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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Sanctuary Housing Association (202007710)

The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour. The landlord’s handling of the associated formal complaint.

Lambeth Council (201910354)

The complaint is about the landlord’s: response to the resident’s concerns about plans for electrical works at her property; response to the resident’s reports about anti-social behaviour (ASB) from her neighbour, including: noise nuisance; cigarette smoke entering her property; response to the resident’s reports about the conduct of its contractor’s staff; response to the resident’s request for compensation following missed appointments; response to the resident’s reports about multiple repair works at her property, including: maintenance works to her neighbour’s tree; repairs to her skylight window; repairs to damp on her wall and windowsills; repairs to her rear windows; refurbishment of her kitchen; and complaints handling.

MHS Homes Ltd (201904750)

The complaint is regarding the landlord’s handling of: The resident’s reports of Anti-Social Behaviour and harassment from a neighbour.

Hackney Council (202005077)

The resident complained about the landlord’s handling of repairs to the heating and hot water in the property.

Hammersmith and Fulham Council (201904615)

The complaint concerns: The landlord’s handling of the resident’s reports of a leak into his property. The landlord’s decision not to investigate this complaint at stage two.

Kingston upon Hull City Council (202005965)

The complaint is about the landlord’s response to: the resident’s reports of damp and mould between 2015 and June 2019 the resident’s reports of damp and mould from June 2019.