Case Studies

Below are a series of case summaries that illustrate different complaint subjects, the principles of dispute resolution and the benefits of local resolution.

 

Case Study 1: Complaint handling

Ms Z complained about her landlord’s response to her complaint about repairs to her property. Ms Z initially complained in March 2013. However it was only acknowledged by the landlord six weeks...

Case Study 2: Transfer

Mr X complained that his landlord didn’t transfer him to a suitable alternative property when he reported that he was a victim of anti-social behaviour (ASB). The landlord had no obligation to...

Case Study 3: Repairs, leasehold service charges

Mr A was a leaseholder of a flat in a purpose built block. He complained that his landlord did not consult him about upgrade works to the block’s communal aerial. Mr A’s lease confirmed that he was...

Case Study 4: Service charges (assured tenant)

Ms A was an assured tenant who paid a fixed service charge. She complained about the landlord’s accounting for the annual service charge. In February 2011, the landlord notified Ms A of proposed...

Case Study 5: Complaint handling and compensation

Mr Y originally complained to his landlord about its arrangements for his annual gas safety check. He subsequently complained about the fairness of its final response to his complaint and the level...

Case Study 6 : Housing application to a Co-operative

Ms R complained that her housing application to a Housing Co-operative (the Co-op) was not dealt with appropriately. Ms R was offered a flat, but when she viewed it she had concerns about the...

Case Study 7 : Repairs

Ms P complained about the length of time her landlord took to confirm that there was damp in her property and to then carry out the required repairs. Ms P and the landlord provided differing...

Case Study 8: Leaseholder consultation

Mrs W complained on behalf of a leaseholder group that in 2011 the landlord told them that it had identified an interim - less expensive - contactor to provide the warden call system pending...

Case Study 9: Repairs

Ms W complained to the Ombudsman about disrepair to her back door and said she wanted her landlord to replace the door and offer her compensation with respect to her damaged belongings, loss of...

Case Study 10: Management of rent account

In December 2009 Ms B complained to her landlord that her rent account was in arrears despite having arranged some years previously to pay by direct debit. The landlord concluded that it had failed...

Case Study 11: Transfer application and complaint handling

Mr R applied for a transfer with a Housing Co-operative (the Co-op) he was already a member of in April 2012. The Co-op arranged to meet Mr R at his home to discuss his application, and then...

Case Study 12: Repairs and compensation

Ms C complained about her landlord’s delay in repairing her property and the level of compensation offered. Ms C reported that the property was damp on a number of occasions over a 5-10 year period....

Case Study 13: Reasonable redress (including compensation)

Mrs C complained about the redress, including compensation, offered by the landlord following improvement works to her bathroom. In April 2012 the landlord confirmed it would replace Mrs C’s...

Case Study 14: Local resolution & reasonable redress

Ms R complained to her landlord (the local council) because it failed to carry out repairs to her stairs, plastering, boiler and flooring after its surveyors had visited on several occasions. When...

Case Study 15: Repairs and compensation

Ms M complained about the landlord’s response when she reported damp in her property and the level of compensation it offered once it acknowledged there had been failures in the service it had...

Case Study 16: Repairs and complaint handling

Ms A complained about the time taken to address electrical faults and the landlord’s handling of her complaint. The landlord carried out electrical upgrade work to the kitchens and bathrooms in a...

Case Study 17: Removal of possessions from a communal area

Mr S complained that his landlord removed and disposed of his belongings without telling him first or getting his agreement for the disposal. Mr S had arranged with an estate cleaner to keep his...

Case Study 18: Disrepair and compensation

Ms O complained about the landlord’s handling of her reports of mould, damp and condensation. She also complained about its subsequent offer of compensation. When Ms O reported the problems the...

Case Study 19: Service charges

Mr M is a sheltered housing tenant and complained about a number of issues in connection with his service charges. Mr M complained about an overcharge for communal electricity; the cost of a...

Case Study 20: Disrepair to electrical wiring

Mrs S complained to us about the condition of her electrical wiring following the landlord’s improvement works. During improvement works there was a disagreement between Mrs S and the contractors...

Case Study 21: Complaint handling

Mrs C is a leaseholder and complained to her landlord about its handling of her complaint. We investigated and made a finding of maladministration. The landlord had failed to progress Mrs C’s...

Case Study 22: Disrepair - leaseholder property

Miss S complained about the damage caused to her leasehold flat by a leak from the property above. She also complained about the landlord’s handling of her formal complaint. The landlord’s...

Case Study 23: Compensation

Ms F complained about the level of compensation that her landlord offered her following longstanding disrepair. There was disrepair caused by a leak which recurred over a 4-5 year period. Ms F...

Case Study 24: Compensation and complaints handling

Mrs B was a leaseholder who had paid for the replacement of the windows and a door at her property in 2007.  In 2013 she discovered that maintenance of these was the responsibility of the landlord....

Case Study 25: Estate services – application of the dispute resolution principles

Mr A’s complaint was about the landlord’s delivery of estate services and the condition and maintenance of the block that he lived in. He specifically complained about the cleaning service, the...

Case Study 26: Facilitated local resolution of repairs complaint

Mrs L complained to her landlord about the condition of her kitchen and bathroom. This complaint was resolved at first without our involvement through the landlord’s complaints procedure, as the...

Case Study 27: Transfer following disrepair

Ms R complained about the landlord’s response to damp issues and damage to her belongings. She also said that her family’s health had been affected by conditions at her home. She asked for a...

Case Study 28: Early intervention and communication

Mrs O contacted us as part of her complaint to her landlord about a leak and her related request for compensation.  We first helped Mrs O respond to the landlord as she felt the complaint had become...

Case Study 29: Noise nuisance - early local resolution

Mr S complained about how his landlord had dealt with his reports of noise nuisance from the tenants in the flat below him.   He contacted us for assistance whilst his complaint was being considered...

Case Study 30: Complaint handling - Locally resolved with support

Ms F complained to us about the amount of time the landlord was taking to respond to her stage 3 complaint about outstanding repairs. When we contacted the landlord to discuss how it was being...

Case Study 31: Service of a Notice Seeking Possession - Locally resolved with support

Mr A rang us about a Notice which had been served on him by his landlord. The Notice had implications for the security of his tenancy. However, Mr A had contacted us before he had complained to his...

Case Study 32: Disrepair - Locally resolved with intervention

Miss L’s complaint was about how her landlord had responded to her reports of damp and other disrepair issues at her property. She had been reporting these since shortly after the start of her...

Case Study 33: Water penetration - Formally resolved

Mrs S complained about water penetrating into her flat from around her bedroom and living room windows. Mrs S first reported the problem in 2011 and made a formal complaint to her landlord later the...

Case Study 34: Anti-social behaviour: neighbour dispute - Complaint resolved by a Designated Person (Tenant panel)

Ms W complained about how her landlord dealt with an incident involving her and a neighbour. In particular, she complained about the landlord’s decision to send her a letter stating that her actions...

Case Study 35: Pest infestation and complaint handling - Formally resolved

Mr M complained about how his landlord dealt with his reports of a pest infestation (ants), he also complained about how his formal complaint about this was handled.  We found that there was...

Case Study 36: Works to Resident Manager accommodation/ complaint handling - Formally resolved

Mrs A is a leaseholder and the Court where she lives has a residential on-site Manager. Mrs A complained that the landlord did not undertake sufficient consultation, or communicate its intentions,...

Case Study 37: Repairs and complaint handling

Miss M’s complaint was about her landlord’s response to her reports of damp and mould in her property, and in particular about the time that the landlord took to complete works which it had agreed...

Case Study 38: Repairs

Miss P complained to her landlord about her its decision not to replace the windows in her property following a report of failed sealed units in the kitchen windows. In response to her request, the...

Case Study 39: Destruction of car -Formally resolved

Miss R complained that the landlord removed her car from the estate it was parked on and subsequently destroyed it. She also complained about how the landlord dealt with her complaint about the...

Case Study 40: Repairs – Group complaint by leaseholders- Formally resolved

Mr M brought this complaint to the Ombudsman on behalf of a group of 41 leaseholders. In summary the complaint was about the landlord’s actions following the findings of its complaints panel at the...

Case Study 41: Right to Buy - Formally Resolved

Mr G 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. Mr G had moved into his home...

Case Study 42: Disrepair - Formally resolved

Mr F complained to us about his landlord’s handling of a leak and resulting damp and mould problems. He had reported a leak in his home in July 2012. The landlord carried out a temporary repair in...

Case Study 43: Repairs - Formally Resolved

Ms M complained to us about the time taken by the landlord to repair a communal door to her building. Ms M reported the broken communal door in August 2012, and then complained to the landlord a...

Case Study 44: Repair to front door after break-in - Locally resolved with support

Mr R complained about how his landlord dealt with his reports of damage to his front door. He said that the door had been damaged during an attempted break-in. Mr R reported this to the Police and...

Case Study 45: Charging tenant for missed repairs appointments - Locally resolved with intervention

Ms V 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. The landlord claimed that Ms V...

Case Study 46: Failure to provide cleaning service in sheltered housing - Formally resolved

Mrs T complained that the landlord cancelled the cleaning of her sheltered housing accommodation. Mrs T was 92 years old and lived in a sheltered housing scheme which has resident staff. She...

Case Study 47: Contact with Social Services - Formally resolved - No maladministration

Ms B’s complaint was about her landlord’s communications with Social Services following a dispute between her partner Mr T and the landlord’s contractors. Mr T has a medical condition which can...

Case Study 48: Complaint handling - Locally resolved

Mr W contacted the Ombudsman to complain 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. He told...

Case Study 49: Delays in repairing boiler and poor customer service

Ms H complained about how her landlord dealt with repairs to her boiler that left her without heating and hot water for six days. Ms H is a disabled person who is largely housebound. The landlord’s...

Case Study 50: Compensation for delays in repairs and missed appointments - Locally resolved with Intervention

Mr S 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 £200 in...

Case Study 51: Repairs and complaints handling - Formally Resolved - Maladministration and Severe maladministration

Mr N complained to us about the way his landlord (a housing association) dealt with a leak in his bedroom wall and about the way the landlord handled his resulting complaint. Mr N brought his...

Case Study 52: Repairs – Formally resolved - Reasonable Redress

Mr H complained to us about the way his landlord (a council’s arms-length management organisation) dealt with the six-day period the lift in his building (made up of ten floors) was out of order....

Case Study 53: Complaint Handling - Locally Resolved with Intervention

Ms M’s complaint was about the level of compensation offered by the landlord in recognition of its delays in dealing with her formal complaint relating to decent homes works. Ms M’s initial...

Case Study 54: Decoration Allowance - Locally Resolved with Intervention

Ms W contacted the Ombudsman for assistance with her complaint about how her landlord had dealt with her request for a decoration allowance.  The background to this case was that Ms W had submitted...

Case Study 55: Leak and Anti-Social Behaviour - Locally Resolved with Support

Ms W was not satisfied with the amount of compensation that her landlord had offered her in regard to how it had dealt with her reports of a water leak into her property.  The landlord had...

Case Study 56: Repairs and complaint handling – Formally Resolved - Maladministration

Ms C complained about how her landlord dealt with repairs to her property. She reported a crack in her ceiling, damp, mould and poor insulation. The landlord did not comply with its repairs...

Case Study 57: Disposal of stored items – Outside the Housing Ombudsman’s Jurisdiction

Ms T complained that her Council landlord (Council A) had disposed of her goods, which it had held in storage. Ms T had been evicted from a tenancy and was then housed in temporary accommodation...

Case Study 58: Compensation and re-decoration following a leak – Locally Resolved with Intervention

Ms B complained about the landlord’s decision not to pay for new carpets and underlay following a leak in her home, and not to re-plaster and re-decorate the affected areas. The landlord’s response...