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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Moat Homes Limited (202450882)

The complaint is about the landlord’s: Handling of a request for a disabled parking bay. Handling of antisocial behaviour (ASB) reports including staff conduct and discrimination. Complaint handling.

Newcastle City Council (202427543)

The complaint is about the landlord’s response to the resident’s complaint about her move, repairs at the new property, and her request for a single point of contact.

Newlon Housing Trust (202315804)

The complaint is about the landlord’s response to the resident’s enquiries about fire safety. We have also investigated the landlord’s complaint handling.

Newlon Housing Trust (202344680)

The complaint is about the landlord’s handling of: The resident’s request for information on how the service charges are calculated and apportioned. The resident’s concerns about the compensation offered.

Newlon Housing Trust (202441956)

The complaint is about the landlord’s handling of the resident’s concerns about: Damp, mould, and internal repairs.  External repairs and tree maintenance. Pest infestation. We have also investigated the landlord’s complaint handling.

North Kesteven District Council (202432070)

The complaint is about the landlord’s: support to the resident in respect of alternative accommodation and banding. handling of the resident’s reports of Antisocial Behaviour (ASB). We have also considered the landlord’s complaint handling.

Norwich City Council (202329598)

The complaint is about the landlord’s handling of the resident’s: Reports of a leak at her property. Request for compensation due to damage caused by the leak.

Notting Hill Genesis (202332704)

The complaint is about the landlord’s handling of the resident’s request to be moved to a property with a wet room. The Ombudsman has also considered the associated complaint handling.

Nottingham City Council (202314213)

The complaint is about the landlord’s handling of: the resident’s reports of damp and mould in the kitchen as the result of a leak. repairs to the living room floor. the resident’s reports of storm damage to her garden. The Ombudsman has also investigated the landlord’s complaints handling.