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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Clarion Housing Association Limited (202320638)

The complaint is about the landlord’s handling of: repairs in the kitchen, living room and bathroom. roof repairs and associated damp and mould in the property. asbestos in the ceilings. repairs to the heating and hot water in the property. a pest infestation. antisocial behaviour concerning a neighbour. a temporary move while repairs were completed. the resident’s complaint.

Clarion Housing Association Limited (202401269)

The complaint is about the landlord’s response to the resident’s reports of recurring damp and mould and associated repairs. The Ombudsman has also considered the landlord’s handling of the complaint.

East Midlands Housing Group Limited (202403923)

The complaint is about: The landlord’s handling of reports of a lack of heating and hot water. The landlord’s response to reports of damp and mould. The associated complaint handling.

Great Places Housing Association (202313033)

The complaint is about the landlord's handling of the resident’s reports about the property condition and associated repairs. The Ombudsman has also considered the landlord’s complaint handling.

Hammersmith and Fulham Council (202407684)

The complaint is about the landlord’s handling of the resident’s reported roof and kitchen light repairs. The Ombudsman has also assessed the landlord’s: complaint handling. record keeping.