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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Slough Borough Council (202014280)

The complaint concerns: the landlord’s response to reports of a water leak from the overflow pipe. The landlord’s complaint handling.

St Basil’s (202009400)

This complaint is about the level of redress the landlord offered following the resident’s complaint that it granted unauthorised access to his flat.

Stockport Homes Limited (202000437)

The resident complains about: The landlord’s response to his report of repairs needed at the property which he considers should have been identified by the landlord’s mutual exchange inspection. How the landlord handled the formal complaint.

Thanet District Council (202104827)

The complaint is about the landlord’s handling of the applicants’ request for rent arrears from 2006 to be written off by the landlord.

Walsall Housing Group Limited (202009396)

The complaint is about the landlord’s handling of the resident’s request for rehousing, property adaptations and support for medical needs. This Service has also assessed the landlord’s complaint handling.

Whitefriars Housing Group Limited (201910096)

REPORT COMPLAINT 201910096 Whitefriars Housing Group Limited 30 September 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 […]

Arun District Council (202012616)

The complaint is about: The landlord's response to a report of flooding in the property following a burst bathroom pipe and the amount of compensation offered. The landlord’s complaints handling. A representative has been acting on the resident’s behalf when dealing with this Service and the landlord.  For the sake of simplicity, this report shall refer solely to the resident.

Chelmer Housing Partnership Limited (202001978)

REPORT COMPLAINT 202001978 Chelmer Housing Partnership Limited 29 September 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 […]