The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of the resident’s request for a EWS1 (Exterior Wall Safety form) to enable him to ‘staircase’ to 100% ownership. The associated…
Housing association
Thames Valley Housing Association Limited
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.
Key statistics
Published determinations
Decisions with an adverse finding
Most serious findings
Total across decisions
Decisions against
Outcome breakdown
Count of outcomes reached across complaint heads in 44 published decisions.
- No maladministration 9
- Reasonable redress 10
- Service failure 30
- Maladministration 15
- Severe maladministration 1
- Mediation / settlement 4
Thames Valley Housing Association Limited's maladministration rate (89%) is higher than the average for housing association (80%) across published Ombudsman determinations.
Decisions (44)
All landlords £350
The Ombudsman found maladministration, no maladministration in the landlord’s handling of The resident complains about the landlords handling of: Repairs to the communal door. The cleaning of the communal areas of the…
Maladministration No maladministration complaint handling delay repairs delay service charge record keeping
£350
The Ombudsman found reasonable redress in the landlord’s handling of the delays in the resident’s move to a new property owned by the landlord.. Total compensation ordered: £350.
Reasonable redress communication failure
£300
The Ombudsman found maladministration, mediation settlement, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of noise nuisance. This Service has also made a finding…
Maladministration Mediation / settlement Service failure complaint handling delay asb record keeping carpet damage
£404
The Ombudsman found service failure, reasonable redress in the landlord’s handling of This complaint is about the landlord’s response to the resident’s concerns regarding:. Total compensation ordered: £404.
Service failure Reasonable redress complaint handling delay repairs delay service charge door repair
£225
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports about: The increase in service charges for the property. The time taken to deliver and the information…
The Ombudsman found service failure in the landlord’s handling of the delay in completing the renewal of the resident’s bathroom and kitchen..
The Ombudsman found mediation settlement in the landlord’s handling of :.
£750
The Ombudsman found service failure in the landlord’s handling of The resident’s complaint is about: The landlord’s response to the resident’s reported defects in her property including the landlord’s response to the…
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s concerns about repairs following a leak..
The Ombudsman found no maladministration in the landlord’s handling of The complaint refers to the landlord’s handling of: The resident’s reports of noise nuisance from a nursery beneath his property. Repairs to a…
The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of renewal works to the resident’s bathroom. The landlord’s complaint handling and record keeping..
£200
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s damaged laminate flooring in her hallway.. Total compensation ordered: £200.
£420
The Ombudsman found service failure, reasonable redress in the landlord’s handling of REPORT COMPLAINT 202017036 Thames Valley Housing Association Limited 14 July 2022 Our approach The Housing Ombudsman’s approach to…
Service failure Reasonable redress leak water ingress complaint handling delay repairs delay service charge
£125
The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports of defects within the property. The landlord’s handling of the associated complaint.. Total…
£300
The Ombudsman found service failure, maladministration in the landlord’s handling of The complaint is regarding the landlord’s handling of repairs in the resident’s property following his report of cracking and possible…
£150
The Ombudsman found service failure in the landlord’s handling of The complaint concerns how the landlord responded to the resident’s reports of noise transference due to noisy plumbing in the building.. Total…
£125
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of noise nuisance from the communal door. The landlord’s complaint handling. Total compensation…
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s delay in providing the resident with a move-in date to the property and its communication around this. The complaint…
£800
The Ombudsman found maladministration in the landlord’s handling of the landlord response to the resident’s reports of: The misuse of parking bays. Noise nuisance and antisocial behaviour (ASB).. Total compensation…
£200
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of noise transference from her neighbour’s property. The associated complaint.. Total compensation…
£150
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: reports of noise nuisance and anti-social behaviour (‘ASB.’) request for reasonable…
No maladministration Maladministration complaint handling delay asb lift failure communication failure
The Ombudsman found mediation settlement, reasonable redress, service failure, no maladministration in the landlord’s handling of : The landlord's response to the resident’s concerns regarding fire safety at the pro p…
Mediation / settlement Reasonable redress Service failure No maladministration complaint handling delay repairs delay window repair service charge
The Ombudsman found maladministration, no maladministration in the landlord’s handling of This complaint is about: The resident’s liability to pay for some of her service charges. A legal charge against the resident’s…
£500
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s requests for information and documentation relating to service charges. The complaint is…
Maladministration Service failure complaint handling delay service charge communication failure door repair
£325
The Ombudsman found service failure, maladministration, reasonable redress in the landlord’s handling of : T he landlord’s response to the resident’s request for a breakdown of their service charges and increase in…
Service failure Maladministration Reasonable redress complaint handling delay service charge lift failure communication failure
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s request for it to alter her kitchen units. The associated complaint..
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: a repair to the resident’s central heating thermostat and her request for compensation related to this. A repair to the…
£1,800
The Ombudsman found maladministration, severe maladministration, no maladministration in the landlord’s handling of the landlord’s: Response to leaks and damp as well as a silverfish infestation in the property.…
Maladministration Severe maladministration No maladministration damp and mould leak water ingress complaint handling delay repairs delay
The Ombudsman found service failure, reasonable redress, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports: that there were outstanding works that should have been…
Service failure Reasonable redress No maladministration damp and mould leak water ingress repairs delay window repair
£50
The Ombudsman found service failure in the landlord’s handling of The complaint refers to the resident’s concern about the length of time it took the landlord to update its records following the sale of her property..…
£150
The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports of no heating or hot water in February 2021. The landlord’s handling of the resident’s reports that…
£1,450
The Ombudsman found service failure, reasonable redress in the landlord’s handling of – The landlord’s response to the resident’s reports of repair works regarding damp and mould to the resident’s property. The…
Service failure Reasonable redress damp and mould leak water ingress complaint handling delay repairs delay
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s formal complaint about its response to her subject access request..
Service failure communication failure
£550
The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of the resident’s communal electricity charges and refund. The landlord’s handling of the resident’s associated complaint..…
£200
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s response to the resident’s reports of plumbing noise, and the level of redress it offered in response.. Total…
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Handling of the residents’ reports of a leak at the property. Complaint handling..
The Ombudsman found mediation settlement in the landlord’s handling of The landlords handling of the residents reports concerning gardening and guttering issues..
Mediation / settlement garden maintenance
£250
The Ombudsman found service failure, no maladministration in the landlord’s handling of REPORT COMPLAINT 202010454 Thames Valley Housing Association Limited 25 June 2021 Our approach The Housing Ombudsman’s approach to…
The Ombudsman found service failure, maladministration in the landlord’s handling of The complaint was about the landlord's response to the resident's:.
£160
The Ombudsman found service failure in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s complaint relating to the condition of the roof.. Total compensation ordered: £160.
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of The resident complains about the landlord’s handling of his concerns relating to the condition of the garden at his property, and…
Maladministration Reasonable redress complaint handling delay repairs delay lift failure communication failure
The Ombudsman found no maladministration in the landlord’s handling of :.
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns a dispute about the area allocated to the resident as their garden and how this is defined in associated paperwork..
Maladministration garden maintenance
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