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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Sovereign Network Group (202324625)

The complaint is about: The landlord’s response to the resident’s report that his Velux window blind was broken. The landlord’s complaints handling.

Thrive Homes Limited (202318487)

The complaint concerns the landlord’s handling of and communication about cleaning, repair, and maintenance of the communal areas and fixtures in the resident’s block of flats.

Torus62 Limited (202332989)

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

West Northamptonshire Council (202308586)

The complaint is about the landlord's handling of repairs to the resident’s property (including reports of damp and mould). The Ombudsman has also investigated the landlord's complaint handling.

Accent Housing Limited (202315372)

The complaint is about the landlord's handling of the resident's request for it to repair a garden fence. The Ombudsman has also investigated the landlord’s complaint handling.

Clarion Housing Association Limited (202320826)

The complaint is about the landlord’s handling of: Theft of the resident’s belongings from his van. Request for CCTV footage relating to theft of the resident’s belongings. Repair issues to the CCTV and communal gate. The complaint.