Mr X complained that Hafod Housing Association had failed to respond to the complaint he submitted in July 2023 regarding a water leak in his kitchen. Mr X further complained about outstanding repair works to his flooring.
The Ombudsman decided that there had been delays and oversights in respect of the complaint response from Hafod. She said this caused frustration and uncertainty to Mr X. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained Hafod’s agreement to issue its complaint response within 2 weeks. The response should also include an apology for the delay, an update on the planned works, and a redress payment of £150 in recognition of the delay and need to approach the Ombudsman.