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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London & Quadrant Housing Trust (L&Q) (202346173)

The complaint is about the landlord’s response to the resident’s requests for: information on the service charges for the 2024 to 2025 financial year. an Energy Performance Certificate (EPC).

London Borough of Harrow (202345085)

The complaint is about the landlord’s handling of the resident’s concerns about: The condition of the property, including the external communal area and the building’s structural integrity. A carbon monoxide leak and remedial works. The Ombudsman has also considered the landlord’s complaint handling.

London Borough of Islington (202301334)

The complaint is about the landlord’s: Response to the resident’s reports about damp and mould. Response to the resident’s concerns about the property upon moving in. Complaint handling.

London Borough of Islington (202411101)

The complaint is about the landlord’s response to the resident’s: Reports of mice infestation. Request for repairs. The Ombudsman has also considered the landlord’s complaint handling.

London Borough of Lambeth (202219263)

The complaint is about the landlord’s handling of the resident’s reports of leaks, damp and mould. The Ombudsman has also investigated the landlord’s handling of the associated complaint.

London Borough of Lambeth (202327193)

The complaint is about the landlord’s handling of: A property inspection. Follow up works to address outstanding issues with the resident’s: Kitchen, tiles and cabinets. Back door. Bathroom and extractor fan. Decoration.