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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Brighton and Hove City Council (202408882)

The complaint is about the landlord’s handling of the resident’s: Concerns about asbestos linked to plastering works. Reports of damp and mould and associated repairs. Reports of repair issues relating to electrics. Reports of repair issues with a kitchen worktop.

Camden Council (202226501)

The complaint is about the landlord’s handling of: repairs to the heating controller and to address leaks in the property in the void period. the subsequent complaint.

Camden Council (202344159)

The complaint is about the landlord’s response to reports of a pest infestation. The Ombudsman has also considered the landlord’s complaint handling.

Futures Housing Group Limited (202234026)

The complaint is about the landlord’s response to the resident’s concerns about the conduct of its call handlers. The Ombudsman has also considered the landlord’s complaint handling.

Islington Council (202234316)

The complaint is about the landlord’s response to the resident’s: Request for general repairs. Report of no heating. The Ombudsman has also considered the landlord’s complaint handling.

Notting Hill Genesis (NHG) (202342805)

The complaint is about the resident’s reports about the landlord’s handling of the recovery of arrears associated with the lease. The Ombudsman has also considered the landlord’s handling of the associated complaint.