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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Equity Housing Group Limited (202015743)

The complaint is around: The landlord’s communication around service charges. The landlord’s proposed increase to service charges and levels of those charges. The landlord’s management of the resident’s complaint.

Magenta Living (202213660)

The complaint is about the landlord’s handling of: works associated with an upgrade programme being carried out to the resident’s block of flats; the resident’s concerns about her service charges in relation to the upgrade programme; the consultation it carried out prior to the upgrade programme. The Ombudsman has also investigated the landlord’s handling of the resident’s associated complaint.

Metropolitan Thames Valley Housing (MTV) (202213519)

The complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs to his garage gate. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s communication and complaint handling.

Newcastle City Council (202219798)

The complaint is about the landlord’s handling of: Reports of damp and mould at the property. The resident’s request to be housed. Repair works to the external brickwork of the property and plug sockets in the kitchen. Trees located in the resident’s garden causing restricted light. The associated complaint.

Orbit Group Limited (202204426)

This complaint is about the landlord’s handling of: Reports of water ingress into the property causing damp and mould. The associated complaint.

Paragon Asra Housing Limited (202204736)

The complaint is about the landlord's handling of: Breakdowns of the communal lifts; The resident’s reports of a leak; Fire safety concerns; The associated complaint.

Peabody Trust (202212355)

The complaint is about the landlord’s handling of the resident’s reports of damp and mould and his subsequent request for compensation.