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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Torus62 Limited (202313367)

The complaint is about the landlord’s handling of: The resident’s personal information. This includes the associated complaint handling. Reports of antisocial behaviour (ASB).

Tower Hamlets Homes (202114805)

This complaint is about: The landlord’s intention to increase the service charge at the property. The landlord’s handling of resident’s request for compensation for no heating in his property between 18 October 2022 and 3 March 2023. The landlord’s decision to delay its internal review of its compensation policy. The associated complaint.

Wandle Housing Association Limited (202408624)

The complaint is about the landlord’s response to the resident’s reports of leaks, damp and mould in her conservatory. The Ombudsman has also considered the landlord’s complaint handling.

Clarion Housing Association Limited (202231459)

The complaint is about the landlord’s response to the resident’s: Complaint about damage caused to his kitchen.  Concerns about his son being removed from his tenancy. Request to transfer from a joint to sole tenancy. Concerns about its administration of his rent account.  Concerns about harassment by the landlord. The Ombudsman has also considered the landlord’s complaint handling.

Halton Housing (202313880)

The complaint is about the landlord's handling of: repairs to the property including reports about damp and mould, ventilation, storage and insulation. the complaint.