Housing association
Performance summary based on published UK Housing Ombudsman determinations. Figures reflect only complaints that reached a formal determination and are not a complete measure of service.
Published determinations
Decisions with an adverse finding
Most serious findings
Total across decisions
Decisions against
Count of outcomes reached across complaint heads in 210 published decisions.
Orbit Group Limited's maladministration rate (73%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202409924 Housing association
The Ombudsman found maladministration in the landlord's response to reports about the condition of the front door (replaced over 9 months beyond its 28-day policy timeframe) and in its response to drainage issues in the…
202448140 Housing association
Maladministration was found in the landlord's handling of repairs, which left the resident without a fully functioning bathroom for 16 months due to delays, poor communication and lack of oversight. Maladministration…
202427590 Housing association
The landlord offered reasonable redress in its handling of the communal door installation and its handling of the complaint. It acknowledged failures in not informing the resident of the work and in delays resolving…
202432089 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, which took 11 months to investigate due to errors and delays, and maladministration in its complaint…
202329055 Housing association
There was maladministration in the landlord's response to the resident's reports of banging pipework noises, which it delayed for more than 18 months and failed to investigate thoroughly. There was service failure in…
202345114 Housing association
Service failure was found in the landlord's handling of reports of a leak and damaged carpet due to unclear decision-making and failure to signpost its insurers, though its offered redress was largely appropriate. No…
202315779 Housing association
The Ombudsman found maladministration in the landlord's response to reports of cracks, damp and mould: it missed an initial report, failed to arrange a timely inspection, delayed raising works, and did not consider the…
202412985 Housing association
The Ombudsman found no maladministration in the landlord's handling of the costs of communal fence repairs recharged through the service charge, and no maladministration in its response to the resident's request for…
202442428 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's repeated leak reports (delays, poor communication, failure to link reports, failure to follow its no-access procedure) and in its handling…
202529898 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, as it did not reasonably consider the household's vulnerabilities under its reasonable adjustment policy when…
202441912 Housing association
The Ombudsman found maladministration in how the landlord handled works to address damp and mould — it failed to complete the insulation works committed to in its final response within its major repairs timescale and…
202340432 Housing association
There was maladministration in the landlord's handling of the resident's damp and mould report: it overlooked the report and delayed the repair by 16 weeks without communicating updates, causing distress and…
202516303 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould (prolonged delays, works still outstanding, and a failure to have due regard to the resident's vulnerabilities), service…
202423319 Housing association
The landlord handled the resident's concerns about the outcome of its review of alternative parking options reasonably, explaining why it could not install a space in front of the garage and exploring alternatives in…
202408056 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request to install a radiator in the hallway: it delayed unreasonably and disregarded two professionals' recommendations that the space…
202431910 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a roof leak, as it missed several opportunities to investigate and resolve the leak, kept poor records and did not evidence it…
202432267 Housing association
The Ombudsman found maladministration in the landlord's handling of planned kitchen and utility room works, including a delayed return for snagging, poor communication, and shortcomings in record keeping, and service…
202334619 Housing association
The landlord was found responsible for maladministration in responding to the resident's concerns about service charges for lighting and grounds maintenance she said she did not receive, and for service failure in its…
202341077 Housing association
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…
202329073 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould: as freeholder it lacked understanding and oversight of its repair responsibilities for the building, failed…
202509095 Housing association
The Ombudsman found service failure in the landlord's handling of reports about the resident's front door, which it failed to remedy within a reasonable timeframe and communicated about poorly, resulting in unmet…
202332065 Housing association
The Ombudsman found the landlord made a reasonable offer of redress for its handling of the resident's reports of a leak and damage to the property, but found service failure in its handling of the resident's complaint.…
202504217 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould — it did not inspect soon enough, failed to risk assess the vulnerable household, delayed recommended works and did not…
202345648 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of antisocial behaviour or its handling of the resident's request for a management move, but found service failure in its complaint handling…
202317747 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's antisocial behaviour (ASB) reports (delays against its procedure, an insufficiently robust investigation, poor communication and…
202343750 Housing association
There was maladministration in the landlord's handling of the resident's reports of damp and mould and associated works, and service failure in its complaint handling. The Ombudsman ordered the landlord to apologise,…
202501033 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's information requests about her service charges, in its pursuit of a service charge deficit (it chased payment despite placing…
202438192 Housing association
The landlord handled the resident's initial damp and mould report reasonably but then failed, due to poor communication and record keeping, to complete the agreed repairs, causing delay between April and August 2024. It…
202413205 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports, including failures to follow its ASB/hate incident policy, complete a risk assessment, communicate adequately and keep…
202428247 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and the associated repairs (leak from a wet room shower, external repointing/render and roof repairs), which…
202443467 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports and associated repairs, with delayed inspections, poor record keeping and excessive delay in completing…
202347409 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports that other residents were placing bins so as to restrict access to her property, due to poor communication and failure to act…
202320553 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the property's condition when moving in, and in its handling of reports of leaks, damp and associated repairs…
202409476 Housing association
The landlord delayed and poorly communicated over the resident's request for repairs and improvements to the communal washing area, having placed the works on a future improvement plan and only progressing them after…
202420907 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to communal washing machines. While repairs were completed within its policy timescales, the landlord failed to keep the resident updated as…
202442458 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request to install a levelled external pathway, as it failed to give adequate consideration to the resident's health condition, mobility…
202324575 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of cold and request for insulation. It identified delays in scheduling a storage heater inspection (21 days) and a damp and mould…
202442734 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour and racial harassment, and no maladministration in its handling of the associated complaints.…
202431727 Housing association
The Ombudsman found maladministration in the landlord's handling of a boiler issue (delay in referring the resident to the manufacturer, failure to consider support while there was no hot water for 4 weeks, and failure…
202419704 Housing association
The complaint concerned the landlord's response to a shared owner's request to re-imburse rent and utilities after being decanted to temporary accommodation following a leak. The Ombudsman found service failure because…
202303362 Housing association
The complaint about the landlord's handling of the resident's reports of damp and mould was found to be outside the Ombudsman's jurisdiction under paragraph 42.e. of the Scheme, because the resident had the opportunity…
202310281 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports that carpets were stained and the subfloor contaminated with urine, citing poor communication, poor record keeping and a failure…
202427014 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, and in its handling of the associated formal complaint. The landlord was ordered to pay £1,200 compensation…
202233468 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the air source heat pump system, as there were ongoing problems and the landlord delayed contacting the manufacturer, ordering £250…
202325918 Housing association
The Ombudsman found reasonable redress. It could not conclude the landlord let the property knowing the bathroom was leaking or that the balcony doors required major/replacement works, and the landlord's apologies plus…
202438573 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of antisocial behaviour by a neighbour and in its handling of overgrown bushes and repairs to the side entrance gates. While the…
202328352 Housing association
The resident, a freehold owner who pays a service charge to the housing association, complained about the administration and explanation of his service charge account, the standard of service, and parking restrictions.…
202324589 Housing association
A complaint covering kitchen repairs, contractor conduct, reports of personal injury and a data breach, plus the landlord's complaint handling. The Ombudsman found maladministration in the handling of the kitchen…
202322199 Housing association
The landlord delayed repairs to the resident's leaking toilet, including asbestos-related works, and its complaint handling was confused and not in line with its policy. The Ombudsman found the landlord's offer of…
202322144 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's report of a latent defect that caused a bathroom leak. The landlord failed to recognise the report as a latent defect, did not raise an…
202315983 Housing association
The Ombudsman found maladministration in the landlord's handling of the property's condition on let and associated repairs, its communication with the resident, and its service of an eviction notice, and found the…
202315797 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs: following an inspection it raised 44 repairs but delayed instructing the contractor, completed many repairs outside its timeframes and failed…
202324581 Housing association
The Ombudsman found the landlord made an offer of redress prior to investigation that satisfactorily resolved the resident's concerns about its handling of heating and hot water issues and a leaking pipe, and about its…
202223418 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould, where it delayed works and inspections, left the resident living with potential category 1 hazards for longer than necessary, and…
202227400 Housing association
The Ombudsman found maladministration in the landlord's 18-month delay and poor record keeping in repairing ill-fitting windows and a door, and maladministration in its complaint handling after 5 unexplained extensions…
202330066 Housing association
The complaint about the landlord's handling of repairs to the resident's property was resolved with intervention: following the Ombudsman's involvement the landlord increased its compensation offer to £1,250 and agreed…
202422207 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the drainage system. The landlord failed to investigate the underlying cause of the recurring blockages, did not act on its surveyor's…
202316043 Housing association
The Ombudsman found maladministration in the landlord's handling of reports about drainage and sewage issues in the property, with prolonged delays in acting on survey recommendations, missed repair timescales and poor…
202347131 Housing association
The resident complained about the landlord's handling of works to her garden (leveling, turf, drainage, fencing) and its complaint handling. The Ombudsman found the landlord had already recognised its failings and…
202413924 Housing association
The Ombudsman found service failure in the landlord's handling of repairs and adaptations to the resident's kitchen and bathroom, due to a lack of engagement between August and December 2023 and an unreasonable delay in…
202324602 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about a water bill, because it failed to thoroughly probe its calculation of the excess water used while a toilet was constantly…
202322306 Housing association
The Ombudsman found maladministration in the landlord's handling of roof repairs and damp and mould, and in its handling of the resident's request for compensation for damaged items and additional costs. It found…
202411340 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's repair reports, due to severe and repeated delays resolving water ingress, damp and mould, pest entry and a broken insecure…
202321905 Housing association
The Ombudsman found service failure in the landlord's handling of repairs, which were not completed until about 12 months after its inspection and exceeded its policy timescale for major works. It found the landlord's…
202313975 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs to the communal roof, which took 25 weeks to complete and involved failures to meet repair timescales, poor…
202335833 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reports of damp and mould and the associated repairs, and severe maladministration in its complaint handling, plus maladministration in its…
202322674 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, citing delayed inspections, missed appointments, poor communication and record keeping, and unresolved…
202326502 Housing association
The Ombudsman found the landlord offered reasonable redress for misadvising the resident about the height of a fence she had installed, and that there was service failure in the landlord's complaint handling. It ordered…
202304349 Housing association
The complaint concerned the landlord's handling of the sale of a shared ownership property after the resident's death. The Ombudsman determined the matter was outside its jurisdiction because the resident was not alive…
202318854 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's concerns about the safety of the glass panels on the balconies at her development. The landlord responded reasonably, used a cautious…
202339756 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour and domestic abuse concerns, and no maladministration in its handling of her managed move request.…
202336916 Housing association
The Ombudsman found service failure in the landlord's handling of reports of issues with doors in the property, as it responded reactively to repeated reports rather than taking a proactive approach or acting on its…
202306375 Housing association
The Ombudsman found service failure in the landlord's handling of communal grounds maintenance, as it failed to give the resident clear and timely information about responsibility for garden maintenance, the change in…
202304546 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for reasonable adjustments: while the decision not to carry out face-to-face appointments with lone workers may have been…
202316893 Housing association
The landlord took far longer than its repairs policy allowed to fix repeated roof leaks (over 12 months on the last occasion), failed to keep the resident updated, and did not consider compensation in line with its…
202307509 Housing association
The Ombudsman found the landlord acted reasonably and in line with its repairs policy in responding to leaks at the resident's home, and that its offer of £620 compensation (for repair delays, distress and complaint…
202230007 Housing association
The Ombudsman found maladministration in the landlord's handling of a kitchen drawer repair request and in its complaint handling, ordering an apology and £250 compensation.
202310217 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for compensation after her electric bike was damaged in the communal car park, finding it reasonable to direct her to her…
202222184 Housing association
A vulnerable resident reported noise and antisocial behaviour from a neighbour, dog fouling in communal areas, a staff data-sharing concern, and experienced poor complaint handling. The Ombudsman found maladministration…
202310227 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's request for repairs (failures to inspect in time, delay in carrying out the structural survey and completing works over 224 days, poor…
202315965 Housing association
The complaint concerned the landlord's handling of the resident's request to replace kitchen floor tiles damaged by a leak, and its handling of the complaint and compensation offered. The Ombudsman found…
202315846 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould (delays completing a mould wash and porch sealing works and inadequate inspection records) and in its handling of the resident's…
202234807 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports about anti-social behaviour, including excessive delay (almost three months before an update), poor communication, and failure…
202348692 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of antisocial behaviour and of repairs to the front door, windows and intercom, and service failure in its handling of communal area upkeep,…
202225124 Housing association
The Ombudsman found service failure in the landlord's response to an elderly resident's request for boundary fencing repairs, citing contradictory communication, failure to consider her vulnerabilities, and lengthy…
202317725 Housing association
The complaint concerned the landlord's response to reports of a leak, damp and mould and its handling of the subsequent repairs, including missed contractor appointments. Following the Ombudsman's intervention, the…
202300902 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak and the associated repairs, and service failure in its complaint handling. It ordered a written apology, £860…
202302635 Housing association
The complaint concerned the landlord's handling of floods and repairs at a property in 2022. The Ombudsman determined the complaint was outside jurisdiction, as the resident (a shared ownership leaseholder) had passed…
202411766 Housing association
The complaint concerned the landlord's handling of a missed heating contractor appointment caused by an administrative error. The Ombudsman found the landlord offered redress prior to investigation — it apologised,…
202227519 Housing association
The Ombudsman found reasonable redress in the landlord's handling of concerns about its sales process, conditional on payment of the £350 already offered at stage 2, and no maladministration in its complaint handling.
202401168 Housing association
The complaint concerned the landlord's handling of requests to repair the resident's back door and its handling of reports of damp and mould. Following the Ombudsman's intervention, the landlord agreed to the proposed…
202347277 Housing association
The complaint concerned the landlord's handling of the resident's reports of squirrels in the loft and mice in the kitchen. The Ombudsman identified clear failings, including a delay of over six months in acting on a…
202208654 Housing association
The Ombudsman found severe maladministration for the landlord's handling of damp and mould, which took over a year to address with poor record-keeping and no mitigation provided. Maladministration was also found for…
202403133 Housing association
The Ombudsman found maladministration in how the landlord handled the resident's reports of damp and mould, having delayed unreasonably in organising an appropriate inspection and in progressing works, and service…
202302138 Housing association
The Ombudsman found service failure in the landlord's handling of its concerns about clutter in the resident's home: while its concerns and requests were reasonable, the time it took (around 18 months) to arrange a fire…
202226862 Housing association
The Ombudsman found no maladministration in the landlord's handling of rent arrears, service failure in its response to staff conduct concerns, reasonable redress on a toilet repair, and maladministration in complaint…
202302222 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of a damaged communal boundary fence, which took around 15 months to complete against a 90-day major-repair timescale, and in its…
202327143 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of longstanding flooring repairs, but maladministration in its handling of window repairs and of the related complaint. The resident's…
202303607 Housing association
The Ombudsman found maladministration in the landlord's handling of upstairs floor repairs — unreasonable delays in replacing unsafe floorboards, a missed major-works detail, and a failure to risk-assess or adequately…
202342464 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of antisocial behaviour, as it could not evidence that it completed a risk assessment, agreed an action plan or worked in partnership with…
202224036 Housing association
The Ombudsman found service failure in the landlord's handling of a resident's concern that her service charge included costs for a communal tumble dryer she could not use, and service failure in its complaint handling…
202226906 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, including window repairs, and in its complaint handling, ordering £1,600 compensation and further remedial action.
202226086 Housing association
The Ombudsman found the landlord's compensation offer of £1,619 for prolonged heating system repair delays and disruption amounted to reasonable redress, with no further orders made beyond a recommendation about a…
202222668 Housing association
The Ombudsman found service failure in the landlord's handling of bathroom leaks and mould over about 4 months, ordering £1,450 total compensation including a 20% rent rebate; the associated complaint response was…
202324425 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould repairs, pest (mice) infestations, and the resident's complaint, and service failure in its handling of requests for reasonable…
202316906 Housing association
The Ombudsman found maladministration in the landlord's delays completing repairs following a fire and the length of time the resident and her family spent in temporary accommodation, ordering an additional £1,729…
202333329 Housing association
The Ombudsman found reasonable redress for the landlord's handling of damp and mould and of replastering/repairs to walls and ceilings, no maladministration for its handling of internal door frame reports, and service…
202202980 Housing association
The Ombudsman found maladministration in the landlord's handling of communal repairs (delayed heater and refuse store repairs, dismissive complaint responses) and in its complaint handling (closed initial complaint…
202305008 Housing association
The landlord delayed in inspecting and then replacing a faulty mechanical ventilation (MHVR) unit, leaving damp and mould unaddressed over the winter of 2022–23; the Ombudsman found its £546 offer (repairs/carpet) to be…
202230719 Housing association
The Ombudsman found severe maladministration in the landlord's response to antisocial behaviour reports and maladministration in its complaint handling, ordering an executive apology, retraction of a tenancy warning,…
202225322 Housing association
The Ombudsman found maladministration in the landlord's handling of persistent, unresolved damp and mould affecting a household with a severely asthmatic child and a newborn, including repeated failures to complete…
202306179 Housing association
The complaint concerns the landlord's handling of repairs following a leak, including reports of damp and mould, and its complaint handling. The Ombudsman found service failures in the repair response and complaint…
202214357 Housing association
The Ombudsman determined that both complaint heads — misrepresentation of the property before purchase and service charge increases — were outside its jurisdiction. The misrepresentation issue was considered a…
202313968 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's Right to Acquire application (delays confirming eligibility and issuing the offer notice, and no apology for the delays) and in its…
202231176 Housing association
The Ombudsman found severe maladministration in the landlord's handling of long-running damp and mould in a family home with young children, plus maladministration in its handling of heating repairs and a pest…
202226680 Housing association
The Ombudsman found the landlord's response to delays in a communal roof repair, including its £420 compensation offer, amounted to reasonable redress that resolved the complaint satisfactorily.
202210269 Housing association
The landlord was found to have maladministration for its poor response to the resident's reports about repair issues, including storage heaters and windows. It failed to properly investigate contradictory inspection…
202217427 Housing association
The Ombudsman found maladministration for the landlord's failure to properly investigate damp following a leak and for an 18-month delay in reimbursing the resident's out-of-pocket expenses. No maladministration was…
202327625 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour by a neighbour and in its handling of parking issues, and service failure in its complaints handling.…
202322643 Housing association
The Ombudsman found maladministration in the landlord's response to reports of repairs, including damp and mould, and maladministration in its complaint handling. The landlord was ordered to have a senior officer…
202309282 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports about a neighbour's door slamming, as the landlord acted reasonably in requesting log forms and referring the matter to…
202220029 Housing association
The Ombudsman found reasonable redress in the landlord's response to both the roof leaks (which caused significant disruption to the resident and her family over several months) and the defective underfloor heating…
202229374 Housing association
The Ombudsman found maladministration in the landlord's handling of unauthorised bathroom works and its complaint response, and separately in the 17-month delay replacing a bathroom door, ordering £1,050 total…
202213948 Housing association
The Ombudsman found reasonable redress by the landlord for its handling of the resident's complaint about recurring drainage and sewage issues. The landlord accepted significant failings including extensive delays, poor…
202311304 Housing association
The complaint concerned the landlord's handling of a loss of hot water and associated compensation, plus its complaint handling. The Ombudsman found service failure in the repairs handling and compensation, but the…
202212706 Housing association
The Ombudsman found reasonable redress for delays in refurbishing the kitchen and bathroom, for delays and multiple visits regarding fence/gate repairs, and for delays in complaint handling. No maladministration was…
202215496 Housing association
The landlord was found to have provided reasonable redress for significant delays and poor communication regarding asbestos removal, roof repairs and garage door replacement, having acknowledged failures and offered…
202209334 Housing association
The Ombudsman found reasonable redress for a delayed fence repair (apology offered), service failure for delayed pest control treatment and poor oversight of grounds maintenance, no maladministration for fly tipping…
202201828 Housing association
The Ombudsman found no maladministration regarding a staff conduct complaint; reasonable redress for the landlord's decision to apply an unacceptable behaviour marker (with £100 offered for an admin error) and for its…
202228138 Housing association
The Ombudsman found maladministration in the landlord's handling of a shared owner's request to staircase to 100% ownership, which took 9 months due to failings largely attributable to the landlord and its solicitors,…
202220757 Housing association
The Ombudsman found maladministration in the landlord's response to a leaseholder's service charge queries about grounds maintenance, its failure to provide evidence of actual expenditure, and its complaint handling.…
202201763 Housing association
The Ombudsman found maladministration by Orbit Group Limited regarding the condition of a shared-ownership property at the start of the tenancy, including recurring damp and mould, a pest infestation linked to building…
202227459 Housing association
The Ombudsman found maladministration in the landlord's response to reports of outstanding property defects and in its complaint handling, ordering £350 compensation, an apology and further investigation of the defects.
202216362 Housing association
The Ombudsman found service failure for the landlord's 10-month delay in completing bathroom repairs (June 2022 to April 2023), with multiple failed appointments and poor workmanship. Maladministration was found for…
202214098 Housing association
The Ombudsman found maladministration by Orbit Group Limited for failures in responding to a leaseholder's requests for accurate service charge information (repeated errors in statements), for taking over a year to…
202128656 Housing association
The landlord was found to have maladministration for its handling of the resident's reports of anti-social behaviour, racial harassment, and abuse. It failed to identify a hate crime, missed key evidence of racially…
202225435 Housing association
The Ombudsman found maladministration in the landlord's handling of drainage issues, boiler repairs, and damp and mould in the bathroom, and service failure in its complaint handling, ordering £1,750 compensation and an…
202223344 Housing association
The Ombudsman found severe maladministration in the landlord's handling of long-running damp, mould and cavity wall insulation repairs affecting vulnerable asthmatic and cancer-affected residents, plus maladministration…
202125495 Housing association
The Ombudsman found service failure by Orbit Group Limited for significant delays in repairing a communal leak (22 months), other communal repairs, failing to provide service charge information on time, and poor…
202016924 Housing association
The landlord was found to have maladministration for failing to carry out a seven-day defects visit after the resident moved into a new build shared ownership property, and for poor complaints handling including delays…
202203675 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs including damp, mould and cold floors, with significant delays in completing recommended works and poor…
202219418 Housing association
The Ombudsman found severe maladministration for the landlord's response to damp, mould and outstanding repairs, and for complaint handling, and maladministration for record keeping. The landlord delayed repairs for…
202207994 Housing association
The Ombudsman found maladministration by Orbit Group Limited for delays in repairing a leak into a leaseholder's property. The landlord was ordered to pay £600 compensation (inclusive of a £350 goodwill offer) and to…
202110732 Housing association
The Ombudsman found maladministration by Orbit Housing Association for failing to remove fly-tipped rubbish from communal areas for over 12 months, for poor grounds maintenance and communal cleaning persisting for at…
202125373 Housing association
The Ombudsman found service failure in the level of compensation offered by the landlord for delays in carrying out repairs to the floor. The landlord took 4 months to visit the property after being notified it was…
202122354 Housing association
The Ombudsman found severe maladministration by Orbit Group Limited for its handling of damp and mould over more than five years. The landlord failed to address known issues before the resident moved in, undertook…
202204426 Housing association
The Ombudsman found severe maladministration by Orbit Group Limited for its handling of water ingress, damp and mould reported from December 2020, which remained unresolved for over 2.5 years, and for its severely…
202215754 Housing association
The Ombudsman found severe maladministration for the landlord's failure to carry out damp and mould repairs recommended by a specialist survey over a 15-month period, despite the resident's known health vulnerabilities…
202119712 Housing association
The Ombudsman found maladministration in four areas: the landlord's handling of a pigeon infestation (over 2-year delay despite severe impact on the resident during lockdown), fly tipping (failure to clear or inspect),…
202203454 Housing association
The Ombudsman found service failure by the landlord for not consulting the resident about changes to the parking management company as required by its policy, ordering £75 compensation and a meeting. The parking fines…
202009566 Housing association
The Ombudsman found that the landlord offered reasonable redress to the resident following delays in completing kitchen repairs (lasting from January to November 2021) and associated complaint handling. The landlord…
202108657 Housing association
The landlord's failure to resolve the resident's heating issue (no heating at night from 2019-2021 due to a communal boiler being switched off) would have been maladministration, but its offer of £1,442.50 compensation,…
202120407 Housing association
The Ombudsman found service failure in four areas: the landlord's response to concerns about communal services (delays in cleaning, grounds maintenance, and window repair), its response to service charge queries (delays…
202202744 Housing association
The Ombudsman found maladministration for the landlord's failure to take timely action on the resident's concerns about a neighbour's CCTV and for unreasonably declining to investigate the complaint. No…
202210392 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about a roof renewal (notice given, alleged fence damage, mess, and smoking by operatives). However, there was…
202216378 Housing association
The landlord gave incorrect information to the resident about responsibility for pests in the loft, causing delay in resolving the issue. It acknowledged its failings, apologised, arranged pest eradication and proofing,…
202012937 Housing association
The Ombudsman found service failure in the landlord's handling of a resident's report of a leak from the communal roof, due to delays, lack of transparency and failure to evidence completed works. Maladministration was…
202016279 Housing association
The Ombudsman found maladministration for the landlord's failure to repair four faulty windows over 3.5 years (Nov 2017 – May 2021), and for poor complaint handling and inadequate compensation for heating costs. The…
202123222 Housing association
The Ombudsman found service failure in the landlord's response to reports of damp and mould, including significant delays in carrying out works and acting on a damp survey, and failure to consider the resident's…
202217852 Housing association
The Ombudsman found service failure by Orbit Group Limited for a delay in completing a pathway repair. The repair was identified on 15 June 2022 but not completed until 14 September 2022, exceeding the landlord's 28-day…
202111421 Housing association
The Ombudsman found no maladministration by Orbit Housing Association in its response to the resident's reports of antisocial behaviour and his request for a management transfer. The landlord took reasonable steps to…
202201795 Housing association
The landlord made errors in administering the resident's rent account, including miscalculating direct debits and failing to clearly explain how payments were applied. However, the arrears arose because the resident…
202105165 Housing association
The Ombudsman found maladministration in the landlord's response to a rat infestation (failing to investigate a January 2020 report, disproportionate redress), complaint handling (failing to address key issues like…
202012257 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for an increased disturbance payment and reimbursement of decorating costs, as the amount had been agreed and signed off.…
202210331 Housing association
The Ombudsman found no maladministration by Orbit Housing Association in its response to the resident's request for a replacement shed. The landlord reasonably concluded the shed was not an outbuilding under the tenancy…
202211662 Housing association
The landlord gave the resident incorrect information about responsibility for fence repairs and delayed its final stage complaint response by 30 working days. It acknowledged these failings, apologised, and offered £85…
202109503 Housing association
The landlord was found to have maladministration for taking 14 months to replace flooring damaged by a roof leak after agreeing to do so, and for its poor complaint handling including excessive delays at both stages and…
202103215 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak from the property above, as it failed to investigate properly and wrongly passed responsibility to the leaseholder. It ordered £350…
202109170 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's Right to Buy application. Delays were attributed to the landlord's reasonable enquiries about improvements, the resident not pursuing…
202126257 Housing association
The landlord delayed repairing the resident's boiler between January and March 2022, missed multiple appointments, and was slow to provide temporary heaters, leaving the resident without heating and hot water during…
202115952 Housing association
The landlord was found to have maladministration for its response to reports of two damp patches to the ceiling (significant delays, poor communication, failure to follow up with the managing agent), for its complaint…
202202137 Housing association
The Ombudsman found that the landlord's offer of £100 compensation (£75 for distress and inconvenience regarding rent arrears communication, and £25 for a delayed complaint response) constituted reasonable redress,…
202121373 Housing association
The Ombudsman found no maladministration by Orbit Housing Association in its decision to recharge the resident £480 for damage caused to temporary accommodation during a decant. The landlord reasonably investigated the…
202200204 Housing association
The Ombudsman found service failure in the landlord's handling of communal repair reports because its telephone and website reporting channels were unavailable for up to two months without alternative arrangements being…
201813089 Housing association
The Ombudsman found service failure by Orbit Housing Association in its handling of the resident's reports of anti-social behaviour, as it did not take a sufficiently robust approach or provide clear explanations for…
202011022 Housing association
The Ombudsman found maladministration for the landlord's delays in repairing the resident's windows (745 days) and roof (449 days), and for its poor complaint handling in failing to log complaints for over two years.…
202103417 Housing association
The Ombudsman found that the landlord made a reasonable redress offer of £1290 compensation, resolving complaints about significant delays in responding to damp and mould reports and poor complaint handling. The…
202116059 Housing association
The Ombudsman found that the landlord provided reasonable redress for a short delay in arranging pest control works for an ant infestation, having offered £240 compensation. However, there was maladministration in the…
201909362 Housing association
The Ombudsman found maladministration by Orbit Housing Association for its handling of a resident's reports of damp and mould, including poor record-keeping, failure to evidence completed works, and not addressing…
202114041 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the dispute concerns whether the resident is liable to pay service charges for communal spaces under the terms of the lease, which is a matter…
202001562 Housing association
The Ombudsman found maladministration by Orbit Housing Association for significant delays in inspecting and removing asbestos debris from the resident's garden (reported June 2019, works completed August 2020), for…
202006952 Housing association
The Ombudsman found severe maladministration for the landlord's failure to address serious damp, mould and slug infestation at the property over several years, and maladministration for poor communication and complaint…
202113001 Housing association
The Ombudsman found the complaint was outside its jurisdiction because the issues of liability for the theft of the resident's bicycles and whether the landlord's delay in providing information to the police hindered…
202005473 Housing association
The Ombudsman found service failure by Orbit Group Limited for its response to a shared owner's reports of a blocked communal drain causing sewage to overflow into the property, and for its handling of the subsequent…
202004678 Housing association
The Ombudsman found service failure by Orbit Group Limited for not following its hate incidents policy when responding to the resident's reports of homophobic abuse (failing to refer to Victim Support or liaise with the…
202103457 Housing association
The Ombudsman found no maladministration by Orbit Housing Association in its handling of the resident's reports of antisocial behaviour. The landlord investigated each report, liaised with the police, offered mediation,…
202014537 Housing association
The Ombudsman found that the landlord made reasonable redress to the resident after service failings in reconnecting the gas supply following a meter change, which left the resident without heating and hot water for…
202008586 Housing association
The Ombudsman found that the landlord offered reasonable redress for its acknowledged delays and failures in handling repairs to the resident's hot water supply over approximately 73 weeks, and for its poor complaint…
202009649 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's management move, response to heating cost concerns, response to a safeguarding concern being raised, or response to concerns about a…
202013201 Housing association
The Ombudsman found no maladministration by the landlord in its response to the installation of a trellis on a neighbouring property, as it had appropriately investigated and found no tenancy breach or boundary…
202100415 Housing association
The Ombudsman found no maladministration regarding the landlord's handling of smoke detector concerns, as reasonable checks were carried out and no fault was found. However, there was service failure in the landlord's…
202101334 Housing association
The Ombudsman found no maladministration by Orbit Housing Association in its handling of a resident's reports of noise nuisance (assessed as general living noise) and her request for a management transfer on noise and…
202007513 Housing association
The Ombudsman found no maladministration by Orbit Group Limited in its response to the resident's reports of antisocial behaviour (noise from a neighbour). The landlord had investigated, determined the noise was daily…
202009846 Housing association
The landlord removed CCTV from a retirement complex due to data protection concerns but did so abruptly without consulting residents. The Ombudsman found the landlord's offer of £150 compensation and alternative…
202102294 Housing association
The Ombudsman found no maladministration by Orbit Housing Association regarding its handling of a resident's reports of no heating or hot water. The landlord responded promptly, offered temporary heaters, and continued…
201902084 Housing association
The Ombudsman found no maladministration regarding the contents of a warning letter sent to the resident or the landlord's response to noise nuisance reports. However, maladministration was found for the landlord's…
201908846 Housing association
The Ombudsman found that the landlord made reasonable redress on two complaint heads: (1) the unannounced tenancy audit visit was in line with policy, and the landlord apologised and offered compensation for any…
201909990 Housing association
The Ombudsman found that the landlord made reasonable redress regarding its handling of a defective boiler (the repair was the building contractor's responsibility, but the landlord offered a £150 goodwill gesture).…
201808557 Housing association
The Ombudsman found no maladministration in the landlord's handling of repairs/adaptations and ASB reports, as delays were largely due to the resident's refusal of access and lack of evidence. However, the landlord was…
202001893 Housing association
The landlord was found to have service failures for its delayed response to a roof leak causing damp and mould, its inadequate compensation offer, and its poor complaint handling. The Ombudsman ordered the landlord to…
201914078 Housing association
The Ombudsman found no maladministration by Orbit Housing Association in its decision to serve a Notice of Seeking Possession (but not enforce it) following the resident's conviction for a public order offence, and no…
201906190 Housing association
The Ombudsman found maladministration by Orbit Group Limited for how it handled repairs (damp, a leak, water tank concerns) and for its complaint handling. The landlord failed to properly investigate the water tank…
201912684 Housing association
The resident complained about the level of compensation offered by the landlord for its handling of repair works. Following Ombudsman intervention, the landlord increased its offer to £1,629, which the Ombudsman…
202002942 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of anti-social behaviour (noise nuisance, dogs, and a communal gate issue), as the landlord took reasonable and proportionate…
201910103 Housing association
The Ombudsman found reasonable redress by Orbit Housing Association after it recognised service failures in failing to resolve a lack of heating and hot water for two weeks in winter due to uncapped gas, and offered…
202006176 Housing association
The landlord initially offered £200 compensation for long-standing repair issues. After the resident complained to the Ombudsman, the landlord increased the offer to £1350, which the Ombudsman determined resolved the…
201912974 Housing association
The Ombudsman found service failure by Orbit Group Limited in its handling of repairs to the communal door intercom system and installation of a kitchen electrical socket, as well as in its complaint handling and…
202004242 Housing association
The resident complained about the landlord's handling of remedial works to the bathroom following leaks. Through the Ombudsman's mediation, the landlord agreed to complete a bathroom replacement, pay £500 compensation,…
201905931 Housing association
The Ombudsman found service failure by the landlord in its communication with the resident about fence and gate works, and service failure in its complaints handling. The landlord was ordered to apologise and pay £50…
201908727 Housing association
The Ombudsman found maladministration by Orbit Group Limited for failing to provide a clear explanation or supporting evidence for its £250 compensation offer to a resident following repeated repair delays for leaking…
Landlord Monitor feature
Landlord Monitor tracks your organisation's record, benchmarks you against peers and sends early-warning alerts the moment a new determination is published.