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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Tower Hamlets Homes (202209869)

The complaint is about the landlord’s handling of repairs to the building following the resident’s reports of blocked guttering and water leaking into his property.

West Kent Housing Association (202127861)

The complaint is about the landlord’s handling of asbestos in the resident’s property, including:                             The information provided at tenancy sign up; and The removal of asbestos from the property.

Birmingham City Council (202208106)

The complaint is about the landlord’s response to the resident’s reports of leaks to his property. The Ombudsman has also investigated the landlord’s handling of the associated formal complaint.

GreenSquareAccord Limited (202113283)

The complaint is about the landlord’s: Handling of the resident’s reports of defects and repairs. Handling of her requests for adaptations. Complaint handling. Record keeping.

Islington Council (202121287)

The complaint is about the landlord’s handling of: the resident’s reports concerning repair issues related to damp and mould including the condition of the property. the refurbishment of the kitchen. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

Leeds City Council (202211061)

The complaint is about the landlord’s response in relation to the resident’s concerns about: a missed appointment; information regarding a kitchen replacement.

Newcastle City Council (202128122)

The complaint is about the landlord’s response to the resident’s complaint about pests, damp, subsidence and noise in her former property.