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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A2Dominion Housing Group Limited (202122223)

The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Decisions to issue the resident with tenancy warnings. Handling of his associated complaints.

Clarion Housing Association Limited (202202278)

The complaint is about: The landlord’s handling of, and communication about, the leak in the property. The landlord’s handling of the complaint and the level of compensation offered. The resident’s request to be reimbursed for loss of rental income.

Falcon Housing Association C.I.C (202231755)

The complaint is about the landlord’s: Response to concerns about the placement of a vulnerable individual in the downstairs flat. Handling of reports of anti-social behaviour involving the vulnerable individual.

Havering Council (202226938)

The complaint is about the resident’s reports of leaks in the property, causing damp and mould. The Ombudsman has also considered the landlord’s complaint handling.

Lambeth Council (202224802)

The complaint is about the landlord’s handling of: Disrepair in the resident’s home, including an ongoing roof leak, and damp and mould. The associated complaint.

Lambeth Council (202229208)

The complaint is about the landlord’s decision to repair the windows in the resident’s property instead of upgrading them. We have also investigated the landlord’s complaint handling.