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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Southern Housing Group Limited (201915218)

The resident complains about: How the landlord handled the administration of her rent account, specifically, its decision to issue a claim for possession of the property. How the landlord handled reports of anti-social behaviour (ASB) against her and her household, including the actions of a particular member of staff. The landlord’s decision to refuse a tenancy to a particular property to her daughter following a Local Authority nomination and how the landlord handled the tenancy interview. How the landlord handled the formal complaint.

Waltham Forest Council (202006852)

REPORT COMPLAINT 202006852 Waltham Forest Council 30 March 2021 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. This is […]

Watford Community Housing Trust (202008650)

This complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours (Ms Y and Ms Z) after 16 September 2020. The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours (Ms X and Ms Y) between 18 March 2019 and 16 September 2020. The landlord’s response to the resident’s request for a housing transfer.

Catalyst Housing Limited (202003309)

The complaint is about the landlord’s response to the resident’s request to provide form EWS1 for the building which the property is situated in.

Community Gateway Association Limited (202002560)

The complaint is about the landlord’s: Handling of the annual gas safety inspection at the resident’s property during the Covid-19 pandemic; Handling of an asbestos survey at the resident’s property during the Covid-19 pandemic; Complaint handling.

Haringey Council (202005551)

REPORT COMPLAINT 202005551 Haringey Council 29 March 2021 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. This is set […]

Karbon Homes Limited (201906063)

The complaint is about the landlord’s: response to the resident's reports of noise transference handling of the associated complaint.

London & Quadrant Housing Trust (202000937)

The complaint is about the landlord’s response to the resident’s requests about: Additional security, lighting and CCTV following a burglary. Repairs to a window following a burglary.

Midland Heart Limited (202000360)

The complaint concerns the level of compensation offered to the resident following his reports of a pest infestation in his property.