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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Midland Heart Limited (202202815)

The complaint is about: the landlord’s handling of the resident’s reports of noise nuisance.  the landlords handling of the associated complaint.

Midland Heart Limited (202204167)

This complaint is about the way the landlord handled the resident’s reports of drug- and tobacco-related antisocial behaviour and harassment.

Newlon Housing Trust (202107310)

The complaint is about: The landlord’s response to the resident’s request for an EWS1 form. The landlord’s communication regarding the cladding. The landlord’s complaints handling.

Notting Hill Genesis (NHG) (202206376)

This complaint is about the landlord’s refusal to address the resident’s concerns regarding alternative access arrangements for disabled persons when the lift is out of order.

Onward Homes Limited (202121697)

The complaint is about: The landlord’s handling of a recurring leak into the property. The landlord’s handling of issues with damp and mould. The Ombudsman has also assessed the landlord’s complaint handling.

Onward Homes Limited (202124411)

The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property; The landlord’s response to the resident’s request for reasonable adjustments due to his medical conditions; The landlord’s handling of the resident’s rent arrears; and The landlord’s decision to rescind the property offer.

Onward Homes Limited (202204981)

The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) from neighbours. The landlord’s complaint handling.

Peabody Trust (202112245)

The complaint is about: The landlord’s handling of the repairs to the property. The landlord’s handling of the complaint and the level of compensation offered.