Thank you for your continued patience while we investigate the third-party IT security incident that has impacted our case management system.

We will begin our recovery work shortly to get our case management system back online. Our approach will be cautious, controlled, and continuously reviewed. Our cyber security experts will continue to test our systems during this time to ensure the system is fully safe and secure.

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 are sorry for any ongoing inconvenience. We will continue to update you as our investigation and recovery progresses.

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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Leeds City Council (202205555)

The complaint is about the landlord’s handling of: repairs, including to the roof, the front door, the side door, damp and mould in the kitchen, a kitchen plug socket, the toilet, holes in the concrete hallway floor, a hole in the bottom step, the bedroom radiator, silicone around the bath, and fencing in the garden. the resident’s reports of anti-social behaviour (ASB), and the resident’s concerns about the conduct of the landlord’s staff and contractors. The Ombudsman has also considered the associated complaint handling.

Hyde Housing Association Limited (202121443)

The complaint is about the landlord’s handling of the resident’s: Application to succeed her late mother's tenancy. Repairs including leaks and mould. Reports of rubbish in and around the property. Formal complaint The Ombudsman has also considered the landlord’s knowledge and information management.

Lambeth Council (202107857)

The complaint is about the landlord’s handling of the resident’s reports concerning: Leaks, damp and mould in the property. Repairs required to the kitchen window. The associated complaint.

Nottingham City Council (202318633)

The complaint is about the landlord’s handling of the resident’s: Request to be re-housed. concerns about staff conduct . reported repairs and the condition of the property at the time it was let to the resident. associated complaints.

Nottingham City Homes Limited (202318636)

The complaint is about the landlord’s handling of the resident’s: Request to be re-housed. Concerns about staff conduct . Reported repairs and the condition of the property at the time it was let to the resident. Associated complaints.

Paragon Asra Housing Limited (202205137)

The complaint is about the landlord’s handling of: Repairs to the resident’s kitchen following a leak from the property located above and from the external brickwork and carrying out an asbestos survey. The conduct of the landlord’s surveyor and contractors. The associated complaint.

Tower Hamlets Homes (202205782)

The complaint is about: The condition of the property when the resident moved in. The information provided about the property. The landlord's handling of repairs to the property. The landlord’s response to the resident’s request for costs incurred.

Estuary Housing Association Limited (202205214)

The complaint is about: The landlord’s handling of the resident’s reports of repairs to: Plumbing – Water tank/boiler, shower, taps and drainage; Roof leak and ceiling damage; Window; Garage door. The landlord’s complaint handling .