Be One Homes

The Housing Ombudsman investigates complaints about social landlords. Where a landlord got things wrong, it finds "service failure", "maladministration" or, for the most serious failings, "severe maladministration". Its maladministration rate counts all three.

The 2025-26 performance report. The Ombudsman recorded a maladministration rate of 43.8% for Be One Homes — 14 of 32 findings, across 15 decided cases.^[1] That compares with a national rate of 62%, and 52% for landlords of a similar size and type.^[1]

“The number of 'Mal' findings recorded for Be One Homes is 14, which gives the Maladministration rate of 43.8% (14 / 32).”^[1]

Housing Ombudsman Service, Landlord Performance Report 2025/2026 — Be One Homes (14 September 2026)

Cases per 1,000 homes. In 2025-26 the Ombudsman received 5.0 cases per 1,000 Be One Homes properties, against a median of 5.4 for landlords of a similar size and type.^[1]

Where the findings fell. The largest category was responsive repairs, with 13 findings, including both of the year's severe maladministration findings.^[1] Severe findings made up 6% of its findings, against 2% nationally.^[1]

Leaks and mould in a family home. In July 2025 the Ombudsman found "severe maladministration by the landlord in respect of its handling of the resident's reports of various repairs, including leaks".^[2] Leaks from the roof and the bathroom went unresolved, and mould spread, in the home of a mother of four between 2022 and 2025. The Ombudsman ordered a director-level apology, £4,852.17 compensation and a senior review of the case.^[2]

“there was severe maladministration by the landlord in respect of its handling of the resident's reports of various repairs, including leaks.”^[2]

Housing Ombudsman Service, Bolton at Home Limited (202433682) (31 July 2025, 202433682)

Delayed disability adaptations. In October 2025 the Ombudsman found severe maladministration over adaptations for a disabled child, delayed for three years. It ordered £1,600 compensation and an apology from a senior officer.^[3]

“There was severe maladministration in the landlord's handling of disability adaptations.”^[3]

Housing Ombudsman Service, Be One Homes (202445923) (23 October 2025, 202445923)

The landlord's side. In the leaks case it accepted delays and gaps in the repair records it inherited in a merger. In the adaptations case it accepted failings in overseeing its architect. It had offered £350 compensation in each.^[2][3] The Ombudsman noted access difficulties in the leaks case, and accepted that some adaptation delays, such as council planning, were outside the landlord's control.^[2][3]

Orders and compensation. It made 32 orders and 17 recommendations; all the orders due in the year were met within three months.^[1] Its headline compensation figure is £10,002, including £500 recommended rather than ordered.^[1]

Earlier years. The report shows rates of 78% in 2023-24 and 65% in 2024-25, each across 11 decided cases.^[1] The Ombudsman says that from October 2025 it examined complaint handling in every case, which affects how rates compare with earlier years.^[6]

The Regulator of Social Housing (RSH) is the government body that checks social landlords meet required standards. It grades landlords for consumer standards (C1 to C4), governance (G1 to G4) and financial viability (V1 to V4). On each scale, 1 is the strongest.^[7] Its judgements still use the name Bolton at Home.^[4]

The current grades: C2, G2 and V2. After an inspection in 2024, the regulator graded the landlord C2 for consumer standards: "Our judgement is that there are some weaknesses in the landlord delivering the outcomes of the consumer standards and improvement is needed."^[4] Its latest judgement, in December 2025, kept governance at G2 and viability at V2.^[4]

Repairs and damp. The regulator said: "The inspection identified weaknesses in the provision of an effective, efficient and timely repairs and maintenance service."^[4] It found the landlord was managing a significant number of damp and mould cases and needed better reporting on them to its board.^[4]

“The inspection identified weaknesses in the provision of an effective, efficient and timely repairs and maintenance service.”^[4]

Regulator of Social Housing (GOV.UK), Bolton at Home Limited (4568) - Regulatory Judgement: 17 December 2025 (17 December 2025)

Where it gained assurance. The regulator found the landlord understood the condition of its homes and reported a high level of compliance with health and safety duties. It also gained assurance that the landlord "addresses complaints fairly, effectively and promptly".^[4]

Governance. The G2 grade reflects findings that the landlord's risk and control framework was not always working as documented, and that it needed a more sustainable business plan.^[4]

What Be One Homes says. It calls the grades compliant across all standards, says it recognises further improvement is achievable, and says it has been working with the regulator on a Grading Improvement Plan.^[8]

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, Be One Homes 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.^[9]

Safety checks. Be One Homes must also meet health and safety duties for its homes, such as fire, gas and electrical safety.

Complaint handling. Be One Homes must handle complaints under the Housing Ombudsman's Complaint Handling Code, through a two-stage process with set response times — the disrepair page explains how to use it.^[12]

Be One Homes' own repair timescales. It sorts repairs into priorities, each with a published target time — from emergencies through to routine work — which the disrepair page lists.^[13]

Where to report and complain. Report a repair by phone, in person, by email or live chat, and complain online, by email, by phone or in writing, using the contact details on beonehomes.com.^[12][14]