Thank you for your continued patience while we investigate the third-party IT security incident that has impacted our case management system.

As we set out in earlier communications, the incident has been contained, and we are working with the external supplier of our case management system to investigate.

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’re working to handle enquiries and cases where this is possible, notifying any customers and landlords where this is not possible

We’re working to restore our services as quickly as possible and will share updates when we can.

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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Southern Housing (202453288)

The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property and the associated repairs. Request for a management move.

The Guinness Partnership Limited (202340094)

The complaint is about the landlord’s handling of: the condition of the resident’s property on let and the handling of the linked repairs the resident’s report of a dog attack

Torus62 Limited (202417468)

The complaint is about the landlord’s handling of: damp and mould repairs while the resident was decanted the resident’s reports the kitchen was fitted without a sufficient gap for his fridge freezer the resident’s request for more electrical sockets in the living room the resident’s request to replace or compensate him for damage caused to mattresses while in the decant property

Vivid Housing Limited (202400024)

REPORT COMPLAINT 202400024 Vivid Housing Limited 12 September 2025 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 is […]

bpha Limited (202417102)

The complaint is about the landlord’s handling of a repair to the patio door of the resident’s home. We have also looked at the landlord’s handling of the resident’s complaint.

Eastlight Community Homes Limited (202232142)

This complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in his property. Reports of damage to his personal belongings. Request for rehousing.