Housing Plus Group

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

Which landlord the figures cover. The Ombudsman's yearly report is published under the group's name, The Housing Plus Group Limited, with no split between Homes Plus and Wrekin.^[1] Its individual decisions are published under each landlord's own name — Homes Plus Limited or The Wrekin Housing Group Limited.^[6][7]

“There was maladministration in the landlord’s response to the resident’s reports of damp and mould.”^[6]

Housing Ombudsman Service, Homes Plus Limited (202332724) — Housing Ombudsman decision (28 November 2025, 202332724)

The 2025-26 report. The Ombudsman decided 18 cases about the group between 1 April 2025 and 31 March 2026, excluding withdrawn cases and those outside its jurisdiction. They produced 36 findings, one per issue investigated.^[1] The report records a maladministration rate of 41.7% — 15 of those findings — below the national rate of 62% and the 52% for landlords of a similar size and type.^[1] None of the findings was severe maladministration.^[1]

“The number of 'Mal' findings recorded for The Housing Plus Group Limited is 15, which gives the Maladministration rate of 41.7% (15 / 36).”^[1]

Housing Ombudsman Service, Landlord Performance Report April 2025 - March 2026 — The Housing Plus Group Limited (15 September 2026)

Where the findings fell. Responsive repairs had 17 findings and a maladministration rate of 35%, against 72% nationally. Managing relations, which covers how a landlord deals with residents, had 10, at 50% against 57% nationally.^[1] Complaint handling had 9 findings, second only to condensation, damp and mould, which the disrepair page covers.^[1]

Putting things right. In 11 findings the Ombudsman decided the landlord had already offered reasonable redress, and in 10 it found no maladministration.^[1] It made 25 orders and 21 recommendations, and recorded £12,079 in compensation, ordered and recommended combined. There were no complaint handling failure orders, and all orders with a target date in the year were met within three months.^[1]

What the group says. In its self-assessment against the Complaint Handling Code, submitted in March 2025 after the merger, the group said it was not meeting some of the Code's requirements on response times, and set out a plan to fix that.^[9] For 2025-26 it reports 98.9% of stage one complaints and 94.2% of stage two complaints answered within the Code's timescales.^[4]

What tenants say. In the group's 2025-26 tenant satisfaction figures, which covered Homes Plus and Wrekin tenants, 86.8% of low-cost renters who had a repair were satisfied with the repairs service.^[4] Sarah Watson, Chair of the group's Service, Performance and Customer Experience Committee, said the results show good progress in areas like repairs, but that repairs do not always happen as quickly as they should.^[4]

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 grades after the merger. The Wrekin Housing Group became a subsidiary of Housing Plus Group on 6 January 2025.^[2] In an interim judgement published on 25 June 2025, the regulator graded the group G1 for governance: "Our judgement is that the landlord meets our governance requirements."^[2] It graded it V2 for viability, finding that it meets the viability requirements and can deal with a reasonable range of adverse scenarios, but needs to manage material risks to stay compliant.^[2]

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

Regulator of Social Housing (GOV.UK), The Housing Plus Group Limited (L4491) - Interim Regulatory Judgement: 25 June 2025 (25 June 2025)

“Our judgement is that the landlord meets our viability requirements. It has the financial capacity to deal with a reasonable range of adverse scenarios but needs to manage material risks to ensure continued compliance.”^[2]

Regulator of Social Housing (GOV.UK), The Housing Plus Group Limited (L4491) - Interim Regulatory Judgement: 25 June 2025 (25 June 2025)

Where those grades came from. The regulator drew on the G1 and V2 grades that Housing Plus Group and Wrekin each held before the merger. It said those earlier viability grades reflected both landlords' higher investment in their existing homes — and, at Wrekin, higher development costs — at a time of uncertainty over interest rates and inflation.^[2]

No consumer grade yet. The judgement records the consumer grade as "not assessed yet". The regulator says it awards standard grades after an inspection or a responsive assessment, and it has not yet published a consumer grade for the group.^[2] That absence is an inspection that has not happened, not a finding either way.

No regulatory notice. There is no regulatory notice — a formal published finding of a breach — in force against The Housing Plus Group 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 whether Homes Plus or Wrekin 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.^[11]

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

Complaint handling. It must handle complaints under the Housing Ombudsman's Complaint Handling Code. One two-stage process covers Homes Plus and Wrekin tenants — the disrepair page explains how to use it.^[10]

Each landlord's repair timescales. Homes Plus and Wrekin publish different repair targets, and Homes Plus has temporarily lengthened some of its waiting times — the disrepair page sets them out.^[16][18][19]

Where to report and complain. Homes Plus tenants report repairs by phone or through the Homes Plus repairs page (opens in new tab); Wrekin tenants through the My Wrekin app or by phone, as Wrekin's repairs page (opens in new tab) explains.^[16][20] Both landlords' complaint routes are listed on the group's complaints and feedback page (opens in new tab).^[10]