Anchor Hanover Group (202329492)

Background

1. The resident raised concerns about repair issues in the property. This included his concern about the actions taken by the landlord about what he believed were fumes from a nearby laundry room. He also felt the landlord had not handled parking permits reasonably. The resident subsequently moved out of the property.

What the complaint is about

2. The complaint is about the landlord’s:
   1. Handling of personal information.
   2. Response to repair and maintenance issues.
   3. Response to the resident’s concerns about the use and safety of communal areas.
   4. Complaint handling.

Our decision (determination)

3. The complaint was resolved with our intervention.

We have made recommendations for the landlord to put things right.

Summary of reasons

4. At the end of the complaints process the landlord acknowledged that it had failed to action the identified repairs in a timely manner, and had not fully considered the resident’s concerns in respect of all issues. It apologised and offered £600 compensation to the resident.
5. We contacted the landlord and provided it with a summary of our understanding of 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. This included the landlord’s general communications and handing of the repairs.
6. Following our intervention, the landlord offered to pay a total of £750 compensation for the distress and inconvenience caused by its failures. Both parties agreed to this as a resolution to the complaint.
7. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy the matters. Subject to the landlord apologising to the resident and paying the compensation, we are satisfied the complaint will be resolved satisfactorily.

Recommendation

The complaint has been resolved with intervention on the basis the landlord follows our recommendation.