Cases investigated by the Housing Ombudsman

The Housing Ombudsman publish decisions on the cases they’ve investigated on their website. To ensure we’re transparent in the way we handle our complaints, we’ve listed our recent decisions below.

If you’re not happy with the way we’ve handled your complaint, you can contact the Housing Ombudsman and they’ll decide if it’s a case they can investigate further. Please note, they will not consider a review of your complaint until 8 weeks after you’ve received our final response.

The Housing Ombudsman publish decisions on the cases they’ve investigated on their website. To ensure we’re transparent in the way we handle our complaints, we’ve listed our recent decisions below. For each case, you’ll be able to find a link to the Housing Ombudsman’s determination, as well as information on how we’ve made changes to our services and processes as a result of any lessons we’ve learnt through the process.

Our latest determinations from the Housing Ombudsman:

Complaint regarding our handling of Anti-Social Behaviour

Our customer was unhappy with our handling of her reports of antisocial behaviour (ASB) from her neighbour and felt that a staff member had closed her complaint with the Ombudsman untruthfully. The Ombudsman were satisfied with our investigation into the reports of ASB and were further satisfied that we had taken the time to explain the Ombudsman process to our customer, after the misunderstanding where she felt her complaint was closed improperly.

Read the full investigation report here

Complaint regarding our handling of a resident’s reports of defects in her new home

Our customer felt we had not dealt with repairs to her door during the ‘defect period’ after she purchased her newly built home. The developer of the property has responsibility for repairs during the defect period and we liaise with them to ensure repairs are completed. We worked with the developer, but the customer felt it took too long for this repair to happen and we offered compensation for this inconvenience. We’ve also since appointed a specialist ‘Aftercare Team’ whose role is to work with our customers and actively engage with our developers, to ensure any defects on our new build homes are addressed.

You can find the full investigation report here

We’re pleased to continue working closely with the Ombudsman to develop our services for customers.