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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Stonewater Limited (202321327)

The complaint is about the landlord’s response to the resident’s reports of issues with the drains. The Ombudsman has also considered the landlord’s complaint handling.

Birmingham City Council (202304360)

The complaint is about the landlord’s handling of: Repairs to the intercom/phone system connected to the property. Repairs to the communal lighting at the property. Repairs to the communal stairs.

Bolton at Home Limited (202234276)

The complaint is about the landlord's response to the resident's: Reports of damp and mould in the communal area. Complaint about its Sustainment and Support officer.  The Ombudsman has also considered the landlord’s complaint handling.

Bournemouth, Christchurch and Poole Council (202417698)

The complaint is about the landlord’s handling of: damage to and loss of the resident’s belongings. the refurbishment of the resident’s property. the temporary decant for the household. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.

East Devon District Council (202420353)

The complaint is about the landlord’s handling of outstanding repairs at the property. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.