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Futures Housing Group Limited

Registered social landlord no. L4502. On this page: what their tenants say, how they handle complaints, the regulator's grades and how to swap your home.

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The regulator's verdict

The Regulator of Social Housing grades landlords on how well they look after tenants (consumer standards, C1 best to C4 worst) and, for housing associations, on governance (G) and financial viability (V).

G1 Governance well governed · Dec 2025
V1 Financial viability financially strong · Dec 2025

Councils are graded on consumer standards only. A grade is a snapshot at the date shown; the regulator publishes updates as it inspects.

Homes to swap from Futures Housing Group Limited tenants

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What tenants say

From the regulator's Tenant Satisfaction Measures survey, 2024/25, based on 1,064 tenant responses. Each figure is the share of tenants who said they were satisfied.

Satisfied with the overall service 75.5% better than the sector median of 71.8%
Satisfied with repairs 80.3% better than the sector median of 73.6%
Satisfied with time taken for repairs 74.1% better than the sector median of 69.5%
Home is well maintained 79.4% better than the sector median of 71.9%
Home is safe 83.2% better than the sector median of 77.6%
Landlord listens and acts 65.3% better than the sector median of 61.6%
Kept informed 73.4% better than the sector median of 72.0%
Treated fairly and with respect 79.5% better than the sector median of 77.9%
Satisfied with complaints handling 32.3% worse than the sector median of 35.5%
Communal areas clean and well maintained 64.7% worse than the sector median of 66.7%
Positive contribution to the neighbourhood 64% about the sector median (64.6%)
Satisfied with handling of anti-social behaviour 55.9% worse than the sector median of 59.5%

The thin marker on each bar is the median across all landlords in the data set. The landlord's own TSM report: futureshg.co.uk/about-futures/our-performance/.

Repairs, safety and complaints

From the landlord's own records reported to the regulator for 2024/25.

100% Gas safety checks completed about the sector median (100.0%)
100% Fire risk assessments completed about the sector median (100.0%)
100% Asbestos surveys completed about the sector median (100.0%)
100% Legionella risk assessments completed about the sector median (100.0%)
100% Lift safety checks completed about the sector median (100.0%)
0% Homes NOT meeting the Decent Homes Standard about the sector median (0.5%)
92.4% Non-emergency repairs done on time better than the sector median of 82.5%
89.9% Emergency repairs done on time worse than the sector median of 94.9%
55.5 Stage 1 complaints per 1,000 homes worse than the sector median of 53.9
98.2% Stage 1 complaints answered on time better than the sector median of 89.9
7.8 Stage 2 complaints per 1,000 homes about the sector median (8.4%)
100% Stage 2 complaints answered on time better than the sector median of 88.9
79.7 Anti-social behaviour cases per 1,000 homes worse than the sector median of 36.0

Repair targets: 30 24

Housing Ombudsman decisions

In the Ombudsman's 2025-26 review, Futures Housing Group Limited had 9 complaint determinations. 76% of findings went against the landlord (sector average 60%).

76%maladministration rate
worse than the sector average of 60%
27orders made
£10,919compensation ordered

The Housing Ombudsman has published 12 decisions about Futures Housing Group Limited in its searchable archive.

5maladministration
5partial maladministration
1no maladministration
  • Old Property Condition migrated-2025 (202308956) Outside Jurisdiction Dec 2024

    The complaint is about the landlord\u2019s response to the resident\u2019s partner\u2019s concerns about the conduct of its contractor.

  • Managing Relations (202234026) Maladministration Nov 2024

    The complaint is about the landlord\u2019s response to the resident\u2019s concerns about the conduct of its call handlers. The Ombudsman has also considered the landlord\u2019s complaint handling.

  • Old Complaints Handling categories (202302990) Maladministration Sep 2024

    The complaint is about the landlord\u2019s handling of a leak at the resident\u2019s property. The Ombudsman has also investigated the landlord\u2019s: Record keeping. Complaint handling.

  • Financial (202212340) Partial Maladministration Sep 2024

    The complaint is about: The resident\u2019s concern regarding the requirement for him to pay for the call system through the service charge. The landlord\u2019s handling of the resident\u2019s request to stop paying for the call system afte

  • Health and Safety (inc. building safety) (202310685) Partial Maladministration Aug 2024

    The complaint is about: The length of time the landlord\u2019s insurer took to process the subsidence insurance claim, assess the property and instruct the works to commence. The landlord\u2019s response to the resident\u2019s concerns abou

  • Estate Management (202112973) No Maladministration Jun 2023

    This complaint is about the landlord\u2019s handling of: Repairs to the intercom system. Repairs to a kitchen tap. The resident\u2019s complaints about external works.

Source: the Housing Ombudsman decisions archive, checked 13 Oct 2026. To see every case, search the archive for "Futures Housing Group Limited". Most landlords have some upheld complaints; compare the numbers with the landlord's size.

Swapping with a tenant of Futures Housing Group?

Both landlords have to approve a mutual exchange, and both have 42 days to decide. They can only refuse on the grounds set out in the Housing Act 1985. Get the application in early, keep your rent account clear, and ask for the decision in writing.

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