Case Studies

Residents’ support removed

Severe maladministration found in group complaint from 29 residents about reduction in support services

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Anti-social behaviour complaint

Landlord fails to provide evidence or follow its policy commitments in dealing with anti-social behaviour case

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Annual rent charge

Landlord acted appropriately in its handling of rent administration failures

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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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