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.
Videos on managing unacceptable behaviour
This set of videos aims to help landlords develop a proportionate approach when responding to unacceptable behaviour, based on our view of good practice in dealing with these complainants. It looks at two case scenarios to demonstrate what we look for when investigating cases with this type of complainant.
We hope you find the videos useful. Please give us feedback by completing our survey.
1. What is and isn't unacceptable behaviour
2. Case study – Mr Tennant and Bale Council – water leak
3. Case Study – Ms Lee and Elba Housing Association – rent arears
4. Summary – What does the Ombudsman look for when investigating a case where there is unacceptable behaviour