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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Wythenshawe Community Housing Group Limited (202012877)

The complaint is about the landlord’s handling of: The level and standard of cleaning services at the resident’s property, including his requests for information about this. The increase in and reasonableness of the service charges. The resident’s complaint.

Arhag Housing Association Limited (202101604)

This complaint is about the landlord’s handling and response to the resident’s reports of: repairs required to the communal lift; repairs required to the windows in the property; water penetration through the ceiling during rainfall; the landlord’s record keeping and the related complaint.

Camden Council (202017557)

The complaint concerns: The cost of the communal district heating renewal to leaseholders. The landlord’s response to concerns raised regarding the communal district heating renewal. The related complaint.

Hammersmith and Fulham Council (202117830)

The complaint is regarding: The landlord’s response to the resident’s reports of water ingress, damp, and mould in the property. Its handling of the associated formal complaint.

Hyde Housing Association Limited (202106742)

The resident has complained about the landlord’s: Handling of noise nuisance from a flat on the floor above. Communication with the resident in relation to the issue. Handling of the associated formal complaint.

Lambeth Council (201804647)

This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s disrepair concerns, including: a roof leak, damp and mould; The landlord’s complaint handling; The landlord’s record keeping.