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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Peabody Trust (201909073)

This complaint is about the landlord’s response to the resident’s concerns about how it dealt with an infestation at his building following the discovery of a decomposing body in a neighbour’s flat.

Sanctuary Housing Association (202003924)

The complaint is about the landlord’s response to the resident's report of being stuck in the lift at her property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

Sandwell Metropolitan Borough Council (202007918)

REPORT COMPLAINT 202007918 Sandwell Metropolitan Borough Council 26 February 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 […]

Southwark Council (201913530)

The complaint is about the landlord’s handling of the resident’s requests for repairs to a wall in her garden.

Southwark Council (201915518)

The complaint is about the landlord’s response to: reports of a loss of heating and hot water the alleged conduct of an operative  repeated reports of a blocked and leaking toilet the associated formal complaint.

Stafford & Rural Homes (201914039)

The Complaint is about the landlord’s response to residents’ reports about: The level of compensation provided for acknowledged repairs failures at the property. Inappropriate conduct and attending the property without notice. Complaints handling.

Waltham Forest Council (202009252)

The complaint is about the landlord’s handling of a request for information about tenancy succession and its subsequent handling of the complaint.

Wandsworth Council (202006579)

The complaint concerns the Council’s response to the resident’s request that it include a performance bond for tendered contracts.

Westminster City Council (202004695)

The complaint is about the landlord’s response to the resident’s request to have the remaining windows at the property replaced with double glazing.