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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Wandsworth Council (202218821)

The complaint is about the landlord’s handling of: repairs to address water penetration from the roof; a compensation request for rental income loss due to incomplete roof repairs, and; the complaint made.

Bournemouth, Christchurch and Poole Council (202107969)

The complaint is about the landlord’s management and handling of:  a request to install a level access shower wet room in the property. the resident’s reports of outstanding repairs at the property. the resident’s reports of damp and mould in the outbuildings. the resident's formal complaints.

Gentoo Group Limited (202218794)

The complaint is about the landlord’s handling of its proposals to remove the resident’s garage and driveway as part of its regeneration scheme.

Notting Hill Genesis (NHG) (202214808)

The complaint is about the landlord’s: Response to reports of leaks at the property. Response to damp and mould at the property. Knowledge and information management. Complaint handling.