Miss B complained that Valleys To Coast Housing failed to provide a response to her complaint about housing repairs, which she made to it in September 2023.
The Ombudsman found that whilst the Association had logged a complaint, it had not issued a complaint response and was not intending to until all housing repairs had been completed. The Ombudsman said that this caused frustration and uncertainty to Miss B. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association’s agreement to write to Miss B with an apology for the delay in issuing a complaint response, offer £75 redress in recognition of Miss B’s time and trouble in raising her complaint with the Ombudsman and to issue a complaint response within 2 weeks.