Overview
The complainant, Mr C, complained that Viewpoint Housing Association Ltd (the Association) had implemented a decision to withdraw a meals service provided to his mother-in-law (Mrs A) contrary to the terms of her tenancy agreement. He also complained that his complaint to the Association about this had not been adequately responded to.
Specific complaints and conclusions
The complaints which have been investigated are that the Association:
- (a) removed the provision of a full meals service contrary to the terms of Mrs A's tenancy agreement (upheld); and
- (b) failed to adequately respond to Mr C's complaint of March 2006 (upheld).
Redress and recommendations
The Ombudsman recommends that the Association:
- (i) apologise to Mrs A for varying her agreement without adequate consultation;
- (ii) ensure that future tenant consultations are meaningful and properly recorded; and
- (iii) apologise to Mr C for their failure to adequately respond to his complaints.
The Association have accepted the recommendations and will act on them accordingly.