Miss J complained that Tai Tarian failed to povide a response to her complaint about its failure to undertake repairs to her property.
The Ombudsman found that whilst the Association had logged Miss J’s concerns as service requests it had failed to log a complaint. She said that this caused frustration and uncertainty to Miss J. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to write to Miss J with an apology for its failure to log a complaint and issue a complaint response within 2 weeks.