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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A2Dominion Housing Group Limited (202001273)

The complaint is about the landlord’s response to the resident’s complaint about: Its handling of the resident’s decant. The quality of works undertaken in her home and damage to her belongings.

Brent Council (201811888)

The complaint is about the landlord’s handling of the resident’s reports and complaints about costs and charges she incurred from her property’s communal lighting.

Cambridge City Council (202010811)

The complaint is about the landlord’s handling of: repairs at the resident’s property. the resident’s request for an adaptation to the bath. the resident’s reports of a rat infestation in his loft; and the resident’s concerns of potential asbestos in the property.

Guinness Housing Association Limited (202103874)

REPORT COMPLAINT 202103874 Guinness Housing Association Limited 19 August 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 […]

Hammersmith and Fulham Council (202007623)

REPORT COMPLAINT 202007623 Hammersmith and Fulham Council 19 August 2021 Our approach Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that […]

Lambeth Council (202104328)

The complaint is about: The landlord’s communication to the resident about the annual gas safety check at her property. The landlord’s handling of the associated complaint.

Onward Homes Limited (202105328)

The complaint is about the: Landlord’s handling of repairs to the resident’s kitchen. Information provided to the resident about when her kitchen would be refurbished.

Southern Housing Group Limited (201916044)

The resident has complained about: The quality of the services provided through the service charges at their sheltered housing scheme. The amount charged by the landlord in the service charges.