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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Hammersmith and Fulham Council (202205510)

The complaint is about: The landlord’s response to the resident’s concerns about communal cleaning. The landlord’s response to the resident’s reports about anti-social behaviour from a neighbour. The landlord’s response to the resident’s request for a new Housing Officer. The Ombudsman has also considered the landlord’s complaint handling.

Homes Plus Limited (202128413)

The complaint is about the landlord’s handling of the resident’s: Reports of poor communication. Request to move property. Reports of poor staff conduct and alleged discrimination.

Medway Council (202211253)

The complaint is about the landlord’s: Handling of recharges for the property. Its response to the resident’s request for copies of documents relating to the property.

One Manchester Limited (202214383)

The complaint is about a letter sent by the landlord to the resident on 21 March 2022 concerning arears on the resident’s rent account.

Paragon Asra Housing Limited (202218804)

The complaint concerns: The landlord’s communication regarding the completion of outstanding remedial work following its replacement of the resident’s bathroom. The landlord’s handling of repairs to an extractor fan.