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Bernicia Group
Also published by the Ombudsman as: Bernicia Group Limited
Name shown exactly as the Ombudsman publishes it. If this landlord has merged or changed its name, older rulings may be listed under a former name.
Key figures
- Rulings published
- 10
- February 2021 to February 2026
- Maladministration found
- 70%
- 7 of 10 rulings: severe maladministration, maladministration or partial maladministration
- Severe maladministration
- 0
- rulings with this overall outcome. The Ombudsman’s 2025-26 report counts 0 severe maladministration findings (it counts findings, not rulings).
All landlords: maladministration found in 73% of rulings (13,428 of 18,334). Based on fewer than 30 rulings, so one new ruling can move the percentage by several points.
Open the full interactive viewSee, filter and share all 10 rulings.
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Maladministration | 3 | 30% |
| Partial maladministration | 4 | 40% |
| Reasonable redress | 1 | 10% |
| Outside jurisdiction | 2 | 20% |
“Maladministration found” on this site means the first three outcomes: severe maladministration, maladministration or partial maladministration. What these words mean.
Orders or recommendations
Number of rulings with each tag. The Ombudsman’s archive uses one tag for both orders and recommendations, and one ruling can have several. Where the outcome was reasonable redress or no maladministration, they are recommendations.
| Tag | Rulings |
|---|---|
| Compensation | 7 |
| Apology | 3 |
| Case Review | 2 |
| Policy Review | 2 |
| Staff Training | 2 |
| Take Specific Action (non-repair) | 2 |
| Process Change | 1 |
| Repairs | 1 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Repairs (includes damp and mould) | 6 | 5 | |
| Managing Relations | 4 | 4 | |
| Financial | 2 | 0 | |
| Health and Safety (inc. building safety) | 2 | 1 | |
| Moving/ | 2 | 2 | |
| ASB/ | 1 | 1 | |
| Estate Management | 1 | 1 |
A ruling can have more than one category tag. 1 ruling has no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2021 | 4 | 2 | |
| 2022 | 1 | 0 | |
| 2023 | 0 | 0 | |
| 2024 | 2 | 2 | |
| 2025 | 2 | 2 | |
| 2026 | 1 | 1 |
Calendar years, by the date printed on each ruling.
Size and complaint rates
Why the home counts differ: the Ombudsman counts homes owned or managed under its jurisdiction, including leasehold homes. The Regulator counts social homes owned.
Housing Ombudsman, 2025-26
Figures from the Ombudsman’s 2025-26 report on this landlord.
1 April 2025 to 31 March 2026. Counted by finding, not by ruling.
14,662 homes owned or managed under the Ombudsman’s jurisdiction, 31 March 2026
These per-1,000 figures are the Ombudsman’s own, for 2025-26. “Cases” counts all the cases the Ombudsman dealt with about this landlord, not only the determinations below.
- Determinations (cases decided)
- 6
- Findings
- 18
- Maladministration findings
- 9
- Maladministration rate (share of findings)
- 56%
- Severe maladministration findings
- 0
- Compensation ordered
- £3,390
Regulator of Social Housing, 2024/25
Tenant Satisfaction Measures, year to 31 March 2025.
13,868 homes owned social rent and shared ownership, 31 March 2025
- Stage 1 answered on time
- 83.4%
- Stage 2 answered on time
- 93.8%
“On time” means within the Complaint Handling Code timescales. Medians from the Regulator’s 2024/25 headline report. Contains public sector information licensed under the Open Government Licence v3.0.
The landlord’s own satisfaction results page (may now show 2025/26 figures)
Latest rulings
See and filter all 10The 10 most recent of 10 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 11 February 2026Case 202422631 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord's handling of the resident's reports of repairs to her front and back doors and windows.”
Orders or recommendations: Compensation, Repairs
- 29 October 2025Case 202402680 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about: The level of compensation offered by the landlord following damage to the resident’s property caused by damp and mould. The landlord’s handling of the complaint.”
Orders or recommendations: Compensation, Take Specific Action (non-repair)
- 12 May 2025Case 202420134 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) (shortened) “The complaint is about the landlord’s response to the resident’s concerns about: An unpleasant smell in the property. Having to move out of the property due to major works. The 2-week period given to move properties. This Service has also considered the…”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 20 June 2024Case 202226172 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) (shortened) “The complaint is about the landlord’s response to the resident’s: Concerns about the safety of the boiler and gas pipework, including its handling of the installation of a gas meter at the property. Concerns that the property was let without a valid Energy…”
Orders or recommendations: Apology, Case Review
- 22 February 2024Case 202219357 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) (shortened) “The complaint is about the landlord’s handling of the resident’s: Concerns about the suitability of the allocated property; Reports of antisocial behaviour (ASB) and noise nuisance; Concerns about the conduct of the housing director; Concerns about the…”
Orders or recommendations: Apology, Compensation, Policy Review, Process Change
- 11 May 2022Case 202115061 · Assured TenancyReasonable redress
What the complaint was about (from the ruling) “The complaint is about the level of compensation offered by the landlord for its handling of repairs to the resident’s storage heaters.”
Recommendations: Compensation, Staff Training
- 30 December 2021Case 202115529 · Assured Shorthold TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the repair of the resident’s heating and hot water system, and the replacement of a part of his boiler.”
Orders or recommendations: Compensation, Policy Review, Staff Training
- 10 December 2021Case 202114716 · Assured TenancyOutside jurisdiction
What the complaint was about (from the ruling) “The complaint concerns the landlord’s handling of the resident’s reports their fridge freezer was damaged following an electrical test.”
- 25 August 2021Case 202106739 · Assured TenancyOutside jurisdiction
What the complaint was about (from the ruling) “The complaint is about the level of rent.”
- 24 February 2021Case 201905757 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to reports of Antisocial Behaviour (ASB), in particular, noise nuisance and sound transference and its subsequent complaint handling.”
Orders or recommendations: Case Review, Compensation
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