From 13 January 2026, we will no longer accept new cases by email. Please use our online webform to submit your complaint. This helps us respond to you more quickly.

Need help? Call us on 0300 111 3000

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 Name

Landlord type

Complaint Category

Outcome

Tenure

Orders

Loading...

Soho Housing Association Limited (202123144)

The complaint is about the landlord’s responses to the resident’s concerns about: her Housing Moves application, including queries about a mutual exchange. a leak under the kitchen sink. an issue with the guttering. a back door which was in disrepair. the contractors used by the landlord for repairs. lift repairs. staff turnover. complaint handling, including the level of service and communication. As part of this investigation, the Ombudsman has also looked at the landlord’s approach to knowledge and information management.

Southwark Council (202123229)

The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Handling of associated remedial works, including the time taken to arrange temporary accommodation. This Service has also considered the landlord’s complaint handling.

Southwark Council (202216877)

The resident’s complaint is about the landlord’s response to his reports of anti-social behaviour (ASB) and a neighbour’s reports of ASB about the resident. The Ombudsman will consider the landlord’s complaint handing.

Sovereign Network Homes (202204756)

REPORT COMPLAINT 202204756 Sovereign Housing Association and Network Homes  (Formerly Sovereign Housing) 31 January 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]

Sovereign Network Homes (202222699)

The resident’s complaint is about the landlord’s: request to carry out an asbestos survey; access to the resident’s property; termination of the resident’s tenancy; handling of electrical testing appointments, including its communications and response.

The Riverside Group Limited (202206656)

The resident’s complaint is about: The conduct of a housing officer. The landlord’s response to reports of asbestos at the property. The landlord’s response to reports of pests within the property. The landlord’s handling of her complaint. The Service has also investigated the landlord’s knowledge and information management.

Town and Country Housing (202216902)

The complaint is about the landlords response to the residents reports of anti social behaviour (ASB). This service has also considered the landlords record keeping.

Vivid Housing Limited (202214928)

The complaint is about the landlord’s handling of the resident’s: Reports of air tightness concerns, damp and mould and associated remedial works. The associated complaint.

Westminster City Council (202218960)

The complaint is about the landlord’s handling of: The resident’s reports about a pest infestation. antisocial behaviour (ASB). the resident’s application for a management transfer. the resident’s complaint.

Your Housing Group Limited (202214825)

This complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB); Response to the resident’s various service charge concerns; Complaint handling. The Ombudsman also considered the landlord’s record keeping.