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 62 published decisions.
Sovereign Housing Association Limited's maladministration rate (63%) is broadly in line with the average for housing association (64%) across published Ombudsman determinations.
202217063 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for replacement windows, due to failing to manage expectations and complete repairs identified before the resident moved in. No…
202218855 Housing association
The Ombudsman found maladministration for the landlord's handling of repairs to a boundary wall (over 3 years of delay) and for its handling of overgrown brambles causing water damage to the resident's kitchen. A…
202218565 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould reports, including a 10-month delay in installing a recommended PIV ventilation system and failure to properly support the resident's…
202120596 Housing association
The Ombudsman found severe maladministration for the landlord's handling of repairs including collapsed ceilings leaking human waste, heating/hot water failures, blockages and unsanitary conditions over 60 weeks, and…
202220067 Housing association
The landlord was found to have maladministration for delaying roof leak repairs due to an administrative error, causing the resident to chase for months, and for failing to handle the complaint properly by dealing with…
202221259 Housing association
The Ombudsman found severe maladministration in the landlord's failure to permanently resolve damp and mould over 15 months, maladministration in delayed roof repairs and its handling of staff conduct allegations, and…
202209778 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about communal repairs and cleaning, including unreasonable delays of up to 4 months for repairs and 3 months to respond to…
202104971 Housing association
The Ombudsman found maladministration in the landlord's handling of reported sewage leaks at a property, where the landlord failed to proactively liaise with the water company and keep the vulnerable resident updated…
202120922 Housing association
The Ombudsman found severe maladministration for the landlord's failure to address damp and mould over more than two years, causing the resident to lose use of his bedroom and suffer health concerns. Service failure was…
202014730 Housing association
The landlord was found to have maladministration for its handling of recurring roof and chimney leaks and for its complaint handling. It failed to provide a lasting remedy, caused significant delays in completing…
202210706 Housing association
The Ombudsman found maladministration by Sovereign Housing Association for significant delays in completing repairs following a contractor-caused leak in December 2019, for failing to progress disability adaptations in…
202127436 Housing association
The landlord was found to have maladministration for its handling of subsidence and related repairs, and for poor communication and record keeping. The resident lived with significant disrepair (cracks, gaps in windows,…
202208936 Housing association
The Ombudsman found maladministration by Sovereign Housing Association for its handling of a resident's reports of overheating in his shared-ownership flat. The landlord failed to inspect the property, inappropriately…
202214966 Housing association
The Ombudsman found service failure by Sovereign Housing Association in three areas: a three-week delay in providing temporary heating during centralised heating repairs, a disproportionate compensation offer for a…
202208805 Housing association
The landlord was found to have maladministration for its handling of the resident's reports of smoke (cannabis smell) entering his flat from a neighbour's property, due to significant delays in investigating the ASB and…
202110562 Housing association
The Ombudsman found reasonable redress for the landlord's handling of antisocial behaviour reports and a transfer offer, as the landlord offered compensation, identified learning, and provided support. However, there…
202121292 Housing association
The landlord was found to have service failure for not properly checking whether a severe bed bug infestation had been eliminated before advising the resident to move back in, causing further stress and financial loss.…
202212845 Housing association
The Ombudsman found service failure by the landlord in its response to the resident's concerns about communal grounds maintenance, as it lacked adequate contractor oversight and failed to fully address the resident's…
202201859 Housing association
The Ombudsman found service failure in the landlord's handling of reports of a sewage smell from the kitchen sink due to a 41-working-day delay in attending and a lack of updates to the resident. Maladministration was…
202204966 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's complaint about a rent discrepancy with a neighbour. The landlord gave a full explanation, acknowledged its own error in the…
202007310 Housing association
The landlord was found to have maladministration for its handling of reports that the property was cold and draughty, and for its handling of the associated complaint. The landlord delayed unnecessarily in addressing…
202206099 Housing association
The Ombudsman found maladministration by Sovereign Housing Association for its handling of ASB reports (delays in mediation and acoustic testing, failure to follow up reports) and for its complaint handling (22-month…
202013126 Housing association
The Ombudsman found maladministration by Sovereign Housing Association for failing to adequately supervise its grounds maintenance contractor, delaying provision of information to the resident, and not addressing the…
202209547 Housing association
The landlord was found to have maladministration for its poor communication and delay following the resident's report that her garden was unsafe. It failed to update the resident after an inspection, failed to issue a…
202207363 Housing association
The Ombudsman found service failure in the landlord's handling of toilet repairs and bathroom adaptations due to poor communication and lack of updates, and service failure in complaint handling for not addressing…
202013956 Housing association
The landlord was found to have severe maladministration for taking 21 months to repair a roof leak, causing the property to become uninhabitable and causing significant distress to a vulnerable resident.…
202203493 Housing association
The landlord was found to have maladministration for delays and poor communication in handling the resident's requests for disability adaptations (an adapted bath and level access shower) recommended by her occupational…
202003454 Housing association
The Ombudsman found maladministration by Sovereign Housing Association for its failure to properly handle the resident's reports of anti-social behaviour, including threats and an alleged assault, during 2020. It also…
202014672 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's compensation claim about leaks that led to a decant. The landlord acted reasonably in investigating the leaks, referring the matter…
202116095 Housing association
The Ombudsman found that the landlord was delayed in completing garden safety repairs (taking around 12 months) and could have been more proactive, but the £650 compensation already offered for loss of amenity was…
202103368 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of an allergen in her property up to 15 April 2021. The landlord carried out an inspection that found no damp or mould,…
202122191 Housing association
The Ombudsman found maladministration by Sovereign Housing Association for its handling of a resident's reports of mould, damp and condensation from windows. The landlord delayed repairs for almost a year, failed to…
202114767 Housing association
The Ombudsman found maladministration by Sovereign Housing Association for failing to resolve damp and mould issues at the property for over two years, including repeatedly agreeing to and then cancelling repointing…
202011507 Housing association
The Ombudsman determined that the complaint about the landlord's handling of reports of fumes entering the resident's property was outside its jurisdiction, as it sought to raise again matters already decided upon in…
202101470 Housing association
The Ombudsman found maladministration in the landlord's handling of heating system repairs from May 2020 onwards and its associated compensation offer, as well as in its complaint handling and record keeping. The…
202101866 Housing association
The Ombudsman found no maladministration by Sovereign Housing Association in its handling of a resident's reports of a faulty gas meter. The landlord correctly advised the resident to contact his gas supplier as the…
202120855 Housing association
The Ombudsman found no maladministration by Sovereign Housing Association in its handling of a resident's complaints about a neighbour's dog and fence. The landlord took reasonable steps including warning letters,…
202121336 Housing association
The Ombudsman found no maladministration by Sovereign Housing Association in refusing the resident's request for battens to be installed, as the work was an improvement rather than a repair and the landlord was under no…
202115743 Housing association
The Ombudsman determined that the complaint about the safety of a water tank in the resident's former property was outside its jurisdiction because the resident only became aware of the issue after vacating the…
202011600 Housing association
The Ombudsman found service failure by Sovereign Housing Association for missing a scheduled pest control appointment and failing to rearrange it, and for poor record keeping. The landlord was ordered to pay £250…
202016492 Housing association
The Ombudsman found no maladministration by Sovereign Housing Association in its response to the resident's concerns about storing bicycles in the communal hallway. The landlord was entitled to enforce its…
202012067 Housing association
The Ombudsman found no maladministration by Sovereign Housing Association in handling the resident's request to be permanently rehoused. The landlord followed its policies, offered alternative options including a…
201914495 Housing association
The Ombudsman found maladministration by Sovereign Housing Association in its handling of the resident's anti-social behaviour reports. The landlord delayed unreasonably in considering initial reports, failed to carry…
202115437 Housing association
The Ombudsman found no maladministration by Sovereign Housing Association in its response to a shared-ownership leaseholder's report of a broken window during the defect period. The landlord reasonably referred the…
202007083 Housing association
The Ombudsman found no maladministration in how the landlord handled damp and mould repairs (delays were largely due to Covid-19) or the resident's rehousing request. However, there was service failure in complaint…
202014664 Housing association
The Ombudsman found service failure in four areas: roof repairs (landlord failed to arrange independent inspection as promised), external painting (significant delay of nearly a year), grounds maintenance (eight-month…
202106885 Housing association
The landlord agreed to install soundproofing in October 2020 but failed to communicate with the resident, manage expectations, or provide a timely complaint response. The Ombudsman found service failure and ordered £200…
202007515 Housing association
The Ombudsman found that the landlord offered reasonable redress (£250 compensation and apologies) for its inefficient handling of heating repairs, which involved unnecessary return visits and an operative error causing…
202010817 Housing association
The Ombudsman found service failure by Sovereign Housing Association for inadequately investigating a resident's reports of noise nuisance from a neighbour's six dogs, and for poor complaint handling due to lack of…
201910574 Housing association
The Ombudsman found reasonable redress for the landlord's handling of mould and damp (the landlord's £150 offer was accepted as satisfactory), but service failure for delays in addressing heating/hot water issues, tree…
202014317 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request for a gate to her shared garden. The landlord had no legal obligation to install a gate, and while its initial response was…
202016624 Housing association
The Ombudsman found no maladministration by Sovereign Housing Association in its decision to decline the resident's applications to purchase the property under the Preserved Right to Buy and Right to Acquire schemes.…
202005862 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports about ASB from her neighbour, but found service failure in the landlord's response to her transfer request due to a delay in…
202005644 Housing association
The Ombudsman found the complaint about pre-sale disclosure of a garden drainage issue was outside its jurisdiction, as disputes about information disclosed during a property sale are legal matters more appropriately…
202004908 Housing association
The Ombudsman found service failure by Sovereign Housing Association for not considering whether there was an underlying heat issue when the resident requested cooling equipment for his bathroom, and for not inspecting…
202012693 Housing association
The landlord agreed, following Ombudsman intervention, to carry out further adjustments to the living room door to stop cold air coming through the vents, which the Ombudsman found resolved the complaint satisfactorily.
202003404 Housing association
The Ombudsman found reasonable redress by the landlord regarding its handling of reported defects at a new-build property. While the resident reported 32 defects over seven months, most were handled within the…
202001875 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, as the one report within jurisdiction (June 2020) was responded to with a warning and a sound survey. However, the landlord was…
202005006 Housing association
The Ombudsman found no maladministration in the landlord's handling of an anti-social behaviour report against the resident. The landlord investigated appropriately, involved the police, visited the resident to hear his…
201907579 Housing association
The Ombudsman found no maladministration regarding the landlord's response to reports of flooding and water ingress, and no maladministration in complaint handling. The landlord was initially hampered by lack of access…
201914045 Housing association
The Ombudsman found that the landlord's handling of a pre-emption clause query during a shared ownership sale was not unreasonable, but there was an unexplained delay of around 2 months in progressing an estate rent…
201913564 Housing association
The Ombudsman found no maladministration by Sovereign Housing Association regarding the resident's complaints about flooring costs, garden gradient, and internet connection. The resident entered into the shared…
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