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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West Kent Housing Association (202232049)

The complaint is about: The landlord’s handling of the resident’s request for a management move due to anti social behaviour. The landlord’s handling of the resident’s complaint.

Connexus Homes Limited (202215584)

The complaint is about the landlord’s handling of reports of: Damp and mould. Antisocial behaviour (ASB). The unsuitability of the property and the resident’s request to move.

Great Places Housing Association (202218300)

The complaint is about the resident’s reports concerning the landlord’s handling of: Repairs required to the property including: The shower and shower cubicle. A faulty ventilation system that caused damage to carpets, walls, curtains and soft furnishings. A request to provide authority to NHBC to investigate the resident’s case. Complaint handling.

Hyde Housing Association Limited (202124820)

The complaint is about the landlord’s handling of: The resident’s reports of disrepair in the property. A replacement kitchen. The Ombudsman has also considered the landlord’s complaints handling.

Islington Council (202302009)

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