Mrs X complained that Hafod Housing Association failed to complete outstanding repairs at her home. She also complained about the lack of response to her complaint.
The Ombudsman found that the Housing Association was unclear about the outstanding repairs required, and that there had been a delay in responding to Mrs X’s complaint. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement to instruct a surveyor to attend Ms X’s home to list the outstanding repairs, provide a timeline for the repairs to be completed, and offer an apology to Ms X for the delayed response within twenty-one days.