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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Stonewater Limited (202319832)

The complaint is about the landlord’s handling of the resident’s door and window replacements. We have also considered the landlord’s complaint handling.

A2Dominion Housing Group Limited (202410492)

The complaint is about the landlord’s: The quality and standard of the repairs during the decant. The response to reports of damage to personal belongings. Response to reports of a water leak and the handling of subsequent remedial repairs. The handling of a decant, including the suitability of the provided accommodation. Complaint handling.

London & Quadrant Housing Trust (202313879)

The complaint is about the landlord’s response to the resident’s reports of flooding in the carpark which caused damage to his possessions. The Ombudsman has also considered the landlord’s complaint handling.

London & Quadrant Housing Trust (L&Q) (202322819)

The complaint is about the landlord’s handling of the resident’s request for it to install a larger bath in the bathroom. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.