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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One Housing Group Limited (202431505)

The complaint is about the landlord’s handling of a leak to the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.

Onward Homes Limited (202233095)

The complaint is about the landlord’s response to the resident’s complaint about an increase in his service charge. This service has also considered the landlord’s complaint handling.

Orbit Housing Association Limited (202442458)

The resident’s complaint is about the landlord’s handling of a request for an accessible external pathway. The Ombudsman is also considering the landlord’s complaints handling.

Paragon Asra Housing Limited (202420333)

The complaint is about the landlord’s handling of the resident’s reports of a leak in: The living room. The bedroom, bathroom, and the leak continuing in the living room. We have also considered the landlord’s handling of the associated complaints.

Paragon Asra Housing Limited (202421662)

This complaint is about the landlords: Handling of the resident’s reports about issues with his gas, heating, and hot water. Actions towards the resident following a Prohibition Order from the local authority. Handling of the associated complaint.

Paragon Asra Housing Limited (202438376)

The complaint is about the landlord’s handling of the resident’s reports of: Several repairs including a bathroom leak and subsequent damage. Her grandson’s vulnerabilities and support needs.

Peabody Trust (202313887)

The complaint is about: The landlord’s handling of renewal works to the kitchen, bathroom, and windows. The landlord’s handling of the associated complaint.

Richmond Housing Partnership Limited (202428740)

The complaint is about: The landlord’s handling of reports of a leak in the kitchen. The landlord’s handling of repairs to the bathroom extractor fan and the stairs. We have also considered the landlord’s complaint handling.