Our new statutory Complaint Handling Code comes into effect from 1 April 2024 - find out more.


All our decisions are published here as part of our commitment to being open and transparent. The decisions are anonymised so residents’ names are not used, but landlords are named. The decisions date from December 2020 and are published three months after the final decision date. In some cases we may decide not to publish a decision if it is not in the resident’s or landlord’s interest or the resident’s anonymity may be compromised. You can read more in our guidance on decisions.



Clear Dates

Landlord type

Complaint Category





London Borough of Croydon (202008020)

The complaint is about the landlord’s response to the resident’s reports about how it handled her rent and council tax accounts, following a decant from her permanent property.

Notting Hill Genesis (202106285)

REPORT COMPLAINT 202106285 Notting Hill Genesis 26 October 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 is […]

Southwark Council (202109562)

The complaint is about: the landlord’s handling of the resident’s reports about the landlord’s staff. the landlord’s handling of the resident’s complaint.

Clarion Housing Association Limited (202105772)

The complaint is about the landlord’s handling of: The resident’s request for her laminate and vinyl flooring to be replaced. The resident’s report of no heating and hot water following a leak in her property. The reports of damp and mould in her property following the leak, and damage to her front door. The associated complaint.

Croydon Council (202005370)

The complaint is about the landlord's handling of: the resident’s reports of Anti-Social Behaviour (ASB); and the resident’s housing arrangements. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

Notting Hill Genesis (202007417)

The complaint is about: The sale of the resident’s property and the landlord’s decision not to provide the resident with an outside tap. The landlord’s handling of the resident's complaint and its adherence to the standards set out in its Service Level Agreement (SLA). The landlord’s handling of the resident's defective floorboards.