Mrs F complained that Hafod Housing Association failed to provide a response to her complaint about a broken fence.
The Ombudsman found that there had been a delay in the Housing Association issuing a complaint response. Furthermore, the Housing Association had not provided regular and meaningful updates and had not progressed Mrs F’s concerns due to an administrative error. She said that this caused frustration and uncertainty to Mrs F. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement to provide the necessary apologies and explanations to Mrs F for the oversights, replace the fence and issue a complaint response within 3 weeks.