Our new statutory Complaint Handling Code comes into effect from 1 April 2024 - find more information online.

Decisions

All our decisions are published here as part of our commitment to being open and transparent. The decisions are anonymised so residents’ names are not used, but landlords are named. The decisions date from December 2020 and are published three months after the final decision date. In some cases we may decide not to publish a decision if it is not in the resident’s or landlord’s interest or the resident’s anonymity may be compromised. You can read more in our guidance on decisions.

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Raven Housing Trust Limited (202017342)

The complaint is about the landlord’s response to the resident’s concerns about: noise transference. fire safety in the building. complaint handling.

Stonewater Limited (202115757)

REPORT COMPLAINT 202115757 Stonewater Limited 18 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is set […]

Hyde Housing Association Limited (202121443)

The complaint is about the landlord’s handling of the resident’s: Application to succeed her late mother's tenancy. Repairs including leaks and mould. Reports of rubbish in and around the property. Formal complaint The Ombudsman has also considered the landlord’s knowledge and information management.

Hackney Council (202117182)

The complaint is about the landlord’s: Response to the resident’s reports of damp and mould throughout the property. Handling of the resident's reports of a leaking WC. This report also considers the landlord’s complaint handling.

Rooftop Housing Association Limited (202200131)

The complaint is about: The landlord’s handling of the resident’s reports of a broken window, a seized hot water tap, and that her kitchen was in a state of disrepair. The landlord’s handling of the resident’s reports that the main entrance door to the block of flats was insecure and the door entry system was not fit for purpose. The landlord’s handling of the resident’s reports that communal cleaning and maintenance services were not being carried out satisfactorily. The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s fire safety concerns. This report will also consider the landlord’s complaint handling.

Irwell Valley Housing Association Limited (202206371)

The complaint is about the landlord’s handling of: The resident’s request for it to replace flooring in her bathroom.   The resident’s request for her bathroom to be renewed. The resident’s reports of anti-social behaviour (ASB). The resident’s transfer request.  The associated complaint.