Onward Homes Limited — case 202014978

REPORT COMPLAINT 202014978 Onward Homes Limited 14 October 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 The complaint concerns: Reports that the landlord has prevented the resident from engaging with voluntary community groups. The closure of a local community centre Determination (jurisdictional decision) 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. 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 The resident has raised a complaint that she had been prevented from attending voluntary community groups. The resident considered that her emails had been ignored and she has been left out of forum meetings. The resident also complained that a community centre run by the landlord had been closed. The resident explained that the community centre had been closed because of the COVID-19 pandemic. The resident stated that she had been excluded from attending virtual meetings and as such does not consider her concerns are therefore being heard.

The landlord provided a final response to the complaint on 5 August 2021. The landlord explained that the community centre had been closed in line with government guidance in relation to the pandemic. The landlord stated that in its opinion it had not ignored communication from the resident. The landlord explained to the resident that the complaints process had been exhausted. Reasons 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.

The resident raised a complaint concerning the landlord’s response to her being prevented from attending community groups and its decision to close a local community centre. This service will consider a complaint that concerns the resident’s occupation of their home. The complaint raised by the resident does not concern a specific housing issue related to the resident’s property. Therefore, in accordance with paragraph 36 of the Scheme, this Service cannot investigate this complaint.

If the resident remains dissatisfied with this issue, they may wish to seek further assistance from the Citizens Advice Bureau. www.citizensadvice.org.