Decision Report 201802359

Summary

Mr C complained that the association had responded unreasonably to his complaints of anti-social behaviour and his request to move home in response to this.

We found that the association had not followed procedures as set out in their anti-social behaviour and allocation policies. In relation to the complaints of anti-social behaviour, we found that timescales were not met, there was no evidence that Mr C was supported or a resolution sought and Mr C was not communicated with reasonably. Therefore, we upheld this aspect of Mr C's complaint.

The association failed to respond reasonably to Mr C's request to move home. It was found that Mr C was not informed of the outcome of his request to move, there was no evidence that the request was discussed with the Area Housing Manager or Area Director as was procedure, or that Mr C was notified of the decision to refuse his request. Therefore, we upheld this aspect of Mr C's complaint.

Recommendations

What we asked the organisation to do in this case:

• Apologise to Mr C for not following the Anti-Social Behaviour policy and the Management Transfer process, including not informing him of their decision in regard to his management transfer request. The apology should meet the standards set out in the SPSO guidelines on apology available at www.spso.org.uk/leaflets-and-guidance.

What we said should change to put things right in future:

• The association should follow the relevant procedure when responding to reports of anti-social behaviour.
• The association should follow process when responding to requests for a management transfer.

We have asked the organisation to provide us with evidence that they have implemented the recommendations we have made on this case by the deadline we set.