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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Birmingham City Council (202219790)

The complaint is about the landlord’s handling of the resident’s: Reports of leaks and related damp and mould repairs. Request for a rent adjustment.  Formal complaints.

Camden Council (202224293)

The resident’s complaint is about the landlord’s: Handling of repairs in her property, including damp and mould; Response to reports of pests; Response to a carbon monoxide leak, and her subsequent move from the property; Handling of the associated complaint.

Clarion Housing Association Limited (202214815)

The complaint is about the landlord’s handing of the resident’s reports of: Repairs to: Windows. Back door. Noise. The Ombudsman has also considered the landlord’s complaint handling.

Curo Places Limited (202211408)

The complaint is about: The landlord sharing information with the resident’s advocate. The appropriateness of the landlord’s offer of a stay in respite accommodation.  The landlord’s delivery of court papers to the resident’s address. The landlord’s handling of the resident’s reports of breaches of her neighbours’ acceptable behaviour contracts. Discrimination by the landlord. The associated complaint handling.

Derby City Council (202300582)

The complaint is about the landlord’s handling of the resident’s: Personal data and subject access request (SAR). Concerns about the installation of a replacement kitchen at her property. Request for an adaptation to her property. Associated complaint.

Eastbourne Borough Council (202229454)

The complaint is about the landlord’s response to: The resident’s concerns about the conduct of its contractor’s operatives. The resident’s concerns about various repairs. The resident’s concerns about the water pressure. The resident’s request for reimbursement for costs which include: The cost of a wardrobe which was damaged. The cost of decoration works. The cost of repairs required to the flooring. The resident’s report that he considered the kitchen works were part of the right to repair scheme.

Hexagon Housing Association Limited (202112592)

The complaint concerns the landlord’s: Handling of the resident’s requests to be re-housed and for increased priority banding. Response to the resident’s internal transfer request. Handling of the related complaint.