A2Dominion - Housing Association property flooding - damning ombudsman report

[stu007]

Hi

 

Just thought I would pop in to see how this is going and hope you are keeping well and be safe.

[stu007]

Hi

 

You can't go direct to the Housing Ombudsman yet as you need A2 to respond and they are fully aware of this and are playing games.

 

What I would advise is the next letter you make sure and send it via post office getting free proof of posting.

 

Dear Sir/Madam

 

Formal Complaint

 

Reference: (insert complaint reference if one here)

 

Further to my letters sent to you on XX/XX/2022 & XX/XX/2022 you have failed to acknowledge these Formal Complaint Letters for some unknown reason which is in Breach of your own Complaints Procedure and shows a complete lack of Customer Care and is also in Breach of that.

 

I therefore immediately require these Complaints to be dealt with at your Stage 3 Complaint Procedure and if you fail to do so I require full clarification as to your reason and not just a paper exercise as it is you that has Breached your own Complaints Procedure & Customer Care.

 

Further to the above the your Contractor Pyramidplus emailed myself to inform me that you A2 have failed to agree any works to be carried out to my flooded property and that they were emailing your A2 Complaints Team about this.

 

A2 complete lack of Customer Care an stating that if I decanted from my property the works would be complete in 4 weeks was a completely false statement made to me by A2 as some months later you have still failed to even agree to the works been carried out by your own contractor which I have email proof of.

 

A2 has placed added stress and anxiety on a Tenant for something not of there doing also by your complete lack of keeping that Tenant updated as to what is happening with the works to their property and in fact the impression I now have is A2 just don't care

 

I enclose copies of the letters dated XX/XX/2022 & XX/XX/2022 which I should not have to do as you already have these. 

 

 

Amend the above to suit as needed

[stu007]

Hi

 

I hope you are keeping well due to all this and don't let them get you down.

 

So what I suggest now is that you contact the Housing Ombudsman and inform them with all your evidence that A2 have completely failed in there Complaints Procedure as they are refusing to acknowledge your letter Complaint about the matter therefore they are in Breach of their own Complaints Procedure.

 

You are taking this as A2 by refusing to acknowledge your Complaint letters when you have full evidence that they have received them as A2 not only Breaching their own Complaints Procedure by refusing to acknowledge a Complaint and Maladministration but also that these actions place tenants in a position which A2 is fully aware of if they can approach the Housing Ombudsman as said tenant has not completed the A2 Complaints Procedure to the end only due to A2 failure.

 

Housing Ombudsman Link:

 

Home - Housing Ombudsman

WWW.HOUSING-OMBUDSMAN.ORG.UK

---

Improving residents' lives and landlords' services through housing complaints

 

Remember you are a Resident to look at the Resident part on click on 'Make a Complaint' at the bottom right of the webpage you will see a contact number for them IMO I would give them a call and explain what A2 have being doing but be brief and the amount of letters of Complaint you have send with evidence of receipt and their failure to acknowledge those letters thus breaching their own complaints procedure.

 

 

[stu007]

Hi 

 

This must be so frustrating for you that A2 have still been ignoring you and having to ask the Housing Ombudsman's advice which I am glad you have done and they gave you a reference number.

 

So here we go:

 

Dear Sir/Madam

 

Formal Complaint

 

Reference: (insert any complaint reference number they have given you for this here)

 

Further to my last letter dated XX/XX/2022 which I have proof that you received this letter and previous letters (insert dates of them here) of those letter in this matter which to date you A2 have so far failed to acknowledge receipt of which is a blatant Breach of your own Complaints Procedure and Maladministration by A2 which there is no excuse for these failures/Breaches.

 

So far you are in Breach of the following:

 

1. Your own Complaint Procedure.

2. Your own Customer Service.

 

Due to the above Breaches there is a serious failure within A2 which also comes under Maladministration by A2 as well.

 

This issue has seriously affected my Mental Health and is causing me anxiety as it seems as if A2 just do not care about their tenants especially those that have been made to decant their property not of their doing but due to Raw Sewage flooding the property and destroying all their personal belonging which you do not care about.

 

Due to the above I have been in contact with the Housing Ombudsman and require the following:

 

1. That A2 escalate my complaint to Stage 3 and the reasons for your Breaches of your own complaints procedure/Customer Service due to the above and that I require a Face to Face meeting at a time of my choosing on this matter.

 

2. To be provided with a Letter of Deadlock by A2 due to the above Failures/Breaches which the Housing Ombudsman is aware of.

 

 

 

Now with the above letter in the last part you will see that I have put 2 options this is to make you look reasonable to the Housing Ombudsman that basically you have given them a choice to either sort this mess out or the Housing Ombudsman gets involved which looks bad for A2 if the Ombudsman's does as it is all recorded and the outcomes published on the Ombudsman's website for all to be able to see.

 

I know this does not help you but you have tried your best with A2 now time to play hard ball

 

Please feel free to edit the letter above to suit your needs and get free proof of posting from the Post Office.

 

You keep your chin up and look after yourself and be safe

[stu007]

Hi 

 

You are more than welcome to the assistance, what we are here for.

 

Anyway the unknown number may or may not be the Housing Association but if it was they wont leave a message due to DPA/GDPR as they need to confirm who they are taking too so that is why they won't leave a message .

 

Doesn't stop you asking the Housing reference that mobile number if it was someone from them trying to contact you. (or put that mobile number into Google and see what it throws up in a search)

[stu007]

Hi

 

I hope you are keeping as well as came be expected during this.

and even if you want to rant here about this

If A2 are still ignoring your letters/emails then that the Housing Ombudsman is now looking into this matter and have requested your evidence so far of their failure in Customer Cara and more importantly their own Complaints Procedure by failure to acknowledge letters/emails.

 

As you have already spoke to the Ombudsman I would contact them again and just explain to date A2 are still completely ignoring you with your complaint and you take this as a Breach of their own Complaints Procedure.

 

You look after yourself and even if you just want to have a rant about this to get this out your system you know where we are.

 

 

[stu007]

Hi

 

It is pretty bad that A2 Contractor seems to be more helpful with you than A2 and even the contractor is being messed about due to A2 lack of dealing with this.

 

Then again you emailing the contractor and there response is even more helpful to you than you think as it shows/proves that A2 should never have told you at the beginning of this a time limit for this to be sorted and they needed to decant you during that period when in fact no work to date has even started due to the complete incompetency/maladministration by A2

 

It also ain't going to look good that the last letter you sent giving A2 those 2 options and one being a letter of deadlock so you can proceed to the Housing Ombudsman they have again completely ignored/failed to acknowledge and you have proof they got it so you must make a point of this to the Housing Ombudsman.

 

You take care

 

 

[stu007]

Hi

 

The Housing Ombudsman suggesting that you start at Stage 1 process again with A2 is shocking and if this is suggested again you ask to speak to another person on this matter that is senior as A2 have Breached their own complaints procedure by failing to acknowledge your letter/emails which you have evidence they received to escalate this matter for some not day/weeks but months which in turn they have also Breached their Customer Care Policy/Charter.

 

Do Not accept the Housing Ombudsman trying to get you to start the complaint process from the start again with A2 as it is A2 that has Breached it not you and you last letter/email to A2 was giving them the option to either escalate your complaint to Stage 3 or issue you with a Letter of Deadlock so you can go to the Housing Ombudsman but yet again A2 failed to acknowledge.

 

Remember the above as it is short and straight to the point.

 

Also do a wee bullet point list with dates of what has happened

 

 

 

 

 

 

 

[stu007]

Hi

 

Thanks for the update. 

 

I know this has been going on a long time and totally understand the vibe you feel your getting from the Housing Ombudsman.

 

Don't think like that what the Housing Ombudsman has basically done is:

 

1. Let A2 know you have contacted the Housing Ombudsman.

 

2. That A2 either resolve this matter or issue you a Deadlock Letter.

 

They have to do the above within 5 working days stated by the Housing Ombudsman.

 

So what the Housing Ombudsman has basically done is given A2 the opportunity to either resolve this as they are aware from you of what has happened or A2 issue the Deadlock Letter and the Housing Ombudsman gets fully involved.

 

You look after yourself

[stu007]

Hi

 

You are more than welcome and you look after yourself and we are here even if you want to let off steam about this.

 

 

[stu007]

Hi

 

Thanks for that update.

 

What I would do is wait until the end of the week (Friday) to contact the Ombudsman again and inform them that there deadline of Tuesdays for A2 to respond has passed and you have been reasonable and given them until this call and they have failed to respond to the request you the Ombudsman have given them.

 

In your opinion they have Breached the following:

 

1. Breached the Ombudsman request to either resolve this matter or issue the requested Deadlock Letter and to respond by Tuesdays 21st June 2022 and I gave extra time for them to respond so the failure to provide the Deadlock Letter seems a deliberate act by A2 to prevent a Service User going to the Ombudsman.

2. Breached there own Complaints Procedure.

3. Breached there own Customer Care Policy/Charter.

4. Breached there own Communications Policy.

 

Also ask the Ombudsman if they can give you a copy of the letter they sent to A2 so you can have this for your records.

 

 

When you do contact the Ombudsman make sure and point out the above  and ask for a copy of the letter they sent to A2 as to be honest A2 are not doing themselves any favours here especially ignoring that request from the Ombudsman.

 

You take care and look after yourself.

 

 

[stu007]

HI

 

Thanks for the update.

 

That is shocking that the Ombudsman has said that the case worker assigned to you will call within 5 working days.

 

I think you need to point out to then very clearly without them thinking you are being aggressive/angry this is important as you want them on your side the Breaches I mentioned in post#78 especially that A2 have Breached the Ombudsman's letter/contact to either resolve this matter or issue the Deadlock letter and A2 have failed to do this even with you giving them extra time.

 

Note: if A2 have still have still not dealt with this as per the Ombudsman contact above you make sure when they do contact you that you point this out as per there phone call A2 have had all this extra time (as this adds to the extra time you have given them and makes A2 look bad to the Ombudsman's request)

 

Make sure and ask them for a copy of that letter they sent to A2 to resolve or issue Deadlock Letter for your records.

 

As for your evidence try to make sure you can scan all this into PDF Format (if possible) and make it one multiple PDF with all your evidence in it in date format. whether its written (with your proof of posting), email, etc. as this will make is easier for the Ombudsman rather than numerous documents.

 

You look after yourself and you know where we are if you need any further help just let us know

 

 

[stu007]

Hi

 

Yes to your question on Evidence absolutely everything letters/emails/proof of posting etc to and from you to A2 everything and try to scan it all in date format to one multiple PDF.

 

This way you have it to hand and easy to forward it all in one PDF to the Ombudsman when required.

 

If you need any help in doing this please let me know but please do not post your evidence here on your Topic at present don't want to give A2 a heads up

[stu007]

Hi

 

Thanks for the update but A2 are showing the Ombudsman the same contempt but they have to follow there process sadly.

 

IMO I would send A2 another letter headed Formal Complaint.

 

Dear Sir/Madam

 

Insert Complaint Reference Number Here

 

Further to my last letter dated XX/XX/2022 which to date you have received but failed to respond to as with many of my previous correspondence which you have also to date failed to respond to you are now in Breach of your own Complaints Procedure.

 

As a Service User that has been displaced due to flooding of there property which was not caused by the Service User your actions to date show utter contempt for someone that is in the situation I am in at present which is affecting my Mental Health due to your complete in action to resolve my complaint and breaching your own procedure.

 

You were also contacted by the Housing Ombudsman as asked to either resolve this matter or issue a Deadlock Letter and to inform the Housing Ombudsman within a certain time limit which to date A2 have completely ignored and failed in the Housing Ombudsman's request not even acknowledging which they are fully aware of.

 

I now require a Letter of Deadlock from A2 I will not accept anything else since you seem happy to breach your own complaints procedure and ignore the Housing Ombudsman's request.

 

I attach a copy of the email that the Housing Ombudsman sent to yourselves which you failed to acknowledge therefore Breached.

 

I look forward to your reply.

 

 

Feel free to amend the above to suit your needs, this also shows Ombudsman that you are trying to get a Deadlock letter for them to take over direct and if A2 don't respond makes them look bad as they already do by failing to respond to the Ombudsman.

 

Would love to see the email that the Ombudsman sent but please DO NOT post it here on the open forum don't want A2 to see it, so what you can do is send me a private message just hover over my avatar and when that open you will see 'Message' just click that and you can send me a private message (just type into it what the email says the Ombudsman sent).

 

You look after yourself and take care

[stu007]

Hi

 

That's good as it still shows to the Housing Ombudsman that you are being reasonable although you are asking for a 'Letter of Deadlock' due to their complete failure in there Complaint Handling therefore Maladministration by A2.

 

Got your Message and that is gold dust so make sure and keep that very safe.

 

You keep your head held high and try not to let this get to you (I know that's easy for me to say as not going through this) and make sure and look after yourself.

 

As I have said before we are here even if you just want to have a rant about this.

[stu007]

Hi

 

So they finally get off there lazy butt after you mention they failed to acknowledge the Housing Ombudsman and provide evidence of their contact to A2 and whoever wrote that response need to go back to school so many spelling errors and that's from there Head of Complaints oh let's our own staff investigate themselves on data protection and maladministration really.

 

Oh sorry for the POOR COMMUNICATION but here is a discretionary offer of £100. (I can't tell you whether to accept this offer or not as I don't know what the Housing Ombudsman outcome would be with this especially the way the dealt with A2 ignoring them sort of says who they will deal with this)

 

So you now have there Final Response and can take this to the Housing Ombudsman (bear in mind what I mentioned above)

 

What a load of BULL (can't swear on forum)

 

I bet there dates mentioned in that letter there is a lot more complaint letter dates they failed to acknowledge.

 

So what I need you to do for me is give me a list of dates whether it was letter (with proof of posting) and they failed to acknowledge it and the same if sent by email. Please do this in bullet point and with each let me know if the failed to acknowledge it and you have proof of posting.

 

[stu007]

Hi

 

Not forgot you on this let me work on this one as need to go through your Topic fully with the dates you have given in your post and that complete bull Final Response from A2 so I can word something appropriate for you for the Ombudsman.

 

Question for you? Can you scan all your evidence into PDF Format and I do mean everything including any responses A2 gave you???

 

You look after yourself and keep you head held high try not to let this get to you and take care

 

 

[stu007]

Hi

 

Sorry for the delay but here you go please amend to suit your needs.

 

Your Address

 

Ombudsman Address

 

Date:

 

Dear Sir/Madam

 

Reference: (insert Ombudsman Reference here)

 

I have now received a Final Response from A2 Dominion about my Complaint dated XX/XX/2022 which I only recieved due to me once again having to chase A2 Dominion and pointing out their complete failure to respond to yourself the Ombudsman.

 

Data Breach

 

The final Response has failed to take into account the following:

 

1. Irrespective that Tracey made an error typing the email address and that it was returned undeliverable and that she investigated her own
error that this could have had serious consequences if it had been delivered and the email address error is Maladministration and why is the person that caused the error investigating there own mistake.

 

2. A2 Dominion have taken no corrective action to ensure this type on matter does not happen again as this should have been passed to the Data Protection Officer.

 

Contents Insurance

 

1. As Tracey did state I would have been told about this then the person writing the letter states Tracey is incorrect at the time I was told this by
Tracey I did ask her to provide evidence from my Housing File that I was informed of this and that request at that time was ignored.

 

2. Due to the above once again a staff member gives incorrect information but again no corrective action is mentioned for this staff member by the was of further staff training so A2 again have failed due yet again by maladministration of their staff.

 

3. As I came from the Homelessness Scheme I would be completely unaware of the requirement for Contents Insurance and feel this should have been made perfectly clear to people in my position rather than using the excuse it is in the Tanancy Agreement that you shigned with the Landlord.

 

Flooding at the Property

 

1. I was informed by there staff at the time that it would take 4 weeks to carry out the repairs if I decanted from the property which now that information was completely inaccurate as it is now over 8 months and still ongoing.

 

2. They have caused delays to the repairs due to their maladministration as the contractor nominated to carry out the works is having to chase A2 for permission to carry out the works constantly with no reply from A2 therefore prolonging the repairs needed to the property which I have correspondence from their contractor to confirm this.

 

3. I have recently contacted the contractor (Project Manager) to be made aware the lost adjustor insurance has finally been agreed. We now waiting WCJ specification so we can proceed with works. Therefore the work to my property have still not been carried out with NO update to date on this matter from A2 Dominion.

What A2 Dominion also failed to point out in there Final Response letter is there complete failure to acknowledge my letters/emails on this matter therefore again breaching there own Complaint Procedure, Communications Policy the date of those letter/emails are as follows and I also attach copies of these:

02/12/2021 (emailed on 01/12/2021, challenging their response and why stage 2 refused etc.)

10/12/2021 (requesting copy of public liability insurance)

17/01/2021

07/02/2022

09/03/2022 (chasing up on the above, questioning why works have not commenced and why I was given times when it would be competed and requesting letter of deadlock)

28/03/2022 (chasing up the above, requesting Stage 3, stating they have failed to agree works with the contractor to begin works)

05/05/2022 (informing them the ombudsman have been contacted and options to deal with this)

13/07/2022

 

To date A2 Dominion have failed to inform me of my Rights under the Right to Repair Scheme probably because they have failed in carrying out the repairs to my property due to there failure to action the contractors request for permission to carry out the works required and not notifying the Tenant me that they A2 are causing the delays not the contractor.

 

I look forward to your assistance in this matter

 

Yours Sincerely

[stu007]

Hi

 

attach everything from your letters/emails to theirs right down to that disgraceful Final Response.

[stu007]

Hi

 

Just thought I would pop in to see if you have at least had an acknowledgement from the Housing Ombudsman? (I know they will be back logged and still catching up with things due to COVID-19 like everywhere) but you should at least have had an acknowledgement from them.

 

I hope you are keeping well and safe, you take care of yourself.

[stu007]

Hi

 

It's nothing to worry about it only due to the legislation changing and also what they haven't said is that they are still like a lot of organisations still doing catchup due to COVID-19 and depending on whether they are now fully working in the office or partly in office or working from home.

 

So don't worry about that response and I know this has taken a lot of time due to A2 and that Final Response in which well they have basically tried to put them in the right we have done nothing wrong but your evidence says otherwise so lets keep fingers crossed the Ombudsman sees it that way.

 

I would also remind the Ombudsman that during all this A2 not once informed you of your Rights under the Right to Repair nor updated you to advise/ask for extensions on the Time Limits to repair your Property nor were you offered compensations for them failing to do this.

 

You can email them and easily add this into you complaint to them.

 

I know this may be taking a toll on you due to the length of time this has been ongoing but just remember you have done nothing wrong here and you keep your head held high and take care of yourself.

[stu007]

Hi

 

You are more than welcome and it is a pleasure to be able to help you with this as that is what we are here for.

 

You look after yourself and you know where we are even if it is just to have a rant about all this.

 

Don't forget to let others know about CAG.

[stu007]

Hi

 

As you have recieved that and are not living in the Property You must forward that onto your Housing Officer but make sure you inform the Housing Officer that you haven't made any arrangement or appointment as you are not living at the Property and how they wish to proceed with this.

 

If the Housing Officer insists you make arangements and must be at the Property then you ask them to provide you with Travel Expenses and what about time off work if you are working costs.

 

 

[stu007]

Hi

 

That's good news that the Ombudsman has taken on this issue but you  will know from your dealings with A2 that they will more than likely try to make themselves look whiter than white that they have done nothing wrong and basically followed all there policies.

 

Hopefully the Ombudsman sees through anything that A2 provide.

 

I bet that due to this A2 will suddenly start updating you on the progress of the repairs to your actual property and keep you updated which they should have being doing throughout this process from the start but that they have failed to do until this. (please correct me if I am wrong)

 

 

[stu007]

Hi

 

Don't you find it amazing that after your MP gets involved suddenly A2 start communicating with you which they should have been doing from the start but has until now failed to do so.

 

Now if the MP gets a response from A2 and forwards it to you I bet you A2 try to make themselves look whiter than white to your MP and just think to yourself when you read it " DID THEY DO THAT" bear in mind A2 polices that they haven't followed and breached.

 

Data Protection Policy

Communication Policy

Customer Care Policy/Charter

Repairs Policy