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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Southward Housing Co-operative Limited (202215781)

The complaint is about the landlord’s handling of the resident’s requests for reimbursement for the communal lighting and smoke alarm. The landlord’s complaint handling has also been considered.

Southwark Council (202333479)

The complaint is about the landlord’s: handling of reports of leaks, damp and mould and associated repairs. complaint handling.

Sovereign Network Group (202332465)

The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of drainage issues and a rat infestation. The associated complaint.

The Guinness Partnership Limited (202300833)

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

The Guinness Partnership Limited (202320307)

The complaint is about the landlord’s handling of the: Resident’s concerns about the neighbour’s closed circuit television (CCTV). Resident’s reports of antisocial behaviour (ASB) and noise nuisance. The complaint.

Thrive Homes Limited (202308302)

The complaint is about the landlord’s handling of: Repairs to: The communal front and back doors. A wall within the communal area. Reports of antisocial behaviour (ASB) within the communal area. A request to review the services provided in relation to the grounds maintenance and communal cleaning service charges.

Waltham Forest Council (202413799)

The complaint is about the landlord’s handling of the resident’s reports of water ingress and leaks into her property, and associated damp and mould. The Ombudsman has also considered the landlord’s complaint handling.

Winchester City Council (202315836)

The complaint is about the landlord’s handling of repairs following a mutual exchange. The Ombudsman has considered the landlords handling of the mutual exchange process. The Ombudsman has considered the landlords complaint handling.

Yorkshire Housing Limited (202312628)

The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). We have also investigated the landlord’s complaint handling.