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Southern Housing Group Limited (202011557)

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REPORT

COMPLAINT 202011557

Southern Housing Group Limited

15 November 2021


Our approach

What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine whether a complaint comes within their jurisdiction. The Ombudsman seeks to resolve disputes wherever possible but cannot investigate complaints that fall outside of this. 

In deciding whether a complaint falls within their jurisdiction, the Ombudsman will carefully consider all the evidence provided by the parties and the circumstances of the case.

The complaint

  1. The complaint concerns the landlord’s response to reports of repairs to the resident’s garage.

Determination (jurisdictional decision)

  1. When a complaint is brought to the Ombudsman, we must consider all the circumstances of the case as there are sometimes reasons why a complaint will not be investigated.
  2. After carefully considering all the evidence, I have determined that the complaint, as set out above, is not within the Ombudsman’s jurisdiction.

Summary of events

  1. The resident raised a complaint with the landlord and explained that the garage required repairs as there was a leak in the roof. The resident stated that the leak had caused damaged to his personal possessions.
  2. The council provided a final response to the complaint on 1 September 2021. It acknowledged the repairs carried out in October 2020 had not prevented the leak. The landlord confirmed that the resident had ended the license for the garage. The landlord accepted that the resident had experienced delays during the complaints handling process and in recognition of this, offered the resident £100.

Reasons

  1. Paragraph 36 of the Housing Ombudsman Scheme states that:

The person complaining, or on whose behalf a complaint is made must have been, in the Ombudsman’s opinion, adversely affected by those actions or omissions in respect of their application for, or occupation of, property.

  1. In this case the resident’s complaint relates to how their landlord handled repair reports concerning their garage.
  2. From information provided by the landlord, this Service understands that the resident had use of their garage through a separate rental agreement to their home. As such, the complaint does not relate to an issue which has adversely affected the resident’s occupation or use of their home.  I am therefore satisfied that, in accordance with paragraph 36 of the Scheme, this is not a complaint which the Ombudsman can investigate further.
  3. If the resident remains unhappy with how the landlord has handled this issue and, if they attribute damage to their possessions to its handling of repairs to the garage, they may wish to seek their own legal advice.