Ms E complained that Hafod Housing Association failed to renew her rotted front door and frame and it failed to respond to her complaint.
The Ombudsman found that the Association’s system failed to generate the formal complaint raised via its Hafod 24/7 mobile app. She found this caused additional frustration to Ms E.
The Ombudsman decided to settle the complaint without an investigation. She sought and gained the Association’s agreement to apologise to Ms E for the system oversight, to explain the events which have occurred since her initial request and the actions it will now take to resolve her concerns. It agreed to undertake these actions within two weeks.