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.



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Stafford & Rural Homes (202009884)

The complaint concerns the landlord’s response to reports of repairs required at the property and a bedbug infestation. The complaint is also about the landlord’s complaint handling.

Elim Housing Association Limited (201809906)

This complaint is about: a. the level of the landlord’s service charges for items such as building and grounds maintenance; b. allegations of discriminatory practice on the part of the landlord; c. the landlord’s response to the resident’s reports about: service charges discrimination noise disturbance;

Havering Council (202101048)

The complaint is about: The landlord’s response to the resident’s reports of damp and mould in his property. The landlord’s response to the resident’s concerns about redecoration and refurbishment works in communal areas of his building. The landlord’s handling of the associated complaint.

Home Group Limited (202012233)

REPORT COMPLAINT 202012233 Home Group Limited 20 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 […]

Leeds City Council (202008675)

The complaint is about the landlord’s: Assessment of the resident’s priority for rehousing. Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s reports about a leak, damp and mould at the property.