Case Studies

Door repairs

Investigation finds service failure in landlord’s response to outstanding front door repairs and no maladministration in its staff’s handling of the issue

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Disability adaptations

Investigation finds maladministration in landlord’s handling of a complaint about outstanding disability adaptations

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Standard of improvement works

Investigation finds maladministration in landlord’s handling of a complaint about standard of improvement works

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Satellite dish installation

Investigation finds service failure in landlord’s handling of a complaint about satellite dish installation

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Length of tenancy

Ombudsman determined that the landlord’s information about the duration of a tenancy and its decision to cap the gas supply to a property were reasonable

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Mutual exchange application

A landlord’s refusal of a mutual exchange application failed to consider exercising its discretion to permit under-occupation for an additional housing need and failed to fully address a final stage complaint

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Agreed works not carried out

A landlord’s response to a complaint about remedial works was unreasonable because it failed to complete all the works that had been agreed and did not return the property to its condition prior to the works

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Disabled adaptations delays

A landlord’s handling of a request for disabled adaptations and subsequent complaint was unreasonable due to delays and lack of redress

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Gas service appointment

A landlord’s handling of a missed gas service appointment was unreasonable because it failed to keep sufficient records to support its contractor’s account of the event or to offer compensation in recognition

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