Please note our systems are currently down for maintenance over the weekend and on Monday 12th October 2026.

This means our phone lines, web chat and webform will be unavailable during this time for updates on existing cases.

If you’d like to raise a new case with us during this time, please send it to info@housing-ombudsman.org.uk.

We’ll provide a further update for customers Monday 12th October 2026 here. We apologise for any inconvenience this may cause.

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

Loading...

Freebridge Community Housing Limited (202302955)

The complaint is about: the increase in the resident’s service charges. the landlord’s consultation before the increase in service charges. the landlord’s response to the resident’s request to be proportionally billed for specific heating use. the landlord’s communication about undercharges. The Ombudsman has also considered the landlord’s complaint handling.

Havering Council (202220864)

The complaint is about the landlord’s handling of the resident’s mutual exchange. The Ombudsman has also considered the landlord’s complaint handling.

Hyde Housing Association Limited (202348499)

The complaint is about the landlord’s response to the resident’s: Reports of a pest infestation. Reports of a roof leak and the associated repairs. Requests for window repairs.

Jigsaw Homes Group Limited (202342720)

The complaint is about the landlord’s handling of the resident’s: Request for repairs to his flat. Request for repairs to the building. Reports about the upkeep of communal areas.

Lambeth Council (202316126)

The complaint is about: The landlord’s handling of the resident’s reports of having no hot water and gas supply. The landlord’s handling of the associated complaints.

Lambeth Council (202405395)

The complaint is about: The landlord’s handling of the resident’s reports of Japanese Knotweed impacting her use of the garden. The landlord’s response to the resident’s request for information about restrictions in using the garden, including whether she could place a shed in the garden.