One of the most challenging aspects of reporting on issues related to GreenSquareAccord has been the consistent pushback and victim-blaming from GSA. Therefore, it’s incredibly rewarding to see governing bodies like the Housing Ombudsman validate concerns that I have raised, as well as those raised by other residents across GSA’s entire property portfolio.

On the 4th January, I received what felt like a late Christmas present, the Housing Ombudsman podcast discussing the investigation into GSA and an overview of their findings. Many of the issues addressed in the podcast have been raised directly on the GreenSquareAccord Resident Support site.

One issue I’ve repeatedly highlighted is the discrepancy between GreenSquareAccord’s published results regarding resident satisfaction with repairs and the official tenant satisfaction measures. It was reassuring to hear this concern raised in the podcast, with the Housing Ombudsman also emphasising the importance of addressing it.

Summary of Key Points

Special Investigations Overview

  • Special investigations, conducted under Paragraph 49 of the Housing Ombudsman Scheme, explore systemic issues responsible for generating multiple complaints against a landlord.

  • These investigations aim to provide learning for the sector and recommend improvements.

  • The investigation uncovered six instances of severe maladministration across three cases reviewed between 2018 and 2023.

Impact of the Merger

  • The merger disrupted GSA’s initial 5-year plan, forcing the prioritisation of urgent issues such as asbestos, electrical safety, fire checks, service quality, and complaints management.

Complaint Handling Issues

  • GSA employed an informal “resolve” stage in its complaint process, leading to delays and skewed official reporting.

  • Residents faced prolonged complaint journeys, with repeated responses that didn’t escalate issues appropriately.

  • GSA has since updated its complaint-handling policy to align with the Housing Ombudsman’s code.

Compensation Failures

  • GSA frequently failed to offer appropriate compensation, even when complaints were upheld.

  • The Ombudsman has ordered GSA to pay significantly higher compensation in reviewed cases.

  • While improvements have been made to the compensation policy, further refinements are still needed.

Policy and Governance Weaknesses

  • Policies and procedures were inconsistent and outdated post-merger, contributing to systemic failings.

  • A lack of a vulnerability policy until 2023 and insufficient guidance for staff affected decision-making.

Repair Management Challenges

  • Repairs made up 79% of complaints in 2023-2024, with issues including delays, poor communication, and unresolved cases.

  • Some residents waited years for repairs, often receiving no updates or facing deteriorating conditions.

  • A lack of communication and timely action worsened resident dissatisfaction.

Case Examples

  • Complaint Handling: One resident received multiple responses but couldn’t escalate their complaint due to GSA’s flawed process, prolonging their journey to resolution.

  • Compensation: A resident reporting damp, mold, and lack of hot water received no compensation until the Ombudsman ordered £3,450 plus repairs.

  • Repairs: Another resident waited over two years for plasterwork repairs, with delays worsening the condition and requiring additional inspections.

Outcome and Recommendations

  • GSA has updated its complaint handling and compensation policies but must ensure full compliance and address systemic issues proactively.

  • The Ombudsman emphasised the need for robust governance, effective communication, and resident-focused practices to improve service delivery.

  • This investigation serves as a critical learning tool for the sector, underscoring the importance of addressing systemic failings to improve resident satisfaction and trust.

    What Can We All Learn?

    The Housing Ombudsman’s latest podcast offers a sobering look at the systemic issues at GreenSquareAccord, highlighting areas that demand urgent attention. The findings reveal widespread failings in complaint handling, with concerns often dismissed, responses delayed, and accountability avoided. Persistent issues of disrepair continue to negatively impact the health and well-being of residents, while the power imbalance between residents and 

    GreenSquareAccord remains a significant challenge. Many residents feel unheard and unable to challenge poor practices.

    The findings stress that these issues stem from a deeply rooted culture within GreenSquareAccord that prioritises their own reputation over the welfare of residents. A shift toward empathy, transparency, and accountability is essential to rebuilding trust. The need for proactive resolution is also clear—GSA must engage openly with residents and address issues promptly to prevent escalation. Ultimately, the podcast serves as a call to action for reform within the sector, one that focuses on residents' rights and voices.

    Will they truly embrace the lessons learned and rise to the challenge? After years of feedback, complaints, and now official findings, will GreenSquareAccord take the necessary steps to rebuild trust with its residents? Why haven’t they issued a sincere public apology to all residents, one that acknowledges the harm done and the ongoing struggles many have faced—especially considering the same enthusiasm and attention they devote to their housing development projects? These projects, after all, are often heavily publicised and celebrated, but where is the same level of transparency, accountability, and care when it comes to addressing the grievances and concerns of those who already live in GSA’s homes?

    As we look toward 2025, it’s crucial to question whether these findings will be allowed to fade into the background, or if they will be used to genuinely reshape the way GSA operates and engages with its residents. Will these findings become a key part of the narrative moving forward, guiding meaningful change, or will they be brushed aside in favour of a more convenient story? This is a pivotal yet another moment for GreenSquareAccord, and the decisions made in the coming months will determine whether the organisation can move forward with the residents' best interests at heart.