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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LiveWest Homes Limited (202325385)

The complaint is about the landlord’s response to the resident’s concerns about: The air source heat pump (ASHP). The garden. We have also assessed the landlord’s complaint handling.

London & Quadrant Housing Trust (202201125)

The complaint is about the landlord’s handling of: A leak and the subsequent moves to temporary accommodation. The resident’s complaint. The Ombudsman will also investigate the landlord’s record keeping.

London Borough of Hounslow (202433962)

The complaint is about the landlord’s handling of major adaptation works to the property. We have also investigated the landlord’s complaint handling.

Thrive Homes Limited (202127733)

The complaint is about the landlord’s response to the resident’s reports of: Antisocial behaviour (ASB). Leaks from the flat above. We have also considered the landlord’s complaint handling.

London Borough of Ealing (202430100)

The complaint is about the landlord’s handling of a roof leak, which caused damp and mould. The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.