PA Housing

The Housing Ombudsman is the independent body that investigates complaints about social landlords. It records failings as "service failure", "maladministration" or — the most serious — "severe maladministration", and its maladministration rate counts all three.^[3] Its figures are for Paragon Asra Housing Limited, the legal name of PA Housing.^[1]

The 2025-26 performance report. The report covers 85 PA Housing cases the Ombudsman decided between 1 April 2025 and 31 March 2026, leaving out cases outside its jurisdiction or withdrawn. They carried 201 findings, four of them outside its jurisdiction, which the rate leaves out.^[3] As the Ombudsman set out the rate: "The number of 'Mal' findings recorded for Paragon Asra Housing Limited is 141, which gives the Maladministration rate of 71.6% (141 / 197)." The national rate was 62%, and 52% for landlords of a similar size and type.^[3]

“The number of 'Mal' findings recorded for Paragon Asra Housing Limited is 141, which gives the Maladministration rate of 71.6% (141 / 197).”^[3]

Housing Ombudsman Service, Landlord Performance Report 2025/2026 – Paragon Asra Housing Limited (15 September 2026)

Severe findings. Six of the 201 findings were severe maladministration — four of them about condensation, damp and mould.^[3]

Where the findings fell. Most concerned managing relations with residents (78 findings, a category that includes complaint handling) or responsive repairs (55). Responsive repairs had a maladministration rate of 78%, against 72% nationally.^[3]

Orders and compensation. It made 294 orders and 79 recommendations. The report's headline compensation figure — ordered and recommended combined — was £58,194. There were no complaint handling failure orders, which the Ombudsman issues when a landlord does not handle a complaint properly.^[3]

Earlier years. The Ombudsman's figures put the rate at 81% in 2023-24, across 46 decided cases, and 67% in 2024-25, across 59. It recounted 2023-24 to leave out cases outside its jurisdiction or withdrawn, so that figure may differ from the one first published.^[3]

In individual cases. In June 2025 it found "severe maladministration by the landlord in its handling of repairs to the property" — structural repairs to a house first raised in December 2022. It ordered £2,809 and a written apology from the chief executive.^[6] In September 2025 it found maladministration over a leak, damp and mould. It ordered £1,450, including £200 already offered, and an inspection with a nominated officer to oversee the work.^[7]

“severe maladministration by the landlord in its handling of repairs to the property”^[6]

Housing Ombudsman Service, Paragon Asra Housing Limited (202425918) — Housing Ombudsman decision (17 June 2025, 202425918)

What PA Housing says it has done. PA Housing says it changed how it handles complaints in September 2025. It says it has set up a team for repair-related complaints and a team for Ombudsman cases.^[8]

The Regulator of Social Housing (RSH) grades social landlords for consumer standards — the homes and services tenants get — from C1 (the strongest) to C4, and for governance (G1 to G4) and financial viability (V1 to V4).

PA Housing's consumer grade is C2. In a judgement published on 24 September 2025 — its first consumer grading of PA Housing — the regulator said: "Our judgement is that there are some weaknesses in the landlord delivering the outcomes of the consumer standards and improvement is needed."^[1] The weaknesses were in three of the four consumer standards: Safety and Quality; Transparency, Influence and Accountability; and Neighbourhood and Community.^[1]

Repairs and damp. The regulator found PA Housing's repairs service effective and timely, but said it needed to fix weaknesses found before the inspection. It said performance is improving, but PA Housing must show that can be sustained and clear a backlog of planned maintenance.^[1] It found an improved approach to damp, mould and condensation, but said PA Housing needs more evidence this has helped tenants.^[1]

Complaints and anti-social behaviour. The regulator noted that PA Housing had itself found weaknesses in its past complaints performance and changed its approach. It said PA Housing needs to show its complaint handling is improving outcomes for tenants. It also said PA Housing had recently changed how it deals with anti-social behaviour, and needs to show that is working.^[1]

Where it gave assurance. The regulator found appropriate systems for tenants' health and safety, good compliance with safety duties, and an up-to-date record of the condition of PA Housing's homes.^[1]

Governance and viability. The regulator graded PA Housing G1 for governance: "Our judgement is that the landlord meets our governance requirements." It graded it V2 for viability, finding it meets the requirements but has less capacity to absorb shocks while it invests in its homes and builds new ones.^[1]

What PA Housing says. In an April 2026 update, PA Housing's chief executive said the inspection found many positives, but set out that it needed to improve its complaint handling, its approach to anti-social behaviour and its repairs service.^[10]

No regulatory notice. There is no regulatory notice — a formal published finding of a breach — in force against PA Housing; the regulator's page for it lists only its judgements.^[2]

A housing association's repair duties are just as strong as a council's — and they do not depend on its track record.

Repairs. Under section 11 of the Landlord and Tenant Act 1985, PA Housing must keep the structure and exterior of your home in repair — the roof, walls, windows and doors — and keep the installations for heating, hot water, gas, electricity, water and sanitation in proper working order. This applies to almost every tenancy and cannot be signed away in a tenancy agreement.

Fitness for human habitation. Under the Homes (Fitness for Human Habitation) Act 2018 (section 9A of the 1985 Act), your home must also be fit to live in — free from serious hazards, including damp and mould that could harm your health.

Awaab's Law. Awaab's Law now sets legally binding timescales for social landlords, housing associations included, to investigate hazards such as damp and mould and make homes safe — the disrepair page sets them out.^[11]

Safety checks. PA Housing must also meet its legal health and safety duties, such as gas and electrical safety checks.

Complaint handling. PA Housing must handle complaints under the Housing Ombudsman's Complaint Handling Code, through its two-stage complaints process.^[14]

Reporting repairs. Report a repair through the My PA account or by phone, which also takes emergencies out of hours. PA Housing's published repair targets are on the disrepair page.^[19]