A2Dominion Housing Group Limited (202434791)

Background

1. The landlord’s surveyor inspected the resident’s block following leaks. The resident requested a copy of the survey report. His complaint concerns the landlord’s failure to provide it.

What the complaint is about

2. The complaint is about the landlord’s handling of the resident’s:
   1. Request for a copy of a surveyor’s report.
   2. Associated complaint.

Our decision (determination)

3. We found there was:
   1. Service failure in the landlord’s handling of the resident’s request for a copy of the survey report.
   2. No maladministration in the landlord’s response to the associated complaint.

We have made orders and a recommendation for the landlord to put things right.

Summary of reasons

4. The landlord acknowledged and provided compensation to reflect it had delayed providing the resident with its survey records and its poor communication. However, the landlord did not keep adequate records of its survey and did not provide the records it did hold after promising to do so. This caused the resident avoidable time and trouble.
5. The landlord dealt with the complaint in line with its procedures and our Complaint Handling Code (the Code).

Putting things right

Where we find service failure, maladministration or severe maladministration we can make orders for the landlord to put things right. We have the discretion to make recommendations in all other cases within our jurisdiction.

Orders

Landlords must comply with our orders in the manner and timescales we specify. The landlord must provide documentary evidence of compliance with our orders by the due date set.

Recommendations

Our recommendations are not binding, and a landlord may decide not to follow them.

Our investigation

The complaint procedure

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.

6. Our Spotlight report on Knowledge and Information Management highlights the importance of landlords maintaining accurate records of inspections and the actions arising from them. The landlord has stated its surveyor took notes during the inspection on 21 June 2024, which we have not seen. However, the surveyor did not complete a survey report evidencing the findings and recommendations arising from the inspection. This limits the landlord’s ability to fully demonstrate what was identified, what decisions were made, and what action was taken.
7. The landlord’s communication records are limited. It is unclear whether relevant records exist and have not been provided, or whether they were not kept. The resident stated that he requested the survey report in June 2024. Available records from July 2024 indicate the surveyor was unwilling to share the report because the resident was thought to have a solicitor. However, this was inconsistent with the later admission that no report had been produced. In any case, the landlord later recorded that the resident did not have a solicitor acting for him. The resident has confirmed to us that legal proceedings had not been issued.
8. The landlord’s unwillingness to the provide its report, cost the resident time and trouble pursuing the matter through the landlord’s complaints process. The landlord has not provided a copy of the resident’s complaint. When discussing the complaint on 20 August 2024 the resident was told that reports were not usually shared with residents. This position was not reasonable. Landlords are expected to share inspection outcomes so residents can understand the findings and next steps. As highlighted in the Ombudsman’s Spotlight report on attitudes, respect and rights, a failure to do so can erode trust and risk a breakdown in the landlord‑resident relationship.
9. The landlord apologised and offered compensation in its stage 1 response to put things right. It also identified learning from the complaint. This was appropriate. The landlord also stated it would provide the surveyor’s notes. However, it did not follow through on this commitment. Between 3 September and 6 September 2024, it told the resident the matter was being investigated. It then said, “further internal discussion was needed before it could provide a substantive update”. Communication then stopped. This undermined the landlord’s commitment to take learning from its earlier communication failings. It also caused the resident further time and trouble pursuing the information.
10. In its stage 2 complaint response, the landlord apologised and offered further compensation for its poor communication with the resident since its stage 1 complaint response. However, while it acknowledged the resident still wanted a copy of the surveyor’s findings, it did not provide the notes it had previously agreed to share or explain why it was no longer willing to do so. While it updated the resident on the works it had raised after the survey, this did not set out what the survey had identified or provide an evidence‑based explanation for its decisions. It also failed to resolve the dispute.
11. The landlord unreasonably failed to provide the information it had previously committed to, damaging the landlord-tenant relationship. Therefore, there was service failure in its handling of the matter. We have ordered the landlord to provide an apology and share all available records of the survey findings and any follow-on works. Its Compensation Policy allows for awards of up to £100 for minor disruption. The Ombudsman’s remedies guidance also supports awards of up to £100 for minor service failings. The landlord’s offer of £125 sufficiently recognises the inconvenience caused to the resident. Therefore, no additional compensation is ordered.

12. The landlord’s Complaints Policy sets out how it will handle complaints including the timescales for its responses. Its policy is compliant with the Code.
13. The landlord followed the requirements of its policy and the Code when managing the complaint. We have found no maladministration in the landlord’s handling of the resident’s complaint.

Learning

Knowledge information management (record keeping)

14. The landlord did not provide us with complete contact and complaint records. It is vital that landlords keep clear, accurate and easily accessible records to provide an audit trail.

Communication

15. The landlord failed to communicate well with the resident. The landlord identified this in its stage 2 complaint response and said it had completed further staff training and would remind staff of the importance of maintaining clear communication with residents