Charges
Complaints about the administration of rent or service charge accounts.
Compensation
Complaints about a landlord’s decision as to whether to award discretionary compensation, the level of compensation awarded, complaints about statutory compensation such as home loss or disturbance.
Complaint handling
Complaints about how a landlord dealt with a complaint throughout its internal complaints process, including delays and non-progression through the process.
Customer advice
Cases where we have given advice on specific areas, such as our casework process, the dispute resolution principles, managing unacceptable behaviour and running tenant panels.
Estate management
Complaints about issues such as boundaries, communal areas, parking and grounds maintenance.
Governance
Complaints about how an organisation is run such as the behaviour of board/panel members, complaints about information management and confidentiality, as well as complaints about committees and resident associations.
Home ownership
Complaints about the sales process, delays, staircasing, right to buy and right to acquire. It will also include complaints about repairing responsibility under the lease.
Moving to a property
Complaints from applicants and tenants about transfers, decants, mutual exchange and an offer of tenancy.
Occupancy rights
Complaints concerning the terms and conditions of an occupancy agreement such as the ending of a tenancy, possession, succession, abandonment and assignment.
Property condition
Complaints about defects, adaptations, the condition of the property when let, improvement works, planned maintenance and rechargeable repairs.
Responsive repairs
Complaints about the repairs service offered to tenants.
Staff
Complaints about staff conduct.
Tenants' behaviour
Complaints about how a landlord has dealt with reports of neighbour nuisance, anti-social behaviour and harassment.
