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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A2Dominion Housing Group Limited (202209837)

The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour. Request to be rehoused. This report will also consider the landlord’s record keeping.

Birmingham City Council (202122577)

The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould at the property. Complaint handling. Record keeping.

Longhurst Group Limited (202209756)

The complaint is about the landlord’s response to the resident’s: Concerns about the property at the start of the tenancy. Repair requests since the tenancy began. The associated complaint.

Settle Group (202207221)

The complaint is about the landlord’s: handling of repairs following the resident moving into a mutual exchange property; response to the resident’s concerns of alterations made to the outhouse by the previous tenant; handling of drainage and groundworks; communication with the resident regarding repairs; handling of the resident’s formal complaint.

Swindon Borough Council (202208774)

The complaint is about the landlord’s handling of requests for repairs to windows in the property, as well as the landlord’s response to requests for replacement of the kitchen and bathroom. The Ombudsman has decided to consider the landlord’s handling of the complaint as part of this investigation.