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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Peabody Trust (202101617)

This complaint is about the landlord’s response to: The resident’s concerns about the condition of the property when let. The resident’s request for an eye level oven in her kitchen.

Peabody Trust (202210669)

This complaint is about the landlord's response to the resident’s reports of a gas leak, and her concerns about its cause.

Royal Borough of Kensington and Chelsea (202116667)

The complaint is about: The landlord’s response to the resident’s reports of damage to his mirror. The landlord’s response to the resident’s requests for storage whilst external works were carried out to the building. The landlord’s management of external works to the building.

Southwark Council (202200714)

The complaint is about: The landlord’s response to reports of leaks into the property. The landlord’s handling of the associated complaint.

Southwark Council (202204516)

The complaint is about the landlord’s handling of heating issues within the resident’s property, and the subsequent compensation offered.

Tower Hamlets Homes (202121277)

The complaint is about the landlord’s response to the resident’s: Reports of damp and mould in the property. The related complaint.

Tower Hamlets Homes (202126064)

The complaint is about the landlord’s handling of: The resident’s reports of a neighbour’s CCTV installation. The residents reports of ASB by a neighbour. The Complaint handling.