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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London & Quadrant Housing Trust (L&Q) (202111543)

The complaint is about: the landlord’s handling of the resident’s concerns about an increase in service charges which he did not believe should apply. the landlord’s handling of the resident’s complaint.

Metropolitan Thames Valley Housing (MTV) (202212022)

The complaint is about: The landlord’s response to the resident and their power of attorney about its decision to implement a meal service. The landlord’s complaint handling, including its resolution of the complaint at each stage of its procedure.

Raven Housing Trust Limited (202200090)

The complaint is about: The landlord's administration of the service charge account. The level and reasonableness of service charges. The landlord's response to parking space issues.

Reading Borough Council (202104235)

The complaint concerns the landlord’s: Handling of reports of damp, mould, and condensation affecting the property. Complaint handling.

Six Town Housing Limited (202107717)

The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour. The landlord’s approach and subsequent decision to remove the resident’s CCTV. The Ombudsman has also assessed the landlord’s handling of the above complaints.

Southern Housing Group Limited (202120411)

The complaint is regarding the landlord’s handling of: The replacement of fire safety doors. The resident’s reports about the conduct of workmen. The resident’s formal complaint.