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 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.

Complaint reference 201407585 - Complaint handling, Repairs
22 Dec 14 - Locally resolved – with intervention | Assured  
The tenant, a disabled person who is largely housebound, complained about how her landlord dealt with repairs to her boiler that left her without heating and hot water for six days.

Complaint reference 201400587 - Housing benefit, Tenant rent and service charges
18 Dec 14 - Upheld | Secure  
A tenant complained that, although he was awarded backdated housing benefit, the landlord did not refund the overpayment until he wrote to ask about this seven weeks later.

Complaint reference 201306105 - Repairs
18 Dec 14 - Upheld | Secure  
A tenant complained about the time the landlord took to rewire his property and the time it then took to make the disruption payment he was entitled to.

Complaint reference 201402200 - Allocations, Complaint handling, Estate services
18 Nov 14 - Partly upheld | Secure  
A tenant complained that the landlord did not respond to her online enquiry form and did not keep her updated about her status on the housing transfer list.

Complaint reference 201305568 - Repairs, Staff and customer services, Tenant rent and service charges
18 Nov 14 - Partly upheld | Secure  
A tenant complained about a number of issues including a claim that the property she rented from the landlord was not in a tenantable condition.

Complaint reference 201300210 - Allocations
18 Nov 14 - Not upheld | Secure  
A tenant complained about the way the landlord dealt with her application for housing and that it did not assess her medical priority in line with its policy.

Complaint reference 201400634 - Anti-social behaviour
18 Nov 14 - Not upheld | Secure  
Tenants complained that the council failed to force the landlord of a neighbouring property to repair and soundproof their premises.

Complaint reference 201304236 - Repairs
18 Nov 14 - Upheld | Secure  
A tenant complaint that the council unreasonably failed to carry out repairs to prevent water coming into the property, despite her contacting the council many times about the issue.

Complaint reference 201302920 - Housing benefit
18 Nov 14 - Not upheld | Secure  
A complaint that the council did not reasonably assess a tenant's income and expenditure when determining their entitlement to a discretionary housing payment.

Complaint reference 201300373 - Repairs
18 Nov 14 - Not upheld | Secure  
A tenant complained that the council installed an unsuitable extractor fan in his house.

Complaint reference 201304611 - Adaptations, Repairs
31 Oct 14 - Upheld | Assured  
A tenant complained that the landlord unfairly refused his application to adapt his property to install a walk-in shower.

Complaint reference 201302209 - Anti-social behaviour, Repairs, Tenancy management
31 Oct 14 - Upheld | Assured  
A tenant complained about the way in which she was treated by her landlord following the disclosure of personal information about her to another tenant who was involved in possession proceedings.

Complaint reference 201404165 - Repairs
31 Oct 14 - Quick fix & Voluntary settlement | Secure  
A complaint that a terminally ill tenant had been without hot water and heating at her property for over a week.

Complaint reference 201400152 - Anti-social behaviour, Repairs
31 Oct 14 - Quick fix & Voluntary settlement | Assured  
A complaint that the landlord delayed in resolving problems caused by ill-fitting windows and noise nuisance emanating from an adjacent flat.

Complaint reference 201403959 - Tenant rent and service charges
31 Oct 14 - Quick fix & Voluntary settlement | Assured  
A tenant complained about a recharge maintenance bill received from the landlord for the heating system.

Complaint reference 201403122 - Estate services
31 Oct 14 - Quick fix & Voluntary settlement | Assured  
A tenant complained that, whilst spraying weed killer on the communal pathway, the landlord had damaged a number of mature plants in her garden.

Complaint reference 201401351 - Anti-social behaviour
31 Oct 14 - Quick fix & Voluntary settlement | Assured  
Tenants complained that the landlord had failed to take effective action over a number of months to bring their neighbour’s anti-social behaviour to an end.

Complaint reference 201402475 - Repairs
31 Oct 14 - Quick fix & Voluntary settlement | Assured  
A tenant complained that the ceiling in one of the bedrooms at his property was in need of repair, meaning the room was not fit for purpose.

Complaint reference 201402485 - Sheltered housing
31 Oct 14 - Quick fix & Voluntary settlement | Secure  
A tenant complained that the council had failed to provide answers to issues that residents from a care home had raised during a consultation regarding the changes to their care provision.

Complaint reference 201403097 - Repairs
31 Oct 14 - Quick fix & Voluntary settlement | Secure  
A tenant complained that no action had been taken by the council after the contractor failed to attend various scheduled appointments, and then refused to carry out required works.

Complaint reference 201402486 - Repairs
31 Oct 14 - Quick fix & Voluntary settlement | Secure  
A complaint that a fully functioning shower had not been installed at the property and that the tenant had to be lifted into his bath, causing him distress and embarrassment.

Complaint reference 201305710 - Homelessness
30 Oct 14 - Quick fix & Voluntary settlement | Applicant  
A tenant complained that the council had failed to take her domestic violence situation seriously and refused to re-house her when she made a homelessness application.

Complaint reference 201401285 - Anti-social behaviour
21 Oct 14 - Partly upheld | Secure  
A tenant complained that her landlord had not reasonably investigated a complaint or offered support during a neighbour dispute about noise disturbance.

Complaint reference 201304103 - Repairs
21 Oct 14 - Partly upheld | Secure  
A complaint that the landlord did not deal competently with complaints about gas safety concerns and did not provide adequate and appropriate assistance when there was no heating or hot water in the property.

Complaint reference 201305519 - Anti-social behaviour
21 Oct 14 - Partly upheld | Secure  
A tenant complained that the council did not address or adequately handle his complaints about antisocial behaviour and noise pollution involving neighbours who were council tenants.