Ms A complained that Adra had treated her differently compared to other tenants, and made allegations that she had breached the terms of her tenancy without supplying evidence of wrongdoing.
The Ombudsman decided that the Housing Association had not considered the complaint under Stage 2 of the complaints procedure as Ms Ahad requested, via her advocate. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement that within 4 weeks it would send a Stage 2 complaint response, and apologise to Ms A for the error in overlooking her email requesting the complaint be escalated.