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 201303852 - Tenant rent and service charges
26 Mar 14 - Upheld | Ex-occupier  
A complaint that the landlord unresonably delayed reimbursing the credit balance on a tenant's rent account after they had moved out of the property.

Complaint reference 13001144 - Homelessness
11 Mar 14 - Maladministration causing injustice | Applicant  
A homeless teenager complained that the council failed to assess her as a 'child in need' and then failed to provide her with accommodation.

Complaint reference 201302543 - Repairs
26 Feb 14 - Not upheld | Secure  
A tenant complained that the council failed to carry out sufficient work to adress noise problems in his home, as it said that soundproofing in his home was only just below the current standards.

Complaint reference 201301023 - Tenancy management
26 Feb 14 - Upheld | Ex-occupier  
A former tenant complained that the council disposed of his property in an inappropriate manner after he terminated his council tenancy when he was sent to prison.

Complaint reference 201300781 - Homelessness
26 Feb 14 - Not upheld | Applicant  
An applicant who was seeking a tenancy following the birth of her child complained that the council failed to take appropriate account of the representations she made in appealing the third offer of permanent housing from the council.

Complaint reference 201205210 - Repairs
26 Feb 14 - Not upheld | Secure  
A homeless applicant complained that the council unreasonably refused to carry out remedial work to bring her new tenancy up to the required housing standards.

Complaint reference 201301026 - Repairs
26 Feb 14 - Not upheld | Secure  
A tenant complained that the electric heating system installed in her property was too expensive to run and that the high bills were putting her in debt.

Complaint reference 201300633 - Home ownership and leasehold
26 Feb 14 - Upheld | Secure  
A tenant complained that he could not exercise his entitlement to buy his home through the modernised right to buy scheme after exchanging tenancies with his father.

Complaint reference 201300402 - Anti-social behaviour
26 Feb 14 - Not upheld | Secure  
Tenants complained about the way they had been treated when they complained to the housing association about anti-social behaviour from their neighbours.

Complaint reference 201302349 - Repairs
27 Jan 14 - Not upheld | Secure  
A tenant complained that the landlord failed to investigate fully and resolve her complaint about a continuing strong smell of sewage in her home.

Complaint reference 201303090 - Repairs
27 Jan 14 - Not upheld | Secure  
Tenants complained that the landlord had refused to repair or replace their draughty living room windows.

Complaint reference 201203796 - Repairs
27 Jan 14 - Not upheld | Secure  
A tenant complained that the landlord failed to identify the real cause of a leak from his flat into his downstairs neighbour's property and unreasonably issued him with an invoice for the repairs.

Complaint reference 201301787 - Staff and customer services
27 Jan 14 - Partly upheld | Secure  
A tenant complained that a staff member of the landlord had given confidential information about him to a neighbour.

Complaint reference 201300607 - Repairs
27 Jan 14 - Partly upheld | Secure  
A tenant complained about the length of time that the landlord took to complete repairs to her flat and complained that her home had not met the standards that the landlord set for its properties.

Complaint reference 201302331 - Repairs
27 Jan 14 - Upheld | Secure  
A tenant complained that the council did not reasonably consult with him over the timing of major improvement works at his home.

Complaint reference 201300466 - Repairs, Tenancy management
27 Jan 14 - Partly upheld | Secure  
A tenant complained that the heating system in his council property was inefficient and that the council had failed to explain the system to him before he signed the tenancy agreement.

Complaint reference 13002073 - Homelessness
23 Jan 14 - Maladministration causing injustice | Applicant  
A complaint about the way the council dealt with a homelessness application after the applicant refused an offer of a property which she felt was unsuitable.

Complaint reference 201303749 - Allocations, Tenancy management
15 Jan 14 - Quick fix & Voluntary settlement | Secure  
A tenant complained about the council's points allocation process after submitting a transfer request.

Complaint reference 201303536 - Repairs
15 Jan 14 - Quick fix & Voluntary settlement | Assured  
A tenant complained about her tenancy agreement with the landlord: specifically, the deterioration of the exterior of her property and a service charge she had received.

Complaint reference 201303951 - Repairs
15 Jan 14 - Quick fix & Voluntary settlement | Secure  
A tenant complained about the lack of communication she had received from the Council regarding damp that caused (and continued to cause) problems at her property.

Complaint reference 201303005 - Repairs
15 Jan 14 - Quick fix & Voluntary settlement | Assured  
A tenant complained that a new front door and frame were fitted incorrectly at his property, which he said led to water ingress during periods of bad weather.

Complaint reference 201303963 - Repairs
15 Jan 14 - Quick fix & Voluntary settlement | Secure  
A tenant complained that he had not been paid for damages caused by a cupboard falling of his wall and was still waiting for a replacement cupboard to be fitted three months later.

Complaint reference 201302610 - Repairs
15 Jan 14 - Quick fix & Voluntary settlement | Secure  
A tenant complained about delays in rectifying flooding and drainage problems at his council property which had led to cracks appearing in the property.

Complaint reference 201303135 - Anti-social behaviour
15 Jan 14 - Quick fix & Voluntary settlement | Secure  
A tenant complained that the council failed to send a Prevention of Damage by Pests Notice to the correct address which resulted in him being out of time to appeal to the Magistrates Court.

Complaint reference 201302936 - Complaint handling, Tenancy management
15 Jan 14 - Quick fix & Voluntary settlement | Assured  
A tenant complained about the effects on his health of his neighbour being allowed to have a dog occasionally stay at their property and the landlord's failure to resolve the situation.

Complaint reference 201303227 - Home ownership and leasehold
15 Jan 14 - Quick fix & Voluntary settlement | Assured  
A tenant claimed that he was incorrectly advised by an officer of the landlord that he could claim compensation for the delays in purchasing his property under the Right to Buy.

Complaint reference 12001189 - Allocations
14 Jan 14 - Maladministration causing injustice | Applicant  
A tenant complained that the council forced him to accept a property that was too small for his family and then failed to offer him a larger property or give him adequate priority on the housing register.

Complaint reference 201201479 - Anti-social behaviour, Complaint handling
16 Dec 13 - Partly upheld | Secure  
A tenant complained that the landlord failed to take appropriate action in response to her complaints of anti-social behaviour, and took an unreasonably long time to deal with her complaints.

Complaint reference 201204104 - Anti-social behaviour
16 Dec 13 - Upheld | Secure  
A tenant complained that the landlord had failed to follow their policies and procedures in dealing with the anti-social behaviour of a neighbour.

Complaint reference 201300251 - Repairs, Tenancy management
16 Dec 13 - Upheld | Secure  
A complaint about tenancy charges raised by the council following the termination of a tenancy.

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