Mrs D complained that Wales & West Housing Association failed to provide a response to her Stage 2 complaint which she made in February 2023.
The Ombudsman decided that whilst the Housing Association had provided regular and meaningful updates it had not issued a Stage 2 complaint response. She said that this caused frustration to Mrs D. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement to apologise to Mrs D, provide an explanation for the delay and issue a complaint response by 9 June 2023.