A2Dominion creates team to handle ‘no access’ issues amid rise in cases

The team will be based in A2Dominion’s property directorate and work closely with housing, legal, compliance and repairs colleagues.

As well as improving communication with residents and preventing access issues from escalating, the move aims to cut avoidable costs, improve compliance and ensure tenants are safe.

Currently multiple teams at A2Dominion handle access cases, but the landlord admitted that this can result in missed appointments, delays to inspections, extra costs and more regulatory risk.

The housing provider, which owns homes in London and the South East, said it has seen a rise in no access problems over the past few years.

Tania Emery, building safety director at the landlord, said: “Working with our customers to gain timely access to their homes is essential for safety and maintenance works.

“While frontline colleagues and contractors may leave calling cards or attempt repeated visits, these actions do not stand up if statutory deadlines are missed, and can create direct tension between regulatory obligations and the practical realities of arranging visits.

“By creating a dedicated team we can take a proactive, consistent and customer-focused approach.

“This will help us keep people safe, reduce avoidable costs, and reinvest more of our resources where they matter most: improving homes and services.”

Last year, the landlord hired its first chief repairs officer and said the role will focus on improving its customers’ repairs experience. It also announced two new senior appointments last month.