Case Studies

Residents’ support removed

Severe maladministration found in group complaint from 29 residents about reduction in support services

Anti-social behaviour complaint

Tenants' behaviour

Landlord fails to provide evidence or follow its policy commitments in dealing with anti-social behaviour case

Damp and mould

Responsive repairs

No evidence of maladministration found in landlord’s response to reports of damp and mould

Delayed bathroom replacement

Investigation finds maladministration in landlord’s initial refusal and subsequent delays in replacing a bathroom in poor condition

Door repairs

Investigation finds service failure in landlord’s response to outstanding front door repairs and no maladministration in its staff’s handling of the issue

Disability adaptations

Complaint handling

Investigation finds maladministration in landlord’s handling of a complaint about outstanding disability adaptations

Standard of improvement works

Complaint handling

Investigation finds maladministration in landlord’s handling of a complaint about standard of improvement works

Satellite dish installation

Complaint handling

Investigation finds service failure in landlord’s handling of a complaint about satellite dish installation

Length of tenancy

Occupancy rights

Ombudsman determined that the landlord’s information about the duration of a tenancy and its decision to cap the gas supply to a property were reasonable

Mutual exchange application

Moving to a property

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

Case Studies

Charges

Compensation

Complaint handling

Customer advice

Estate management

Governance

Home ownership

Moving to a property

Occupancy rights

Property condition

Responsive repairs

Staff

Tenants' behaviour