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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Harrow Churches Housing Association (202014585)

The complaint is regarding: The landlord’s response to the resident’s reports that a member of staff had taken over £3000 from her bank account without her consent.  The landlord’s administration of the resident’s rent account, its decision to issue a Notice of Seeking Possession (NOSP) and its handling of that process. Staff conduct when dealing with disputed rent arrears. The landlord’s handling of the resident’s complaint.

Northumberland Council (202116250)

The resident’s complaint is about the landlord’s decision to install a hard standing area for parking alongside a neighbouring property.

Optivo (202105816)

The complaint is about the landlord’s response to the resident’s reports of water ingress and damp at her property

Newham Council (202107750)

The complaint is about the landlord’s handling of: The resident’s personal information A leak into the resident’s kitchen and his request for compensation for the damage caused The associated formal complaint.

Peabody Trust (202113952)

The complaint is about the landlord’s handling of the resident’s reports about noise nuisance from her neighbours.