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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Peabody Trust (202112807)

The complaint concerns how the landlord handled: Noise nuisance from a scrapyard near the property. The sale of the property to the resident. The associated formal complaint into these matters.

Stoke-on-Trent City Council (202113456)

The complaint is about the landlord’s response to: The resident’s reports of water ingress. The resident’s reports concerning the lift shaft, broken Perspex, trees outside the property and damp and mould. The associated complaint.  

Trafford Housing Trust Limited (202100386)

This complaint is about: The length of time the resident had to wait to move into the property. The landlord’s response to the resident’s requests for reasonable adjustments whilst waiting for Disabled Facilities Grant (DFG) funded adaptations to be carried out by the Council. The landlord’s response to the resident’s reports of repairs to her property, including: Reports of drainage issues in the property. Concerns about asbestos in the property. Repairs to outhouse. The upstairs toilet not flushing properly. Repairs to her bath. Reports about contractors leaving rubbish in her loft. Concerns about gas safety. Report that a contractor attended her property without a pre-arranged appointment.

Wandle Housing Association Limited (202115426)

The complaint is about the landlord’s handling of the resident’s reports of: The level of compensation following leaks and associated damage from a boiler repairs. Complaint handling through its internal complaints process.