Overview
The complainant (Mrs C) was concerned that she was no longer receiving regular visits from a local representative and that Trust Housing Association (the Association) had introduced a protocol to regulate her contact with them.
Specific complaints and conclusions
The complaints which have been investigated are that the Association:
- (a) had unfairly introduced a protocol to regulate Mrs C's contact with them and, as a result, she no longer receives visits from a local representative and has difficulty booking guest rooms (not upheld); and
- (b) had not handled Mrs C's complaints about this appropriately (upheld).
Redress and recommendations
The Ombudsman recommends that the Association provide Mrs C with a copy of their new complaints procedure and any changes to the Persistent and Vexatious Complaints policy made as a result of their current review.
The Association have accepted the recommendations and will act on them accordingly.