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 Sutton (202321548)

The complaint is about the landlord’s: response to the resident’s reports about repair issues at her property, including; gas; electrical wiring; asbestos; complaints handling.

Manchester City Council (202305823)

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

Metropolitan Thames Valley Housing (MTV) (202311924)

The complaint is about the landlord’s response to: The resident’s concerns about the condition of the windows. The resident’s concerns about the condition of the garden. The Ombudsman has also investigated the landlord’s handling of the associated complaints.

Notting Hill Genesis (NHG) (202315817)

The complaint is about: the landlord's handling of the resident's reports of damp, mould and water ingress including the remedial works required, and response to queries. the landlord’s complaint handling including its offer of compensation.

One Housing Group Limited (202307155)

The complaint is about the landlord’s handling of the resident’s concerns regarding: Staff conduct. Emergency repairs and the process to report emergencies. The associated complaint.

Peabody Trust (202127649)

The complaint is about the landlord’s decision to calculate the premium for extending the lease using a property valuation it had obtained rather than one the resident had arranged.

Peabody Trust (202234849)

The complaint is about the landlord’s handling of reports of damp and mould and the associated repairs.

Peabody Trust (202312926)

The complaint is about: The landlord’s handling of repairs to the garage door. The landlord’s handling of the associated complaint.

Peabody Trust (202320016)

The complaint is about the landlord’s handling of the resident’s: Reports of a leak from the roof resulting in damp and mould in the property. Associated formal complaint.