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 26 published decisions.
Settle Group's maladministration rate (65%) is broadly in line with the average for housing association (64%) across published Ombudsman determinations.
202411912 Housing association
The landlord provided reasonable redress for its handling of the resident's concerns about levelling the back garden, repairing floorboards, and installing insulated cavity closers, having offered appropriate…
202440375 Housing association
The Ombudsman found no maladministration in the landlord's handling of a leaseholder's request to install a handrail at the front steps of her block and its decision to add a £250 charge to her service charge. The…
202508914 Housing association
The Ombudsman found service failure in the landlord's handling of cracked plaster and a missing doorframe, and maladministration in its handling of bathroom leaks causing damp/mould and damaged hallway flooring,…
202440780 Housing association
The landlord's handling of the resident's damp and mould reports and personal belongings claim amounted to reasonable redress, as it inspected appropriately, completed recommended works and offered proportionate…
202430339 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of a blocked drain leaking sewage (delays, failure to notify of planned works and record-keeping failures) and in its…
202330572 Housing association
The Ombudsman found the landlord's £750 offer made through its complaints process constituted reasonable redress for its lack of timeliness in handling the resident's reports of damp and mould. It found no…
202338563 Housing association
The Ombudsman found service failure in the landlord's handling of drainage issues, reports of damage to the resident's conservatory and sheds, and repairs to the kitchen floor, but no maladministration in its handling…
202314481 Housing association
The landlord's response to concerns about grounds maintenance, window cleaning, communal gas and communal cleaning charges was reasonable, and its prior offers of compensation amounted to reasonable redress. However,…
202218809 Housing association
The landlord was found to have maladministration for delays in completing repairs (including mould treatment) and service failure for complaint handling errors. No maladministration was found regarding pest infestation…
202234776 Housing association
The Ombudsman found severe maladministration in the landlord's response to reports of damp and mould, as it did not act to reduce the mould while repairs were pending, failed to consider the resident's requests for a…
202221163 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's delayed handling of structural repairs and poor communication with a leaseholder, though it could not determine liability for her claimed £10,000 financial loss. It…
202200981 Housing association
The Ombudsman found maladministration in the landlord's handling of a resident's queries about a boundary dispute involving a garden wall and canopy built by a neighbour, and in its handling of the subsequent complaint.…
202215101 Housing association
The Ombudsman found maladministration by Settle Group for failing to carry out a thorough and impartial investigation into a resident's reports of racial discrimination by a staff member, and for failing to comply with…
202223458 Housing association
The Ombudsman found maladministration in the landlord's handling of a non-weatherproof fire door (17 months to replace), an insecure patio door (6 months to replace after a contractor recommendation), recurring damp and…
202207221 Housing association
The Ombudsman found no maladministration for the landlord's handling of repairs after a mutual exchange and for drainage/groundworks, but found maladministration for failing to survey an outhouse altered by the previous…
202216816 Housing association
The landlord's kitchen renewal was delayed by about 4 weeks and initially completed to a poor standard, but its offer of £500 compensation was found to be reasonable redress for those failings. However, the landlord's…
202211439 Housing association
The Ombudsman found that the landlord gave unclear instructions to its contractor for a clearance at a vulnerable resident's flat, resulting in the bedroom being cleared without authorisation and items incorrectly…
202212167 Housing association
The Ombudsman found no maladministration by Settle Group in its handling of the resident's request for financial support to install a driveway. The landlord correctly followed its improvement policy, which places…
202208571 Housing association
The Ombudsman found maladministration by Settle Group for poor record keeping and delays in addressing a shower odour defect (unresolved for over 4 months), and service failure for a 39-working-day delay in the stage…
202122039 Housing association
The Ombudsman found that the landlord offered reasonable redress by acknowledging unavoidable COVID-19 delays, prioritising emergency repairs, and offering £250 compensation for inconvenience. The flooring and heating…
202121780 Housing association
The Ombudsman determined that the complaint about the landlord's handling of the resident's data was outside its jurisdiction, as allegations of GDPR/data protection breaches are properly dealt with by the Information…
202105247 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of anti-social behaviour and noise nuisance. The landlord reasonably explained why the incident was not ASB requiring…
202106292 Housing association
The landlord delayed progressing repairs and investigations identified during a surveyor inspection by around four months, causing distress and inconvenience. However, it apologised, offered £250 compensation (later…
202000097 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of mould, damp, boiler issues, and a compensation request for carpet damage. The landlord acted reasonably but was repeatedly denied access…
202107882 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because it concerned the landlord's use of land separate to the resident's property, rather than the resident's occupation of their property.
202101656 Housing association
The Ombudsman found maladministration by Settle Group for failing to promptly inspect and investigate reports of damp and mould from November 2020, causing delay in identifying root causes, and for inadequate complaint…
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