GreenSquareAccord

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 "service failure", "maladministration" or, for the most serious failings, "severe maladministration". Its maladministration rate counts all three together. The findings below concern GreenSquareAccord Limited.^[7]

The 2025-26 performance report. The Ombudsman recorded a maladministration rate of 44.6% for GreenSquareAccord — 120 of 269 findings counted.^[4] That compares with a national rate of 62%, and 52% for landlords of a similar size and type.^[4] The report counts 116 cases decided in the year to 31 March 2026, with 280 findings. The rate leaves out findings outside its jurisdiction or withdrawn.^[4]

“The number of 'Mal' findings recorded for GreenSquareAccord Limited is 120, which gives the Maladministration rate of 44.6% (120 / 269).”^[4]

Housing Ombudsman Service, Landlord Performance Report 2025/2026 — GreenSquareAccord Limited (14 September 2026)

Cases per 1,000 homes. In 2025-26 the Ombudsman received 16.1 cases per 1,000 GreenSquareAccord homes, against a median of 5.4 for landlords of a similar size and type.^[4]

Where the findings fell. Responsive repairs was the largest category, with 109 findings, and both of the year's severe maladministration findings were in it. The largest sub-categories were complaint handling, with 86 findings, other responsive repairs, with 33, and condensation, damp and mould, with 27.^[4]

Orders and compensation. The Ombudsman made 267 orders and 101 recommendations. Its compliance table shows all 267 orders due in the year were complied with within three months.^[4] The report's headline compensation figure for the year, ordered or recommended, is £71,794.^[4]

Earlier years. The Ombudsman decided 38 cases in 2023-24 and 18 in 2024-25, when the rate was 78% and then 51%. It adjusted the 2023-24 figures, so they may differ from those first published.^[4]

The 2024 special report. In October 2024 the Ombudsman published a special report on GreenSquareAccord. In 30 cases decided between August 2023 and February 2024, it found a maladministration rate of 93% for complaint handling and 79% for property condition. The national rates were 76% and 54%.^[9] The Ombudsman described GreenSquareAccord's initial response as encouraging, and urged it to go further.^[9] GreenSquareAccord said it accepted the findings, and that many of the cases reflected challenges it faced after its April 2021 merger.^[10] It says the Ombudsman ended its follow-up monitoring in February 2025.^[11]

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.^[12]

Under review since May 2026. On 13 May 2026 the regulator placed GreenSquareAccord on its gradings under review list, which it uses to alert people to serious concerns it is investigating.^[12] It said: "The regulator is currently investigating matters which may indicate serious failings in the landlord delivering the outcomes of the Governance and Financial Viability Standard."^[1] The outcome will be confirmed in a new judgement. By 26 September 2026 none had been published, and GreenSquareAccord was still on the list.^[1]

“The regulator is currently investigating matters which may indicate serious failings in the landlord delivering the outcomes of the Governance and Financial Viability Standard.”^[1]

Regulator of Social Housing (GOV.UK), Grading Under Review - GreenSquareAccord Limited: 13 May 2026 (13 May 2026)

What GreenSquareAccord says. Its chief executive, Ruth Cooke, said: "While we are disappointed to be placed on the gradings under review list, we accept the decision and will continue working closely with the Regulator to address its remaining concerns."^[13] In a July 2026 update for investors, GreenSquareAccord said an improvement programme was under way, including stronger governance, financial controls and board oversight.^[14]

The current grades: C2, G2 and V2. In a judgement published on 29 October 2025, after an inspection, the regulator gave GreenSquareAccord its first consumer grade, C2: "Our judgement is that there are some weaknesses in the landlord delivering the outcomes of the consumer standards and improvement is needed."^[7] It found a significant number of outstanding fire safety actions and a need to strengthen oversight of damp and mould work, but gained assurance on electrical and asbestos safety.^[7] On repairs, it said: "Reporting indicates that the time taken to complete a repair has reduced, but there remains a significant backlog of overdue repairs."^[7]

“Reporting indicates that the time taken to complete a repair has reduced, but there remains a significant backlog of overdue repairs.”^[7]

Regulator of Social Housing (GOV.UK), GreenSquareAccord Limited (LH3902) - Regulatory Judgement: 29 October 2025 (29 October 2025)

Governance and viability. The same judgement downgraded governance from G1 to G2 and kept viability at V2.^[7] GreenSquareAccord said it fully accepted the findings.^[15]

A 2021 notice, now removed. In October 2021 the regulator published a regulatory notice. It found GreenSquareAccord had failed to meet statutory health and safety requirements for fire, electrical and asbestos safety. GreenSquareAccord said it had reported the problem to the regulator itself.^[16] The regulator removed the notice in October 2025, saying the issues behind it had been resolved.^[7]

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, GreenSquareAccord 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.^[17]

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

Complaint handling. GreenSquareAccord 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.^[20]

GreenSquareAccord's own repair timescales. GreenSquareAccord sorts repairs into priorities, each with a published target time — from emergency repairs through to planned work — which the disrepair page lists.^[22]

Where to report and complain. Report a repair online, through your myGSA account or by phone, and complain by phone or through the online form on greensquareaccord.co.uk.^[20]