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London Borough of Redbridge (202115867)

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REPORT

COMPLAINT 202115867

London Borough of Redbridge

13 December 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 resident’s reports of antisocial behaviour.

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 submitted a complaint to the landlord regarding reports of antisocial behaviour. The resident explained that she was experiencing harassment, noise nuisance and threatening behaviour from her neighbour. The resident stated that despite raising the reports with the landlord that she felt ignored.
  2. The landlord provided a final response to the complaint on 28 July 2020. It explained that it understood that the resident had submitted a vast amount of data and recordings in relation to the reports. The landlord stated that it had reviewed the information provided and, in its opinion, did not consider the behaviour amounted to antisocial behaviour. The landlord acknowledged that there had been a breakdown in the relationship between the resident and her neighbour and encouraged the resident to engage with her housing officer to discuss support options available.
  3. On 18 October 2021, the resident referred their complaint to this Service.

Reasons

  1. Paragraph 39d of the Housing Ombudsman Scheme states that:

‘The Ombudsman will not investigate complaints which, in the Ombudsman’s opinion: Were brought to the Ombudsman’s attention normally more than 12 months after they exhausted the member’s complaints procedure.’

  1. As set out above, this service has set timescales to bring a complaint for investigation. We believe it is important that complaints are referred as quickly as possible as it becomes more difficult for both parties to present information and recall events accurately as more time passes since the issue’s occurrence. The Ombudsman considers that twelve months following the issue of the final response is a reasonable period of time in which to raise a complaint.
  2. The landlord provided its final response on 28 July 2020, the resident did not ask this Service to investigate their complaint until 18 October 2021, 15 months later. I am therefore satisfied that, in accordance with paragraph 39 (d) of the Scheme, this is not a complaint which the Ombudsman can investigate further.
  3. If the resident is continuing to experience issues with noise-nuisance or antisocial behaviour they should report this to their landlord. If they have done this already, or subsequent reports are unable to resolve the matter, they may wish to bring a new complaint to their landlord.