• Date: 26 June 2025
• Time: 12:18 PM BST
• Incident Type: Communication Received from Housing Ombudsman Service (Procedural Update & Guidance).
• From: [email protected] (Nessa, Dispute Resolution Support Officer (DS), Housing Ombudsman Service).
• To: Myself ([email protected]).
• Housing Ombudsman Case ID: 202508769
• Relates to My Complaint Against: Abri Group Limited.
• Details of Communication Received:
  • The Housing Ombudsman Service (HOS) provided further advice on progressing my complaint (Case ID: 202508769) against Abri Group Limited.
  • HOS Understanding of Complaint Points: Stated their understanding is that my complaint relates to: (1) staff conduct, (2) reports of ASB and harassment from my neighbour, and (3) Abri's failure to enforce tenancy obligations.
  • Focus on Abri's Internal Complaints Procedure (ICP):
    1. Acknowledged I have submitted a complaint to Abri.
    2. Stated it was unclear if I had received Abri's Stage 1 response yet.
    3. Advised that I should have received a written Stage 1 response from Abri by June 24, 2025, and to contact HOS if this was not received.
    4. Outlined the typical 2-stage ICP and stated that if I am still unhappy after Abri's final (Stage 2) response, I can ask the HOS to investigate.
  • Conditions for HOS Further Action: Informed me they will not take further action until I confirm one of three scenarios:
    1. No Stage 1 response from Abri within 15 working days of my complaint to them.
    2. No Stage 2 response from Abri within 25 working days of my escalation to Stage 2 (requiring proof of escalation).
    3. Receipt of Abri's final response, still unhappy (requiring the final response, explanation of unresolved issues, and desired outcome).
  • Provided guidance on future communication (no Cc's, no unrequested info).
• My Perception of Purpose & Impact:
  • The Housing Ombudsman Service is reiterating the procedural steps required before they can fully intervene. They are primarily focused on ensuring Abri's internal complaints procedure is exhausted or has failed.
  • Their summary of my complaint (staff conduct, ASB/harassment, failure to enforce tenancy) is a reasonable high-level summary, but I have previously clarified to them (Log #444) that my complaint is "far wider in scope," including systemic neglect, racial discrimination, and procedural misconduct.
  • The key date they've provided is that Abri's Stage 1 response should have been received by June 24, 2025.
  • I have already received Abri's Stage 1 response (which I found unsatisfactory, linked to Log #211 in my internal notes / April 2025), and I escalated to Stage 2. Abri's Stage 2 acknowledgment (Log #248) stated their full Stage 2 response was due by June 24, 2025.
  • Therefore, the critical point now is whether I have received Abri's final Stage 2 response by their own deadline of June 24th. If not, or if I have received it and am still unhappy, I need to inform the HOS accordingly and provide the necessary documentation (Stage 2 response or evidence of delay).
• Context/Link to Other Events: This follows my previous communication with the HOS (Log #438, #444) where I confirmed progression to Stage 2 with Abri and clarified the scope of my complaint. It directly relates to Abri's deadline for their Stage 2 response (June 24, 2025, as per Log #248).
• Evidence: Saved copy of the email from the Housing Ombudsman Service.