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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Orbit Group Limited (202419704)

The complaint is about the landlord’s response to the resident’s request for re-imbursement of rent and utilities following a temporary move.

Amplius Living (202415453)

The complaint is about the landlord’s: Position regarding an upgrade to the property’s heating system. Handling of repairs to the property’s storage heaters. Handling of repairs to the property’s garden gate and fence. Response to the resident’s request for a managed move. Complaint handling.

Clarion Housing Association Limited (202308049)

The complaint is about the landlord’s handling of: planned works in the resident’s property and the conduct of the contractor’s staff. the reports about the handling and suitability of the temporary accommodation. the associated complaint.

Hightown Housing Association Limited (202434525)

The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB). Request for a management move. We have also considered the landlord’s complaint handling.

Leicester City Council (202407782)

The complaint is about the landlord’s handling of the resident’s reports of an incorrect service charge. The Ombudsman has also considered the landlord’s handling of the associated complaint.