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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Home Group Limited (202001298)

The complaint is about the landlord’s handling of the resident’s reports about the standard of grounds maintenance being provided.

One Housing Group (201911422)

The complaint is about: the landlord’s handling of the resident’s request for a summary of the costs incurred in relation to the service charges for the period 2018 to 2019. the landlord’s complaint handling.

Places for People Group Limited (201902700)

The complaint is about: the landlord’s response to the resident’s reports of communal repairs and her concerns about the standard of grounds maintenance; and the landlord’s provision of information relating to the service charge; and the landlord’s handling of the payment of compensation in respect of failures acknowledged during the complaints process.

Hounslow Council (202001016)

        REPORT COMPLAINT 202001016 Hounslow Council 5 January 2021 Our approach   1.     The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]

Midland Heart Limited (202003561)

The complaint concerns the amount of compensation offered by the Landlord to the Resident for the distress and inconvenience caused by the lack of a reliable hot water supply for the period of 96 days.

London Borough of Hillingdon (202000105)

The complaint is about the landlord’s response to the resident’s reports regarding: multiple instances of water ingress at his property between August and December 2019; and the identity of the person occupying the residence above him.