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 201401874 - Tenancy management
25 Aug 15 - Not upheld | Secure
A tenant was unhappy with the housing association's invoice for repairs to his former property. The charges related to work done after he had moved out, but the tenant felt he had left the property in a good condition, which meant he was not liable for the full amount.

Complaint reference 201403887 - Home ownership and leasehold
25 Aug 15 - Not upheld | Secure
A tenant complained that her housing association had failed to process her Right to Buy application properly.

Complaint reference 201403951 - Anti-social behaviour
25 Aug 15 - Not upheld | Secure
A tenant said that she and her mother had lived in their house for more than 35 years but that, in 2012, they began to suffer noise nuisance from their neighbours.

Complaint reference 201200387 - Complaint handling
25 Aug 15 - Partly upheld | Secure
A tenant complained about the council's handling of his social work complaint.

Complaint reference 201401233 - Tenancy management
25 Aug 15 - Not upheld | Secure
A tenant complained on behalf of another tenant. She said that Ms A had agreed to move out of her property temporarily in order to allow repairs to be carried out.

Complaint reference 201400849 - Homelessness
31 Jul 15 - Upheld | Applicant  
A complaint that the council removed a homeless housing applicant from the housing list without a valid or legal reason, and refused to explain its decisions to suspend his application and remove him from the list.

Complaint reference 201409581 - Anti-social behaviour
31 Jul 15 - Quick fix & Voluntary settlement | Secure  
A tenant complained that the council had failed to take appropriate action in relation to complaints of her neighbour's anti social behaviour.

Complaint reference 201500822 - Allocations, Homelessness
31 Jul 15 - Quick fix & Voluntary settlement | Applicant  
Mr and Mrs F complained that the Association let a property that their son was interested in outside of the allocations policy.

Complaint reference 201306498
31 Jul 15 - Upheld | Secure  
A tenant complained that the Council had copied, used and kept on file a copy of Ms A’s personal writings without her knowledge or permission.

Complaint reference 201407009 - Repairs
21 Jul 15 - Not upheld | Secure
A tenant complained that she was entitled to withold her rent as she did not have a full tenancy - because she was restricted to one room following problems with her boiler.

Complaint reference 201401439 - Repairs
21 Jul 15 - Upheld | Secure
Tenants complained about the information given ahead of works to be carried out, and about issues with the quality of this work, and damage to their property.

Complaint reference 201405598 - Allocations
21 Jul 15 - Not upheld | Secure
A tenant was awarded housing points following a series of reports of anti-social behaviour. These points placed the tenant higher on the waiting list for an appropriate property.

Complaint reference 201406085 - Anti-social behaviour
21 Jul 15 - Not upheld | Secure
A tenant complained about the way the housing association had considered his complaints about anti-social neighbours. He did not think they had taken appropriate steps to investigate his concerns about the noise two separate neighbours were making.

Complaint reference 201305354 - Complaint handling
21 Jul 15 - Not upheld | Secure
A tenant complained about the council's social work service's decision to create a child protection plan in relation to his partner's child's welfare.

Complaint reference 201305986 - Repairs
21 Jul 15 - Partly upheld | Secure
The council had authorised entry to their contractor to a site adjacent to a tenant's street via his street, which is an unadopted road.

Complaint reference 201404332 - Repairs
21 Jul 15 - Partly upheld | Secure
A tenant moved to a different council property because her previous property was due to be demolished.

Complaint reference 201406751 - Tenant rent and service charges
21 Jul 15 - Upheld | Secure
When a tenant moved out of his property, into a larger council property, he was sent a bill for rechargeable repairs that needed to be carried out.

Complaint reference 201400141 - Repairs
16 Jun 15 - Not upheld | Secure  
A tenant complained that the housing association forced entry to his flat, although he had contacted them before he left to tell them he would be away.

Complaint reference 201404159 - Repairs
16 Jun 15 - Not upheld | Secure  
A tenant complained that his landlord did not take reasonable action when he reported noise from loose floorboards in the flat upstairs.

Complaint Reference 201407313 - Repairs
16 Jun 15 - Upheld | Secure
A tenant damaged central heating pipework under her floor. She did not dispute the fact that the cost of the repair should be recharged to her.

Complaint reference 201407030 - Complaint handling
16 Jun 15 - Not upheld | Secure
A tenant complained that a close family friend she took along to an independently chaired complaint meeting was not allowed to speak on Mrs C's behalf or ask questions.

Complaint reference 201405000 - Repairs
16 Jun 15 - Upheld | Secure  
A tenant complained that the council delayed carrying out repairs and upgrade works to her home.

Complaint reference 201305833 - Tenant rent and service charges
16 Jun 15 - Partly upheld | Secure
Tenants complained on behalf of their son about recharges made for alterations and damage to a property when the tenancy ended.

Complaint reference 201304248 - Homelessness
14 May 15 - Upheld | Applicant  
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.