New Complaint Handling Code: Our new Code provides good practice for landlords on fair and effective complaint handling. See this new page for details.

Case Studies

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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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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