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 (75%) is higher than the average for housing association (64%) 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 landlord made a reasonable offer of redress for its response to the resident's reports of roof leaks, damp and mould, and for its handling of the associated complaint. It acknowledged failings in oversight,…
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 in the landlord's response to the resident's concerns about a property offered as part of his management transfer, as the landlord gave a deadline in line with its lettings…
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 Housing association
The Ombudsman found reasonable redress for both the landlord's handling of the resident's reports of leaks and its complaint handling. Although there were significant delays, poor contractor coordination, unclear…
202422387 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs to and replacement of a living room window (still not replaced over 3 years after first reported), and maladministration in its handling…
202402381 Housing association
The resident complained that the allocated 1-bedroom bungalow was unsuitable for her needs and that the landlord gave incorrect information during the application process. The Ombudsman determined the complaint about…
202408471 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs, due to an excessive delay in surveying the property and completing remedial works following a July 2024 complaint (the landlord had reasonably…
202342303 Housing association
The Ombudsman found the landlord's response to and handling of the resident's tenancy issues (including repairs, fire safety, estate management, rent and communication) was not always satisfactory, and that it had…
202413432 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's noise nuisance reports (delays, poor record keeping and reliance on its ASB policy without a separate non-statutory noise strategy) and…
202500181 Housing association
The landlord was found to have maladministrated its handling of a leak causing damp and mould in the resident's bedroom — failing to resolve the issue promptly, relying on the resident to chase, not monitoring repairs,…
202419379 Housing association
The Ombudsman found no maladministration in the landlord's handling of car park management concerns or its complaint handling, but found service failure in its responses to reports of fly tipping and to concerns about…
202319139 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and the associated repairs, and maladministration in its handling of the associated complaint. The landlord…
202233095 Housing association
The Ombudsman found service failure in the landlord's response to the resident's complaint about an increase in his service charge (including a failure to provide clarity on monitoring of the communal laundry service),…
202317440 Housing association
The Ombudsman found maladministration in the landlord's handling of kitchen repairs and a planned kitchen replacement (poor communication and record keeping, an unexplained delay, and failure to raise interim repairs),…
202419128 Housing association
The landlord offered reasonable redress for its handling of three water leaks and the resulting damage, including compensation and goodwill decoration/flooring works. However, the Ombudsman found service failure in the…
202228966 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's heating bill queries and its complaint handling, and service failure in its response to related welfare issues and reasonable adjustment…
202311791 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's Right to Acquire application, as the £2,250 it offered was proportionate to the significant delays. However, it found maladministration…
202425515 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of damp and mould (the landlord apologised, offered £2,100 compensation including £800 for belongings/carpets and agreed to…
202342935 Housing association
The Ombudsman found reasonable redress in the landlord's handling of reports of damp and mould and associated works, finding its increased £650 compensation offer reasonable and in line with its remedies guidance,…
202234766 Housing association
The complaint about the landlord's handling of antisocial behaviour reports was outside jurisdiction as it was not brought as a formal complaint within a reasonable period. The landlord offered reasonable redress for…
202302512 Housing association
The complaint about the level and increase of service charges was outside the Ombudsman's jurisdiction (Scheme paragraph 42d). However, the landlord's handling of requests for information about how service charges were…
202414592 Housing association
The Ombudsman found the resident's report that the landlord breached data protection (GDPR) by disclosing her identity as an employee/resident was outside jurisdiction, as it falls to the ICO. On the landlord's handling…
202308396 Housing association
The complaint about the increase to the resident's service charge costs was outside jurisdiction (paragraph 42.d of the Scheme). The Ombudsman found no maladministration in the landlord's handling of the resident's…
202344126 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reported roof leak (about 4 months to identify the cause, 6 months to resolve the leak and 10 months to complete internal repairs, plus…
202308587 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the resident's report that it had failed to carry out grounds maintenance, as it acknowledged the failing, apologised and offered £50 compensation.…
202312839 Housing association
The Ombudsman found the landlord's handling of the resident's management move/decant request following reports of a leaking soil pipe to be outside its jurisdiction (matters previously decided and subject to concluded…
202344019 Housing association
The Ombudsman found maladministration in the landlord's response to reports of strong odours from a faulty wastewater treatment plant, citing a lack of urgency, failure to consider interim measures/decant, and…
202311865 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's report that fire alarms failed to activate during a fire, as the landlord carried out the repairs it was responsible for and no…
202223887 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaking skylight, communal area repairs, and complaint handling, but reasonable redress for general communal maintenance issues, ordering an apology…
202228606 Housing association
The Ombudsman found the landlord's offer of an apology and £50 compensation for a delayed tree inspection amounted to reasonable redress, and upheld the landlord's decision not to remove or prune a healthy conifer tree…
202311212 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's ASB and noise nuisance reports (it did not demonstrate it considered or responded to his CCTV request), no maladministration in its…
202342254 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the garden and drainage system (outstanding for over 3 years) and in its handling of the resident's complaints, and service failure in its…
202413224 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the windows and patio doors and the subsequent damp and mould, citing unreasonable delays, repeated chasing, missing records and outstanding…
202232248 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of noise disturbance and the associated sound insulation repairs. While the landlord took steps to mitigate the noise and gave a…
202223253 Housing association
The Ombudsman found maladministration in the landlord's handling of long-running sewerage drainage repairs and in its complaint handling, noting the landlord failed to abide by its own 2-stage complaints policy. The…
202327821 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould — repairs were appropriately raised but management and communication were poor, with misinformed visits and repeated…
202305336 Housing association
The complaint concerned the landlord's handling of the resident's reports of a leak, damp and mould. The Ombudsman found the landlord's handling fell short — including missed and rescheduled appointments, excessive…
202342330 Housing association
The Ombudsman found maladministration in the landlord's response to damp and mould reports and its handling of the consequent repairs, and maladministration in its complaint handling. The landlord failed to keep…
202335241 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould and rear-garden flooding reports, in its record keeping, and in its complaint handling; the resident's complaint about…
202311474 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of bathroom and kitchen repairs (including damp and mould), despite failings such as an urgent repair not attended within 5 working days, a…
202234079 Housing association
The Ombudsman found reasonable redress in the landlord's handling of both the resident's reports of a lack of hot water in the bathroom and the replacement of a grab rail. The landlord acknowledged its error in…
202223799 Housing association
The Ombudsman found severe maladministration in the landlord's handling of damp and mould and pest control/proofing works, and maladministration in its complaint handling, ordering a chief executive apology and £3,300…
202227575 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's complaint concerning her kitchen renewal, including delayed escalation and an unreasonable delay referring her personal injury claim to…
202224595 Housing association
The Ombudsman found maladministration in the landlord's handling of boiler repairs and a collapsed ceiling, and service failure in its complaint handling, ordering £1,000 compensation and a review of its boiler…
202126950 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports, as it failed to complete a risk assessment or consider reasonable adjustments for the resident's vulnerabilities. Maladministration was…
202217589 Housing association
The landlord was found to have service failure for its response to reports of a leak, having initially failed to treat it as an emergency repair which likely led to the resident's lounge ceiling collapsing, and for…
202301796 Housing association
The Ombudsman found maladministration in the landlord's level of compensation for its handling of the resident's reports of pests and the related loft repairs, which caused prolonged delays, distress and inconvenience.…
202304956 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports (delayed, inconsistent and poorly evidenced communication and record keeping), maladministration in the delay of painting…
202217152 Housing association
The Ombudsman found maladministration by Onward Homes for its handling of the resident's reports of dog fouling and fly tipping, and service failure for its handling of the resident's compensation request. The damp and…
202201249 Housing association
The Ombudsman found no maladministration in the landlord's handling of a loss of heating to a leaseholder's property, as the landlord reasonably believed the fault was the energy supplier's responsibility. However,…
202230826 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak repair, which took 61 working days and was poorly recorded and communicated, and in its complaint handling, which involved lengthy delays. It…
202220340 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about building security and value for money, as it failed to properly communicate about the promised review and did not keep the…
202004708 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (noise nuisance and cannabis smell) by a neighbour. The landlord failed to maintain proper records, did…
202222960 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports (no formal interviews, risk assessment or action plan) and in its complaint handling (delays and inadequate compensation offer). It ordered…
202128639 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's enquiries about damage to another property in the block, as it investigated and confirmed no vandalism and no cost to the resident.…
202122213 Housing association
The Ombudsman found severe maladministration for the landlord's handling of damp and mould reports, including failure to investigate thoroughly, unreasonable delays in commissioning an expert survey, and failure to…
202224533 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's asbestos information request due to a lack of up-to-date records, but no maladministration in its handling of a blocked drain and damaged…
202216740 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about poor grounds maintenance, as it failed to effectively monitor its contractor and took an unreasonably long time to improve…
202229060 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould reports, which left the resident unable to fully use her home for 12 weeks and damaged her belongings, ordering £5,331.72 compensation,…
202117573 Housing association
The Ombudsman found maladministration in the landlord's handling of fire risk assessments (failure to complete FRA recommendations from 2017 and delay in the 2021 FRA) and in its complaints handling (delayed stage one…
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 Housing association
The Ombudsman found severe maladministration by Onward Homes for its handling of a resident's reports that her heating would not switch off. Over four months, the landlord repeatedly allocated emergency repairs to the…
202204981 Housing association
The Ombudsman found maladministration by the landlord in its response to the resident's reports of antisocial behaviour, due to poor communication, delays, and failure to implement an action plan. The landlord was…
202121697 Housing association
The landlord was found to have maladministration for its handling of a recurring roof leak that remained unresolved for nearly two years, its handling of damp and mould issues (including delayed inspections and failure…
202101999 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports and CCTV concerns, as the landlord took proportionate steps and reasonably relied on lack of evidence and police advice. However, there…
202201976 Housing association
The Ombudsman found no maladministration regarding the landlord's response to mould reports and asbestos concerns, but found maladministration for poor communication about a management move decision and for failing to…
202207051 Housing association
The landlord was found to have maladministration for its handling of cyclical works, including failing to give proper notice, contractors removing a gate lock to gain access without permission, and not considering the…
202213478 Housing association
The landlord was found to have maladministration for its handling of the installation of new windows and subsequent remedial works. There were significant delays of over a year, poor communication, failure to keep the…
202113324 Housing association
The Ombudsman found service failure in the landlord's handling of reports of damaged bay windows, due to delays, poor communication and failure to address the resident's concerns about cold temperatures and energy…
202127520 Housing association
The landlord was found to have service failure for poor communication about changes to the planned kitchen renewal timeline, causing confusion and inconvenience. It was also found to have service failure for its…
202013668 Housing association
The Ombudsman found reasonable redress for the landlord's handling of gate repairs and boiler issues (with £270 offered compensation accepted as satisfactory), service failure for the landlord's handling of security…
202120809 Housing association
The landlord was found to have service failure for a 12-week delay in responding to the resident's Right to Buy application (though the application was correctly refused as the property was exempt), and for poor…
202121493 Housing association
The Ombudsman found that the landlord's offer of £150 compensation for a missed appointment and delay in addressing damp and mould reports constituted reasonable redress, resolving the complaint satisfactorily.…
202120506 Housing association
The Ombudsman found that the landlord's offer of £350 compensation for delays and poor communication regarding a faulty washing machine and smart meter request was reasonable redress. However, the landlord's failure to…
202107346 Housing association
The Ombudsman found service failure in the landlord's response to reports of potholes in the communal carpark due to poor communication, delay in explaining the repairs would be planned works, and failure to consider…
202118782 Housing association
The landlord offered reasonable redress for its handling of a roof leak by completing the repair and offering £400 compensation. However, there was maladministration in its handling of damp and mould reports, as it…
202122957 Housing association
The Ombudsman found that the landlord's offer of redress (totalling £200 compensation) prior to investigation resolved the complaints about the handling of the resident's request for replacement external doors and the…
201909166 Housing association
The Ombudsman found service failure by Onward Homes for failing to classify the resident's reports of no hot water in January 2020 as an emergency repair, and for delays and failures in complaint handling. No…
202119348 Housing association
The landlord missed a repair appointment without notifying the resident, apologised and offered £10 compensation. The Ombudsman found this was reasonable redress that resolved the complaint satisfactorily, noting the…
202110847 Housing association
The Housing Ombudsman determined that the complaint about the landlord's handling of the resident's request to be rehoused for medical conditions was outside its jurisdiction, as it falls properly within the…
202100271 Housing association
The landlord was found to have service failure for its handling of repairs to a leaking porch roof. It took over a year without resolving the issue, failed to communicate with the resident who had to continually chase…
202102755 Housing association
The landlord was found to have maladministration for extensive delays in completing a wide range of repairs (some outstanding for over a year), failing to properly investigate a dispute between the resident and its…
202107041 Housing association
The Ombudsman found service failure by Onward Homes for significant delays in responding to the resident's reports of damp, mould and leaks, including missed appointments and failure to complete agreed redecoration…
202011993 Housing association
The Ombudsman found maladministration by Onward Homes for its handling of defects reported by shared-owner residents from the start of their lease, including poor record-keeping, failure to maintain oversight, and not…
202115233 Housing association
The Ombudsman found that the landlord offered reasonable redress for delays and missed appointments in repairing a roof leak, and for providing incorrect information in a warning letter and about complaint procedures.…
202111994 Housing association
The Ombudsman found that the landlord acknowledged service failures in handling repairs to the resident's hot water system (failed appointments and delays) and offered £150 compensation, which was proportionate redress…
202109531 Housing association
The Ombudsman found maladministration by Onward Homes for its handling of a resident's request for repairs to internal doors (poor communication, inaccurate statements, and a two-year delay) and for mismanagement of the…
202017410 Housing association
The Ombudsman found that the landlord made reasonable redress for significant delays in completing damp and mould repairs (identified December 2020, completed October/November 2021) by acknowledging the failures,…
202001989 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports, its issuing of a warning to the resident, or its handling of the resident's health concerns. The landlord took…
202107634 Housing association
The Ombudsman found that the landlord's offer of £80 compensation for delays in repairing the resident's shower constituted reasonable redress, satisfactorily resolving that complaint. There was no maladministration…
202014307 Housing association
The landlord was found to have maladministration for failing to address the resident's report of damp and mould for approximately a year, with multiple missed appointments, poor communication, and inadequate redress.…
202013218 Housing association
Reasonable redress for kitchen door repair and bathroom complaint handling. Service failure for complaint handling about kitchen door (delays logging/responding) and for bathroom plastering delay (Jun-Dec 2020 plus…
202100742 Housing association
The Ombudsman found service failure by Onward Homes for not carrying out agreed checks on cavity trays during a 2020 window repair, which may have identified the issue earlier, and for delays in completing repairs in…
201915422 Housing association
The Ombudsman found maladministration by Onward Homes for its response to a leaseholder's reports of roof leaks affecting two properties, and for its complaints handling. The landlord repeatedly failed to investigate,…
202014978 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because it did not concern a specific housing issue related to the resident's property, but rather the closure of a community centre and engagement…
202107736 Housing association
The Ombudsman found no maladministration by Onward Homes in its response to the resident's concerns about property condition (damp, draughts, fire safety), the EPC rating, and requests for a property transfer. The…
202107633 Housing association
The Ombudsman determined that the complaint about an increase in service charges (management fee) is outside its jurisdiction under paragraph 39(g) of the Scheme, as it concerns the level of a service charge increase,…
202013067 Housing association
The Ombudsman found no maladministration in how the landlord handled repairs, the quality of completed repairs, or the amount of compensation offered (£445). However, there was service failure in the landlord's…
202010926 Housing association
The Ombudsman found service failure by Onward Homes regarding its handling of damp and mould repairs from July 2018 onwards. While the landlord arranged inspections and completed some works, there was a significant…
202009646 Housing association
The Ombudsman found service failure because the landlord acknowledged it had not actioned previous fire risk assessment recommendations but failed to apologise. However, no maladministration was found regarding the…
202105328 Housing association
The Ombudsman found that the landlord provided reasonable redress for a delay in completing a kitchen repair (pest access issue), having apologised and offered £50 compensation. However, the landlord was found to have…
202016955 Housing association
The Ombudsman found no maladministration by Onward Homes in its response to a resident's complaint about staff behaviour during a property inspection. The landlord investigated the complaint reasonably, gathered…
202100122 Housing association
The landlord acknowledged service failure in handling repairs to electrical sockets, which took eight weeks to complete. Following Ombudsman intervention, the landlord carried out an independent electrical inspection,…
202102430 Housing association
The Housing Ombudsman determined that the complaint about the assessment of the resident's housing needs via the Propertypool scheme is outside its jurisdiction, as it properly falls within the remit of the Local…
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