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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Metropolitan Thames Valley Housing (MTV) (202213899)

  REPORT COMPLAINT 202213899 Metropolitan Thames Valley Housing 6 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 […]

Notting Hill Genesis (NHG) (202212007)

This complaint is about: The landlord’s handling of the service charge account which resulted in an overcharge. The landlord’s handling of the associated formal complaint.

Royal Borough Of Greenwich (202203567)

The complaint is about the landlord’s handling of kitchen extractor fan repairs. The Ombudsman has also considered the landlord’s complaint handling.

Southern Housing Group Limited (202116632)

The complaint is about the landlord’s response to the resident’s reports of an upsurge of waste into his property from the communal drains. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

The Guinness Partnership Limited (202215678)

The complaint concerns: The standard of garden maintenance on the resident’s estate The condition of the estate’s signage. The associated formal complaint into these issues.

Thirteen Housing Group Limited (202213991)

The complaint is about the landlord’s handling of the resident’s request: To repair a broken window in the outbuilding; and To set up a direct debit for his rent payments.