Orbit Group Limited · Case 202341077 · 21 November 2025
Orbit Group Limited — case 202341077
The complaint about the landlord's handling of a temporary move (decant following a flood) was resolved with the Ombudsman's intervention. The Ombudsman recommended the landlord pay an additional £2,362.50 to cover the further 9 weeks the resident could not return home, which both parties agreed to as a resolution.
Orders and recommendations
- Compensation
Pay the resident the additional £2,362.50 compensation covering the further 9 weeks of the decant period.
- Take specific action
Provide documentary evidence that the compensation has been paid.
Findings by complaint head
Summarised automatically from the decision below. The Ombudsman's decision text is the authoritative record.
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Handling of a temporary move (decant)
Mediation / settlementThe complaint was resolved with the Ombudsman's intervention. At the end of the complaints process the landlord had offered additional compensation of £4,343.08, but the stage 2 response only considered compensation for the 13.5 weeks the resident was decanted, whereas the decant period was approximately 22.5 weeks. Following intervention, the landlord agreed to pay a further £2,362.50 for the additional 9 weeks, and both parties agreed to this as a resolution.
The full determination
Decision Case ID 202341077 Decision type Investigation Landlord Orbit Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 21 November 2025 Background The resident was temporarily moved from her property around February 2023 after a burst water tank flooded the property. She chased repair work in May, June and July 2023. The landlord eventually completed all necessary repairs and safety inspections by 17 October 2023. What the complaint is about The complaint is about the landlord’s handling of a temporary move.
Our decision (determination) The complaint was resolved with our intervention. We have made a recommendation for the landlord to put things right. Summary of reasons At the end of the complaints process, the landlord offered additional compensation of £4,343.08, taking the total compensation to £4,974.08. This was in addition to £525 weekly decant payments the resident had received from 27 February 2023 to around 24 May 2023 (approximately £6,300). We contacted the landlord as the stage 2 complaint response sent 16 November 2023 only considered compensation for 13.
5 weeks the resident was decanted. However, the resident was unable to return to her property until around mid-October 2023, a decant period of approximately 22.5 weeks, a further 9 weeks. Following our intervention, the landlord has offered to pay the resident a further £2362.50 in compensation to cover the additional 9 weeks. This would bring the total payment offered to the resident to £13,636.50. Both parties have agreed to this as a resolution to the complaint. Following our intervention, the landlord has agreed to take actions to remedy the matters.
Subject to the landlord paying the compensation, we are satisfied the complaint will be resolved reasonably. Recommendations The complaint has been resolved with intervention on the basis the landlord follows our recommendation. Our recommendation The landlord should pay the resident the additional £2362.50 compensation. The landlord should provide documentary evidence that it has paid the compensation.
This is a structured summary of a published determination. The official decision is the authoritative record. Contains public sector information licensed under the Open Government Licence v3.0.