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 (201916023)

The complaint is about the landlord’s: Response to a leak at the resident’s property. Handling of remedial works following the leak. The Ombudsman has also investigated: the landlord’s complaint handling. the landlord’s record keeping.

Hammersmith and Fulham Council (202011986)

The complaint is about the length of time taken by the landlord to complete restorative repairs at the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

Network Homes Limited (202106191)

The complaint is about the landlord’s handling of a back surge of communal drain water into the property and its subsequent response to the complaint and compensation offer.

Accent Housing Limited (202006312)

The complaint is about: The landlord’s response to the resident’s allegations of non-compliance with policies set out by the Department for Levelling Up, Housing and Communities (DLUHC) and the Regulator of Social Housing (RSH), as well as guidance from HouseMark. The process by which the landlord calculated its service charge and its suggestion that the service charge costs are fixed.  The alleged introduction of new services without proper tenant consultation. The landlord’s decision to charge residents for the maintenance of communal lights. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.