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 196 published decisions.
The Riverside Group Limited's maladministration rate (76%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202346841 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about rechargeable repairs: it failed to provide a clear breakdown of the charges and did not fully investigate the disputed…
202446966 Housing association
The Ombudsman found reasonable redress in the landlord's response to scaffolding concerns (which disrupted the leaseholder's balcony use for 8 months), noting the landlord's £450 compensation, balcony cleaning, jet…
202403987 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a gas supply interruption, where the landlord apologised and offered £175 compensation that exceeded its own guidance for the two failed repair…
202522343 Housing association
The Ombudsman found reasonable redress for the landlord's handling of repairs, maladministration in its handling of the temporary decant and high energy costs, service failure regarding flooring damage, no…
202401145 Housing association
The Ombudsman found service failure in the landlord's handling of anti-social behaviour, as it relied too heavily on its ASB procedures and missed earlier opportunities to act on safeguarding concerns, and…
202348496 Housing association
No maladministration was found in the landlord's handling of the resident's request to relocate refuse bins, as it notified residents, relied on pest control advice, and ultimately resolved the matter. However, service…
202452244 Housing association
The landlord's contractor broke the resident's mirror during an extractor fan installation. The Ombudsman found reasonable redress in the landlord's handling of the damage (offering £145 to replace the mirror) and of…
202401927 Housing association
Maladministration was found in how the landlord handled structural issues at the resident's property, due to repeated delays in its investigation over nearly 11 months and inconsistent communication. Maladministration…
202502192 Housing association
The Ombudsman found the landlord offered reasonable redress in its handling of reports of a rat infestation and of the complaint. The landlord acknowledged delays in addressing the pest issue and in escalating the…
202406793 Housing association
The Ombudsman found service failure in the landlord's handling of kitchen repairs because it did not establish whether the kitchen laminate was its responsibility and gave inconsistent information about whether the…
202513919 Housing association
Maladministration was found in the landlord's handling of a recurring leak and associated damp and mould due to repeated policy failures, incomplete works, poor communication and record keeping. Reasonable redress was…
202410041 Housing association
The complaint concerned the landlord's handling of a service charge query regarding an additional £96.89 charge for fire safety works. The landlord initially agreed to refund the amount but failed to do so, and later…
202310728 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's compensation claim for belongings damaged by damp and mould, because it took around 15 months to confirm its position without proactive…
202500826 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's request to install a stairlift on communal stairs, due to a 4-month delay caused by an internal systems error and a further 3-month…
202422870 Housing association
The Ombudsman found maladministration in the landlord's response to a reported leaking pipe in the bathroom requiring an asbestos survey and associated damp and mould: the landlord unreasonably delayed the asbestos…
202518443 Housing association
The Ombudsman found service failure in the landlord's handling of condensation, damp and mould reports (unreasonable delay servicing the ventilation system) and in its handling of safeguarding concerns following an…
202419322 Housing association
The landlord delayed and mismanaged the handling of condensation in the resident's kitchen and the installation of an extractor fan, failing to identify early that the listed building required prior authorisation and…
202343640 Housing association
The landlord offered reasonable redress of £500 for repeated lift breakdowns and an 8-week outage, which the Ombudsman found proportionate. However, the landlord committed service failure in its complaint handling by…
202400801 Housing association
The Ombudsman found maladministration by the landlord in its handling of repairs to communal gates and intercom, and in its complaint handling. The landlord failed to follow its responsive repairs policy with…
202344594 Housing association
The Ombudsman found maladministration in the landlord's handling of leaks and the resident's request for compensation, and service failure in its handling of the complaint. The landlord failed to inspect or act promptly…
202431077 Housing association
The Ombudsman found the landlord's communication about disrepair works was outside jurisdiction (subject to legal proceedings). It found service failure in the landlord's response to the resident's postal concerns (it…
202404517 Housing association
The complaint concerned the landlord's handling of the resident's reports of a roof leak and his subsequent request for compensation, and its handling of the associated complaint. The Ombudsman found the landlord's…
202417895 Housing association
The Ombudsman found service failure in the landlord's level of compensation offered for damp and mould repairs, as it delayed inspection and repairs beyond policy timescales and failed to explain how its compensation…
202340331 Housing association
The landlord delayed completing damp and mould repairs and providing a permanent solution for around three years, missed appointments, carried out works without notice, and had poor communication and record keeping. The…
202336456 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak and associated damp, and service failure in its complaint handling. The landlord delayed access attempts, inspections…
202407301 Housing association
The Ombudsman found the complaint about the level of the service charge increase outside jurisdiction, maladministration in the landlord's handling of the resident's queries about the service charge, and service failure…
202407909 Housing association
The landlord failed in its handling of a neighbour dispute and associated reports and counter-allegations of ASB: it did not follow its ASB policy, delayed responses, failed to complete a risk assessment, and did not…
202342986 Housing association
The complaint concerned the landlord's response to the resident's reports of white powder throughout her shared-ownership property, and its complaint handling. The Ombudsman found no maladministration in either: the…
202409660 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould repairs, having delayed raising and completing repairs following its inspection, and failed to compensate for the delay and the distress…
202410063 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould — including not completing an internal inspection to determine the cause, delayed responses and inadequate…
202453226 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of ASB and fly tipping, but found service failure in its response to the pest infestation due to a delay in removing ivy, which left pests…
202402407 Housing association
The Ombudsman found maladministration in the landlord's response to an insecure communal front door, a broken electric meter cupboard door, ASB (including criminal activity), a broken communal side gate, non-working…
202347256 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports about staff members' conduct, because it failed to keep adequate records and provided no evidence it carried out a thorough…
202416108 Housing association
The Ombudsman found maladministration in the landlord's handling of a shared ownership resident's concerns about grounds maintenance at his estate, including a stage 1 complaint response over six months late, a late…
202453289 Housing association
The complaint concerned the landlord's decision to report alleged criminal damage of its property to the police after a repair visit found intentional damage to a ceiling and roof. The Ombudsman found no…
202343088 Housing association
The Ombudsman found maladministration in the landlord's handling of leaks causing damp and mould, its response to the resident's request to remove pebbledash, and its complaint handling, and service failure in its…
202338208 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of garden flooding, as it failed to provide sufficient evidence for deciding the works were the resident's responsibility and…
202337061 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs it had committed to completing (which should have been done before the tenancy started) and in its handling of the associated complaint. It…
202320401 Housing association
The Ombudsman found service failure in the landlord's handling of allegations of ASB made about the resident's behaviour because it did not consider offering him additional support as its ASB policy required, given his…
202445888 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp, mould and associated remedial works, citing poor communication, inadequate record keeping and unreasonable delays, and…
202416907 Housing association
The Ombudsman found reasonable redress in the landlord's response to the lack of servicing of the stairlift and to the conflicting safety advice given by its contractors, but service failure in its response to the…
202321168 Housing association
The landlord acted reasonably and in line with its policies in committing to replace only the leak-damaged kitchen base unit and damaged unit fronts, so there was no maladministration in its handling of the kitchen unit…
202347969 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the underfloor heating system and in its handling of the associated complaint. It ordered the landlord to pay £635 in total and recommended…
202329952 Housing association
The Ombudsman found the landlord made an offer of redress prior to investigation which resolved the resident's concerns about repeated errors on her service charge account and the standard of cleaning to the communal…
202423021 Housing association
The complaint concerned the landlord's handling of the resident's report of a leak and associated repairs. The Ombudsman found service failings — the landlord missed its repair-policy timescale for the initial works…
202440889 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's repeated roof leak reports: it failed to carry out a more detailed technical survey to identify the underlying cause and relied on a…
202448613 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs, leaks, damp and mould and the property's condition, and in its associated complaint handling. The landlord…
202331042 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of a leak and related damage to his belongings, and in its complaint handling. The landlord failed to take reasonable steps to…
202308420 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's service charge queries, as the landlord appropriately explained charges and refunded amounts where appropriate. However, there was…
202415005 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaseholder's concerns about the shared boiler flue system: it failed to share key information over a 2-year period, took 8 months to update the…
202318844 Housing association
The Ombudsman found maladministration in the landlord's handling of planned kitchen upgrade works (delays in communication, installation and resolving snags) and maladministration in its complaint handling, plus service…
202324500 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's repair requests, as it took steps to remedy all repair issues by the end of the complaint process, though some repairs took longer…
202331736 Housing association
The Ombudsman found service failure in the landlord's response to the resident's request for insulation and in its complaint handling. It was reasonable for the landlord to treat insulation as a planned improvement…
202328178 Housing association
The resident asked the landlord to send a different contractor to complete repairs (sink and shower) and to carry out the annual gas safety check, as she did not want the landlord's contractor to attend. The Ombudsman…
202332422 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (failing to follow up an early inspection, allowing the resident to return while known issues remained, and…
202348468 Housing association
Maladministration was found in the landlord's handling of the resident's reports of damp and mould, where it failed to take further action after the resident declined a PIV unit, lacked robust record keeping, and…
202323637 Housing association
The complaint concerns the landlord's handling of the resident's reports of noise nuisance and antisocial behaviour (ASB) from an upstairs neighbour. The Ombudsman found service failure: although the landlord took…
202322210 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about extractor fans (including noise, running costs and the missed appointment), but found maladministration in the…
202318526 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the communal car park and pedestrian gates, including unacceptable delays, poor record-keeping, failure to investigate the resident's safety…
202403212 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about a neighbour's parking, because it unreasonably delayed assessing the risk to the resident, failed to provide information…
202324423 Housing association
The complaint concerned the landlord's handling of the resident's reports about the conduct of its staff during visits to her home. The Ombudsman found service failure: the landlord failed to properly address the staff…
202330237 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the condition of the property when it was let to her. The landlord failed to ensure the property met its Empty Homes…
202321479 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's requests to replace and repair the front door, having acknowledged appointment confusion and unclear communication and…
202315925 Housing association
The Ombudsman found maladministration in the landlord's handling of responsive repairs. It unreasonably delayed repairing a broken paving slab (completed about 3 months after report, despite the resident's known…
202317326 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of ASB by a neighbour and in the area (including failure to open an ASB case promptly, failure to offer mediation/support, failure to view…
202329485 Housing association
The Ombudsman found maladministration in the landlord's handling of a power and water outage (failures to follow its repairs policy and out of hours procedure, lack of transparency, and no financial redress) and service…
202317003 Housing association
The complaint concerned the landlord's handling of the resident's reports of a gutter leak. The Ombudsman found maladministration due to avoidable delays, poor communication and a number of failed repairs, and ordered…
202331764 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request to write off rent arrears: while the landlord reasonably maintained liability for rent up to the tenancy end date, it failed to…
202313288 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's Right to Buy application: it inappropriately denied the application in 2020 and later failed to clearly acknowledge its failings or set…
202318293 Housing association
The Ombudsman found maladministration in the landlord's handling of adaptations to the resident's property, due to an unacceptable delay of around 14 months before the resident could return and 16 months before all…
202317321 Housing association
The landlord consulted residents on replacing communal laundry equipment and charged for it via service charges, but there were failings in its communication: it provided inaccurate and contradictory information,…
202323471 Housing association
The landlord failed in handling an overpayment of service charges: a second direct debit was set up in error when the resident moved flats, creating a credit on the former account that the landlord initially refused to…
202215835 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould reports and associated repairs, and maladministration in its complaint handling. The landlord delayed inspections, failed to notify the…
202315579 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of rats, as it failed to follow its own policy on temporary accommodation payments and delayed its stage 1 complaint response,…
202319298 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a neighbour's security lights shining into her property and ASB by that neighbour — it was slow to act, failed to follow up…
202318297 Housing association
The complaint concerned the landlord's handling of the resident's request that a named operative not attend, a 'warning marker' on his records, and a disclaimer form it asked him to sign before stair repairs. The…
202317327 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's request for reasonable adjustments (the relocation of waste bins, a power door opener, and reporting systems), which failed to have…
202307138 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about her boiler and her request for it to be replaced. There were delays in logging and inspecting the boiler, poor…
202322978 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of sinking floors and sinking paving slabs at the resident's property, and in its handling of the associated complaint. There were significant…
202230641 Housing association
The Ombudsman found service failure in the landlord's response to concerns about a missing carbon monoxide alarm and maladministration in its complaint handling, ordering £100 additional compensation on top of £100…
202234246 Housing association
The Ombudsman found the landlord's response to the resident's reports that patio doors were not properly fitted amounted to reasonable redress. The landlord had appropriately surveyed the door and reasonably concluded…
202300886 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request for compensation relating to repair delays, decorating and flooring costs following damp works. The landlord had not made good the…
202321149 Housing association
The Ombudsman found service failure in the landlord's handling of damp and mould and associated remedial repairs, and in its handling of the resident's request for reimbursement of energy costs. The landlord failed to…
202221136 Housing association
The Ombudsman found maladministration in the landlord's failure to properly investigate a complaint about a surveyor's conduct and its failure to give a meaningful explanation about subsidence and flooring crack…
202319066 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports (water leaks caused by a neighbour), as it responded promptly and acted proportionally in line with its ASB policy.…
202333075 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports or staff-conduct concerns, but maladministration in its handling of the loss of heating and hot water (avoidable delays…
202330396 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about the property's condition on letting, its response to a range of repairs, its response to damp and mould, and its complaint…
202319277 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the rear garden (fence, patio slabs and step) and in its response to the resident's concerns about the bathroom window, where poor…
202312828 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about dust and noise from demolition works and her request for compensation. While the landlord took reasonable steps to…
202301822 Housing association
The complaint concerned the landlord's response to the resident's reports of repair issues (water pooling, draughts, damp and mould, and window/patio door problems). The Ombudsman found maladministration: the landlord…
202303723 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about a collapsed boundary wall—it failed to act on survey findings about the wall's instability, did not mitigate or safeguard…
202314741 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's application for alternative accommodation, as it failed to follow its referral process, carried out an inadequate stage 1 investigation,…
202304958 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of multiple leaks and the subsequent compensation claim. Although the landlord acknowledged there had been delays in resolving…
202320607 Housing association
The Ombudsman found service failure in the landlord's handling of bathroom repairs (no risk assessment or plan of works, delay investigating damp and mould and replacing the flooring, poor communication and record…
202310139 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's parking and ASB reports: it failed to consider the household's vulnerabilities or its Equality Act duties, did not complete the…
202300145 Housing association
The Ombudsman found no maladministration in the landlord's decision not to consult the resident about a change in its repairs service delivery partner, as there was no significant impact on the service. It also found no…
202330781 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reports of rats in the property, citing significant delays to inspect (around 17 months after the initial report), more than 18 months before…
202310549 Housing association
The landlord's handling of the resident's report of safety concerns with the communal rear steps amounted to maladministration, given delays of over a month in attending to the slippery, moss-covered stairs and the…
202212964 Housing association
The Ombudsman found maladministration by The Riverside Group Limited for failing to act on structural cracks in brickwork since 2011 and for allowing communal benches to fall into disrepair and removing them without…
202317333 Housing association
The Ombudsman found severe maladministration in the landlord's response to the resident's repair requests: repairs reported (including health and safety matters such as out-of-service lift emergency call buttons, a…
202314087 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's temporary decant (poor communication about check-in and the second accommodation), and maladministration in its handling of the burst…
202309219 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's request to remove woodchip wallpaper from the living room ceiling, as it followed its repairs policy on decoration and offered as a…
202307291 Housing association
The Ombudsman found maladministration in the landlord's handling of the boiler and gas fire repair/replacement (no heating for around 2.5 months and no working fire for about 10 months), service failure in its handling…
202337969 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of a bathroom leak (taking over six months to locate and fix, with no consideration of the resident's vulnerabilities or the lack of hallway…
202312336 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs following reports of leaks and drainage issues, as the problems (linked to a soil stack) remained unresolved for months after its final…
202227117 Housing association
The Ombudsman found no maladministration in the landlord's handling of construction disturbance and rehousing, reasonable redress for communal cleaning, but maladministration in damp and mould repairs and service…
202304865 Housing association
The Ombudsman found maladministration in the landlord's responses to the resident's reports of heating and hot water issues, damp and mould, and in its complaint handling, but no maladministration in how it handled the…
202232510 Housing association
The Ombudsman found maladministration in the landlord's response and level of support after the resident reported being burgled, and maladministration in its handling of repairs to her front door and communal rear door…
202305725 Housing association
The complaint concerned the landlord's handling of the resident's reports of anti-social behaviour. The Ombudsman found no maladministration, concluding the landlord took appropriate steps in line with its ASB…
202223926 Housing association
The Ombudsman found service failure in the landlord's handling of shower flooding reports and its compensation response, but no maladministration in its complaint handling, ordering an apology and £350 compensation.
202218341 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damage to the resident's sink, sofa and fridge/freezer during planned kitchen works, due to poor planning, over-reliance on an incomplete…
202312134 Housing association
The landlord took about three months to remove and rebuild a dangerous rear boundary wall—roughly two months beyond its repair timescale—missed appointments, failed to consider the resident's access availability, and…
202306137 Housing association
The complaint concerned the landlord's decision not to upgrade the resident's bathroom ceiling (with PVC cladding) after a ground-level wet room was installed. The Ombudsman found no maladministration: the landlord…
202225303 Housing association
The Ombudsman found maladministration in the landlord's handling of a dangerous boundary fence that remained unrepaired for around 23 months, with repeated delays over site clearance and land ownership uncertainty,…
202304703 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of a leak and associated damp and mould, maladministration in its handling of a reported carbon monoxide leak, and…
202231255 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's anti-social behaviour reports, but found service failure in its complaint handling, ordering £100 compensation and a recommendation…
202231624 Housing association
The Ombudsman found maladministration in the landlord's handling of a service charge dispute where grounds maintenance was repeatedly not provided despite being charged for, in its complaint handling including a…
202221892 Housing association
The Ombudsman found the landlord's investigation and apology for mislabelled service charge items amounted to reasonable redress, but found maladministration in its complaint handling for failing to give escalation…
202206656 Housing association
The Ombudsman found service failure for the landlord's response to asbestos reports (delayed recognition of vulnerabilities), maladministration for its response to pest reports (delayed action despite council…
202220540 Housing association
The Ombudsman found reasonable redress for the landlord's response to MOS errors (apology, £150 offer, solicitor fee reimbursement), service failure for not proactively identifying Covid-19 service charge refunds (£75…
202210938 Housing association
The Ombudsman found no maladministration in the landlord's response to bathroom concerns (it inspected, offered solutions, and offered to re-tile). However, there was maladministration in the landlord's response to the…
202216395 Housing association
The Ombudsman found service failure in the landlord's handling of fly tipping reports, maladministration in its handling of ASB reports and record keeping, and service failure in complaint handling. No maladministration…
202220159 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp and mould and subsequent compensation claim, as the landlord failed to acknowledge that ventilation issues were identified…
202012645 Housing association
The Ombudsman found maladministration in the landlord's handling of a report of no hot water, where a repair was incorrectly logged as non-urgent causing an 11-day delay. The £49 voucher offered was insufficient. A…
202108674 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports (failure to investigate proactively, manage expectations, and communicate empathetically) and in its handling of CCTV/privacy concerns…
202208731 Housing association
The Ombudsman found service failure by the landlord regarding repairs to the resident's toilet. While the landlord responded appropriately overall, there was a delay in resolving an emergency repair within the 12-hour…
202214157 Housing association
The Ombudsman found no maladministration by the landlord in its handling of repairs to the resident's kitchen following a leak. The landlord made reasonable efforts to source matching replacement panels, and the kitchen…
202223877 Housing association
The Ombudsman found service failure in the landlord's decision to recharge the resident for a toilet repair, but no maladministration regarding a staff member's conduct, ordering the decision to be retaken and £200…
202214546 Housing association
The landlord was found to have maladministration for its handling of a resident's report of nuisance from an overgrown tree. It delayed submitting a planning application for tree works by approximately four months,…
202220692 Housing association
The Ombudsman found no maladministration in the landlord's decision not to replace a window in the large rear bedroom following reports of mould. The landlord acted promptly, carried out inspections and repairs in line…
202117523 Housing association
Maladministration for fire safety/EWS1 communication and building security delays; no maladministration for subletting and electricity charge queries; service failure for communal area maintenance delays. Landlord…
202219380 Housing association
The Ombudsman found service failure by The Riverside Group Limited for not properly addressing the resident's concerns about past communication regarding property upgrades. The landlord failed to specifically respond to…
202206996 Housing association
The landlord was found to have service failure for unreasonably delaying its response to the resident's request for a breakdown of service charges and for failing to provide sufficiently detailed information. There was…
202117955 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to communal electric car park gates, which were faulty on numerous occasions over 2021-2022 with one repair delayed by ten weeks. The landlord…
202111905 Housing association
The Ombudsman found maladministration for the landlord taking over 2 years to correct a service charge billing error, failing to meet its own resolution timeframes and not communicating delays. The landlord's complaint…
202223082 Housing association
The Ombudsman found maladministration in the landlord's handling of voids repairs, as the property was let with significant defects including exposed nails, an unfinished garden and loft clearance, and cracked plaster,…
202116185 Housing association
The landlord was found to have maladministration for taking almost four years to repair a roof leak that caused damage to the resident's leasehold flat, and for significant delays in handling the associated complaint…
202121237 Housing association
The Ombudsman found maladministration by The Riverside Group Limited for failing to refer the resident's personal injury claim to its insurer as per its own policy, and for poor record keeping throughout the complaint…
202115265 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould reports, handling of a bathroom leak, and complaint handling. The landlord was slow to identify a leak (12 weeks), failed to consider…
202209085 Housing association
The Ombudsman found no maladministration in the landlord's handling of noise nuisance/ASB reports or the resident's rehousing request. The landlord acted appropriately, offered diary sheets, interviewed neighbours, and…
202206444 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's noise reports, as it acted reasonably and in line with its procedures. However, there was maladministration in the landlord's…
202012317 Housing association
The landlord agreed to reinstate the resident's flat number sign but took over a year to do so due to a neighbour's objection and the pandemic. While initial attempts were made, the landlord failed to keep the resident…
202209742 Housing association
The Ombudsman found maladministration by The Riverside Group Limited for taking approximately five months to complete ceiling re-boarding and plastering repairs, failing to communicate delays, missing appointments, and…
202121870 Housing association
The Ombudsman found no maladministration in the landlord's handling of the consultation process with residents prior to its 2021 partnership with another housing association, nor in its associated complaint handling,…
202201403 Housing association
The Ombudsman found that the landlord's handling of repairs to the heating and hot water system, which took around two months to resolve, caused inconvenience to the resident. However, the landlord's offer of £500…
202204392 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's reports of antisocial behaviour by her neighbour. The landlord carried out a proportionate investigation, offered mediation and…
202118590 Housing association
The Ombudsman found the complaint about the level of service charges was outside its jurisdiction. However, there was service failure by the landlord in how it responded to the resident's concerns and queries about…
202209646 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's request for her shower cubicle to be replaced. The landlord had inspected the shower twice and reasonably concluded it did not…
202204382 Housing association
The landlord was found to have maladministration for its handling of a resident's reports of a leak at the property. Although it responded promptly to the October 2021 leak, it failed to follow its own Third Party…
202126771 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about service charge increases, as it investigated thoroughly, reduced charges, and identified learning. However, there was…
202115892 Housing association
The Ombudsman found maladministration in the landlord's handling of fire safety works (poor communication, no clear roadmap, inflexible policies), response to communal area decoration delays, and response to a broken…
202208737 Housing association
The Ombudsman found service failure by the landlord regarding its response to repair/replacement requests for the kitchen, kitchen door, windows, external doors and radiators, because it failed to provide sufficient…
202216106 Housing association
The Ombudsman found that the landlord's offer of £300 compensation for damage caused by its contractor to the resident's wallpaper and chest of drawers during ceiling repairs was reasonable redress, resolving the…
202207502 Housing association
The landlord offered reasonable redress for its handling of the resident's reports of poor quality work and damage during kitchen and bathroom replacement works, including delayed completion, poor communication about…
202208873 Housing association
The Ombudsman found service failure by the landlord for poor communication after it obtained a second opinion about replacing the resident's fence, having initially raised expectations that a replacement would occur.…
202210893 Housing association
The landlord was found to have maladministration for its handling of a leaseholder's reports of damaged gable end brickwork causing damp. It failed to properly investigate damp concerns or arrange a convenient…
202207613 Housing association
The landlord was found to have maladministration for its delayed response to reports about a faulty front door (September 2020 to May 2022) and poor communication throughout, as well as for its handling of the…
202208736 Housing association
The landlord was found to have maladministration for its decision to recharge the resident £992.16 for a soffit repair, as it failed to provide sufficient evidence that the resident was entirely responsible for the…
202204973 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's compensation request for replacement flooring following water ingress through her front door. The landlord responded promptly to…
202114071 Housing association
Service failure in gas service handling, radiator repairs, and rent account administration. No maladministration in complaint handling or reasonable adjustments. Reasonable redress for staff entering home without…
202109918 Housing association
The Ombudsman found no maladministration by The Riverside Group Limited in its handling of the resident's request for compensation for damaged flooring and increased energy bills. The landlord's decision on flooring was…
202110871 Housing association
The Ombudsman found no maladministration in the landlord requiring internal access to inspect damp, but found service failure in the landlord's complaint handling for failing to communicate its stage two response and…
202113445 Housing association
The Ombudsman found service failure by the landlord in its handling of the resident's request for fence replacement. While the landlord responded promptly and reasonably found no repairs were needed, it gave inaccurate…
202000460 Housing association
The Ombudsman found reasonable redress for the landlord's response to repairs and service charge queries, as the landlord offered £150 compensation which adequately addressed delays. No maladministration was found…
202123850 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's request for his garden fence to be replaced. The landlord offered to repair the fence on multiple occasions and reasonably…
202100881 Housing association
The landlord was found to have maladministration for significant delays in responding to the resident's reports of damp and mould (taking around 102 days to complete repairs without keeping the resident updated), and…
202120187 Housing association
The landlord acknowledged poor communication and delays in arranging a gas safety check appointment. Following Ombudsman intervention, it offered £100 compensation, an apology, and written assurance of no repercussions,…
202007006 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports (no evidence of recent reports), reasonable redress for delays in repairs to the TV aerial and paving slabs (with £500 compensation…
202118184 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about contractor PPE and COVID-19 safety during smoke detector replacement works, and maladministration in its complaints…
202106360 Housing association
The Ombudsman determined the complaint about service charge increases was outside its jurisdiction, as disputes about the level, reasonableness, or liability to pay service charges are more appropriately dealt with by…
202111572 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's reports of a cannabis smell from a neighbour. The landlord took reasonable steps including visits, spot checks, a warning…
202013454 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's request for a refund of a rent account credit. The landlord correctly followed its Rent Refund Policy by paying the credit to…
202109560 Housing association
The Ombudsman found no maladministration by the landlord in its decision not to replace the resident's living room and kitchen laminate flooring damaged by flooding, as the flooring had been fitted by the resident and…
202102149 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's complaint about staff comments made to a neighbour. The landlord investigated promptly, provided a written apology, arranged staff…
202006904 Housing association
The Ombudsman determined that the complaint about the level of service charges is outside its jurisdiction, as such matters fall under the First Tier Tribunal.
202110808 Housing association
The Ombudsman determined that the complaint about an increase of service charges is outside its jurisdiction under paragraph 39(g) of the Scheme, as it concerns the level or amount of a service charge increase, which is…
202108359 Housing association
The Ombudsman determined that the complaint about the level of service charge increase is outside its jurisdiction under paragraph 39(g) of the Housing Ombudsman Scheme, as it concerns the amount of a service charge…
201815919 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's request to prevent a neighbour's van from parking in front of his window. The landlord acted reasonably by writing to tenants,…
202111607 Housing association
The Ombudsman determined that the complaint about the landlord's refusal to remove a rumble strip at the estate entrance was outside its jurisdiction, as the rumble strip is a road safety feature unrelated to the…
202012509 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's report of anti-social behaviour. The landlord acted promptly, liaised with the Police and other agencies, arranged a multi-agency…
202101133 Housing association
The Ombudsman found no maladministration by the landlord in its handling of repairs to the resident's heating system. The landlord carried out multiple visits, replaced parts, and conducted safety tests, acting…
202013015 Housing association
The Ombudsman found no maladministration in how the landlord handled the resident's management transfer request or her concerns about staff conduct, but found service failure in the landlord's complaint handling due to…
202017095 Housing association
The Ombudsman found no maladministration by the landlord in declining the resident's request for a fence to be installed at the back of the garden. The tenancy agreement did not require fencing, the property was…
202002928 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's antisocial behaviour reports, as it appropriately requested evidence and attempted informal resolution. However, the landlord offered…
202003714 Housing association
The landlord offered a property to an overcrowded tenant but retracted it, allocating it to a family deemed more in need. It apologised, sent flowers, and offered an alternative property. The Ombudsman found reasonable…
202011970 Housing association
The Ombudsman found that the landlord's offer of £50 compensation, apology and record updates for unnecessarily capping the resident's external gas supply for one day constituted reasonable redress. However, the…
202013603 Housing association
The Ombudsman determined the complaint was outside its jurisdiction. The complaint about mismanagement of service charge and sinking funds over seven years was not raised within six months (para 39(e)), concerned the…
202007063 Housing association
The Ombudsman found service failure in the landlord's response to concerns about staff conduct. While the landlord properly investigated the caretaker issue and took proportionate action, it failed to offer an adequate…
202014886 Housing association
The landlord agreed through mediation to pay £600 compensation to the resident, resolving the complaint about the level of compensation offered following a fire alarm repair. The Ombudsman determined this resolved the…
201911171 Housing association
The Ombudsman found no maladministration in the landlord's decision not to compensate the resident for kitchen works he carried out himself. The landlord had attended multiple times and found no repair defect, and the…
201909546 Housing association
The landlord was found to have service failure for its handling of repairs to a leaseholder's front and back doors. It arranged multiple appointments over six months without resolving the issue and failed to check the…
202006171 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of noise nuisance from a neighbour's children. The landlord took reasonable steps to investigate, including interviewing both…
202001482 Housing association
The Ombudsman found service failure in the landlord's response to reports of a leak into the resident's property, due to poor record keeping, inadequate investigation, and poor communication about repairing obligations.…
201915347 Housing association
The Ombudsman found service failure by the landlord in its response to noise nuisance reports (failing to explain its reasoning, pursue non-legal remedies, or act promptly on further reports), in its handling of a…
201909268 Housing association
The Ombudsman found maladministration by The Riverside Group Limited for its handling of the resident's reports of damp and mould and a ceiling leak. The landlord took around four months to inspect the severe mould,…
202001988 Housing association
The Ombudsman determined that the complaint about whether the resident is liable to pay communal heating charges is outside its jurisdiction, as disputes about the reasonableness of and liability for service charges are…
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