Bromford Flagship LiveWest

The Housing Ombudsman is the independent service that investigates complaints about social landlords. When it finds a landlord got things wrong, it makes a finding of "maladministration" — or "severe maladministration" for the most serious failings, and "service failure" for the least. Its maladministration rate counts all three together.^[1]

Which landlord the figures cover. The Ombudsman publishes its yearly report under the merged name, Bromford Flagship LiveWest Limited, and does not split the figures between Bromford, Flagship and LiveWest.^[1][2]

The 2025-26 report. The Ombudsman decided 142 cases between 1 April 2025 and 31 March 2026, excluding cases wholly outside its jurisdiction or withdrawn. They produced 349 findings, because one case can carry a finding on each issue investigated. Findings outside its jurisdiction are left out of the rate, leaving 337.^[1] The report records a maladministration rate of 51.0% — 172 of 337 findings counted — against 62% nationally and 60% for landlords of a similar size and type.^[1]

“The number of 'Mal' findings recorded for Bromford Flagship LiveWest Limited is 172, which gives the Maladministration rate of 51.0% (172 / 337)”^[1]

Housing Ombudsman Service, Landlord Performance Report April 2025 - March 2026 — Bromford Flagship LiveWest Limited (14 September 2026)

Where the findings fell. Four findings were severe maladministration: three about responsive repairs and one about estate management.^[1] Condensation, damp and mould accounted for 34 findings, one of them severe.^[1]

Putting things right. In 86 findings the Ombudsman decided the landlord had already offered reasonable redress, in 78 it found no maladministration, and one was resolved by mediation.^[1] It made 354 orders. Its compliance table records all 354 orders due in the year as complied with within three months.^[1] The Ombudsman recorded £104,362 in compensation, ordered or recommended.^[1]

Individual cases. Two pre-merger decisions were published under LiveWest Homes Limited. In October 2025 the Ombudsman found severe maladministration in how LiveWest responded to a resident's reports of damp flooring. It ordered £950, on top of the £4,309 LiveWest had already paid.^[8] In a July 2025 case, LiveWest offered £1,800 after a 15-month delay in inspecting damp and mould; the Ombudsman found that was reasonable redress.^[9]

“There was severe maladministration in the landlord’s response to the resident’s reports of damp flooring.”^[8]

Housing Ombudsman Service, LiveWest Homes Limited (202417299) — Housing Ombudsman decision (20 October 2025, 202417299)

What the landlord says. Bromford Flagship LiveWest says its service fell short in the severe maladministration cases. It reports tighter oversight of complex and stage 2 complaints, and a new single point of contact model.^[5]

What tenants say. In the landlords' own tenant surveys for 2025-26, 83.7% of Bromford Flagship's renting tenants said they were satisfied with the overall service. Of those who had complained, 39.8% were satisfied with how it was handled. For LiveWest the figures were 85.6% and 50.3%.^[4][6]

The Regulator of Social Housing (RSH) is the government body that checks social landlords meet required standards. It grades landlords for governance — from G1 (the strongest) to G4 — for how well a landlord is run; for financial viability — from V1 to V4; and, since 2024, for consumer standards — from C1 to C4 — for the homes and services tenants actually get.

Interim top grades after the merger. In an interim judgement published on 25 February 2026, after LiveWest joined, the regulator graded the merged landlord G1 for governance, finding that it meets the governance requirements.^[2] It graded it V1 for viability, finding that it meets the viability requirements and could cope with a wide range of adverse scenarios.^[2] The regulator drew on the earlier G1 and V1 grades held by Bromford Flagship and by LiveWest.^[2]

“Our judgement is that the landlord meets our governance requirements.”^[2]

Regulator of Social Housing (GOV.UK), Bromford Flagship LiveWest Limited (L4449) - Interim Regulatory Judgement: 25 February 2026 (25 February 2026)

“Our judgement is that the landlord meets our viability requirements and has the financial capacity to deal with a wide range of adverse scenarios.”^[2]

Regulator of Social Housing (GOV.UK), Bromford Flagship LiveWest Limited (L4449) - Interim Regulatory Judgement: 25 February 2026 (25 February 2026)

No consumer grade yet. The judgement records the consumer grade as "not assessed yet", and the regulator did not award an interim one. It says it has not previously assessed Bromford Flagship against the consumer standards.^[2] That absence is an inspection that has not happened, not a finding either way.

LiveWest's earlier grade. Before the merger, LiveWest Homes Limited held a consumer grade of C1, the strongest, after an inspection in March 2025. That grade was LiveWest's alone; the regulator has not applied it to the merged landlord.^[2]

No regulatory notice. There is no regulatory notice — a formal published finding of a breach — in force against Bromford Flagship LiveWest Limited; the regulator's page for it lists only the interim judgement.^[3] 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. They apply whichever of Bromford, Flagship or LiveWest is named on your tenancy.

Repairs. Under section 11 of the Landlord and Tenant Act 1985, your landlord 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.^[10]

Each brand's repair timescales. Bromford, Flagship and LiveWest each publish their own target times for emergency and routine repairs, and their non-emergency targets differ — the disrepair page lists them.^[4][15]

Where to report and complain. Report a repair and complain through the brand you rent from. Bromford, Flagship and LiveWest each have their own online forms and phone lines — the disrepair page links them.^[13] One two-stage complaints policy covers the whole group, but for now you still complain through your own brand.^[20]