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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Metropolitan Thames Valley Housing (202126055)

The complaint is about the landlord’s handling of: The resident’s report of damage, damp and mould to the internal decoration of her property from an external rain water pipe. The associated complaint.

The Riverside Group Limited (202121870)

The complaint is about the landlord’s handling of the consultation process with residents, prior to the 2021 partnership between the landlord and another housing association. The Service has also considered any associated complaint handling.

Leeds City Council (202204111)

The complaint is about the landlord’s handling of the resident’s reports of noise disturbance from repair works to a neighbouring property.

Peabody Trust (202104086)

The complaint is about the landlord’s handling of the resident’s dissatisfaction with the time taken to address structural cracks to her property.

Sadeh Lok Limited (202113975)

The complaint is about the landlord’s handling of TV aerial repairs. The Ombudsman has also considered the landlord’s:  complaint handling. record keeping.

Sanctuary Housing Association (202109342)

The complaint is about: The landlord’s management of the resident’s rent account and her dissatisfaction with the credit reimbursed by the landlord. The landlord’s handling of the complaint.