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 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 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'.

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