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 41 published decisions.
Paradigm Housing Group Limited's maladministration rate (59%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202325057 Housing association
Service failure was found in the landlord's response to reports of ant infestations and associated repairs, as it dismissed concerns, delayed acting until a complaint was made, and delayed brickwork repairs beyond its…
202534244 Housing association
The Ombudsman found service failure in the landlord's handling of reports about damp and mould and asbestos, specifically for failing to provide the resident with a copy of the asbestos report within a reasonable time…
202423484 Housing association
The landlord failed to respond to the resident's query about a grounds maintenance fee, causing a 2-month delay. It then identified the fee was applied in error, refunded the full amount, confirmed the charge would…
202527970 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for a management move following domestic violence, due to failures to apply its management move and domestic abuse policies,…
202336944 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of a mice infestation: it took reasonable baiting action but delayed proofing holes in the kitchen, significantly delayed…
202427562 Housing association
No maladministration was found in the landlord's handling of the resident's concerns about her fence and attached trellis, as the landlord inspected the fence in line with policy and its decision not to replace the…
202332089 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's reports of repairs needed within the property (bath, bathroom/kitchen extractor fans, damp and mould, water meter box), as the landlord…
202338335 Housing association
The Ombudsman found maladministration in the landlord's response to reports of subsidence, including poor record keeping and communication that caused delays in progressing matters with its insurers, and service failure…
202419492 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of draughty windows and the bowing bedroom ceiling, but found service failure in its response to damp and mould. The landlord failed to…
202327452 Housing association
The Ombudsman found service failure in the landlord's response to reports about property repairs and to a request for a managed move, and reasonable redress in its response to communal issues (doors, an electricity bill…
202305331 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the property condition on mutual exchange (a service failure but with proportionate £100 compensation and learning taken), maladministration in its…
202317285 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to a communal car park gate, which was reported broken from April 2023 and remained without a lasting fix almost two years later; the landlord…
202316689 Housing association
The resident complained about the landlord's handling of repair requests after a mutual exchange, including multiple repairs, electrical sockets and damp and mould. The Ombudsman found service failure in the delays…
202406125 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a shared owner's request for adaptations and the associated complaint. The landlord failed to set out its aids and adaptations policy position when…
202311664 Housing association
The Ombudsman found no maladministration in the landlord's termination of the resident's licence agreement, as it followed the correct policies and procedures in issuing the notice to quit and reviewing the appeal.…
202324683 Housing association
The complaint concerned the landlord's handling of the resident's reports of a damaged extraction unit (with associated mould). The Ombudsman found the landlord failed to consider whether the extraction unit problem…
202302532 Housing association
The complaint concerned the landlord's response to concerns about the level and reasonableness of the service charge and the resident's liability for it, and the resident sought cancellation of the charge. The Ombudsman…
202308576 Housing association
A shared owner complained about trees behind a boundary fence, water pooling on the side patio, the size of the shared driveway, and the condition of the kitchen countertop, together with the landlord's complaint…
202311872 Housing association
The complaint concerned the landlord's response to the resident's requests for a neighbouring property to be soundproofed. The Ombudsman found service failure because the landlord left the resident without a response to…
202222919 Housing association
The Ombudsman found maladministration in the landlord's handling of pigeon debris reports and service failure across communal cleaning, carpet, electric wiring, damp and mould, and complaint handling, while flooding…
202225343 Housing association
The Ombudsman found no maladministration by the landlord in its handling of a leak from the flat above and the resulting damage, or in its handling of the associated complaint.
202208841 Housing association
The Ombudsman found maladministration in the landlord's handling of rodent infestation, damp and mould (leaving the resident without electricity for 6 months) and in its handling of ASB and noise nuisance. Service…
202225687 Housing association
The Ombudsman found service failure in the landlord's administration of the resident's service charge account, ordering £100 compensation, while finding no maladministration in its communication and reasonable redress…
202217725 Housing association
The Ombudsman found no maladministration in the landlord's response to cleaning standard concerns or its handling of allegations about a cleaner's conduct. Three complaint elements (ASB handling, staff availability, and…
202211070 Housing association
The Ombudsman found maladministration by Paradigm Housing Group for its handling of leaks in the resident's leasehold flat, including delays in investigation, poor communication, and failure to offer financial redress.…
202210991 Housing association
The Ombudsman found maladministration by Paradigm Housing Group for failing to maintain records of support plans and objectives for a resident in supported housing, ordering £300 compensation. No maladministration was…
202205948 Housing association
The Ombudsman found that the landlord provided reasonable redress for its failings regarding grounds maintenance in communal areas and its response to the resident's service charge concerns. The landlord acknowledged…
202116807 Housing association
The Ombudsman found service failure in the landlord's ASB handling compensation (insufficient offer given communication failures and lack of action plan), maladministration in its handling of neighbour's cables (nearly…
202211712 Housing association
The Ombudsman found that the complaint about the level of service charge for ground maintenance was outside its jurisdiction. Regarding the standard of ground maintenance, the landlord acted reasonably by carrying out…
202126104 Housing association
The landlord's response to the resident's concerns about a neighbour's shed was found to have been resolved by reasonable redress (the landlord offered to take maintenance responsibility for the affected fence/wall and…
202013561 Housing association
The Ombudsman found reasonable redress regarding the landlord's handling of the resident's ASB reports, as the landlord acknowledged its service failures (delayed response, no risk assessment, no written follow-up with…
202016626 Housing association
The Ombudsman found reasonable redress regarding the condition of the property when let, as the landlord accepted the property had not fully met its void standard after roof defects were identified, and provided a rent…
202014177 Housing association
The Ombudsman found maladministration for the landlord repeatedly threatening eviction without legal basis after the resident gave notice to quit; service failure for delays in responding to ASB reports; reasonable…
202015699 Housing association
The Ombudsman found that the landlord offered reasonable redress to the resident before investigation, resolving the complaint about compensation for a leak. The landlord acknowledged a service failure (out of hours…
202002070 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports (as the neighbour was a Council tenant and the landlord acted reasonably in liaising with the Council). However, there was service…
202105824 Housing association
The Ombudsman found no maladministration regarding the property's condition at the start of the tenancy or the landlord's refusal to reimburse the resident for replastering and door replacement. However, the landlord's…
202017400 Housing association
The Ombudsman found no maladministration by Paradigm Housing Group in its response to a leaseholder's reports of cracks in his walls and ceiling, which he believed were caused by works in the flat below. The landlord…
202012977 Housing association
The Ombudsman found no maladministration in the landlord's response to repairs needed to the resident's windows and patio doors. The initial window repairs did not fully resolve the issues, but the resident did not…
202001369 Housing association
The Ombudsman found no maladministration by Paradigm Housing Group in its response to the resident's concerns about low water pressure. The landlord acted reasonably and in excess of its obligations by liaising with the…
202001376 Housing association
The resident complained about the landlord's refusal to reimburse the cost of replacement shower doors following a leak. Through Ombudsman mediation, the landlord offered £330 goodwill (without accepting liability),…
201916010 Housing association
The Ombudsman found no maladministration in the landlord's response to ASB allegations or its handling of a management transfer request, as the resident did not cooperate with evidence gathering. However, there was…
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