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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Homes Plus Limited (202318747)

The complaint is about the landlord’s handling of the resident’s report of: Defects and concerns about the property after she moved in. Alleged discrimination.

Notting Hill Genesis (NHG) (202410519)

The landlord’s handling of the resident’s request for a management transfer due to domestic violence. The landlord’s handling of the resident’s request for a service charge refund.

Phoenix Community Housing Association (Bellingham and Downham) Limited (202324147)

The complaint is about the landlord's handling of: The resident’s reports about gases entering the property. The resident's concerns about whether the carbon monoxide alarms were working correctly. The installation of a kitchen extractor fan. The resident’s reports of the neighbour interfering with her water and power supply. The associated complaint.

SHAL Housing Limited (202226625)

The complaint is about the landlord’s handling of the resident’s concerns about: Repairs to the guttering. A lack of hot water in the property. Repairs to the bathroom window. Damp and mould. Staff conduct The complaint.

Southampton City Council (202306049)

The complaint is about the landlord’s: Response to the resident’s reports of defects to the property causing damp and mould. Complaints handling.

Clarion Housing Association Limited (202231267)

The complaint is about the landlord’s response to the resident’s: Reports about her neighbour’s building works and associated damage to her property. Reports about water leaks affecting her property and the neighbouring property. Requests for it to investigate rising damp. Formal complaints.