North Wales Housing

Miss A complained about the delay in North Wales Housing (“NWH”) conducting an urgent repair to her property. She also complained about the fact that NWH then tasked a member of staff, who she had recently complained about, to oversee the repair works.

The Ombudsman found that Miss A’s request for a repair was categorised incorrectly as non-urgent, when it should have been a priority. This resulted in a delay of 4-5 months in the repair being undertaken. He also found that a member of staff, who was subject to a complaint from Miss A about his behaviour, was then tasked to oversee the repair works, which caused Miss A distress.

The Ombudsman sought and gained NWH’s agreement to pay £250 to Miss A in recognition of the delay in responding to the repair request and to provide a written apology and a payment of £125 for inappropriately tasking the member of staff, subject of a complaint from Miss A, to oversee the repair works, within 20 working days.