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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West Kent Housing Association (202333042)

The resident has complained that the landlord missed an appointment to inspect damp and mould in her home. The Ombudsman has also assessed the landlord’s complaint handling.

Westminster City Council (202319436)

The complaint is about the landlord’s handling of the resident’s: Reports of a repair required to the ventilation system. Reports of damp and mould. Request to replace her front door. Reports of drainage issues in her bathroom.

Bromford Housing Group Limited (202314418)

The complaint is about the landlord’s handling of: Damp and mould and window repairs at the resident’s property. The reimbursement of the resident’s damaged belongings. Fire safety concerns including cladding. Concerns about the communal areas including the outside space and anti-social behaviour. The associated complaint.

Cobalt Housing Limited (202318338)

The complaint is about the landlord’s handling of the resident’s: Reports of a personal injury. Reports of delays to complete multiple repairs. Associated complaint.

Great Yarmouth Borough Council (202405474)

The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Temporary move. The Ombudsman has also considered the landlord’s record-keeping.

Haringey London Borough Council (202211631)

The complaint is about the landlord's handling of the resident's reports of a leaking toilet and bath, causing damage to the kitchen ceiling and bathroom flooring. We have also investigated the landlord’s complaint handling.