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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Newlon Housing Trust (202009745)

The complaint is about: the landlord not communicating the outcome of a survey at the property to the resident and its handling of repairs, remedial works and communal issues. the landlord’s complaint handling.

Westminster City Council (201904113)

The complaint is about: The reasonableness of the service charges for the major works. The number of Section 20 notices issued by the landlord in respect of the major works. The landlord’s response to the leaseholder’s concerns that it instructed a bailiff to attend the property. The landlord’s complaint handling.

Croydon Council (202004576)

The complaint is about the landlord’s response to: allegations made about the resident by his neighbours and the landlord’s staff; the resident’s reports of harassment and discrimination by its staff.

Tower Hamlets Homes (202004413)

The complaint is about the landlord’s handling of an annual gas safety check at the resident’s property, in particular: the issuing of a final warning letter; a missed appointment; the landlord’s communication with the resident.

Orbit Group Limited (201912974)

REPORT COMPLAINT 201912974 Orbit Group Limited   1 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 […]