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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Southern Housing (202415124)

The complaint is about the landlord’s handling of: The resident’s reports about cracks to the bedroom ceiling. The associated complaint.

Sovereign Network Group (202442392)

  REPORT COMPLAINT 202442392 Sovereign Network Group 29 July 2025   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. […]

The Riverside Group Limited (202440889)

This complaint is about how the landlord handled the resident’s reports of a leak. We have also considered how the landlord handled the resident’s complaint.

Your Housing Group Limited (202428001)

The complaint is about the landlord's handling of: Repairs following the resident’s report of a burst water pipe under the kitchen. Repairs to the back door. The Ombudsman has decided to investigate the landlord’s complaint handling.

Acis Group Limited (202331973)

The complaint is about the landlord’s handling of the resident’s concerns about discrimination. The Ombudsman will also consider the landlord’s handling of the resident’s complaint.

London Borough of Camden Council (202406073)

The complaint is about the landlord’s handling of blockages in the soil pipe, affecting both the downstairs toilet and upstairs bathroom, and the resident’s reports of discoloured water in the bathroom.