Ms T complained that Valleys to Coast Housing had failed to resolve her complaint about reports of anti-social behaviour, housing repairs and the lack of cleaning and maintenance of the communal areas.
The Ombudsman decided that the Housing Association had failed to provide a complaint response to Ms T. She said that this caused frustration and uncertainty to Ms T. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement to apologise to Ms T, provide an explanation for the failure to provide a complaint response, and to issue a complaint response within 2 weeks.