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 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 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.

Complaint reference 201306028 - Home ownership and leasehold, Tenancy management
19 Aug 14 - Not upheld | Secure  
A tenant complained that her landlord unreasonably refused her request to buy her home under the right to buy legislation, and that they gave inconsistent reasons for their refusal.

Complaint reference 201304959 - Anti-social behaviour
19 Aug 14 - Partly upheld | Secure  
A tenant complained that the landlord did not respond reasonably to her complaints about a neighbour and also about the means of contact from the landlord.

Complaint reference 201204721 - Complaint handling
19 Aug 14 - Not upheld | Secure  
A tenant complained that the landlord unfairly restricted his contact with them using their unacceptable actions policy.

Complaint reference 201306208 - Homelessness, Tenancy management
19 Aug 14 - Not upheld | Secure  
A complaint that the landlord refused to allow a woman to take over the tenancy of her sister's property despite knowing that she had been paying the rent for and planned to take over the tenancy.

Complaint reference 201303355 - Allocations
18 Aug 14 - Upheld | Applicant  
A complaint that the council failed to deal with a housing application appropriately, and that their response was unreasonable.

Complaint reference 201400434 - Repairs
18 Aug 14 - Not upheld | Secure  
A tenant complained that the landlord did not reimburse her for the cost of wallpaper and paint after promising to do so once works by the landlord were finished.

Complaint reference 201400336 - Estate services, Repairs
18 Aug 14 - Not upheld | Secure  
A tenant complained about poor service and the length of time that it took the landlord to deal with various complaints about lighting in his close.

Complaint reference 201400088 - Anti-social behaviour
30 Jul 14 - Quick fix & Voluntary settlement | Assured  
A complaint that the landlord had not dealt with a tenant responsible for anti-social behaviour and carrying out illegal activities at the property.

Complaint reference 201400335 - Allocations, Repairs
30 Jul 14 - Quick fix & Voluntary settlement | Assured  
Ms A complained that the hot water in her property contained high levels of lime and that she received details of available properties in areas where she did not want to live.

Complaint reference 201306872 - Complaint handling, Repairs
30 Jul 14 - Quick fix & Voluntary settlement | Secure  
A tenant complained that the Council had failed to carry out works at his home to repair rising damp and that his letters of concern to the Council were not answered.

Complaint reference 201307006 - Repairs
30 Jul 14 - Quick fix & Voluntary settlement | Secure  
A tenant complained that the council failed to carry out repair work for a serious damp problem which he said had resulted in an unhygienic smell which had caused a deterioration in the health of himself and his wife.

Complaint reference 201400189 - Repairs
30 Jul 14 - Quick fix & Voluntary settlement | Assured  
A tenant complained that the landlord had failed to address his concerns regarding his bolier and thermostat.

Complaint reference 201400120 - Allocations
30 Jul 14 - Quick fix & Voluntary settlement | Assured  
A tenant complained that he had been poorly treated by the housing association and he wished to be re-housed by his local authority, rather than the housing association.

Complaint reference 201401464 - Repairs
30 Jul 14 - Quick fix & Voluntary settlement | Secure  
A tenant complained about the length of time taken for the council to complete repairs at her property which she said incovenienced her by having to take time off work and spend time making phone calls.

Complaint reference 201400086 - Repairs
30 Jul 14 - Quick fix & Voluntary settlement | Assured  
A tenant complained to the Ombudsman that the landlord had not started work to repair a leak that he had reported to them three months earlier.

Complaint reference 201303166 - Anti-social behaviour, Complaint handling
30 Jul 14 - Quick fix & Voluntary settlement | Secure  
A tenant complained that the council did not investigate his complaints about cigarette smoke drifting into his property from an adjacent property.

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 201305642 - Repairs
23 Jul 14 - Not upheld | Secure  
A tenant complained that, after he ended his tenancy, the council unreasonably invoiced him for works it carried out to his council house.

Complaint reference 201305629 - Anti-social behaviour
23 Jul 14 - Not upheld | Home owner  
A home owner complained that her neighbour, a tenant of the council living in temporary accommodation, was noisy on a number of occasions, and she was unhappy with the council's response to the problem.

Complaint reference 201301744 - Anti-social behaviour
23 Jul 14 - Upheld | Secure  
A tenant complained to the council about noise from a neighbour on several occasions, and complained that the council failed to take legal action against the neighbour as it had agreed.

Complaint reference 201200509 - Repairs
23 Jul 14 - Not upheld | Home owner  
A private landlord complained that tenants introduced to them by the council's social work department left their properties in a state of disrepair at the end of their tenancies.

Complaint reference 201301779 - Repairs
23 Jul 14 - Resolved | Secure  
A tenant complained that the communal heating system which serves her property failed to provide heating to her home on several occasions over a number of years.