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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Great Places Housing Association (202123116)

The complaint is about: The landlord’s handling of a leak affecting the property. The landlord’s handling of works to make good damage caused by the leak. The landlord’s handling of the complaint.

London Borough of Newham (202212688)

The resident’s complaint is about: The landlord’s response to the resident’s queries about whether the rear garden is a communal space and who is responsible for its maintenance. The landlord’s response to the resident’s queries about the horticulture payment. The level of customer service provided. The landlord’s complaints handling.

One Housing Group Limited (202112363)

This complaint is about the landlord’s: Response to the resident’s various disrepair concerns; Service charge information; Complaint handling; Record keeping.

Peabody Trust (202108030)

The complaint is about the landlord’s: response to the resident’s reports about multiple disrepair issues at his property; the amount of compensation offered by the landlord for the loss of cooking facilities; complaints handling.

Rochdale Boroughwide Housing Limited (202215329)

This complaint is about: The landlord clearing the property before the end of the tenancy. The landlord's response to the resident’s request for compensation for personal items removed while clearing the property.

Clarion Housing Association Limited (202121454)

The complaint is about the landlord’s response to the resident’s reports about disrepair issues with: the windows in his property; the communal area. The Ombudsman has also investigated the landlord’s complaints handling.