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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Lambeth Council (202123528)

The complaint is about the landlord’s: Handling of repairs and the resident’s reports of damp. Complaints handling. Knowledge and information management.

The Riverside Group Limited (202012645)

The landlord’s response to reports of noise from a neighbour’s Air Source Heat Pump (ASHP). Reports of no hot water at the property and the associated level of compensation offered.

A2Dominion Housing Group Limited (202216315)

The complaint is about the landlord's handling of reports of a leak affecting the property. The Ombudsman has decided to consider the landlord's complaint handling as part of this investigation.

Clarion Housing Association Limited (202202489)

The complaint is about the landlord’s: Response to the resident’s concerns about the safety of the communal staircase; Handling of repairs to the roof of the building; Landlord’s response to the resident’s reports of damage to the ceilings in her property; Recordkeeping and information management; Complaint management.

Deptford Housing Co-operative Limited (202015524)

The complaint is about the landlord’s: record keeping; handling of the resident’s reports of discriminatory harassment and antisocial behaviour (ASB); handling of the resident’s associated complaint.

Hammersmith and Fulham Council (202222418)

The complaint is about the landlord’s handling of: Asbestos in the property. The resident’s reports of several repairs. The resident’s request to be rehoused. The landlord’s complaint handling.

Lambeth Council (202217945)

The complaint relates to: The landlord’s handling of repairs to the toilet. The landlord’s handling of reports of Japanese Knotweed. The landlord’s handling of the resident’s complaint.

London & Quadrant Housing Trust (L&Q) (202105177)

The complaint is about the landlord’s handling of the resident’s: Reports of foul odours in a communal hallway. Reports of inadequate insulation between the entrance porch and her flat above. Complaints.