Mr X complained that despite making several complaints to the Association, it had failed to address his concerns in a timely manner. Mr X further complained that the Association failed to keep him updated regarding his concerns and he had not received a formal response.
In assessing Mr X’s complaint, the Ombudsman was concerned that he had encountered significant delays and not yet received a formal response to his concerns. As an alternative to an investigation, the Ombudsman contacted the Association and it agreed to provide Mr X with a redress amount totalling to £150. The Association also agreed that it would provide Mr X with a full response and apology by 16 September 2022. The Ombudsman accepted this as a resolution to Mr X’s complaint.