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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London & Quadrant Housing Trust (L&Q) (202119571)

The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Handling of a transfer request.     Complaint handling. The report also examines the landlord’s consideration of the resident’s vulnerabilities.

London & Quadrant Housing Trust (L&Q) (202201126)

REPORT COMPLAINT 202201126 London & Quadrant Housing Trust 03 May 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. […]

London Borough of Harrow (202112709)

The complaint is about: The resident’s allegation that the landlord breached General Data Protection Regulations (GDPR). The landlord’s response to the resident’s complaint about the conduct of its staff member.

London Borough of Newham (202206186)

  REPORT COMPLAINT 202206186 Newham Council 02 May 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. This is […]

Magenta Living (202122836)

  REPORT COMPLAINT 202122836 Magenta Living 03 May 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. This […]

Notting Hill Genesis (NHG) (202200147)

The complaint is about the landlord’s response to the resident’s concerns about: The conduct of the landlord’s staff. Record keeping concerning a previous survey. The landlord's response to the reports of outstanding repairs to the kitchen and bathroom. Advice relating to the resident’s responsibility for repairs. The Ombudsman has also considered the landlord’s complaints handling.

One Housing Group (202219246)

The complaint is about: The landlord’s handling of leaks at the resident’s property. The landlord’s handling of the associated complaint.