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 201304343 - Complaint handling, Repairs
23 Jul 14 - Formally resolved | Assured  
A tenant complained about water penetrating into her flat from around her bedroom and living room windows and complained that the problem was not resolved and the water penetration continued.

Complaint reference 201306463 - Anti-social behaviour, Complaint handling
23 Jul 14 - Resolved by a designated person (Tenant panel) | Assured  
A tenant complained about how her landlord dealt with an incident involving her and a neighbour, and in particular about the landlord’s decision to send her a letter stating that her actions constituted a serious breach of her tenancy.

Complaint reference 201304322 - Complaint handling, Estate services, Tenancy management
23 Jul 14 - Formally resolved | Assured  
A tenant complained about how his landlord dealt with his reports of a pest infestation and about how his formal complaint about the matter was handled.

Complaint reference 201308650 - Complaint handling, Home ownership and leasehold
23 Jul 14 - Formally resolved | Leasehold  
A leaseholder complained that the landlord did not undertake sufficient consultation, or communicate its intentions, before carrying out works to the on-site Court Manager’s accommodation.

Complaint reference 201304223 - Allocations, Tenancy management
25 Jun 14 - Partly upheld | Secure  
Tenants complained that the council unreasonably refused to make them a downsizing incentive payment when they moved, and did not reply to their correspondence within the published time limits for doing so.

Complaint reference 201303066 - Tenant rent and service charges
25 Jun 14 - Partly upheld | Secure  
A tenant complained that the council unreasonably declined to issue her with a right to buy certificate because she had uncollected council tax arrears.

Complaint reference 201301868 - Homelessness
25 Jun 14 - Not upheld | Secure  
A complaint that temporary bed and breakfast accommodation used by the council was dirty and the gas boiler was unsafe.

Complaint reference 201305369 - Anti-social behaviour
25 Jun 14 - Not upheld | Secure  
A tenant complained that when she experienced antisocial behaviour from her neighbour, the landlord did not follow the relevant policies and procedures in relation to this.

Complaint reference 201302417 - Staff and customer services, Tenancy management
25 Jun 14 - Not upheld | Ex-occupier  
A tenant claimed that the landlord disposed of some of her posessions despite agreeing that she could retain them in the property following the termination of her tenancy.

Complaint reference 201201242 - Repairs, Tenancy management
25 Jun 14 - Partly upheld | Secure  
A tenant complained that the landlord unreasonably sought to charge him for works carried out after he left the tenancy and put the matter in the hands of debt recovery agents without first contacting him.

Complaint reference 201306163 - Complaint handling, Repairs
25 Jun 14 - Locally resolved – with support | Assured  
A tenant complained about the amount of time the landlord was taking to respond to her stage 3 complaint about outstanding repairs.

Complaint reference 201311493 - Complaint handling, Tenancy management
25 Jun 14 - Locally resolved – with support | Assured  
A tenant complained about a Notice which had been served on him by his landlord which had implications for the security of his tenancy.

Complaint reference 201303304 - Complaint handling, Repairs
25 Jun 14 - Locally resolved – with intervention | Assured  
A tenant complained about how her landlord had responded to her reports of damp and other disrepair issues at her property.

Complaint reference 201304427 - Adaptations
21 May 14 - Not upheld | Secure  
A tenant complained that the council did not give him financial assistance towards the costs of installing a shower, which he said was required due to his medical conditions.

Complaint reference 201304407 - Repairs
21 May 14 - Not upheld | Secure  
A complaint that the council refused to fit locks to the windows of a property to prevent burglaries at the property.

Complaint reference 201302813 - Repairs
21 May 14 - Partly upheld | Secure  
A tenant complained that works carried out on his property through a council housing improvement programme were undertaken in-house, without going out to tender.

Complaint reference 201204866 - Home ownership and leasehold, Tenancy management
21 May 14 - Partly upheld | Secure  
A tenant complained that the council gave him incorrect information three times during his Right to Buy application.

Complaint reference 201306672 - Repairs
15 May 14 - Quick fix & Voluntary settlement | Assured  
A tenant complained that there was a lack of progression and communication from the landlord with her complaint about an ongoing problem with damp in her property.

Complaint reference 201302899 - Complaint handling
15 May 14 - Quick fix & Voluntary settlement | Assured  
A tenant complained that her landlord had refused to agree to an adaptation request for a downstairs toilet which she needed in light of her medical condition.

Complaint reference 201306293 - Repairs
15 May 14 - Quick fix & Voluntary settlement | Assured  
A tenant complained about the landlord's lack of communication between the organisation and contractors employed to carry out various works on his property.

Complaint reference 201304514 - Repairs
15 May 14 - Quick fix & Voluntary settlement | Assured  
Tenants complained that the landlord delayed unreasonably in completing work to their bathroom during which time they were without bathing facilities.

Complaint reference 201305316 - Repairs
15 May 14 - Quick fix & Voluntary settlement | Assured  
A tenant complained that, having made a number of telephone calls to the landlord regarding a faulty boiler, and having an engineer attend his property on a number of occasions, the boiler was never adequately repaired.

Complaint reference 201204692 - Adaptations
15 May 14 - Upheld | Secure  
A tenant who had a health condition which affected his mobility and ability to undertake many tasks made a number of complaints about the council.

Complaint reference 201305430 - Repairs
15 May 14 - Quick fix & Voluntary settlement | Secure  
A tenant complained that the landlord had failed to satisfactorily communicate with her regarding the complaints of damp and mould in her home.

Complaint reference 201308739 - Repairs
30 Apr 14 - Assured  
A tenant complained about the length of time her landlord took to confirm that there was damp in her property, and to then carry out the required repairs.

Complaint reference 201300961 - Home ownership and leasehold
30 Apr 14 - Leasehold  
A leaseholder group complained that the landlord told them it had identified an interim (less expensive) contractor. However the existing contractor continued to provide the service, leading to residents receiving higher than expected service charge bills.

Complaint reference 201301538 - Repairs
30 Apr 14 - Assured  
A tenant complained about disrepair to her back door and said she wanted her landlord to replace the door and offer her compensation with respect to her damaged belongings, loss of earnings and distress.

Complaint reference 201302648 - Tenant rent and service charges
30 Apr 14 - Assured  
A tenant complained that her rent account was in arrears despite having arranged some years previously to pay by direct debit.

Complaint reference 201200268 - Allocations, Tenancy management
30 Apr 14 - Applicant  
A tenant of a Housing Co-operative complained that the Co-op did not follow its allocations procedure when handling his application for a transfer.

Complaint reference 201203592 - Estate services
29 Apr 14 - Partly upheld | No relationship  
A case where the landlord did not deal properly with a complaint about parking problems at a site where the complainant rented a garage.