A2Dominion Housing Group Limited (202405982)

Decision
Case ID	202405982
Decision type	Investigation
Landlord	A2Dominion Housing Group Limited
Landlord type	Housing Association
Occupancy	Assured Tenancy
Date	18 June 2026

 

Background

1. The resident, who has reported vulnerabilities and health conditions, complained about the landlord’s handling of her request for a key to the communal meter cupboard. She said she had made several requests but had not received a response. The landlord said it could not provide a key due to health and safety reasons. Instead, it offered to provide access to the cupboard and photographs of the meter readings. The resident remained dissatisfied with this response and said the decision not to provide a key was discriminatory.

 

What the complaint is about

2. The complaint is about the landlord’s handling of:
   1. The resident’s request for a meter cupboard key.
   2. Staff conduct.
   3. The complaint.

Our decision (determination)

3. We found no maladministration in the landlords handling of:
   1. The resident’s request for a meter cupboard key.
   2. Staff conduct.
   3. The complaint.

Summary of reasons

Request for a meter cupboard key

4. The landlord explained why it could not provide a key, but ensured the resident was not disadvantaged and arranged access to the meter cupboard and the information the resident required.

Staff conduct

5. The landlord determined that the staff member’s communications to the resident were appropriate. We have not seen evidence to dispute this.

Complaint handling

6. The landlord responded to the complaint in line with its policy and our Complaint Handling Code (the Code).

 

Our investigation

The complaint procedure

Date	What happened
27 April 2024	The resident complained about the landlord’s response to her request for a key to the communal electricity meter cupboard. She said the landlord was denying her access and that she needed to take photographs of the meter reading for her energy supplier. She said she had requested a key several times but had not received a response. She asked the landlord to provide a key.
7 May 2024	In its initial complaint response, the landlord said it could not provide keys to the meter cupboard due to fire safety concerns. It explained that residents had previously used the area for storage, which created a fire risk. It said it had taken photographs of the meter reading and sent these to the resident, and would provide further photographs on request.
14 May 2024	The resident escalated her complaint. She said other flats in the building had keys to the meter cupboard, while she did not. She said the landlord was restricting access to the meter and that this was discriminatory. She also raised concerns about emails sent by a member of staff and asked the landlord to investigate their conduct. She maintained that she should have direct access to the meter and requested a key.
7 June 2024	In its final complaint response, the landlord said that not all flats had keys to the cupboard. It acknowledged that some residents may have been given keys in the past, but said it no longer issued them to ensure compliance with fire safety requirements. It said it had reviewed the staff member’s emails and found no evidence of inappropriate or discriminatory behaviour, or that access to the meter had been blocked.
Referral to the Ombudsman	The resident referred her complaint to us as she remained dissatisfied. She said the landlord’s decision not to provide a key was discriminatory.

 

What we found and why

The circumstances of this complaint are well known by the parties involved, so it is not necessary to detail everything that’s happened or comment on all the information we’ve reviewed. We’ve only included the key information that forms the basis of our decision of whether the landlord is responsible for maladministration.

Complaint	Request for a meter cupboard key
Finding	No maladministration

What we have not investigated

7. The resident has reported discrimination issues in her complaint to us. The landlord has an obligation under the Equality Act 2010 to consider how its policies and decisions affect people with characteristics that are protected under the Act, including disability.
8. However, it is not our role to establish whether or not the landlord has discriminated in its treatment of the resident, as that is a matter for the courts. Instead, the Ombudsman can look at whether the landlord responded to the resident’s concerns about potential discrimination, and whether it followed good practice.

What we have investigated

9. The resident’s complaints in April and May 2024 centred on the landlord’s handling of her request for a key to the communal meter cupboard. She explained she needed to check and photograph the meter. She said she had asked the landlord several times, but it had not responded. She said that the decision not to provide a key was discriminatory and she wanted the landlord to provide the key.
10. In response to the complaints, the landlord said it no longer provided keys to the meter cupboard due to fire safety concerns. It explained that some residents had previously used the area for storage, which created a risk, and that it had obligations under building safety and fire legislation to keep the cupboards locked at all times. It said a property manager had corresponded with the resident and provided photographs of the meter to assist her.
11. In its final complaint response in June 2024, the landlord acknowledged that some residents may have been given keys in the past. It said it intended to request the return of any keys due to safety concerns and confirmed it no longer issued them. It said it had left the cupboard unlocked for a short period to allow the resident access and explained how she could request access in future. It also said it had not found evidence of discriminatory behaviour.
12. The evidence supports the landlord’s explanation. It shows it responded to the resident’s requests on several occasions and explained why it could not provide a key. It provided photographs of the meter reading and arranged access to the cupboard by leaving it unlocked. These actions addressed the resident’s request to obtain meter readings.
13. The landlord has not provided a specific written policy confirming that keys cannot be issued. However, it referred to its responsibilities under fire safety requirements when making its decision. In the absence of evidence to the contrary, its explanation for not issuing keys was reasonable in the circumstances and aligns with its responsibilities under the Fire Safety (England) Regulations 2022 to ensure that cupboard doors are kept locked shut.
14. The landlord then took actions in line with its prioritisation policy, which contains guidance for staff to assist them in identifying any vulnerabilities or specific needs for a resident, to ensure that resident’s are not disadvantaged by its actions or decisions. It provided the meter reading that the resident needed and offered advice around how it could allow access on future occasions if required.
15. Email correspondence between the staff member and the resident shows the landlord explained its position and responded appropriately. It provided a reasonable explanation as to why it was not possible to provide a key, and made appropriate efforts to ensure the resident had access to the information she required from the meter cupboard.
17. Nothing in the evidence undermines the landlord’s response to the resident on this issue.  No evidence has been seen indicating the resident’s requests for the key were ignored or that the landlord treated her differently to other residents.
18. Overall, the landlord’s response to the resident’s concerns was reasonable. It provided a response to her request for a key and explained why it was not possible to provide one. It then took action to ensure the resident was not disadvantaged. It provided her with the meter reading she requested and explained how it could accommodate such requests in the future. Its actions were in line with its policies and were reasonable and fair in the circumstances.

Complaint	Staff conduct
Finding	No maladministration

19. The resident raised concerns about emails sent by a member of staff. She said the emails included information that was not relevant to her request for a meter key. She said she found the emails distressing and asked the landlord to investigate the staff member’s behaviour.
20. In its complaint response, the landlord said the emails were sent to provide photographs of the meter reading and to inform the resident when the cupboard would be unlocked to allow access. It concluded that the staff member’s actions were appropriate.
21. The evidence shows the emails were used to share meter readings and arrange access to the cupboard. This was relevant to the resident’s request.
22. We have not seen evidence to support the resident’s concern that the emails included unrelated information or were inappropriate. The landlord’s conclusion that the staff member acted appropriately was consistent with the information available.
23. Overall, the landlord addressed the resident’s concerns about the staff member and provided an explanation based on the evidence it reviewed. Its response was reasonable in the circumstances.

Complaint	Complaint Handling
Finding	No maladministration

24. The landlord’s definition of a complaint and its response timescales were in line with our Complaint Handling Code (the Code).
25. The landlord has not provided evidence of it acknowledging the resident’s complaints. However, it provided responses to the complaints within the timescales set out in its policy and it’s responses complied with the Code overall.

 

Learning

Knowledge information management (record keeping) and communication

26. The landlords record keeping and communication with the resident was of a goodstandard.