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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Vivid Housing Limited (202100151)

REPORT COMPLAINT 202100151 Vivid Housing Limited 10 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 is […]

London & Quadrant Housing Trust (202014974)

The complaint is about: The landlord’s handling of the resident’s application for re-housing. The landlord’s associated complaint handling. The landlord changing its housing allocation policy.

Ocean Housing Limited (202015720)

The complaint is regarding the landlord’s: Handling of repairs to the resident’s loft and chimney. Response to the resident’s concerns about the works it carried out, in relation to asbestos and building and safety regulation. Response to the resident’s concerns over damage caused to her personal belongings. Handling of the resident’s complaint and its complaint procedures.

Sanctuary Housing Association (202016572)

The complaint concerns how the landlord dealt with the resident’s reports of antisocial behaviour (ASB) and noise nuisance: Prior to December 2019. From December 2019 onwards.

Clarion Housing Association Limited (202108504)

The complaint is about the landlord's response to the resident’s concerns regarding the condition of the property’s back door and the landlord’s handling of the associated formal complaint.

London & Quadrant Housing Trust (202104391)

REPORT COMPLAINT 202104391 London & Quadrant Housing Trust 8 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 […]