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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Peabody Trust (202232974)

The resident’s complaint is about the landlord’s handling of: The resident’s reports of leaks from the communal roof causing damp and mould to the interior of his flat. The associated complaint.

Peabody Trust (202417964)

The complaint is about the landlord’s handling of: The resident’s reports of noise and request for soundproofing. The resident’s concerns about the erection and position of a fence.

Richmond Housing Partnership Limited (202324731)

This complaint is about the landlord’s response to the resident’s: Reports of damp and mould at the property. Reports of heating issues. Concerns about the condition of the bathroom. Concerns about the condition of the kitchen. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.

Sanctuary Housing Association (202311244)

The complaint concerns the landlord’s handling of the resident’s reports about a leak and the related repairs. The landlord’s complaint handling has also been investigated.

Sanctuary Housing Association (202328174)

The complaint is about the landlord’s handling of the resident’s reports about: The boundary fence and gate. The windows and door. The bedroom ceiling. The central heating.

Sanctuary Housing Association (202341321)

The complaint is about: The landlord's handling of damp and mould. The landlord's handling of roof repairs. The landlord's complaint handling.  The level of compensation offered by the landlord and its decision not to refund rent. 

Southern Housing (202108019)

The complaint is about the landlord’s response to the resident’s: Request to replace the windows and back door. Reports of antisocial behaviour. The Ombudsman has also considered the landlord’s complaint handling.

Southern Housing (202213458)

The complaint is about the landlord’s handling of: alleged anti-social behaviour, repairs to the resident’s property, the associated complaint.

Southern Housing (202300899)

The complaint is about the landlord’s handling of the resident’s reports of: Mould. Damp and flooring. Silverfish infestation. Damaged personal possessions. The associated complaint.