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 49 published decisions.
One Vision Housing Limited's maladministration rate (51%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202340901 Housing association
The Ombudsman found maladministration in how the landlord handled reports of outstanding communal repairs, and service failure in its handling of communal cleanliness and the complaint itself. The resident's complaint…
202400957 Housing association
The Ombudsman found maladministration in the landlord's handling of outstanding living room and hallway repairs, where it cancelled damp works for budget reasons without informing the resident and delayed repairs for…
202423539 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's reports of a pest infestation, as the landlord recognised its failures, carried out remedial works, reimbursed rent for the…
202412221 Housing association
The Ombudsman found service failure in the landlord's handling of a leak and resultant damage — it met its emergency timescale and reasonably directed the resident to claim on contents insurance, but it did not address…
202508749 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for a through-floor lift and hoist, as it acted in line with its Aids and Adaptations policy, explained its decisions clearly…
202503628 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of antisocial behaviour (ASB) — it failed to follow its policy, caused avoidable delays, did not appropriately consider the…
202437467 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of black specks in the hot water system, owing to an unacceptable delay in resolving the problem (the issue persisted for several…
202334455 Housing association
The landlord did not adequately manage repairs while the property was empty before the resident moved in, and did not show it considered the resident's disabilities or made reasonable adjustments, which caused distress…
202316212 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of foul smells from drains: its £390 compensation offer was in line with the Ombudsman's remedies guidance, though it was…
202310840 Housing association
The complaint concerned the landlord's handling of the resident's reports of concerns with the communal heating system serving her flat. The Ombudsman found no maladministration: the landlord acted in line with its…
202318446 Housing association
The complaint concerned the landlord's handling of the resident's report of flooding from the property above and the resulting damage. The Ombudsman determined the complaint was not within its jurisdiction, as the…
202319366 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of no heating, because it failed to signpost the resident to its policy allowing him to apply to install or upgrade his own…
202417735 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's ASB reports (a delay responding to earlier reports of threats) and in failing to respond to his report of a severe drug problem in the…
202317916 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's report of a leak and its handling of the request to repair or replace damaged flooring, a wash basin and a toilet. It ordered an apology…
202306170 Housing association
The landlord failed to fully investigate the resident's safety concerns about the back garden, including possible subsidence, and failed to address all elements of the complaint. The Ombudsman found maladministration in…
202411243 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of damp and mould and of discrimination by a member of staff, and found reasonable redress in its handling of a leak from a…
202328392 Housing association
The landlord failed to establish whether the resident leaseholder's windows needed replacing for over five months, gave poor communication, and did not properly handle the complaint. The Ombudsman found…
202320175 Housing association
The complaint concerned damage to the resident's block paving following roof works carried out by the landlord. Following the Ombudsman's intervention, the landlord agreed to jet wash all the stones so any colour…
202205697 Housing association
The Ombudsman determined the complaint about the landlord's handling of the resident's Right to Acquire application was outside its jurisdiction, as the matters involved interpretation of the tenancy agreement and…
202231439 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of leaks, recommending it re-offer £50 previously offered and provide liability insurer details.
202213117 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports; maladministration for delays and failures in addressing plasterboard defects; reasonable redress for the grounds maintenance service…
202116972 Housing association
The Ombudsman found that the complaint about service charge components was outside its jurisdiction due to ongoing First Tier Tribunal proceedings. On the landlord's conduct regarding rent-in-advance requests and…
202124096 Housing association
The Ombudsman found no maladministration in the landlord letting the property with an adapted bathroom, as it acted in line with its policies. Reasonable redress was found for the unusable kitchen issue, as the landlord…
202216643 Housing association
The Ombudsman found no maladministration by One Vision Housing Limited in its response to a resident's reports of noise and vibration from a neighbour's dryer. The landlord visited both parties, offered mediation,…
202205703 Housing association
The Ombudsman found service failure by One Vision Housing for its response to a deactivated communal entrance door (unsecure for four days, poor communication, inaccurate information) and for its complaint handling…
202210514 Housing association
The Ombudsman found maladministration for the landlord's failure to act on the resident's reports of antisocial behaviour over many months, causing distress and inconvenience, and ordered £400 compensation. However, the…
202218097 Housing association
The Ombudsman found no maladministration in the landlord's response to a resident's request to relocate light switches. The landlord had no legal obligation to carry out the works, offered a reasonable alternative…
202207719 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for a disabled parking bay. The landlord properly considered the OT recommendation, explained why exclusive use could not be…
202124849 Housing association
The Ombudsman found service failure by One Vision Housing Limited for poor communication regarding additional appointments needed to complete plastering works, causing the resident distress and inconvenience. The…
202112487 Housing association
The Ombudsman found no maladministration by One Vision Housing Limited in its handling of the resident's housing application or his concerns about discrimination. The landlord acknowledged an administrative error in an…
202214626 Housing association
The Ombudsman found no maladministration in the landlord's handling of repairs to the resident's toilet. The landlord attended promptly to each report of blockage or leakage, acted within its repair timeframes, and…
202214321 Housing association
The Ombudsman found that the landlord's offer of redress (apology, £20 compensation, and staff training) resolved the complaint about its handling of a leak and subsequent property damage satisfactorily. The landlord…
202213153 Housing association
The landlord was found to have maladministration for a significant delay (from 2017 to October 2020) in felling overgrown trees from a neighbour's garden, causing the resident frustration and distress. However, there…
202209853 Housing association
The landlord was found to have maladministration for its response to the resident's reports of damp and mould in a bedroom. There were unreasonable delays from January 2021 to April 2022 caused by poor record-keeping…
202204268 Housing association
The Ombudsman found service failure in the landlord's handling of roof repairs and a recurring squirrel infestation, due to poor communication and delays between November 2021 and March 2022. The landlord was ordered to…
202122576 Housing association
The Ombudsman found that the landlord's offer of £100 compensation and an apology for failing to provide proper documentation during the property handover constituted reasonable redress that resolved the complaint…
202015165 Housing association
The Ombudsman found no maladministration by One Vision Housing in its response to a pest infestation following the death of the resident's upstairs neighbour. The landlord acted reasonably in gaining access, cleaning…
202014686 Housing association
The Ombudsman found service failure by the landlord for not properly investigating the resident's complaint about staff behaviour, ordering £50 compensation. However, there was no maladministration regarding the…
202006531 Housing association
The Ombudsman found no maladministration in the landlord's handling of complaints about communal cleaning quality, as it took reasonable steps including photo monitoring, inspections, fee removal and a deep clean.…
202005637 Housing association
The Ombudsman found no maladministration by One Vision Housing in relation to a resident's complaint about a staff member's conduct during a phone call on 24 August 2020, and no maladministration in the landlord's…
202100235 Housing association
Service failure by One Vision Housing for its response to a resident's request for additional works around a new washing line, and its complaint handling. The landlord was reasonable to install the washing line and…
202004724 Housing association
The landlord's decision to permanently decant the resident from an LPS block due to structural safety concerns was reasonable, but its handling of the decant amounted to maladministration due to poor communication and…
202105472 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of noise nuisance from his neighbour. The landlord responded to reports, spoke to both parties, and requested evidence via a…
202014747 Housing association
The Ombudsman found that the landlord made reasonable redress to the resident regarding its handling of bathroom repairs. While there were shortfalls in communication and delays (e.g. a cracked sink took from 28 July to…
202010064 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB report. The landlord acted proactively by investigating CCTV and fob use, cooperating with the police, keeping the resident…
202015896 Housing association
The Ombudsman found service failure by One Vision Housing Limited for failing to properly manage the resident's expectations about his suitability for an adapted property, failing to consider his mental health, and…
201817317 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident brought it to the Ombudsman more than 12 months after the landlord's final response, contrary to paragraph 39(d) of the Scheme.…
202003683 Housing association
The Ombudsman found no maladministration by One Vision Housing Limited regarding its decision not to allow the resident to partition the rear communal garden. The landlord was entitled to refuse the request under its…
201913423 Housing association
The Ombudsman found no maladministration by One Vision Housing in its response to the resident's reports of anti-social behaviour from a neighbour. The landlord took appropriate steps including liaising with police and…
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