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 23 published decisions.
Thrive Homes Limited's maladministration rate (74%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202342071 Housing association
The Ombudsman found service failure in the landlord's handling of roof repairs and reports of damage, repairs to the downpipe and communal flooring following a flood, concerns about communal cleaning/fly-tipping/items…
202403389 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of noise nuisance, and service failure in its response to parking issues and in its complaint handling. The landlord was ordered…
202423429 Housing association
The Ombudsman found service failure in the landlord's handling of its request for the resident to relocate her garden table and chairs (due to failure to fairly apply its communal areas standards policy and poor record…
202415991 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the grounds maintenance service, as the landlord failed to keep commitments made in its stage 2 response and the same…
202432294 Housing association
The Ombudsman found the complaint about the level of service charge for window replacement works was outside its jurisdiction. It found reasonable redress in the landlord's handling of the resident's concerns about…
202436232 Housing association
The Ombudsman found service failure in the landlord's handling of damp and mould (repairs completed 2 months late) and noise nuisance (ASB policy not consistently followed, incomplete records), and maladministration in…
202450757 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp, mould and subsequent repairs. There were delays, the landlord failed to sufficiently investigate and promptly treat the…
202127733 Housing association
The Ombudsman found reasonable redress for the landlord's handling of ASB reports (failures in policy compliance, communication, and record-keeping, with £700 offered compensation and learning taken), no…
202433023 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (failure to properly diagnose the root cause, poor record keeping, delayed and incomplete repairs, failure to…
202324757 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the communal door entry system (over a year's delay from first report to completion) and maladministration in its communication regarding…
202400096 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of anti-social behaviour. The landlord acknowledged significant failings in its communication and compliance with its ASB…
202318487 Housing association
The Ombudsman found maladministration in the landlord's handling of and communication about cleaning, repair and maintenance of communal areas and fixtures in the resident's block. While the landlord apologised and…
202308302 Housing association
The Ombudsman found maladministration in the landlord's handling of communal repairs (communal front and back doors and a communal wall), its handling of reports of antisocial behaviour within the communal area, and its…
202414519 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about welfare adaptations: it installed a new fire regulation front door without a professional disability/OT assessment, used…
202311541 Housing association
The resident asked the landlord to refund a credit on her rent account. The landlord declined because its income protection policy requires a resident to hold more than four weeks' rent credit before a refund is…
202204257 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports about poor communal cleaning, and maladministration in its record keeping. The landlord failed to adequately monitor cleaning…
202200086 Housing association
The Ombudsman found maladministration by Thrive Homes Limited for its handling of defects in a shared ownership new build property, including poor record keeping, delays, and failure to communicate which defects the…
202123661 Housing association
The Ombudsman found maladministration in the landlord's response to reports of anti-social behaviour, due to poor communication, delays, and record-keeping failures that continued even after the landlord acknowledged…
202122651 Housing association
The landlord was found to have service failure for failing to maintain a bank of land it owned in front of the resident's leasehold property over several years from 2017, failing to add it to the grounds maintenance…
202110185 Housing association
The Ombudsman found no maladministration by Thrive Homes in its handling of the resident's compensation request after water ingress from the flat above caused damage. The landlord responded promptly to leaks, followed…
202003370 Housing association
The Ombudsman found no maladministration by Thrive Homes Limited regarding its handling of repairs to the bathroom ceiling, floor, and shower screen, and no maladministration regarding its handling of repairs to the…
202102346 Housing association
The Ombudsman found service failure by Thrive Homes regarding its handling of a leaseholder's concerns about communal cleaning standards and bin storage location, as the landlord's initial communication was poor and the…
202100890 Housing association
The Ombudsman found that the landlord's offer of £2000 compensation, a new tumble dryer, and new flooring, together with its apologies and actions to address the contractor failings, constituted reasonable redress for…
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