New Complaint Handling Code: Our new Code provides good practice for landlords on fair and effective complaint handling. See this page for details.
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.
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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