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 and compliance can be evidenced.