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

HouseMark Scotland Issue 10 - (01/07/2016)
01 Jul 16
HouseMark Scotland Issue 10 - (01/07/2016)

Complaint reference 201507621 - Repairs
21 Jun 16 - Partly upheld | Secure  
A tenant complained that the housing association delayed in dealing with water ingress to his home.

Complaint reference 201507940 - Complaint handling, Repairs
21 Jun 16 - Partly upheld | Secure  
A tenant complained about ongoing issues with damp in her property and how long the repairs for this had taken.

Complaint reference 201508513 - Anti-social behaviour
21 Jun 16 - Not upheld | Secure  
A tenant complained about the lack of action taken by the council when she reported noise and other nuisance or anti-social behaviour from her neighbour, a council tenant.

Newsletter: In Brief Issue 12 - (15/06/2016)
15 Jun 16
Newsletter: In Brief Issue 12 - (15/06/2016)

Complaint reference 201407697 - Repairs
17 May 16 - Upheld | Secure  
A tenant complained about dampness issues on behalf of her client.

Complaint reference 201501536 - Repairs
17 May 16 - Upheld | Secure  
A tenant complained that the housing association unreasonably failed to carry out work on her kitchen to the agreed specifications.

Complaint reference 201503760 - Anti-social behaviour
17 May 16 - Not upheld | Secure  
A tenant said that since her neighbour moved next door, she had been disturbed and upset by her neighbour's anti-social behaviour.

Complaint reference 201503924 - Repairs
17 May 16 - Upheld | Secure  
A tenant complained about the housing association on behalf of Mr A, a former tenant, regarding charges he had received for repairs required after he had left his property.

Complaint reference 201502012 - Repairs
17 May 16 - Not upheld | Secure  
Two tenants complained about the standard of work undertaken at their property by a company installing insulated cladding.

Complaint reference 201503957
17 May 16 - Upheld | Secure  
A tenant, who is a landlord, asked the council to pay his tenant's housing benefit directly to himself.

Complaint reference 201504184 - Repairs
17 May 16 - Upheld | Secure  
A tenant complained about the council after waiting over a year for repairs to the front door of his council tenancy.

Newsletter: In Brief Issue 11 - (13/05/2016)
13 May 16
Newsletter: In Brief Issue 11 - (13/05/2016)

Complaint reference 201408213 - Renewal grants
28 Apr 16 - Not upheld | Secure  
A tenant received grant assistance from the Isle of Anglesey County Council under an Empty Homes Grant.

Complaint reference 201505386 - Repairs
28 Apr 16 - Quick fix & Voluntary settlement | Assured  
A tenant complained that Clwyd Alyn Housing Association Ltd (“the Housing Association”) had failed to address the heating issues at her home.

Complaint reference 201505032 - Complaint handling
28 Apr 16 - Quick fix & Voluntary settlement | Secure  
A tenant contacted the Ombudsman to complain that Ceredigion County Council (“the Council”) had demanded a full repayment of an improvement grant.

Complaint reference 201505632 - Repairs
28 Apr 16 - Quick fix & Voluntary settlement | Secure  
Tenants complained to the Ombudsman that they had been experiencing damp and mould in their bedroom following Council maintenance work.

Complaint reference 201505012 - Repairs
28 Apr 16 - Quick fix & Voluntary settlement | Assured  
A tenant complained to the Ombudsman following Grwp Gwalia’s (“the Housing Association”) delay in undertaking agreed works.

Newsletter: In Brief Issue 10 - (15/04/2016)
15 Apr 16
Newsletter: In Brief Issue 10 - (15/04/2016)

Complaint reference 201406197 - Anti-social behaviour
22 Mar 16 - Not upheld | Secure  
A tenant complaint about the council arose from continuing noise issues she was experiencing with her neighbour.

Complaint reference 201501305 - Anti-social behaviour
22 Mar 16 - Upheld | Secure  
Tenants complained that the council failed to follow policies and procedures on anti-social behaviour when investigating their complaints about their neighbour.

Complaint reference 201502341 - Allocations
22 Mar 16 - Secure  
A tenant complained about the removal of harassment points from her housing application

Complaint reference 201405676 - Complaint handling
22 Mar 16 - Upheld | Secure  
A tenant owned a property, behind which were three garages. Planning consent was granted for one of the garages to be converted into an office.

Complaint reference 201306042 - Complaint handling
22 Mar 16 - Upheld | Secure  
A tenant complained that the step at the gated footpath access to her house was broken by a contractor who was working for the council.

Newsletter: In Brief Issue 9 - (10/03/2016)
10 Mar 16
Newsletter: In Brief Issue 9 - (10/03/2016)

Complaint reference 201407227 - Tenancy management
16 Feb 16 - Upheld | Secure  
A tenant gave notice to the housing association to terminate her tenancy.

Complaint reference 201405881 - Repairs
16 Feb 16 - Partly upheld | Secure  
A tenant owned a property in Edinburgh. In 2007 the council issued a statutory notice requiring repairs to a rooftop drying green shared by several properties.

Complaint reference 201501345 - Complaint handling
16 Feb 16 - Upheld | Secure  
A tenant complained that the council had not handled his correspondence and complaints reasonably.

Newsletter: In Brief Issue 8 - (04/02/2016)
04 Feb 16
Newsletter: In Brief Issue 8 - (04/02/2016)

Complaint reference 201504282 - Repairs
29 Jan 16 - Quick fix & Voluntary settlement | Assured  
The complainant Mr F complained that Cardiff Community Housing Association Ltd ('the Association') had failed to deal adequately with a leak in the roof of its building.