Overview
The complainant (Mr C) was concerned that North Glasgow Housing Association Ltd (the Association) unfairly excluded him from their offices, in response to a community website being set up by residents to highlight the lack of support they felt they were receiving from their landlord. The website had originally been registered in Mr C Mr C's name but was subsequently registered to someone else.
Specific complaint and conclusion
The complaint which has been investigated is that the Association unfairly excluded Mr C Mr C from their offices, in response to a community website being set up by residents to highlight the lack of support they felt they received from their landlord (not upheld).
Redress and recommendation
The Ombudsman recommends that the Association carry out a further review of their Customer Care Policy to ensure that it sets out the types of behaviour that are considered to be unacceptable and that, prior to deciding to restrict contact with a customer, those who are considered to be behaving inappropriately are explicitly warned of the consequences of continued inappropriate behaviour under the Customer Care Policy.
The Association have accepted the recommendations and will act on them accordingly.