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 44 published decisions.
Thames Valley Housing Association Limited's maladministration rate (61%) is broadly in line with the average for housing association (64%) across published Ombudsman determinations.
202128369 Housing association
The Ombudsman found that the landlord's handling of the resident's EWS1 form request for staircasing was resolved by the landlord's offer of £100 compensation for poor communication, which was reasonable redress.…
202115633 Local authority / ALMO / TMO
The Ombudsman found no maladministration for repairs to the communal door and for handling of parking concerns, but found maladministration for the delay in completing the annual deep clean of communal areas (over two…
202118215 Housing association
The Ombudsman found that the landlord made an offer of reasonable redress prior to investigation, resolving the complaint about delays in the resident's move to a new property. The landlord offered £350 compensation and…
202014178 Housing association
The Ombudsman found maladministration by Thames Valley Housing Association for its handling of a resident's noise nuisance reports and its complaint handling. The landlord failed to properly investigate the noise issue…
202114138 Housing association
The Ombudsman found reasonable redress regarding the landlord's handling of pest infestation (having refunded £384 pest control costs and implemented a baiting programme), but service failure for a 10-month delay…
202106528 Housing association
The Ombudsman found service failure by the landlord regarding its handling of the deed of covenant issue and its communication and complaints handling. The complaints about service charge increases and service charge…
202017426 Housing association
The Ombudsman determined the complaint about delay in renewing the resident's kitchen and bathroom was outside jurisdiction because the resident had not exhausted the landlord's internal complaints procedure on this…
202115301 Housing association
The landlord acknowledged failures in its response to the resident's reports about a neighbour's use of a communal area, including poor communication, failure to investigate, and poor complaint handling. Following…
201906959 Housing association
The Ombudsman found service failure in three areas: the landlord's response to reported defects (delays and poor communication, though it made reasonable efforts and offered compensation); the landlord's response to…
202126838 Housing association
The Ombudsman found that the landlord offered reasonable redress for its service failure in responding to the resident's concerns about repairs following a leak. The landlord appropriately declined to investigate…
202126898 Housing association
The Ombudsman found no maladministration by Thames Valley Housing Association in its handling of a resident's noise nuisance reports from a nursery beneath his flat. The landlord arranged an independent noise survey,…
202119209 Housing association
The Ombudsman found that the landlord offered reasonable redress for delays and poor workmanship in bathroom renewal works (ongoing from August 2020) and for its delayed complaint responses and poor record keeping, by…
202114238 Housing association
The landlord was found to have service failure for its handling of repairs to damaged laminate flooring in the resident's hallway. It initially inspected within timeframe but then delayed over four months, lost…
202017036 Housing association
The Ombudsman found reasonable redress for the landlord's handling of a roof leak and resulting internal damage (the landlord apologised and offered compensation), but service failure for delays in grounds maintenance…
202122517 Housing association
The Ombudsman found that the landlord's offer of £232.97 compensation for delays in addressing defect repairs (spanning September 2019 to August 2021) constituted reasonable redress. However, the landlord's complaint…
202117869 Housing association
The landlord was found to have maladministration for significant delays (over 18 months) in investigating and progressing repairs following the resident's reports of cracking and possible subsidence. Service failure was…
202112333 Housing association
The Ombudsman found service failure by Thames Valley Housing Association in how it responded to a leaseholder's reports of noise transference from noisy plumbing. The landlord failed to evidence it carried out an agreed…
202112605 Housing association
The Ombudsman determined that the landlord offered reasonable redress to the resident regarding its handling of noise nuisance reports from a communal door and its complaint handling. The landlord had offered £125 total…
202118911 Housing association
The Ombudsman found service failure by the landlord for a 15-month delay in providing a move-in date for a new-build property and poor communication with the resident, who was sofa surfing and had mental health…
202007961 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about misuse of parking bays and reports of noise nuisance and ASB. The landlord failed to take action on parking bay markings…
202104887 Housing association
The Ombudsman found that the landlord offered reasonable redress to the resident after significant delays in addressing noise transference from a neighbour who had installed laminate flooring in breach of tenancy, and…
202113301 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports (noise nuisance, dog in communal area, car damage) and communication adjustments, but found maladministration in its complaint handling…
202108291 Housing association
The landlord was found to have maladministration for its response to fire safety concerns, including a 13-month delay in communicating about the EWS1 requirement, providing incorrect information about cost liability,…
201912488 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports and response to allegations of racism by staff, as the landlord acted reasonably and in line with its policies. Two…
202110462 Housing association
The landlord was found to have maladministration for its handling of a leaseholder's requests for information and documentation about service charges, which were significantly delayed and largely unanswered over a…
202101951 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's requests for a breakdown of service charges and explanation of increases, due to delays and incomplete explanations. Reasonable redress…
202017502 Housing association
The Ombudsman found that the landlord offered reasonable redress regarding its handling of the resident's request to alter kitchen units, as it carried out works beyond its obligations and offered £50 compensation.…
202110750 Housing association
The Ombudsman found that the landlord offered reasonable redress for delays in repairing the resident's central heating thermostat, awarding £150 compensation which resolved the matter. A separate complaint about a…
202005385 Housing association
The landlord was found to have severe maladministration for its failures to investigate and repair leaks causing damp that sustained a silverfish infestation over many months, and for failing to consider a temporary…
202005483 Housing association
The Ombudsman found no maladministration regarding the landlord's response to reports of outstanding void works, staff conduct, and potential pest entry points. However, the landlord's stage one complaint response was…
202111793 Housing association
The Ombudsman found service failure by Thames Valley Housing Association for a three-month delay in updating its records after the resident sold her leasehold property, resulting in continued receipt of Section 20…
202016194 Housing association
The Ombudsman found that the landlord's offer of £442 compensation for its handling of the resident's loss of heating and hot water (18 Feb – 30 Mar 2021) was reasonable redress. However, there was service failure in…
202101922 Housing association
The Ombudsman found reasonable redress for the landlord's response to damp and mould repairs (delays but £1,000 compensation offered), and service failure for the landlord's handling of window repairs, a dangerous…
202108098 Housing association
The Ombudsman determined that the complaint about the landlord's handling of the resident's subject access request was outside its jurisdiction, as such matters fall properly within the remit of the Information…
202016953 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of the resident's communal electricity charges and refund queries, and for its associated complaint handling failures. The landlord…
202102166 Housing association
The Ombudsman found service failure by Thames Valley Housing Association regarding the level of redress offered to a resident who reported plumbing noise over several months. The landlord made reasonable efforts to…
202013361 Housing association
The landlord was found to have service failure for taking around 18 months to resolve a roof leak, causing significant damage and loss of use of a bedroom. The Ombudsman ordered additional compensation of £2,062 plus…
201907582 Housing association
The Ombudsman resolved the complaint after the landlord offered £850 compensation for gardening and guttering issues, which the resident accepted following Ombudsman intervention. The complaint was determined as…
202010454 Housing association
The Ombudsman found service failure by the landlord for not informing the resident before purchase that the advertised 24 hour concierge would not be provided, and for significant delays in complaint handling (224…
202008787 Housing association
The landlord was found to have maladministration for its delayed response to the resident's report of flooding in October 2019, which caused considerable stress and inconvenience and led to further flooding and a…
202009548 Housing association
The Ombudsman found service failure by Thames Valley Housing Association in how it handled the resident's complaint about the condition of the roof. The landlord failed to follow its complaint policy, took three months…
202003011 Housing association
The Ombudsman found that the landlord provided reasonable redress for failings in handling the resident's concerns about the condition of the garden at his property and for poor complaint handling. The landlord…
202001339 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request for a housing transfer, as it acted in accordance with its policies and took reasonable steps to manage expectations and…
201904274 Housing association
The Ombudsman determined that the complaint about the garden boundary and its definition in paperwork is outside its jurisdiction because it concerns a legal matter about property boundaries and potential damages that…
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