Amplius

The Housing Ombudsman is the independent body that investigates complaints about social landlords. It records failings as "service failure", "maladministration" or — the most serious — "severe maladministration", and its maladministration rate counts all three. The figures are for Amplius Living.^[1]

The 2025-26 performance report. The Ombudsman's report covers 95 Amplius cases decided between 1 April 2025 and 31 March 2026, excluding those outside its jurisdiction or withdrawn.^[3] As the Ombudsman set out the rate: "The number of 'Mal' findings recorded for Amplius Living is 124, which gives the Maladministration rate of 57.7% (124 / 215)." That is below the national rate of 62%, but above the 52% for landlords of a similar size and type.^[3] Two findings were severe maladministration, both about condensation, damp and mould.^[3]

“The number of 'Mal' findings recorded for Amplius Living is 124, which gives the Maladministration rate of 57.7% (124 / 215).”^[3]

Housing Ombudsman Service, Landlord Performance Report 2025/2026 – Amplius Living (9 September 2026)

Where the findings fell. Most concerned managing relations with residents, including complaint handling (83 findings), or responsive repairs (78), where the maladministration rate was 64% against 72% nationally.^[3]

Orders and compensation. It made 249 orders and 82 recommendations, and recorded £60,671 in compensation ordered and recommended. All 249 orders due in the year were met within three months.^[3]

Down on the year before. The 2024-25 rate was 81%, across 60 cases — a figure the Ombudsman says may differ from last year's, because it combined merged landlords' 2023-25 data.^[3]

“Where a landlord has merged, we have merged the 2023-25 data and it may therefore be different to the published figures last year.”^[3]

Housing Ombudsman Service, Landlord Performance Report 2025/2026 – Amplius Living (9 September 2026)

A further investigation. In June 2026 the Ombudsman reported on a further investigation: "We opened an investigation following the merger of Longhurst and Grand Union to form Amplius. This was due to increased maladministration (80.3%) and severe maladministration (9.8%) rates compared to the previous year."^[5] It said the cases it reviewed, from both Longhurst and Grand Union, showed poor handling of repairs, complaints, vulnerabilities and estate management.^[5] Amplius said in its learning statement that it was "truly sorry", and that complaint response times now consistently meet required timescales.^[5]

“We opened an investigation following the merger of Longhurst and Grand Union to form Amplius. This was due to increased maladministration (80.3%) and severe maladministration (9.8%) rates compared to the previous year.”^[5]

Housing Ombudsman Service, Landlords share extensive learning following Housing Ombudsman's further investigation process (4 June 2026)

In individual cases. In May 2025, within the report's year, it found severe maladministration in Amplius's response to a resident's reports of damp and mould, and ordered a further £1,710 and a specialist damp survey.^[6] An August 2025 grounds-maintenance case ended in service failure, with no maladministration in complaint handling.^[7]

“In accordance with paragraph 52 of the Housing Ombudsman Scheme, there was severe maladministration in the landlord’s response to the resident’s reports of damp and mould and subsequent remedial repairs.”^[6]

Housing Ombudsman Service, Amplius Living (202416520) — Housing Ombudsman decision (12 May 2025, 202416520)

Before the merger. In a decision published in February 2023, the Ombudsman made two severe maladministration findings against Longhurst Group, over repairs after a rat infestation and its complaint handling. It ordered £2,300, including £1,000 Longhurst had already offered, and Longhurst apologised publicly.^[8]

The Regulator of Social Housing (RSH) grades social landlords for consumer standards — the homes and services tenants get — from C1 (the strongest) to C4, and for governance (G1 to G4) and financial viability (V1 to V4).

Amplius's consumer grade is C2. In a judgement published on 26 August 2026 — its first consumer grading of Amplius — the regulator graded it C2: "Our judgement is that there are some weaknesses in the landlord delivering the outcomes of the consumer standards and improvement is needed."^[1] The weaknesses were in two of the consumer standards: Safety and Quality, and Transparency, Influence and Accountability.^[1]

Safety and Quality: repairs and damp. The regulator found weaknesses in Amplius's repairs service. It said performance against timescales has improved since the merger, but complaints and feedback show continuing problems with service quality and communication.^[1] It also found Amplius has faced challenges meeting increased demand for damp and mould work since new legal duties came in, and is addressing the resourcing and process issues behind that — though the regulator said continued and consistent improvement will need to be evidenced.^[1]

Transparency, Influence and Accountability: complaints. Under this standard, the regulator said Amplius has improved its complaint handling and now reports strong performance on response times, but has identified parts of the service that still need to improve.^[1] It also found that repairs problems are driving high volumes and repeat complaints.^[1]

Where it gave assurance. The regulator found Amplius has appropriate systems for tenants' health and safety, and keeps an up-to-date record of the condition of its homes from physical surveys.^[1]

Governance and viability. The regulator graded Amplius G1 for governance: "Our judgement is that the landlord meets our governance requirements." It graded it V2 for viability, finding it meets the requirements but has less capacity to absorb shocks while it invests in existing homes and builds new ones.^[1]

What Amplius says. Amplius said it considers the judgement fair and balanced, accepts it needs to be more consistent, and is working to an improvement plan with the aim of reaching C1.^[10]

No regulatory notice. There is no regulatory notice — a formal published finding of a breach — in force against Amplius; the regulator's page for it lists only its judgement.^[2] Grades are reviewed from time to time and may change — the date above is the one that matters.

A housing association's repair duties are just as strong as a council's — and they do not depend on its track record.

Repairs. Under section 11 of the Landlord and Tenant Act 1985, Amplius must keep the structure and exterior of your home in repair — the roof, walls, windows and doors — and keep the installations for heating, hot water, gas, electricity, water and sanitation in proper working order. This applies to almost every tenancy and cannot be signed away in a tenancy agreement.

Fitness for human habitation. Under the Homes (Fitness for Human Habitation) Act 2018 (section 9A of the 1985 Act), your home must also be fit to live in — free from serious hazards, including damp and mould that could harm your health.

Awaab's Law. Awaab's Law now sets legally binding timescales for social landlords, housing associations included, to investigate hazards such as damp and mould and make homes safe — the disrepair page sets them out.^[11]

Amplius's own repair timescales. Amplius publishes maximum target times for emergency and non-emergency repairs — the disrepair page lists them.^[4]

Where to report and complain. Amplius is still bringing its customer services together, so for now its contact page at amplius.co.uk/contact-us links each tenant to the repairs and complaints routes of their legacy landlord, Grand Union or Longhurst Group.^[14] Complaints go through Amplius's two-stage complaints process.^[16]