Mr M complained that Valleys To Coast Housing failed to undertake the necessary repairs to his property and had not responded or responded to his complaint which he made to it in November 2023.
The Ombudsman found that whilst the Association had logged Mr M’s complaint and had taken some action, it had failed to issue a complaint response. She said that this caused frustration and uncertainty to Mr M. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to write to Mr M with an apology for the delay in responding to his complaint, offer to pay £50 redress to Mr M for his time and trouble in making his complaint to the Ombudsman and to issue a complaint response within 2 weeks.