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 201400303 - Tenant rent and service charges
04 Feb 15 - Not upheld | Secure  
A tenant complained that the landlord had not given him accurate information about whether he was liable to pay the spare room supplement or 'bedroom tax'.

Complaint reference 201204693 - Adaptations
02 Feb 15 - Upheld | Assured  
A tenant complained about a decision by the landlord not to install a walk in shower in her bathroom, and the explanations it gave about that.

Complaint reference 201301753 - Allocations
02 Feb 15 - Upheld | Applicant  
A tenant complained about the council’s handling of her housing application and the way it had let properties on the only street she wished to be considered for accommodation on.

Complaint reference 201405229 - Repairs
02 Feb 15 - Quick fix & Voluntary settlement | Secure  
A tenant complained as she was concerned that there would be a delay in additional works being carried out to her heating system, due to the contractor waiting for the council's permission to carry out the works.

Complaint reference 201306052 - Allocations, Homelessness, Tenancy management
02 Feb 15 - Quick fix & Voluntary settlement | Secure  
A tenant complained about the way that the Council dealt with her homelessness and housing application. In particular, she said that the Council failed to take her reports of domestic violence seriously and failed to identify her housing needs.

Complaint reference 201404651 - Estate services
02 Feb 15 - Quick fix & Voluntary settlement | Secure  
A tenant was unhappy that a boundary wall on his property was removed by the Council and about delays in installing a new fence along the relevant boundary.

Complaint reference 201405595 - Repairs
02 Feb 15 - Quick fix & Voluntary settlement | Assured  
A tenant complained that the landlord had levied a re-charge of £340 on her housing rental account, arising from a disputed call-out.

Complaint reference 201400045 - Repairs
19 Jan 15 - Not upheld | Secure  
A tenant complained to the landlord about their responses to her requests for repairs.

Complaint reference 201400205 - Tenancy management
19 Jan 15 - Not upheld | Secure  
A tenant was unhappy that the landlord failed to provide him with sufficient information when he signed his tenancy agreement.

Complaint reference 201401055 - Repairs
19 Jan 15 - Not upheld | Secure  
A tenant who suffers from a medical condition complained to the landlord that the electric storage heaters in her property were ineffective, and requested that gas central heating be installed, which she said would relieve some of her medical symptoms.

Complaint reference 201407195 - Complaint handling, Repairs
07 Jan 15 - Locally resolved – with intervention | Assured  
A tenant complained that he was without a working boiler for six weeks, he also complained that during this time the landlord’s contractor failed to keep appointments, resulting in a loss of earnings due to time taken off work.

Complaint reference 201310999 - Repairs
07 Jan 15 - Maladministration | Assured  
A tenant complained about the way his landlord dealt with a leak in his bedroom wall and about the way the landlord handled his resulting complaint.

Complaint reference 201401491 - Estate services, Repairs
07 Jan 15 - Formally resolved | Secure  
A tenant complained about the way his landlord dealt with the six-day period the lift in his building (made up of ten floors) was out of order.

Complaint reference 201301808 - Complaint handling, Tenancy management
22 Dec 14 - No maladministration | Assured  
A tenant complained about her landlord’s communications with Social Services following a dispute between her partner and the landlord’s contractors.

Complaint reference 201402285 - Anti-social behaviour, Complaint handling
22 Dec 14 - Locally resolved – with intervention | Assured  
A tenant complained about how his landlord had dealt with his reports that his property was unsafe, and about how it had dealt with his reports of anti-social behaviour.

Complaint reference 201407585 - Complaint handling, Repairs
22 Dec 14 - Locally resolved – with intervention | Assured  
The tenant, a disabled person who is largely housebound, complained about how her landlord dealt with repairs to her boiler that left her without heating and hot water for six days.

Complaint reference 201400587 - Housing benefit, Tenant rent and service charges
18 Dec 14 - Upheld | Secure  
A tenant complained that, although he was awarded backdated housing benefit, the landlord did not refund the overpayment until he wrote to ask about this seven weeks later.

Complaint reference 201306105 - Repairs
18 Dec 14 - Upheld | Secure  
A tenant complained about the time the landlord took to rewire his property and the time it then took to make the disruption payment he was entitled to.

Complaint reference 201402551 - Allocations, Homelessness
18 Dec 14 - Not upheld | Secure  
An applicant assessed as being involuntarily homeless complained that the accommodation he had been offered was unreasonable given his health issues.

Complaint reference 201401600 - Repairs
18 Dec 14 - Not upheld | Secure  
A tenant claimed compensation from the council because she said there was damage to her home when a new central heating system was installed.

Complaint reference 201305831 - Homelessness
18 Dec 14 - Resolved | Applicant  
A resident in homeless accommodation provided by the council complained that it had acted unreasonably in not accepting arrangements he made for his belongings to be delivered to a family member when his place was cancelled.

Complaint reference 201301805 - Tenancy management
18 Dec 14 - Upheld | Secure  
A tenant complained that the council removed items from her former tenancy in spite of a council officer agreeing that they would be offered for sale to the new tenant, and that she would remove them if the tenant did not want them.

Complaint reference 201301290 - Allocations, Tenancy management
18 Dec 14 - Not upheld | Secure  
A tenant complained that the council told her they would cover the costs of her move under the transfer incentive scheme, however she was then charged much more than she had been led to expect for repairs to her former property after she moved out.

Complaint reference 201200401 - Repairs
18 Dec 14 - Not upheld | Secure  
A tenant complained that the council did not do enough to sort out dampness in her former home, she said that it caused mould and that items of personal property were ruined because of this.

Complaint reference 201402200 - Allocations, Complaint handling, Estate services
18 Nov 14 - Partly upheld | Secure  
A tenant complained that the landlord did not respond to her online enquiry form and did not keep her updated about her status on the housing transfer list.

Complaint reference 201305568 - Repairs, Staff and customer services, Tenant rent and service charges
18 Nov 14 - Partly upheld | Secure  
A tenant complained about a number of issues including a claim that the property she rented from the landlord was not in a tenantable condition.

Complaint reference 201300210 - Allocations
18 Nov 14 - Not upheld | Secure  
A tenant complained about the way the landlord dealt with her application for housing and that it did not assess her medical priority in line with its policy.

Complaint reference 201400634 - Anti-social behaviour
18 Nov 14 - Not upheld | Secure  
Tenants complained that the council failed to force the landlord of a neighbouring property to repair and soundproof their premises.

Complaint reference 201304236 - Repairs
18 Nov 14 - Upheld | Secure  
A tenant complaint that the council unreasonably failed to carry out repairs to prevent water coming into the property, despite her contacting the council many times about the issue.

Complaint reference 201302920 - Housing benefit
18 Nov 14 - Not upheld | Secure  
A complaint that the council did not reasonably assess a tenant's income and expenditure when determining their entitlement to a discretionary housing payment.