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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Birmingham City Council (202331908)

This complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The resident’s report that the landlord breached data protection regulations (GDPR) by disclosing personal information to a neighbour who was employed by it.

Calico Homes Limited (202323515)

The complaint is about the landlord’s response to the resident’s: Reports about the condition of the property on moving in. Reports of bad language by a call handler during a telephone call. Support needs while he was a resident. Concerns about universal credit (UC) and Housing Benefit (HB). Requests for support when trying to move. Formal complaint.

Clarion Housing Association Limited (202425929)

The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB) from the neighbour. The management transfer. Repairs to the electrics and front door. Communication with the resident.

Colchester City Council (202322142)

The complaint is about: The landlord's handling of the resident’s reports about damp and mould. The landlord's handling of the resident’s reports about an infestation of pests.

Derby City Council (202222467)

The complaint is about the landlord’s handling of the resident’s report that a member of staff had a key and could access his property, and his request for the locks to be changed.