Mr A complained that Bron Afon Community Housing Ltd (“the Association”) refused to replace the flooring in his extension. He also complained that his complaint about outstanding repairs, first made in December 2019, had not been progressed from Stage 1 of the Association’s complaints policy.
The Ombudsman may not be able to determine who is liable to replace the flooring. The evidence suggested there was a delay in escalating the Stage 1 complaint. The Ombudsman decided to settle the complaint.
He sought the Association’s agreement to complete a Stage 2 investigation of the flooring issue and complaints previously considered at Stage 1.