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 194 published decisions.
The Riverside Group Limited's maladministration rate (85%) is higher than the average for housing association (79%) across published Ombudsman determinations.
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, reasonable redress, severe maladministration in the landlord’s handling of landlord’s handling of: The resident’s compensation claim for damage to her belongings. The associated…
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, no maladministration, severe maladministration in the landlord’s handling of The landlord’s response to: The resident’s report of a leaking pipe in the bathroom requiring an…
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 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of The Decision Case ID 202419322 Decision type Investigation Landlord The Riverside Group Limited Landlord…
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 Local authority / ALMO / TMO
The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of The landlords handling of leaks and request for compensation. The landlords handling of the complaint..…
202431077 Housing association
The Ombudsman found service failure, severe maladministration, maladministration, outside jurisdiction in the landlord’s handling of the landlord’s: Communication regarding disrepair works. Response to the resident’s…
202404517 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration, mediation settlement in the landlord’s handling of the landlord’s handling of: The resident’s reports of a roof leak at his property…
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 Local authority / ALMO / TMO
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould. The associated complaint. Our decision (determination)…
202336456 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s reports of a leak and the associated damp. Complaint handling.…
202407301 Housing association
The Ombudsman found maladministration, service failure, severe maladministration, outside jurisdiction in the landlord’s handling of : The increase in the service charges the resident pays for her property. How the…
202407909 Housing association
The Ombudsman found severe maladministration, maladministration, no maladministration, outside jurisdiction in the landlord’s handling of The landlord’s handling of a neighbour dispute, including reports and…
202342986 Housing association
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of powder in the property. We have also investigated the landlord’s complaint…
202409660 Housing association
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of: Damp and mould repairs. The resident’s complaint. Our decision (determination) We found:…
202410063 Housing association
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: reports of damp and mould in the property. complaint. Our decision (determination)…
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 no maladministration, severe maladministration, maladministration in the landlord’s handling of the landlord’s response to reports: the communal front door was insecure of a broken electric meter…
202347256
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the residents reports about the conduct of staff members. We have also investigated the landlord’s complaint handling.. Total…
202416108
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about grounds maintenance at his housing estate.. Total compensation ordered: £200.
202453289
The Ombudsman found no maladministration in the landlord’s handling of the landlord's decision to report property damage to the police..
202343088
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Reports of leaks which caused damp and mould. Issues with electrics at the property due to the leak. The resident’s request…
202338208
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of garden flooding. The landlord’s handling of the complaint has also been considered.. Total…
202337061
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: repairs it committed to completing in a previous complaint. the resident’s associated complaint.. Total compensation…
202320401
The Ombudsman found service failure, no maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: Allegations of antisocial behaviour (ASB) made about the resident’s behaviour.…
202445888
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp, mould and associated remedial works at the property. Complaint..
202416907
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s response to the resident’s reports of: The lack of servicing to the stairlift in the property. The conflicting advice…
202321168
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s handling of : kitchen unit repairs. The associated complaint..
202347969
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: Repairs to the underfloor heating system. The associated complaint.. Total compensation ordered: £635.
202329952
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Service charge account. Concerns about the standard of cleaning to the communal areas..…
202423021
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of the resident’s report of a leak and associated repairs..
202440889
The Ombudsman found maladministration in the landlord’s handling of This complaint is about how the landlord handled the resident’s reports of a leak. We have also considered how the landlord handled the resident’s…
202448613
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of repairs, leaks, damp, mould, and the condition of her property. Associated complaint.. Total…
202331042
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of a leak and related damage to his belongings. The Ombudsman has also considered the landlord’s…
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
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Concerns about the shared boiler flue system. Associated complaint.. Total compensation ordered: £300.
202318844
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s concerns regarding: Planned upgrade work to his kitchen. Damage to his washing machine. The…
202324500
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s repair requests. We have also considered the landlord’s complaint handling as part of the…
202331736
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to: The resident’s request for insulation. The associated complaint.. Total compensation ordered: £100.
202328178
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s request for a different contractor to attend..
202332422
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of: Damp and mould in the property. A missing cooker connection. We have also…
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
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 and antisocial behaviour (ASB) from an…
202322210
The Ombudsman found no maladministration, maladministration in the landlord’s handling of : The landlord’s response to the resident’s concerns about extractor fans. The landlord's complaint handling.. Total compensation…
202318526
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of repairs to the communal gates. The Ombudsman has also considered the landlord’s complaint handling.. Total…
202403212
The Ombudsman found maladministration in the landlord’s handling of the landlord's response to the resident's concerns about her neighbour’s parking. The Ombudsman has also investigated the landlord’s handling of the…
202324423
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports about the conduct of its staff.. Total compensation ordered: £50.
202330237
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s response to the resident’s concerns about the condition of the property when it was let to her.. Total…
202321479
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s response to the resident’s: Requests to replace and repair the front door. Associated complaint.. Total compensation…
202315925
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s responsive repairs, including a paving slab to the front of the property and the rear garden fence.. Total…
202317326
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) by a neighbour and ASB in the…
202317003
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a gutter leak..
202331764
The Ombudsman found service failure, no maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s request for the landlord to write off his arrears because of the…
202313288
The Ombudsman found maladministration, no maladministration in the landlord’s handling of : The landlord’s response to the resident about his right to buy application. The landlord’s response to the resident about…
202318293
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Adaptations to the property. The resident’s requests for reasonable adjustments.. Total compensation…
202317321
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the administration of, and queries regarding, service charges..
202323471
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of an overpayment of service charges made by the resident.. Total compensation ordered: £100.
202215835
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: the resident’s reports of damp and mould in her property and associated repairs. the associated complaint.. Total…
202315579
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of reports of rats at the resident’s property..
202319298
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of a neighbour’s security lights shining into her property, and antisocial behaviour…
202318297
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s handling of: The resident’s request about a named operative attending his property. A ‘warning marker’ on the…
202317327
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s request for reasonable adjustments. The Ombudsman has also considered the landlord’s complaint handling..…
202307138
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about the boiler, including her request that it be replaced.. Total compensation ordered: £350.
202322978
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Reports about sinking floors in the resident’s property. Reports about sinking paving slabs to the rear of the resident’s…
202230641
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns that a carbon monoxide alarm had not been installed in their home by 1 October…
202234246
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202234246 The Riverside Group Limited 22 November 2024 Our approach The Housing Ombudsman’s approach to investigating and determining…
202300886
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s request for compensation relating to repair delays, decorating, and flooring costs.. Total compensation…
202321149
The Ombudsman found service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: Damp and mould in the property and associated remedial repairs. His request for…
202221136
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s response to the resident’s concerns about: The conduct of its surveyor who visited her property on 31 October…
202319066
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB). The Ombudsman has also investigated the…
202333075
The Ombudsman found no maladministration, maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB). The resident’s loss of hot…
202330396
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Handling of the resident’s reports about the condition of the property on letting. Response to requests for a range of…
202319277
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s response to: The resident’s requests for repairs to the rear garden. The resident’s reports of damp and mould. The…
202312828
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s concerns about the levels of dust and noise from demolition works and her request for…
202301822
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of repair issues in her property..
202303723
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about a collapsed boundary wall. The Ombudsman will also consider the landlord’s complaint…
202314741
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s application for alternative accommodation. The Ombudsman has also considered the landlord’s…
202304958
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of multiple leaks and subsequent claim for compensation.. Total compensation ordered: £250.
202320607
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlords handling of the resident’s reports of: Repairs in the bathroom and her request for further works . Rubbish and…
202310139
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: handling of the resident’s reports that his parking space was being used by others and associated antisocial behaviour (ASB). complaint…
202300145
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s consultation with the resident relating to: A change in service delivery partner. Cyclical external painting works..
202330781
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Reports of rats in the property. The associated complaint.. Total compensation ordered: £2250.
202310549
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s reporting of safety concerns with the rear steps of the property. This report has also…
202212964
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about: The level of service charges. Cracks in the brickwork of the property. The upkeep of communal…
202317333
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s request for repairs. The Ombudsman has also considered the landlord’s complaint handling.. Total compensation…
202314087
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Temporary decant. Report of a burst water tank and associated repairs. Request for…
202309219
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s response to the resident’s request to remove woodchip wallpaper from the living room ceiling. The Ombudsman has also…
202307291
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s handling of: The repair and replacement of the resident’s boiler and gas fire. The resident’s…
202337969
The Ombudsman found maladministration, no maladministration in the landlord’s handling of REPORT COMPLAINT 202337969 The Riverside Group Limited 29 July 2024 Our approach The Housing Ombudsman’s approach to…
202312336
The Ombudsman found reasonable redress, maladministration, mediation settlement in the landlord’s handling of The complaint is regarding the landlord’s handling of: Repairs at the property following the resident’s…
202227117
The Ombudsman found no maladministration, maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: Construction works near to the property and the impact these had…
202304865
The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of REPORT COMPLAINT 202304865 The Riverside Group Limited 23 May 2024 Our approach The Housing Ombudsman’s approach…
202232510
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: response to the resident’s report that she had been burgled, and the level of support it offered. handling of repairs…
202305725
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of anti-social behaviour..
202223926
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of flooding from his shower and its response to his request…
202218341
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: Reports of damage to items in the resident’s property. The resident’s concerns about staff conduct..…
202312134
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s requests for repairs to a rear boundary wall. The Ombudsman has also considered the landlord’s complaint…
202306137
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s decision not to upgrade the resident’s bathroom ceiling following installation of a ground level shower and wet room..
202225303
The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint is about how the landlord has handled his reports about outstanding repairs to a boundary fence.. Total compensation ordered:…
202304703
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: A leak and the associated damp and mould. A carbon…
202231255
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s…
202231624
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s queries about a service charge, and paying for a service that was not being provided. The Ombudsman has also…
202221892
The Ombudsman found reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s queries about her service charge. The associated complaint.. Total compensation…
202206656
The Ombudsman found service failure, maladministration in the landlord’s handling of The resident’s complaint is about: The conduct of a housing officer. The landlord’s response to reports of asbestos at the property.…
202220540
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s: Response to the resident’s concerns about changes made to the Memorandum of Staircasing (MOS) by…
202210938
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns about the bathroom. Response to the resident’s request to be moved to…
202216395
The Ombudsman found service failure, no maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of fly tipping in the bin store. Concerns relating to the…
202220159
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould, and subsequent claim for compensation. The Ombudsman has also…
202012645
The Ombudsman found maladministration in the landlord’s handling of The landlord’s response to reports of noise from a neighbour’s Air Source Heat Pump (ASHP). Reports of no hot water at the property and the associated…
202108674
The Ombudsman found mediation settlement, maladministration, service failure in the landlord’s handling of : the landlord’s handling of the resident’s reports that she was experiencing antisocial behaviour (ASB); the…
202208731
The Ombudsman found service failure in the landlord’s handling of how the landlord handled repairs to the resident’s toilet.. Total compensation ordered: £50.
202214157
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of repairs to the resident’s kitchen following a leak..
202223877
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint concerns: The landlord’s decision to recharge the resident to repair the toilet in the property. The conduct of a…
202214546
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s report of a nuisance caused by an overgrown tree.. Total compensation ordered: £250.
202220692
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s decision to not replace a window at the resident’s property following his reports of this resulting in mould..
202117523
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of : The landlord’s handling and communication in relation to fire safety works and the provision of EWS1. The…
202219380
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s requests for upgrades to her property.. Total compensation ordered: £50.
202206996
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s concerns about the administration of the service charge. The Ombudsman has also considered the landlord’s…
202117955
The Ombudsman found service failure, no maladministration in the landlord’s handling of : The landlord’s handling of repairs to the communal electric car park gates. The level of the service charge raised by the…
202111905
The Ombudsman found maladministration in the landlord’s handling of : The time taken for the landlord to amend the resident’s service charge. The landlord’s complaint handling..
202223082
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns regarding the condition of the property when it was let to her..
202116185
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: the resident’s report of a leak in the roof; and the associated complaint.. Total compensation ordered: £2490.
202121237
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns: The landlord’s response to the resident request for compensation for personal injury he said he sustained due to the condition…
202115265
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of damp and mould in the property. The landlord’s handling of a leak in the bathroom. The…
202209085
The Ombudsman found no maladministration in the landlord’s handling of :.
202206444
The Ombudsman found no maladministration, maladministration in the landlord’s handling of : The landlord’s handling of the resident’s noise reports. The landlord’s complaint handling.. Total compensation ordered: £150.
202012317
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the reinstatement of the resident’s flat number sign to its original location, and the level of compensation offered for…
202209742
The Ombudsman found maladministration in the landlord’s handling of The landlord’s handling of the plastering repairs to the kitchen and living room celling, and its subsequent offer of compensation. The landlord’s…
202121870
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the consultation process with residents, prior to the 2021 partnership between the landlord and another housing…
202201403
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the repairs to the heating and hot water system, and the amount of compensation offered..
202204392
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of antisocial behaviour (ASB) by her neighbour..
202118590
The Ombudsman found service failure in the landlord’s handling of : the level of service charges compared with other properties on the development. the landlord’s response to the resident’s concerns and queries in…
202209646
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s request for her shower cubicle to be replaced..
202204382
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak at the property.. Total compensation ordered: £500.
202126771
The Ombudsman found no maladministration, service failure in the landlord’s handling of : The landlord’s response to the resident’s concerns about increases to the service charges for the 2021/22 financial year. The…
202115892
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s: Handling of fire safety works. Response to the resident’s concerns about the condition of communal areas of the…
202208737
The Ombudsman found service failure in the landlord’s handling of : The landlord’s response to the resident’s request that his kitchen, kitchen door, windows, external doors and radiators be repaired or replaced. The…
202216106
The Ombudsman found maladministration in the landlord’s handling of the level of compensation the landlord has offered for damage caused by its contractor to the wallpaper and a set of drawers in the resident’s bedroom..
202207502
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of the resident’s reports of poor quality work and damage caused by contractors when replacing her kitchen and bathroom, and…
202208873
The Ombudsman found service failure in the landlord’s handling of the landlord's response to the resident’s reports about her fence.. Total compensation ordered: £50.
202210893
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to the gable end of the resident’s property.. Total compensation ordered: £200.
202207613
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports regarding his door, and his subsequent request to be reimbursed for the cost of additional energy…
202208736
The Ombudsman found maladministration in the landlord’s handling of the landlord’s decision to recharge the resident for the repair to the soffit..
202204973
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s compensation request for replacement flooring, following water ingress through her front…
202114071
The Ombudsman found reasonable redress, service failure, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s annual gas service. The landlord’s handling of radiator repairs.…
202109918
The Ombudsman found no maladministration in the landlord’s handling of the landlords handling of the resident’s request for compensation for damaged flooring and increased energy bills..
202110871
The Ombudsman found no maladministration, service failure in the landlord’s handling of : The landlord’s attempts to access the resident’s property to carry out an inspection. The landlord’s handling of the complaint..
202113445
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s request for the replacement of a chain-link fence in the property.. Total compensation ordered: £100.
202000460
The Ombudsman found service failure, reasonable redress, no maladministration in the landlord’s handling of : The landlord’s response to the resident’s: Request for repairs and works, including internal and communal…
202123850
The Ombudsman found no maladministration in the landlord’s handling of the landlord's response to the resident’s request for his garden fence to be replaced by it..
202100881
The Ombudsman found maladministration in the landlord’s handling of the landlord's: Response to the resident’s reports of mould at the property. Complaints handling.. Total compensation ordered: £375.
202120187
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s handling of an annual gas safety check appointment..
202007006
The Ombudsman found service failure, no maladministration, reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB) by…
202118184
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s reports regarding its contractor’s attendance at his property. The complaint is also about…
202106360
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about service charge increases..
202111572
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of antisocial behaviour (ASB)..
202013454
The Ombudsman found no maladministration in the landlord’s handling of REPORT COMPLAINT 202013454 The Riverside Group Limited 20 December 2021 Our approach The Housing Ombudsman’s approach to investigating and…
202109560
The Ombudsman found no maladministration in the landlord’s handling of the landlord's decision not to replace the resident’s living room and kitchen flooring damaged by flooding..
202102149
The Ombudsman found no maladministration in the landlord’s handling of : The comments made by the landlord’s staff, about the resident, to the occupiers of the property next door..
202006904
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the level of service charges..
202110808
The Ombudsman found maladministration in the landlord’s handling of an increase of service charges..
202108359
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the increase in service charges..
201815919
The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of the landlord’s response to the resident’s requests for a vehicle to be prevented from parking in front of his window..
202111607
The Ombudsman found maladministration in the landlord’s handling of the response to a request for the rumble strip to be removed from the entrance of the estate..
202012509
The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of REPORT COMPLAINT 202012509 The Riverside Group Limited 29 September 2021 Our approach The Housing Ombudsman’s approach to…
202101133
The Ombudsman found no maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of repairs to the resident’s heating system..
202013015
The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of The complaint concerns how the landlord handled: The resident’s request to move property. The resident’s…
202017095
The Ombudsman found no maladministration in the landlord’s handling of The complaint concerns the landlord’s decision to decline the resident’s request for a fence to be installed at the back of the garden..
202002928
The Ombudsman found no maladministration, service failure in the landlord’s handling of The complaint concerns the landlord’s handling of: The resident’s reports of antisocial behaviour by his neighbours. The resident’s…
202003714
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of a property transfer offer..
202011970
The Ombudsman found reasonable redress, service failure in the landlord’s handling of : The level of compensation offered to the resident by the landlord for its disconnection of her external gas supply to the property.…
202013603
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of mismanagement of their service charge account and cyclical and sinking funds for major works. The…
202007063
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to concerns that were raised about staff conduct..
202014886
The Ombudsman found mediation settlement in the landlord’s handling of the level of compensation the landlord offered following a fire alarm repair..
201911171
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s decision not to compensate the resident for works he said he carried out to the kitchen, at his own expense, due to the poor quality…
201909546
The Ombudsman found reasonable redress, service failure in the landlord’s handling of The complaint concerns the landlord’s handling of repairs to the resident’s front and back doors..
202006171
The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of noise nuisance from a neighbour..
202001482
The Ombudsman found service failure in the landlord’s handling of : the landlord’s response to the resident’s reports of leaks into his property, including the conduct of its staff and damage to the property and his…
201915347
The Ombudsman found mediation settlement, service failure, reasonable redress, no maladministration in the landlord’s handling of The resident has complained about the landlord’s response to his reports of issues with…
201909268
The Ombudsman found maladministration in the landlord’s handling of The resident has complained about the landlord’s: response to her reports of damp and mould in her property; handling of a leak through her bedroom…
202001988
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns whether or not the resident is liable to pay for communal heating for their property.
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