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Amplius Living (202325476)

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Decision

Case ID

202325476

Decision type

Jurisdiction

Landlord

Amplius Living

Landlord type

Housing Association

Occupancy

Assured Tenancy

Date

07 May 2026

Background

  1. The resident started his tenancy in 2013. He complained to the landlord in 2023 about its delays removing a stairlift and disability adaptations from his property. The landlord declined to investigate the complaint, stating that the issues occurred more than 6 months before the complaint was made. The resident moved out of the property in mid-2023.

What the complaint is about

  1. The complaint is about the landlord’s handling of the removal of a stairlift and other adaptations. 

Our decision (determination)

  1. After considering the evidence, we have found the complaint is outside of our jurisdiction to investigate.

Reasons

  1. Our Scheme rules state we may not investigate complaints which were not referred to the landlord as a complaint within a reasonable time, which is normally 12 months.
  2. As part of a previous complaint investigation and review, we wrote to the resident and landlord in June 2020 to recommend the landlord consider removing all the noted adaptations to the property (including the stairlift), which it had earlier said it would do in its response to a different complaint in March 2019. We told the resident he could make a new complaint if the landlord failed to undertake the works it said it would. The stairlift was removed sometime in 2019, but the situation with any other adaptations is unclear.
  3. The records of the resident’s complaint to the landlord in 2023 show that he complained about the time it took to remove the stairlift. In its response the landlord explained that it understood his complaint to be about it not removing the stairlift and adaptations when he moved in.
  4. Given that the resident’s tenancy started in 2013, his complaint in 2023 about the property’s condition at that time is too old for us to investigate, in line with the Housing Ombudsman Scheme.
  5. If the complaint in 2023 is actually that the landlord took too long to remove the stairlift in 2019/2020, that was also made too late for us to investigate.
  6. We have not seen evidence that the resident was prevented from raising a complaint sooner, despite the Ombudsman’s recommendation in 2020.
  7. For these reasons, we will not investigate the complaint about the removal of the stairlift and disabled adaptations further.