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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Islington Council (202126288)

The complaint is about the landlord’s handling of: The resident’s mutual exchange. Repairs to the external doors. Repairs to the rear garden wall. Repairs to the electrical socket in the basement. Repairs to the windows. The resident’s reports of dampness in the property. The resident’s concerns about the render and mortar on the external walls. The resident’s concerns about not being decanted during major works to the property. The resident’s concerns about the conduct of an operative. The resident’s complaints.

Islington Council (202222432)

The complaint is about: The landlord's response to: Repairs to paving slabs. Electrical repairs. Reports of a leak and associated works. The landlord’s complaint handling. The Ombudsman has also investigated the landlord’s response to the resident’s request for reasonable adjustments.

Lambeth Council (202223064)

The complaint is about: The landlord’s handling of the resident’s reports of a leak from a flat above. The landlord’s complaints handling.

LiveWest Homes Limited (202215615)

The complaint is about the landlord’s: Handling of and response to antisocial behaviour caused by the resident’s neighbour between May 2022 and October 2022. Complaints handling.

London Borough of Islington (202212645)

The complaint is about the landlord’s handling of: The implementation of fire safety measures, including how it conducted a fire risk assessment (FRA). The resident’s residency check as part of a tenancy audit. The resident’s reports of a roof leak. The resident’s reports of anti social behaviour (ASB). The resident’s accessibility to its services. The associated complaints.