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.

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Wandle Housing Association Limited (202125872)

The resident complains about how the landlord handled repairs at the property. The repairs include: Damp and mould. Repairs to the front door. Repairs to the ventilation system. Repairs to the heating system. Windows repairs. Electrical repairs. 

Wandsworth Council (202122729)

The complaint is about the landlord’s handling of the resident’s reports of noise disturbance from Flat A. The landlord’s response to the related complaint

Westminster City Council (202125028)

The complaint is about the: Level of the service charge for a repair to a railing. Landlord’s compliance with the section 20 process. Landlord’s compliance with the terms of sale.

Westminster City Council (202212282)

This complaint is about: The compensation provided by the landlord to the resident following repeated heating and hot water repairs. The landlord’s handling of the resident’s complaint.

Bristol City Council (202211056)

The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) perpetrated by her neighbour.

Bromsgrove District Housing Trust Limited (202127870)

The complaint is about the landlord’s: handling of reports of historic damp and mould issues in the resident’s bathroom; handling of the resident’s request to be compensated for the cost of replacing their bathroom; communication regarding who is responsible for future repairs to the bathroom.

Clarion Housing Association Limited (202013081)

This complaint is about the landlord’s: Response to various issues including: leaks, damp, asbestos and a defective boiler; Handling of the resident’s vulnerabilities, health and welfare concerns; Complaint handling;

Derby Homes Limited (202119615)

The complaint is about the landlord’s handling of the resident’s reports that the property did not meet lettable standards at sign up.