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

 
 
 
 

About this service

  • 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 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.

Complaint reference 201504058 - Repairs
29 Jan 16 - Quick fix & Voluntary settlement | Assured  
A tenant complained that Linc-Cymru had unnecessarily delayed the completion of repairs at her rental property.

Complaint reference 201500139 - Staff and customer services
23 Jan 16 - Upheld | Secure  
A tenant complained that she and her mother had experienced significant problems with the Council’s assisted refuse collection service since July 2013.

Complaint reference 201502823 - Staff and customer services
23 Jan 16 - Quick fix & Voluntary settlement | Secure  
A tenant complained that there was a lack of communication from Wrexham County Borough Council’s ('the Council') Occupational Therapy Service during the disabled facilities grant process, and said it had failed to fully address her concerns about the OT assessment and the service provided.

Complaint reference 201503184 - Estate services
23 Jan 16 - Quick fix & Voluntary settlement | Assured  
A tenant complained that Derwen Cymru were not providing maintenance to street lighting, grass verges and a surface water soak away around his home.

Complaint reference 201501336 - Anti-social behaviour
23 Jan 16 - Quick fix & Voluntary settlement | Secure  

Complaint reference 201403291 - Homelessness
23 Jan 16 - Quick fix & Voluntary settlement | Secure  
A tenant suggested that Ceredigion County Council ('the Council') had not managed her housing applications correctly.

Complaint reference 201406051 - Allocations
23 Jan 16 - Quick fix & Voluntary settlement | Assured  
A tenant indicated that Cymdeithas Tai Cantref ('Cantref') had not taken its decision to permanently assign a property ('the Property'), which it had offered to her, to another person ('Ms G'), properly.

Complaint reference 201503886 - Staff and customer services
23 Jan 16 - Quick fix & Voluntary settlement | Assured  
A tenant was unhappy about the delay in processing his application for a transfer to more suitable accommodation.

Complaint reference 201504044 - Repairs
23 Jan 16 - Quick fix & Voluntary settlement | Assured  
A tenant complained that their housing association failed to repair his hot water and bathing facilities.

Complaint reference 201503564 - Repairs
23 Jan 16 - Quick fix & Voluntary settlement | Secure  
A tenant complaint related to several aspects surrounding a visit by an operative of Cardiff Council ('the Council') to carry out repair work.

Complaint reference 201503614 - Repairs
23 Jan 16 - Quick fix & Voluntary settlement | Secure  
Two tenants complained to the Ombudsman about the lack of communication and the poor service received from Cardiff Council ('the Council').

Complaint reference 201404784 - Complaint handling
19 Jan 16 - Partly upheld | Secure  
A tenant complained that he had been unreasonably asked for rent in advance and pursued for this by the housing association, which caused him stress and anxiety.

Complaint reference 201405808 - Repairs
19 Jan 16 - Not upheld | Secure  
A tenant, who is an advocacy worker, complained on behalf of her client (Ms A) that the housing association failed to adequately respond to Ms A's concerns that her flat was not secure.