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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Derby City Council (202345219)

The complaint is about: The landlord’s handling of disability adaptations at the resident’s property. The landlord’s handling of the resident’s complaint.

Freebridge Community Housing Limited (202217964)

The complaint is about the landlord’s handling of the residents’: Reports about repairs to soffits, facias and guttering Reports about fencing. Reports about antisocial behaviour (‘ASB’) and noise. Reports about parking issues. Reports about a neighbour extending their land. The Ombudsman has also considered the landlord’s complaint handling.

Hammersmith and Fulham Council (202345481)

This complaint is about the landlord’s handling of repairs in the resident’s property, including: Damp and mould. Window repairs. The Ombudsman has also considered the landlord’s handling of the associated complaint.

Home Group Limited (202228400)

The complaint is about the landlord’s handling of the resident’s reports of: Draughts and cold. A leak. The Ombudsman has also considered the landlord’s complaint handling. The Ombudsman has also considered the landlord’s record keeping.

Home Group Limited (202302832)

The complaint is about the landlord’s handling of the resident’s reports of her property being cold. This Service has also investigated the landlord’s complaint handling.

Homes Plus Limited (202308385)

The complaint is about: the landlord’s response to the resident’s request to cut back the trees in her back garden. The landlord’s response to the resident’s request to remove waste from her garden.