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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Notting Hill Genesis (NHG) (202402075)

The complaint is about the landlord’s handling of: Outstanding repairs to the kitchen ceiling and bathroom sink, the relocation of the resident’s oven following advice from an occupational therapist, and the replacement of the kitchen tap. The replacement of the balcony decking. Reports of the resident’s flat being excessively cold following the removal of the cladding and issues of damp and mould. Concerns raised by the resident that her front door should be replaced following a fire on the sixth floor in 2017. Its communication with the resident in relation to the 2023-2024 rent increase. This Service has also investigated the landlord’s complaint handling.

One Housing Group Limited (202228081)

The complaint is about the landlord’s: Handling of the resident’s concerns about delays in its provision of her finalised service charge accounts. Response to the resident’s concerns about the standard of services provided under the service charge agreement. Handling of the associated complaint.

One Housing Group Limited (202324626)

The complaint is about the landlord’s handling of: repairs to the lifts. the resident’s report of a missed survey appointment for a new boiler. The Ombudsman has also investigated the landlord’s handling of the associated complaint.

Orbit Group Limited (202226862)

The complaint is about the landlord’s: Handling of the resident’s rent arrears. Response to the resident’s concerns about staff conduct. Handling of repairs to a toilet. Complaint handling.

Orbit Group Limited (202302138)

This complaint is about the landlord’s: Handling of its concerns about clutter in the resident’s home. Response to the resident’s complaint about the cost and efficiency of his heating system.

Paradigm Housing Group Limited (202308576)

The complaint is about the landlord’s handling of the resident’s concerns about: Trees behind a boundary fence. The side patio retaining water. The size of the driveway. The condition of the kitchen countertop. The resident has also complained about the landlord’s handling of their complaint.

Paragon Asra Housing Limited (202302467)

The complaint is about the landlord’s response to: The resident’s reports of a defective patio door. The resident’s concerns about the garden fence. The resident’s reports of a loss of hot water.

Places for People Group Limited (202331840)

The complaint is about the landlord’s handling of: damp and mould in the property. a rent review in February 2024. lost or stolen personal possessions whilst they were in storage. a managed move application. further and additional repairs to the property and common parts. the associated complaint.