Landlords can now complete the Complaint Handling Code Annual Submissions form. More information is available online.

Decisions

All our decisions are published here as part of our commitment to being open and transparent. The decisions are anonymised so residents’ names are not used, but landlords are named. The decisions date from December 2020 and are published three months after the final decision date. In some cases we may decide not to publish a decision if it is not in the resident’s or landlord’s interest or the resident’s anonymity may be compromised. You can read more in our guidance on decisions.

Date

(date from format: mm/dd/yyyy)
(date to format: mm/dd/yyyy)

Landlord type

Complaint Category

Outcome

Tenure

Orders

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Tower Hamlets Homes (202122079)

The complaint is about: The landlord’s handling of the resident’s concerns about fire safety, including how it processed the EWS1 form. The landlord’s handling of the resident’s complaint.

Your Housing Limited (202207068)

The complaint is about the landlord’s handling of: The resident’s reports of leaks in the property. The residents decant and compensation payments. Boiler repairs.

Colchester City Council (202201413)

The complaint is about the landlord’s response to the resident’s: Reports about damp and mould. Reports about a pest infestation. Concerns about the conduct of the landlord’s staff. The Ombudsman has also considered the landlord’s complaint handling and record keeping.

London Borough of Hackney (202301936)

The complaint is about the landlord’s: Handling of the repair of leaks from the property above the resident. Handling of the repair of the resident’s bathroom and hallway ceilings damaged by the leaks.

London Borough of Newham (202205719)

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

Metropolitan Thames Valley Housing (MTV) (202202688)

The complaint is about the landlord’s response to: The resident’s request for a door replacement. The resident’s reports of noise transference and soundproofing issues. This report has also investigated the landlord’s complaint handling.

Paragon Asra Housing Limited (202208013)

The complaint is about the landlord’s handling of a leak affecting the property, including the time taken to complete repairs. The landlord’s complaint handling has also been investigated.

Waltham Forest Council (202217685)

  REPORT COMPLAINT 202217685 Waltham Forest Council 12 December 2023   Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]

Brighter Places (202113425)

The complaint is about the landlord's handling of the resident’s : Reports of damp and mould, and the associated repairs. Request to repair the back door. Complaint.