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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Southern Housing (202311125)

The complaint is about the landlord’s handling of the resident’s: Reports of communal repairs. Concerns regarding communal cleaning. Concerns relating to fire safety, including fire doors and cladding. Complaint.

The Guinness Partnership Limited (202319837)

The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.

Torus62 Limited (202405354)

The complaint is about the landlord's response to the resident's: reports of damp, mould and outstanding repairs. complaint. This report has also considered the landlord’s record keeping.

Vivid Housing Limited (202416849)

The complaint is about the landlord’s handling of the resident’s concerns regarding the condition of the frame around her front door. 

Connexus Homes Limited (202316468)

The complaint is about the landlord’s handling of: The replacement of the heating system and the resident’s reports of damp and mould. Request for soundproofing. Request for a replacement kitchen. The related complaint.