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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Prima Housing Group Limited (202208297)

The resident has complained about: The landlord’s response to his concerns regarding the energy efficiency of his home. The landlord’s handling of communications in relation to his reports.

Westminster City Council (202105425)

The complaint is about: The landlord’s response to reports of inaccurate service charge bills relating to heating and hot water. The landlord’s complaint handling.

Harlow District Council (202121157)

The complaint is about the landlord’s handling of the resident’s request for it to replace a wall in her back garden, and her safety concerns surrounding this.

Platform Housing Group Limited (202116253)

The complaint is about the landlord’s handling of the resident’s concerns regarding grounds maintenance and his request for a refund of the grounds maintenance service charge.

The Riverside Group Limited (202118590)

The complaint is about: the level of service charges compared with other properties on the development. the landlord’s response to the resident’s concerns and queries in relation to service charges and the service provided.

Abri Group Limited (202109697)

The complaint is about: The landlord’s decision to decline the resident’s request to level their garden to make it more accessible. The landlord’s complaint handling.

City of York Council (202205506)

The complaint is about: The landlord's response to the resident's reports about ongoing noise nuisance. The landlord’s decision to not allow the resident to move until they have lived in their property for 12 months.

London & Quadrant Housing Trust (202015388)

The complaint is about: The landlord’s response to the resident’s reports of heating issues within his property and his concerns about increased energy costs. The landlord’s handling of the associated complaint.