Case Study: Compensation awarded by the Housing Ombudsman – assistance from ArielOnlineServices

This case study details how we successfully navigated a Housing Ombudsman complaint, liaising with the landlord, housing association, and Ombudsman, securing an apology and compensation for our client.

The Tenant’s Struggle: No Hot Water for Over a Month

How the Issue Started

Our client, a tenant of Warwickshire Rural Housing Association Limited, reported a faulty boiler on 30 May 2023 after contractors damaged it during a routine kitchen repair.

• The boiler failure left the tenant and her child without hot water.
• The landlord failed to take urgent action, despite a 7-day repair obligation.
• Multiple repair attempts failed due to contractor negligence, including ordering the wrong parts and incorrect installations.

Despite repeated requests, the issue remained unresolved for over a month, causing distress and hardship.

Our Involvement: A Step-by-Step Breakdown

1. Immediate Action: Contacting the Landlord

• We sent a formal urgent request to the landlord, citing housing regulations.
• After further delays, we demanded a formal complaint process and urgent action.

2. Escalating the Complaint & Demanding Compensation

• We filed a formal complaint, highlighting the five-week delay and requesting compensation.
• The landlord admitted service failure and offered £118 compensation.

This offer was inadequate, and we fought for a higher settlement.

3. Challenging the Compensation Offer

• June 2023 – We demanded a minimum of £500 compensation (equivalent to five weeks’ rent).
• July 2023 – The landlord increased the offer to £168 but still failed to reflect the hardship endured.

Since the offer remained inadequate, we advised the tenant to escalate the matter to the Housing Ombudsman.

Taking the Case to the Housing Ombudsman

We built a strong case by compiling:

• A detailed timeline of events proving excessive delays.
• Emails showing landlord inaction and contractor failures.
• Legal references proving the landlord breached housing regulations.

Ombudsman’s Ruling (6 March 2025)

The Ombudsman found clear maladministration and ordered the landlord to:

• Issue a formal written apology.
• Increase compensation to £368 (an extra £200 for distress).
• Confirm compliance within four weeks.

Key Takeaways & Lessons Learned

• 1. Never Accept an Unfair Compensation Offer – We fought for a higher amount and won.
• 2. Persistence is Key – Our continuous follow-ups forced action.
• 3. Know Your Rights – Housing regulations protect tenants; use them!
• 4. The Ombudsman Can Provide Justice – If a landlord refuses to act, the Ombudsman can step in.

Need Help with a Housing Dispute?

If you’re facing landlord negligence, repair delays, or unfair treatment, we can help.

📩 Contact ArielOnlineServices today to get expert support in navigating housing complaints and securing fair compensation.