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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Newlon Housing Trust (202000770)

The complaint is about: The landlord’s handling of the resident’s reports of noise disturbance from the property above. The landlord’s complaints handling.

Onward Homes Limited (201909166)

The complaint refers to: The landlord’s handling of the resident’s reports of a lack of hot water in his property and the compensation offered. The resident’s concern regarding the landlord’s comments about his behaviour and issues accessing the property to carry out repairs. The landlord’s handling of the associated complaint.

Watford Community Housing Trust (202103329)

REPORT COMPLAINT 202103329 Watford Community Housing Trust 24 November 2021 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 […]

Croydon Council (202004277)

This complaint is about the landlord’s handling of mutual exchange applications made by the resident. In particular, the resident states: The landlord discriminated against her under the terms of the Equality Act 2010. The landlord was not permitted to decline the mutual exchange at the time it did and for the reasons it did.

Islington Council (202017231)

The complaint is about the level of redress offered to the resident following her reports of a defective heating and hot water system.