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 (202331650)

The complaint is about the landlord’s handling of: works to the resident’s boiler and the replacement of a radiator at the property. repairs to a window mechanism at the property.

Stonewater Limited (202424673)

The complaint is about the landlord’s handling of the resident’s report of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.

Torus62 Limited (202345588)

The resident’s complaint is regarding the landlord’s: Response to her concerns that works were not carried out in line with asbestos regulations and guidelines. Management of asbestos removal, subsequent clean up and associated repairs. Response to her request to replace her upstairs carpets.

Town and Country Housing (202435070)

  REPORT COMPLAINT 202435070 Town and Country Housing 30 May 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 […]

Wandle Housing Association Limited (202429613)

The complaint is about the landlord’s handling of the resident’s reports of roof repairs and damage to a bedroom wall. The Ombudsman has also considered the associated complaint handling.

Winchester City Council (202322119)

The resident’s complaint is about the landlord’s response to:  Reports of damp and mould in the property. Reports of heating and ventilation issues. Reports of incurred debt as a result of the property condition. The resident’s concerns about the landlord’s maintenance of the land at the rear garden. The resident’s concerns about the boundary line of the rear garden.

Abri Group Limited (202423985)

  REPORT COMPLAINT 202423985 Abri Group Limited 29 May 2025 (amended 1 July 2025)   Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]