Anchor Hanover Group — case 202329492

Decision Case ID 202329492 Decision type Investigation Landlord Anchor Hanover Group Landlord type Housing Association Occupancy Assured Tenancy Date 5 February 2026 Background The resident raised concerns about repair issues in the property. This included his concern about the actions taken by the landlord about what he believed were fumes from a nearby laundry room. He also felt the landlord had not handled parking permits reasonably. The resident subsequently moved out of the property.

What the complaint is about The complaint is about the landlord’s: Handling of personal information. Response to repair and maintenance issues. Response to the resident’s concerns about the use and safety of communal areas. Complaint handling. Our decision (determination) The complaint was resolved with our intervention. We have made recommendations for the landlord to put things right. Summary of reasons At the end of the complaints process the landlord acknowledged that it had failed to action the identified repairs in a timely manner, and had not fully considered the resident’s concerns in respect of all issues.

It apologised and offered £600 compensation to the resident. We contacted the landlord and provided it with a summary of our understanding of events. This included some comments on areas that could have been handled better and what the landlord could do to resolve the resident’s complaint. This included the landlord’s general communications and handing of the repairs. Following our intervention, the landlord offered to pay a total of £750 compensation for the distress and inconvenience caused by its failures.

Both parties agreed to this as a resolution to the complaint. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy the matters. Subject to the landlord apologising to the resident and paying the compensation, we are satisfied the complaint will be resolved satisfactorily. Recommendation The complaint has been resolved with intervention on the basis the landlord follows our recommendation. Our recommendations The landlord should pay the resident a total of £750 compensation.

If it has already paid £600 compensation, this can be deducted from the final amount and it should pay the remaining balance. The landlord should provide documentary evidence that it has paid the compensation to the resident.