| Publishing organisation: | Housing Ombudsman Service |
| Topic: | Repairs, Tenancy management, Tenant rent and service charges |
| Determination: | No maladministration |
| Tenure: | No relationship |
| Country of relevance: | England |
Mrs M complained about the management of her Co-op. Specifically that she was not provided with information about the proposed transfer of properties to another Co-op and that it had not set its rents at the correct level. She also complained about the Co-op’s repairs procedure.
Determination
We found all three of Mrs M’s complaints to be outside of the Ombudsman’s jurisdiction.
Her first complaint related to how the Co-op was managed and was therefore a matter of governance. For this reason it was not within the Ombudsman’s jurisdiction and Mrs M was referred to the Tenant Services Authority (TSA). The second complaint was outside of our jurisdiction under paragraph 16(c) which says that the Ombudsman will not consider complaints which concern the level and amount of rent or service charge increases.
Finally, the third complaint related to a policy matter and was outside of the Ombudsman’s jurisdiction in relation to paragraph 16(b) of the Approved Scheme which states that the Ombudsman will not consider complaints which, in his opinion seek to question or overturn policies which have been properly decided by the member landlord.