Overview
Miss C complained of being given misinformation in regard to her rent account when she transferred to another Council house, and of problems in getting repairs carried out to the house.
Specific complaints and conclusion
The complaint which has been investigated concern:
- (a) misinformation as to the date on which she was required to take entry and pay rent and council tax in respect of her new tenancy (upheld);*
- (b) misinformation about the direct debit arrangements required for making payments to her rent and council tax account (upheld);
- (c) failure by the Council adequately to carry out repairs and maintenance to her new home (upheld).
Redress and recommendation
The Ombudsman recommends that the Council:
- (i) review their practices regarding changes of tenancy to ensure that correct information is given regarding transfer arrangements and rental charges; and
- (ii) advise tenants of the priority code as well as the timescale within which their repairs are likely to be carried out.
The Council have accepted the recommendations and will act on them accordingly.
* Please note that the Report incorrectly states on the summary page that this aspect of the complaint was not upheld. It was upheld, and the SPSO has apologised to Miss C and to the Council for our typographical error.