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 39 published decisions.
One Manchester Limited's maladministration rate (54%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202524499 Housing association
The landlord provided reasonable redress for its handling of loft repairs (delays largely due to access issues), but there was a service failure in its handling of damp and mould reports (failure to explain access…
202525933 Housing association
The landlord provided reasonable redress in handling the resident's request for a replacement kitchen. It relied on qualified staff assessments confirming the kitchen was serviceable and within Decent Homes Standard age…
202503707 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's reports of various repairs, based on the landlord's apology, commitment to complete works, and combined compensation of £750 for carpet…
202408817 Housing association
The complaint about new home defects and a direct debit error was resolved with the Ombudsman's intervention. The landlord agreed to apologise, pay £1,600 compensation, and complete outstanding and newly reported…
202335229 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's request to reduce his notice period (communication failures, apologised and paid £200), but there was maladministration in…
202441963 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's windows and trickle vents (delays over a prolonged period and no evidence of health and safety risk assessment), and service…
202450961 Housing association
The landlord's handling of damp and mould was found to be reasonable redress: although there were delays and record-keeping issues, the landlord offered compensation, apologised, reflected on learning, and committed to…
202402238 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's repair reports, as there were avoidable delays, missed appointments and poor communication, but the landlord recognised and apologised…
202343807 Housing association
The landlord's response to the resident's concerns about its contractor's conduct (a reported theft) was found to be no maladministration, as it carried out a proportionate investigation and its decision not to…
202425038 Housing association
The Ombudsman found reasonable redress for the landlord's handling of repairs to gaps in the structure of the property (it offered proportionate compensation and a direct let), but maladministration for poor record…
202329265 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about the condition of her kitchen and its failure to remove graffiti. Repairs and a kitchen replacement were unreasonably…
202442781 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs, due to significant delays in addressing a leak, heating and hot water problems, and the associated damage. It found…
202415219 Housing association
The Ombudsman found maladministration in the landlord's handling of the leaseholder's service charge account (delays, unclear explanations, poor record keeping and inappropriate pest control charges) and in its handling…
202407974 Housing association
The landlord responded to the resident's antisocial behaviour reports reasonably, communicating regularly and investigating the noise, but it failed to complete any risk assessments as its policy required, did not…
202332199 Housing association
The complaint concerned the landlord's handling of the resident's Right to Buy application, which it declined because the resident held a discretionary succession tenancy. The Ombudsman found the landlord acted…
202225060 Housing association
The Ombudsman found the landlord's handling of long-running ASB (smoke transfer) reports, while delayed, was ultimately remedied with reasonable redress including a £4,000 compensation award and an injunction against…
202318825 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs at the resident's current property (including damp and mould), with an unreasonable further delay of around 7 months after its final response.…
202310519 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports (delayed update after a neighbour visit, failure to keep in regular communication, delay installing noise monitoring…
202211510 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, its response to the resident's rehousing request, or its complaint handling. The landlord acted appropriately by assessing risks,…
202101389 Housing association
Maladministration was found in the landlord's handling of electrical safety work for failing to fairly consider the resident's request to postpone during COVID-19 lockdown and for not giving reasonable notice of a…
202119707 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (significant delays beyond policy timeframes) and maladministration in its handling of the resident's complaint (failure to escalate, delays,…
202016223 Housing association
The landlord was found to have maladministration for its heavy-handed handling of subletting allegations, failing to consider all evidence the resident offered and providing inaccurate information about legal notices.…
202216041 Housing association
The landlord was found to have service failure for sending a court warning letter to a resident who had an IVA in place, for unprofessional staff conduct, and for inadequately responding to the compensation request. The…
201910630 Housing association
The Ombudsman found maladministration in the landlord's response to ASB reports (slow to act, no welfare checks for a vulnerable resident) and in complaint handling (over six months to respond). Service failure was…
202208031 Housing association
The Ombudsman found maladministration by One Manchester Limited for its handling of a resident's reports of ASB and noise nuisance, and for its handling of the resident's rehousing application. The landlord failed to…
202208677 Housing association
The landlord delayed arranging a surveyor for four months, missed appointments, and was late responding to the complaint. It apologised, took corrective action, and offered £1,550 compensation, which the Ombudsman found…
202210052 Housing association
The landlord provided reasonable redress for its handling of kitchen tiling repairs, acknowledging conflicting advice and delays and offering £300 compensation plus agreeing to fully retile the kitchen. However, there…
202214383 Housing association
The landlord sent an arrears letter to the resident in error, threatening legal action when the rent account was not in arrears. The Ombudsman found service failure because although the landlord apologised and changed…
202123151 Housing association
The Ombudsman found no maladministration by One Manchester Limited in its handling of a resident's reports of condensation, damp and mould. The landlord acted reasonably by referring the issue to the developers during…
202128661 Housing association
The landlord sent a rent arrears letter in error due to automatic processes and staff absences over Christmas. It acknowledged the mistake, apologised, and explained steps to prevent recurrence. The Ombudsman found this…
202205834 Housing association
The Ombudsman found no maladministration by One Manchester Limited in its handling of the resident's reports of damp and mould. The landlord arranged timely inspections, raised recommended works, and commissioned an…
202125957 Housing association
The landlord delayed paving slab repairs by 97 working days and failed to communicate with the resident, who had to chase updates. The landlord offered an apology, £50 compensation, and repaved the slabs, which the…
202105524 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's reports of antisocial behaviour (children playing football). The landlord investigated appropriately, assessed evidence, held a…
202105048 Housing association
The Ombudsman found reasonable redress for complaints about delays to a property transfer (five-month delay while the resident was at risk of ASB), the poor condition of the new property (not meeting lettings…
202101321 Housing association
The Ombudsman found no maladministration by One Manchester Limited in its handling of the resident's reports of anti-social behaviour by his neighbour, relating to noise from children playing, loud music, and an alleged…
202009638 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's Right to Buy application. The landlord correctly applied legislation, sought legal advice, and reasonably concluded the resident was…
201913776 Housing association
The landlord was found to have service failure for its response to the resident's reports of a leak, mould and ventilation issues. It delayed investigating, ordering parts, and completing repairs, and failed to…
202103295 Housing association
The Ombudsman found no maladministration by One Manchester Limited regarding its response to the resident's concerns about her rent account administration, as it provided reasonable explanations for arrears and the…
202009682 Housing association
The Ombudsman found that the landlord's apology for acknowledged failings in its subletting investigation (poor communication, failure to view CCTV) constituted reasonable redress. No maladministration was found…
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