Amplius Living · Case 202325476 · 7 May 2026
Amplius Living — case 202325476
The complaint about the landlord's handling of the removal of a stairlift and other adaptations was found to be outside the Ombudsman's jurisdiction because it was not referred to the landlord within a reasonable time (normally 12 months). The complaint was made too late to investigate.
Findings by complaint head
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Handling of removal of stairlift and other adaptations
Outside jurisdictionThe complaint was made too late to investigate. The resident's tenancy started in 2013 and the complaint in 2023 about the property's condition at that time was too old. If the complaint was about delays removing the stairlift in 2019/2020, that was also made too late. No evidence the resident was prevented from raising the complaint sooner.
The full determination
Decision Case ID 202325476 Decision type Jurisdiction Landlord Amplius Living Landlord type Housing Association Occupancy Assured Tenancy Date 07 May 2026 Background The resident started his tenancy in 2013. He complained to the landlord in 2023 about its delays removing a stairlift and disability adaptations from his property. The landlord declined to investigate the complaint, stating that the issues occurred more than 6 months before the complaint was made. The resident moved out of the property in mid-2023.
What the complaint is about The complaint is about the landlord’s handling of the removal of a stairlift and other adaptations. Our decision (determination) After considering the evidence, we have found the complaint is outside of our jurisdiction to investigate. Reasons Our Scheme rules state we may not investigate complaints which were not referred to the landlord as a complaint within a reasonable time, which is normally 12 months. As part of a previous complaint investigation and review, we wrote to the resident and landlord in June 2020 to recommend the landlord consider removing all the noted adaptations to the property (including the stairlift), which it had earlier said it would do in its response to a different complaint in March 2019.
We told the resident he could make a new complaint if the landlord failed to undertake the works it said it would. The stairlift was removed sometime in 2019, but the situation with any other adaptations is unclear. The records of the resident’s complaint to the landlord in 2023 show that he complained about the time it took to remove the stairlift. In its response the landlord explained that it understood his complaint to be about it not removing the stairlift and adaptations when he moved in.
Given that the resident’s tenancy started in 2013, his complaint in 2023 about the property’s condition at that time is too old for us to investigate, in line with the Housing Ombudsman Scheme. If the complaint in 2023 is actually that the landlord took too long to remove the stairlift in 2019/2020, that was also made too late for us to investigate. We have not seen evidence that the resident was prevented from raising a complaint sooner, despite the Ombudsman’s recommendation in 2020.
For these reasons, we will not investigate the complaint about the removal of the stairlift and disabled adaptations further.
This is a structured summary of a published determination. The official decision is the authoritative record. Contains public sector information licensed under the Open Government Licence v3.0.