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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London & Quadrant Housing Trust (202009794)

The complaint is about the landlord’s handling of the resident’s reports of outstanding works to secure her front door, and the length of time that it took to respond to this.

Sanctuary Housing Association (202101495)

The complaint is regarding the landlord’s response to the resident’s reports of anti-social behaviour (ASB). This Service has also made a finding in relation to the landlord’s complaint handling.

Sanctuary Housing Association (202112724)

REPORT COMPLAINT 202112724 Sanctuary Housing Association 26 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 […]

Wandle Housing Association Limited (202004197)

The complaint is about the landlord’s Response to the resident’s request for compensation for damaged possessions following a leak at the property. Response to the resident’s reports of her neighbour leaving items in the communal hallway of the building. Administration of the resident’s rent account, specifically that a £50 payment went missing. Complaints handling.

Clarion Housing Association Limited (202101610)

The complaint is about the landlord’s response to the resident’s reports that two of her bicycles had been stolen from a communal bicycle shed. The complaint is also about the landlord’s response to the resident’s reports regarding: ongoing antisocial behaviour (ASB) in the communal areas at the estate; a flood at her property; grounds maintenance at the estate; her request for a management move. The complaint also includes the landlord’s complaints handling.

Guinness Housing Association Limited (202011734)

The complaint is about: The landlord’s response to the resident’s request for repairs to be carried out to the gas supply pipe serving her property. The landlord’s handling of the associated complaint.

Havering Council (201909000)

The complaint is about the landlord’s response to the resident about: Repairs reports for a communal kitchen stack pipe in 2019. Reimbursement for repairs to a communal bathroom stack pipe in 2020.