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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Citizen Housing Group Limited (202431038)

The complaint is about the landlord’s handling of the resident’s reports of: Leaks into her property from an upstairs neighbour, subsequent damage, and damp issues. Request for an internal housing transfer.

Clarion Housing Association Limited (202436394)

This complaint is about the landlord’s handling of: The resident’s reports of leaks, damp, and mould in the property. The resident’s report of subsidence to the kitchen floor. The resident’s request for a replacement front door. The bath replacement. Its communication on the pre-action protocol process and compensation on the issues. The associated complaint.

Livv Housing Group (202328127)

The complaint is about the landlord’s: Decision to issue a formal warning to the resident for alleged antisocial behaviour. Complaint handling.

London Borough of Camden Council (202424434)

The complaint is about the landlord’s handling of the resident’s report of a leak in the bathroom and the associated repairs. We have also considered the landlord’s complaint handling.

London Borough of Islington (202326274)

The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s management of the resident’s internal transfer request.