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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Sanctuary Affordable Housing Limited (202006518)

The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the concerns raised by the resident about subletting. Decision to issue the resident with an acceptable behaviour contract. Response to the resident’s concerns about the number of visitors to the upstairs flat. Response to the resident’s concerns raised about the communal garden. Response to the resident’s concerns about the post being left in the communal area of the building. Complaint handling.

Sanctuary Housing Association (202012638)

The complaint is about the landlord’s handling of the resident's reports of defects at his new build property.  The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

Southwark Council (202003038)

The resident complains about: damage to the property caused by work in 2017. the landlord’s movement of funds on his service charge accounts. the landlord’s handling of his concerns that an invoice was issued in error.

Westminster City Council (202106311)

The complaint is about the landlord’s handling of repairs to a fire door in the basement of the resident’s building, and the level of compensation offered by it to him for delaying this.

London & Quadrant Housing Trust (202003307)

The complaint is about the landlord’s response to the resident’s: request to succeed her late father’s tenancy. concerns about the condition of her late father’s property. concerns about repairs at her property including damp and mould.