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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Catalyst Housing Limited (202010183)

The complaint is about the landlord’s response to the resident’s reports of a leak from a neighbouring property and compensation for damaged goods and decorations.

East Devon District Council (202100382)

This complaint is about the landlord’s handling of external repairs to the resident’s property, including: External painting, rendering and facias. Low water pressure and concerns about a leak under the property. Soakaway.

Grainger Trust (202111324)

The complaint is about: The standard of the landlord’s repairs and redecorating work following a leak into the resident’s property. The landlord’s handling of and response to the resident’s reports that his property’s toilet does not flush and drain properly.

Hackney Council (202013813)

The complaint is about the landlord’s response to the resident’s reports about: damp and mould in June 2019. damp and mould from October 2020. a bedroom being uninhabitable and his daughter sleeping in the front room.

Hammersmith and Fulham Council (202114536)

The complaint is about: The landlord’s response to repairs to the windows – specifically the quality of works and delays experienced and request for compensation. The landlord's handling of the resident’s reports of leaks through the boiler flue which resulted in an intermittent lack of hot water and heating. The landlord’s complaints handling.

Kirklees Council (202009737)

The complaint is about the landlord’s response to the resident’s reports about noise disturbance from a neighbour. The landlord’s complaints handling has also been investigated.

Leeds City Council (202014700)

REPORT COMPLAINT 202014700 Leeds City Council 31 January 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 […]

Lodge Lane East Co-operative Housing Limited (202017618)

REPORT COMPLAINT 202017618 Lodge Lane East Co-operative Housing Limited 7 June 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 […]

London Borough of Hounslow (202007782)

The complaint concerns: The landlord's handling of the resident’s requests to resolve a leak from a neighbouring property. The landlord’s response to the resident’s compensation request.

Magenta Living (202102090)

REPORT COMPLAINT 202102090 Magenta Living 31 January 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 set […]