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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Blackpool Council (202122535)

This complaint is about the landlord’s: Decision to seek possession of the resident’s home. Handling of a Right to Buy application. Decision to continue to charge rent while seeking possession of the property .

Bolton at Home Limited (202128095)

The complaint is about the landlord’s: Handling of repairs including damp and mould throughout the resident’s property. Response to the damage caused to household items at the property, the impact on her health and an injury sustained. Response to reports of fly-tipping and pest infestations at the property. The Ombudsman has also investigated the landlord’s complaint handling.

Clarion Housing Association Limited (202121522)

The complaint is about the resident’s reports concerning the landlord’s handling of: Its communication not being disability friendly. A complaint made about a member of staff on 24 December 2020. Unscheduled welfare visits. The suitability of the property allocated by the local council. The sign up and move in process. The resident’s request for rehousing. The associated complaint.

Eastbourne Borough Council (202220188)

  REPORT COMPLAINT 202220188 Eastbourne Borough Council 28 November 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. […]

Hackney Council (202117182)

The complaint is about the landlord’s: Response to the resident’s reports of damp and mould throughout the property. Handling of the resident's reports of a leaking WC. This report also considers the landlord’s complaint handling.

Notting Hill Genesis (NHG) (202205755)

The complaint concerns the landlord’s handling of: Repairs to the property following flooding. Flood payments made to the resident. Removal of bathroom fittings. The subsequent complaint. Access to undertake fire and smoke alarm checks.

One Housing Group Limited (202204964)

This is about the landlord’s response to the resident’s reports of: Communal repairs. A notice put up by a member of the landlord’s staff. Antisocial behaviour (ASB).

Optivo (now Southern Housing) (202127594)

  REPORT COMPLAINT 202127594 Optivo (now Southern Housing) 29 November 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 […]