A joint initiative from HouseMark and ombudsman schemes that deal with housing complaints

 
 
 
 

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  • Search case digests by topic and tenure.
  • Learn from real examples of social landlord complaints handling.
  • Helps you to improve landlord and tenant relations.
  • Keep up to date with the latest Ombudsman case digests.
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Latest Ombudsman case digests

Complaint reference 201400204 - Tenant rent and service charges
30 Aug 14 - Quick fix & Voluntary settlement | Assured  
A tenant complained that the landlord failed to correctly administer housing rental payments made by him and his wife.

Complaint reference 201400088 - Anti-social behaviour
30 Jul 14 - Quick fix & Voluntary settlement | Assured  
A complaint that the landlord had not dealt with a tenant responsible for anti-social behaviour and carrying out illegal activities at the property.

Complaint reference 201400335 - Allocations, Repairs
30 Jul 14 - Quick fix & Voluntary settlement | Assured  
Ms A complained that the hot water in her property contained high levels of lime and that she received details of available properties in areas where she did not want to live.

Complaint reference 201306872 - Complaint handling, Repairs
30 Jul 14 - Quick fix & Voluntary settlement | Secure  
A tenant complained that the Council had failed to carry out works at his home to repair rising damp and that his letters of concern to the Council were not answered.

Complaint reference 201307006 - Repairs
30 Jul 14 - Quick fix & Voluntary settlement | Secure  
A tenant complained that the council failed to carry out repair work for a serious damp problem which he said had resulted in an unhygienic smell which had caused a deterioration in the health of himself and his wife.

Complaint reference 201400189 - Repairs
30 Jul 14 - Quick fix & Voluntary settlement | Assured  
A tenant complained that the landlord had failed to address his concerns regarding his bolier and thermostat.

Complaint reference 201400120 - Allocations
30 Jul 14 - Quick fix & Voluntary settlement | Assured  
A tenant complained that he had been poorly treated by the housing association and he wished to be re-housed by his local authority, rather than the housing association.

Complaint reference 201401464 - Repairs
30 Jul 14 - Quick fix & Voluntary settlement | Secure  
A tenant complained about the length of time taken for the council to complete repairs at her property which she said incovenienced her by having to take time off work and spend time making phone calls.

Complaint reference 201400086 - Repairs
30 Jul 14 - Quick fix & Voluntary settlement | Assured  
A tenant complained to the Ombudsman that the landlord had not started work to repair a leak that he had reported to them three months earlier.

Complaint reference 201303166 - Anti-social behaviour, Complaint handling
30 Jul 14 - Quick fix & Voluntary settlement | Secure  
A tenant complained that the council did not investigate his complaints about cigarette smoke drifting into his property from an adjacent property.

Complaint reference 201304343 - Complaint handling, Repairs
23 Jul 14 - Formally resolved | Assured  
A tenant complained about water penetrating into her flat from around her bedroom and living room windows and complained that the problem was not resolved and the water penetration continued.

Complaint reference 201306463 - Anti-social behaviour, Complaint handling
23 Jul 14 - Resolved by a designated person (Tenant panel) | Assured  
A tenant complained about how her landlord dealt with an incident involving her and a neighbour, and in particular about the landlord’s decision to send her a letter stating that her actions constituted a serious breach of her tenancy.

Complaint reference 201304322 - Complaint handling, Estate services, Tenancy management
23 Jul 14 - Formally resolved | Assured  
A tenant complained about how his landlord dealt with his reports of a pest infestation and about how his formal complaint about the matter was handled.

Complaint reference 201308650 - Complaint handling, Home ownership and leasehold
23 Jul 14 - Formally resolved | Leasehold  
A leaseholder complained that the landlord did not undertake sufficient consultation, or communicate its intentions, before carrying out works to the on-site Court Manager’s accommodation.

Complaint reference 201305642 - Repairs
23 Jul 14 - Not upheld | Secure  
A tenant complained that, after he ended his tenancy, the council unreasonably invoiced him for works it carried out to his council house.

Complaint reference 201305629 - Anti-social behaviour
23 Jul 14 - Not upheld | Home owner  
A home owner complained that her neighbour, a tenant of the council living in temporary accommodation, was noisy on a number of occasions, and she was unhappy with the council's response to the problem.

Complaint reference 201301744 - Anti-social behaviour
23 Jul 14 - Upheld | Secure  
A tenant complained to the council about noise from a neighbour on several occasions, and complained that the council failed to take legal action against the neighbour as it had agreed.

Complaint reference 201200509 - Repairs
23 Jul 14 - Not upheld | Home owner  
A private landlord complained that tenants introduced to them by the council's social work department left their properties in a state of disrepair at the end of their tenancies.

Complaint reference 201301779 - Repairs
23 Jul 14 - Resolved | Secure  
A tenant complained that the communal heating system which serves her property failed to provide heating to her home on several occasions over a number of years.

Complaint reference 201304223 - Allocations, Tenancy management
25 Jun 14 - Partly upheld | Secure  
Tenants complained that the council unreasonably refused to make them a downsizing incentive payment when they moved, and did not reply to their correspondence within the published time limits for doing so.

Complaint reference 201303066 - Tenant rent and service charges
25 Jun 14 - Partly upheld | Secure  
A tenant complained that the council unreasonably declined to issue her with a right to buy certificate because she had uncollected council tax arrears.

Complaint reference 201301868 - Homelessness
25 Jun 14 - Not upheld | Secure  
A complaint that temporary bed and breakfast accommodation used by the council was dirty and the gas boiler was unsafe.

Complaint reference 201305369 - Anti-social behaviour
25 Jun 14 - Not upheld | Secure  
A tenant complained that when she experienced antisocial behaviour from her neighbour, the landlord did not follow the relevant policies and procedures in relation to this.

Complaint reference 201302417 - Staff and customer services, Tenancy management
25 Jun 14 - Not upheld | Ex-occupier  
A tenant claimed that the landlord disposed of some of her posessions despite agreeing that she could retain them in the property following the termination of her tenancy.

Complaint reference 201201242 - Repairs, Tenancy management
25 Jun 14 - Partly upheld | Secure  
A tenant complained that the landlord unreasonably sought to charge him for works carried out after he left the tenancy and put the matter in the hands of debt recovery agents without first contacting him.

Complaint reference 201306163 - Complaint handling, Repairs
25 Jun 14 - Locally resolved – with support | Assured  
A tenant complained about the amount of time the landlord was taking to respond to her stage 3 complaint about outstanding repairs.

Complaint reference 201311493 - Complaint handling, Tenancy management
25 Jun 14 - Locally resolved – with support | Assured  
A tenant complained about a Notice which had been served on him by his landlord which had implications for the security of his tenancy.

Complaint reference 201303304 - Complaint handling, Repairs
25 Jun 14 - Locally resolved – with intervention | Assured  
A tenant complained about how her landlord had responded to her reports of damp and other disrepair issues at her property.

Complaint reference 201304427 - Adaptations
21 May 14 - Not upheld | Secure  
A tenant complained that the council did not give him financial assistance towards the costs of installing a shower, which he said was required due to his medical conditions.

Complaint reference 201304407 - Repairs
21 May 14 - Not upheld | Secure  
A complaint that the council refused to fit locks to the windows of a property to prevent burglaries at the property.