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 201500139 - Staff and customer services
23 Jan 16 - Upheld | Secure  
A tenant complained that she and her mother had experienced significant problems with the Council’s assisted refuse collection service since July 2013.

Complaint reference 201502823 - Staff and customer services
23 Jan 16 - Quick fix & Voluntary settlement | Secure  
A tenant complained that there was a lack of communication from Wrexham County Borough Council’s ('the Council') Occupational Therapy Service during the disabled facilities grant process, and said it had failed to fully address her concerns about the OT assessment and the service provided.

Complaint reference 201503184 - Estate services
23 Jan 16 - Quick fix & Voluntary settlement | Assured  
A tenant complained that Derwen Cymru were not providing maintenance to street lighting, grass verges and a surface water soak away around his home.

Complaint reference 201501336 - Anti-social behaviour
23 Jan 16 - Quick fix & Voluntary settlement | Secure  

Complaint reference 201403291 - Homelessness
23 Jan 16 - Quick fix & Voluntary settlement | Secure  
A tenant suggested that Ceredigion County Council ('the Council') had not managed her housing applications correctly.

Complaint reference 201404784 - Complaint handling
19 Jan 16 - Partly upheld | Secure  
A tenant complained that he had been unreasonably asked for rent in advance and pursued for this by the housing association, which caused him stress and anxiety.

Complaint reference 201405808 - Repairs
19 Jan 16 - Not upheld | Secure  
A tenant, who is an advocacy worker, complained on behalf of her client (Ms A) that the housing association failed to adequately respond to Ms A's concerns that her flat was not secure.

Complaint reference 201406379 - Tenancy management
19 Jan 16 - Not upheld | Secure  
A tenant complained that when she terminated her tenancy she was only paid compensation for some of the improvements she had made to her former home.

Complaint reference 201502775 - Repairs
19 Jan 16 - Upheld | Secure  
A tenant complained about the housing association. They were holding her responsible for works required to repair damage to the kitchen after she had exchanged her property with the tenant of another housing association.

Complaint reference 201502037 - Repairs
19 Jan 16 - Partly upheld | Secure  
A tenant said that, for two years, there were water leaks from the flat above. She said this caused damage to her property as well as stress and inconvenience to herself.

Complaint reference 201404666 - Repairs
14 Dec 15 - Not upheld | Secure  
A tenant said that the housing association did not give him clear and consistent information about boundary fencing.

Complaint reference 201502537 - Allocations
14 Dec 15 - Upheld | Secure  
A tenant complained about the housing association after they refused to grant her priority under their exceptional housing need category.

Complaint reference 201502786 - Allocations
14 Dec 15 - Not upheld | Secure  
A tenant complained about the association after they decided to suspend his housing application due to rent arrears with his current landlord.

Complaint reference 201204319 - Repairs
14 Dec 15 - Partly upheld | Secure  
A council tenant, complained about the repairs the council did to his home following water ingress.

Complaint reference 201406406 - Complaint handling
14 Dec 15 - Not upheld | Secure  
A tenant complained to the council about the social work department's handling of his concerns regarding his mother.

Complaint reference 201502782 - Repairs
14 Dec 15 - Not upheld | Secure  
A tenant of the council. After vacating her property, she received a bill for works to fix damage that had been caused by the installation and use of a dishwasher.

Complaint reference 201502284 - Repairs
14 Dec 15 - Not upheld | Secure  
A tenant complained about the council as he said that plastering repairs to his property had been outstanding since he moved in and were still not completed over a year later.

Complaint reference 201500913 - Complaint handling
14 Dec 15 - Partly upheld | Secure  
A tenant complained to the council about the actions of his local community council.

Complaint reference 201403550 - Complaint handling
14 Dec 15 - Not upheld | Secure  
A tenant said the council did not properly consider the local plan, or his objections, when approving a planning application for a nearby development.

Complaint reference 14018458 - Homelessness
01 Dec 15 - Fault found causing injustice and recommendations made | Secure  
A tenant complained that the Council failed to properly consider her need for accommodation and support when she was 16 years old.

Complaint reference 201402759 - Repairs
17 Nov 15 - Not upheld | Secure  
A tenant, over a number of years, experienced problems with the plumbing in her kitchen which affected her washing machine.

Complaint reference 201305842 - Repairs
17 Nov 15 - Upheld | Secure  
Two tenants complained that their landlord, the council, failed to take reasonable steps to carry out appropriate plumbing repairs to clear a blocked pipe in their property.

Complaint reference 201404811 - Anti-social behaviour
17 Nov 15 - Not upheld | Secure  
A tenant complained about the council's handling of complaints about some of their tenants in a neighbouring property, which was used by the council to temporarily house homeless households from 2011 to 2014.

Complaint reference 201501711 - Anti-social behaviour
17 Nov 15 - Partly upheld | Secure  
A council tenant complained to the Ombudsman about two issues, regarding reports he had made to the council about anti-social behaviour.

Newsletter: In Brief Issue 6 - (12/11/2015)
12 Nov 15
NewsLetter: In Brief Issue 6 (12/11/2015)

Complaint reference 201404593 - Repairs
30 Oct 15 - Quick fix & Voluntary settlement | Assured  
A tenant complained that, given the extent of the work required to her home, her landlord, Valleys to Coast, should have provided her with temporary accommodation while the work was being carried out.

Complaint reference 201500480 - Tenancy management
30 Oct 15 - Quick fix & Voluntary settlement | Assured  
A tenant complained that Charter Housing Association (“The Association”) failed to advise him about an increase in his rent in line with its Tenancy Agreement.

Complaint reference 201501444 - Repairs
30 Oct 15 - Quick fix & Voluntary settlement | Assured  
A tenant complained that Cartrefi Cymunedol Gwynedd (“the Housing Association”) had failed to deal adequately and in a timely fashion with her complaints about damage caused by contractors carrying out work at her home.

Complaint reference 201502803 - Repairs
30 Oct 15 - Quick fix & Voluntary settlement | Secure  
A tenant complained that Wrexham County Borough ('the Council') had failed to deal adequately with her complaint that a concrete cladding slab was unsafe at her home, which later fell off.

Complaint reference 201502180 - Repairs
30 Oct 15 - Partly upheld | Secure  
A tenant complained that Powys County Council ('the Council') workmen had sprayed the front of his property with muddy water when cleaning the highway outside.