The Ombudsman noted Miss X received Housing Benefit, which did not cover the heating and water charges for her home, so she was required to pay these charges. The Ombudsman found that Taff Housing Association had explained matters to Miss X. However, they were unable to discuss Miss X’s situation and the account in more detail with her and together find a resolution to reduce the debt, due to a breakdown in communication.
The Ombudsman contacted Taff Housing Association and it agreed to convene a meeting with Miss X and (if she wished) a representative in attendance. Taff Housing Association agreed to contact Miss X within 10 working days to obtain dates when she could conveniently attend a meeting.