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 201304248 - Homelessness
14 May 15 - Upheld | Secure  
A tenant complained about the way that the Council dealt with her housing and homelessness applications between September 2011 and September 2013.

Complaint reference 201304661 - Tenancy management
14 May 15 - Upheld | Assured  
A tenant is wheel-chair bound and has Gentamicin (an antibiotic) poisoning. He lives alone in a flat which is part of a sheltered housing complex.

Complaint reference 201401240 - Homelessness
14 May 15 - Not upheld | Secure  
A tenant complained that the actions of the Council’s Homeless Prevention Officer (“the HPO”) in finding him accommodation, caused him and his family to become homeless.

Complaint reference 201408353 - Repairs
14 May 15 - Quick fix & Voluntary settlement | Secure  
A tenant contacted the Council in July 2014 about a problem with mould in her living room. After an inspection visit, remedial works were identified and scheduled to be completed within 25 days.

Complaint reference 201409606 - Housing benefit
14 May 15 - Quick fix & Voluntary settlement | Secure  
Ms B complained about her Housing Benefit entitlement ...

Complaint reference 201408945 - Repairs
14 May 15 - Quick fix & Voluntary settlement | Secure  
A tenant complained about a works order raised to repair the guttering on his property, which was originally raised in August 2014, and only partly completed in October.

Complaint reference 201406076 - Estate services
14 May 15 - Quick fix & Voluntary settlement | Assured  
A tenant complained that bees had been entering her property for the past four years. Mrs X claimed the bees were entering her property through the attic space and the fireplace in the lounge.

Complaint reference 201405851 - Repairs
14 May 15 - Quick fix & Voluntary settlement | Assured  
A tenant raised a complaint regarding repairs to her chimney which was first reported to the Housing Association in March 2013.

Complaint reference 201405885 - Repairs
14 May 15 - Quick fix & Voluntary settlement | Secure  
A tenant complained that the Council took too long to carry out repairs in his home, and that it kept saying the delay was the fault of the Contractors. But the Contractor was saying it was waiting for the Council.

Complaint reference 201401583 - Repairs
14 May 15 - Quick fix & Voluntary settlement | Assured  
A tenant raised various matters of concern about the works being undertaken at his property, Y Street, by Newport City Homes’ (“NCH”) contractors and sub-contractors under NCH’s Improvement Project / Programme.

Complaint reference 201402307 - Complaint handling
14 May 15 - Quick fix & Voluntary settlement | Secure  
A tenant complained that an officer at the Council made an offensive remark about the him, which he overheard.

Complaint reference 201409296 & 201409297
14 May 15 - Quick fix & Voluntary settlement | Secure  
Two tenants complained that Council employees had obtained unlawful access to her medical records held by the Local Health Board.

Complaint reference 201305965 - Tenant rent and service charges
20 Apr 15 - Partly upheld | Secure  
A former tenant complained that he was unfairly charged for rechargeable works after vacating a property, and that he had not been made aware of his responsibilities before the end of his tenancy.

Complaint reference 201303023 - Repairs
20 Apr 15 - Partly upheld | Secure
A tenant complained that the landlord did not provide appropriate information on how to use her heating system which she complained led to higher than necessary heating bills

Complaint reference 201403008 - Housing benefit, Tenant rent and service charges
20 Apr 15 - Partly upheld | Secure
A tenant complained about the way the council handled changes to her council tax when she started work and stopped getting employment support allowance.

Complaint reference 201201266 - Allocations, Tenancy management
18 Mar 15 - Not upheld | Secure  
A tenant who lived in overcrowded conditons with her children complained that she had been waiting ten years for an offer of a suitable three-bedroom property, and that she had not been offered properties in areas where she could live.

Complaint reference 201401584 - Tenant rent and service charges
18 Mar 15 - Not upheld | Secure  
A tenant complained that he was unfairly charged for arrears for a tenancy which he ended after only a few days.

Complaint reference 201402498 - Tenancy management
18 Mar 15 - Not upheld | Secure  
A tenant complained that the landlord was unfair in telling her to remove a caravan and a satellite dish from her property.

Complaint reference 201404348 - Anti-social behaviour
18 Mar 15 - Not upheld | Secure  
A tenant complained about how the council handled his concerns about nuisance and anti-social behaviour.

Complaint reference 201404075 - Complaint handling
18 Mar 15 - Not upheld | Secure  
A tenant complained about the council's decision to demolish a tenement building containing her three flats. She complained about the council's communication with her, and about the way they addressed problems with the building.

Complaints reference 201402187 - Repairs
18 Mar 15 - Investigation discontinued: other | Secure  
A tenant complained about the council's handling of repairs to her bathroom. She complained that there were delays in carrying out the repairs and that she had experienced poor communication with the council and contractors.

Complaint reference 201404177 - Tenant rent and service charges
18 Mar 15 - Partly upheld | Secure  
A tenant complained that he had to pay a service charge while he was in temporary accommodation. He also complained that the council did not process his medical assessment form in line with their procedure, and did not communicate properly with him about an offer of housing.

Complaint reference 201402112 - Tenant rent and service charges
18 Mar 15 - Not upheld | Secure  
After a tank in her loft burst, a tenant submitted a compensation claim to the council. They wrote to her with an offer of compensation, but said that she would not receive any money as it would be set against her council tax arrears.

Complaint reference 201400984
18 Mar 15 - Resolved | Secure  
A tenant complained that the council repeatedly issued incorrect council tax notices and, when his tenant left, failed to apply exemption he was due for a property he let out.

Complaint reference 201401683 - Home ownership and leasehold
17 Feb 15 - Upheld | Secure  
A tenant complained that the landlord delayed in processing an application to buy her home, and that it took seven months for them to issue her with an offer, which should have been issued within two months.

Complaint reference 201402729 - Repairs
17 Feb 15 - Not upheld | Secure  
A tenant complained to the council about continuing problems with dampness, and that council officers had not responded reasonably to his emails and calls.

Complaint reference 201403673 - Repairs
17 Feb 15 - Not upheld | Secure  
A tenant complained that he received a bill for the replacement of interior doors after he had carried out the repairs himself.

Complaint reference 201402719 - Staff and customer services
17 Feb 15 - Not upheld | Secure  
A disabled man complained that the council failed to make reasonable adjustments to its service in order to meet his needs.

Complaint reference 201401329 - Repairs
17 Feb 15 - Upheld | Secure  
Mrs C said there were delays in carrying out several repairs, and the council failed to return her calls or communicate with her, except when she made formal complaint.

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'.