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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Tuntum Housing Association Limited (202000313)

The resident complains about: The information provided by the landlord in response to her Right to Acquire application. The landlord’s communication in relation to a Voluntary Right to Buy scheme, specifically, the steps it took to make tenants aware of the scheme. How the landlord handled the complaint.

Westminster City Council (202000679)

The complaint is about: The landlord’s response to the complainant’s concerns about the administration of his father’s (the resident’s) rent account. The landlord’s refusal to provide a copy of the resident’s tenancy agreement to the complainant. The level of customer service received by the complainant.

Catalyst Housing Limited (201905894)

The complaint is about the landlord’s response to the resident’s reports of a Japanese Knotweed infestation in her garden. This includes her request for reimbursement for costs she states she incurred removing this.

Kingston upon Thames Council (201916059)

The complaint is about: The landlord’s handling of the resident’s reports of a faulty boiler and immersion heater. The landlord’s response to the resident's reports of damage.

London & Quadrant Housing Trust (202000464)

The complaint is about: the landlord’s handling of repairs to the communal areas of the building the property is situated in, specifically whether repairs were being carried out properly and/or were necessary; the level of service charge increases.