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 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 201403896 - Repairs
02 Feb 15 - Quick fix & Voluntary settlement | Assured  
Tenants complained that the landlord had not completed work it promised to remedy existing damp in the outhouse of their property, and that it failed to carry out improvement works to the kitchen as promised.

Complaint reference 201403787 - Housing benefit
02 Feb 15 - Quick fix & Voluntary settlement | Assured  
A tenant complained that the landlord had failed to refund an underpayment of housing benefit paid to his rent account by the Council.

Complaint reference 201402962 - Repairs
02 Feb 15 - Quick fix & Voluntary settlement | Secure  
A tenant complained that the council had failed to communicate effectively with her in relation to the condition of her washing machine, which was damaged as a result of a leak caused by contractors.

Complaint reference 201403668 - Tenant rent and service charges
02 Feb 15 - Quick fix & Voluntary settlement | Assured  
A tenant complained that the landlord failed to provide residents of a sheltered housing block with 28 days notice of the decision to increase rental charges, and failed to consult with residents on the reasons for increase in charges.

Complaint reference 201306391 - Complaint handling
02 Feb 15 - Quick fix & Voluntary settlement | Assured  
A tenant was dissatisfied with the way the landlord handled her complaints about her neighbour cutting down a tree boundary / hedge and building a wall.

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 201403226 - Repairs
19 Jan 15 - Not upheld | Secure  
A tenant complained that she had been complaining for a number of years about the dampness affecting her flat, but the landlord had not attended to the problem properly.

Complaint reference 201403021 - Repairs
19 Jan 15 - Upheld | Secure  
Tenants complained about a bill the council issued to them for rechargable repairs.

Complaint reference 201403213 - Repairs
19 Jan 15 - Resolved | Secure  
A tenant complained that the council had failed to take reasonable steps to investigate his complaint about a defect in the drainage pipe serving his house.

Complaint reference 201401961 - Repairs
19 Jan 15 - Not upheld | Secure  
A tenant complained that the council unreasonably charged him for repairs after he vacated their property

Complaint reference 201401965 - Repairs, Tenant rent and service charges
19 Jan 15 - Not upheld | Secure
A tenant complained to the council that she had been unable to live in the property since the tenancy commenced due to water ingress and dampness

Complaint reference 201306184 - Repairs
19 Jan 15 - Not upheld | Secure  
A tenant complained that there was an unacceptable delay in rehousing him after he suffered a number of incidences of water penetration which appeared to come from the property above

Complaint reference 201304742 - Complaint handling, Repairs
19 Jan 15 - Not upheld | Secure  
Tenants complained that the council refused to answer their complaints, that they themselves had to pay the costs of urgent repair jobs at the property, and that the council refused to carry out other work

Complaint reference 201304473 - Repairs
19 Jan 15 - Not upheld | Secure  
Tenants complained that they were having ongoing problems with their central heating and boiler, and that they incurred extra costs in their heating bills as a result of the problems not being fixed

Complaint reference 201305159 - Anti-social behaviour
19 Jan 15 - Partly upheld | Secure  
A tenant complained about the landlord's handling of his representations about an incident that led to action being taken against him

Complaint reference 201401463 - Tenancy management
19 Jan 15 - Not upheld | Secure  
A tenant who lived in a bedsit but wanted to move to a one bedroomed flat complained that the landlord did not tell him in advance that its housing policy was changing, which resulted in his application being adversly affected

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.