Thank you for your continued patience while we investigate the third-party IT security incident that has impacted our case management system.

We will begin our recovery work shortly to get our case management system back online. Our approach will be cautious, controlled, and continuously reviewed. Our cyber security experts will continue to test our systems during this time to ensure the system is fully safe and secure.

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 are sorry for any ongoing inconvenience. We will continue to update you as our investigation and recovery progresses.

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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London Borough of Hackney (202417345)

The complaint is about the landlord’s handling of the resident’s: Concerns about leaks, and damp and mould within the property. Associated complaint.

London Borough of Lambeth (202325251)

The complaint is about the landlord’s handling of: The decant process, including the resident’s request for a permanent move to an alternative property. The resident’s request for a parking permit at the decant property. We have also considered the landlord’s complaint handling.

London Borough of Lambeth (202424802)

The complaint is about the landlord’s handling of the resident’s: Repair requests following a leak into the property and subsequent report of damp and mould. Complaint.

London Borough of Lambeth (202428770)

The complaint is about the landlord’s: handling of reports of damp and mould. understanding of the household’s vulnerabilities and support needs. The Ombudsman has also considered the landlord’s handling of the complaint.

London Borough of Lambeth (202434327)

The complaint is about the landlord’s response to the resident’s reports of a leak in her kitchen. This report has also assessed the landlord’s: complaint handling. record keeping.