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 147 published decisions.
One Housing Group Limited's maladministration rate (73%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202337553 Housing association
Maladministration in handling the request to use a correspondence address (no reasoned decision, no consideration of vulnerabilities or Equality Act duties) and service failure in complaint handling (inconsistent…
202411383 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of water ingress, which took 15 months to resolve due to failures to act within its repairs policy timescales, poor record…
202411325 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a communal lift, which was out of service for 50 days beyond policy timescales with poor record keeping and inadequate maintenance, and…
202405347 Housing association
Maladministration was found in the landlord's response to the resident's reports of heating and hot water loss, due to a 4-month delay in completing a lasting repair, poor record keeping, inadequate mitigation during…
202332025 Housing association
The Ombudsman found severe maladministration in the landlord's response to reports of a leak, damp and mould, service failure in its response to ASB, and maladministration in its complaint handling. The landlord failed…
202347031 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a flood from wet risers affecting the property, where the landlord offered £900 towards carpet replacement and took proactive security measures. It…
202422862 Housing association
The landlord was found responsible for maladministration in its handling of cladding remediation works, having taken an unreasonable amount of time to progress them, communicated inconsistently, and raised expectations…
202442815 Housing association
The landlord's response to the resident's concerns after a service charge arrears letter amounted to reasonable redress, but there was service failure in its handling of the complaint (late logging, a promised call not…
202424907 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a security alarm and in its complaint handling. It ordered the landlord to apologise and pay £410 in compensation, and recommended the…
202418389 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's requests for back garden adaptations, for double-glazed windows and basement insulation, and its handling of reports of damp in the…
202421385 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about implementing his reasonable adjustments, because it did not evidence it reinstated the agreed quarterly testing of the…
202400318 Housing association
The Ombudsman found maladministration in the landlord's handling of lift repairs, including delayed action to stop a leak causing damage to the lift and communication and record-keeping failures, and maladministration…
202329336 Housing association
The Ombudsman found maladministration in the landlord's response to concerns about service charge errors: its complaint responses gave contradictory information about which services would be charged, and it refunded…
202515213 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a leak and associated damp and mould, with repairs outstanding from January 2023 until the stage 2 response in September 2024 (about 20 months)…
202426945 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the resident's roof leak (it apologised and offered proportionate compensation), maladministration for its handling of the reimbursement request (it…
202341847 Housing association
The Ombudsman found maladministration in the landlord's response to repeated communal lift failures over a 12-month period, including poor record keeping, a missed opportunity to investigate the recurring root cause,…
202411969 Housing association
There was service failure in the landlord's handling of lift repairs and service failure in its complaint handling. The landlord must apologise and pay £325 (£250 for distress and inconvenience from the lift repairs and…
202333530 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of bathroom/wet room repairs (significant delay of over 11 months, poor record keeping and inadequate communication) and service failure in its…
202326006 Housing association
The Ombudsman found maladministration in the landlord's response to reports of a faulty boiler causing a lack of hot water, and service failure in its handling of the associated complaint. It ordered a written apology…
202427768 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of a leak affecting her balcony, as it did not arrange works in line with its lease obligations, communicate effectively, or…
202336475 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns throughout the repairs process — including missed contractor appointments, a failure to supervise the works as agreed, and…
202502462 Housing association
The Ombudsman found maladministration in the landlord's letting of the property (it could not show the property met its lettable standard, lacked electrical safety/PAT evidence, and failed to account for household…
202428244 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak through a kitchen door, and in its handling of the associated complaints. It ordered a written apology and £600…
202428527 Housing association
The complaint concerns the landlord's handling of leaks into the resident's ground-floor flat from the flat above. The landlord accepted it had failed to resolve the leak, offered £300, and committed to reassess its…
202345367 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of parking misuse (an 8-month delay in taking direct action despite committing to send a letter), and service failure in its…
202424359 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's queries about changes to an internal bicycle store, determining the landlord's position on motorcycle storage was in line with…
202452263 Housing association
The complaint concerned the landlord's handling of repeated faults with the communal lift, which was out of service for extended periods. The Ombudsman found service failure: the landlord communicated and supported…
202420950 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp, mould and associated repairs, and in its complaint handling, but no maladministration in its handling of the resident's request to be…
202444755 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs to the windows and door and the associated damp and mould, and maladministration in its complaint handling. The landlord repeatedly…
202422327 Housing association
The landlord failed to respond to the resident's reports of a blocked kitchen sink over 4 days, missing 4 appointments due to a system error and contractor communication breakdown. The Ombudsman found service failure,…
202344562 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's annual gas safety check: it failed to respond to the resident's booking request, attended without the required notice on multiple…
202347825 Housing association
The Ombudsman found maladministration in the landlord's handling of guttering repairs and property humidity levels, and maladministration in its complaint handling. The complaint about the landlord's response to a…
202444402 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs following a mutual exchange and in its complaint handling. The landlord failed to inspect before the exchange in line with its policy, delayed…
202431505 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a leak to the resident's property, citing significant delays in identifying the source and effecting repairs, poor record keeping, failure to…
202425837 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak from the bathroom ceiling, due to delays in raising repairs and the roof inspection and, by the landlord's own…
202327023 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of water ingress and subsequent damp and mould and damage to his property. There were inappropriate delays in identifying the…
202318113 Housing association
The Ombudsman found maladministration in the landlord's communication with the resident, including around 8 months of no contact and failures setting up her payment account, and ordered £400 compensation plus a case…
202332542 Housing association
The Ombudsman found the landlord's offer of redress for its handling of the resident's reports of repair issues throughout the property resolved the complaint satisfactorily (reasonable redress). It also found no…
202318008 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's report of a leak from the flat above and the resulting damp and mould: the mould wash took 8 weeks from first report, updates were…
202321871 Housing association
The landlord's handling of heater replacement work amounted to maladministration: it significantly exceeded its 28-day routine repair timeframe, taking around six months to complete the work and failing to keep the…
202345485 Housing association
The complaint about the landlord's handling of disrepair was outside the Ombudsman's jurisdiction because the matter is stayed and remains subject to court proceedings (a Tomlin order). Regarding the landlord's handling…
202231890 Housing association
The Ombudsman found maladministration in the landlord's handling of compensation for the resident's loss of heating and hot water. The landlord should have engaged with the energy company on the resident's behalf and…
202413150 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports. It promptly acted on reports and completed some repairs, but there were significant delays (bathroom fan and…
202322111 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of a leak. The landlord was unaware of the freeholder's repair obligations and failed to engage them, did not resolve the…
202322848 Housing association
The Ombudsman found maladministration in the landlord's handling of a roof leak and associated repairs, its handling of reports of damp and mould, and its handling of the resident's complaint. It ordered a written…
202318433 Housing association
The Ombudsman found maladministration in the landlord's handling of a shared ownership leaseholder's request for a breakdown of service charges and its communication about those charges, including a 4-month delay…
202312233 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's report of a leak and subsequent damage to her boiler. It found unreasonable delays (over three years), poor record keeping, failure to…
202323952 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of antisocial behaviour (noise nuisance), concluding the landlord took the reports seriously, acted in accordance with its procedures, and…
202412125 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of water ingress, damp and outstanding repairs, and maladministration in its record keeping, alongside service failure in its…
202314813 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp, mould and a roof leak (extensive delays, repeated unsuccessful attempts to resolve the issues and poor communication), a service…
202302264 Housing association
The Ombudsman found severe maladministration in the landlord's response to reports of a roof leak causing damp, mould and water ingress through electric sockets, and maladministration in its associated complaint…
202331504 Housing association
The Ombudsman found maladministration in the landlord's handling of reports about the resident's radiators — the landlord failed to treat the loss of heating as an emergency responsive repair, delayed, and communicated…
202339238 Housing association
The resident complained about the landlord's handling of her reports of ASB and odours in her building, and its assistance with her request to move. The Ombudsman found no maladministration on either head, as the…
202404213 Housing association
The resident, a leaseholder, complained about the landlord's handling of noise nuisance from a neighbour and its refusal to install or require improved soundproofing. The Ombudsman found no maladministration on either…
202328255 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's boiler, which left the resident without hot water from September 2023 and, at times, without heating, with the repair not…
202305979 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, which remained unresolved with repeated inspection delays, poor communication and record-keeping failures,…
202316616 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a loose metal panel on the resident's balcony. The landlord failed to ensure the panel was safely secured after the resident's February 2022…
202310823 Housing association
The complaint concerned the landlord's handling of a resident's reports of excessive heat and poor ventilation in her flat, including its offer of compensation, and its handling of the associated complaints. The…
202320330 Housing association
The Ombudsman found maladministration in the landlord's communication about the resident's EPC and solar panel queries (including poor record keeping, missed appointment notices and a delay of over six months in…
202301094 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of lack of heating and hot water, citing delays in its communication with the resident, and service failure in its complaint…
202229903
The Ombudsman found maladministration in the landlord's handling of ongoing leaks from the flat above and in its complaint handling, ordering £1,000 compensation (with a prior £500 offer deductible if paid), an apology,…
202312620 Housing association
The landlord took 21 months to resolve a leak affecting a leaseholder's flat, representing an unreasonable delay outside its repairs policy, with poor communication and no proper consideration of the health impact the…
202324626 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the building's two lifts (poor record keeping, missed emergency-repair timescales, ineffective repairs and inoperative emergency…
202229776
The Ombudsman found maladministration in the landlord's handling of a persistent leak, citing unreasonable delays and poor communication, and maladministration in its complaint handling, ordering an additional £800…
202228081 Housing association
The Ombudsman found severe maladministration in the landlord's handling of prolonged delays finalising service charge accounts, and maladministration in its response to cleaning service concerns and its complaint…
202303056 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's claims that she was unfairly sanctioned for causing ASB, as it served a section 21 notice without first considering other legal options,…
202328323 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of leaks in the property. While the landlord acknowledged some delays, its complaint responses lacked accuracy, it could not evidence that it…
202231151 Housing association
The Ombudsman found service failure in the landlord's handling of a stolen-parcels refund request and in its communication of concierge office closures, but no maladministration regarding the level of security provided,…
202234703 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of no heating and hot water, citing repeated failure to meet its emergency repairs timeframe, poor communication, poor record keeping, failure…
202233848 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (delays, poor communication and poor record keeping, including failure to provide the April 2023 survey report…
202307155 Housing association
The Ombudsman found the landlord's handling of the resident's emergency repair and emergency-reporting concerns amounted to reasonable redress: it admitted the emergency attendance was outside its 24-hour target and…
202215178 Housing association
The Ombudsman found severe maladministration by One Housing Group in its handling of a shared owner's rent and service charge account. The landlord promised to inform the local authority of rent increases but failed to…
202304182 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's complaint about compensation following leak repairs, because its complaint responses and remedies were incomplete — it failed to address…
202304913 Housing association
The Ombudsman found reasonable redress in the landlord's administration of the resident's rent and service charge accounts: it acknowledged a miscalculation and an incorrect rent increase notice, apologised, promptly…
202225613 Housing association
The Ombudsman found the landlord's response to concerns about metallic elements in the water supply amounted to reasonable redress, recommending it re-offer £150 compensation if not already paid.
202311150 Housing association
The complaint concerned the landlord's handling of the resident's reports of leaks, damp and mould. The landlord attended and completed the leak repairs within its repairs policy timescales, but there was an…
202227166 Housing association
The Ombudsman found maladministration in the landlord's handling of a persistent whistling noise from a plant room and in its complaint handling, ordering £900 compensation and a further noise survey.
202204745 Housing association
The Ombudsman found severe maladministration for the landlord's response to reports of water ingress from a roof garden into the resident's flat, which caused damp, mould and damage over several years with repeated…
202219629 Housing association
The Ombudsman found maladministration by One Housing Group for its handling of repairs, particularly the windows (taking over 5 years), communal front door, and flat front door, causing notable distress. A service…
202227379 Housing association
The Ombudsman found service failure in the landlord's handling of an incorrectly charged grounds maintenance fee that took over 2 years to correct, compounded by inaccurate communication about refund timescales and a…
202224679 Housing association
The Ombudsman found severe maladministration in the landlord's handling of leaks and resulting damp and mould, and maladministration in its complaint handling and communication, ordering £4,725 compensation and a Chief…
202409695 Housing association
The landlord failed to action a contractor's recommended follow-on works and left the resident without hot water for 12 weeks, failing to treat the issue as an emergency, monitor the repair, keep the resident updated,…
202229865
The Ombudsman found maladministration in the landlord's handling of heating and hot water repairs and its communication about an energy meter fault, and service failure in its complaint handling, ordering £950…
202201421 Housing association
The Ombudsman found that the landlord offered reasonable redress for its delayed and inadequate response to a roof leak (which caused a ceiling collapse and required the resident to decant), but found maladministration…
202204964 Housing association
The Ombudsman found service failure in how the landlord handled communal repairs (repeatedly incorrectly logged repairs and failure to follow through on a commitment to review plastering) and in how it responded to a…
202126330 Housing association
Service failure for delays in investigating and resolving repeated car park flooding (pump not installed until June 2022). No maladministration for refusing to use sinking fund. Service failure in complaint handling for…
202201852 Housing association
The Ombudsman found no maladministration in the landlord's handling of damp and mould issues, as it acted within reasonable timeframes, worked with the resident's surveyor, and its decisions were supported by evidence.…
202218187 Housing association
The landlord was found to have maladministration for failing to adequately respond to the resident's request for the total building sum insured, causing a significant delay from March 2022 to September 2023. The…
202218052 Housing association
The Ombudsman found maladministration by One Housing Group for failing to complete communal lighting repairs within a reasonable timeframe (8 months), poor communication, and failing to progress agreed actions. Service…
202218055 Housing association
The Ombudsman found that the landlord's response to the resident's loss of hot water supply (June-July 2022) was reasonably resolved through its offer of £284 compensation, as the repair was complex and largely beyond…
202213037 Housing association
The Ombudsman found that the landlord failed to meet its response timeframes during the shared ownership resale process, causing delays and inconvenience. However, the landlord acknowledged its failings, took steps to…
202204783 Housing association
The Ombudsman found service failure by One Housing Group Limited regarding how it handled a leaseholder's reports of noise nuisance and request for improved soundproofing. While the landlord's overall investigation and…
202117903 Housing association
The Ombudsman found maladministration in the landlord's handling of the sale of a shared ownership property, with delays totalling 131 working days across multiple stages of the sales process including valuation, offer…
202207268 Housing association
Maladministration was found for the landlord's handling of a leak repair. The landlord delayed investigations, failed to consider decanting the family from a mouldy, damp property with no main lights, and mishandled the…
202006035 Housing association
The landlord was found to have maladministration for its handling of the resident's repair requests, having left the resident living in an insecure, damp and mouldy property for a prolonged period without urgency.…
202123874 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's service charge concerns, due to delays, overcharging from an incorrect floor area and a duplicate heating charge, and failure to provide…
202112363 Housing association
The Ombudsman found severe maladministration for record keeping failures, and maladministration for the landlord's delayed response to disrepair concerns (totalling around 27 months of delays for decoration and window…
202211045 Housing association
The landlord was found to have maladministration for its slow and inadequate response to a leaseholder's reports of damp and mould between January and December 2021, including missed inspections, failure to respond to…
202114995 Housing association
The landlord was found to have maladministration for its handling of reports of water ingress over a ten-month period. While it chased the developer, no effective fix was provided, updates to the resident were sporadic,…
202115156 Housing association
The Ombudsman found reasonable redress for the communal aerial issue, service failure for service charge account administration, no maladministration for offsetting compensation against arrears, and maladministration…
202118749 Housing association
The Ombudsman found reasonable redress for the landlord's handling of ground maintenance (no service for 6 months despite charges) and complaint handling delays, as the landlord apologised and offered £200 compensation.…
202015286 Housing association
The Ombudsman found reasonable redress regarding the landlord's handling of communications about service charge concerns (delayed responses, £100 compensation offered and accepted as reasonable), and no…
202210259 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident is a freeholder, not a tenant or leaseholder, so no landlord/tenant relationship existed as required by paragraph 25(a) of the…
202109886 Housing association
The Ombudsman found reasonable redress by the landlord regarding its response to reports of roof leaks and related repairs, and the amount of compensation offered. While the landlord failed to proactively liaise with…
202203250 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident had not exhausted the landlord's complaints procedure regarding renewed heating problems and a delay with carpet replacement,…
202205441 Housing association
The landlord offered reasonable redress for its handling of a bed bug infestation by reimbursing the resident's pest control and dry cleaning costs (£600) and compensating for communication delays (£100), which the…
202115970 Housing association
The Ombudsman found service failure in the landlord's handling of structural movement and cracks, and in its handling of repairs. There were unreasonable delays from August 2020 to November/December 2021 in completing…
202123092 Housing association
The Ombudsman found service failure by One Housing Group in its handling of repairs and remedial work following a leak. While the landlord responded promptly to the initial leak report, there were unreasonable delays in…
202203260 Housing association
The landlord was found to have service failure for its handling of the resident's reports of bin chute repairs. While it largely responded within timeframes, it failed to complete outstanding repairs to the bin chute…
202102208 Housing association
The landlord incorrectly estimated the shared-ownership resident's 2020/21 service charge (£840 instead of £3,742) due to an apportionment error, and failed to correct it when queried. The error contributed to the buyer…
202110606 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of noise nuisance from a neighbour. The landlord took appropriate steps including visits, liaison with police and the local…
202126059 Housing association
The landlord miscalculated the resident's rent increase by incorrectly applying the fair rent cap. Following Ombudsman intervention, the landlord apologised, increased its compensation offer to £250, committed to not…
202108365 Housing association
The Ombudsman found maladministration for delays in repairing a skylight leak and providing a window pole, ordering £100 compensation. It found reasonable redress for the shower and heating repair delays (the landlord's…
202123143 Housing association
The Ombudsman found that the landlord made reasonable redress for its handling of a recurring roof leak, having acknowledged delays and communication failures, completed repairs and decorative works, and offered £300…
202001357 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of anti-social behaviour from a neighbour, nor in its handling of requests for security improvements. The landlord took…
202116988 Housing association
The landlord provided reasonable redress for its handling of sewage backflow and drainage issues by attending promptly, carrying out remedial works, and offering compensation and replacements. However, there was service…
202116962 Housing association
The Ombudsman found no maladministration in the landlord's response to a water leak from the property above, as it correctly identified leaseholder repair responsibilities and took appropriate action. However, the…
202110107 Housing association
The Ombudsman found service failure by One Housing Group in its handling of a shared ownership property sale and the resident's subsequent complaints. The landlord acknowledged poor communication and delays but did not…
202014714 Housing association
The Ombudsman found service failure in the landlord's communication regarding service charge accounts and its handling of the formal complaint. The landlord acknowledged its failings but did not offer any remedy for the…
202105381 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for an EWS1 form, as it provided reasonable updates and advice about remediation progress. However, there was…
202100246 Housing association
The Ombudsman found service failure by One Housing Group Limited for failing to properly action a repair to a communal bike store door reported on 14/15 October 2020, which was not completed until 22 October 2020, and…
202106911 Housing association
The Ombudsman determined that the complaint about the landlord's handling of the resident's concerns regarding the Residents' Association was outside its jurisdiction, because the Residents' Association is a separate…
202110942 Housing association
The landlord delayed providing the leaseholder with accounts for 2018-2019 and 2019-2020. It explained the reasons, apologised, and offered £100 compensation. The Ombudsman determined this was reasonable redress.
202009670 Housing association
The Ombudsman found no maladministration in the landlord's response to delays in the shared-ownership sales process, its response to a leak from the building's cooling system, or its complaint handling. The landlord had…
202103557 Housing association
The landlord was found to have service failure for its handling of a shared-ownership leaseholder's queries about service charges for 2016-2017. It took over two years to respond, failed to answer all queries, and…
202014350 Housing association
The Ombudsman found reasonable redress for the landlord's response to reports about contractor conduct, Covid-19 concerns and damage during drainage works, as it acknowledged failings, apologised and offered…
202013149 Housing association
The landlord misadvised the resident on time limits to appeal the District Valuer's determination on his property valuation under Right to Acquire, causing him to miss the appeal deadline. The Ombudsman found the…
202013584 Housing association
The Ombudsman found service failure by One Housing Group in how it handled compensation following a leak. The landlord took 28 working days beyond its target to repair the leak and inconsistently applied its…
202011085 Housing association
The Ombudsman found no maladministration by the managing agent in its response to the resident's reports of defective windows causing condensation. The managing agent fulfilled its role as mediator during the Defects…
202004807 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of inadequate water pressure. There were delays, poor record keeping, and a failure to follow up after a plumber visit, causing…
202015974 Housing association
The Ombudsman found that the landlord made reasonable redress to the resident after it acknowledged failings in how it responded to reports of a water leak in the bathroom, including misclassifying a repair and a delay…
202007494 Housing association
The Ombudsman found maladministration for the landlord's delayed and inadequate responses to the resident's service charge queries and for failing to proactively engage regarding cladding/fire safety (EWS1). Service…
202014420 Housing association
The Ombudsman found service failure by One Housing Group Limited for delays in providing the resident with 2018-19 and 2019-20 service charge account summaries and for poor complaint handling, including failing to pay…
202011080 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's proposed property sale, as the landlord responded reasonably to enquiries within the short notice period provided. The landlord…
202012077 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's reports of noise and anti-social behaviour, including cigarette smoke from the balcony below. The landlord took reasonable steps in…
202002660 Housing association
The Ombudsman found service failure by One Housing Group in the administration of the resident's rent account and the complaints process. The landlord gave inconsistent explanations for arrears, repeatedly directed the…
202007192 Housing association
The landlord was found to have service failure for its response to a water leak from the bathroom ceiling. While the landlord apologised and offered £100 compensation, the amount was disproportionately low given the…
201910740 Housing association
The Ombudsman found no maladministration by One Housing Group Limited. The landlord answered the resident's questions about the communal garden status, apologised for the delay in providing a key, arranged to re-send…
202006022 Housing association
The Ombudsman found service failure by One Housing Group for significant delays (over two years) in repairing bedroom and conservatory windows, leading to persistent mould, and for failing to follow up on agreed actions…
202014479 Housing association
The Ombudsman determined that the complaint about the increase of service charges is outside its jurisdiction under paragraph 39(g) of the Scheme, as it concerns the level or amount of a service charge increase, which…
202000109 Housing association
The Ombudsman found no maladministration regarding the landlord's response to the resident's reports about service charge accuracy and requests for supporting evidence. However, service failure was found regarding the…
202014275 Housing association
The Ombudsman determined that the complaint about the level of rent at the property was outside its jurisdiction, as disputes about whether a leasehold agreement sets an unfair level of rent require a binding decision…
202005806 Housing association
The Ombudsman found no maladministration regarding the landlord's failure to inform the resident about fire safety cladding guidance (Advice Note 14) during her staircasing application, as the guidance was recent and…
202001943 Housing association
The Ombudsman found no maladministration regarding the landlord's handling of HIU repair issues, as the lease made the resident responsible. It found reasonable redress regarding the communal leak, where the landlord…
202000092 Housing association
The Ombudsman found service failure by One Housing Group Limited for not giving due consideration to the resident's proposal to use a surveying company she identified to provide an EWS1 form, which could have helped…
202001423 Housing association
The Ombudsman found no maladministration regarding the landlord's handling of ASB, pest infestation, cleaning standards, lift condition, cyclical redecoration delay, and cladding communication. The landlord made…
202004761 Housing association
The Ombudsman determined that the complaint about whether the resident is liable to pay a rent increase is outside its jurisdiction, as it concerns the level of rent and the resident's liability, which are matters for…
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