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

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Landlord Name

Landlord type

Complaint Category

Outcome

Tenure

Orders

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Sanctuary Housing Association (202003722)

This complaint is about the landlord’s handling of: reports made by the resident prior to 2018 of cracks to her bedroom and living room walls and ceilings; the resident’s more recent reports of cracks to her bedroom and living room walls and ceilings; the resident’s requests for it to remove washing lines and bulky items from communal areas; the resident’s questions about electrical works.

WATMOS Community Homes (202125332)

The complaint is about the resident’s liability to pay for the cost of electricity used by the landlord when repairing empty properties.

ForHousing Limited (202111500)

The complaint is about the landlord’s handling of works to replace external doors and to remedy damp and mould in the resident’s property.

Karbon Homes Limited (202100441)

The complaint is about: The landlord’s handling of the resident’s request to investigate issues of noise transference at the property.  The landlord’s associated complaint handling.