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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Tower Hamlets Council (202100772)

The complaint is about the landlord’s response to the resident about: The decision to replace the flue system on the communal boiler system instead of installing individual boilers. The handling of the Section 20 consultation process.

Waltham Forest Council (202010446)

The complaint is about: The landlord’s decision to force entry for a gas safety inspection at the resident’s property. The landlord’s handling of the resident’s reports of a gas leak.

Estuary Housing Association Limited (202102612)

The complaint is about the landlord’s response to the resident’s request: for soundproofing insulation at the property. to be transferred to an alternative property under a management move. The resident has also complained about the measures used by the landlord to tackle antisocial behaviour (ASB), specifically threats and intimidation.

One Manchester Limited (202105048)

The complaint is about the landlord’s response to the resident’s concerns regarding: delays to his property transfer; the condition of his new property; delays to repair works to rubber seals on the door at his new property.

Onward Homes Limited (202107041)

The complaint is about the landlord’s response to the resident’s report of damp and mould in the property and its handling of the repairs required.

Sanctuary Housing Association (202015737)

REPORT COMPLAINT 202015737 Sanctuary Housing Association 21 February 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 is […]