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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East Midlands Housing Group Limited (202201886)

The complaint is about the landlord’s handling of: The resident’s requests for it to replace her flooring, and the quality of its associated works and communication. The associated complaint.

Platform Housing Group Limited (202117760)

The complaint is about the landlord’s handling of: The resident’s request for service charge information. The resident’s reports that they had been overcharged. The resident’s concerns about whether the lease allows the landlord to charge an administration fee.

Westminster City Council (202205529)

The complaint is about the landlord’s response to the resident’s reports of outstanding hot water pressure issues, radiator and balcony repairs, and the compensation it offered him for this.

Orbit Housing Association Limited (202103215)

The complaint is about: The landlord’s handling of damage caused by a leak from the property above; The landlord’s handling of repairs needed to windows; and The landlord’s handling of the formal complaint.

Stroud District Council (202115464)

This complaint is about the resident’s reports of the landlord’s handling of: Replacement of the shed roof. The resident’s roof and chimney repair. The resident’s concerns regarding the conduct of an operative.

Newham Council (202120548)

The complaint is about the landlord’s: Response to the resident’s reports of damp and mould at her property. Handling of the resident’s subsequent complaint.

Royal Borough of Kensington and Chelsea (202200791)

The complaint is about the landlord’s handling of: The resident’s reports of a water leak at his property. The resident's temporary decant. The resident’s complaint, including his claim for compensation.

Birmingham City Council (202121986)

                                          REPORT COMPLAINT 202121986   Birmingham City Council 6 June 2023   Our approach   […]