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 88 published decisions.
Platform Housing Group Limited's maladministration rate (53%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202534283 Housing association
The landlord offered reasonable redress for its response to the resident's request for bathroom adaptations, having apologised and offered compensation for its delay. There was no maladministration in its handling of…
202533020 Housing association
The Ombudsman found reasonable redress by the landlord in its handling of the resident's reports of damp and mould, given the apology and compensation offered exceeded the remedies guidance range. However, there was…
202428674 Housing association
The landlord provided reasonable redress for its failures in handling the resident's reports of damp and mould, including delays in attending and progressing a cavity wall survey, and for a stage 2 complaint handling…
202341540 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of outstanding repairs, as it failed to complete bathroom repairs within its policy timescales and the bath panel remained…
202418480 Housing association
The Ombudsman found service failure in the landlord's handling of reports of damp and mould, as it did not show it properly ruled out rising or penetrating damp, arrange follow-on damp works promptly, or seek to…
202316221 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of repairs and related damage, and no maladministration in its handling of the associated complaint. The landlord made reasonable attempts…
202439162 Housing association
The Ombudsman found reasonable redress in the landlord's handling of reports of plants/weeds growing into the resident's living room: it took only temporary measures and failed to investigate the underlying cause for…
202450883 Housing association
The Ombudsman found service failure in the landlord's handling of a window repair (79-day delay beyond its published timescales) and in its handling of damp and mould (failure to act promptly on a surveyor's…
202503843 Housing association
The Ombudsman found maladministration in the landlord's handling of roof repair reports (missed appointments, delays beyond policy timescales, incorrect information) and maladministration in its handling of a pest…
202450900 Housing association
The resident complained about the landlord's handling of their managed move request and how it responded to the complaint. The Ombudsman found no maladministration in either the landlord's handling of the managed move…
202340813 Housing association
The landlord offered reasonable redress for its handling of the resident's request for a managed move and for its complaint handling. The Ombudsman made no orders, finding that the landlord's apology, identified…
202410718 Housing association
The resident complained about a letter the landlord sent to her doctor, the support offered for her management move request, and the landlord's complaint handling. The Ombudsman found no maladministration on any of the…
202420806 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request to bid on alternative housing: it correctly identified it had not followed its choice based lettings policy and offered £850, but…
202335307 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's rent account, kitchen concerns, and tenancy queries, plus service failure in the associated complaint handling. Failings included a…
202402211 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of sewage blockages (including failing to evidence contact with the neighbouring owner and not sharing survey findings) and…
202405280 Housing association
The landlord delayed its response to the resident's reports of damp and mould — not completing a damp and mould survey until 7 months after the first report, delaying the recommended independent survey, and only…
202503102 Housing association
The Ombudsman found the landlord offered redress before investigation that satisfactorily resolved the complaint about its handling of the resident's damp and mould reports and about its complaint-handling delays. The…
202452984 Housing association
The complaint concerned the landlord's handling of the resident's reports of noise nuisance (ASB). The Ombudsman found the landlord acted in accordance with its ASB policy—completing risk assessments and action plans,…
202415962 Housing association
The Ombudsman found maladministration in the landlord's handling of damp-related repairs and in its handling of the associated complaint. It ordered the landlord to pay £1,300 compensation, provide a written apology,…
202429868 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of ASB, noise disturbance and drug use, nor in its handling of her request for a management transfer. The landlord took a…
202303557 Housing association
The Ombudsman found service failure in the landlord's response to reports of no hot water and service failure in its complaint handling, and maladministration in its handling of leaks and of damp and mould. It ordered…
202318118 Housing association
The landlord cut the grass on an area apportioned to the resident's property twice due to an incorrect estate map; it apologised, offered £210 compensation and corrected its records, which the Ombudsman found to be…
202326331 Housing association
The complaint concerned the landlord's handling of the resident's reports of antisocial behaviour (ASB) and concerns about parking. The Ombudsman found no maladministration, as the landlord followed its ASB policy…
202322896 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of antisocial behaviour, as it took the reports seriously, investigated proactively, kept records and took proportionate action in line with…
202411497 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports about the kitchen condition and the request for a replacement, and no maladministration in its complaint handling. However, it found…
202410878 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports about the kitchen condition and the request to replace it, and no maladministration in its complaint handling (minor…
202317441 Housing association
The Ombudsman found the landlord's response to the resident's queries about service charges amounted to reasonable redress. The landlord made mistakes by failing to calculate and refund overpayments quickly, but it…
202410647 Housing association
The complaint concerned the level of a financial offer the landlord made to a former leaseholder for losses arising from a failed property sale. The Ombudsman determined the matter was not within its jurisdiction, as it…
202322227 Housing association
The Ombudsman found the landlord's handling of the resident's reports of antisocial behaviour was reasonable overall, and that its stage 2 offer of a £400 compensation payment, an apology, an action plan and outlined…
202402819 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the resident's chimney, outhouse doors, and treatment of mould in the bathroom, with significant delays and poor communication. The landlord…
202331192 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's request for a new bathroom. The landlord had raised the resident's expectations by incorrect advice and took over a month to clarify it…
202320150 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about cleaning of communal areas: it failed to apologise or offer redress for the sub-standard cleaning it identified, and its…
202413460 Housing association
The Ombudsman found reasonable redress in the landlord's handling of reports of a faulty boiler, no maladministration in its response to the resident's request for compensation for her energy usage, and service failure…
202414727 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs at the property. It failed to complete some repairs and delayed others beyond the timescales in its repairs policy (including the bedroom…
202316250 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of defects and in its complaint handling, and no maladministration in its handling of the request for an independent RICS level…
202315194 Housing association
The Ombudsman found no maladministration in the landlord's handling of repairs to and replacement of the resident's front door following a reported arson attack, nor in its response to the resident's request to be…
202307100 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of a window repair (it wrongly recorded the job as complete, leaving a boarded-up window for about three months) and that there was service…
202305921 Housing association
The complaint concerned the landlord's handling of the resident's repair reports (a back door, a kitchen leak, and a bath). The Ombudsman found the landlord's communication was poor and it gave incorrect information at…
202328275 Housing association
The complaint concerned the landlord's handling of the resident's reports of antisocial behaviour (ASB) from a neighbour. The Ombudsman found service failures in the landlord's initial handling, including not following…
202331822 Housing association
The resident complained about a data protection breach (mail sent to a neighbour) and about the landlord's handling of her ASB reports, including a meeting arranged for both parties to sign an acceptable behaviour…
202345356 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's window repair request, maladministration in its handling of damp and mould reports and the request to replace the storage heater,…
202312100 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the kitchen refit, the bathroom refit and its complaint handling, maladministration in its record keeping, and service failure in its handling…
202300537 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports about an unauthorised structure in a neighbour's garden, service failure in its response to the resident's reports of anti-social behaviour…
202304401 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak and associated repairs, citing poor record keeping, an unreasonable delay in fixing the leak, and complaint responses…
202212978 Housing association
Four complaint heads (damp/mould, front door, ASB, blocked drains) were outside jurisdiction as previously determined. Maladministration for handling of a dislodged roof pipe and leak due to poor record-keeping and…
202337199 Housing association
The Ombudsman found maladministration in both the landlord's response to the resident's reports of damp and mould and its complaint handling. The landlord delayed its damp inspection and recommended repairs, failed to…
202218923 Housing association
The Ombudsman found reasonable redress in respect of both the landlord's handling of repairs and its complaints handling. The landlord had acknowledged delays, apologised, and offered £450 compensation (£200 for repairs…
202308458 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp, mould and leaks, its handling of repairs reported after the resident moved in, and its handling of the related complaint, but no…
202305172 Housing association
The Ombudsman found the landlord provided reasonable redress for its response to the frequency of lift breakdowns and repair delays, having upheld the complaint and offered £650 compensation. However, it found…
202226057 Housing association
The Ombudsman found reasonable redress for the landlord's handling of solar panel certification and heating system concerns given large compensation offers, but service failure over damp and mould and maladministration…
202127521 Housing association
The landlord delayed investigating the resident's reports of cooking smells from a neighbour's property for over 9 months and communicated poorly, but its total offer of £350 compensation, apology, and learning was…
202310458 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about communal heating charges, nor in its handling of the associated formal complaint. The landlord provided a clear…
202220099 Housing association
The landlord was found to have maladministration for its handling of damp and mould reports between 2019 and 2023, with unreasonable delays completing repairs, poor communication, and inadequate record keeping. The…
202231124 Housing association
The Ombudsman found the repairs complaint outside its jurisdiction as the resident could have raised it in related court possession proceedings. The landlord's handling of a rehousing request, where two offered…
202208346 Housing association
The Ombudsman found reasonable redress for the landlord's handling of ASB reports (noise nuisance) and the formal complaint. The landlord initially failed to respond in a timely manner, had poor record keeping, and did…
202203707 Housing association
The Ombudsman found the service charge reimbursement complaint was outside its jurisdiction. It found no maladministration in the landlord's handling of gas safety concerns, as the landlord complied with legal…
202128262 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, outstanding repairs, boiler repairs, or the management move. However, there was service failure in the complaint handling due to poor…
202118249 Housing association
The landlord was found to have maladministration for its handling of concerns about loft/cavity wall insulation and external brickwork, and for its complaint handling. It was ordered to pay £1,717.50 compensation and…
202208458 Housing association
The Ombudsman found severe maladministration in the landlord's handling of roof leaks and repairs, damp and mould, and complaint handling. The landlord took nearly two years to identify and complete roof repairs, left…
202127655 Housing association
The Ombudsman found maladministration by Platform Housing Group for poor communication, unreasonable delays in refunding overpaid fees and charges following a lease surrender, and failing to consider the resident's…
202215851 Housing association
The landlord was found to have provided reasonable redress for significant delays (over 7 months) in inspecting and repairing the resident's bathroom floor following a leak. The Ombudsman determined that the landlord's…
202124325 Housing association
The landlord was found to have maladministration for delays in responding to reports of a leak, blocked guttering and an odour from the ensuite bathroom, and for its complaint handling and treatment of the resident.…
202218151 Housing association
The Ombudsman found maladministration by Platform Housing Group for its handling of a resident's request for permission to carry out a major adaptation (relocating a bathroom) to his home, including a three-month delay…
202124990 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour (both as victim and alleged perpetrator) or in its handling of staff conduct concerns, as the…
202214775 Housing association
Maladministration for the landlord's handling of damp and mould reports over nearly three years, including delays, unfair onus on the resident, and failure to complete recommended works. The managed move complaint was…
202121416 Housing association
The Ombudsman found maladministration by Platform Housing Group for its handling of damp in the resident's garage (unresolved for over three years) and for its response to hedge cutting and associated service charge…
202213692 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for a management move, the resident's previous management transfer, or the associated complaint. The landlord properly…
202208814 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's concerns about the location of her parking space and a garage. The landlord appropriately checked estate plans, offered support…
202125707 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about the neighbouring property's layout, but service failure in how it handled the sound proofing request due to poor…
202125368 Housing association
The Ombudsman found reasonable redress by the landlord regarding its decision to treat mould on loft felt rather than replace it. While there were significant delays (64 weeks) and poor communication, the landlord's…
202204569 Housing association
The landlord offered reasonable redress for its handling of antisocial behaviour reports and a property advertised in error, including £400 compensation and prioritised rehousing. However, there was maladministration in…
202117482 Housing association
The Ombudsman found that the landlord offered reasonable redress to the resident regarding its handling of defect repair reports on a new build shared ownership property. The landlord persistently pursued the developer,…
202116253 Housing association
The Ombudsman found reasonable redress by the landlord for service failures in grounds maintenance. The landlord failed to maintain a communal shrub bed in 2020 as required and did not communicate adequately, but…
202204721 Housing association
The landlord was found to have maladministration for its handling of multiple repairs (bathroom skirting, bathroom door, bathroom cupboard flooring, kitchen ceiling crack, intercom, and bathroom handrail). The landlord…
202216358 Housing association
The Ombudsman found no maladministration by the landlord in requesting that the resident remove her personal belongings (a painting, shelving unit, bucket and shoes) from the communal areas of her building, as the…
202015316 Housing association
The Ombudsman found reasonable redress for service failures in the landlord's response to the resident's information request about 2019/20 service charges and its complaint handling. The landlord acknowledged delays,…
202117760 Housing association
The Ombudsman found maladministration by Platform Housing Group for errors in the 2018/19 service charge accounts, which the resident uncovered through detailed queries. The landlord was ordered to pay £250 compensation…
202120865 Housing association
The landlord was found to have maladministration for its handling of the resident's concerns about rear access to their garden, with delays and poor communication from 2019 to 2022. Service failure was found for the…
202100964 Housing association
The Ombudsman found service failure in the landlord's handling of a gate repair (delayed and poor communication), ordering £50 compensation. However, the landlord's response to heating complaints was reasonable redress:…
202115334 Housing association
The Ombudsman found that the landlord's offer of redress (totalling £850) satisfactorily resolved the resident's complaints about delays in repairing the hot water system over 7 months and about delays in the landlord's…
202114386 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request for kitchen improvements. The landlord correctly advised that the kitchen was not due for replacement (20-year lifespan) and…
202114713 Housing association
The Ombudsman found service failure in the landlord's communication about a kitchen replacement (delayed from January 2020 to November 2021 with no updates), and maladministration in its handling of a toilet flush…
202108975 Housing association
The Ombudsman found that the landlord offered reasonable redress to the resident regarding delays in responding to a cooker hood enquiry and its investigation into staff conduct. The landlord repaired and improved the…
202105359 Housing association
The Ombudsman determined the complaint about the landlord's handling of the residents' end of tenancy notification was outside its jurisdiction, as the formal complaint was raised approximately 11 months after the…
202012058 Housing association
The Ombudsman found no maladministration by Platform Housing Group in disposing of the resident's belongings stored in a communal cupboard. The landlord had placed a notice on the cupboard door and later spoke to the…
202011542 Housing association
The Ombudsman found no maladministration in the landlord's handling of car park charges, as the landlord gave notice of changes, apologised for confusion, and offered the resident priority for a parking space. Two other…
202012060 Housing association
The Ombudsman found no maladministration regarding the landlord's response to kitchen suitability and tool reimbursement, but found service failure for an 8-month delay in addressing the missing fridge-freezer (despite…
202009610 Housing association
The Ombudsman found no maladministration by Platform Housing Group regarding its decision not to level the resident's garden. The landlord was not obliged to level the garden as it would be an improvement, not a repair,…
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