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 (202341744)

The complaint is about the landlord’s handling of: Reports of a rodent infestation. The resident’s associated complaint.

The Guinness Partnership Limited (202234427)

The complaint is about the landlord’s: Administration of the resident’s service charge account. Response to the resident’s request for a leaseholder panel. Complaint handling.

The Guinness Partnership Limited (202308333)

The complaint is about: The landlord’s response to reports of damp and mould. The landlord’s handling of door and window replacements. The associated complaint handling.

Gentoo Group Limited (202204407)

The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB), and the associated transfer request.

Hammersmith and Fulham Council (202211706)

The complaint is about the landlord’s response to the resident’s report of antisocial behaviour. The Ombudsman has also considered the landlord’s complaint handling.

Havering Council (202335663)

The complaint is about the landlord’s handling of: Repairs to the communal areas. Reports of damp and mould in the property. Reports of overcrowding and her concerns about the landlord’s transfer list. Reports of antisocial behaviour (ASB). The associated complaint.

London & Quadrant Housing Trust (L&Q) (202234353)

The complaint is about the landlord’s response to the resident’s: Concerns about a carbon monoxide leak and a lack of hot water and heating in the property. Report that her property was left in an unacceptable condition following decoration works. The Ombudsman has also considered the landlord’s complaint handling.