Please note our systems are currently down for maintenance over the weekend and on Monday 12th October 2026.

This means our phone lines, web chat and webform will be unavailable during this time for updates on existing cases.

If you’d like to raise a new case with us during this time, please send it to info@housing-ombudsman.org.uk.

We’ll provide a further update for customers Monday 12th October 2026 here. We apologise for any inconvenience this may cause.

Decisions

We publish decisions as part of our commitment to being open and transparent.

Decision reports do not include residents’ names, but we name landlords. They date from December 2020, and we publish them 3 months after the final decision date.

In some cases, we will not publish a decision if it is not in the resident’s or landlord’s interest. Or if we will compromise the resident’s anonymity. You can read more in our guidance on decisions.

Date

(date from format: mm/dd/yyyy)
(date to format: mm/dd/yyyy)

Landlord Name

Landlord type

Complaint Category

Outcome

Tenure

Orders

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Newcastle City Council (202306961)

The complaint is about the landlord’s response to the resident’s: Reports of an incomplete bathroom refurbishment. Repair request for a shower. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.

Orbit Housing Association Limited (202318104)

The complaint is about the landlord’s handling of the resident’s reports of poor cleanliness and pest infestations in the bin storage room. The landlord’s complaint handling has also been considered.

Paragon Asra Housing Limited (202337333)

  REPORT COMPLAINT 202337333 Paragon Asra Housing Limited 28 March 2025   Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]

Sanctuary Housing Association (202419288)

  REPORT COMPLAINT 202419288 Sanctuary Housing Association 28 March 2025   Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]

Southampton City Council (202419696)

  REPORT COMPLAINT 202419696 Southampton City Council 28 March 2025   Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]