PSOW Individual Decisions

Mr B complained that Newydd Housing Association had failed to properly address his concerns about his boiler. The Ombudsman found that the Association had failed to log Mr B’s concerns as a formal complaint and communication with Mr B had falled short of expected standards. She said that this caused frustration and uncertainty to Mr B. She decided to settle the complaint without an investigation. The Ombudsman sought and gained the Association’s agreements to write to Mr B with an apology for the failure to log his concerns as a formal complaint, provide a further apology for the lack of clear communication, confirm the timetable for repairs to be undertaken, and issue a complaint response within 2 weeks.

Ms K complained that Newydd Housing Association (“the Housing Association”) had not responded appropriately to reports of harassment and antisocial behaviour over a period of 5 years. The Ombudsman found that Ms K had made a complaint to the Housing Association and whilst some more recent issues had been answered the Housing Association had not addressed Ms K’s complaint about historical issues or given an explanation as to why formal action had not been taken when Ms K had reported noise nuisance in the past. The Ombudsman decided to settle the complaint without an investigation on the basis that within 1 month of issuing the decision letter the Housing Association would: · Issue an updated complaint response to include a review of historical records and explanation of why formal action was not taken after previous noise nuisance reports.

Ms A and Mr B complained that Newydd Housing Association (“the HA”) failed to vet new tenants. They complained that tenants have and continue, to behave in an anti-social manner, causing them distress. The HA had also taken no responsibility, was rude and directed them to the Police, who then directed them back to the HA. The first aspect of the complaint was considered to be premature, the Complainants had not complained directly to the HA about the issue of vetting potential tenants. However, it was clear from the evidence considered as part of the assessment, that the HA had failed to follow its internal Anti-Social Behaviour Policy (“ASB Policy”). There was no evidence from the information reviewed during the course of the assessment that the HA was rude to the Complainants. The HA was asked to review its compliance with the ASB Policy. It transparently outlined its failures and how it planned to ensure the omissions did not occur in the future. The HA agreed to the following actions in settlement of the complaint: Within 1 month: • It will provide a written meaningful apology to the Complainants for the maladministration it identified in the handling of their complaints of anti-social behaviour. • It shall provide a financial redress sum of £250 to the Complainants for the time and trouble of pursuing this complaint with the Ombudsman. Within 4 months: • It shall revise its training programme to ensure that all housing management staff are fully aware of its ASB Policy and procedures and the importance of timely and appropriate responses. These training sessions will be provided to all members of the housing management staff. • It shall establish a robust internal monitoring system to ensure that all complaints received are accurately categorised, monitored and reviewed. This will ensure that the correct policies and/or procedures are being applied. • It shall enhance its internal case management system to ensure that steps within the ASB Policy are not missed

Ms X, a tenant, complained about the delay in starting structural remedial work to the exterior of the property, paths, external wall and drainage. She said that she had to chase up the situation with The Association. She outlined ongoing sewerage and trip hazards as a result of the outstanding work. The Association stated that it had completed plans for the remedial work required but had only received one tender for the work. It was therefore seeking other contractors who would provide a quotation for the work. The Ombudsman was concerned about the lack of progress or any meaningful update to Ms X. The Association agreed to: Within 1 month: 1. Write to Ms X to formally explain the current situation concerning the outstanding works, and when these are likely to be started; 2. Thereafter, give a monthly email update to Ms X about the action it has taken, and the progress made towards the remedial work starting, until the start of the work.

Miss A complained about the length of time Newydd Housing Association were taking to undertake repairs to her property and that she still did not have a time frame within which the repairs would be completed. The Ombudsman decided that whilst the Housing Association had taken steps to complete repairs, some repairs were outstanding. The Housing Association said that it was carrying out these repairs as part of a bigger piece of work that needed to be procured via formal tender. The Ombudsman decided to settle the complaint without an investigation. The Ombudsman sought and gained the Housing Association’s agreement to update Miss A every 2 months on how the formal tender/likely time scales for the works were progressing.

Mr X complained about outstanding repair works at his home. The Ombudsman decided that the Association should contact Mr X (by 18 May) to arrange to attend his home with nominated contractors to carry out an inspection to determine what repair works needed to be undertaken and agree a time frame for their completion. The Association provisionally proposed the visit take place on 20 May. The Ombudsman considered this to be an appropriate resolution to the complaint instead of conducting an investigation.

Miss C complained that Newydd Housing Association failed to deal with complaints she raised about anti-social behaviour, health and safety concerns and noise nuisance. The Ombudsman noted that Newydd Housing Association had not investigated Miss C’s concerns or provided a complaint response. Newydd Housing Association agreed to undertake the following action: a) Within 10 working days, write to Miss C and offer her the opportunity to raise her concerns and submit a formal complaint. b) On receipt of Miss C’s complaint, provide a full written complaint response. This will be done within 15 working days.