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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Peabody Trust (202222583)

This complaint is about the landlord’s: Response to reports of leaks, damp and mould, and its handling of the required major works, to the resident’s property. Handling of the resident’s decant, including issues with, and condition of, the decant properties. Response to the resident’s request to be permanently rehoused due to the condition of her property. Response to the resident’s concerns about its use of the electricity at her main residence and her being responsible for paying that bill whilst also paying electricity for her decant property. Handling of the associated complaint.

Southern Housing Group Limited (202215874)

The complaint is about: The landlord’s management of repairs at the resident’s property. The landlord’s handling of reports of damp and mould. The landlord’s handling of the resident’s request for a property transfer. The landlord’s handling of the resident’s complaint.

Waltham Forest Council (202232186)

The complaint is about the landlord’s: Handling of the resident’s request for information about its bathroom and kitchen refurbishment programme. Complaint handling.

Abri Group Limited (202233917)

The complaint is about the landlord’s handling of: The resident's reports of damp and mould in her property. The resident’s concerns about damage caused to her personal possessions by the damp and mould. The resident’s reports of cracks to an internal wall, and possible subsidence. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.

Camden Council (202123973)

The resident’s complaint is about the landlord’s handling of renovation works to her property, including the quality of the work done and associated issues such as damp. The Ombudsman has also investigated: The landlord’s complaint handling. The landlord’s record keeping.