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

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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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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