Miss H complained that Grwp Cynefin had failed to provide responses to her concerns about damage she said it caused to her private property.
The Ombudsman found that Miss H had corresponded with the Association following its Stage 1 complaint response, but it had missed opportunities to escalate her complaint to Stage 2, the final stage of its complaints procedure. The Ombudsman said this caused delay and frustration to Miss H and decided to settle the complaint without a formal investigation.
The Ombudsman sought and gained the Association’s agreement to investigate Miss H’s complaint and provide a Stage 2 complaint response within 4 weeks.