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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Southern Housing Group Limited (202206100)

The complaint is about: The landlord’s handling of the resident’s reports of no heating and hot water in the property. The landlord’s handling of the associated complaint.

Sovereign Housing Association Limited (202207363)

The complaint is about the landlord’s handling of: Toilet repairs and the bathroom adaptation. The resident’s reports of issues with the repair contractor’s conduct. The associated complaint. A reported data breach due to the resident’s personal information being shared with the local authority.

Tower Hamlets Homes (202209156)

The complaint is about: The landlord’s handling of repairs to the kitchen patio doors. The landlord’s handling of repairs to the front and back windows.

Hammersmith and Fulham Council (202101425)

The complaint concerns the landlord’s response to: ASB reports and the request for hotel costs. Concerns regarding the level of support provided. Reports of damage to the bedroom and kitchen ceilings due to a leak. The related complaint.

London Borough of Ealing (202004589)

REPORT COMPLAINT 202004589 Ealing Council 11 January 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. This is set […]

Notting Hill Genesis (NHG) (202114679)

The resident has complained about: the length of time scaffolding was in place at her property; the landlord’s communication with her regarding cyclical maintenance work; and the landlord’s handling of the complaint.

Optivo (202113230)

The complaint is about: The landlord’s response to the resident’s report of a roof leak. The landlord’s complaint handling.

Haringey London Borough Council (202202708)

The complaint is about the landlord’s: response to the complainant’s concerns regarding fire safety works at her property and communal building; complaints handling.