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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Hyde Housing Association Limited (202114946)

The complaint is about the landlord’s handling of: The resident’s concerns about the fire remediation works, including how long the works took to complete. The resident’s request for an EWS1 form. The resident’s concerns about the level of service charges. The landlord’s complaints handling.

Hyde Housing Association Limited (202206410)

The complaint is about: The landlord’s handling of repairs to a fence. The landlord’s response to the resident’s concerns about staff. The landlord’s complaint handling.

Islington Council (202012629)

The complaint is about the landlord’s handling of: the resident’s report of a sewage leak into her home and her concern that it did not adequately investigate the cause. the resident’s report of items disposed of after the leak. the installation of extra radiators in the resident’s home. the resident’s request to insulate her home, and related concern about damp and mould in her property.  the installation of a flue safety chain. the boxing in of pipes. The Ombudsman has also considered the landlord’s complaint handling.

London Borough of Newham (202105739)

The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour by a neighbour. A previous court case concerning rent arrears. The resident’s complaint.

Metropolitan Thames Valley Housing (MTV) (202207349)

The complaint is about the landlord’s handling of the: Resident’s reports of a leak in the property. Resident’s reports of damp and mould forming and their request for a decant. The associated complaint.

Moat Homes Limited (202120954)

  REPORT COMPLAINT 202120954 Moat Homes Limited 29 June 2023   Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]