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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Southwark Council (202322410)

The complaint is about the landlord’s handling of the resident’s dissatisfaction about its proposal to install a condensing boiler. The Ombudsman has also considered the landlord’s complaint handling.

Sovereign Network Homes (Former Network Homes) (202339335)

The complaint is about the landlord’s handling of the resident’s: Reports of repairs, including to a wall and guttering. Maintenance of the property/block, including resident engagement and cyclical decoration. The Ombudsman has also considered the landlord’s complaints handling.

Wandle Housing Association Limited (202327977)

The resident’s complaint is about the landlord’s handling of: His reports of antisocial behaviour (ASB). Reconnecting the heating system in the property. The Ombudsman has also assessed the landlord’s complaint handling.

West Kent Housing Association (202226103)

The complaint is about the landlord’s response to the resident’s: Concerns about the electric debt left on the meter at the start of the tenancy. Concerns about the gas debt left on the meter at the start of the tenancy. Concerns about the gas supply being left on at the property while it was void. This Service has also considered the landlord’s handling of the complaint.

Great Places Housing Association (202232324)

The complaint is about the landlord’s handling of the resident’s concerns that service charges were incorrectly applied to her account. The Ombudsman has also considered the landlord’s complaint handling.

Hastoe Housing Association Limited (202336879)

  REPORT COMPLAINT 202336879 Hastoe Housing Association Limited 11 December 2024   Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]