Thank you for your continued patience while we investigate the third-party IT security incident that has impacted our case management system.

As we set out in earlier communications, the incident has been contained, and we are working with the external supplier of our case management system to investigate.

If you need to raise a new complaint about your landlord with us in the meantime, please email us at info@housing-ombudsman.org.uk  or call us on 0300 111 3000. We’re working to handle enquiries and cases where this is possible, notifying any customers and landlords where this is not possible

We’re working to restore our services as quickly as possible and will share updates when we can.

Landlords with more than 5 Complaint Handling Failure Orders

Theses landlords have received more than 5 Complaint Handling Failure Orders (CHFOs) in 2024-25.

On this page

This page refers to Complaint Handling Failure Orders (CHFOs), which was our process at the time of publication. We now issue Complaint Handling Failure Notices (CHFNs) in these circumstances. View the latest information on how we bring landlords into compliance in casework.

What are Complaint Handling Failure Orders?

Complaint Handling Failure Orders are issued in relation to failings in an individual case where we have taken reasonable steps to seek engagement from a landlord, but the resident remains unable to progress a complaint. They may also be issued where there is evidence of a systemic issue within a landlord’s complaint handling. We share this information with the Regulator of Social Housing.

We use our orders, along with other information from cases handled, to generate insight about individual landlords. This can be used as the basis of discussions if there are continued concerns over a sustained period.

Helpful Links

Landlords with more than 50,000 homes

Landlord name # cases where a CHFO was issued
London & Quadrant Housing Trust (L&Q) 9

 

Landlords with 10,000 and 49,999 homes

Landlord name # cases where a CHFO was issued
Haringey London Borough Council 6
London Borough of Havering Council 6
London Borough of Lewisham 13
London Borough of Barking and Dagenham 6

 

Landlords with 1,000 and 9,999 homes

Landlord name # cases where a CHFO was issued
Karibu Community Homes Limited 6
London Borough of Harrow 6
Reading Borough Council 6

 

Landlords with 100 and 999 homes

Landlord name # cases where a CHFO was issued
Soho Housing Association 11