Case Studies Archive - Housing Ombudsman

Delayed bathroom replacement

Investigation finds maladministration in landlord’s initial refusal and subsequent delays in replacing a bathroom in poor condition

Disabled adaptations delays

Property condition

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

Gas service appointment

Property condition

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

Property standard at letting

Property condition

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

Communication failing

Dispute over the landlord’s handling of reports of anti-social behaviour and time taken to complete repairs resolved through early resolution

Transfer following leaks

Property condition

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

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

Charges

Compensation

Complaint handling

Customer advice

Estate management

Governance

Home ownership

Moving to a property

Occupancy rights

Property condition

Responsive repairs

Staff

Tenants' behaviour

Delayed bathroom replacement

Disabled adaptations delays

Gas service appointment

Property standard at letting

Communication failing

Transfer following leaks

Delayed roof works