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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London Borough of Waltham Forest (202419389)

The complaint is about: The landlord’s response to the resident’s report that he received a neighbour’s gas safety appointment letter in error. The landlord’s handling of the associated complaints.

Metropolitan Thames Valley Housing (MTV) (202402841)

  REPORT COMPLAINT 202402841 Metropolitan Thames Valley Housing (MTV) 27 February 2025   Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]

Midland Heart Limited (202315335)

The complaint is about the landlord’s handling of: The increase in service and rent charges. Notice to attend meetings. The information provided by the landlord related to a telecom switchover. Management of the sinking fund. The complaint process.

Milton Keynes Council (202301815)

The complaint is about the landlord’s handling of: the resident’s concerns about its decision to install new communal doors and entry system to his property. 

North Kesteven District Council (202314992)

The complaint is about the landlord’s handling of the resident’s reports about: The condition of nearby allotments. The condition of her garden when she moved into the property. Repairs to her bathroom and electric fire. A wasp infestation.

North Northamptonshire Council (202309097)

The complaint is about how the landlord handled the resident’s: housing applications. reports of antisocial behaviour (ASB). reports of vandalism. reports of mould and outstanding repairs. reports of flies coming from his neighbour’s property. complaint. This report has also considered the landlord’s record keeping.

Notting Hill Genesis (202306812)

This complaint is about the landlord’s handling of: Repairs to the entry gates and intercom for the estate. The estate management. The associated complaint.

Notting Hill Genesis (NHG) (202307976)

The complaint is about the landlord’s handling of the resident’s report of a leak. The Ombudsman has also investigated the landlord’s complaint handling.