LiveWest Homes Limited (202502783)

Background

1. The resident is disabled, which the landlord was aware of. The resident was supported in his complaint by a local support service. We have referred to them as ‘the representative’ in this report. The resident complained to the landlord about several issues, including its investigations into noise disturbance and reported antisocial behaviour, and its handling of his complaints.

What the complaint is about

2. The complaint is about the landlord’s handling of several issues, including investigations into noise disturbance and alleged antisocial behaviour.

Our decision (determination)

3. We found that the resident’s complaints about several issues, including investigations into noise disturbance and antisocial behaviour were outside our jurisdiction and we have not investigated them.

Reasons

4. We have no power to investigate complaints which the landlord has not had the chance to investigate and put right first.  In this case the resident did not ask the landlord to consider his complaints about the following issues at the second stage of its complaints process:
   1. The landlord’s investigation into a buzzing noise affecting the resident.
   2. The landlord’s investigation into reports that the resident had threatened to damage a remote-control car.
   3. The discrepancy in energy systems between his property and neighbouring properties.
   4. Damage to the resident’s property caused by roof leaks.
   5. The adequacy of the landlord’s roof repair.
5. It is noted that the resident did ask for his complaint to be escalated to stage 2 of the landlord’s complaints process. However, he did not say he was dissatisfied with the landlord’s response to his concerns about the issues listed above in his escalation request. It follows that the landlord was not made aware that the resident remained unhappy with its response on these issues, and was not given the opportunity to consider his concerns further at stage 2 of its complaints process. As these issues have not exhausted the landlord’s complaints process, we have not considered them further.