Greatwell Homes Limited (202450910)

Background

1. The resident contacted the landlord to report his concerns about the communal washing lines. He said they were poorly designed and restricted the use of the area for plants or cycle storage.

What the complaint is about

2. The complaint is about the landlord’s handling of the resident’s request for communal washing lines to be relocated.

Our decision (determination)

3. There was no maladministration in the landlord’s handling of the resident’s request for communal washing lines to be relocated.

Reasons

4. The landlord’s neighbourhood management policy says it is responsible for maintaining communal areas, including designated drying areas. The tenancy conditions state that residents must not obstruct any communal passageways or pathways.
5. The communal washing lines formed part of a designated drying area, as set out in the property deed. The landlord’s website provides guidance advising against drying clothes indoors due to the risk of damp and mould, making the provision and use of outdoor drying facilities reasonable and consistent with good housing management practice.
6. The landlord consulted all residents in the block on 21 February 2024 about changes to the washing line layout. The landlord said most residents supported keeping the facilities unchanged, and the landlord acted in line with this view to ensure fairness. The landlord also explored alternative options, including relocating the washing lines, swapping the area with a seating space, and reducing its size. These options were found to be either not feasible or unsupported. The landlord had previously agreed to remove half of the washing lines, showing efforts were made to address the resident’s concerns.
7. Although the resident raised concerns about blocked access and health and safety risks, photographic evidence did not show washing lines or airers obstructing communal pathways. The area appeared to be in shared use, with bins and plant pots present, and no clear breach of tenancy conditions relating to obstruction was evidenced.
8. Overall, the landlord’s actions were reasonable, although we note that the situation had a distressing impact on the resident. The landlord was required to balance the resident’s concerns with its responsibilities to other residents. Taking all factors into account, the landlord’s decision to retain the communal washing lines was reasonable and in line with policy, evidence, and its duty to act fairly to all residents.