Pinner House Society Limited · Case 202506944 · 12 June 2026
Pinner House Society Limited — case 202506944
The resident complained about the landlord's response to her concerns about staff conduct, including the conduct of two managers and the trustees' investigation of her complaint. The Ombudsman found the complaint outside its jurisdiction under paragraph 42(m) of the Scheme, as it concerns the landlord's governance structures and processes rather than the delivery of housing services, and did not investigate it.
Findings by complaint head
Summarised automatically from the decision below. The Ombudsman's decision text is the authoritative record.
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Landlord's response to resident's concerns about staff conduct
Outside jurisdictionThe complaint concerned the actions of the landlord's trustees and the process followed when investigating the resident's concerns, including communications between trustees and managers and decisions taken as part of that process. The Ombudsman found these matters relate to the landlord's governance structures under paragraph 42(m) of the Scheme and do not arise from the landlord's obligations to the resident as a tenant, so the complaint is outside jurisdiction and was not investigated.
The full determination
Decision Case ID 202506944 Decision type Investigation Landlord Pinner House Society Limited Landlord type Housing Association Occupancy Assured Tenancy Date 12 June 2026 Background In December 2024 the resident made a formal complaint about the conduct and behaviour of two landlord managers. This included concerns about communication, exclusion from activities and events, and her treatment in her role as Chair of the Residents’ Committee.She later made a further complaint that the investigation carried out by trustees had been compromised, including concerns about communication between trustees and managers.
What the complaint is about The complaint is about the landlord’s response to the resident’s concerns about staff conduct. Our decision (determination) After considering the evidence, we have found the complaint is outside our jurisdiction. As a result, we have not investigated it. Summary of reasons We are not free to investigate all complaints referred to us. What we can and cannot consider is set out in the Housing Ombudsman Scheme (the Scheme). Paragraph 42(m) of the Scheme states that we may not consider complaints which, in our opinion, are about matters which relate to the processes and decisions concerning a member’s governance structures.
The resident’s complaint concerns the actions of the landlord’s trustees and the process they followed when investigating her concerns. This includes how the investigation was conducted, communications between trustees and managers, and decisions taken as part of that process. These matters relate to the landlord’s governance structures. The trustees form part of the landlord’s management and are responsible for overseeing its operations, including internal investigations. The issues raised therefore concern how the landlord is run, rather than the delivery of housing services to the resident.
In addition, the resident has confirmed that her concerns do not relate to housing services but to her relationships with trustees and managers and her role within the Residents’ Committee. These are not matters arising from the landlord’s obligations to her as a tenant under the tenancy agreement. Taking this into account, we are satisfied that the substantive issues raised fall outside our jurisdiction. We are therefore unable to investigate the complaint.
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.