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 82 published decisions.
Richmond Housing Partnership Limited's maladministration rate (85%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202525064 Housing association
The landlord took about 17 months to repair the resident's kitchen ceiling after a leak, far exceeding its 28-working-day policy timescale, and failed to monitor and progress the repair, keep in reasonable contact, and…
202403942 Housing association
The Ombudsman found maladministration in the landlord's handling of fire door repairs, which took nearly a year to complete against a 20 working day policy. It found reasonable redress for ceiling repairs, where the…
202411707 Housing association
The landlord was found responsible for service failure in its administration and communication for the resident's subject access request. It delayed responding, only acting after the resident chased it multiple times,…
202529282 Housing association
The Ombudsman found maladministration in the landlord's management of repairs to the toilet, leaking pipes and related follow-on works, and in its management of damp and mould, plus service failure in complaint…
202423720 Housing association
The Ombudsman found maladministration in the landlord's handling of window repairs and damp and mould due to avoidable delays, poor communication, and failure to act on contractor recommendations. It found reasonable…
202501446 Housing association
The Ombudsman found reasonable redress in how the landlord dealt with the resident's reports of pests and its communication about rubbish in communal areas, and in its complaint handling. It did not deal effectively…
202449821 Housing association
The Ombudsman did not investigate the resident's complaint about the landlord's handling of damp and mould and related repairs because the same matters are subject to legal proceedings issued at court, meaning the…
202416285 Housing association
The Ombudsman found reasonable redress on all three complaint heads: the landlord's handling of the property's condition and associated repairs, its response to the resident's staff conduct concerns, and its complaint…
202450616 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak, damp and mould, repairs, and the complaint. The leak and bathroom damage were left unresolved for over 18 months, repairs took too long and…
202342621 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to loose, unstable paving slabs outside the resident's property and related safety concerns, due to repeated and unreasonable delays and a…
202502697 Housing association
The Ombudsman found reasonable redress in the landlord's handling of repairs and the garden condition at letting, maladministration in its handling of leaks, damp and mould, and no maladministration regarding the…
202429416 Housing association
The landlord was found to have caused maladministration in its handling of reports of damp and mould in the resident's wet room, with missed opportunities to act on repair recommendations and a significant delay in…
202304450 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for internal fire doors (confusing, contradictory position and a delay of nearly 2 years in decision making) and service failure…
202421923 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident leaseholder's requests for an inspection of the external brickwork (it took 58 working days to inspect and 83 working days overall, well…
202452094 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, ordering £1,000 compensation, an apology, a structural survey and an independent review of the failings. It…
202443255 Housing association
The complaint concerned the landlord's handling of a resident's reports of a roof leak. The Ombudsman found the landlord had caused avoidable delays in progressing the roof repair (39 working days) and in arranging a…
202428740 Housing association
The Ombudsman found maladministration in the landlord's handling of a kitchen leak, its handling of repairs to the bathroom extractor fan and stairs, and its complaint handling. It ordered the landlord to apologise, pay…
202445281 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould, due to delays in acting after further reports and in completing the recommended ventilation and remedial…
202427929 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould reports and associated repairs, and service failure in its handling of the resident's complaint. It ordered a written apology, £1,100…
202338024 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould (a delayed damp survey and recommendations left outstanding), no maladministration in respect of the requests…
202341724 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the property (bathroom, kitchen and flooring throughout) and in its complaint handling, no maladministration in its handling of damp and…
202347911 Housing association
The landlord left the resident's sole bathroom with an incomplete repair (no wash hand basin, leaking toilet, damp, protruding pipes) for around 15 months, gave no explanation for the delay, failed to address the health…
202344819 Housing association
The landlord's response to the resident's damp and mould reports and associated repairs, including to an external French drain, amounted to maladministration due to significant and repeated delays, poor record keeping,…
202329984 Housing association
The Ombudsman found the landlord's handling of the resident's reports of multiple repairs, and its complaint handling, amounted to reasonable redress (the compensation it offered was reasonable). It found no…
202324361 Housing association
The landlord's handling of repairs relating to damp and mould, windows and insulation amounted to maladministration: there was a lack of evidence about how it reached its repair decisions, no formal damp and mould…
202314623 Housing association
The Ombudsman found reasonable redress for the landlord's response to reports of drainage issues and of cracks/subsidence (it would otherwise have found maladministration), and no maladministration for its responses to…
202305144 Housing association
The complaint concerned the landlord's response to requests to repair the front door (damaged by a fire brigade forced entry), repair a kitchen leak, and address drainage issues, plus its complaint handling. Across all…
202301389 Housing association
The Ombudsman found maladministration in the landlord's handling of make-good works after a burst water pipe (delays, poor communication and protracted timescales) and in its complaint handling, and service failure in…
202336264 Housing association
The Ombudsman found reasonable redress for the landlord's response to the resident's reports of cracks in the walls of her property, accepting its offer of £650 for delays and poor communication plus a further £150 for…
202329895 Housing association
The Ombudsman found service failure in the landlord's handling of the offer of compensation following damp and mould repairs. The landlord's revised £850 offer was reasonably proportionate but came long after the…
202325580 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the resident's shower. Although the landlord arranged several responsive repairs, the underlying problem was not remedied, and it failed to…
202232933 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's medical-grounds transfer request and its requests for further medical information. The landlord unfairly delayed reassessing her housing…
202405659 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's report of mould and in its complaint handling. The landlord was ordered to apologise, pay £600 compensation, arrange a damp and mould…
202346218 Housing association
A leaseholder complained about the landlord's handling of a rodent infestation and the associated repairs to a hole in the wall/roof. The Ombudsman found service failure: the repairs and pest-proofing took a protracted…
202311681 Housing association
The Ombudsman found maladministration in the landlord's response about the property condition when let and multiple outstanding repairs, and maladministration in its complaint handling. Repairs were repeatedly delayed…
202233657 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of ongoing drainage and sewage issues, as it responded appropriately and took reasonable steps to mitigate recurring…
202317372 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of graffiti outside a neighbouring property, its handling of reports of faulty external communal lighting, and its complaint…
202306902 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about replacement items (a sofa and a fridge-freezer door) provided after damage during a decant. It found the landlord…
202345642 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a faulty communal door intercom, severe maladministration in its handling of damp and mould in the main bedroom, and…
202311991 Housing association
Severe maladministration was found in the landlord's handling of the resident's reports of faulty windows and doors, due to excessive delays, failure to conduct risk assessments despite safety concerns for young…
202307853 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's concerns about water tanks and water quality, and in its complaint handling (which had delays), and no maladministration in its…
202333396 Housing association
The Ombudsman found maladministration in the landlord's handling of repair reports about blocked external drainage (scant records, no evidence a CCTV survey was completed, and lengthy unexplained delay), severe…
202120943 Housing association
The Ombudsman found service failure in the landlord's response to asbestos concerns (appropriate risk assessment but poor follow-through), and maladministration in its handling of repairs relating to leaks and a boiler…
202319491 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of grass and debris blowing onto the resident's property following grass cutting, as it responded reasonably by sweeping, cleaning,…
202324731 Housing association
The Ombudsman found severe maladministration in the landlord's response to damp and mould reports, its complaint handling and its record keeping, and maladministration in its response to heating issues and the condition…
202414659 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs to the front and back doors, its response to reports of electrical faults and associated repairs, and its response to reports of damp…
202311002 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of a leak and the associated kitchen repairs, with unreasonable delays in investigating and completing drainage and kitchen works and poor…
202347109 Housing association
The Ombudsman found severe maladministration in the landlord's response to reports of damp, mould and associated outstanding repairs, given significant delays in inspecting and completing works (including an 8-month…
202224965 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of various repairs, ordering £900 compensation (inclusive of any redress already paid) and an action plan for outstanding…
202328167 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's damp and mould reports, which went unaddressed from January to December 2023 with poor communication, no interim mitigating action and…
202329501 Housing association
The Ombudsman found severe maladministration in the landlord's handling of damp and mould and maladministration in its handling of repairs. The landlord failed to remedy the cause of damp and mould for around 19 months,…
202317207 Housing association
The Ombudsman found maladministration in the landlord's response to both the resident's reports of window repairs and its reports of damp and mould. The landlord failed to act on its own contractors' findings, took no…
202305819 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of damp and mould (its £100 offer being in line with the remedies guidance), maladministration in its handling of repairs to…
202226591 Housing association
The Ombudsman found no maladministration regarding a lift being out of service, but service failure in the landlord's complaint handling due to delays and insufficient response to reports of self-harm, ordering an…
202312796 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour. It failed to resolve a flooring repair it believed was contributing to noise, failed to install…
202316842 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of insecure communal doors and in its handling of the resident's request to be reimbursed for goods stolen from an internal shed,…
202218444 Housing association
The landlord was found to have severe maladministration for its handling of damp and mould (ongoing for years, unresolved), damage to a lounge ceiling containing asbestos (unrepaired for years), and a drainage/pipework…
202302911 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of a leak into the property, due to repeated surveys, poor communication, incomplete record keeping and delays of over 22…
202228263 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of a resident's request for urgent rehousing on medical grounds, finding its actions consistent with its allocations policy and appropriately…
202219068 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs for failing to promptly address a water leak from the roof/flat above that damaged the resident's bathroom, and maladministration in its…
202312125 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak and associated damp and mould, its handling of the resident's reports of pests, and its handling of the associated complaint, and reasonable…
202217130 Housing association
The Ombudsman found severe maladministration for the landlord's handling of roof leaks and associated damp and mould, due to prolonged delays, failure to resolve the leaks for over 20 months, poor communication, and…
202307290 Housing association
The landlord took an excessive 19 months to complete works to a front path damaged by tree roots, despite knowing of the resident's mobility vulnerability and an uninstalled Occupational Health recommended wheelchair…
202226529 Housing association
The Ombudsman found the landlord's offer of redress resolved the complaint about its handling of concerns over the proposed location of refuse ramps, as it had consulted appropriately but communicated poorly about a…
202303446 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaseholder's repeated reports of a leaking roof (and resulting damp) and in its complaint handling. Despite acknowledging significant failures, the…
202214075 Housing association
The Ombudsman found reasonable redress in respect of both the landlord's response following a fire (where the landlord went beyond its repair obligations by replacing fencing and offered compensation for delays) and its…
202304184 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and of overgrown trees affecting the property, citing avoidable delays, poor communication, inadequate record…
202302569 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about communal lift repairs and the length of time the lift was non-functioning, and service failure in its handling of the…
202223343 Housing association
The Ombudsman found maladministration in the landlord's handling of communal door and lighting repairs (which took 45 working days and 13 months respectively), its response to staff conduct concerns, and its complaint…
202127228 Housing association
The landlord was found to have service failure for its delays in completing repairs (taking over two years for some items) and offering disproportionate compensation, and maladministration for failing to respond to the…
202014319 Housing association
Severe maladministration for handling of noise reports over 3.5 years; landlord failed to act on laminate flooring causing noise, delayed visits, and unresolved problem impacted health. Maladministration for complaint…
202126432 Housing association
The Ombudsman found no maladministration regarding the lack of a designated parking space, but found service failure in the landlord's handling of recycling bins, the communal entrance door, portal access, and its…
202225629 Housing association
The Ombudsman found service failure in the landlord's handling of communal lighting concerns and its complaint handling, and reasonable redress in service charge administration, ordering an additional £150 compensation…
202114683 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports, as it failed to manage the resident's expectations, complete risk assessments, or consider non-legal options over a prolonged period.…
202112026 Housing association
The Ombudsman found service failure in the landlord's handling of the resident as an ASB perpetrator after a court undertaking (taking a month to act on a breach, not updating support agencies) and in its complaint…
202125617 Housing association
The Ombudsman found maladministration for the landlord's handling of reports of damp, mould and woodworm, which took over three years to resolve, and maladministration for its complaint handling, which involved a…
202216893 Housing association
The landlord was found to have service failure for its handling of a recurring leak and damp/mould issue, with delays, poor communication and lack of progress. It was found to have maladministration for its complaint…
202203469 Housing association
The landlord was found to have maladministration for its handling of recurrent leaks affecting the resident's property over a 28-month period, including significant delays in identifying the cause, failing to promptly…
202011270 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, as it took reasonable and proportionate action including contacting neighbours, opening a formal investigation, and pursuing…
202016229 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about subjective and intemperate comments made about her in her tenancy file, and maladministration in the landlord's complaint…
202004009 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress for its handling of the resident's noise-related ASB reports. The landlord acknowledged initial communication failings (not offering diary sheets,…
201909899 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaseholder's request for audited service charge accounts. Despite repeated requests over more than four years, the landlord failed to provide the…
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