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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Midland Heart Limited (202015312)

The complaint is about the landlord’s handling of boiler repairs in the resident’s property since May 2020 and his request for compensation.

Barking and Dagenham Council (202112565)

This complaint is about the landlord’s: Handling of the resident’s application for a landlord licence; Response to the resident’s concerns about its administration of a major works notification and service charges; complaint handling.

Kingston upon Thames Council (202116744)

This complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour (ASB) from several neighbouring properties; The landlord’s complaint handling.

Notting Hill Genesis (202117181)

The complaint is about the landlord’s handling of: The resident’s reports of issues with the heating and hot water. The associated complaint handling.

Onward Homes Limited (202120506)

The complaint is about the landlord’s handling of: The resident’s reports of a faulty washing machine, and request for a smart meter. The associated formal complaint.