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.

Decisions

We publish decisions as part of our commitment to being open and transparent.

Decision reports do not include residents’ names, but we name landlords. They date from December 2020, and we publish them 3 months after the final decision date.

In some cases, we will not publish a decision if it is not in the resident’s or landlord’s interest. Or if we will compromise the resident’s anonymity. You can read more in our guidance on decisions.

Date

(date from format: mm/dd/yyyy)
(date to format: mm/dd/yyyy)

Landlord Name

Landlord type

Complaint Category

Outcome

Tenure

Orders

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Beyond Housing Limited (202306387)

The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and harassment by her neighbours. The Ombudsman has also considered the landlord’s complaint handling.

Ongo Homes Limited (202231174)

The complaint is about the landlord’s handling of: The resident’s reports of damp and mould The decant of the resident and level of compensation. The complaint.

Paragon Asra Housing Limited (202122275)

The complaint is about the landlord’s response to the resident’s request for a: Boiler repair. Window repair. The Ombudsman has also considered the landlord’s complaint handling.

Abri Group Limited (202234700)

  REPORT COMPLAINT 202234700 Abri Group Limited 8 May 2024   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. […]

Dudley Metropolitan Borough Council (202119458)

The complaint is about the landlord’s: handling of the resident’s application for a housing transfer; record keeping; handling of the resident’s concerns about the structural safety of his property; handling of the resident’s associated complaint.

Gentoo Group Limited (202301802)

The complaint is about the landlord’s handling of: Plastering repairs to the resident’s bedroom and living room. Repairs reported by the resident including repairs to the floorboards in the living room due to a woodworm infestation, repairs to the bathroom, repairs to the gutters and subsequent reports of damp and mould in the resident’s kitchen. Reports that the resident had no heating or hot water for a significant period of time. The resident’s reports of poor staff conduct and a lack of support from the landlord. This Service has also considered the landlord’s complaint handling.

Platform Housing Group Limited (202226057)

The complaint is about: The landlord’s handling of the rent account. The installation of solar panels and provision of certification. The landlord's handling of concerns regarding the efficiency and cost of the heating system. The landlord's handling of reports of damp and mould. The landlord's handling of the complaint.