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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Southern Housing (202305692)

The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB) from a neighbour. The Ombudsman has also considered the landlord’s record keeping and information management.

Southern Housing (202345478)

The complaint is about the landlord’s response to the resident’s request to retain her CCTV security system.

Southway Housing Trust (Manchester) Limited (202306857)

The resident’s complaint is about the landlord’s response to her requests for repairs to her front gate and fencing. The resident also complained about the landlord’s handling of her requests for repairs to the WC, hallway, kitchen and a security light.

Stonewater Limited (202301180)

The complaint is about: The landlord's handling of reports that contractors had not done communal cleaning. The landlord's handling of communal repairs. The Ombudsman has also decided to investigate the landlord’s complaint handling.

Vivid Housing Limited (202402563)

The complaint is about the landlord’s handling of the resident’s:     Reports of repairs to the roof allowing entry for pests.     Reports of repairs to the driveway.      Fire safety concerns.     Associated complaint.

Wandle Housing Association Limited (202311610)

The complaint is about the landlord's handling of: Repairs to the door entry system during and after a power cut. Concerns about fire safety and whether the landlord provided a service in return for the fire safety service charge.