Mr C complained on behalf of his partner, Ms W, that Bron Afon Community Housing Ltd had issued a Trespass Notice against him, preventing him from accessing Ms W’s property, without consideration of the support he provided to her. Mr C also complained that a neighbour of Ms W was in breach of their tenancy agreement and that Mr C’s/Ms W’s concerns about this had not been addressed. Mr C also complained that concerns Ms W had raised about her Housing Officer had not been investigated appropriately.
The Ombudsman found that the Stage 2 complaint response Mr C had received did not address his concerns about the Trespass Notice or the neighbour breaching their tenancy agreement. It was also found that the latest complaint that Ms W had submitted, which included concerns about the Housing Officer, had not been received.
The Housing Association agreed to, within 20 working days, issue Mr C a further Stage 2 complaint response addressing his concerns about the Trespass Notice and the neighbour. It also agreed to undertake an investigation into the latest complaint made, and why the website submission had not been received. It agreed to provide Mr C with the outcome of this investigation. The Ombudsman considered these actions were reasonable to resolve this complaint and it was closed on that basis.