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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Sovereign Housing Association Limited (202218855)

The complaint is about the landlord’s handling of the resident’s reports of: Repairs required to the boundary wall. Overgrown brambles and the subsequent damage caused. The Ombudsman has also considered the landlord’s complaint handling.

Stonewater Limited (202204943)

The complaint is about the landlord’s: Handling of the resident’s reports of alleged antisocial behaviour (ASB) and hate crime by his neighbours, including the resident’s concerns of discrimination by the landlord. Handling of counter allegations about the resident’s alleged ASB. Handling of his rent account including its response to the resident’s request for reimbursement of court fees. Response to the resident’s reports of poor ground maintenance. Complaint handling.

The Riverside Group Limited (202210938)

The complaint is about the landlord’s: Response to the resident’s concerns about the bathroom. Response to the resident’s request to be moved to supported housing. Complaint handling.

Dudley Metropolitan Borough Council (202121250)

The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB) by her neighbour. Handing of counter allegations made against the resident by the neighbour. Complaint handling.

Harlow District Council (202209329)

The complaint is about the landlord’s response to the resident’s: queries about heating and hot water charges. concerns about loft insulation. request to move the heating control panel.

Portsmouth City Council (202201665)

The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance from her neighbour. The associated formal complaint.