Repairs and maintenance (inc improvements and alteration eg. central heating double glazing) : Hafod Housing Association Report Date 19/07/2024 Case Against Hafod Housing Association Subject Repairs and maintenance (inc improvements and alteration eg. central heating double glazing) Case Reference Number 202401644 Outcome Early resolution Miss A complained about the length of time Hafod Housing Association took to repair a leak to her pipe, which subsequently burst. She complained that this also lead to an increase in her water bill.
The Ombudsman decided that it was not made clear to Miss A the length of time that it would take to repair the initial leak, however, the Housing Association had repaired the burst pipe within 24 hours. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Housing Association’s agreement that within 20 working days, it would write to Miss A to apologise for the confusion over the length of time it would take to repair the initial leak and that it would give consideration to paying redress to cover the increase in the water bill for the period of the leak, if Miss A provided evidence of this.