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 155 published decisions.
Sovereign Network Group's maladministration rate (85%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202538775 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's repeated reports of roof leaks (delays, failed repairs, inadequate record-keeping and a lack of proactive updates) and service failure…
202411323 Housing association
The Ombudsman found maladministration in the landlord's handling of flooring repairs (delays in raising and completing the repair, repeated missed appointments, unclear communication, and failure to investigate reported…
202541699 Housing association
The Ombudsman found service failure in the landlord's handling of damp and mould reports (minor delays completing external work), and maladministration in its handling of drainage and ventilation repairs (delays…
202526712 Housing association
Maladministration was found in the landlord's handling of subsidence works (ongoing since early 2023 with significant delays, poor oversight and communication) and in its complaint handling (delayed logging, limited…
202408355 Housing association
The landlord offered reasonable redress for its response to the resident's request for a gate key fob, having awarded £250 in compensation. However, there was maladministration in the landlord's complaint handling for…
202348271 Housing association
The landlord made reasonable offers of redress which resolved errors in its handling of the resident's reports of a roof leak and associated repairs, and its complaint handling. The Ombudsman made no orders but…
202518274 Housing association
The landlord offered reasonable redress for its handling of the resident's reports of repairs (damp, dry rot and a trip hazard) and the subsequent complaint. It accepted unreasonable delays and poor communication,…
202330492 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports about the front door opening, as it responded appropriately and identified a viable solution. However, it found…
202432828 Housing association
The Ombudsman found service failure by the landlord in its response to the resident's concerns about being charged twice for External Management Costs in their 2023-2024 service charge actuals. While the landlord's…
202533249 Housing association
Maladministration was found in the landlord's handling of the resident's reports of damp, mould and follow-on repairs due to delays beyond its Repairs Policy timeframes, poor communication, and failure to consider the…
202542993 Housing association
Service failure was found in the landlord's handling of the replacement of a communal entrance door. The landlord accepted significant delays at stage 2 and offered compensation, but failed to complete the replacement…
202504481 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a kitchen window handle and draughts from windows and doors, due to unreasonable delays and failure to consider the resident's reports of…
202515916 Housing association
The complaint concerned the landlord's communication with the resident about his request for solar panels, plus the landlord's handling of his complaint. The Ombudsman found reasonable redress on both heads: the…
202539137 Housing association
Severe maladministration found in the landlord's handling of the resident's reports of damp and mould, including delayed inspections, poor communication, failure to consider habitability and Awaab's Law obligations, and…
202317025 Housing association
Maladministration was found in the landlord's handling of tree works and associated damage to belongings, and in its handling of the associated complaint. The landlord failed to communicate the change in scope of works,…
202453223 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of repair issues, damp and mould in the bathroom, and service failure in its complaint handling. The landlord failed to resolve…
202503918 Housing association
Service failure was found in the landlord's handling of communal grounds maintenance due to inadequate record keeping and unclear completion of commitments. Maladministration was found in complaint handling because the…
202514382 Housing association
The Ombudsman found maladministration in the landlord's handling of the shower chair, service failure in its handling of the faulty shower pump, no hot water, and the complaint, and no maladministration regarding…
202227398 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise, due to delays in accessing sound monitoring data and record keeping failures, but no maladministration in the handling…
202401272 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a roof leak and ceiling collapse (its £500 offer was proportionate but it failed to honour a commitment to consider further compensation), service…
202345806 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about the affordability of the property, as its advice and signposting were reasonable. However, it found maladministration…
202410370 Housing association
Service failure was found in the landlord's handling of pest control in the resident's property, where recurring mice sightings persisted over an extended period and the landlord could have done more to consult…
202413383 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about security staff conduct, and no maladministration in its complaint handling. However, it found service failure in the…
202504219 Housing association
The Ombudsman found maladministration in the landlord's response to outstanding repairs throughout the property and in its complaint handling, service failure in its response to reports of a pest infestation, and no…
202533132 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, where repair work was delayed over 3 months outside policy timescales and remedial work remained outstanding 7 months after…
202531211 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, which were ongoing since 2017 and not resolved until January 2026, due to repair delays, poor record keeping…
202335097 Housing association
The complaint about the landlord's handling of the resident's concerns about rent arrears was resolved with the Ombudsman's intervention. The landlord agreed to apologise, pay £150 compensation, and provide a full…
202331437 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of missing post or reports of ASB, but found maladministration in its complaints handling. The landlord had opportunities in March and…
202334235 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise, where it delayed action and missed opportunities to assess the noise and its impact, and in its complaint handling,…
202526784 Housing association
The Ombudsman found service failure in the landlord's handling of reports of safety concerns due to unclear, inconsistent and significantly delayed communication about a safeguarding referral, which undermined the…
202403104 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a pest infestation and a roof leak, due to avoidable delays, repeated missed appointments, inconsistent communication and poor…
202323128 Housing association
The Ombudsman found maladministration in the landlord's response to reports of antisocial behaviour, no maladministration in its handling of the resident's request to put gravel in the front garden, and service failure…
202527805 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of repairs to a bedroom window and balcony door, which remained unresolved after around three years, and service failure in its…
202520008 Housing association
The Ombudsman found maladministration in the landlord's handling of hot water repairs due to excessive delay, poor coordination and failure to monitor the repair, which remained unresolved for many months. No…
202418080 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould — it failed to follow its damp and mould policy, gave no timeframe for work, missed repairs recommended in its…
202341125 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's service charge concerns (it reviewed the charges, obtained an updated meter reading and reduced them), but found service failure in…
202416965 Housing association
Maladministration in the landlord's handling of reports of a vibrating noise in a new build property, due to lack of first-hand evidence, unclear decision not to arrange a specialist noise test, failure to inspect, and…
202404566 Housing association
The Ombudsman found maladministration in the landlord's handling of a lift repair — it could not evidence adequate safeguarding of a vulnerable household, failed to take forward its commitment to provide temporary…
202341831 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould, due to unreasonable overall delay, failure to follow its damp and repairs policies, failure to consider the…
202520357 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of water ingress and subsequent damp, mould and electrical hazards, and service failure in its handling of the complaint. It…
202519869 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of ASB and noise, but found a service failure in the associated complaint handling due to a stage 2 delay and a discrepancy…
202428087 Housing association
The Ombudsman found maladministration in the landlord's handling of concerns about guttering, drainpipes and French drains, damp and mould, and the associated complaint. It ordered the landlord to apologise, pay…
202426955 Housing association
The Ombudsman found service failure in the landlord's handling of reports of faulty smoke alarms in the resident's building: parts of its response were reasonable (it arranged a fire risk assessment and liaised with the…
202400248 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of garden flooding and resulting damp, because it failed to inspect to identify the cause and instead placed the burden on the…
202436875 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's mutual exchange application, as its refusal notice failed to comply with the Housing Act 1985 requirements, did not correctly apply the…
202513424 Housing association
The Ombudsman found maladministration in the landlord's handling of pest reports, due to lengthy delays, minimal action, poor monitoring of repairs and poor communication, and maladministration in its complaint handling…
202443674 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the guttering and drainage and associated damp and mould, which remained unresolved for at least three years with missed/cancelled…
202339192 Housing association
The Ombudsman found reasonable redress for the landlord's handling of window repairs and washing machine hot water concerns, service failure for the intercom repairs, and no maladministration for the associated…
202423694 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould and a sewage smell, and in its handling of the resident's complaints. It ordered the landlord to apologise, pay £600…
202408285 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about rotting fascias and soffits, which took nearly 6 years to reach completion due to repeated timescale breaches, delays in…
202342744 Housing association
The landlord issued a revised service charge estimate for 2022-2023 that omitted reserve fund, refuse and communal maintenance charges, later reconciling accounts and charging an additional £393.65. The Ombudsman found…
202331542 Housing association
The Ombudsman found no maladministration in the landlord's handling of service charge concerns and its complaint handling, but found maladministration in its handling of defects and repairs. The landlord failed to…
202452934 Housing association
The Ombudsman found maladministration in the landlord's handling of leaks, damp and mould in the property, and maladministration in its handling of the complaint. It ordered the landlord to apologise, pay £3,010 in…
202508328 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of water ingress and associated repairs, due to avoidable delays, missed appointments, poor communication, and a failure to…
202442624 Housing association
The Ombudsman found service failure in the landlord's response to reports of noise nuisance from floorboards in the property above, due to significant delays in carrying out repairs and pursuing access, and for telling…
202415333 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a leak and the associated damage, where there were significant delays before the repairs were completed, and no maladministration in its complaint…
202449924 Housing association
There was maladministration in the landlord's management of repairs and the underlying causes of damp and mould and rodent infestation, and service failure in its complaints management. The landlord was ordered to…
202505611 Housing association
The complaint concerned the landlord's handling of damp and mould caused by garden flooding and the related repairs. Following the Ombudsman's intervention, the landlord agreed to pay the resident £700 compensation…
202421437 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould, which remained unresolved from June 2023 to December 2025, citing delays, shortfalls in record-keeping and communication, a failure to…
202427549 Housing association
The Ombudsman found service failure in the landlord's response to the resident's request to install a radiator in the WC, as it did not address the resident's concerns about incorrect information and poor communication…
202507005 Housing association
The Ombudsman found maladministration in the landlord's response to reports of a leak (it did not follow its escape of water escalation process, failed to monitor contractors, failed to consider a timely decant, gave…
202504006 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould and guttering repairs, including significant delays in inspection, identifying the root cause and completing the repair, a failure to…
202403659 Housing association
The landlord made an offer of reasonable redress resolving the complaint about its handling of reports of a leak, having acknowledged delays in repairing the leak and damage, and offered £675 compensation. No…
202413879 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould, which were first reported in January 2023 but not effectively addressed, with delayed and incomplete repairs.…
202440105 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould — significant delays, lack of oversight of contractors, poor record keeping and communication, and a failure to consider…
202334016 Housing association
The Ombudsman found the landlord offered reasonable redress in its handling of the resident's concerns about street lighting and signage on a new-build development, but found service failure in its handling of the…
202508050 Housing association
The Ombudsman found reasonable redress in the landlord's handling of reports of a leak over the front door and in its handling of the complaint. The landlord acknowledged delays and poor communication, apologised and…
202452283 Housing association
The Ombudsman found reasonable redress by the landlord in both its handling of the resident's reports of antisocial behaviour (ASB) and its handling of the resident's complaint. The landlord acknowledged it had not…
202506468 Housing association
There was maladministration in the landlord's response to the resident's request to be placed in a higher bidding band, as it failed to consider all evidence and family circumstances and did not communicate its banding…
202509495 Housing association
The Ombudsman found maladministration in the landlord's response to roof repairs and to reports of damp and mould, no maladministration in its response to the resident's Right to Buy application, and reasonable redress…
202444532 Housing association
The Ombudsman found maladministration in the landlord's response to reports of ASB (including failure to complete a risk assessment, inadequate record keeping and failure to set expectations) and maladministration in…
202331886 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a roof leak (a significant delay in completing roof repairs, around 7 months, and a failure to put things right at the time)…
202430266 Housing association
The resident complained about the landlord's response to her request for garden maintenance support and about the associated complaint handling. The Ombudsman found no maladministration in either: the landlord…
202316658 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of ASB and associated fencing repairs (it did not clearly say whether reports were treated as ASB, did not fully respond to…
202511615 Housing association
The Ombudsman found no maladministration in the landlord's handling of damp and mould, adaptation requests, a rehousing request, and the complaint. The landlord made repeated efforts to engage, offered reasonable…
202404522 Housing association
There was reasonable redress in the landlord's handling of reports of damp and mould in a bedroom, where the landlord delayed repairs but apologised, completed the work and offered compensation of £1,080 (in line with…
202440772 Housing association
The resident asked the landlord for a permit to use an on-street disabled parking bay. The landlord declined in line with its parking policy, which only permits one space per household and excludes properties with their…
202400986 Housing association
The Ombudsman found service failure in the landlord's handling of fence repairs due to a 3-month delay in completing follow-up works on a fence that posed a security risk, alongside communication failures. No…
202339751 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's sink and drainage repair, which took approximately 8 months to resolve against a 1-month target, with poor communication, monitoring and…
202337749 Housing association
The Ombudsman found service failure in the landlord's handling of a leak reported by a shared owner, which took around 18 months to fix and a further 6 months to repair the resulting ceiling damage — over two years in…
202341372 Housing association
There was service failure in the landlord's handling of repairs to the garden fencing, with an unacceptable delay (around 1 year 8 months) and poor communication. There was reasonable redress for the landlord's handling…
202337797 Housing association
The Ombudsman found maladministration in the landlord's response to damp and mould, as it did not consider household vulnerabilities, did not inspect promptly, took over 10 months to complete the required works, and did…
202451134 Housing association
The Ombudsman found reasonable redress in the landlord's response to a roof leak and associated damp (which the lease made the resident responsible for), but service failure in its handling of reports about staff…
202421526 Housing association
The Ombudsman found maladministration in the landlord's handling of leak repairs (a severe leak took over 2.5 months and at least 9 contractor attendances to fix, with inadequate oversight of contractors and poor…
202429937 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's guttering repairs enquiry, its handling of the request for a service charge breakdown and value-for-money evidence, and its handling of…
202335025 Housing association
The complaint about the landlord's handling of a leak from the resident's water heater was resolved with the Ombudsman's intervention. The landlord agreed to apologise for delays in replacing the heater and to pay a…
202421481 Housing association
The Ombudsman found maladministration in the landlord's handling of a query about the resident's rent account, as it failed to fully investigate the query or explain why it could not do so. It also found service failure…
202502180 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about energy efficiency works and reports of excessive cold (it did not address the cold concern until stage 2 and had not dated…
202323132 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's antisocial behaviour reports and maladministration in its complaint handling. The landlord was ordered to apologise, pay £425…
202417641 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of roof repairs and damp and mould, and maladministration in its handling of the associated complaints. It ordered the landlord…
202348390 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's rent account and the accuracy of information it provided — it failed to respond to emails, sent warning letters threatening possession…
202501012 Housing association
The Ombudsman found severe maladministration in the landlord's response to reports of a roof leak, blocked gutters and damp and mould in the resident's flat. The landlord did not meet its repairs targets, completed the…
202448707 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports, the brickwork and drainage repairs, and the associated complaint; service failure in the handling of the kitchen…
202428352 Housing association
The Ombudsman found maladministration both in the landlord's handling of a leak causing damp (repeated delays and failure to progress the investigation, with a disproportionate £175 offer) and in its complaint handling…
202501881 Housing association
The Ombudsman found maladministration in the landlord's handling of a repair to a leak into the resident's flat. The landlord failed to progress the repair within a reasonable time, failed to act on access issues for…
202430258 Housing association
The landlord took around 18–20 months to replace the resident's front and back doors, well beyond its 38-day non-emergency repairs target, and created confusion by first saying it would repair rather than replace them.…
202419189 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of rising damp and associated repairs, primarily due to its delay in investigating whether a section 20 notice was required…
202417316 Housing association
The landlord's handling of the resident's reports of anti-social behaviour, discrimination concerns and request for a different neighbourhood officer amounted to maladministration. It failed to demonstrate it provided…
202405516 Housing association
The Ombudsman found maladministration in the landlord's handling of the leaseholder's reports of water ingress and associated repairs, citing excessive delays, inadequate oversight and poor record-keeping, which…
202323648 Housing association
The Ombudsman determined that the landlord made an offer of redress prior to investigation which satisfactorily resolved the resident's complaints about repairs and compensation (patio doors; gate and intercom; water…
202444520 Housing association
The Ombudsman found maladministration in the landlord's handling of a shower rail repair: a routine repair that should have been completed within 38 days took 10 months, with repeated missed appointments, poor…
202338287 Housing association
The Ombudsman found service failure in the landlord's response to a leaseholder's concerns about communal cleaning and the associated repairs. The landlord accepted the cleaning fell below standard but failed to offer…
202329702 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of defects (an uneven floor and a kitchen unit) and service failure in its response to reports of noise nuisance. The landlord…
202449999 Housing association
The Ombudsman found maladministration in the landlord's handling of insulation works (over 11 months of delay, poor contractor management and unfulfilled commitments), service failure in its handling of the replacement…
202343694 Housing association
The Ombudsman found maladministration in the landlord's handling of hot water outages, heating issues and its complaints handling. The landlord was slow to address the hot water system (which left the resident without…
202440787 Housing association
The Ombudsman found maladministration in the landlord's handling of the installation of external wall insulation (significant delays from July 2022 to May 2024 and poor communication) and in its handling of reports of a…
202422680 Housing association
The complaint concerned the landlord's response to the resident's concerns about the conduct of its contractor's operative who attended a neighbouring void property. The Ombudsman found the landlord appropriately…
202307583 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about the condition of the property and repairs needed (including the roof, damp and mould, missing window lintels and the…
202449233 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's report of a leak coming through the kitchen ceiling into the electrics. The leak remained unresolved over a year later, with poor record…
202503528 Housing association
The landlord offered redress before the investigation which the Ombudsman found satisfactorily resolved the complaint about its handling of the resident's shed roof leak reports. However, there was a service failure in…
202450540 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak affecting her flat: it failed to progress repairs in line with its policy, did not support the resident to remain in a…
202336504 Housing association
The resident (a leaseholder) complained about the landlord's handling of his dissatisfaction with communal electricity service charges. The Ombudsman found service failure in the landlord's response after March 2022…
202414162 Housing association
No maladministration was found in the landlord's handling of the resident's reports of the intercom system not working, as the landlord appropriately investigated with its contractor and manufacturer. However, service…
202400635 Housing association
Service failure was found in the landlord's handling of the resident's reports of noise and ASB due to warning letters issued without proper approval, staff changes, missed appointments and inconsistent communication…
202327877 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's wet room shower, which took over five months to complete, and in its handling of the associated complaint. The landlord…
202225562 Housing association
The Ombudsman found the landlord's offer of £10 compensation for a missed contractor appointment amounted to reasonable redress for the resident's complaint about contractor conduct.
202347376 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould. It did not prioritise works until 91 days after the initial report and did not complete a mould wash until…
202324281 Housing association
The Ombudsman found a service failure in the landlord's decision to send the resident a legal letter threatening action over access to paint a fire door, which was disproportionate and failed to account for the…
202335064 Housing association
The Ombudsman found service failure in the landlord's handling of the replacement of the resident's kitchen flooring (delays, failure to prioritise in line with its repairs policy given a vulnerable household member,…
202442392 Housing association
The landlord's response to the resident's reports of a leaking roof, damage to personal items and resulting damp and mould amounted to maladministration, given the ongoing leak, the 8-month delay in advising it had not…
202331273 Housing association
The complaint concerns the landlord's handling of the resident's request to remove a joint tenant's name from his assured tenancy. The Ombudsman found no maladministration: the landlord's position that it could not…
202419125 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp, mould, and associated window and door issues, citing poor communication, lack of an action plan, missed policy…
202304283 Housing association
The landlord failed to repair or replace the resident's leaking windows for over two years, with delays at inspection, inaction after inspections and failure to act after the section 20 notice expired, and it also took…
202440510 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and leaks, with significant delays of around a year before any work was progressed to the roof and windows, and in its…
202419762 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's ASB reports: while it acted reasonably overall (multi-agency approach, mediation, keeping the resident informed), it failed to follow up…
202437640 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a leak, damp and mould, and service failure in its complaint handling. The property was a new build still within the…
202311949 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the condition of the garden (drainage/flooding) from April 2023 onwards, including an unreasonable delay of around 7…
202314646 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould, service failure in its handling of repairs to doors, internal cracks and external brickwork, and service…
202336810 Housing association
The Ombudsman found maladministration in the landlord's handling of a wet room pump repair (delayed by around 3 months) and in its response to long-running damp and mould, including delays in establishing the cause and…
202330557 Housing association
The resident complained about the landlord's handling of a rodent infestation affecting her property. Because the subject matter had been progressed as a housing conditions claim in the county court, and because the…
202430171 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of a leak around his living room window causing damp, because of delays and poor communication, and service failure in its…
202400099 Housing association
The Ombudsman found maladministration in the landlord's handling of works concerning damp and mould, ordering a written apology and £650 additional compensation plus an independent surveyor inspection and a household…
202418190 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (a wrongly booked appointment cancelled at short notice, unexplained hold on works, a surveyor attending at…
202338588 Housing association
The complaint concerned the landlord's handling of the resident's request for trees to be cut back. The Ombudsman found no maladministration: the landlord's tree inspections were in line with its tree management policy,…
202415159 Housing association
The landlord failed to properly investigate and communicate fire door compliance concerns, giving conflicting information over more than two years and being unable to demonstrate the flat doors were compliant despite a…
202339788 Housing association
The Ombudsman found maladministration in the landlord's handling of roof and gulley repairs, due to an excessive delay in completing the required works, and maladministration in its complaint handling. It ordered an…
202324625 Housing association
The complaint concerned the landlord's response to the resident's report that his Velux window blind was broken, and its complaints handling. The Ombudsman found the landlord made a reasonable offer of redress on the…
202318094 Housing association
The complaint concerned the landlord's response to repeated reports of water coming into the resident's flat and its complaint handling. The Ombudsman found reasonable redress for the water-ingress handling (the…
202308787 Housing association
The Ombudsman found service failure in the landlord's response to the resident's contact centre communication, maladministration in its handling of concerns about the resident's tenancy conduct, maladministration in its…
202329310 Housing association
The Ombudsman found maladministration in the landlord's handling of a recurring roof leak and its repair and replacement, and maladministration in its complaint handling. It ordered an apology and £850 compensation,…
202302422 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's reports of loss of heating and hot water (the heat pump was repaired and energy costs addressed), but found service failure…
202332465 Housing association
Service failure found in the landlord's handling of damp and mould reports, and maladministration found in its handling of drainage repairs/rat infestation and in its complaint handling. The landlord was ordered to pay…
202340976 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's leak reports and associated request for a temporary decant, and in its complaint handling. The landlord's handling of a 2023…
202315568 Housing association
The landlord told the resident he was shortlisted for a property transfer, then retracted the offer after an internal error meant a higher-priority applicant had been missed. It apologised within 24 hours of the error;…
202300796 Housing association
The complaint concerned the landlord's handling of a resident's reports of a smell in the property. The Ombudsman found no maladministration: the landlord worked with the developer during the defects period, arranged…
202200747 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour. The landlord took reasonable and appropriate steps including mediation, acceptable behaviour…
202407108 Housing association
The Ombudsman found maladministration in the landlord's handling of concerns about subsidence, the kitchen flooring and a leak, and in its handling of the complaint, citing failures to clearly communicate, provide…
202222122 Housing association
The Ombudsman found the landlord's £750 compensation offer for delays and poor communication repairing a drainage pump in a wet room used by a disabled household member was reasonable redress, but found service failure…
202407321 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould and various works to the property, and maladministration in its handling of the associated complaint. The landlord delayed…
202327333 Housing association
The landlord's contractor misdiagnosed the cause of a leak and the landlord did not fairly consider the resident's counterevidence, causing the resident to incur unnecessary plumber's costs. There was maladministration;…
202220497 Housing association
Three issues outside jurisdiction (not complained within 12 months). Eleven issues resolved with intervention: landlord accepted failings, apologised, offered £7,574 compensation and committed to outstanding repairs.…
202301929 Housing association
The Ombudsman found service failure in the landlord's response to reports of fence and tree damage, and maladministration in its handling of the associated formal complaint due to a significantly delayed stage 1…
202233938 Housing association
The landlord provided reasonable redress for its handling of the resident's reports of damaged flooring following a leak, but there was maladministration in its handling of the resident's request for information about…
202204683 Housing association
The landlord took 8 appointments to fix a leak and delayed ceiling repairs, causing inconvenience to the resident. The Ombudsman found service failure for the repairs and maladministration for the landlord's complaint…
202306221 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's garden (delays of over 6 months, no make-safe visit, failure to apply its vulnerability policy) and to the back door (works…
Landlord Monitor feature
Landlord Monitor tracks your organisation's record, benchmarks you against peers and sends early-warning alerts the moment a new determination is published.