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Abri Group Limited (202331031)

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REPORT

COMPLAINT 202331031

Abri Group Limited

18 September 2025

 

Our approach

The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). The Ombudsman considers the evidence and looks to see if there has been any ‘maladministration’, for example whether the landlord has failed to keep to the law, followed proper procedure, followed good practice, or behaved in a reasonable and competent manner.

Both the resident and the landlord have submitted information to the Ombudsman, and this has been carefully considered. Their accounts of what has happened are summarised below. This report is not an exhaustive description of all the events that have occurred in relation to this case, but an outline of the key issues as a background to the investigation’s findings.

The complaint

  1. The complaint is about the landlord’s handling of:
    1. Kitchen adaptations.

Background

  1. The resident is an assured tenant of the property, a 2-bedroom house.
  2. On 9 June 2022 the landlord instructed its contactor to complete agreed adaptations to the resident’s kitchen. Its contractor started the works in late July 2022.
  3. On 13 February 2023 the resident complained to the landlord. She said the adaptations had not been completed and the operative had failed to attend on multiple occasions.
  4. The landlord issued its stage 1 complaint response on 4 May 2023 and apologised for delays and poor communication. It said its contractor would send a different operative to complete the works and offered the resident £100 compensation.
  5. On 26 May 2023 the resident escalated her complaint. The landlord issued its stage 2 complaint response on 17 October 2023. It apologised for further delays and set out the outstanding work it would complete to finish the kitchen. The landlord offered the resident £300 compensation.
  6. The resident remained dissatisfied and brought the complaint to us.

Assessment and findings

  1. Paragraph 53.c. of the Scheme states that:
  2. “The Ombudsman may determine the investigation of a complaint immediately if satisfied that the member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.”

The Ombudsman’s intervention

  1. We contacted the landlord on 10 September 2025 and provided it with a summary of our understanding of the events. This included some comments on areas that could have been handled better and what the landlord could do to resolve the resident’s complaint.
  2. The landlord offered to increase its offer of compensation to £600 for its handling of kitchen adaptations. The resident informed us she was satisfied with this as a resolution to her complaint.
  3. We are therefore satisfied that, following our intervention, that the landlord has agreed to take actions to remedy the matters raised which resolve the complaint satisfactorily.

Determination

  1. In accordance with paragraph 53.c of the Housing Ombudsman Scheme, the complaint was resolved with intervention.

Orders and recommendations

  1. The landlord should now make the £600 compensation payment to the resident. The complaint has been resolved with intervention on this basis.