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 92 published decisions.
Vivid Housing Limited's maladministration rate (57%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202502075 Housing association
The resident, a shared owner of a new-build flat, reported excessive heat in the property. The Ombudsman found no maladministration in the landlord's response, as it acted in line with its lease obligations (repairs and…
202527798 Housing association
The complaint concerned the landlord's handling of a shared ownership application process, after it initially told the applicant the property did not require an EWS1 form when it later transpired it did (and the form…
202345345 Housing association
The Ombudsman found maladministration in the landlord's response to an overflowing toilet and sewage leaks, which took 43 days to resolve and had significant impact on a vulnerable resident with a young child. No…
202536477 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould, including delays in surveys and repairs, failure to triage under Awaab's law, and failure to consider household…
202402252 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the external steps. The landlord delayed raising the repair, failed to complete work on the booked dates, and did not complete the repair…
202425383 Housing association
The Ombudsman found reasonable redress where the landlord acknowledged a service failing in its response to a roof leak repair, apologised, offered £50 compensation, and implemented a case management system for complex…
202421653 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for a kitchen replacement, as its communications were unclear and it failed to follow up on agreed actions between May and…
202430841 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould in the bathroom, service failure in its handling of the resident's concern about damage to personal belongings, and…
202518527 Housing association
The Ombudsman found maladministration in the landlord's response to reports of subsidence and to repairs and maintenance (windows, roof, lintel, brickwork) due to delays, poor communication and record keeping, and…
202426374 Housing association
The Ombudsman found maladministration in the landlord's response to the condition of the property when the resident moved in and the subsequent repairs: it did not ensure the property met its voids standards, was…
202322040 Housing association
The Ombudsman found maladministration in the landlord's handling of damp, mould and leaks, other repairs, and its complaint handling. It delayed addressing leaks, providing a dehumidifier and completing resulting…
202347588 Housing association
The Ombudsman found the landlord provided reasonable redress for its handling of the resident's reports of a rodent infestation, having arranged pest treatment, completed repairs, and offered proportionate compensation.…
202336039 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp and mould (delays beyond its D&M policy timescales, with significant impact), no maladministration in its handling of the…
202428548 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs (a leaking roof and damp and mould) and maladministration in its complaint handling. It ordered the landlord to apologise, pay £1,850…
202342140 Housing association
The Ombudsman found the damp and mould complaint outside jurisdiction (not exhausted through the landlord's procedure), maladministration in the landlord's handling of reports of a lack of hot water, reasonable redress…
202427889 Housing association
The complaint concerned the landlord's handling of a shared owner's request for works to her water-logged garden. The Ombudsman found no maladministration: the resident was responsible for her private garden under the…
202421339 Housing association
The complaint concerned the landlord's handling of the resident's reports of damp and mould resulting in bugs in a shared ownership new-build flat and communal hallway. The Ombudsman found service failure: the…
202400144 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of a fly infestation affecting her property, and no maladministration in its handling of the associated complaints. The…
202421917 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about repairs (the extractor duct pipe) and pest access. Repairs took almost/over a year, the landlord failed to follow its damp…
202400024 Housing association
The resident complained about the landlord's handling of cleaning and maintenance of communal windows at her shared-ownership flat. The Ombudsman found service failure both in the landlord's handling of the window…
202336673 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about the frequency of grounds maintenance (the resident did not receive the service she was paying for over a prolonged period,…
202407217 Housing association
The Ombudsman found reasonable redress in how the landlord responded to the resident's report of staff misconduct. It investigated promptly, apologised and offered proportionate compensation; after contact with the…
202442788 Housing association
The complaint concerned the landlord's handling of the resident's reports of two floods affecting the property. The Ombudsman found reasonable redress: the landlord had appropriately directed the resident to building…
202442572 Housing association
The resident complained about the landlord's response to reports of the condition of his windows, damp and mould, and a roof leak. The Ombudsman found reasonable redress regarding the windows (the landlord recognised…
202320014 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of defects/snagging in a new-build shared ownership property (delays, though the landlord addressed the issues and its revised…
202329409 Housing association
The complaint concerned the landlord's response to a shared owner's reports of roof repairs. The Ombudsman found the landlord's substantive position correct (the lease made the shared owner responsible for both external…
202415481 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about block paving works outside his property. Although the landlord initially failed to consider the resident's…
202317241 Housing association
The complaint concerned the landlord's handling of replacement windows for a shared-ownership leaseholder, including delays, poor communication and the Section 20 process. The Ombudsman found the landlord had recognised…
202328475 Housing association
The Ombudsman found service failings and delays in the landlord's handling of the resident's soffit and bathroom tiling repairs, but the landlord's total £510 compensation offer (including sums for delayed complaint…
202341328 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of repairs, including delays in approving and progressing cavity wall insulation, failure to liaise with contractors about the…
202402563 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of roof repairs allowing entry for pests, her fire safety concerns, and the associated complaint, but no maladministration in its…
202315915 Housing association
The landlord offered reasonable redress for sending a letter about planned roof repairs in error (which confused the resident about repair responsibilities), having apologised and offered £50. However, the Ombudsman…
202322185 Housing association
The complaint concerned the landlord's handling of reports of antisocial behaviour (ASB). The Ombudsman found no maladministration: the landlord responded promptly, agreed an action plan, gathered evidence including…
202310709 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to move, but service failure in its handling of the complaint due to delays and failure to follow its complaints policy. The…
202416849 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about the condition of her front door frame, due to a lack of clarity over responsibility for the external decoration and a delay…
202328542 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould repairs, including a failure to follow its damp and mould policy and various delays, and service failure in its handling of the…
202316020 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs following a leak (bathroom repairs took almost 11 months) and in its complaint handling, finding no maladministration on the fridge-freezer and…
202406134 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (delays in investigation, poor communication with the developer, failure to consider the household's…
202404623 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports about the water supply and in its complaint handling. Water testing by the water board and an independent company confirmed the…
202316347 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's damp and mould reports, maladministration in its handling of her other repair requests and her associated complaint, and service…
202304389 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB which were subject to a 2023 complaint, as it did not take proportionate measures or engage the full breadth of tools…
202312618 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports about a neighbour running a business from home or about items left in a shared alleyway, and could not investigate the benefit fraud…
202345986 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of a flea infestation and damp and mould. It concluded the landlord's pest-control advice and goodwill offer, and its damp…
202338276 Housing association
The complaint concerned the landlord's handling of the resident's reports of damp and mould. The Ombudsman found no maladministration: the landlord followed its damp and mould policy, inspected the property, identified…
202232798 Housing association
The Ombudsman found a service failure in the landlord's handling of reported anti-social behaviour from the resident's neighbour, because it failed to install a spy hole camera on the resident's door before she moved…
202209946 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould, including failure to inspect for nearly 2 years, appointment mismanagement, and delayed surveys. Maladministration was also found in…
202301273 Housing association
The Ombudsman found service failure in the landlord's handling of reports about a communal bin store and pests (flies and bed bugs) in the resident's property, citing delays in acting on the bin store reports, a failure…
202318464 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould in the main bedroom and dining room, and maladministration in its record keeping. It found unreasonable delays installing a kitchen…
202211238 Housing association
The Ombudsman found maladministration in the landlord's handling of reported defects to a shared ownership property, where defects reported from March 2021 remained unresolved for over 3 years due to poor monitoring and…
202222069 Housing association
The Ombudsman found the landlord's £2,950 compensation offer for prolonged delays and poor communication in resolving damp and mould caused by defective rendering was reasonable redress, given the severe long-term…
202209503 Housing association
The landlord was found to have maladministration for failing to review service charges after changing staff services in 2018, breaking promises, poor record-keeping, and not signposting the resident to the First-tier…
202307445 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's report of ongoing noise (including premature conclusions on responsibility, misadvice and missed appointments) and in its complaint…
202228847 Housing association
The Ombudsman found service failure in the landlord's handling of garden drainage and shed replacement works due to contractor and communication failures, and maladministration in its complaint handling due to lack of…
202225825 Housing association
The Ombudsman found no maladministration in the landlord's handling of a bereaved resident's tenancy succession request, as its offer of discretionary succession to a one-bed property followed policy correctly. However,…
202215308 Housing association
The Ombudsman found service failure in the landlord's handling of ASB concerns (failure to address underlying causes) and the impact of major cladding works (damp and mould response, failure to consider a decant). The…
202214928 Housing association
The Ombudsman found severe maladministration for the landlord's handling of reports of air tightness, damp and mould, due to significant delays in inspections and repairs, poor communication, failure to risk-assess a…
202211330 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about the service management charge, due to unreasonable delays in completing a promised review and poor communication about…
202202539 Housing association
The Ombudsman found no maladministration in the landlord's handling of a shared-ownership leaseholder's concerns about the condition of her windows and French doors, as the lease clearly places full repair and…
202224270 Housing association
The Ombudsman found service failure in the landlord's handling of a delayed extractor fan repair and its complaint responses, which failed to acknowledge or apologise for the delay, but found the existing £110…
202211143 Housing association
The Ombudsman found no maladministration by Vivid Housing Limited in its handling of a gas safety inspection and gas repairs. The LPG pipework was installed by the resident as an improvement, so the landlord was not…
202207002 Housing association
The Ombudsman found maladministration for the landlord's handling of repairs (repeated boiler leaks, delays, defective work, and poor handling of carpet damage concerns) and service failure for complaint handling delays…
202119844 Housing association
The Ombudsman found severe maladministration for the landlord's handling of reports of leaks and damp/mould, including failure to address health concerns, poor communication, and failure to properly consider a buy-back…
202209862 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about asbestos in the property. The landlord took appropriate steps including arranging a full survey, offering removal or…
202209794 Housing association
The Ombudsman found service failure in how the landlord handled the resident's request for it to bear the costs of repairing blown windows. The landlord failed to properly investigate the cause of condensation affecting…
202207186 Housing association
The Ombudsman found that the landlord offered reasonable redress for its acknowledged failures in handling the resident's antisocial behaviour reports, including poor communication, lack of support, and inadequate case…
202014652 Housing association
The Ombudsman found no maladministration by Vivid Housing Limited regarding its response to the resident's concerns about requesting direct payment of service charges and the calculation of those charges. The landlord…
202117855 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about bike shed security and request for door upgrades, as the landlord inspected, repaired and improved the shed…
202012617 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports about anti-social behaviour and dog urine, nor in its handling of the resident's request for a management move. The landlord…
202127008 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's request to succeed to his late parents' tenancy. The landlord correctly applied succession law under the Housing Act 1988,…
202118947 Housing association
The Ombudsman found service failure in the landlord's response to the resident's requests to replace damaged flooring and cupboards after a leak, due to delays in providing dehumidifiers, inspecting repairs, and failing…
202104383 Housing association
The Ombudsman found no maladministration by Vivid Housing Limited regarding how it allocated parking bays for the resident's property. The landlord acted in line with the tenancy agreement and site plans, and there was…
202120265 Housing association
The Ombudsman found maladministration for the landlord's failure to offer temporary accommodation to a resident with medical evidence that climbing stairs due to repeated lift breakdowns was harming her health. No…
202124450 Housing association
The Ombudsman found service failure by Vivid Housing Limited in its handling of a resident's reports of overgrown bamboo from a neighbouring property. The landlord failed to consider low-cost barrier options, did not…
202125975 Housing association
The Ombudsman found no maladministration by Vivid Housing Limited regarding its handling of the resident's right to buy application (the resident did not qualify under government rules), electrical repairs (the landlord…
202121033 Housing association
The Ombudsman found reasonable redress for the landlord's handling of damp and mould reports, as the landlord offered £450 compensation for delays and poor communication which resolved the complaint satisfactorily. No…
202016235 Housing association
The Ombudsman found no maladministration by Vivid Housing Limited in its handling of repairs to the communal lift. The landlord acted reasonably by commissioning independent inspections, carrying out recommended works,…
202013379 Housing association
The Ombudsman found no maladministration by Vivid Housing Limited in its handling of the resident's reports of anti-social behaviour (including noise nuisance) and its handling of the resident's request for a management…
202114858 Housing association
The landlord reasonably declined the resident's request for a dropped kerb and driveway because the front garden was communal and not demised to the property. However, the landlord acknowledged failings in communication…
202007902 Housing association
The landlord was found to have maladministration for its handling of the resident's reports of repair issues, including significant delays, poor coordination, and failure to keep the resident informed over a period from…
202015759 Housing association
The Ombudsman found no maladministration in the landlord's handling of a silverfish infestation, as it arranged pest control treatments, investigated possible causes including roof leaks and structural defects, and…
202010013 Housing association
The Ombudsman found maladministration by Vivid Housing Limited for its handling of a resident's reports of damp and mould over nearly two years. The landlord carried out multiple inspections but failed to identify the…
202104108 Housing association
The Ombudsman found that the landlord offered reasonable redress (£200 compensation) for confusion caused during the letting process about whether it was acting as landlord or managing agent. The resident had signed a…
202100151 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of a defective bathroom door repair that was delayed from May 2019 to January 2021, with missed appointments and a failure to arrange…
202016990 Housing association
The Ombudsman found no maladministration in the landlord's handling of the complainant's housing application. The landlord was entitled to withdraw its conditional offer based on its lettings policy grounds. Although…
202005530 Housing association
The Ombudsman found service failure by the landlord for not actively chasing the developer on defect reports until after the resident complained, and for significant delays in complaint handling (93 working days). The…
202009229 Housing association
The Ombudsman determined that the complaint about the resident's service charge increase was outside its jurisdiction because the fundamental issue concerned the level and reasonableness of service charges, which is a…
202008502 Housing association
The landlord incorrectly set up the resident's monthly direct debit, causing rent arrears, and delayed correcting the error. It apologised, offered £370 compensation (above its own policy), and added process checks. The…
202005614 Housing association
The Ombudsman found no maladministration by Vivid Housing Limited in its handling of a resident's reports of noise nuisance (screaming, shouting, banging) from a neighbour. The landlord took appropriate, proportionate…
202002223 Housing association
The Ombudsman found no maladministration by Vivid Housing Limited regarding its refusal to pay the full £900 warranty excess for roof repairs at a shared-ownership property. The lease made the leaseholder responsible…
201915956 Housing association
The Ombudsman found no maladministration by Vivid Housing Limited regarding its handling of a leaseholder's dispute about the management fee in his service charge, his request for standing order forms, and the…
202000669 Housing association
The Ombudsman found no maladministration regarding the standard of landscaping, as the landlord took reasonable steps to pursue the developer responsible for the communal areas and agreed not to charge service charges…
202004239 Housing association
The Ombudsman found no maladministration by Vivid Housing Limited in its response to the resident's allegation that a staff member untruthfully closed her complaint with the Ombudsman, and no maladministration in its…
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