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 40 published decisions.
Your Housing Group Limited's maladministration rate (68%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202231183 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request for clarity on responsibility for repairs and rent calculation, and no maladministration in its complaint handling. The…
202403777 Housing association
The Ombudsman found reasonable redress in the landlord's handling of repairs to the kitchen and toilet, where the landlord acknowledged delays, apologised and paid £850 compensation. It found maladministration in the…
202348464 Housing association
The Ombudsman found reasonable redress in the landlord's response to roof repair concerns (having awarded significant compensation), service failure in its response to pest reports (overlooking initial handling delays…
202529711 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp, mould and outstanding repairs, and maladministration in its complaint handling. The landlord failed to consider…
202423517 Housing association
No maladministration was found in the landlord's response to the resident's concerns about his service charge costs, as the information provided satisfied its legal obligations under the Landlord and Tenant Act 1985 and…
202409121 Housing association
The Ombudsman found the ASB complaint outside jurisdiction as a court had already made a possession order. There was no maladministration in the landlord's handling of the rehousing request, though it could have better…
202416934 Housing association
The Ombudsman found reasonable redress in the landlord's handling of ASB reports, a confidentiality breach, window privacy work reimbursement and complaint handling, and no maladministration regarding its lettings…
202522934 Housing association
The landlord provided reasonable redress for its handling of damp and mould and garage repairs, but there was maladministration in its handling of a request to compensate for and replace damaged items (internal doors…
202409677 Housing association
The Ombudsman found no maladministration in the landlord's decision to continue requesting service and amenity charges from the resident's estate while the property was vacant, as this was consistent with the lease…
202449495 Housing association
The Ombudsman found service failure in the landlord's response to the resident's request to move and in its complaint handling, but no maladministration in its handling of the request for bathroom adaptations or the…
202419938 Housing association
The Ombudsman found service failure in the landlord's handling of kitchen flooring repairs, as it did not explain its change of approach and failed to address the resident's reports of appliance damage. It also found…
202342002 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of repair issues and in its complaint handling. The landlord was slow to resolve repairs, gave inconsistent information about…
202408907 Housing association
The complaint about the landlord's handling of ASB reports against the resident is outside the Ombudsman's jurisdiction because the matters were already determined by a court, which granted an injunction against the…
202337131 Housing association
The Ombudsman found reasonable redress in the landlord's response both to the resident's reports of heating loss and to the resident's complaint. No orders were made to put things right; the finding of reasonable…
202417659 Housing association
The landlord was found responsible for maladministration in its handling of repairs to skylights due to significant delays (skylight works remained incomplete nearly a year after the final response), and reasonable…
202342179 Housing association
Service failure found in the landlord's handling of damp and mould repairs and its response to damaged possessions. The landlord failed to schedule all required works within its policy timescales, did not acknowledge…
202419939 Housing association
The complaint concerned the landlord's response to concerns about the standard of cleaning in the communal areas and alleged window damage from the reach-and-wash system. The Ombudsman found no maladministration: the…
202332667 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about fire doors in communal areas being left open at night. Independent fire safety assessments confirmed the doors were…
202414685 Housing association
The Ombudsman found maladministration in the landlord's handling of water ingress and associated repairs due to prolonged delays (December 2022 to October 2024), poor communication and distress caused. Service failure…
202428001 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs following a burst water pipe under the kitchen, due to significant delays (9 months to repair a trip-hazard kitchen floor), failure to follow…
202403889 Housing association
The Ombudsman found maladministration in the landlord's handling of kitchen and bathroom repairs due to significant delays, poor record keeping, and complaint handling failures. No maladministration was found in the…
202419290 Housing association
The landlord acknowledged service failings in its response to the resident's ASB reports and request for a reasonable adjustment (email-only communication), including closing the case without explanation and questioning…
202304570 Housing association
The landlord handled reports of a lack of heating and hot water and concerns about service charge issues, and there was service failure in both. It did not consider providing a water heater to the resident despite his…
202302414 Housing association
The complaint concerned the landlord's handling of enquiries about an increase in utility charges and its administration of the Energy Bill Relief Scheme (EBRS) and Energy Bill Discount Scheme (EBDS). The Ombudsman…
202226197 Housing association
The Ombudsman found maladministration in the landlord's handling of leaks, damp and mould, and service failure in complaint handling, ordering an inspection and total compensation of £1,850, including £1,450 previously…
202321447 Housing association
The Ombudsman found service failure in the landlord's handling of leaks (it failed to reimburse the resident's own dehumidifier running costs), no maladministration in the landlord's handling of moving the resident (the…
202308167 Housing association
The landlord offered reasonable redress for its handling of the resident's ASB reports by apologising, identifying learning and offering £800 compensation (recommended to be paid). However, there was maladministration…
202330966 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, because it did not arrange a full damp and mould survey or find the cause until around nine months after the first report.…
202234964 Housing association
The Ombudsman found reasonable redress for the landlord's handling of flooring repairs to the bathroom and wet room and of damp and mould reports, and no maladministration for its handling of the reported rat…
202310534 Housing association
The Ombudsman found maladministration across all heads: the landlord's handling of damp and mould (including woodlice and garden flooding), window/guttering/extractor fan repairs, shower and sink drainage and…
202233147 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request to repair the bathroom extractor fan, which took 137 days, and ordered a written apology and £250 compensation. It found…
202304306 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's blocked toilet, citing significant and repeated delays and a failure to complete the necessary drainage works, which remained…
202311044 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs (a roof leak, bathroom extractor fan, toilet repair, replacement bedroom light, damp and mould, a wall crack and a paint pack), ordering…
202336421 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's requests for repairs, reports of damp and mould, and the complaint. The landlord failed to correctly diagnose repairs, sent the wrong…
202214825 Housing association
The Ombudsman found maladministration for the landlord's handling of antisocial behaviour over 49 months, its complaint handling (failing to address core service charge concerns for 31 months), and its record keeping.…
202303695 Housing association
The complaint concerned the landlord's decision to replace the resident's bathroom extractor fan with an upgraded fire-safe model following a Fire Risk Assessment. The Ombudsman found no maladministration, as the…
202121482 Housing association
The Ombudsman found reasonable redress for the landlord's handling of rent arrears and a mutual exchange request, as the landlord was empathetic, offered support, and compensated for a miscommunication about UC…
202105287 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of the resident's ASB reports and the associated complaint. The landlord acknowledged it could have done more to gather evidence of the…
202016452 Housing association
No maladministration was found regarding the landlord's response to reports of rubbish and personal items in communal areas, as it took reasonable action including warnings, TORT notices, inspections and removals.…
202017428 Housing association
The landlord offered £400 compensation which the Ombudsman found to be reasonable redress for service failures in handling the resident's request for replacement of his living room window and associated complaint…
Landlord Monitor feature
Landlord Monitor tracks your organisation's record, benchmarks you against peers and sends early-warning alerts the moment a new determination is published.