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 30 published decisions.
Walsall Housing Group Limited's maladministration rate (57%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202401971 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the condition of the rear patio (poor communication and failure to manage expectations about repair responsibilities, and…
202530694 Housing association
The Ombudsman found service failure in the landlord's handling of reports of leaks, damp and mould, the resident's request for her housing officer not to contact her, and the complaint handling, and maladministration in…
202344921 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about a boundary dispute which she felt caused damp and mould, and service failure in its handling of the complaint. The landlord…
202413627 Housing association
The landlord made an offer of reasonable redress in its handling of the resident's request to be rehoused, having delayed upgrading her housing banding for approximately three months after she provided an occupational…
202110945 Housing association
The Ombudsman found maladministration in the landlord's handling of skirting board repairs (delayed from February 2021 with inadequate rescheduling of missed appointments), no maladministration in its handling of…
202334609 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damaged rear fencing, which took around 341 days (about 11 months) to complete against a 28-day target, with no proactive updates to the…
202445292 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp and mould, citing a delay of around four months in raising and completing works, insufficient specific advice on heating…
202427673 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of drainage and plumbing issues at the property, nor in its handling of the associated complaint and request for…
202302975 Housing association
The Ombudsman found reasonable redress in the landlord's handling of damp and mould and its associated communication, as its £325 offer was in keeping with the remedies guidance, and service failure in its handling of…
202325741 Housing association
The resident complained about the landlord's handling of her request for a driveway repair and the associated complaint. The Ombudsman found no maladministration in either: the driveway was not the landlord's…
202417856 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, and in its handling of repairs to fencing, floorboards, a power socket, window sealant and paving. Although…
202233755 Housing association
The Ombudsman found service failure in the landlord's handling of roof repairs, which were delayed with a leak ongoing for 122 working days between survey and replacement, and the landlord failed to consider the…
202313560 Housing association
The complaint concerned the landlord's handling of allegations of noise caused by the resident's dog, which led the landlord to issue court proceedings and the resident to give an undertaking. The Ombudsman determined…
202224302 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, as it investigated, offered mediation, and reasonably required evidence before further action, though it recommended better…
202309975 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for adaptations: while declining the adaptations was in line with policy, the landlord failed to set realistic expectations,…
202219666 Housing association
The Ombudsman found maladministration by Walsall Housing Group Limited for its handling of issues relating to a parking space that was omitted from the original land transfer, leaving the resident unable to staircase or…
202205983 Housing association
The Ombudsman found no maladministration in the landlord's handling of water supply reports, as it responded appropriately and took reasonable steps. However, there was reasonable redress regarding remedial works to the…
202209749 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a rodent infestation and its complaint handling, no maladministration in its refusal of temporary accommodation, and maladministration in its record…
202216614 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's mutual exchange application. The landlord reasonably refused the exchange under Ground 3 of Schedule 3 of the Housing Act 1985…
202212693 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's report of a leak or in its complaint handling. The landlord attended the leak as an emergency within 24 hours and correctly advised…
201903432 Housing association
The Ombudsman found that the landlord's offer of £2000 compensation and apologies for significant delays in completing multiple repairs over four years (including bathroom, door, drain, leak and damp issues) resolved…
202203203 Housing association
The landlord was found to have maladministration for its handling of a leak from the property above, including delays, poor communication, and failure to investigate damp and mould. Service failure was found for…
202127405 Housing association
The landlord responded promptly to the resident's boiler failure, installing a new boiler within 11 days and providing temporary heaters. However, it failed to clearly acknowledge or remedy a delay in addressing a leak,…
202125063 Housing association
The landlord was found to have maladministration for its handling of a bathroom radiator repair. It cancelled the repair during the November 2020 lockdown without adequately informing the resident, and when the resident…
202111671 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour and noise nuisance, as it took reasonable investigative steps including use of a noise app, warnings,…
202008533 Housing association
The Ombudsman found maladministration by Walsall Housing Group in its handling of a resident's housing transfer, void repairs, and complaint handling. The landlord failed to follow through on promises of additional…
202009396 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's requests for rehousing, property adaptations and support for medical needs, as the landlord acted in line with its policies and…
202004709 Housing association
The Ombudsman found that the landlord offered reasonable redress for significant failings in handling repairs to the resident's home, including a year-long delay completing underpinning works which deprived the resident…
202000914 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to be rehoused after the birth of her twins, as the landlord followed its allocations policy and offered a reasonable…
202006506 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's rehousing application. The landlord acted in line with its allocations policy, offered to commission an independent medical…
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