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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London Borough of Hackney (202319682)

This complaint is about the landlord’s: Response to various disrepair issues in the property and the resident’s related concerns about the conduct of its operatives. Complaint handling.

London Borough of Newham (202323476)

The complaint is about: the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance. the landlord’s handling of the associated complaint.

Portsmouth City Council (202234943)

The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Response to the resident’s requests for a more secure front door and soundproofing.

Prima Housing Group Limited (202300773)

The complaint is about the landlord’s response to the resident’s requests for: A replacement kitchen. A replacement bathroom. The Ombudsman has also considered the associated complaint handling.

Sage Housing Limited (SHL) (202306928)

The complaint is about the landlord’s handling of the resident’s: Reports of the neighbours’ inconsiderate parking. Reports of the neighbours’ dog being let out without a lead. Concerns for the welfare of the neighbours’ cats and dog, and the nuisance they were causing. Reports of anti-social behaviour (ASB) caused by the neighbours. Concerns about the placement of a hedge. Formal complaint.

Southampton City Council (202326087)

The complaint is about: The landlord’s handling of pest control reports and associated works. The landlord’s handling of the resident’s complaint.

Southwark Council (202125220)

The complaint is about the landlord’s response to the resident’s reports of leaks. This Service has also considered the landlord’s complaint handling.