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 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 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 201311398 - Complaint handling, Repairs
03 Oct 14 - Formally resolved | Assured  
A tenant compained about her landlord’s response to her reports of damp and mould in her property, and in particular about the time it took to complete works which it had agreed to do in its responses to her complaint.

Complaint reference 201403307 - Repairs
03 Oct 14 - Locally resolved – with support | Assured  
A tenant complained to her landlord about its decision not to replace the windows in her property following a report of failed sealed units in the kitchen windows.

Complaint reference 201303851 - Estate services
03 Oct 14 - Formally resolved | Assured  
A tenant complained that the landlord removed her car from the estate it was parked on and subsequently destroyed it, and she also complained about how the landlord dealt with her complaint about the matter.

Complaint reference 201300130 - Complaint handling, Tenancy management
03 Oct 14 - Formally resolved | Assured  
A group of leaseholders complained about the landlord’s actions following the findings of its complaints panel at the final stage of its complaints procedure.

Complaint reference 201309316 - Home ownership and leasehold
03 Oct 14 - Formally resolved | Assured  
A tenant complained about the handling of his Right to Buy application, and in particular about the amount of compensation offered to him during the complaint procedure

Complaint reference 201301342 - Repairs
03 Oct 14 - Formally resolved | Assured  
A tenant complained about the landlord’s handling of a leak and resulting damp and mould problems, and that the landlord carried out a temporary repair, but then failed to complete a permanent repair.

Complaint reference 201307349 - Repairs
03 Oct 14 - Formally resolved | Assured  
A tenant complained to the Ombudsman about the time taken by the landlord to repair a communal door to her building.

Complaint reference 201308802 - Repairs
03 Oct 14 - Locally resolved – with support | Assured  
A tenant complained about how his landlord dealt with his reports of damage to his front door which had been damaged during an attempted break-in.

Complaint reference 201312263 - Repairs, Tenant rent and service charges
03 Oct 14 - Locally resolved – with intervention | Assured  
A tenant complained about the landlord’s decision to charge her for a missed repair appointment and for any future appointments if she was not at home to provide access.

Complaint reference 201306132 - Sheltered housing
03 Oct 14 - Formally resolved | Assured  
A resident of a sheltered housing scheme complained that the landlord had previously arranged for her room to be cleaned, but this service had stopped.

Complaint reference 201400773 - Repairs
24 Sep 14 - Not upheld | Secure  
A tenant complained that the landlord did not adequatley deal with his complaints about rising damp in his property.

Complaint reference 201304723 - Tenancy management, Tenant rent and service charges
24 Sep 14 - Upheld | Secure  
A tenant complained that the landlord had acted unreasonably when it charged her for repairs it carried out after she moved out of her property.

Complaint reference 201301200 - Repairs
24 Sep 14 - Upheld | Secure  
Residents complained that despite having been told that it would not be possible to have gas central heating installed, the landlord had not consulted them on what they preferred instead.

Complaint reference 201400624 - Allocations, Tenancy management
24 Sep 14 - Partly upheld | Secure  
A tenant complained that the council did not keep her informed of her housing allocation points status and that her complaint about this was not properly investigated

Complaint reference 201400530 - Repairs
24 Sep 14 - Not upheld | Secure  
An owner-occupier of a flat in a block of flats complained that the council did not give her enough information about the costs of a common housing repair that it carried out in the block.

Complaint reference 201305529 - Adaptations, Tenancy management
24 Sep 14 - Not upheld | Secure  
A tenant complained that the council did not offer her the tenancy of a vacant property that she thought was suitable for her daughter's complex needs.

Complaint reference 201300766 - Allocations, Homelessness, Tenancy management
24 Sep 14 - Partly upheld | Secure  
A complaint that the council did not make a proper offer of housing to a homeless applicant and that it had not responded reasonably to complaints about this.

Complaint reference 201400204 - Tenant rent and service charges
30 Aug 14 - Quick fix & Voluntary settlement | Assured  
A tenant complained that the landlord failed to correctly administer housing rental payments made by him and his wife.

Complaint reference 201304475 - Repairs
19 Aug 14 - Partly upheld | Secure  
A complaint that the council left a property without a smoke detector for some time following a ceiling repair, which had endangered the life of the tenant.