Mr R complained that the Charter Housing Association (Part of the Poble Group) failed to repair a communal gate since reporting its poor state in 2004, despite its contractor carrying out various inspections.
The Ombudsman concluded that the Association had made attempts to repair the gate but it had failed to provide a formal complaint response to communicate this and to detail what went wrong and how it proposes to resolve his complaint.
The Ombudsman decided to settle the complaint without an investigation and sought and gained the Associations agreement to issue its complaint response and apologise for the delay within two weeks.