Repairs and maintenance (inc improvements and alteration eg. central heating double glazing) : Valleys To Coast Housing Report Date 13/08/2024 Case Against Valleys To Coast Housing Subject Repairs and maintenance (inc improvements and alteration eg. central heating double glazing) Case Reference Number 202403020 Outcome Early resolution Miss X complained that Valleys To Coast Housing failed to respond to her complaint, about drainage issues in her garden, which she made to it in March 2024.
The Ombudsman found that whilst the Association had taken steps to investigate the concerns, it had failed to respond to the complaint in line with its complaints process. The Ombudsman said this caused uncertainty, frustration, and inconvenience to Miss X. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Association agreement to provide an apology and explanation for the delay and issue its complaint response within two weeks.