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 196 published decisions.
Paragon Asra Housing Limited's maladministration rate (82%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202411953 Housing association
There was service failure by the landlord in its handling of the resident's enquiry about the role and responsibilities of the neighbourhood coordinator, due to delays in responding and failure to fully address the…
202334047 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (including inconsistent communication and missed opportunities to safeguard the resident) and in its…
202335442 Housing association
The Ombudsman found no maladministration in the landlord's response to reported faults with the HIU and energy meter, as the shared ownership lease placed the repair obligation on the resident. It found reasonable…
202521005 Housing association
There was service failure in the landlord's handling of the resident's request for a parking space due to a communication failure, for which £100 compensation was ordered. There was reasonable redress in the landlord's…
202446531 Housing association
Maladministration was found in the landlord's handling of repairs to the balcony door, which took 18 months to complete against a 15 working day policy, and in its complaint handling due to delays at both stages. No…
202522884 Housing association
Severe maladministration found in the landlord's handling of reports of rotten windows and damp and mould, and maladministration in its handling of roof leaks, kitchen/bathroom repairs and front porch repairs, due to…
202424705 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak causing damp and mould, which led to the bathroom ceiling collapsing, and service failure in its complaint handling.…
202427884 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs to the roof and guttering, windows, external wall, and communal car park area, including failing to complete a…
202406708 Housing association
The landlord was found to have a service failure in its handling of bathroom defect repairs, which were identified in November 2022 but not fully resolved until December 2024, and it did not pay the compensation it had…
202527446 Housing association
Service failure was found in the landlord's handling of a broken garage door, which took 8 months to resolve against its 15 working day repair timescale, causing prolonged distress and inconvenience. The landlord was…
202509212 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of a leak from the heating system, which took nearly 12 months to resolve amid repair delays, failure to raise follow-on work, poor…
202310768 Housing association
The Ombudsman found maladministration in the landlord's handling of recurring bathroom leaks causing damp and mould, and in its complaint handling. It found service failure in the handling of communal services and…
202406572 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's service charge queries, due to delays in responding and introducing a communal window cleaning charge without the required consultation,…
202528879 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about repairs, maintenance and management of the development, in its response to service charge costs, and in its complaint…
202440560 Housing association
The landlord's handling of communal repairs (bin store, garden gate, bike shed) was poor, with unreasonable delays, poor oversight of its contractor and poor record keeping — maladministration. Its handling of the…
202422829 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's enquiry about a neighbour running a business, due to unreasonable delay (44 working days) and lack of updates, and maladministration in…
202427151 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a pest infestation and associated repairs, and service failure in its complaint handling. The landlord was ordered to…
202347877 Housing association
The Ombudsman found a service failure in the landlord's handling of the resident's reports of a roof leak, damp and mould, caused by unreasonable delays, failure to raise follow-on works and poor communication/record…
202417044 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of an odour from the communal bin store entering the property, its handling of the resident's request for a transfer, and its…
202434895 Housing association
The landlord's handling of reports of damp and mould amounted to severe maladministration: it delayed an inspection (55 days after a re-report, nearly 5 months after first confirming one was requested), failed to pursue…
202331370 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's tree maintenance requests, citing delayed and unclear communication, missed opportunities to address concerns about unfair treatment,…
202444308 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould and in its handling of the associated complaint. Record-keeping failures meant the landlord could not show its…
202505348 Housing association
The Ombudsman found reasonable redress in the landlord's handling of reported ASB and harassment: its actions were reasonable but it failed to agree an action plan or keep adequate records, and its offer of £300…
202320146 Housing association
The complaint about the level of the service charge increase was outside the Ombudsman's jurisdiction as it is a matter for the tribunal or court. The Ombudsman found maladministration in the landlord's handling of the…
202232297 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to install extractor fans and replace an internal door, as it reasonably relied on professional advice and complied with its…
202444349 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould repairs, as it delayed beyond policy timeframes and could not evidence completion of most works other than the ventilation system. It…
202435448 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of anti-social behaviour (poor record keeping, failure to follow through on agreed actions, and ineffective communication) and…
202421104 Housing association
Maladministration was found in the landlord's handling of the resident's concerns about the condition of the windows (leaving her with damaged windows for over a year without adequate risk assessment or interim…
202339461 Housing association
The Ombudsman found the complaint about the calculation of the service charge increase was outside its jurisdiction under paragraph 42.d of the Scheme. It found reasonable redress for the landlord's communication about…
202445075 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak, damp, mould and associated work (including a bathroom light and kitchen floor), and maladministration in its handling of the resident's…
202300437 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's antisocial behaviour (ASB) reports, as it failed to undertake multiple key actions in its policy (risk assessment, action plan, visits,…
202421014 Housing association
The Ombudsman found maladministration in the landlord's handling of the installation of a new front door (unreasonable delay and failure to ensure fire safety compliance), no maladministration in its response to the…
202228944 Housing association
The Ombudsman found reasonable redress for the landlord's handling of repairs and travel card/car club queries, no maladministration for CCTV and the prepaid envelope, and maladministration in complaint handling due to…
202422993 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of fly-tipping and waste in communal areas and its communication with the resident, as it failed to respond to reports, act on photos provided,…
202448549 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (poor record keeping, at least a 6-month delay, and failure to consider the household's vulnerabilities),…
202444360 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of damp and mould, the associated repairs and her request for compensation for damaged belongings, and maladministration…
202420260 Housing association
The complaint concerned the landlord's handling of reports about safe access to the resident's gas meter (located in a low-ceilinged basement reached by a stairwell with a communal light) and the associated repair to…
202322523 Housing association
The complaint concerned the landlord's response to a leaseholder's service charge queries. The Ombudsman found the landlord's handling was poor — it failed to identify incorrect charges, did not visit the scheme for…
202447334 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports about a leak (it did not assess the impact of the leak on the property or consider interim/mitigating action) and service failure…
202325350 Housing association
The complaint concerned the landlord's handling of the resident's reports of a wet room leak. The Ombudsman found the landlord had offered redress prior to investigation which satisfactorily resolved the complaint: it…
202228849 Housing association
The Ombudsman found service failure in the landlord's handling of ASB noise transfer reports due to a ten-month delay fitting a carpet and lack of updates, ordering the landlord to pay the £300 already offered, while…
202328053 Housing association
The Ombudsman found service failure in the landlord's response to the resident's request for information about her service charges (it took about seven months to fully answer, failing its statutory duty to respond…
202438376 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of several repairs including a bathroom leak and subsequent damage, and service failure in how it handled reports of her…
202420333 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a leak in the living room, and maladministration in its handling of leaks in the bedroom and bathroom (and a continuing living…
202428974 Housing association
The Ombudsman found maladministration in the landlord's record keeping and in its handling of the resident's reports of mice infestations, and service failure in its complaint handling. The landlord failed to keep…
202421662 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of no gas, heating and hot water — it failed to take additional steps or support the resident, often failed to respond or…
202342452 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for replacement windows (it investigated and reinspected, finding the windows were not due for renewal until around 2032). It…
202318346 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's rent and service charge concerns, as it left queries unanswered, created confusion about which rent scheme applied, and delayed its…
202441243 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's reports of leaks in the property, having acknowledged the delays and poor workmanship and offered £500 plus £284.96 in…
202332807 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the sink, toilet and radiator, citing delays, poor communication, missed appointments and a failure to address damage to the resident's…
202318065 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of pests in the property and communal areas (a six-month delay before effective action and inadequate record-keeping), service…
202326748 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak at the property (considerable delays investigating, delayed damp and mould inspection, lack of ownership of the repair and repeated chasing by…
202300282 Housing association
The Ombudsman found the landlord provided reasonable redress across all three complaint heads — its handling of the resident's mutual exchange (MEX) request, the repairs identified during the MEX process, and its…
202318241 Housing association
The complaint concerned the landlord's response to the resident's concerns about service charges, plus its complaint handling. The Ombudsman found service failure in both: the landlord's record keeping was inadequate,…
202319237 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about payments made to his rent account, including a £25 monthly direct debit whose purpose was not properly documented or…
202425918 Housing association
The Ombudsman found severe maladministration in the landlord's handling of structural repairs — no work was completed in around two and a half years despite many inspections and commitments, causing further…
202328580 Housing association
The Ombudsman found no maladministration in the landlord's handling of the incorrectly sized communal bins, the cleanliness and smells in the bin room, chutes and bins, and pest control issues. It found reasonable…
202323154 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about the managing agent's service, service failure in its response to reports of anti-social behaviour, and…
202326238 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about damage to the brickwork in the property (approximately 18–19 months of delay resolving the repair) and maladministration…
202227582 Housing association
The Ombudsman found the landlord's offer of redress for its handling of damp and mould reports was reasonable, but found service failure in its stage 2 complaint handling, ordering £50 compensation and an apology, and…
202328623 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for information about the reserve fund and increases to her service charge, and service failure in its complaint handling. It…
202216244 Housing association
The Ombudsman found maladministration in the landlord's handling of boiler repairs (failure to provide alternative hot water, poor communication and record keeping), service failure in its handling of remedial repairs…
202319954 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould, in the associated complaint handling, and in its record keeping. It ordered the landlord to apologise, to pay the £620…
202233884 Housing association
The Ombudsman found maladministration in the landlord's handling of a shared owner's requests for explanations and evidence for service charge increases and a reserve fund — it responded late (around 3 months), failed…
202340217 Housing association
The Ombudsman found a service failure in the landlord's handling of damp and mould (delay in confirming radiator adequacy and failure to address the resident's escalation about increased heating costs) and…
202337333 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (ASB): it failed to provide a victim-centred approach, took little action without Ombudsman prompting,…
202319979 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of foul smells in the property (delays removing an uncapped wastepipe and repairing the soil stack pipe, poor record keeping, missed…
202403086 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould and various repairs, due to prolonged delays and failures to coordinate remedial works, and service failure in its complaint…
202228164 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a vulnerable resident's noise transference complaint over an 18-month period marked by poor record keeping, broken commitments and unresolved…
202329580 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's service charges for 2023-24 and 2024-25 (it could not demonstrate a clear basis for charging, was not transparent, and did not properly…
202302070
The Ombudsman found no maladministration in the landlord's refusal of the resident's Right to Acquire application, as the property did not meet the scheme's eligibility rules. It found reasonable redress for the…
202322626 Housing association
The Ombudsman found maladministration in the landlord's handling of the sales process and of repairs, damp and mould, and service failure in its handling of the gas safety check/gas leak report and of the resident's…
202409408 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to remedy damp and mould and in its complaint handling, and service failure in its response to reports of noise transference within the…
202400857 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of a leak, associated repairs and mould, and in its complaint handling. It found no maladministration in the landlord's response…
202303439 Housing association
The complaint concerned the landlord's response to reports of repairs to the resident's windows and doors, and its complaints handling. The Ombudsman found reasonable redress on both heads: the landlord accepted its…
202405076 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for a managed housing transfer or its handling of reports of noise nuisance. It identified only minor communication delays…
202347781 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the bathroom and kitchen, the filling of exterior holes (pest infestation), and its complaint handling; service failure in its handling of…
202439058 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's rehousing requests, property repairs and communal repairs (based on its compensation offer), service failure in its handling of pest…
202224968 Housing association
The Ombudsman found maladministration in the landlord's handling of communal cleaning complaints, citing poor communication and delayed action, plus service failure in complaint handling due to delayed responses. It…
202221406 Housing association
The Ombudsman found no maladministration in the landlord's handling of a shower repair, which was completed within target timescales, and found that its £300 compensation offer for a nine-month delay in issuing its…
202403682 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's report of a leak causing damp and mould and its communication — it failed to arrange a surveyor inspection promptly, delayed tracing the…
202311128 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a reported carbon monoxide leak and gas safety concerns. It identified a significant error in the landlord's failure to replace expired carbon…
202325751 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs throughout the property (ongoing leaks, damp/mould, delays to the bathroom, radiator, extractor fans and kitchen ceiling) and in its handling…
202124501 Housing association
The Ombudsman found severe maladministration for the landlord's handling of reports of leaks, damp and mould over a prolonged period from December 2022 to October 2023, including repeated failures to investigate, poor…
202345554 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's void inspection concerns, the leak/roof repair, and the cracked walls; reasonable redress in its handling of the damaged asbestos floor…
202234137 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to a communal lift: while it responded to outages within policy timescales, offered a concierge service and fair service-charge refunds, it…
202311092 Housing association
The landlord's handling of a shared ownership leaseholder's reports that his allocated parking space was used by an unauthorised vehicle amounted to service failure. The Ombudsman found the landlord took some reasonable…
202403329 Housing association
The Ombudsman found maladministration in the landlord's response to reports of mice (it directed the resident to arrange her own pest control and did not investigate) and in its handling of repair work to remove a water…
202225705 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to purchase her property under the Right to Buy scheme.
202335919 Housing association
The Ombudsman found maladministration in the landlord's handling of reported damp and mould (avoidable delays raising and completing follow-on repairs and a ventilation system, and poor record keeping), no…
202339553 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of damp and mould and of overcrowding, but found service failure in its handling of multiple outstanding repairs. The…
202302467 Housing association
The Ombudsman found maladministration in the landlord's response to a shared-ownership leaseholder's reports of a defective patio door (still unrepaired, with the landlord's contractor worsening the fault and…
202341638 Housing association
The Ombudsman found maladministration in the landlord's response to reports of structural damage causing damp and mould, in its handling of works to the resident's downstairs WC, and in its complaint handling. It…
202302943 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to an expansion vessel that left the resident without heating and hot water, and in its handling of the resident's complaint (a 76-working-day…
202346667 Housing association
The Ombudsman found maladministration in the landlord's handling of void checks and the resident's heating repairs, and in its record keeping, as the storage heaters were not restored to full working order approximately…
202315453 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and in its complaint handling. The landlord was ordered to apologise and pay £1,100 compensation.
202331739 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concern that she should not have been moved to a property with a history of ASB from neighbours, given her history of sexual assault, as…
202300957 Housing association
The Ombudsman found maladministration in the landlord's response to the resident about communal wheelchair accessibility and about a replacement key fob, and service failure in its response about the heating. It found…
202219733 Housing association
The Ombudsman found maladministration for the landlord's failure to replace badly rotted windows over 20 months, service failure for a missed pest control follow-up, and reasonable redress for the boiler repair delays…
202214972 Housing association
The Ombudsman found no maladministration in the landlord's handling of repairs, communal area maintenance, and ASB reports. However, the landlord's complaint handling was delayed (stage 2 response took 3 months), but it…
202122275 Housing association
The Ombudsman found maladministration by Paragon Asra Housing Limited for its response to a boiler repair (5 months without adequate heating/hot water over winter, missed appointments, poor communication, failure to…
202304553 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a leak and resulting damp and mould: it took too long to investigate and resolve the leak, kept inadequate records, lacked cohesion, and failed…
202312109 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about his water supply and in its handling of the formal complaint. Although the landlord could not be held responsible for the…
202115255 Housing association
The Ombudsman found maladministration in the landlord's handling of damp, mould and associated repairs, and maladministration in its complaint handling. The landlord failed to carry out a thorough investigation for over…
202212270 Housing association
Maladministration found in three areas: property condition at let/rent charges, letterbox key provision, and complaint handling/record keeping. The landlord failed to respond adequately to multiple repair issues, took…
202303669 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of harassment by neighbours, as it worked effectively with the police across three ASB cases but could not obtain evidence to…
202307998 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's transfer application (it did not acknowledge the resident's mental health issues or consider signposting/welfare checks),…
202218861 Housing association
The Ombudsman found severe maladministration for the landlord's handling of a leak into the property, which took nearly 3 years to resolve due to repeated contractor access failures and poor processes, and…
202229230 Housing association
The Ombudsman found severe maladministration in the landlord's handling of long-running damp and mould in the home of a resident with metastatic cancer, maladministration over a related draught issue, and…
202116273 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (including a hate incident) and in its complaint handling; service failure regarding reasonable…
202210685 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the communal parking area, trip hazards, communal lighting, door entry system, and the associated complaint. The landlord…
202210065 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports for not clearly managing expectations about enforcement action and not being sufficiently proactive with practical solutions, and service…
202202007 Housing association
Severe maladministration for window replacement (3-year delay, rotten windows, boarded-up window for 8 months, poor communication, no regard for disability). Maladministration for handling of female operatives request,…
202208013 Housing association
The Ombudsman found maladministration for the landlord's handling of a leak reported in February 2022, which remained unresolved for over 18 months, causing damp, mould and distress. Maladministration was also found for…
202205137 Housing association
The landlord was found to have maladministration for unreasonable delays in completing kitchen repairs following leaks and for failing to properly handle the resident's complaint. The Ombudsman ordered £850 total…
202205293 Housing association
The Ombudsman found that complaints about a leak and a communal entrance door were outside its jurisdiction as they had been subject to County Court proceedings and settlement. On the remaining issues, the Ombudsman…
202216637 Housing association
Maladministration for handling of bathroom refurbishment and damage reports, and for complaint handling. The initial works were 'botched up', took 10 months, and required a second full refurbishment. The landlord failed…
202014965 Housing association
The landlord was found to have maladministration for its handling of the resident's reports of ASB, severe maladministration for its complaint handling (taking nearly 2 years to fully respond, requiring multiple…
202223594 Housing association
The Ombudsman found maladministration in the landlord's handling of a roof leak/damp and mould, a window reglazing request, gas meter repositioning, rent information requests, and complaint handling. It ordered an…
202216612 Housing association
The landlord was found to have maladministration for its handling of a long-standing roof leak affecting the resident's flat since 2013. The landlord failed to complete effective repairs within a reasonable time, kept…
202209183 Housing association
The Ombudsman found no maladministration in the landlord's response to damp/mould, bed bugs, drug use, and the communal lift, but found service failure regarding overcrowding due to poor communication and lack of…
202216297 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a resident's reports of domestic abuse, its complaint handling, and its record keeping. The landlord failed to follow its own policies, did not…
202213676 Housing association
The landlord was found to have maladministration for failing to carry out repairs over an 8-month period, including cancelling appointments at short notice, and for poor complaint handling and communication, including a…
202203572 Housing association
The Ombudsman found service failure in the landlord's response to contractors trespassing on the resident's garden without notice, damaging plants and altering boundaries, and maladministration in its complaint handling…
202204736 Housing association
The Ombudsman found maladministration in the landlord's handling of communal lift breakdowns, a leak from the flat above, and fire safety concerns. Failures included poor communication, lack of risk assessment, delayed…
202114993 Housing association
The Ombudsman found maladministration for delays and poor communication in handling bathroom and kitchen repairs (including a 7-week delay on a shower screen repair and confusion over a leak), maladministration for a…
202200356 Housing association
The landlord was found to have maladministration for its handling of damp and mould repairs and the redress offered, and for record keeping; and service failure for complaint handling. There were significant delays…
202203220 Housing association
A year-long delay fixing a roof leak and inaccurate complaint responses would normally be maladministration, but the landlord's prior £3,100 payment was treated as reasonable redress for both the repair and…
202120242 Housing association
The Ombudsman found service failure by Paragon Asra Housing Limited regarding compensation offered for its handling of damp and mould over a five-year period, and service failure in its complaint handling. The landlord…
202116346 Housing association
The Ombudsman found maladministration for the landlord's handling of roof and ceiling repairs, which took over a year to complete due to poor coordination and failure to act on contractor advice. Maladministration was…
202116338 Housing association
The Ombudsman found service failure for the landlord's refusal to reimburse the resident for a replacement hob (later refunded after 17 months), service failure for poor management of roofing repairs, and…
202216669 Housing association
The landlord was found to have service failure for its handling of installing new communal lighting, due to poor communication, failing to address safety concerns, and record keeping failures. The landlord's complaint…
202117783 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour and noise nuisance, as the landlord acted reasonably and in line with its policy. However, there was…
202121913 Housing association
The landlord was found to have service failure for taking over two years to complete damp and mould repairs, and maladministration for its complaint handling. The Ombudsman ordered the landlord to pay £4,075 in…
202213982 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to be rehoused on medical grounds, as it properly sought independent medical assessments and followed its policy. However,…
202212140 Housing association
The Ombudsman found service failure by Paragon Asra Housing Limited regarding its response to reports that the resident's new property was not fit to move into on the tenancy start date. The landlord was responsible for…
202200997 Housing association
The Ombudsman found maladministration in the landlord's handling of a complaint about a member of staff, as it failed to address the resident's request to change their point of contact and did not communicate its…
202218804 Housing association
The Ombudsman found service failure by Paragon Asra Housing Limited for poor communication regarding completion of outstanding snagging works following a bathroom replacement. The landlord failed to provide updates or…
202112236 Housing association
The Ombudsman found service failure in the landlord's handling of flooding to communal areas and the carpark due to delays and lack of a maintenance programme for gutters and drains. It found reasonable redress for the…
202126520 Housing association
The landlord was found to have service failure for its handling of a leak reported on 20 December 2021. It took 10 days to stop the leak, failed to communicate effectively, and offered inadequate compensation. It was…
202216706 Housing association
The Ombudsman found service failure by Paragon Asra Housing Limited for failing to apply its maintenance policy flexibly to meet the needs of a disabled resident who reported a faulty kitchen door mechanism that could…
202007666 Housing association
The Ombudsman found maladministration by Paragon Asra Housing Limited for its handling of a recurring flood in the communal basement car park and for its complaint handling. The landlord delayed repairs for years,…
201816234 Housing association
The Ombudsman found no maladministration in the landlord's handling of a resident's request for CCTV footage, as the landlord's policy and data protection law only permit disclosure to the police. However, the Ombudsman…
202205060 Housing association
The Ombudsman found maladministration in the landlord's handling of ventilation, skirting, and window repairs due to extensive delays (10+ months) and poor communication. Maladministration was also found in complaint…
202209772 Housing association
The Ombudsman found maladministration by Paragon Asra Housing Limited for its handling of repairs following the letting of a property (including damp, mould, plastering and asbestos concerns) and for its complaint…
202211764 Housing association
The landlord was found guilty of maladministration for its handling of bathroom repairs. The bath replacement took around three months (exceeding the 15-working-day policy), contractors attended without notice, and the…
202116451 Housing association
The landlord was found to have maladministration for its handling of a report of shattered glass at a shared-ownership property, where it failed to make the window safe, gave incorrect advice about repair…
202201300 Housing association
The Ombudsman found no maladministration in the landlord's handling of staff conduct concerns, but found maladministration in its response to ASB reports (pre-judging the case, inconsistent definitions, failure to…
202206764 Housing association
The Ombudsman found maladministration by Paragon Asra Housing Limited for its handling of a resident's kitchen renewal request, kitchen repairs, toilet repairs, and damp and mould reports; and service failure for…
202204396 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's application for rehousing and medical priority banding. The landlord acted promptly, sought independent medical advice,…
202121133 Housing association
The Ombudsman found maladministration for the landlord's handling of repairs to the kitchen and windows, including a 4-month delay completing window repairs and poor communication. No maladministration was found for ASB…
202105499 Housing association
The Ombudsman found maladministration for the landlord's failure to complete window and gutter repairs within a reasonable timescale (reported February 2020 and September 2020 respectively, completed October 2021), and…
202110414 Housing association
The Ombudsman found service failure by Paragon Asra Housing Limited in its handling of a resident's reports of anti-social behaviour (including racially motivated harassment) and in its handling of the resident's…
202200720 Housing association
The landlord was found to have maladministration for its handling of repairs to the resident's front door. Between June 2021 and March 2022, the landlord's contractors made repeated errors (ill-fitting door, wrong paint…
202004419 Housing association
The landlord was found to have maladministration for its delayed and inadequate response to the resident's reports of roof and balcony drainage problems, including failing to pursue a latent defect claim and poor record…
202106606 Housing association
The Ombudsman found no maladministration by Paragon Asra Housing Limited in its handling of the resident's reports of a leaking toilet (the landlord responded promptly and carried out appropriate repairs) and the…
202103580 Housing association
The landlord mistakenly told the resident before they signed their tenancy that they could choose their own energy supplier, but the property is part of a district heating network with no individual gas supply. The…
202127664 Housing association
The Ombudsman found no maladministration regarding the landlord's visits and access requests, as the landlord acted reasonably and made adjustments for the resident's vulnerabilities. However, there was service failure…
202106939 Housing association
The landlord was found to have severe maladministration for its handling of repairs, with a series of delays and failures over 18 months including ineffective project management, lack of communication, and failure to…
202109830 Housing association
The Ombudsman found service failure by the landlord in how it handled cleaning of faeces from a communal carpet, due to a ten-working-day delay and poor communication. The landlord's complaint handling was delayed but…
202103596 Housing association
The Ombudsman found no maladministration in the landlord's response to ASB reports, but found maladministration in its response to the resident's request to install a security gate (delays, poor communication, lack of…
202014224 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports between February 2020 and April 2021, and maladministration in its complaint handling and record keeping. The landlord…
202012224 Housing association
The Ombudsman found service failure by Paragon Asra Housing Limited for its handling of repairs to fix low hot water pressure. The landlord delayed resolving the issue, failed to attend appointments, gave inconsistent…
202118970 Housing association
The Ombudsman found maladministration by the landlord for failing to properly address the resident's reports of a theft by a subcontractor, including not investigating the liability claim or providing information about…
202013337 Housing association
The Ombudsman found no maladministration regarding the landlord's handling of pest infestation, council tax concerns, and anti-social behaviour. However, there was service failure in repairs handling (delayed window…
202111314 Housing association
The Ombudsman found service failure in the landlord's handling of a resident's noise nuisance reports, as it failed to speak to the neighbour, acknowledge evidence, or investigate a potential floorboard repair. Service…
202006266 Housing association
The Ombudsman found no maladministration in the landlord's refusal to reimburse the resident for window fittings he bought and installed without first reporting the repair, nor in its complaint handling. The landlord…
202115914 Housing association
The landlord acknowledged service failings in its handling of repairs to a leak (delays from December 2020 to May 2021, poor communication) and offered £500 compensation at the top end of its policy. The Ombudsman…
201911969 Housing association
The Ombudsman found severe maladministration for the landlord's repeated failures to address a leak over 84 weeks, leaving the resident unable to use her bedroom, failing to provide updates, reimburse dehumidifier…
202005865 Housing association
The landlord's response to the resident's reports of damp and mould (ongoing since 2018) was found to be reasonable redress, as it commissioned surveys, offered £500 compensation, reimbursement for damaged belongings,…
202100150 Housing association
The Ombudsman found that the landlord offered reasonable redress for delays to kitchen and bathroom upgrades (partly due to the pandemic), with £200 compensation being fair. The complaint about the property's condition…
202110918 Housing association
The landlord was found to have maladministration for its handling of window repairs, which were reported in September 2020 and remained unresolved by January 2022, with contradictory information, delays, and poor…
202006436 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress after acknowledging missed grounds maintenance visits, arranging for the communal carpet to be deep cleaned, refunding residents for missed…
202110692 Housing association
The Ombudsman found no maladministration by Paragon Asra Housing Limited in its handling of the resident's reports of anti-social behaviour. The landlord acted in line with its ASB policy, assessed the reported issues,…
202107012 Housing association
The Ombudsman found no maladministration regarding the landlord's transparency about increased service charges, as the resident had a fixed charge tenancy and was given sufficient information. However, the landlord…
202015406 Housing association
The Ombudsman found service failure by the landlord in its administration of the resident's service charge. The landlord identified errors in charges between 2014-2020 and offered some redress, but failed to demonstrate…
202002651 Housing association
The Ombudsman found service failure by Paragon Asra Housing Limited regarding its response to the resident's reports of neighbour noise, communal door noise, and cigarette smoke entering his property. While the…
202105462 Housing association
The Ombudsman found service failure by Paragon Asra Housing Limited in its administration of the resident's rent account. Housing benefit payments were repeatedly mis-posted due to a duplicate reference number, and the…
202103899 Housing association
The Ombudsman found no maladministration by Paragon Asra Housing Limited in its response to the resident's reports of antisocial behaviour and illegal activity in communal areas. The landlord took reasonable steps…
202107245 Housing association
The landlord agreed to pay £600 compensation for the resident's laundry costs after the Ombudsman's intervention, resolving the complaint about the handling of the washing machine replacement satisfactorily.
202102094 Housing association
The Ombudsman found no maladministration in the landlord's handling of noise disturbance reports, as it acted reasonably by requesting evidence and managing expectations. However, there was service failure in complaint…
202006279 Housing association
The Ombudsman determined the complaint about liability for fees arising during the sale of a property was outside its jurisdiction, as it would require a binding decision on contractual terms more suitable for the…
202105810 Housing association
The Ombudsman found service failure by Paragon Asra Housing Limited in its handling of a potential breach of the lease agreement relating to the resident's garden maintenance. The landlord's communication was poor, with…
202008126 Housing association
The Ombudsman found reasonable redress by the landlord regarding its response to a leak from the property above, as the compensation offered (£2,213.80) was fair. However, there was service failure in the landlord's…
202100556 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's concerns about staff conduct and the issuing of a tenancy caution. The landlord investigated the resident's allegations of bias…
202003949 Housing association
The Ombudsman found no maladministration regarding the landlord's response to ASB reports (neighbour smoking), the uninhabited neighbouring building, and Covid-19 guideline concerns. Service failure was found regarding…
202009703 Housing association
The resident complained about the condition of their property when they moved in, including windows, doors, a leaking wet room, damp patches, a poorly positioned radiator, and a damaged door frame. Through Ombudsman…
202007018 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's request for a second parking permit. The landlord's decision to allocate one permit per property was based on the number of…
201914106 Housing association
The Ombudsman found service failure by Paragon Asra Housing Limited in its handling of the resident's ASB reports (noise nuisance and alleged racial abuse) and damp reports. The landlord failed to properly investigate…
201911811 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request to be re-housed, as it acted in line with its allocations policy. However, there was service failure in the landlord's…
202005466 Housing association
The landlord acknowledged poor service in handling flooring repairs, completed the repairs to the resident's satisfaction, and agreed to pay £600 compensation through Ombudsman-mediated settlement, resolving the…
202000312 Housing association
The Ombudsman found that the landlord acted appropriately in handling a faulty thermostat report, replacing it after a gas safety check, and offering reasonable compensation. Despite a lack of evidence linking the fault…
202008426 Housing association
The Ombudsman found service failure because the landlord could not provide records or logs of the resident's ASB reports or complaints for the investigation, despite its handling of the ASB reports and move request…
202005054 Housing association
The Ombudsman determined that both complaints were outside its jurisdiction. The complaint about the 2012 staircasing transaction was not raised as a formal complaint within a reasonable period (6 months). The complaint…
201912355 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for permission to erect a shed, as it responded within reasonable timeframes and gave reasonable explanations about its…
202005271 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of water supply issues (leaving the resident without water for hours at a time), its response to a roof leak (which remained…
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