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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Sovereign Network Group (202339788)

The complaint is about the landlord’s handling of roof and gulley repairs. We have also considered the landlord’s complaint handling.

Stonewater Limited (202305334)

The complaint is about the landlord’s handling of the resident’s reports of repairs to the back garden steps and walls.

Vico Homes Limited (202317417)

The complaint is about the landlord’s handling of: Information held on its records and sharing of information. Reports of a leak to the resident’s bedroom ceiling. The resident’s Right to Acquire (RTA) application. The resident’s report of antisocial behaviour (ASB). Concerns raised by the resident about staff conduct.

West Northamptonshire Council (202300245)

The complaint is about the landlord's handling of reports that a fire escape was blocked by overgrown vegetation and a vandalised door. The Ombudsman has also considered the landlord’s complaint handling.

A2Dominion Housing Group Limited (202319254)

The complaint is about the landlord’s handling of the resident’s concerns about its administration of her service charge account for 2022/23. We have also considered the landlord’s: record keeping. complaint handling.

Amplius Living (202230495)

The complaint is about the landlord’s handling of the resident’s reports of repairs to the porch. We have also investigated the landlord’s complaint handling.

Brighter Places (202319862)

The complaint is about the landlord’s handling of a water leak, subsequent remedial repairs and damage to the carpet at the resident’s property. We have also considered the landlord’s complaint handling.