Case Studies

Inaccurate rent charged

Investigation finds maladministration in the landlord’s decision not to take any responsibility for a tenant’s rent arrears caused by incorrect information which it had provided

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Property standard at letting

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

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New service charge

A landlord’s consultation with tenants about the introduction of an enhanced housing management service charge was reasonable as they were consulted in accordance with their tenancy agreements

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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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Heating system advice

Complaint about increased energy bills resolved through landlord’s complaints procedure with Ombudsman’s assistance

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Transfer following leaks

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

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Rent administration fair

Investigation finds no maladministration in landlord’s administration of rent account but level of rent outside jurisdiction

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