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

HouseMark Scotland Issue 11 - (28/07/2016)
28 Jul 16
HouseMark Scotland Issue 11 - (28/07/2016)

Complaint Reference 201506860 - Repairs
27 Jul 16 - Quick fix & Voluntary settlement | Assured  
A tenant complained because their landlord had not responded to his request for an adapted bathroom to be reinstated to a family bathroom.

Complaint Reference 201505257 - Repairs
27 Jul 16 - Quick fix & Voluntary settlement | Assured  
A tenant complained that their landlord had failed to adequately respond to damp problems in a flat owned by her and her brother under a leasehold agreement.

Reference Complaint 201506471 - Repairs
27 Jul 16 - Quick fix & Voluntary settlement | Assured  
A tenant complained to the Ombudsman following the fitting of a waste pipe in his property, resulting in water leaks that damaged his home.

Complaint Reference 201507097 - Repairs
27 Jul 16 - Quick fix & Voluntary settlement | Assured  
A tenant complained of failure to carry out repair work to his property which had been caused by a building company contracted by landlord carrying out work to his neighbour’s property.

Complaint Reference - Repairs
27 Jul 16 - Quick fix & Voluntary settlement | Assured  
A tenant complained that her landlord has not dealt with a matter of water penetration and damp at her home, promptly, and to a satisfactory standard.

Complaint Reference 201600373 - Repairs
27 Jul 16 - Quick fix & Voluntary settlement | Secure  
A tenant complained that the landlord had failed to respond and deal adequately with damp and water ingress problems at his home.

Complaint Reference 201506924 - Repairs
27 Jul 16 - Quick fix & Voluntary settlement | Assured  
A tenant complained a landlord's contractor caused damage to her property when it carried out improvement works, funded by a Disabled Facilities Grant.

Complaint Reference 201506999 - Repairs
27 Jul 16 - Quick fix & Voluntary settlement | Assured  
A tenant complained about several repair issues regarding the condition of her property when her tenancy began in May 2015.

Complaint Reference 201601096 - Repairs
27 Jul 16 - Quick fix & Voluntary settlement | Assured  
A tenant complained that the landlord had failed to respond effectively in order to repair a defective central heating system in his home.

Complaint Reference 201600987 - Repairs
27 Jul 16 - Quick fix & Voluntary settlement | Assured  
A tenant complained to the Ombudsman about the condition of her kitchen which was old and in a state of disrepair.

Complaint Reference 201505489 - Estate services
27 Jul 16 - Quick fix & Voluntary settlement | Assured  
A tenant complained to her landlord about the height of her neighbours hedge.

Complaint Reference 201506518 - Repairs
27 Jul 16 - Quick fix & Voluntary settlement | Assured  
A tenant complained to his landlord about works carried out to his property under a Disabled Facilities Grant.

Complaint Reference 201507764 - Anti-social behaviour
26 Jul 16 - Upheld | Secure  
A tenant complained that the landlord did not take appropriate action after experiencing ongoing anti-social behaviour from one of his neighbours.

Complaint Reference 201508605 - Repairs
26 Jul 16 - Not upheld | Secure  
A tenant complained that the landlord was failing to carry out repairs to his home in line with their obligations under the tenancy agreement.

Complaint Reference 201508074 - Repairs
26 Jul 16 - Not upheld | Secure  
Tenant complained that he was never told that he would be liable for repair costs.

Complaint Reference 201508651 - Repairs
26 Jul 16 - Not upheld | Secure  
A tenant complained that the council did not take reasonable steps to address water ingress in her home.

Newsletter: In Brief Issue 13 - (19/07/2016)
19 Jul 16
Newsletter: In Brief Issue 13 - (19/07/2016)

HouseMark Scotland Issue 10 - (01/07/2016)
01 Jul 16
HouseMark Scotland Issue 10 - (01/07/2016)

Complaint reference 201507621 - Repairs
21 Jun 16 - Partly upheld | Secure  
A tenant complained that the housing association delayed in dealing with water ingress to his home.

Complaint reference 201507940 - Complaint handling, Repairs
21 Jun 16 - Partly upheld | Secure  
A tenant complained about ongoing issues with damp in her property and how long the repairs for this had taken.

Complaint reference 201508513 - Anti-social behaviour
21 Jun 16 - Not upheld | Secure  
A tenant complained about the lack of action taken by the council when she reported noise and other nuisance or anti-social behaviour from her neighbour, a council tenant.

Newsletter: In Brief Issue 12 - (15/06/2016)
15 Jun 16
Newsletter: In Brief Issue 12 - (15/06/2016)

Complaint reference 201407697 - Repairs
17 May 16 - Upheld | Secure  
A tenant complained about dampness issues on behalf of her client.

Complaint reference 201501536 - Repairs
17 May 16 - Upheld | Secure  
A tenant complained that the housing association unreasonably failed to carry out work on her kitchen to the agreed specifications.

Complaint reference 201503760 - Anti-social behaviour
17 May 16 - Not upheld | Secure  
A tenant said that since her neighbour moved next door, she had been disturbed and upset by her neighbour's anti-social behaviour.

Complaint reference 201503924 - Repairs
17 May 16 - Upheld | Secure  
A tenant complained about the housing association on behalf of Mr A, a former tenant, regarding charges he had received for repairs required after he had left his property.

Complaint reference 201502012 - Repairs
17 May 16 - Not upheld | Secure  
Two tenants complained about the standard of work undertaken at their property by a company installing insulated cladding.

Complaint reference 201503957
17 May 16 - Upheld | Secure  
A tenant, who is a landlord, asked the council to pay his tenant's housing benefit directly to himself.

Complaint reference 201504184 - Repairs
17 May 16 - Upheld | Secure  
A tenant complained about the council after waiting over a year for repairs to the front door of his council tenancy.