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 43 published decisions.
Thirteen Housing Group Limited's maladministration rate (44%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202430438 Housing association
The Ombudsman found the complaint about repairs to a window and door in the flat was outside jurisdiction as it concerned a lease interpretation dispute better dealt with by the courts. It found service failure in the…
202335937 Housing association
Maladministration was found in the landlord's response to reports of damp and mould, due to delays investigating the root cause, lack of timely and coordinated remedial works or rehousing, and failure to address…
202408309 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of a leak with damp and mould in the kitchen and of a rodent infestation with floorboard repairs, and service failure in its handling of a…
202342221 Housing association
Maladministration was found in the landlord's response to reports of a radiator leak causing damage to the resident's belongings, as it delayed follow-on works and failed to apply its own compensation policy for loss of…
202440514 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of an unsafe roof and subsequent car damage, and no maladministration in its complaint handling. The landlord met its repair and complaint…
202430416 Housing association
The Ombudsman found service failure in the landlord's handling of roof repairs and compensation queries, and maladministration in its handling of reports of damp and excessive cold and the resident's complaint. The…
202411250 Housing association
The Ombudsman found severe maladministration in how the landlord handled repairs to the property (including void/empty-homes standards, prolonged flooring and damp-and-mould repairs, and the decant) and severe…
202445642 Housing association
The Ombudsman found maladministration in how the landlord handled boiler repairs and the resident's compensation request, and service failure in its complaint handling. The landlord was ordered to apologise, pay £250…
202502875 Housing association
The Ombudsman found no maladministration by the landlord across all complaint heads. The landlord reasonably addressed the property condition and damp/mould reports, the resident was responsible for utility charges, and…
202447568 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of pest infestation and subsequent repairs (including failure to inspect reported kitchen damage) and damp and mould (failure to…
202426134 Housing association
The landlord resolved a leak from a neighbouring property within its policy timescales, but failed to communicate appropriately with the resident about when the leak would be stopped, amounting to a service failure. The…
202440546 Housing association
The complaint concerned the landlord's handling of the resident's reports of noise nuisance/ASB from a neighbour. The Ombudsman found no maladministration: the landlord conducted a thorough investigation in line with…
202414559 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould and the associated repairs, as it failed to follow up work after the first report and took considerable time to complete the…
202234205 Housing association
The landlord's decision not to allow the resident to buy her bungalow under the Right to Buy scheme was consistent with the government's guidance, but its wider handling had service failures: inadequate communication…
202331475 Housing association
The resident complained about the landlord's handling of his request for redecoration after the landlord repaired his kitchen. The Ombudsman found no maladministration: the landlord responded quickly, recalled and…
202324270 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's rent arrears or rechargeable repairs, as the landlord had no forwarding address and reasonably communicated by telephone and through…
202300616 Housing association
The Ombudsman found maladministration in the landlord's handling of cracks in the walls and the associated repairs, which were left outstanding for over three and a half years, and maladministration in its handling of…
202308820 Housing association
The complaint concerned the landlord's response to the resident's reports of pests (initially reported as bedbugs, later as fleas) within the property, and its refusal to replace her furniture and carpets. The Ombudsman…
202117526 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports due to its failure to perform a risk assessment or offer support given the resident's vulnerability. No maladministration was found in the…
202224339 Housing association
The Ombudsman found maladministration in the landlord's handling of anti-social behaviour reports, including repeated case closures without consent and unprofessional language, but no maladministration in its complaint…
202207896 Housing association
The Ombudsman found maladministration by Thirteen Housing Group Limited for its handling of repairs (significant delays including roof repairs taking over a year and external decoration over 2 years) and its response to…
202225861 Housing association
The landlord reasonably investigated a resident's allegations of staff verbal abuse, interviewing witnesses and reviewing CCTV, despite a lack of corroborating evidence and a delayed initial response. The Ombudsman…
202216797 Housing association
The Ombudsman found no maladministration by Thirteen Housing Group Limited in its response to the resident's concerns about a contractor's conduct during a shower repair visit. The landlord investigated appropriately,…
202216348 Housing association
The landlord was found to have a service failure in its handling of the resident's kitchen repairs. While the landlord acted reasonably overall by inspecting the property and offering to replace cupboard doors as a…
202204655 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports, as it failed to carry out a vulnerability assessment or create an action plan despite knowing the residents had PTSD and mental health…
202229570 Housing association
The Ombudsman found maladministration in the landlord's handling of a roof leak, ceiling damage, and damp and mould, and in its handling of garden decking removal and concrete repairs, ordering £1,500 compensation and…
202213991 Housing association
The Ombudsman found no maladministration in the landlord's handling of the outbuilding window repair, as it was completed within the 60-day timescale for planned repairs. The Ombudsman found that the landlord made…
202128300 Housing association
The Ombudsman found that the landlord had made a reasonable offer of redress (a £200 rent refund and £200 decorating vouchers) prior to investigation, which resolved complaints about void checks and handling of damp and…
202126558 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's request to purchase her home under the Right to Buy scheme. The landlord correctly explained that the resident did not have a…
202105749 Housing association
The Ombudsman found no maladministration regarding the landlord's handling of complaints about carpets/flooring, bath repairs, and rent differences. The landlord apologised for incorrect information about carpets,…
202121575 Housing association
The Ombudsman found no maladministration in the landlord's decision to pay compensation into the resident's rent account (as permitted by its policy), and determined that the landlord had offered reasonable redress for…
202116721 Housing association
The Ombudsman found no maladministration by Thirteen Housing Group Limited in its handling of the resident's reports of a leak in the bathroom. The landlord attended promptly when the leak was reported in 2021 and had…
202111696 Housing association
The Ombudsman determined that all three complaint heads were outside its jurisdiction: the complaints about the former leasehold property were raised too late (over 4 years after the landlord's final response); the…
202102442 Housing association
The Ombudsman found that the landlord offered reasonable redress after investigating the resident's reports that an operative damaged bathroom cladding and stained a carpet during a toilet replacement. The landlord's…
202105488 Housing association
The landlord offered to replace damaged flooring following a leak after Ombudsman intervention, which the Ombudsman determined resolved the complaint satisfactorily under the early resolution process.
202004485 Housing association
The Ombudsman found no maladministration in the landlord's handling of a leak report (attended within an hour) or its response to the resident's claim for carpet damage. The landlord reasonably declined liability as the…
202002401 Housing association
The Ombudsman found no maladministration in how the landlord handled repairs after a kitchen fire or in its response to the resident's claim for damaged personal items. However, the landlord offered reasonable redress…
202010684 Housing association
The Ombudsman found no maladministration by Thirteen Housing Group Limited in its handling of the resident's concerns about the management of stair lifts in the sheltered housing building. The landlord took reasonable…
201915406 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of pest infestation (rodents and flies). The landlord engaged pest control, carried out visits, and made commitments for further action…
202000580 Housing association
The Ombudsman determined that the complaint about the landlord increasing the resident's service charge was outside its jurisdiction under paragraph 39(g) of the Scheme, as it concerns the level of service charge, and…
202000917 Housing association
The Ombudsman found no maladministration in the landlord's handling of three complaint issues: supply of new communal bins (the landlord took reasonable steps but the delay was partly outside its control); removal of a…
201908379 Housing association
The Ombudsman found no maladministration by Thirteen Housing Group Limited in its handling of the resident's reports of anti-social behaviour and request to transfer. The landlord took appropriate steps to investigate…
201910486 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's transfer application, as it resolved issues within a reasonable time. However, there was service failure in complaint handling due to…
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