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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Settle Group (202212167)

The complaint is about the landlord’s handling of the resident’s request for the landlord to financially support the installation of a driveway.

Audley Group Ltd (202124632)

The complaint is about: The landlord's response to the resident’s representations about changes of ownership/changes in its company structure prior to purchase. The landlord's handling of the resident’s reports of defects to his property.  The landlord’s handling of the resident’s complaint.

Clarion Housing Association Limited (202212280)

The complaint is about: The landlord’s response to the resident’s reports of rodent infestation at her property. The landlord’s handling of the resident’s request to be rehoused due to the infestation.

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.