Case Studies

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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Inaccurate rent charged

Investigation finds maladministration in the landlord’s decision not to take any responsibility for a tenant’s rent arrears caused by incorrect information which it had provided

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Property standard at letting

Complaint about the standard of a property at the start of the tenancy resolved with the Ombudsman’s assistance

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New service charge

A landlord’s consultation with tenants about the introduction of an enhanced housing management service charge was reasonable as they were consulted in accordance with their tenancy agreements

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Complaints procedure failure

Investigation finds service failure in landlord’s administration of its complaints procedure, but no maladministration in its handling of the substantive issue

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Heating system advice

Complaint about increased energy bills resolved through landlord’s complaints procedure with Ombudsman’s assistance

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