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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Clarion Housing Association Limited (202205488)

The complaint is about the landlord’s handling of: Repairs to the toilet and bath in the resident’s property. The tenancy renewal. Placing the resident on a risk to staff register. A subject access request (SAR) and data breach. The Ombudsman has also considered the landlord’s complaint handling.

Hyde Housing Association Limited (202210688)

The complaint is about: The landlord’s response to reports of a fencing repair and the maintenance of the external decoration of the building. The landlord’s response to a request to relocate a gas meter within the property. Communication from the landlord regarding a breach of tenancy. This report has also considered the handling of the associated complaint.

Hyde Housing Association Limited (202301783)

The complaint is about the landlord’s handling of reports of leaks in the property and the associated repairs. The Ombudsman has also considered the landlord’s: complaint handling; record keeping.

Karibu Community Homes Limited (201906579)

The complaint is about the landlord’s handling of: The resident’s request for adaptations to her shower to provide adequate washing facilities and the subsequent installation and maintenance of a water pump. The associated complaints.

London & Quadrant Housing Trust (L&Q) (202219440)

The complaint is about the landlord’s handling of: The resident’s transfer request. Repairs and ongoing maintenance to the lift within the resident’s building. The resident’s complaint.

MHS Homes Ltd (202220070)

The complaint is about: The landlord’s handling of allegations of antisocial behaviour (ASB) made against the resident. The landlord’s complaint handling.

Connexus Homes Limited (202219149)

The landlord’s handling of reports of reports of a damp and water ingress in the property. The landlord’s response to concerns about the effectiveness and efficiency of the heating, hot water, and shower system.