The Housing Ombudsman has published a severe maladministration finding for A2Dominion, after its poor complaint handling left a mother and her family living in “dangerous and unacceptable conditions”. The resident has mental health issues and some of her children are also vulnerable – one is disabled and has a developmental learning disorder.
The Ombudsman’s investigation also found maladministration in respect of the landlord’s handling of a temporary decant, as well as in respect of its handling of damp and mould at the property.
Housing Ombudsman Richard Blakeway said: “It was wholly unacceptable that the resident was prevented from addressing serious concerns through the landlord’s internal complaints process. Ultimately, despite intervention from third parties, she failed to attain appropriate redress until around 23 months after the decant. This will have caused significant distress and inconvenience to the family. Ultimately, the landlord failed to consider awarding appropriate redress at any point during the complaint journey”.