Coronavirus update: We are currently operating as normal while we continue to carefully monitor the situation, although postal services are very limited so there will be delays. We will keep our customers updated if the circumstances change. For the latest information and updates visit our news page . Alternatively, see our dedicated pages for landlords and residents.
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.
A landlord’s refusal of a mutual exchange application failed to consider exercising its discretion to permit under-occupation for an additional housing need and failed to fully address a final stage complaint
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
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