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Housing Ombudsman publishes severe maladministration finding for Abri Homes

The Housing Ombudsman has published a severe maladministration finding for Abri Homes in respect of its complaint handling on a case, that resulted in significant detriment to a vulnerable resident.  Abri Homes is part of the Abri Group, which was known as the Radian Group until September 2020.

Abri failed to resolve issues with the resident’s leaking shower in a timely and efficient manner, leaving the vulnerable resident without adequate washing facilities at his home a number of times and having to leave his home to temporary accommodation, which was not always suitable for his needs.

The Ombudsman’s investigation found there was considerable delay in progressing the resident’s complaint through the landlord’s complaints procedure and the formal complaint responses did not address the full extent of the issues raised by the resident. In addition, the Ombudsman issued a Complaint Handling Failure Order as Abri failed to provide information requested that it considered essential to the formal investigation of the case.

Abri was ordered to pay the resident £3,000 in compensation to cover expenses, damaged possessions and the distress and inconvenience he experienced.