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.^[1]

The 2025-26 performance report. The Ombudsman recorded a maladministration rate of 44.6% for GreenSquareAccord — 120 of 269 findings counted.^[3] That compares with a national rate of 62%, and 52% for landlords of a similar size and type.^[3] 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 The rate leaves out findings outside its jurisdiction or withdrawn.^[3]

“The number of 'Mal' findings recorded for GreenSquareAccord Limited is 120, which gives the Maladministration rate of 44.6% (120 / 269).”^[3]

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.^[3]

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.^[3]

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.^[3] The report's headline compensation figure for the year, ordered or recommended, is £71,794.^[3]

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.^[3]

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%.^[10] The Ombudsman described GreenSquareAccord's initial response as encouraging, and urged it to go further.^[10] GreenSquareAccord said it accepted the findings, and that many of the cases reflected challenges it faced after its April 2021 merger.^[11] It says the Ombudsman ended its follow-up monitoring in February 2025.^[12]

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.^[13]

Downgraded to G3 and V3 in October 2026. In a regulatory judgement published on 7 October 2026, the regulator downgraded GreenSquareAccord's governance from G2 to G3 and viability from V2 to V3.^[1] A G3 or V3 grade means the landlord does not meet the regulator's requirements and there are issues of serious regulatory concern. The regulator said GreenSquareAccord is working with it to improve.^[1]

Why the regulator downgraded GreenSquareAccord. It found weaknesses in financial governance, risk management, quality of information and internal controls. It said GreenSquareAccord relies on selling social homes to stay financially resilient. If things go worse than planned, it has limited capacity to cope, and its further options include more sales and less spending on repairs and maintenance. GreenSquareAccord still meets its loan conditions, but that depends on more sales, cost cuts and change programmes.^[1]

What GreenSquareAccord says. GreenSquareAccord said it accepted the findings and had started improvements, including to risk management, financial planning and board oversight. Its chief executive, Ruth Cooke, told customers the judgement "is not about the safety of their homes". She said GreenSquareAccord would keep investing in its homes and meeting its safety responsibilities.^[14]

Consumer grade: C2, unchanged. After an inspection, the regulator gave GreenSquareAccord a consumer grade of C2 in a judgement published on 29 October 2025.^[1] The 2026 investigation did not reassess this grade.^[1] The 2025 inspection found a significant number of outstanding fire safety actions and a need to strengthen oversight of damp and mould work. It gained assurance on electrical and asbestos safety.^[1]

On repairs, the 2025 judgement said: "Reporting indicates that the time taken to complete a repair has reduced, but there remains a significant backlog of overdue repairs."^[1] GreenSquareAccord said it fully accepted those findings.^[15]

“Reporting indicates that the time taken to complete a repair has reduced, but there remains a significant backlog of overdue repairs.”^[1]

Regulator of Social Housing (GOV.UK), GreenSquareAccord Limited (LH3902): Regulatory Judgement - 7 October 2026 (7 October 2026)

A 2021 notice, now removed. In October 2021 the regulator found GreenSquareAccord had failed to meet statutory health and safety requirements for fire, electrical and asbestos safety. GreenSquareAccord said it had reported the problem itself.^[16] The regulator removed the notice in October 2025, saying the issues had been resolved.^[2]

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]