A2Dominion Housing Group Limited (202424539)

Background

1. In early June 2024 the resident told the landlord that other residents had installed bollards to reserve some of the communal parking spaces on the estate. In July 2024 the resident complained to the landlord about its lack of communication and its failure to propose a resolution. At stage 1 of the complaints process, the landlord said it would carry out a parking consultation before it could remove the bollards. At stage 2, it promised the resident it would remove them by 9 September 2024. The landlord removed the bollards in early October 2024.

What the complaint is about

2. The complaint is about the landlord’s handling of the resident’s reports about bollards placed by other residents in parking spaces on the estate.

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. During the complaint handling process the landlord paid the resident £50 compensation.
5. We contacted the landlord and provided it with a summary of our understanding of events. This included some comments on how it handled the actions it promised in its stage 2 response. We explained what it could do to put things right for the resident.
6. Following our intervention, the landlord offered to pay the resident a further £300 compensation. It confirmed this was in addition to the £50 it had already paid.
7. Both parties agreed this as a resolution of the complaint. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy the matters.
8. Subject to the landlord paying the compensation, we are satisfied the complaint will be satisfactorily resolved.

Putting things right

We have the discretion to make recommendations in all other cases within our jurisdiction.

Recommendations

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