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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Gentoo Group Limited (202006624)

The complaint is about the landlord’s offer of compensation in relation to the resident’s reports of: a gas leak at the property; its failure to carry out repairs effectively; and contact by a particular member of staff after it had been agreed that they would not have any contact with the resident. The resident is supported in her complaint by her brother-in law. At times, both the resident and her brother-in-law have either met with or corresponded with the landlord. In the interests of clarity and brevity, both the complainant and her brother-in-law are referred to as the ‘the resident’ in this report.

Leeds City Council (202007155)

The complaint concerns the landlord’s decision to not reimburse the resident for the costs incurred when carrying out improvement works to the property.

Southwark Council (202004554)

The complaint is about the landlord’s handling of: The resident’s reports of leaks from the water tanks and the damage caused to the building façade. The complaint.

Southwark Council (202005132)

The complaint is about the landlord’s response to the resident’s request to have a television aerial socket installed in her property.

Waltham Forest Council (202005257)

REPORT COMPLAINT 202005257 Waltham Forest Council 22 March 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 […]

Incommunities Limited (202011217)

The complaint is about the landlord’s handling of the resident’s request to have mixer taps fitted to her kitchen and bathroom sinks.