New Complaint Handling Code: Our new Code provides good practice for landlords on fair and effective complaint handling. See this page for details.
Complaints about the administration of rent or service charge accounts.
Complaints about a landlord’s decision as to whether to award discretionary compensation, the level of compensation awarded, complaints about statutory compensation such as home loss or disturbance.
Complaints about how a landlord dealt with a complaint throughout its internal complaints process, including delays and non-progression through the process.
Cases where we have given advice on specific areas, such as our casework process, the dispute resolution principles, managing unacceptable behaviour and running tenant panels.
Complaints about issues such as boundaries, communal areas, parking and grounds maintenance.
Complaints about how an organisation is run such as the behaviour of board/panel members, complaints about information management and confidentiality, as well as complaints about committees and resident associations.
Complaints about the sales process, delays, staircasing, right to buy and right to acquire. It will also include complaints about repairing responsibility under the lease.
Moving to a property
Complaints from applicants and tenants about transfers, decants, mutual exchange and an offer of tenancy.
Complaints concerning the terms and conditions of an occupancy agreement such as the ending of a tenancy, possession, succession, abandonment and assignment.
Complaints about defects, adaptations, the condition of the property when let, improvement works, planned maintenance and rechargeable repairs.
Complaints about the repairs service offered to tenants.
Complaints about staff conduct.
Complaints about how a landlord has dealt with reports of neighbour nuisance, anti-social behaviour and harassment.