Ms D complained about Hafod Housing Association’s handling of her complaint about the lack of hot water from her bath taps.
The Ombudsman decided that the Association had failed to respond to Ms D’s emails of complaint. She said that this caused frustration and uncertainty to Ms D. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to provide Ms D with an apology and explanation for the delay, offer her redress of £100 and issue a complaint response within 4 weeks.