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 (202209911)

The complaint concerns the landlord’s handling of reports of water ingress into the resident’s property and the level of compensation it offered. The Ombudsman has also considered the landlord’s complaint handling.

Yorkshire Housing Limited (202114590)

  REPORT COMPLAINT 202114590 Yorkshire Housing Limited 1 March 2023   Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]

Ashford Borough Council (202106882)

The resident’s complaint is about the landlord’s handling of the kitchen replacement. This includes the following concerns: Disrespect shown to him and his home. The time it took for the works to be completed. The lack of communication about the programme of works, and the method and way the works were undertaken. Loss of food in freezer and the smell of rotten food. Stress and illness caused. The resident also complained about damage to his carpets during the works.

Aster Group Limited (201915243)

The complaint is about the landlord’s handling of the resident’s reports about: the signup process. the condition of the flooring at the start of the tenancy. the heating. the door entry system. electrics comprising the oven and hob, external lights, and extractor fans. The Ombudsman has also considered the landlord’s complaint handling.