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 119 published decisions.
Sovereign Network Homes's maladministration rate (82%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202446672 Housing association
The Ombudsman found service failures in the landlord's handling of the resident's damp and mould reports: it did not carry out a specific damp and mould survey before the mutual exchange despite a known history, it…
202420358 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of drainage and repair issues. It accepted the landlord's failure to attend within its emergency timescale as a service…
202415627 Housing association
A shared-ownership leaseholder complained about the landlord's handling of enquiries about electric car charging points, parking enforcement, communal landscaping, a ULEV incentive scheme, a back door defect, and the…
202325540 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's emergency repair (a kitchen leak), as it was categorised and attended within its 4-hour emergency timescale. However, there was…
202230225 Housing association
The Ombudsman found the landlord's £495 offer for delays chasing the freeholder over leak repairs was reasonable redress, no maladministration in its handling of the compensation request, but service failure in…
202433680 Housing association
The Ombudsman found severe maladministration in the landlord's response to the resident's reports of damp and mould, which remained unresolved over a prolonged period with poor record keeping, inadequate communication…
202333482 Housing association
The Ombudsman found maladministration in the landlord's handling of a repair to the resident's balcony door, which took 290 days to replace, far outside its policy timescales for routine and complex repairs. The…
202326209 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's information requests about the communal heating and bin storage, as it failed to respond on numerous occasions and did not answer the…
202322657 Housing association
The complaint concerned the landlord's handling of leaks from the roof into a shared-ownership flat. The Ombudsman found reasonable redress: although the landlord's actions were consistently delayed and its…
202418022 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks and associated repairs. Although the landlord carried out inspections and remedial works, it failed to coordinate and…
202306022 Housing association
The resident complained about delays and missed appointments in the landlord's completion of bathroom repairs, the conduct of a staff member and call-centre communication, and the landlord's complaint handling. The…
202424745 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour. The landlord did not evidence that it completed a risk assessment or action plan, failed to keep proper…
202421228 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of a faulty balcony door, citing poor communication, a six-month delay in inspecting, failure to consider the expert repair…
202332361 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's bedroom window, which was stuck open causing draughts. There were at least six cancelled appointments, poor communication and…
202321413 Housing association
The complaint concerned the landlord's handling of repairs to the front of the building (loose brickwork/render). The Ombudsman found service failure: the landlord took around 76 weeks to complete the repair, well…
202315751 Housing association
The landlord's handling of the resident's report of a leak and of damp and mould and associated repairs amounted to reasonable redress, as its compensation offers were reasonable and in line with the remedies guidance.…
202315902 Housing association
The Ombudsman found reasonable redress by the landlord in both its handling of reports of repairs to the balcony door lock and its handling of the resident's complaint. The landlord did not follow its emergency repairs…
202328601 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak from the balcony above, and service failure in its handling of her complaint. The landlord took more than four months…
202343795 Housing association
The complaint about repairs to a bedroom light switch was outside the Ombudsman's jurisdiction (not brought to the landlord as a formal complaint within 12 months of the matter arising). There was service failure in the…
202313652 Housing association
The complaint concerned the landlord's handling of a valuation following a Right to Acquire application, the information it provided on its fees, and the associated complaint. The Ombudsman did not investigate the…
202318203 Housing association
The landlord took over 22 months to complete the internal and external works recommended to address the resident's reports of damp and mould, with poor communication, no early risk assessment, inadequate vulnerability…
202403595 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, and maladministration in its handling of the associated complaint. It ordered a written apology, a total of…
202330161 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp, mould and associated repairs, and maladministration in its complaint handling. It ordered a written apology, £1,451…
202340689 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of wet room repairs, citing considerable and repeated delays and poor workmanship from August 2022 to December 2023. The…
202315037 Housing association
The complaint covered two heads: the landlord's handling of the resident's GDPR/data request, which the Ombudsman found was outside its jurisdiction (falling to the ICO under paragraph 42.j), and the landlord's handling…
202331820 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, citing unreasonable delays (including a 7-month delay) and poor communication despite reassurances. It did…
202230265 Housing association
The Ombudsman found no maladministration in the landlord's handling of prolonged cladding remediation major works or its calculation of the disruption payment for temporarily rehousing the resident, as the landlord…
202339335 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reported repairs (a crumbling wall and guttering), the maintenance of the block (including resident engagement and cyclical decoration),…
202306025 Housing association
The Ombudsman found maladministration in the landlord's handling of and response to the resident's concerns about the safety of a carbon monoxide alarm (including poor record keeping, an order-raising error causing…
202232633 Housing association
The Ombudsman found service failure in the landlord's responses to the leaseholder's requests for information about the renewal of cavity wall insulation in his building. The landlord's communication and complaint…
202320827 Housing association
The Ombudsman found service failure in the landlord's handling of the leaseholder's reports of cold air entering his property, and in its handling of the complaint and level of compensation offered. While the landlord…
202306510 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about repairs to the gable end and groundworks to the garden, no maladministration in its handling of the request for replacement…
202306041 Housing association
The Ombudsman found severe maladministration in the landlord's response to long-standing leaks from the resident's adapted shower room and its compensation offer, and maladministration in its complaint handling. Full…
202304392 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak: while its initial response and emergency repairs were reasonable, it failed to assess the condition of the property or the impact of the water…
202217522 Housing association
The Ombudsman found maladministration in the landlord's handling of recurring roof leaks (over 9 months of leaks before roof replacement), its failure to replace a velux roof window for over a year, and its complaint…
202401659 Housing association
The Ombudsman found maladministration in the landlord's handling of window repairs. The resident reported faulty windows in October 2023, but despite multiple inspections, missed appointments and delays, no repairs had…
202310504 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the frequency of the communal cleaning contract, as it could not provide sufficient evidence that a weekly cleaning…
202331107 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould in the bedrooms — it failed to update the resident within its 2-week standard after inspections, had…
202326330 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request for a management transfer, as it failed to respond to the initial request and only provided information about a year later. It…
202341137 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reports of water ingress, damp and mould. Despite surveys recommending a roof investigation (scaffolding and water testing), the landlord failed…
202344420 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports about cold and a request for bedroom insulation, and service failure in its complaint handling. While there was no failing in…
202327775 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to external estate lighting (which took 13 months to restore) and in its handling of the associated complaint. The landlord had already offered…
202311429 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the fitting of his kitchen door (a protracted replacement process, failure to communicate a target completion date,…
202306986 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's report of damp and mould: there were failings (delays in repairs, missed appointments and delays identifying a bathroom leak), but the…
202323139 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's doorframes, doors and floorboards, and maladministration in its complaint handling. It ordered a written apology, £3,300…
202310482 Housing association
The resident complained about the landlord's handling of major roof works (including prolonged scaffolding) and associated remedial repairs to her flat. The Ombudsman found the landlord offered reasonable redress for…
202336875 Housing association
The Ombudsman found service failure in the landlord's response to the resident's request for a management transfer. It received the resident's information earlier than it acknowledged (April 2023 rather than June 2023),…
202225299
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: the resident’s reported repairs which included: the roof. the guttering and downpipe. windows throughout the property. the…
202319943 Housing association
The Ombudsman found the landlord's handling of the resident's reports of damp and mould to be reasonable redress: it accepted there were unreasonable delays in the repair service and poor communication, but its revised…
202309571 Housing association
The complaint concerned the landlord's handling of damp and mould in the resident's property. The Ombudsman found there were unreasonable delays in arranging a damp and mould inspection after further reports in 2023,…
202314090 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of leaks, damp and mould, and maladministration in its complaint handling. It identified unreasonable and unaccounted-for delays in addressing…
202325082 Housing association
The landlord's response to the resident's reports of multiple repairs following a mutual exchange was maladministration: it failed to complete repairs in line with its repairs and maintenance policy timescales, kept…
202347567 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, and maladministration in its handling of the associated complaint. It ordered an apology, £450 in…
202308206 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of fire door safety concerns. The landlord failed to communicate fairly about the communal fire doors, did not demonstrate a…
202318926 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of problems with the property (cavity wall insulation, formaldehyde levels and damp and mould), as it took appropriate and proportionate…
202317640 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise caused by a faulty automatic opening vent (AOV) panel. Although response times were in line with its repairs policy,…
202313853 Housing association
The Ombudsman found severe maladministration in the landlord's response to the resident's reports of damage to the front door and associated safety and safeguarding concerns, and maladministration in its handling of the…
202320450 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, its repairs to the windows, and its handling of the associated complaint. The landlord was ordered to apologise, inspect and…
202305649 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak in the resident's kitchen (112 days to complete a relatively straightforward repair, with repeated misdiagnoses and poor communication) and in…
202301357
The Ombudsman found maladministration, mediation settlement, service failure, reasonable redress in the landlord’s handling of the landlord’s: Response to damp and mould. Response to repair issues including the…
202314764 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a leak that continued for nearly nine months, causing severe damage to a vulnerable resident's home, and maladministration in its complaint…
202300111 Housing association
The Ombudsman found maladministration in the landlord's handling of the damp and mould report of November 2022 (it acted promptly on repairs but failed to communicate and answer callbacks) and in its complaint handling…
202230369 Housing association
The Ombudsman found maladministration in the landlord's record keeping and its handling of a 27-week loss of central heating caused by a dispute with the managing agent over HIU repair responsibility, ordering £1,262.21…
202308840 Housing association
The complaint concerned the landlord's response to reports of disrepair including damp and mould. As the resident had issued a County Court claim in respect of the same disrepair, the Ombudsman determined the complaint…
202303563 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould and associated outstanding repairs, in its complaint handling, and in its record keeping. It ordered the…
202301684 Housing association
The Ombudsman found service failure in the landlord's handling of queries about a service charge increase, its handling of the resident's request for the landlord to buy back her leasehold property, its handling of the…
202325277 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould at the resident's assured tenancy property, with works recommended by a surveyor remaining outstanding and the property left…
202227310 Housing association
The Ombudsman found maladministration in the landlord's delayed handling of damp and mould reports (missed and repeated surveys before a decant), service failure regarding its response to health concerns and its…
202313628 Housing association
The Ombudsman found reasonable redress in the landlord's handling of repairs to the boiler, as the £220 compensation it offered in its stage 2 response was proportionate to the distress and inconvenience caused by…
202224013 Housing association
The Ombudsman found service failure in the landlord's handling of a window repair that took 4 months to complete, and maladministration in its complaint handling due to lengthy unexplained delays at both stages. It…
202232195 Housing association
The Ombudsman found maladministration in the landlord's handling of the window repairs, its response to reports of damp and mould, and its complaint handling (including the level of compensation offered). The landlord…
202302717 Housing association
The landlord took around 8 months to deal with a roof leak causing water ingress, damp and mould to a top-floor flat, with an initial repair delayed by 7½ weeks and a 3-month delay to an asbestos test before repairs…
202222809 Housing association
The Ombudsman determined that the resident's complaint about liability for service charges predating his purchase fell outside its jurisdiction as it was better suited to the First Tier Tribunal.
202222407 Housing association
The Ombudsman found the landlord's redress for heater repairs and heating refund was reasonable, but there was service failure in its complaint handling, ordering an apology, £75 compensation and staff reminders.
202234157 Housing association
The Ombudsman found service failure in the landlord's response to concerns about the communal grassed area (including poor communication and lack of clarity over maintenance responsibilities, though the decision-making…
202220635 Housing association
The Ombudsman found severe maladministration for the landlord's handling of damp and mould in the basement, and maladministration for ventilation issues, a bathroom leak causing water to enter the kitchen, cracks on…
202304408 Housing association
The complaint concerned the landlord's clearance of personal items from a communal car park (without notice) and damage to the resident's bicycle, plus its complaint handling. The Ombudsman found reasonable redress on…
202234968 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs, specifically its failure to adequately investigate the cause of damp and the prolonged, poorly managed handling of defective and…
202228372 Housing association
The Ombudsman found severe maladministration in the landlord's prolonged failure to identify and resolve rising damp and mould affecting a resident's bedrooms, and maladministration in its complaint handling. It ordered…
202234046 Housing association
The Ombudsman found maladministration in the landlord's identification of a bathroom leak (its contractor failed to remove existing flooring as instructed), its handling of the resident's request for a bath recommended…
202231810 Housing association
The Ombudsman found maladministration in the landlord's handling of a complaint about heating, damp and mould repairs, given a 64-week delay to conclude the complaint and persistent confusion over its status, with no…
202214159 Housing association
The Ombudsman found no maladministration in the landlord's response to ASB (cannabis smoking and nuisance children) and items dumped in the bin store, as the landlord took reasonable steps within its powers. However,…
202121137 Housing association
The Ombudsman found maladministration by Sovereign Network Homes for failing to properly investigate and resolve the resident's complaints about estate services (communal window cleaning and grounds maintenance) paid…
202213941 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp, mould and water ingress at a shared ownership property, due to excessive delays, poor communication, and ineffective contractor…
202224092 Housing association
The Ombudsman found severe maladministration in the landlord's response to reports of damp and mould and to outstanding repairs including a back door, radiators and windows, which it wrongly claimed had been replaced,…
202108328 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, cracks in the wall, and communal door repairs. The landlord responded promptly to ASB, took legal action, offered weekly calls, and…
202220542 Housing association
The Ombudsman found maladministration by Sovereign Network Homes for its handling of kitchen repairs and its complaint handling. The landlord failed to ensure the kitchen met its empty homes standard before a mutual…
202209641 Housing association
No maladministration in letting the flat; maladministration in ASB handling (failures in risk assessment, support for suicidal resident, sound insulation); service failure in discrimination response; maladministration…
202222699 Housing association
The Ombudsman found several aspects of the complaint outside its jurisdiction, but found maladministration in the landlord's handling of electrical testing appointments due to poor complaint investigation and record…
202204756 Housing association
The Ombudsman found maladministration in the landlord's response to reports of structural cracks and handling of remedial works, and severe maladministration in its complaint handling. The landlord kept the resident…
202215203 Housing association
The Ombudsman found no maladministration in the landlord's handling of kitchen ceiling repairs and the kitchen replacement request, but found service failure regarding bathroom ceiling repairs where the landlord failed…
202209696 Housing association
The Ombudsman determined that the complaint about the landlord's handling of the resident's rent account and resulting legal action for rent arrears was outside its jurisdiction, because the resident had the opportunity…
202220575 Housing association
The landlord took approximately 37 weeks to complete rodent proofing works after the resident reported vermin. The Ombudsman found the landlord's offer of £565 compensation was reasonable redress that resolved the…
202224354 Housing association
The Ombudsman found the landlord's £50 offer over hedge maintenance responsibilities amounted to reasonable redress, but found service failure in its complaint handling, ordering a further £100 compensation.
202207035 Housing association
The Ombudsman found maladministration in the landlord's handling of noise nuisance/ASB reports (delayed visits, failure to consider disability), communal grounds maintenance (inadequate investigation and resolution),…
202212307 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of mechanical ventilation issues, various repairs, staff conduct, and ASB allegations, as well as its complaint handling. One…
202214095 Housing association
The Ombudsman did not investigate the complaint about parking information as it relates to the property sales process, which is a legal matter for the courts. Regarding snags and defects, the landlord initially failed…
202222058 Housing association
The Ombudsman found service failure over prolonged heating outage delays and inadequate compensation, and maladministration over a slow-resolved humming noise from a plant room, ordering total compensation of £1,440…
202216167 Housing association
The Ombudsman found maladministration for the landlord's handling of a bathroom leak and resulting dining room ceiling repair, which took nearly 10 months to complete with missed opportunities to identify a secondary…
202124797 Housing association
The Ombudsman found maladministration for the landlord's poor record keeping and handling of the resident's reports of ASB, drug use and noise nuisance; service failure for complaint handling; and maladministration for…
202217762 Housing association
The landlord was found to have service failure for repeatedly sending incorrect service charge demands to an assured tenant whose tenancy did not allow service charges, causing distress and inconvenience including…
202220507 Housing association
The landlord accepted it provided a poor service in handling repairs to the resident's entrance doors, with multiple failed appointments, incorrect work, and poor communication. It apologised, completed the repairs, and…
202219913 Housing association
The Ombudsman found maladministration for the landlord's failure to retain CCTV footage requested by police following a resident's burglary, due to delays and poor communication. Service failure was found for the…
202123467 Housing association
The Ombudsman found reasonable redress by the landlord for delays in repairing a leaking balcony that caused a ceiling collapse, as the landlord acknowledged failings and offered £550 compensation. However,…
202221533 Housing association
The Ombudsman found the landlord's £65 offer for poor communication about a boundary fence dispute was reasonable redress, and its conclusion that the fence was not a health and safety hazard was reasonable.
202218988 Housing association
The landlord was found to have maladministration for failing to proactively investigate and resolve persistent communal lift breakdowns over a 12-month period, only acting after the resident's formal complaint. The…
202208966 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's request for a disabled parking space. The landlord had no contractual obligation to provide a space, the available spaces were…
202126818 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request to move home due to unclear communication and failure to make reasonable adjustments for the resident's dyslexia, and…
202126632 Housing association
The Ombudsman found that the landlord's £10 compensation offer for a missed communal light repair appointment resolved the complaint satisfactorily (reasonable redress). However, the landlord's failure to handle the…
202216523 Housing association
The landlord raised the resident's expectations by starting driveway repairs, then paused them due to confusion over responsibility. It acknowledged its errors, apologised, completed a full driveway renewal, and offered…
202125306 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of condensation-related repairs to the resident's windows and basement. The landlord acknowledged significant delays, poor communication,…
202211480 Housing association
The Ombudsman found service failure by Sovereign Network Homes in its handling of interior leaks and several repairs (faulty window handles, dripping hot water, broken extractor fans). The landlord delayed repairs,…
202122676 Housing association
The Ombudsman found service failure in the landlord's handling of pigeon ingress reports (delays in sealing entry points, inadequate consideration of the resident's health and loss of balcony use), and maladministration…
202116990 Housing association
The Ombudsman found no maladministration in the landlord's management of communal areas (grounds, cleaning, repairs, costs) as it investigated concerns and took appropriate action. However, there was maladministration…
202117588 Housing association
Maladministration for noise transference handling (3.5-year floorboard repair delay, poor record-keeping, unmet expectations) and complaint handling (failure to register complaints, no acknowledgements, insufficient…
202113716 Housing association
The Ombudsman found maladministration in the landlord's response to reports of anti-social behaviour, as it took three months to contact the resident and agree an action plan after a serious incident, failing to follow…
202128502 Housing association
The Ombudsman found maladministration by Sovereign Network Homes for its poor response to a resident's requests for compensation following damp and mould caused by a leak from a neighbouring property. The landlord took…
202127215 Housing association
The landlord offered reasonable redress for its handling of the resident's enquiries about a disputed communal electricity service charge of £747 (up from ~£25), where it was slow to investigate and failed to detect the…
202015554 Housing association
The Ombudsman found no maladministration on all three complaint heads: the landlord took reasonable steps to accommodate the resident's request for electronic communication despite occasional hard copy errors; the…
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.