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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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.

Places for People Group Limited (202202414)

The complaint is about: The landlord's response to concerns raised about its attitude and approach towards the resident. The landlord’s response to the resident’s installation of CCTV. The landlord’s complaints handling.

Southern Housing Group Limited (202206524)

The complaint is about the landlord’s response to the resident’s reports of hot water loss. The Ombudsman has also considered the landlord’s complaint handling.

Southwark Council (202117882)

The complaint is about the landlord's response to the resident's reports about the CCTV his neighbour installed in the communal area.

Thames Valley Housing Association Limited (202115633)

The resident complains about the landlords handling of: Repairs to the communal door. The cleaning of the communal areas of the building. Non resident’s use of car parking at the property. The landlord’s handling of the complaint.