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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Notting Hill Genesis (NHG) (202338757)

The complaint is about the landlord’s handling of the resident’s: Concerns about the concierge not providing visitor access to the carpark. Associated formal complaint.

Peabody Trust (202318478)

The complaint is about the landlord’s: Handling of the resident’s reports of repairs. Response to the resident's concerns about her contact details and her access to her tenancy account online. This investigation also considers the landlord’s complaint handling and record keeping.

Southern Housing (202314620)

The complaint is about the landlord’s handling of the resident’s purchase of a shared ownership property. The landlord’s complaint handling has also been considered.

Southwark Council (202301749)

The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s rehousing application. The Ombudsman has also investigated the landlord’s complaint handling.

Southwark Council (202315999)

The complaint is about the landlord’s response to: the resident’s reports of repairs in the property. the resident’s request for adaptations to be made to the property.

Stevenage Borough Council (202318596)

The complaint is about the landlord’s: handling of fence repairs. response to the resident’s concerns about a structure in a neighbouring garden.