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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Great Places Housing Association (202128398)

The complaint is about: The landlord’s handling of the resident’s reports about her boundary wall. The landlord’s handling of the resident’s reports about her neighbour’s fence. The landlord’s response to repair issues reported by the resident. The landlord’s complaint handling.

Great Yarmouth Borough Council (202119372)

The complaint is about the landlord’s handling of: the resident’s reports of damp and humidity; other repairs to the property, and the resident’s associated concerns; the resident’s reports of pest control issues; the resident’s complaint.

Havering Council (202213065)

The complaint is about the redress offered by the landlord following its handling of: Repairs and pest control. The complaint handling.

Jigsaw Homes Group Limited (202218579)

The complaint is about the landlord’s: Handling of the resident’s reports about antisocial behaviour (ASB). Handling of the resident’s reports about its officers’ conduct and behaviour. Implementation of its unreasonable behaviour policy. The Ombudsman has also considered the landlord’s complaint handling.

Lambeth Council (202103898)

The complaint is about the landlord’s handling of: repairs to windows, roof and back door. reports of damp and mould in the property. The Ombudsman will also consider the landlord’s complaint handling.