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

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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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Peabody Trust (202307894)

The complaint is about the landlord’s response to: The resident’s concerns about an acceptable behaviour contract that was issued in January 2022 at a meeting that was conducted at short notice. The resident’s request for clarification on what areas it designated as communal. The resident’s reports of antisocial behaviour (ASB) after September 2021. The resident’s request for an additional fire escape. This report also looks at the landlord’s handling of the resident’s complaints. This report also looks at the landlord’s handling of knowledge and information.

Sanctuary Housing Association (202229332)

The complaint is about the landlord’s handling of: repairs following the resident’s reports of damp and mould. the resident’s complaint and claim for damaged possessions. The resident has also complaint about the impact of the damp and mould within the property on her health.

Southend-on-Sea City Council (202234512)

The complaint is about the landlord’s: Response to reports of water leaking into the bedroom through the ceiling and the subsequent repairs to the property. Response to reports of a gas leak in the property. Complaint handling.

Homes Plus Limited (202231464)

The complaint is about: The landlord entering the resident’s property by force and without permission to effect repairs. The compensation awarded as part of its complaint handling.

London & Quadrant Housing Trust (L&Q) (202222308)

The complaint is regarding the landlord’s handling of the resident’s transfer application and request to move on medical grounds. This investigation has also considered the landlord’s handling of the complaint.

Believe Housing Limited (202217781)

The complaint is about the landlord’s response to the resident’s request for compensation for damage to her floor caused by a leak. The Ombudsman has also investigated the landlord’s complaint handling.