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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Housing 21 (202445677)

The complaint is about the landlord’s handling of: The level of rent and service charge. Communication about the rent and service charge. Concerns about the heating system and the resident’s property temperature. The associated complaint.

Hyde Housing Association Limited (202306973)

The complaint is about: The landlord’s handling of the resident’s reports of a leak in the shower room. The landlord’s handling of the resident’s concerns about the roof and loft spaces. The landlord’s handling of the resident’s concerns about the condition of the exterior walls. The landlord’s handling of the resident’s concerns about unsafe electrical wiring and the completion of the associated works. The landlord’s handling of the resident’s complaint. 

Islington Council (202403261)

The complaint is about: The landlord’s handling of the resident’s concerns about housing points she had been awarded and the property bidding process. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from her neighbour The landlord’s handling of the resident’s reports of a leak from the flat above, including associated damage and damp and mould. The landlord’s handling of the resident’s reports of a pest infestation..

Lambeth Council (202314594)

The complaint is about: The landlord’s handling of the resident’s reports of excessive heat in the property. The landlord’s handling of the resident’s reports of fluctuations in the water pressure. The landlord’s handling of the resident’s reports of noise nuisance. The landlord’s handling of the resident’s reports of a leak from an upstairs flat. The landlord’s handling of the resident’s complaint.

London & Quadrant Housing Trust (L&Q) (202218346)

The complaint is about the landlord’s response to the resident about: A pest infestation. Works being done to the flat below without notice. His concerns that problems with the property cause him health issues.

London & Quadrant Housing Trust (L&Q) (202230100)

The complaint is about the landlord’s handling of the resident’s reports of the cleanliness and condition of the communal areas. The landlord’s complaints handling has also been considered.

London Borough of Ealing (202222523)

The complaint is about the landlord’s handling of the resident’s reports of problems with the cold-water supply. The Ombudsman has also considered the landlord’s complaint handling.