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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Torus62 Limited (202310199)

The complaint is about the landlord’s response to the resident’s reports about the condition of the kitchen.

Citizen Housing (202222927)

The complaint is about the landlord’s handling of: The resident’s report of a water leak from an upstairs property into her bathroom and the associated repairs. The planned kitchen replacement. The resident’s concerns regarding staff conduct. This Service has also considered the landlord’s complaint handling.

Regenda Limited (202219696)

The complaint is about the landlord’s handling of the resident’s: Reports that its contractors had disconnected the gas fire. Request to have the gas fire fixed and re-connected.

Sovereign Network Homes (202313628)

The complaint is about the resident’s reports concerning: The landlord’s handling of repairs to the boiler. The pressure from the bath taps following their replacement.

Hyde Housing Association Limited (202316294)

This complaint is about the landlord’s handling of reports of damp, mould, and drainage issues within the property. The Ombudsman has also considered the landlord’s handling of the associated complaint.