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

Case Studies

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

Continue reading

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

Continue reading

Property standard at letting

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

Continue reading

Transfer following leaks

Investigation finds landlord reasonably exercised its discretion in permanently moving tenant following a third leak to the property

Continue reading