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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Livv Housing Group (202105994)

The complaint is about the landlord’s: response to the resident’s reports of smoke pollution caused by her neighbours and resulting request for repairs and improvements to her windows and household ventilation. handling of a mutual exchange application and request for transfer.

Westminster City Council (202106914)

The complaint is about the level of compensation offered and organisational learning demonstrated by the landlord following a report of a leak causing damp and mould.

Flagship Housing Group Limited (202102407)

REPORT COMPLAINT 202102407 Flagship Housing Group Limited 26 April 2022 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 […]

Network Homes Limited (202103084)

The complaint is about: The landlord’s handling of the resident’s reports of damp at her property. The landlord’s handling of repairs required to the drainage system.