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 110 published decisions.
Onward Homes Limited's maladministration rate (90%) is higher than the average for housing association (79%) across published Ombudsman determinations.
202337253 Housing association
Maladministration was found in the landlord's handling of the resident's reports of damp and mould arising from window and bathroom repairs, due to significant delays in diagnosing and completing repairs including…
202505319 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about asbestos (failure to assess risk or provide reassurance in line with its asbestos policy) and in its complaint handling…
202538622 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's reports of damp, mould and associated repairs, and in its handling of the associated complaint. The landlord identified failures,…
202403318 Housing association
The Ombudsman found severe maladministration, reasonable redress, maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of roof leaks, damp and mould. Associated complaint.…
202327998 Housing association
The complaint about the landlord's handling of leaks from the boiler and bathroom was not investigated because the matter was subject to legal proceedings, with the resident accepting the landlord's part 36 settlement…
202446682 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of damp and mould, linked to leaks from windows and front door, including failure to follow its damp and mould policy and to…
202406580 Housing association
The Ombudsman found no maladministration, maladministration, severe maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s concerns about a property it offered in…
202402569 Housing association
The Ombudsman found maladministration in the landlord's handling of lift breakdown reports and leak concerns, service failure regarding building cleaning and section 20 consultation communication, no maladministration…
202502130 Housing association
Maladministration found in the landlord's response to blocked toilet and drains reports due to delays identifying underlying causes and insufficient preventative action. Service failure found in complaint handling.…
202444597 Local authority / ALMO / TMO
The Ombudsman found reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of leaks. We have also investigated the landlord’s…
202422387 Housing association
The Ombudsman found severe maladministration, maladministration, reasonable redress in the landlord’s handling of Our decision (determination) There was severe maladministration in the landlord’s handling of repairs to…
202402381 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord’s handling of the allocation of a property suitable for the resident’s needs. Our decision (determination) The complaint about the allocation of a property suitable…
202408471
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s: handling of repairs. complaint handling..
202342303 Local authority / ALMO / TMO
The Ombudsman found reasonable redress, maladministration, service failure in the landlord’s handling of the landlord’s response to and handling of tenancy issues raised by the resident. We have also considered the…
202413432 Housing association
The Ombudsman found maladministration, severe maladministration, mediation settlement in the landlord’s handling of the landlord’s handling of the resident’s: Reports of noise nuisance. Associated complaint. Our…
202500181 Housing association
The Ombudsman found maladministration, no maladministration, severe maladministration, mediation settlement in the landlord’s handling of : The landlord’s handling of a leak, damp, and mould in the bedroom. The…
202419379 Housing association
The Ombudsman found no maladministration, service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about:…
202319139
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould, and the associated repairs. The associated complaint.. Total compensation…
202233095
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s complaint about an increase in his service charge. This service has also considered the…
202317440
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports about: Kitchen repairs and a kitchen replacement during planned (major) works. A…
202419128
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reported water leaks and damage caused; the associated complaint.. Total compensation…
202228966
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Response to the resident’s queries and concerns around heating bills. Response to some related welfare issues (the…
202311791
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Right to Acquire application (RTA). Communications and Complaint..…
202425515
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould. Complaint.. Total compensation ordered: £100.
202342935
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of damp and mould and the associated works. The landlord’s handling of the…
202234766
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Handling of structural repairs to the property.…
202302512
The Ombudsman found maladministration in the landlord’s handling of : The level and increase of service charges. The landlord’s handling of requests for information about service charges.. Total compensation ordered:…
202414592
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Report that it breached data protection (GDPR) by disclosing she was an employee and resident to third…
202308396
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s: Increase of the resident’s service charge costs. Handling of the resident's request for a breakdown of service charges and a copy of…
202344126
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: reported leak. request for a home visit. The Ombudsman has also assessed the landlord’s…
202308587
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of her reports: It had failed to carry out grounds maintenance. Of…
202312839
The Ombudsman found no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s request for a management move or a decant following his reports of a leaking soil pipe in the property.…
202344019
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of The complaint concerns the landlord’s: Response to reports of strong odours within the property due to an issue with the wastewater…
202311865
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s report of fire alarms failing to activate during a fire at her property. The Ombudsman…
202223887
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: A leaking skylight in the resident’s property. Repairs and maintenance to the communal areas,…
202228606
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns regarding a conifer tree in front of his property..
202311212
The Ombudsman found service failure, no maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and noise nuisance. Rehousing…
202342254
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports concerning repairs to the garden and drainage system. Reports of damp and mould in…
202413224
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to the windows and the patio doors, and subsequent damp and mould in the property. The Ombudsman has also…
202232248
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports of noise disturbance, and the associated repairs.. Total compensation ordered: £50.
202223253
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of sewerage repairs and the level of compensation offered to the resident. The Ombudsman has also considered the landlord’s…
202327821
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident about: Reports of damp and mould. A request for rehousing.. Total compensation ordered: £350.
202305336
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports concerning a leak, damp, and mould at her property..
202342330
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to damp and mould reports and the consequent handling of repairs to the property. The Ombudsman has also investigated the…
202335241
The Ombudsman found maladministration in the landlord’s handling of : the impact of damp and mould issues on the resident’s family’s health. the landlord’s handling of the resident’s reports of damp and mould and…
202311474
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of : The landlord’s handling of repairs in the bathroom and kitchen (including damp and mould). The landlord’s complaint handling. The…
202234079
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s report of a lack of hot water in the bathroom. The replacement of a grab rail..
202223799
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Damp and mould. Pest control and proofing works. The resident’s complaint. The complaint is about…
202227575
The Ombudsman found service failure in the landlord’s handling of the landlord handling of the resident’s complaint concerning her kitchen renewal..
202224595
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Repairs to the boiler. A collapsed ceiling. The Ombudsman has also investigated the landlord’s complaint…
202126950
The Ombudsman found service failure, mediation settlement, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: Antisocial behaviour (ASB). The associated complaint..…
202217589
The Ombudsman found service failure, reasonable redress in the landlord’s handling of The complaint is regarding the landlord’s response to reports of a leak. This investigation has also considered the landlord’s…
202301796
The Ombudsman found maladministration in the landlord’s handling of the level of compensation offered by the landlord for its handling of the resident's reports of pests in the property.. Total compensation ordered:…
202304956
The Ombudsman found mediation settlement, maladministration, reasonable redress in the landlord’s handling of the landlord’s: Handling of reports of antisocial behaviour (ASB). Delay in the painting of the property.…
202217152
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of the resident’s…
202201249
The Ombudsman found maladministration, reasonable redress, no maladministration, service failure in the landlord’s handling of The leaseholder’s complaint is about the landlord’s handling of: A loss of heating to the…
202230826
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Reports of a leak affecting the resident’s property. The resident’s complaint.. Total compensation ordered: £700.
202220340
The Ombudsman found service failure in the landlord’s handling of The complaint is regarding the landlord’s: Response to the resident's concerns regarding his building security and the standard of service, including…
202004708
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by a neighbour.. Total compensation ordered: £500.
202222960
The Ombudsman found maladministration, mediation settlement in the landlord’s handling of the landlord’s: Handling of antisocial behaviour (ASB). Complaint handling.. Total compensation ordered: £600.
202128639
The Ombudsman found no maladministration, service failure in the landlord’s handling of : The landlord's handling of the resident's enquiries regarding damage to a property within the building. The landlord’s handling…
202122213
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould in the property, and the associated repairs. The…
202224533
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s. Request for information regarding asbestos in her property and the communal area of her…
202216740
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: the resident’s concerns about the quality of the grounds maintenance service and the associated enquiries about her service…
202229060
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202229060 Onward Homes Limited 27 October 2023 Our approach The Housing Ombudsman’s approach to investigating and determining…
202117573
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s requests for information about a charge on the land registry title deeds. Handing of…
202124411 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about property condition, request for reasonable adjustments due to medical conditions, handling of rent arrears, or…
202215475
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports that her heating was turning itself on and could not be switched off.. Total compensation…
202204981
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of : The landlord’s response to the resident’s reports of antisocial behaviour (ASB) from neighbours. The landlord’s complaint…
202121697
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of a recurring leak into the property. The landlord’s handling of issues with damp and mould. The Ombudsman has also assessed…
202101999
The Ombudsman found mediation settlement, service failure, no maladministration in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s reports about: Anti-social behaviour (ASB).…
202201976
The Ombudsman found service failure, no maladministration, maladministration in the landlord’s handling of : The landlord’s response to the resident's reports of mould in the property ; The landlord’s response to the…
202207051
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s concerns about cyclical works to steps at the rear of her property and installation of…
202213478
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the installation of new windows in the resident’s property and subsequent remedial works.. Total compensation ordered: £600.
202113324
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of damaged front bay windows. The associated complaint..
202127520
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s response to the resident’s reports about the condition of her kitchen and her request for the kitchen to be renewed.…
202013668
The Ombudsman found service failure, no maladministration in the landlord’s handling of : The landlord’s handling of repairs to the property’s gate following a burglary. The landlord’s response to the resident’s reports…
202120809
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s Right to Buy (RTB) application. The associated complaint.. Total compensation ordered: £300.
202121493
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould in her property.. Total compensation ordered: £150.
202120506
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of a faulty washing machine, and request for a smart meter. The associated formal complaint.. Total…
202107346
The Ombudsman found service failure, maladministration in the landlord’s handling of : The landlord’s response to the resident’s report of potholes in the communal carpark. The landlord’s complaint handling.. Total…
202118782
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Reports of damp and mould in the resident’s property. Repairs to a leak in the resident’s property.. Total compensation…
202122957
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s request for replacement external doors. The associated complaint..
201909166
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint refers to: The landlord’s handling of the resident’s reports of a lack of hot water in his property and the…
202119348
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about the level of compensation offered for a missed appointment..
202110847
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request to be rehoused for her medical conditions..
202100271
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of repairs to an ongoing leak from a porch roof.. Total compensation ordered: £175.
202102755
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a wide range of repairs to the resident’s home..
202107041
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s report of damp and mould in the property and its handling of the repairs required.. Total…
202011993
The Ombudsman found maladministration in the landlord’s handling of The residents have complained about the landlord’s handling of defects they have reported. The Ombudsman has also considered the landlord’s complaints…
202115233
The Ombudsman found service failure, reasonable redress in the landlord’s handling of The complaint concerns how the landlord handled: The resident’s reports of a leak from the roof of the property. Investigations into…
202111994
The Ombudsman found maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202111994 Onward Homes Limited 31 January 2022 Our approach The Housing Ombudsman’s approach to investigating and…
202109531
The Ombudsman found maladministration in the landlord’s handling of the way the landlord handled:. Total compensation ordered: £200.
202017410
The Ombudsman found maladministration, service failure in the landlord’s handling of The complaint refers to: The landlord’s handling of damp repairs to the resident’s property. The landlord’s handling of the associated…
202001989
The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of ASB (antisocial behaviour) and noise disturbance from January 2020…
202107634
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s report of a broken shower. The resident’s report of a broken bathroom door handle and…
202014307
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s report of damp and mould in the property.. Total compensation ordered: £1000.
202013218
The Ombudsman found service failure in the landlord’s handling of The resident complains about: The time taken for the landlord to complete a repair to the kitchen door. How the landlord handled his complaint about the…
202100742
The Ombudsman found mediation settlement, service failure in the landlord’s handling of The resident’s complaint is about: How the landlord handled repairs to the windows in a leasehold property from 2020 onwards. How…
201915422
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: response to the leaseholder’s reports of water ingress from the roof of his two properties; complaints handling..
202014978
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns: Reports that the landlord has prevented the resident from engaging with voluntary community groups. The closure of a local…
202107736
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s: concerns over the condition of the property. concerns relating to the Energy Performance Certificate…
202107633
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns an increase in service charges..
202013067
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint concerns: How the landlord handled the resident’s reports of repairs to the property. The quality of the completed…
202010926
The Ombudsman found service failure, maladministration, mediation settlement in the landlord’s handling of The resident complains about: How the landlord handled repairs needed at the property, primarily to address damp…
202009646
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns that it had failed to complete recommendations following fire risk assessments.…
202105328
The Ombudsman found service failure in the landlord’s handling of the: Landlord’s handling of repairs to the resident’s kitchen. Information provided to the resident about when her kitchen would be refurbished.. Total…
202016955
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s report of the behaviour of its staff during an inspection of his property..
202100122
The Ombudsman found mediation settlement, service failure in the landlord’s handling of the handling of repairs to the electrical sockets in the property..
202102430
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the assessment of the resident’s housing needs.
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