Ms K complained that Tai Calon Community Housing failed to offer her accommodation after she was placed on emergency banding and it did not acknowledge her housing requirements for 12 months.
The Ombudsman found that the Association received Ms K’s complaint in January 2023 but failed to inform Ms K that it was being dealt with informally. It also failed to explain how to escalate the complaint should she be dissatisfied with its outcome.
The Ombudsman decided to settle the complaint without an investigation. She sought and gained the Association’s agreement to log a formal complaint and issue an immediate acknowledgement letter with apologies and to issue a formal complaint response within 4 weeks.