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 13 published decisions.
Two Rivers Housing's maladministration rate (77%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202524626 Housing association
The landlord offered reasonable redress for its handling of the resident's concerns about a neighbouring property, where it delayed in taking enforcement action to achieve a long-term resolution. The Ombudsman…
202526719 Housing association
The Ombudsman found maladministration in the landlord's handling of reported damp and mould, due to delays in identifying the cause and completing repairs, poor record keeping and communication, and failure to…
202438048 Housing association
The Ombudsman found maladministration in the landlord's response to reports about garden repairs: it delayed agreed works, gave no clear timescales, reduced the scope without explanation, left a trial pit in situ…
202328979 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of bed bugs (failed to acknowledge the impact of a missed contractor appointment and failed to monitor the initial treatment,…
202328582 Housing association
The complaint concerned the landlord's handling of the residents' longstanding reports of antisocial behaviour and noise nuisance from a neighbour. The Ombudsman found the landlord had acted reasonably and in line with…
202306729 Housing association
The Ombudsman found the level and reasonableness of the 2022-2023 service charges, and the removal of rubbish and waste bins on the estate, were outside jurisdiction. It found no maladministration in the administration…
202219820 Housing association
The landlord was found to have maladministration for its response to damp reports (2015-2023), its failure to consider decanting the family, its complaint handling, and its record keeping. The landlord had already paid…
202127822 Housing association
The landlord was found to have maladministration for its handling of the resident's reports of damp and mould and a broken window. The landlord delayed unreasonably in completing works from March 2021 onwards, causing…
202209686 Housing association
The Ombudsman found reasonable redress for the landlord's handling of major adaptations, as its belated £10,000 compensation and remedial actions were sufficient to put things right. However, severe maladministration…
202017334 Housing association
The Ombudsman found maladministration for the landlord's delayed response to a neighbour's poor garden condition (causing a rat infestation), severe maladministration for its failure to properly handle reports of…
202122904 Housing association
The Ombudsman found maladministration by Two Rivers Housing in its handling of the staircasing process for a shared ownership resident. The landlord initially led the resident to believe they could purchase the freehold…
202127014 Housing association
The Ombudsman found maladministration by Two Rivers Housing for its handling of the resident's request for a replacement external door, including raising expectations then cancelling the order without notice, failing to…
202010606 Housing association
The Ombudsman found no maladministration in the landlord's handling of roof, guttering and mould repairs. The landlord acted in line with its policy, carried out inspections and raised works; delays were largely due to…
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