Repairs and maintenance (inc dampness/improvements and alterations eg central heating. double glazing) : Newport City Homes Report Date 21/06/2023 Case Against Newport City Homes Subject Repairs and maintenance (inc dampness/improvements and alterations eg central heating. double glazing) Case Reference Number 202301077 Outcome Early resolution Mrs H complained that she has not received a satisfactory outcome from Newport City Homes following a complaint raised to it in February2023.
The Ombudsman found that the Association informed Mrs H of its outcome over the telephone but failed to issue a written response in line with its complaint process. This caused additional frustration to Mrs H.
The Ombudsman decided to settle the complaint without an investigation and sought the Association’s agreement to issue a written response detailing its complaint outcome within two weeks.