Spotlight report on leasehold, shared ownership and new builds – complexity and complaint handling
Published in September 2020
On this page
Report summary
Issues involving leaseholders have been subject to greater commentary in recent years, including fire safety and cladding where the Ombudsman is now investigating a number of complaints. This report brings together insight from handling almost 2,000 complaints received from leaseholders and shared owners between 2018 and 2020. This includes more than 800 formal investigations. For the first time in a report, the Ombudsman provided information about individual landlords.
Common causes of complaints
The common causes of complaints relating to leasehold, shared ownership and new builds are:
- complaint handling
- repairs
- estate management
- charges
The featured case studies in this report have been selected to illustrate the range of findings and outcomes and how lessons can be drawn from those to share more widely.
The full report
You can view or download the full report pdf.
Spotlight report on leasehold, shared ownership and new builds (PDF)
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