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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Optivo (202009015)

The complaint is about the landlord’s: Handling of repairs to the resident’s former property. Response to the resident’s request for a property transfer.

York Housing Association Limited (202002635)

This complaint is about the landlord’s handling of: the resident’s reports that the property had not met lettable standards; the resident’s reports of repairs needed to her property; kitchen upgrade works; the resident’s requests for it to consider her circumstances and offer appropriate support.

Birmingham City Council (202002975)

The complaint is about the landlord’s response to the resident’s request for it to redecorate, following damage caused by a leak from the roof.

Exeter City Council (202008830)

The complaint is about: the advice given to the resident concerning the Home Choice Scheme. how the landlord handled the resident’s reports of ASB including how staff communicated with her.

MHS Homes Ltd (202002094)

The complaint is about the landlord’s response to the resident’s reports of rodents in her property.

Midland Heart Limited (202013847)

REPORT COMPLAINT 202013847 Midland Heart Limited 10 June 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 […]

Clarion Housing Association Limited (202015048)

The complaint refers to: The landlord’s handling of the major adaptations to the resident’s property. The resident’s concerns about delays caused by the local authority and its appointed contractor in completing the adaptations.