Pinner House Society Limited (202506944)

Background

1. In December 2024 the resident made a formal complaint about the conduct and behaviour of two landlord managers. This included concerns about communication, exclusion from activities and events, and her treatment in her role as Chair of the Residents’ Committee.She later made a further complaint that the investigation carried out by trustees had been compromised, including concerns about communication between trustees and managers.

What the complaint is about

2. The complaint is about the landlord’s response to the resident’s concerns about staff conduct.

Our decision (determination)

3. After considering the evidence, we have found the complaint is outside our jurisdiction. As a result, we have not investigated it.

Summary of reasons

4. We are not free to investigate all complaints referred to us. What we can and cannot consider is set out in the Housing Ombudsman Scheme (the Scheme). Paragraph 42(m) of the Scheme states that we may not consider complaints which, in our opinion, are about matters which relate to the processes and decisions concerning a member’s governance structures.
5. The resident’s complaint concerns the actions of the landlord’s trustees and the process they followed when investigating her concerns. This includes how the investigation was conducted, communications between trustees and managers, and decisions taken as part of that process.
6. These matters relate to the landlord’s governance structures. The trustees form part of the landlord’s management and are responsible for overseeing its operations, including internal investigations. The issues raised therefore concern how the landlord is run, rather than the delivery of housing services to the resident.
7. In addition, the resident has confirmed that her concerns do not relate to housing services but to her relationships with trustees and managers and her role within the Residents’ Committee. These are not matters arising from the landlord’s obligations to her as a tenant under the tenancy agreement.
8. Taking this into account, we are satisfied that the substantive issues raised fall outside our jurisdiction. We are therefore unable to investigate the complaint.