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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Westward Housing Group Limited (202319772)

The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.

Women’s Pioneer Housing Limited (202305090)

The complaint is about: The landlord’s handling of the resident’s reports of problems with the heating system and thermostat. The landlord’s handling of the associated complaints.

Abri Group Limited (202234501)

The complaint is about the landlord’s handling of repairs to external lighting, a toilet cistern, the back gate, the garden fence, and the front door canopy. The Ombudsman has also considered the landlord’s complaint handling.

Citizen Housing (202318796)

The complaint is about the landlord’s handling of the resident’s reports of the bathroom and toilet windows’ opening, closing, and damp and mould issues.

Clarion Housing Association Limited (202216394)

The complaint is about the landlord’s response to the resident’s: Report of a leak. Request: That it buy back his property. For information relating to his property. The Ombudsman has also considered the landlord’s complaint handling.

Flagship Housing Group Limited (202324646)

  REPORT COMPLAINT 202324646 Flagship Housing Group Limited 12 March 2025   Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]

Lambeth Council (202415881)

  REPORT COMPLAINT 202415881 Lambeth Council 12 March 2025   Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]