A2Dominion Housing Group Limited (202321044)

Background

1. The resident experienced a fire at the property and, later, an incident in which her windows were broken. The resident subsequently complained to the landlord about the length of time she was without natural light, as her windows were boarded up for around 5 months. She also raised concerns about the length of time scaffolding remained in place outside her home.  In response to her concerns about safety and security, the landlord provided the resident with a Ring doorbell. The resident complained about the subscription charges required to use the device and that there was no chime. She was also dissatisfied with the landlord’s decision not to provide decorating vouchers, as the landlord had instead offered to carry out the redecoration itself. The landlord offered the resident £636.88 in compensation things right. The resident then referred her complaint to this Service, stating that the offer did not reflect the level of distress she had experienced.

What the complaint is about

2. The complaint is about:

a)     The landlord’s response to the resident’s request for CCTV installation.

b)     The landlord’s handling of the resident’s reports regarding repairs required to her windows, including her concerns about loss of natural light.

c)     The landlord’s handling of the resident’s concerns about the length of time scaffolding remained in place at the property.

d)     The landlord’s handling of the resident’s concerns about the installation of a Ring doorbell and the associated charges.

e)     The landlord’s handling of the resident’s reports of personal injury.

f)       The landlord’s handling of the resident’s request for decorating vouchers.

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 offered the resident compensation of £636.88 in total.
5. We contacted the landlord and provided it with a summary of our understanding of why the resident remained unhappy. This included some comments on the landlord’s handling of the resident’s repairs and complaint. We explained what it could do to put things right for the resident.
6. Following our intervention, the landlord offered to increase the level of compensation to £2,525.64.
7. Both parties agreed to this as a resolution of the complaint. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy matters.
8. Subject to the landlord paying the compensation, we are satisfied the complaint will be resolved satisfactorily.

Putting things right

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

Recommendation

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