a…
202404213
The Ombudsman found maladministration, mediation settlement, no maladministration in the landlord’s handling of the landlord’s handling of: Reports of noise nuisance. Request for improved soundproofing..
202328255
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of repairs to the boiler in the resident’s property.. Total compensation ordered: £1255.
202305979
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould in the property. The associated complaint.. Total compensation ordered: £1000.
202316616
The Ombudsman found maladministration in the landlord’s handling of the resident’s reports about the landlord’s handling of repairs to the metal panel attached to her balcony..
202310823
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports about excessive heat and poor ventilation in the property including its…
202320330
The Ombudsman found maladministration in the landlord’s handling of the landlord’s communication regarding obtaining an energy performance certificate and its process for installing solar panels. The Ombudsman has also…
202301094
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of the resident's reports of lack of heating and hot water. The Ombudsman has also considered the…
202229903
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of ongoing leaks from the flat above. The landlord’s handling of the resident’s complaint.. Total…
202312620
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of leaks..
202324626
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: repairs to the lifts. the resident’s report of a missed survey appointment for a new boiler. The…
202229776
The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s: Response to her reports of a leak in the property; Handling of the associated complaint..
202228081
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s concerns about delays in its provision of her finalised service charge accounts.…
202303056
The Ombudsman found no maladministration, maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s…
202328323
The Ombudsman found maladministration in the landlord’s handling of The landlord’s handling of reports of leaks in the property..
202231151
The Ombudsman found maladministration in the landlord’s handling of the resident’s reports of: A request for a refund for stolen parcels. The level of security provided by the landlord’s concierge office. The landlord’s…
202234703
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of reports of no heating and hot water in the property.. Total compensation ordered: £1984.
202233848
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: reports of damp and mould reports of noise from a neighbouring property request to be…
202307155
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s concerns regarding: Staff conduct. Emergency repairs and the process to report…
202215178
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s management of the resident’s rent and service charge account.. Total compensation ordered:…
202304182
The Ombudsman found service failure, no maladministration in the landlord’s handling of This complaint is about: The level of compensation offered to the resident by the landlord following its handling of leak repairs.…
202304913
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of REPORT COMPLAINT 202304913 One Housing Group Limited 31 May 2024 Our approach The Housing Ombudsman’s approach to investigating…
202225613
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s response to the resident’s concerns about metallic elements in her water supply..
202311150
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of leaks, damp, and mould..
202227166
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of noise disturbance. The landlord’s complaint handling.. Total compensation ordered: £900.
202204745
The Ombudsman found severe maladministration, service failure in the landlord’s handling of The resident’s complaint was about: The landlord's response to the resident's reports of water ingress into his flat from a…
202219629
The Ombudsman found service failure, maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of repairs to the property. The landlord’s record keeping has also been…
202227379
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord's response to the resident's concerns about service charges.. Total compensation ordered: £400.
202224679
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of leaks to the property and subsequent damp and mould. The Ombudsman has…
202409695
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of no heating and hot water at her property. Complaint.. Total…
202229865
The Ombudsman found maladministration, service failure in the landlord’s handling of The complaint is regarding the landlord’s: Handling of repairs to heating and hot water in the property. Communication in relation to…
202201421
The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s response to: a leak to the building roof; the associated complaint.. Total compensation ordered: £1140.
202204964
The Ombudsman found service failure, no maladministration in the landlord’s handling of This is about the landlord’s response to the resident’s reports of: Communal repairs. A notice put up by a member of the landlord’s…
202126330
The Ombudsman found service failure, no maladministration in the landlord’s handling of The resident’s complaint is about: The landlord’s response to the resident’s reports of flooding of the car park. The landlord’s…
202201852
The Ombudsman found no maladministration in the landlord’s handling of This complaint is about: The landlord’s handling of damp and mould problems in parts of the resident’s home. The landlord’s contractors not taking…
202218187
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s queries about the service charge relating to the building insurance.. Total compensation ordered: £200.
202218052
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s report of Issues with lighting within the communal parts of the building. Associated…
202218055
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s: reports of a loss of the hot water supply within his property between June and July 2022. reports of a loss of…
202213037
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the sales process for the resident’s property..
202204783
The Ombudsman found service failure in the landlord’s handling of The complaint concerns how the landlord handled the resident’s reports of noise nuisance and his request to improve the soundproofing in the building..
202117903
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of : The landlord’s handling of the sale of the resident’s shared ownership property; The resident’s claim that the landlord is liable…
202207268
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a leak in her property and the subsequent repairs. Complaint.. Total compensation ordered: £2000.
202006035
The Ombudsman found reasonable redress, maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident's request for remedial repairs to his property. The issues relating to…
202123874
The Ombudsman found maladministration, no maladministration in the landlord’s handling of The complaint relates to: The landlord’s response to the resident’s concerns over its handling of service charges. The landlord’s…
202112363
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s various disrepair concerns; Service charge information;…
202211045
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about damp and mould.. Total compensation ordered: £400.
202114995
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of reports of water ingress..
202115156
The Ombudsman found reasonable redress, mediation settlement, service failure, no maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of issues with the…
202118749
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of This complaint is about the resident’s reports of the landlord’s handling of: The level of service charge. The standard of the…
202015286
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of The resident’s complaint is about the landlord's handling of repairs to the intercom system, its calculation and administration…
202210259
The Ombudsman found maladministration in the landlord’s handling of : The response provided on the resident’s request for copies of invoices and receipts from service charges for financial year 20/21. The response…
202109886
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of The complaint is regarding: The landlord’s response to the resident’s reports of leaks affecting his property, and its handling of…
202203250
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of heating problems in the resident’s home..
202205441
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a pest infestation at the resident’s property..
202115970
The Ombudsman found maladministration in the landlord’s handling of the landlords handling of: Structural movement in the property and cracks. The residents reports of repairs.. Total compensation ordered: £400.
202123092
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of repairs and remedial work required in the resident’s property following a leak.. Total compensation ordered: £100.
202203260
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of repair issues to the bin chute.. Total compensation ordered: £100.
202102208
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of REPORT COMPLAINT 202102208 One Housing Group Limited 31 July 2022 Our approach The Housing Ombudsman’s approach to investigating…
202110606
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of noise nuisance from his neighbour’s property..
202126059
The Ombudsman found mediation settlement in the landlord’s handling of The complaint concerns the landlord’s calculation of the resident’s rent increase..
202108365
The Ombudsman found maladministration, service failure, no maladministration, reasonable redress in the landlord’s handling of The resident has complained about: The landlord’s handling of repairs to her property, in…
202123143
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of a leak coming from the roof of the building into the resident’s property..
202001357
The Ombudsman found no maladministration in the landlord’s handling of The resident’s complaint is about the following: How the landlord handled the resident’s reports of anti-social behaviour from the neighbour above.…
202116988
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of a sewage backflow and drainage issues at the property. The associated complaint..
202116962
The Ombudsman found no maladministration in the landlord’s handling of The complaint concerns the landlord’s response to: The resident’s reports of a water leak from the property above. The associated formal complaint..
202110107
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the sale of the resident’s property and her subsequent complaints.. Total compensation ordered: £200.
202014714
The Ombudsman found service failure in the landlord’s handling of the landlord’s: response to the resident’s request for information relating to the service charge accounts. communication regarding the service charge…
202105381
The Ombudsman found no maladministration, maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: the resident’s request for an EWS1 form; the related complaint.. Total…
202100246
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s report of a repair to the communal bike store door.. Total compensation ordered: £75.
202106911
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s handling of the resident’s concerns about the actions of the Residents’ Association..
202110942
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s failure to provide accounts for the period of 2018-2019 and 2019-2020, as requested by the resident..
202009670
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns regarding delays in the sales process to sell the property. Response to a leak…
202103557
The Ombudsman found service failure in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s queries relating to her service charges for the year 2016 to 2017..
202014350
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s: Response to the resident's reports that contractors were rude; that their attendance for communal drainage works…
202013149
The Ombudsman found maladministration in the landlord’s handling of The resident complains that the landlord misadvised him on the time limits to appeal the District Valuer’s determination on his property.. Total…
202013584
The Ombudsman found maladministration, service failure in the landlord’s handling of the level of compensation the landlord offered the resident following a leak into her property..
202011085
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of : The managing agent’s response to the resident’s reports of defects in the property including issues with the…
202004807
The Ombudsman found service failure in the landlord’s handling of The resident has complained about the time taken to investigate and resolve their reports of inadequate water pressure in their home.. Total compensation…
202015974
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns how the landlord responded to the resident’s reports of a water leak in the bathroom of the property..
202007494
The Ombudsman found service failure, maladministration in the landlord’s handling of : The level and reasonableness of the service charges paid by the resident. The landlord’s response to the resident’s queries…
202014420
The Ombudsman found service failure in the landlord’s handling of The complaint refers to: The landlord’s response to the resident’s requests for a breakdown of the service charges for the 2018-19 and 2019-20 periods.…
202011080
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s proposed sale of her property. The landlord’s handling of the associated complaint..
202012077
The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of noise and anti-social behaviour (ASB) at the property including cigarette…
202002660
The Ombudsman found service failure in the landlord’s handling of :.
202007192
The Ombudsman found service failure in the landlord’s handling of The complaint concerns: the landlord response’ to the resident’s reports of a water leak from the bathroom ceiling in the property. The effect of the…
201910740
The Ombudsman found no maladministration in the landlord’s handling of The complaint concerns: the landlord’s response to the resident’s questions concerning the communal garden. the landlord’s response to the…
202006022
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to residents’ reports about: Disrepair to bedroom and conservatory windows and the subsequent mould issue. The landlord’s…
202014479
The Ombudsman found maladministration in the landlord’s handling of the increase of service charges..
202000109
The Ombudsman found service failure, no maladministration in the landlord’s handling of : the increase of the service charge year-on-year; the resident’s ability to acquire an additional portioned percentage of his…
202014275
The Ombudsman found maladministration in the landlord’s handling of the level of rent at the property..
202005806
The Ombudsman found mediation settlement in the landlord’s handling of : The landlord’s response to the resident’s allegation that it did not inform her about the Government’s guidance in relation to fire safety and…
202001943
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of REPORT COMPLAINT 202001943 One Housing Group Limited 26 February 2021 Our approach The Housing Ombudsman’s approach to…
202000092
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s request for information about the cladding on the building she resides in, to enable her to complete the sale…
202001423
The Ombudsman found service failure, mediation settlement in the landlord’s handling of the landlord’s: Response to the leaseholder’s concerns regarding its communication Response to the leaseholder’s concerns regarding…
202004761
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns whether or not the resident is liable to pay a rent increase..
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