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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Guinness Trust (202221101)

The complaint is about the landlord’s response to the resident’s reports of damp and mould and the associated repairs.

Home Group Limited (202125902)

This complaint is about the landlord’s handling of: The resident’s enquiries about her service charge. A repair to the resident’s shower. The resident’s complaint and its decision to retract an offer of extra compensation in relation to a broken vase.

Homes Plus Limited (202208259)

The complaint is about: the condition of the property when let; the landlord’s handling of repairs after the resident moved into the property, and; the provision of information about asbestos in the property.

Housing 21 (202210359)

The complaint is about the landlord’s response to the resident’s: Request to have a full refund of surplus water charges which was billed in error. Associated complaint.

Hyde Housing Association Limited (202200699)

The complaint is about: The landlord’s handling of repairs to the resident’s fence. Information provided by the landlord in relation to responsibility for fence repairs. The Ombudsman has also considered the landlord’s complaint handling.

London & Quadrant Housing Trust (L&Q) (202117601)

The complaint is about the landlord’s: Response to the resident’s reports of ASB and noise disturbance. Response to the resident’s concerns about an external light being connected to her electricity supply. Response to the outstanding repairs and the windows obstructing the gate when opened. Complaint handling.

Ongo Homes Limited (202212483)

This complaint is about the landlord’s response to: The resident’s reports of a faulty central heating system within the property. The resident’s request for repairs to the shed and query regarding its ownership. The resident’s reports about the conduct of the landlord’s staff member.